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APPENDIX: Equipment Issues & Technical Support
REPORTING EQUIPMENT LOSS OR DAMAGE
If you find equipment was damaged during the shipping process, file a claim with the carrier. Follow the “Reporting Visible
Loss or Damage” or “Reporting Concealed Damage” procedures to file a claim with a carrier.
REPORTING VISIBLE LOSS OR DAMAGE
Make a note of any loss or evidence of external damage on the freight bill or receipt, and have it signed by the carrier’s
agent. Failure to adequately describe such external evidence of loss or damage may result in the carrier refusing to honor
a damage claim. The form required to file such a claim will be supplied by the carrier.
REPORTING CONCEALED DAMAGE
Concealed damage means damage which does not become apparent until the unit has been unpacked. The contents
may be damaged in transit due to rough handling, even though the carton may not show external damage. If you discover
damage after unpacking the unit, make a written request for an inspection by the carrier’s agent, then file a claim with the
carrier since such damage is most likely the carrier’s responsibility.
INVENTORY EQUIPMENT RECEIVED
After opening your shipment, you should take inventory of the parts immediately. Check each item received in your
shipment against the packing slip included with the shipment. If any items are missing, please notify
Kratos Defense &
Security Solutions, Inc.
immediately by contacting Customer Service.
RETURNING DAMAGED/DEFECTIVE EQUIPMENT
Kratos
strives to ensure all items arrive safe and in working order. Despite these efforts, equipment is at times received
with damage or faults. When this occurs, it may be necessary to return some items to
Kratos
for either repair or
replacement. Returns can be expedited using the following procedure:
Step 1:
Call the
Kratos
Technical Support and request a Return Material Authorization (RMA) number, as well as the
address to which you should forward the material(s)
Step 2:
Tag or identify the defective equipment, noting the defect or circumstances. Also, be sure to write the RMA
number on the outside of the carton. It would be helpful to reference the
Kratos
sales order and purchase order number,
as well as the date the equipment was received
Step 3:
Pack the equipment in the original container with protective packing material. If the original container and packing
material are no longer available, pack the equipment in a sturdy corrugated box and cushion it with appropriate packing
material
Step 4:
Be sure to include the following information when returning the equipment:
• Company Name, Address (City, State and Zip Code), and Telephone Number
• RMA Number
*
• Problem/Damage Description
**
• Contact Name
*
Absence of the RMA number will cause a delay in processing your equipment for repair. Be sure to include the RMA
number on all correspondence.
**
All installation, adjustment and operational information must be strictly adhered to in order to achieve warranted
performance specifications.
Step 5:
Ship the equipment to
Kratos Defense & Security Solutions, Inc.
using UPS, U.S. Postal Service, or other
appropriate carrier,
freight prepaid and insured. The material should be forwarded to the address given by the
Kratos
Customer Service
contact
