Industries offers an advanced replacement service that provides customer
replacement plug-in modules for emergency situations where equipment is
not operable and spares are not available.
With this service, the unit will be shipped in the fastest manner
consistent with the urgency of the situation and availability of the unit.
encourages customers to procure and maintain and adequate level of
emergency spares for their equipment.
Charles also encourages customers to take advantage of Charles’
standard repair and replacement service that allows customers to send in-
or out-of warranty units to Charles for repair, testing or replacement.
We recognize, however, that an emergency replacement module may be
required on a very short notice. For
these emergency cases, Charles provides the advanced replacement service.
most cases, there are no charges for in-warranty advanced replacement
units. If Charles ships a
replacement unit and the defective unit is not returned to Charles within
30 days, though, an invoice will be issued for the full list price of the
replacement equipment plus any applicable shipping charges.
REPLACEMENT SERVICE PROCEDURE
- Telecommunications Products
A customer requiring
an advanced replacement module should contact
the Charles Customer Technical Support at Telecom
If Technical Support determines that an advanced replacement unit
is required, the customer will be directed to a Customer Service
Representative who will provide assistance in ordering the advanced
replacement equipment. In
some cases, customers may also be directed to a distribution or OEM
partner who may provide the replacement unit. The Customer Service
Representative will also issue an RMA with instructions for return of the
The customer will also be requested to provide a follow-up purchase
order or valid credit card number (VISA/MasterCard) for any charges
associated with the advanced replacement.
Charles will ship the replacement unit to the customer in the
fastest manner consistent with the urgency of the situation and
availability of equipment.
The customer is responsible for assuring that the defective
equipment is returned to Charles within 30 days.
Shipping instructions will be included on the RMA issued by the
Customer Service Representative.
If Charles receives the failed module within 30 days, the customer
will only be invoiced for any applicable repair charges (i.e. out of
warranty repairs), no-trouble-found charges, and/or expedited shipping
a customer fails to return the module within 30 days, the customer will be
invoiced for the advanced replacement module at the current product list
price plus any applicable shipping charges.