RMA Procedure

Intro

Although we do our best to test things before shipping them to you, things happen.  And sometimes those things mean that the devices you order from us just don’t work.  In other cases, devices quit functioning after a time of faithful service.  We understand this and we’re generally very willing to get you a replacement.

What we ask of you:

  1. CONTACT US FOR HELP.  Don’t just send something in.  Contact us via phone support or email first.  Give us a chance to help you resolve the issue without sending things back.  A substantial portion (well over half for certain products) of items returned to us test fine and pass testing.  We would love to be able to help you resolve those errors so that you don’t have the same problem with two good units.
  2. Be honest.  If you tell us your car caught fire (yes, this has really happened) or your dog chewed it (yes, again true) or your car flooded (yes, again true) we will probably chuckle and help you.  If you lie about what happened and we figure it out, we’ll probably be pissed and much less likely to help you
  3. Be descriptive.  When you follow the RMA instructions (see below), you will be asked to explain the problem.  We expect more than, “It don’t work.”  Instead, we would hope to see something more like, “I have a Windows 8.1 laptop.  I plugged my BURN2 in, had drivers installed correctly but the Flash n Burn software did not find my device.  I contacted support and worked with them to diagnose the issue.  They recommended that I RMA the device.”
  4. Make a backup.  Any materials we return to you will be sent BLANK.  If you need a copy of your tune, it is your responsibility to save it before sending in any hardware.   If you cannot recover the tune from the device, we will not be able to either.  We will not recover any tunes.

Please try to follow RMA procedure!  (detailed below)  If you don’t do this, we’re not going to know what to do when your item shows up.  If you ship us something BEFORE making an RMA order, please fill one out as soon as possible and include a note that you shipped your RMA without properly marking the box.

We offer two options for warranty service:

  • “Standard RMA” : send defective goods in, wait for them to arrive and get checked out, we mail you replacements.  If you’re not in a hurry, this is the best option for you.  There is no guaranteed turnaround time with this option.  We typically have things heading back to you approximately 5-10 business days after we receive them.  (See below for more details)
  • “Express RMA” : purchase the replacements you need, choose your shipping method.  Replacements ship immediately – using overnight shipping, you could have replacements as early as the next business day.  Send defective goods in, wait for us to receive them, receive a refund for the order placed.   If you’re on a tight time schedule, this is the option for you.  Your order is essentially a refundable deposit to ensure you return the original goods.  (See below for more details)

Standard RMA Procedure

  1. Contact support.  Troubleshoot the issue.  If they determine you need replacements, continue.
  2. Go to the “RMA – Repair and Replace” section on the left navigation bar of our website.
  3. Add the Return Service item to your cart.  Check out.  You will be placing and order with us, just like if you were buying new goods – except there is no charge for RMAs.  (We do this to make sure we have the correct contact and shipping information for you and so you can track the status of your RMA.)
  4. During checkout, please explain in detail what is wrong and what you have done for troubleshooting in the ‘Comments’ box.  A human being will read and review anything you write in the ‘Comments’ before handling your RMA.  Please explain which vehicle and ECU/ECM/PCM you’re using.  If you have any special requirements, this is your opportunity to be clear about what you need.  Finish the checkout process.  If you forgot anything, you can email us and reference your RMA number.
  5. You should receive an email from us at the address you used to register for our site with an order number for the RMA you just filled out.  If you do not receive this email, please check and make sure you have the correct email address in your profile.  As a backup, you should be able to see the RMA Order number in your order history while logged in to our site.  This order number will be your RMA number.
  6. Box the item up and send it to us with “RMA xxxxxxx” written clearly on the outside of the box.  Our address:

    Moates.net
    16848 Jefferson Hwy
    Baton Rouge, LA 70817

    (you can also find it here: https://www.moates.net/info_pages.php?pages_id=6)
  7. Wait for the item to arrive.  We do NOT typically update order status to indicate items have arrived.  If you have concerns, you may email us.
  8. RMA turnaround time varies according to how busy we are but is typically 5-10 business days from when we receive it till when a replacement ships.  If you’re in a hurry, you can email us and say “please” but we cannot guarantee the processing time for standard RMAs.  (see below if you are in a hurry)
  9. We will repair or replace the item at our sole discretion and ship it back to you.  We typically ship either UPS Ground or USPS Priority mail or domestic orders or USPS Express mail for international orders.  You will typically receive a tracking number when your replacement ships.

 

Express RMA Procedure

  1. Contact support.  Troubleshoot the issue.  If they determine you need replacements, continue.
  2. Place an order for the item(s) you need a replacement for.  If you have special requirements (switching headers, bluetooth headers, etc.), please be sure to mention them in the ‘Comments’ box otherwise “stock” replacements will be sent.  Double check your shipping address!!!  You can choose whatever method of shipping you need for replacements, including overnight shipping.  (Please remember we do NOT ship every day!  Express RMAs are no exception!)  We typically provide ground/priority shipping for free with standard RMAs.
  3. Check out.  You should receive an  email from us at the address you used to register for our site with an order number for the replacements you just ordered.  If you do not receive this email, please check and make sure you have the correct email address in your profile.  As a backup, you should be able to see the order in your order history while logged in to our site.  Please remember this order number.
  4. Follow the “Standard RMA” Procedure above.  In the ‘Comments’ box, explain that you already placed an Express RMA order for replacements and your order number is #xxxxx.  Explain you would like a REFUND for order #xxxxx.  This is critically important.  If you do not explain that you placed an Express Replacement order and ask for a refund, we will send you replacement parts and you will have two sets.
  5. After your defective goods arrive, we will process your order (again, 5-10 business days is standard turnaround time) and we will issue a full refund for the original goods purchased.  If you choose a more expensive shipping method than our “standard” shipping, you may receive a pro-rated refund instead of a full refund of expedited shipping costs.