Return Material Authorization Policy

Description:

This procedure covers parts being returned to ZTR Control Systems for warranty consideration or repair.
To provide the best in customer service, ZTR Control Systems has developed a Return Materials
Authorization (RMA) policy that:

• Ensures our customers receive prompt and attentive service
• Serves as customer’s official request to allow ZTR Control Systems to begin processing the return
• Enables ZTR Representatives to monitor the request through all processing stages, so they can provide prompt, accurate feedback.

Contact:

Please contact a ZTR Technical Service Representative to perform all possible troubleshooting prior to
deciding that the part needs to be returned and requesting an RMA.
Technical Support: Telephone: 1-855-724-5987 Email: RailCustomerCare@ztr.com

Once an assessment has been completed, an RMA number can be obtained by contacting ZTR via the
following:
Telephone (519) 452-1233 Email: railcustomercare@ztr.com

Please have the following information ready before contacting ZTR:

• Company name and location
• Name and phone number of a person to serve as a contact.
• Part number and Serial number of the part(s) being returned
• Description of the problem with the part(s).
• Purchase Order number to cover any repairs (if applicable)

(Note: There will be no charge on the purchase order if ZTR approves the warranty claim.)

Forms:

A ZTR Representative will process the RMA confirmation form (which includes shipping information)
and then email it to the customer. The customer must verify the accuracy of the information, including the
part and purchase order number (if applicable).
All part(s) to be returned must have a ZTR assigned Return Materials Authorization (RMA) number and/or
a customer assigned purchase order (PO) number. The packaging should have a ZTR RMA Confirmation
form attached. RMA numbers are good for thirty (30) days from the date of issue.

Evaluation/Disposition Timeframe:

Customers can expect to hear from a ZTR Representative either:

• Within two (2) weeks of receiving the part(s) at ZTR with the results of the product evaluation or
• Within three (3) weeks of receiving the part(s) at ZTR with a Service Report detailing the failure
  analysis.

Exceptions to the above timelines may occur if:

a. The device is not under warranty and labor and/or parts are required to complete the repair. The
customer will be asked to decide between providing a purchase order or a credit card to cover the cost.
Customer will also be responsible for any shipping costs (including duty and taxes) to return the
product to them.

b. There is no fault found with the part. In the case of a no fault found condition an evaluation fee will
apply. The customer will be responsible for any shipping costs (including duty and taxes) to return the
product.

c. The product requires any parts for a rep

Costs:

Unless covered by a warrantable failure, there will be an evaluation and/or repair fee for each returned part
even if this part is found to be in good working order. These charges cover the testing time and supplies
necessary to quote the repair/replacement options. If an item is found to be beyond economical repair, the
evaluation fee will still apply. If the customer elects to buy a replacement item within 10 days of
notification that the failed part is beyond economical repair and the customer references the RMA number
for that part at the time of purchase, ZTR will waive the evaluation fee.

All repairs are covered by a one year warranty. The Repair Warranty covers ZTR Control Systems
materials and workmanship specifically performed or for parts replaced during the repair.

Warranty consideration will be calculated based on the date that ZTR Control Systems is notified of
the failure and not the failure date of the product.

All shipping costs to and from ZTR Control Systems, excluding warranty items, are the
responsibility of the customer. If deemed under warranty, ZTR will cover the shipping costs back to
the customer.

Shipping:

Parts must be packaged to prevent shipping damage and sent prepaid to the address stated in the RMA
Confirmation form provided by the ZTR Representative.

Packages should be well marked with the ZTR supplied RMA number and/or have the Confirmation
Form attached.

ZTR Control Systems is not responsible, nor liable for, part(s) returned to ZTR Control Systems
without a ZTR Control Systems issued RMA number.

NOTES:

Proper packaging and storage to prevent damage is the customer’s responsibility. All packages over
50 lbs. must be shipped on a skid. Damage during shipping is the responsibility of the shipping
carrier. Any damage incurred by improper storage, packaging or poor handling incurred during
shipping, is NOT covered by ZTR warranty.