Return Merchandise Authorization (RMA) Policy Revised ... - IGT.com

Return Merchandise Authorization (RMA) Policy
Revised July 1, 2011
This policy defines the quality-related activity and related analysis to ensure ongoing and continually improving
Customer Satisfaction. Parts and components are returned or exchanged in a manner to assure customer needs
are met. Following this policies terms and conditions will assure customer transactions are performed in a uniform
manner with uniform results.
This policy applies to all IGT merchandise considered for repair or exchange except where superseded by the
terms, conditions and provisions of contracts. This policy is also considered general in terms and conditions.
Please refer to your contract for specific hardware maintenance details if any.
Requesting an RMA number
All returns or exchanges require a Return Merchandise Authorization (RMA).
RMA request forms may be obtained by email at IGT – National Repair NatlRepSvc@IGT.com or telephone the
following:
IGT National Repair Service - Las Vegas, NV
6355 South Buffalo Drive, Las Vegas, NV 89113-2133
Administration: 702-669-8669 or 702-669-8670
Fax: 702-669-3231
IGT National Repair Service - Reno, NV
9295 Prototype Drive, Reno, NV 89521-8986
Administration: 775-448-3833
Fax: 775-448-7829
RMA form will require the following general business information :
o Business name and address.
o Customer number.
o Requestor contact name, email addresses and telephone number.
o Item details: quantity, part number, description.
o Warranty requests will require: sales order number, machine serial number or repair serial number
to confirm warranty status.
o Submit the RMA request form to IGT - National Repair NatlRepSvc@IGT.com or fax to either of the
following, depending upon your jurisdiction:
IGT National Repair Service – Las Vegas, NV
702-669-3231
IGT National Repair Service - Reno, NV
775-448-7829
Upon receipt of completed RMA request form, IGT will issue the RMA with its assigned number. IGT will
request signature on RMA form to confirm information and services request are agreed upon. Domestic
RMA assignments will remain valid for a period of 10 business days, 30 business days for international
customers. An extension to this timeframe can be obtained from National Repair management listed at
the end of this policy.

Note:
o RMA’s received after the required timeframe may be returned to the customer at the
customer’s expense.
o If the contents of the received merchandise do not match the RMA form details, IGT may
return the merchandise to the customer at the customer’s expense.
o Failure to include an RMA number, sender's address, and/or parts omitted from the packing
slip will delay the parts processing.
Shipping Procedure
Use the guidelines below to ensure that parts are properly protected during shipping and handling.
Packaging Guidelines
When sending parts to IGT's National Repair Service for repair or exchange, all boxes should be marked with:
Return Merchandise Authorization (RMA) number
Sender's address
Packing list identifying contents
Packaging Guidelines
Communicate with your service center regarding appropriate shipping methods and materials:
1. All boxes must be marked with an RMA number. Enclose a packing list clearly identifying the sender's
address and a packing list of parts being returned. All returned parts must match parts listed on the RMA
number. Enclosing additional parts or omitting parts will delay the repair process. Extra parts will be
returned to the customer at their expense.
2. Return video monitors in original packaging only. The original package eliminates potential broken or
cracked touch screens, CRTs, and frame damage. Monitors not sent in the original packaging may be at
risk to void the warranty (if applicable). IGT's National Repair Service assumes no responsibility for
damaged or broken components due to improper packaging.
3. Enclose any part subject to electrical failure by shock in anti-static packaging. Any part shipped to IGT's
National Repair Service without anti-static packaging, when required, voids the warranty.
4. Tape all visible openings in boxes.
5. IGT's National Repair Service will notify the sender of improper packaging and advise corrective
measures. Additional charges may apply for non-compliance of guidelines. Improper packaging may void
a parts warranty.
Important Message about ESD
All Electro-Static Discharge ("ESD") susceptible devices must be packaged at an, approved, grounded
workstation, and moved only in static-shielding bags/totes until delivered to another grounded workstation, or
installed in a machine. Make sure to properly label any ESD sensitive parts.
Note: Bubble wrap and plastic tubes are NOT static shielded carriers and should not be touched unless
at an approved, grounded workstation.
Validation Rejection
Customers will be notified by IGT administration if repair or exchange request are not approved due to
non-repairable condition. Customer may have the option to select either IGT to scrap received
merchandise or return at customer’s expense.

Warranties
Generally, warranty is for a period of 180 days from purchase of service unless superseded by the terms,
conditions and provisions of contracts. Returned merchandise that is out of the warranty period or has
failed due to physical damage, electrical abuse, improper installation, or contains unauthorized
modifications will not receive credit nor will replacement merchandise be issued.
Advance Replacement Request
To request replacement merchandise in advance of your RMA return, a purchase order will be required
prior to the shipment of the replacement merchandise. If merchandise satisfying the advance shipment is
not received within 30 calendar days (60 calendar days for international), from shipment, an invoice will
be generated using the supplied purchase order and billing will be the value difference between the
exchange cost and retail cost to satisfy total cost.
Shipping Costs
Customers are responsible for both the original and return shipments for returned merchandise, unless
customer contract(s) state otherwise. If under warranty, IGT will be responsible for shipping costs
returning repaired or exchanged merchandise to the customer. Special shipping requests other than
standard shipping of 3 day saver will require a signature on the RMA form specifically requesting other
shipping method.
IGT Shipping Addresses:
IGT National Repair Service - Las Vegas, NV
6355 South Buffalo Drive, Las Vegas, NV 89113-2133
Attn: Repair Depot
IGT National Repair Service - Reno, NV
9295 Prototype Drive, Reno, NV 89521-8986
Attn: Repair Depot
IGT National Repair Management:
IGT National Repair Service - Las Vegas, NV
6355 South Buffalo Drive, Las Vegas, NV 89113-2133
Ray Roberts
702-669-8785
Raymond.Roberts@IGT.com
IGT National Repair Service - Reno, NV
9295 Prototype Drive, Reno, NV 89521-8986
Noah Mengu
775-448-0680
Noah.Mengu@IGT.com
IGT National Repair Business Hours:
Monday through Friday, 6:30 a.m. to 4:00 p.m. PST.