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As a VZWdealers.com customer, you are eligible for a Defective Allowance
discount on each item, instead of paying an upcharge for the option to return
defectives for replacement under our Defective Returns Program.
If you prefer replacement, please indicate that that on your credit
application. Otherwise, your account will automatically be set up for the
Defective Allowance Program.
Defective Allowance Program
The Defective Allowance Program allows you to take a 2% discount off all
pricing on the website. Due to our low return ratio, this has proved to be the
most cost effective procedure for our customers, as it eliminates the shipping
and labor costs involved with product return.
We require that you inspect all incoming shipments, and notify our Customer
Service Department within three (3) business days of any shortages, overages or
errors. Failure to notify Xentris of such nonconformity within this time period
will result in any subsequent claims being denied. Errors in requesting
products through the website are not considered to be a nonconformance. Return
nonconforming products to Xentris only after first contacting the Customer
Service Department, obtaining approval and a return authorization number.
Packages returned without prior authorization won’t be processed and will not
be the responsibility of Xentris to return or compensate.
Defective Returns Program
Defective products can be returned for replacement with the identical product
only.
Credits will only be issued for products which Xentris does not currently
stock, or have been deemed obsolete.
You are responsible for the freight charges on products shipped back to
Xentris. This applies to all orders, including those that Xentris shipped to
you freight free.
Follow this process to return products under the Defective Returns program..
1. Call 1-866-XEN-ACES(936-2237) and request an RA number from our Customer
Service staff.
2. The Customer Service Rep will provide the return address and shipping
instructions.
3. Write the RA number on the outside of all boxes. For multiple box returns,
please mark the boxes sequentially (i.e. "1 of 3", "2 of 3", etc.)
4. Note: Return shipments without valid RA numbers clearly marked will not be
accepted.
5. Keep a record of the carrier’s tracking number, in case you need to check
the progress of your replacement order with Xentris.
6. Once your return is received and processed by our Quality Inspection
Department, replacements will be shipped back to you. You can call Customer
Service at any time for the status of your replacement shipment.
7. Should the returned product be deemed obsolete or non-replaceable, credit
will be issued within one (1) week of receipt of the shipment.
Returns for Non-Compliance
Products can also be returned due to shortages, overages or errors in product
shipment. You must contact the Customer Service Department within three (3)
days of receipt of the shipment. Errors in requesting products through the
website are not considered to be a nonconformance.
Follow this process to return products due to Non-Compliance
Call 1-866-XEN-ACES(936-2237) within 3 days of receiving the shipment and
explain the problem to Customer Service. The appropriate action – return of
product, reshipment of product, etc – will be determined and the Customer
Service Rep will assist you with these transactions. If an RA is required,
refer to the instructions above for RA returns (see Defective Returns Program )
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