Request an RMA from Cascadia Motion
From time to time, our customers may need assistance in diagnosing or repairing a non-functional inverter. The Return Merchandise Authorization (RMA) request process has been established to enable our customers to ship the unit back to Cascadia Motion for evaluation and repair (when possible).
Please Note:
Step 1: Contact Cascada Motion Support
Before submitting an RMA, please submit a support ticker. RMA inquires requested before contacting Cascadia Motion will be rejected. Please include the following details in your inquiry:
If you are asked to submit an RMA, please click the "Submit RMA" button at the bottom of this page. An email with RMA instructions and authorization forms will be sent to the email entered into the form. Do not return any material before receiving these forms.
Step 3: Diagnostics and Troubleshooting
Once the product has arrived at our facility:
Important Note: This quotation is an estimate which is intended to aid the customer in their decision whether to repair the unit, the final repair cost may vary. If the repair cost exceed the upper bound of the estimate, the RMA technician will stop work and notify the customer immediately of the revised estimate.
Step 4: Repair and Final Invoice
After customer has provided direction for the repair:
Please Note:
- RMA process typically takes 3-4 weeks. We will attempt to notify our customer of any extended lead times.
- There is a charge of $650 per unit to cover diagnostics and troubleshooting, regardless of our ability to repair.
- Please ensure all coolant is drained, flushed with water and purged with air prior to returning to Cascadia Motion. Units returned with coolant leaks in the packaging are subject to a $450 cleaning and waste disposal fee.
- Customers are responsible for the cost of shipping (including taxes, tariffs, fees, etc.) to and from Cascadia Motion. However, if we determine this to be due to manufacturing defect or workmanship, we may elect to ship the unit back to the customer at no charge.
- Cascadia Motion reserves the right to dispose of any hardware that have unclaimed or unpaid after 3 months from hardware received date.
Step 1: Contact Cascada Motion Support
Before submitting an RMA, please submit a support ticker. RMA inquires requested before contacting Cascadia Motion will be rejected. Please include the following details in your inquiry:
- Part Number
- Serial Number
- Detailed Problem Description
- Usage History
- EEPROM Backups
- Diagnostic Data
- CAN Logs
If you are asked to submit an RMA, please click the "Submit RMA" button at the bottom of this page. An email with RMA instructions and authorization forms will be sent to the email entered into the form. Do not return any material before receiving these forms.
- Please ensure all coolant is drained, flushed with water and purged with air prior to returning. If possible install caps on coolant port. Customers should consult their local authority for proper coolant disposal/recycling.
- Properly package the unit. Shipping damage will be the responsibility of the customer.
- Place a copy of the RMA forms inside the box to ensure proper tracking.
- Ship to the address as instructed on the RMA form. Deliver with all taxes, tariffs, etc. paid.
Step 3: Diagnostics and Troubleshooting
Once the product has arrived at our facility:
- The hardware will be unpacked and perform a visual inspection performed.
- We will perform initial analysis and troubleshooting.
- The customer will be provided with an indication of findings and a quotation for repair.
- The Customer must notify Cascadia Motion if they would like to proceed with repair by submitting a Purchase Order. If they do not want to proceed, we can scrap the unit. A $650 charge to cover diagnostics and troubleshooting will be applied to all units, regardless of the choice to scrap the unit.
- A $0 quotation will be provided to the customer if the repair costs are covered by warranty. Cascadia Motion determines warranty status of all RMA's.
Important Note: This quotation is an estimate which is intended to aid the customer in their decision whether to repair the unit, the final repair cost may vary. If the repair cost exceed the upper bound of the estimate, the RMA technician will stop work and notify the customer immediately of the revised estimate.
Step 4: Repair and Final Invoice
After customer has provided direction for the repair:
- The hardware will be repaired as instructed.
- The inverter will be reprogramed and checked via automated functional tests.
- Once unit is repaired and working, we will send an invoice for all repairs. Customer will then send payment.
- Customer is responsible for return shipping. We can use our account or customer's shipping account if provided in step 1.
