Issue:

 

How do I return my AlphaSmart 2000, AlphaSmart 3000, AlphaSmart Pro, Dana, or NEO for repair?

 

Resolution:

 

When you initially encounter a problem with your AlphaSmart, Dana, or NEO, first search the Knowledge Base. If an article that provides a resolution cannot be found, then contact the reseller that sold you the unit, or email technical support at support@renlearn.com.

 

Note:  80 percent of all problems can be solved by email/phone troubleshooting procedures.

 

If after troubleshooting it is determined the unit needs to be returned to the factory for repair, it must be assigned an RMA (Return Material Authorization) number before it is returned. An RMA number will be assigned by a technical support representative when they conclude the resolution is for the unit to be sent in for repair.

 

Only the Renaissance Learning, Inc. office can assign RMA numbers. If an AlphaSmart, Dana, or NEO is returned without an RMA number, it will delay its repair and increase the chance that it can become lost. 

 

Note:  Renaissance Learning, Inc. will not be responsible for units returned without an RMA number.

 

Instructions for packaging:

 

1)     Write the RMA number on the outside of the box along with the shipping address supplied by a technical support representative.

 

2)     Tape a short, detailed note to each unit explaining the problem and the RMA number.

 

The AlphaSmart, Dana, or NEO will be sent to a repair center, not the Renaissance Learning, Inc. office. The repaired AlphaSmart/Dana/NEO will be returned in 5-7 business days following our receipt of the unit. If damages are due to accident, abuse, or the repair is not covered under warranty then there will be a charge for the parts replaced and a $35 troubleshooting fee.