Returns

Modem Return Policy

• Purpose: Outlines procedures for external shippers handling returned Nomad Internet modems. Focused on proper handling, testing, cleaning, and reuse.
• Receiving Returned Modems:
  • Verification: Match return information (customer order, IMEI, etc.) to the modem.
  • Packaging Inspection: Check for damage to prevent further harm to the modem.
• Modem Examination for Damage:
  • Physical Inspection: Document any visible damage (cracks, broken ports, scratches, water damage, heat damage, tampering).
  • Component Check: Verify all components (power adapter, cables, SIM card, antennas) are present. Documentation of missing parts is required and must be reported to Nomad Internet.
• Testing Modem Functionality:
  • Power & Connection: Power on, ensure SIMs work, and test connection to network.
  • Performance Check: Run diagnostics or speed tests to confirm proper function.
• Cleaning and Sanitizing:
  • Surface Cleaning: Use soft cloth and non-abrasive cleaner.
  • Sanitizing: Use disinfectant wipes/spray on modem surfaces.
• Sorting (Damaged vs. Non-Damaged):
  • Non-Damaged: Pass all tests, return to inventory for reuse.
  • Damaged: Document damage, either repair, warranty return, or disposal (as directed).
• Logging the Return:
  • Detailed Record: Record customer details, IMEI, condition, components, tests details. IMEI and modem condition are required fields. RMA is optional, if displayed on the label, then log it.
  • Inventory Updates: Update inventory for non-damaged modems.
• Modem Preparation for Redistribution:
  • Repackaging: Secure, protective repackaging using proper Nomad Internet branding.
  • Inventory Placement: Storage in a safe, clean, organized manner.
• Reporting:
  • Weekly Reports: Summarize return counts, conditions, and issues to Nomad Internet.
  • Notifications: Report any recurring issues (damage, missing parts, functional failures) promptly.
• Compliance: Adherence to the policy is crucial, and failures may result in penalties.