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RMA Policy & Procedure

Media5 Corporation Warranty Process

Media5 Corporation guarantees that each new product will be free from defective material and workmanship under normal use and service for a period of thirty six (36) months from date of shipment from Media5.

Media5 products that fall under a warranty claim must be reported to Media5 or an Authorized Media5 Corporation distributor or reseller from whom the product was originally purchased.

Media5 recommends reporting warranty claims to Authorized Media5 Corporation distributors or resellers, who may provide additional warranty services.

Customers can also report and return defective products directly to Media5 by following the RMA request procedure described below. For all details on Media5 Corporation warranty, please browse to

RMA Request Procedure

 When a Media5 product is suspected of being defective, Return Merchandise Approval requests should be directed towards Media5 by one of the following ways:

Step 1 -Customers with an existing Media5 Support Portal (MSP) account should login to their account and create an RMA request . From the Home page of the MSP, submit your request by clicking “Create New Incident” and setting Incident Record Type to RMA. Complete the request form.


Step 1 – Customers without an MSP account can send an email to the following address:

tac email

The following information must be provided when requesting a RMA either way.

♦  Serial number of the defective unit(s)

♦  Protocol version & release number

♦  Description of the defect (symptons)

♦  I purchased my unit(s) from (reseller)

♦  Ship To address for your repaired or replaced unit(s)

Step 2 – A Media5 Support Specialist will contact the RMA requester in order to diagnose the cause of the failure and acknowledge the return.

Step 3A Credit Card Authorisation may be requested from customers without a Service Level Agreement to secure treatment of Out-Of-Warranty or No Fault Found products.

Step 4 – Once the hardware defect is acknowledged, an RMA number along with shipping information will be provided to the requester.

RMA numbers are valid for 60 days from the date of assignment. Products received without valid RMA numbers will be returned at the expeditor’s charge. Several defective units can be returned under a single RMA number.

 Step 5Unless specified otherwise, the requester should ship the defective product to the following address:

Media5 Corporation

RMA #____

4229 Garlock street

Sherbrooke, Qc, Canada

J1L 2C8

Shipping Information

Media5 strongly recommends reusing the original packaging material to return the product. Original accessories such as cables and power supply should also be included with the return. Any additional damages incurred due to improper packaging by the sender will be repaired at the cost of the sender. Write the RMA number on the outside of all packages and in the reference field of the shipping form.

Make sure your Export Invoice has the following notations:



Include the following information below on the commercial invoice:

Broker: Cole International Inc. – Montreal

Tel : 514-631-2653

Fax : 514-631-6116

The RMA requester is responsible for shipping costs to Media5. Preferred shipment term is DDU (DDU Incoterm 2000).

 Media5 will return the RMA unit to the “Ship To” address specified by the RMA requester. Ship To information refers to the address where the repaired or replaced unit(s) must be shipped. The destination address can be different from the originating address.

Shipment Term for returning a product is DDU (DDU Incoterm 2000). Under this term applicable taxes, duties and customs clearing must be paid by the receiving end.

Repair or Replacement

The defective unit received will be repaired or replaced by an equivalent product. Repaired or replaced unit will be returned to the “Ship To” address specified in the RMA request and tracking information will be sent to the requester.

Repaired or replacement products have a warranty from hardware defect and workmanship for a period of 90 days following the shipment date. The product original warranty will prevail after the 90-day period.


Warranty claims performed after the applicable warranty period will be considered as Out-of-Warranty. Media5 will request a credit card number or purchase order corresponding to the repair cost from the RMA requester prior to authorizing the return.

No Fault Found Charges

 No Fault Found (NFF) fee will be charged for RMA unit returned to Media5 and confirmed as being not defective. NFF costs are listed in the table below. Sender will pay all return shipping charges plus fees if no fault was found on the Product.

 The following repair cost table shall be used to estimate repair fees. 

Product Line Repair Cost * NFF** Targeted Repair Time
(USD) (USD) (Working Days)
Mediatrix® 4102/4102S $ 60 $ 60 30
Mediatrix® 4108 $ 240 $ 150 30
Mediatrix® 4116 $ 300 $ 150 30
Mediatrix® 4124 $ 350 $ 150 30
Mediatrix® LP series $ 600 $ 150 30
Mediatrix® 4400 series $ 160 $ 150 30
Mediatrix® 3000 series $ 500 $ 150 30
Mediatrix® C7 series $ 160 $ 150 30
Mediatrix® Sentinel 400 $ 700 $ 150 30
Mediatrix® G7 Series $ 500 $ 150 30


* RMA requester may require a repair or replacement product to be repackaged as a new product for an additional fee of $30 per unit. ** Plus all return shipping charges plus fees.