RMA (Return Materials Authorization) Process

Please utilize this process when returning products to MuL Technologies to help ensure a timely repair/return of your product.

Our team of world class technicians will be able to best help and arrive at root cause analysis using your input.

Request RMA

• Please have the following information ready when you call or email to request an RMA
  • System/component serial number, if applicable (some components do not have serial numbers)
  • Cause of failure or reason for return (detailed as possible to help us identify cause properly, and to track failure modes)
  • Additional, pertinent information on a case-by-case basis
• E-mail Service (support@multechnologies.com) or call 262-242-8830 to request an RMA number
  • Your primary MuL contact is also able to assist
• RMA numbers are valid for 30 days
  • If product is not received after 30 days, the RMA will expire
  • If product still needs to be returned after the RMA expires, please submit a new RMA request

Return the system

• Prepare system for shipment (please use original packaging).
  • If original packaging was not retained, please see packaging guidelines here.
• To package you MARC:
  • Remove battery.
  • Place MARC cart on pallet as shown and install ratchet straps (1).
  • Place foam blocks (x4) as shown (2).
  • Install crate sides and top as shown (3).
  • Lock all 8 latches - 4 top and 4 bottom (insert).
    
• CLEARLY mark the RMA number you received in an obvious location on the shipping carton.  In addition, please use the RMA number in the address label as identified below.
• Use the headquarters address:
  • MuL Technologies
    ATTN: RMA #xxxxxx
    10202 North Enterprise Drive
    Mequon, WI 53092
• Ship the unit back
  • MuL Technologies can expedite return shipment, though additional charges may apply.
  • The customer is responsible for return shipment from MuL Technologies for out-of-warranty systems, upgrade requests, and other units sent back at the customer’s request, including custom fees, tariff, taxes, dock fees, etc.
  • Individual agreements (i.e. Long Term Purchase Agreements) that you have signed with us may differ.  In this case, the terms in the Agreement prevail.

Repair process

• Your primary contact will be directing the repairs of your system; they’re the ones who know your requirements best.
• If we have questions, we’ll get in touch with you.
• If charges or fees will be incurred to repair the system, we will request your permission (generally through the Quote/PO process).
• Individual agreements (i.e. Long Term Purchase Agreements) that you have signed with may differ.  In this case, the terms in the Agreement prevail.
• If you require a status update on your system, please contact Support or your primary contact; they have extensive tools and resources for identifying the current status of any system. 

Return process

• MuL Technologies, per our standard agreement, is responsible for return shipment of in-warranty systems to your location.  Again, signed contractual agreements may differ and will prevail in cases of discrepancies.

MuL Technologies service mission: 

MuL Technologies' mission is to provide you – our customer – with world-class expedient service to get your repaired unit back to you as quickly as possible. This helps further solidify a true partnership in which we operate as a virtual division of your organization.

Thank you for your continued business and trust!

Revised 02/25/2024