RETURN FOR REPAIR/REPLACEMENT PROCEDURE (RMA)

LPMDL-110X Series Data Loggers

ЕИК 202645674 | www.thingslog.com | sales@thingslog.com | +359 875 32 80 70

Версия / Version: 1.0 | 01.06.2023

1. SCOPE AND PREREQUISITES

This document describes the mandatory procedure for submitting return requests for ThingsLog LPMDL-110X devices for repair or replacement (RMA). It forms an integral annex to the ThingsLog LPMDL-110X Hardware Products Terms and Conditions.

RMA requests are accepted ONLY through the official ThingsLog support portal:

http://support.thingslog.com

An account on the portal is required. Do NOT ship equipment until ThingsLog confirms the RMA number and return instructions.

2. STEP 1 — CREATE A TICKET IN THE PORTAL

Log in to support.thingslog.com and create a new ticket, selecting type: RMA / Warranty return.

Recommended ticket title:

RMA request - [Customer name] - [Device model] - [Serial number]

3. STEP 2 — CUSTOMER INFORMATION

Provide the following information in the ticket:

  • Customer company name, ERP/ThingsLog customer number (if known).

  • Contact person, email, phone.

  • Return shipping address and preferred courier.

4. STEP 3 — EQUIPMENT INFORMATION

Device category (required — select one or more of the following):

  • Meter

  • Logger

  • Sensor

  • Antenna

  • Cable

  • Battery

  • Enclosure

  • Other (describe)

Device details (required fields):

  • Product type/model, serial number, ThingsLog device number.

  • Product code, quantity, installation site.

  • Related order/invoice, warranty end date (if known).

5. STEP 4 — ISSUE DESCRIPTION

Main reason (required — select one or more of the following):

  • Does not transmit data

  • Wrong values

  • Physical damage

  • Battery issue

  • Sensor issue

  • Configuration issue

  • Other — describe in detail in the description field below (required)

Detailed description (required):

  • When the issue was first observed.

  • Constant or intermittent.

  • Last successful transmission (if known).

Business impact and requested action (required — select one of the following):

  • Diagnostics — remote diagnosis, no physical return

  • Repair

  • Replacement

  • Credit — credit note

  • Other (describe)

6. STEP 5 — ADDITIONAL CHECKS FOR LOGGERS

For LPMDL-110X logger RMA requests, all fields in this step are mandatory. The ticket cannot be submitted until they are completed. Provide the following:

  • Model, serial number/ThingsLog device number, SIM or communication type (2G/4G/NB-IoT/LoRa).

  • Battery status and signal quality — visible in the ThingsLog platform (Devices → device details).

  • Antenna type and position (built-in/external, mounting angle).

  • Any recent configuration, firmware, SIM, or installation change? (Yes/No — if Yes, describe)

7. STEP 6 — REQUIRED ATTACHMENTS

  • Photo of the device (required when physical condition is relevant).

  • Photo of wiring and connection (required for transmission, pulse, or sensor issues).

  • Photo of antenna and enclosure (required for communication issues).

  • Photo of the SIM area (required for communication issues) — The SIM card is located inside the device enclosure: open the housing, remove the protective plate, and the SIM slot is labelled "SIM". A photo of the SIM card inserted in the slot is required, or proof from the mobile network operator that the issue is not on their side — a trace or system log.

  • Screenshot from ThingsLog platform — alarms, last transmission, battery status, signal quality.

  • Order, invoice, or delivery note (speeds up warranty confirmation).

8. STEP 7 — SHIPPING AND RESOLUTION

Shipping:

  • Ship the device only after receiving the RMA number and instructions from ThingsLog.

  • Mark the RMA number clearly on the package.

  • Warranty repairs: shipping to ThingsLog at the user's expense; return shipping at ThingsLog's expense.

  • Out-of-warranty repairs: shipping in both directions at the user's expense.

Timelines and resolution:

  • ThingsLog performs diagnostics within 10 business days of receipt.

  • For out-of-warranty repairs: ThingsLog sends a cost estimate; user has 14 days to decide.

  • For replacements: identical or equivalent model; 3-month warranty on repaired parts.

  • Devices unclaimed within 60 days of repair notification may be disposed of.

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www.thingslog.com | sales@thingslog.com | support.thingslog.com | +359 875 32 80 70

v1.0 — 01.06.2023