Dell CSG RMA Process

 

Internal Process for Returning Stock: 

• No Salesperson or Ops will be allowed to send through return requests for credit to stores. Instruction will be sent from Brand Manager or Brand Operations 
• Please note that there is a DELL CSG RMA mail address: dellcsg.rma@firstdistribution.com 

• For any returns, please send an email to that address for it to be actioned. 
• If you mail me / Melissa, the return will not be actioned. 
• If the stock needs to be collected from the customer – the courier charges will be deducted from the salesperson’s GP. 

  Returns Checklist: 

• Original FD Invoice 
• Drivers’ Details/Courier Details 
• DOA Letter (if applicable) 
• Reason for the return
• Serial numbers (If serialised item) to be mentioned.

• Handling Fee – Non-Negotiable (per unit) 
• 5% if unopened after 1 week of purchase 
• 10% if returned within 1 month. 
• 20% for any (open or not) returns after 1 month.

• Drivers & Courier Details  

• Drivers Name & Surname: 
• Drivers ID Number: 
• Vehicle Registration: 
• Vehicle Make and Model:Or

• Courier Details 
• Courier Waybill: 
• Courier Company Name:
  

• If I find that a unit is returned without any approval from the brand – the unit will be reinvoiced to the customer, and only credited until the process is followed. 
• If there is any open stock returned without following the process – the stock will be invoiced to you as the salesperson.
• State the reason for the return. 
• Include driver details. 
• State where the stock is.  
• Under no circumstances SHOULD YOU RETURN THE STOCK WITH NO APROVAL, TG will reject this. 

Eg: 

Good day Team, 

Can you kindly assist by processing an RMA for the attached invoice. 

Return reason: customer cancelling 1 item  – line 1 x 74-580AJRP. 

Stock is with the client and they will return it as soon as its approved. 

Driver details:  

Emmanuel Mhlongo 

9208055985089 

Cornel Botha  

7306065054086  

Johan Botha  

7804025012087 

Dirk Myburgh 

ID: 5811015229080 

Collins Mampana  

ID: 9503315821086  

Cars: 

White JMC bakkie KN 18 SL GP 

JP06HC GP 

KC73YW GP 

JN34SG GP – NP200 WHITE

 

With regards to DOA (Faulty units) 

• Customer / End User must log a call with DELL Customer Care / Tech Support. 
• The unit will then be assessed by a DELL technician (Tech will log in remotely onto the machine) to check the faults. 
• If the Tech finds the fault good enough reason for DOA, they will issue a DOA Auth Letter – Example attached. 
• Only once this has been received, Please follow the RMA internal process. 

• For a replacement – you need approval from the Brand to proceed with the swap out. 
• Once approval has been received, then you can return the stock to the TEC JHB warehouse – as all DOA stock needs to be collected from one point. 

The above has been confirmed by DELL – Please see below :