XTreamer Support System

Product Replacement for End Users

Step 1
Please verify the status of the unit by following the user manual instructions

Step 2
Please search our Knowledge base or the Official Forum for possible solutions

Step 3
after you have verified that the product is defective and required a replacement, please start the RMA (Return Merchandise Authorization) process by selecting the type of RMA below:

Returning your In-Warranty Xtreamer.net media streamer for Warranty replacement:

• A Return Material Authorization (RMA) number is required for every return shipment to XTREAMER.NET . The applied Return Material Authorization number on the shipment must match the correct amount of units, model type and serial numbers.

• Use Xtreamer.netapproved packaging.

• Write your Return Material Authorization number on the outside of the box in bold letters.

• Use a traceable carrierthat can provide a proof of delivery. (Keep these for your records.)

• Return Material Authorization numbers are valid for 30 days, from the date they are, issued.

• Remove and keep third party cases¹, cables, brackets², remote control, ac adapter, manuals, and diskettes. We cannot return these items to you.
   Double-check and remove any mounting dongles/adapters/hdd attached to xtreamer.

WARNING:XTREAMER.NET  maintains serial number tracking. Any unit discovered to be stolen will not have the warranty honored, will not be returned to user and no credit or replacement will be processed or issued.

All WARRANTY CLAIMS ARE VOIDED IF A PRODUCT IS RECEIVED UNDER ANY OF THE FOLLOWING CONDITIONS:

A. Product was damaged during transport as a result of bad packaging
B. Product damaged, modified, scratched, or opened
C. Product has one or more XTREAMER.NET  labels removed or torn
D. Product was shipped without proper ESD protection (except external drives)

• RMA Status: Once your RMA request has been approved by our RMA officer we will send you a new unit with a courier, as soon as we will receive shipping confirmation from you by scan pdf of stamped postal receipt showing shipping date, of sending faulty unit to our warehouse. You should prepare it duely with the following instructions we will provide by authorized RMA mail which will be sent to your order mail account. If we intsructed you to ship us your unit, and for more information about your RMA you may check your RMA status online. You can also contact the Xtreamer.net RMA Department support@xtreamer.net or visit us online.

• Xtreamer.net shall have no liability with respect to (a) data lost, regardless of the cause, (b) data recovery services, or (c) data contained in any Product placed in Western Digitals' possession. Xtreamer.net is not liable for and has no obligation to pay for any cost associated with data recovery.

• Please read the following shipping instructions carefully.Product that arrives damaged in shipment, without an RMA number or without appropriate warranty information, will be, returned to the sender non-repaired. Products, damaged through neglect due to improper packaging or in shipment, will have the warranty voided and will be processed and returned to you non-repaired.Note:An example of improper packaging would be sending a product back in an envelope.

• Only products and quantities authorized through the Return Material Authorization process will be accepted.If your RMA packing list is in error, ie. Wrong product description, wrong model number, wrong capacity please contact Xtreamer.net Customer Support prior to shipment.

• External Xtreamer.net Enclosures:Please removethe drivefrom the xtreamer enclosure. Return the unit in its original enclosure/plastic housing (without having been opened or dismantled,without the power adapter). Please keep all software, manuals and interface cables.

• Internal Hard drives:Remove and retain all add-on items(i.e., cables, software, adapters, dongles brackets, installation guides and/or USB antenna) prior to shipment. We are not responsible for these items and cannot return them. We will only return the Xtreamer.net items specified on the RMA.

• Not following these Packaging Shipping procedures to return Xtreamer.net products may void your warranty.Click here to review the XTREAMER.NET official warranty policy.

• All products require stable and sufficient packing material, needed to protect the product from ESD (Electro Static Discharge) influences and possible damage during transport.

• Required Packaging Steps:
  

• A.Place unit in ESD (Electro Static Discharge) Bag .
  B.Wrap with 2 inches of bubble wrap or non-movable foam cushioning
  C.Place in sturdy cardboard box. Do not use chipboard, as it is not strong enough to withstand the rigors of transit. Please make sure the corrugated carton is free from defects and is structurally sound. Note: Returning a XTREAMER.NET unit in an envelope, will void the warranty.
  D.Please print out the RMA Label and affix on the box. Write the Return Material Authorization number on outside packaging, on three sides inbold print.
  E.When shipping multiple items, each item must be, packed as above, hard drive must not directly touch each other and cannot move inside the packaging. All products MUST be, packed in individual anti-static bags and in a sturdy cardboard box. Please utilize Xtreamer.net original packaging when available.DO NOT USE peanuts or packing material that can shift or settle during transit.

• Warning:Returning a XTREAMER.NET unit in an envelope, will void the warranty.

• Send your product to the address located in your RMA Premailer.Retain a record of your RMA number and all tracking/shipping numbers for your records. This will allow Xtreamer.net to better serve you with possible inquiries.

• Your Return Material Authorization number must be visible on 3 sides of the box.Any package sent in without an RMA number will be returned to you non-repaired. If you have multiple RMA numbers, send them in separate boxes (If you are sending multiple Return Material Authorization in a single Over Pack container, each Return Material Authorization number within the over pack carton, must be, individually, boxed with the specific Return Material Authorization number associated with that device, written on three sides of the box in bold print. Failing to follow these specific Over Pack instructions may possibly void the warranty and result in the product being returned to you "as is".)

• if we ask you to send us the unit - please use a traceable carrier.Use a traceable carrier for transport or a signed for service (i.e., Airborne, Fed Ex, UPS, U.S. Priority Mail, etc.) with the post office (European/Canadian customers only) as they provide you with a tracking number and proof of delivery.

• The cost of sending a unit to the returns service center in most cases is covered by us up to 10.00 euro shipping cost. If we ask you to send us the unit or any part of it this cost is paid by the customer.
  After our Logistic Dept. confirmation of receiving your faulty device at our warehouse, we will refund your account for shipping cost upon payment method you used, or issue store credit upon your request.
  PLEASE NOTE:
  WE WILL ISSUE REFUND FOR SHIPPING COST UP TO 10.00 EURO, NOT MORE. EVEN IF YOU WILL PAY MORE WE WILL NOT REFUND MORE THAN THIS AMOUNT.
  
  Xtreamer.net pays for the return shipment (except for some Latin American countries). Xtreamer.net will refuse any collect payment shipment. If upon arrival your products are out of warranty the shipment will be returned to you at YOUR COST and may be scrapped without further notice.

Xtreamer.net Customs Requirements for International Customers.

• International Customers:As a convenience to you, the Customs invoice (Pro Forma Invoice) or packing list provided may be used for Customs purposes. Please sign and date the form (when applicable) and include it with your shipment. XTREAMER.NET C pays any duties/taxes incurred at Customs for the replacement product. Customer pays any duties/taxes incurred at Customs when shipping direct to XTREAMER.NET C. Please contact your Customs and Excise Authorities regarding any excess Import/Export charges that your country may apply. XTREAMER.NET  will not pay for these extra charges. You may also ship the drive via your local post office, but we recommend you ship the package with recorded delivery.

• Customs Requirements:

• Commercial Invoice/packing slip (It can be hand written)

• Return Material Authorization Number (RMA)

• Estimated Value per unit = $100.00

• Description (i.e. Device Number)

• The words: "In Warranty Replacement" are printed on the proforma. This acknowledges to customs that the drive is a replacement and not 'new'.

(Country of origin is also marked on the label on the top of the drive)

• Note: XTREAMER.NET pays any duties/taxes incurred at Customs for the replacement product. Customer pays any duties/taxes incurred at Customs when shipping direct to XTREAMER.NET .