FOREST ROCK RMA PROCESS

Forest Rock Systems (UK) Returns process

Hello Customer,
Thanks for getting in touch. To help us progress your return as smoothly as possible, please follow the steps below. This ensures that we can confirm warranty status, help you to diagnose the issue correctly, and allow us to process any replacement that has been approved quickly.

Step 1 — Check Whether the Product Is Under Warranty

Before we can start a return, we need you to confirm whether the device is still within its warranty period. A purchase order and the serial number can usually help with this step of the process.

What we need from you:

• As much information about the product as possible and the issues your experiencing.

• For JACEs and MAC36 Controllers:

  • The Host ID

  • The Serial Number so we can check the ship date

• For other hardware:

  • The product type and serial number

  • A detailed description of the issue

Once received, we will check the warranty status and guide you to the next step:

If your product is within warranty (Step 1a)

We’ll need you to carry out a diagnosis first. Please raise a support ticket by emailing support@forestrock.co.uk, including all details and screenshots/video where possible, including any error logs in the case of a JACE or other controller.

If the checks confirm a known RMA fault, we’ll move to Step 3.

If your product is out of warranty (Step 1b)

We can still assist you in performing a diagnosis, but please note:
If the issue is confirmed as a hardware fault, the device is not eligible for free repair or return due to being out of warranty.

Step 2 — Diagnosis

To confirm whether the unit needs to come back to us physically, we will need:

• Screenshots or a short video of the issue

• Larger files can be sent via WeTransfer

If a return is required, we’ll pass the details to our Sales Team so they can prepare the next steps and create the RMA Form.

Step 3 — Replacement PO & Returns Note

If a return is authorised:

1. Please raise a Purchase Order (PO) for a replacement device.

   • If the returned unit is confirmed faulty, we will credit this PO.

   • If the fault is due to user error or no fault is found, we will invoice against this PO and return the original unit along with a Forest Rock engineers test report.

2. We will generate a Returns Note and an RMA number for you.

   • Format example: 230524/1 (Date + return count for that day)

3. We will email you the Returns Note,
   

Step 3a — Physical Investigation

Once your unit arrives with our Sales Team, it will be booked in so our engineers can carry out physical testing to confirm and replicate your reported diagnosis.
We aim to complete these tests within 4-10 working days, unless the unit was already confirmed faulty during the support calls with our technical support team.

Step 4 — Testing the Hardware

One of our support technicians will test the device based on the issues you reported.
The results will be added to your Returns Note.

After testing, the unit is handed back to Customer Services so they can provide you with the outcome.

Step 5 — We Update You

Once testing is complete, we will contact you with the results:

If the unit is confirmed faulty (Step 5a)

• We’ll send you a copy of the completed Returns Note

• We will credit your replacement PO

If no fault is found (Step 5b)

• We’ll send you the completed Returns Note.

• We will invoice against the replacement PO and return the original unit to you

Step 6 — If the Product Is Faulty

If the unit is confirmed faulty, we will begin the return process with the manufacturer in line with their official RMA procedures.

If you need any help at any step, just message sales or support and we’ll be happy to assist.

Kind regards,
Technical Support Team
Forest Rock Systems UK

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