To request an RMA (Return Merchandise Authorization) you need to log a case on the Barco customer service portal. See KB 6024 for information on how to login & navigate through the Barco customer service portal.
While requesting an RMA for a ClickShare Base Unit, please provide
- The serial number of the defective Base Unit¹
- The symptom / fault description
- Where possible, the logs of the Base Unit (how to: see KB 4112)
While requesting an RMA for a ClickShare Button, please provide
- The product number of the defective Button (tips: see KB 3998)
- The serial number of the defective Base Unit¹
- The symptom / fault description
- Where possible, the logs of the Base Unit (how to: see KB 4112)
You will not be requested to send back the defective Buttons. In that case, you will be required to physically disable the Button from any operation and provide proof that this has been done. To do this you will need to cut the cable of the Button and provide a picture with the serial number clearly visible as shown in the sample picture below. Once the replacement is confirmed by Barco Support a new Button will be shipped when this picture is provided. Do not cut the cord of the Button before your RMA request is accepted! Wait for confirmation from Barco support.
¹ This serial number is required to facilitate the RMA process, without it an RMA can not be provided. If you need an RMA for multiple Buttons which belong to several different Base Units please create multiple tickets and provide the serial numbers of the individual Base Units.
The serial number can be found on the label attached to the bottom of the Base Unit or on the packaging box in which the Base Unit came, for details see KB 2865.
