RMA

My unit isn’t working. What do I do?

The first step is to always make sure to register your product. Please be sure to check our Knowledge Base to verify that you have connected your Apogee product correctly. In many cases, Apogee Customers report being able to solve their support problem by simply using Apogee Knowledge Base.

If you are still experiencing problems, contact our Expert Customer Support Team by submitting a support ticket at www.apogeedigital.com/support/contact-support, or via live chat Mon-Fri 8am – 6pm PST. They will walk you through the necessary troubleshooting steps. If it is determined that your unit is in need of repair or replacement, the customer service team member will issue you an RMA Number (Return Merchandise Authorization Number).

Registering your product via our website and opening a support ticket will allow our team to assist you in the most efficient and effective way.

I bought my unit less than 30 days ago from an Authorized Apogee Reseller and I’m experiencing issues, what do I do?

If issues arise within 30 days of purchasing your Apogee product, we recommend you contact the reseller you purchased your unit from for a refund, credit or exchange depending on your reseller’s policy. If you choose to return your unit to the reseller yourself, it will not be necessary to receive an RMA number from Apogee. Feel free to contact Apogee for technical assistance with your Apogee Gear.

What is an RMA or RMA Number?

An RMA Number, or Return Merchandise Authorization number, will be assigned to you and your product once our tech services team has determined that your product needs to be sent in for servicing. All products sent to Apogee for servicing – regardless of whether or not the product is under warranty – require an RMA number. Without an RMA number, shipments will be refused and returned to the sender at their own expense. Before sending your product to Apogee, you must receive confirmation that the status of your RMA is complete.

I have my RMA Number… is my product ready to be shipped?

Your product is not ready to be shipped until the status of your RMA is Complete. Once you receive an email from Apogee with instructions in where and how to ship it, your RMA is complete and ready to be received by us.

DO NOT SHIP if you haven’t received the RMA email with shipping instructions. If you have not received this email, your RMA status is Incomplete and it’s likely that there is missing information. Incomplete RMA’s will automatically be returned to sender by our receiving department. You can check the status of your RMA by contacting Apogee Tech Support via online live chat Mon-Fri 8am – 6pm PST, or by sending an email to rma@apogeedigital.com.

Once your RMA is complete, you must mark your RMA Number clearly on the outside of the shipping box for return to Apogee. This helps our receiving department to quickly determine the nature of the shipment and expedite it to Tech Services.

How long is my RMA number valid for?

Your RMA will expire 14 business days after the date of submission. Should you wish to follow up with the request after it expires, you will have to contact Apogee’s Support Team and initiate a new RMA. In this case, the warranty will be considered from the date the new request was submitted and not from the expired RMA.

RMA: What should I do if I have not received the RMA shipping instructions email within 2 business days after the RMA was created?

If you have completed the RMA form you were emailed, but haven’t received the RMA shipping instructions email, your RMA is still incomplete. To avoid any possible delay, please be sure to upload all necessary information within 24 hours from the time you received the email with the RMA form. If you need further assistance, get in touch with our Tech Support Team via online live chat Mon-Fri 8am – 6pm PST or send an email to rma@apogeedigital.com.

RMA: I provided all the necessary documents, but I haven’t received the RMA instructions yet. What do I do?

Our Customer Support Team strives to answer all requests within 1-2 business days maximum. All RMA Instructions are sent to the address you entered in a web form or sent in your request from. If for some reason you don’t see an email from us within that time, it is likely your email software has filtered or blocked our email.

 

The following action will ensure you receive Apogee Emails:

• Search through your junk mail and bulk mail folders for Apogee email reply, as it could have been placed there by your spam filters;

• Add noreply@apogeedigital.com or apogeedigital.com domain to your address book;

• If you can’t perform the above action, contact your e-mail/Internet provider’s Customer Support Team and check your email configuration settings;

If you believe all your email settings are correct, please contact Support and they can re-send the email or in some cases can provide documents directly. Support is available via online live chat Mon-Fri 8am – 6pm, or you can create a new support ticket www.apogeedigital.com/support/contact-support