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Selecting a display for an industrial device involves more than evaluating its technical specifications, quality documentation, and compliance with application requirements. What happens after the purchase is equally important, particularly when there is an issue with the delivery, a fault occurs during operation, or an in-depth technical analysis is required.
When selecting a display supplier, it is worth considering not only the warranty terms themselves but also how the supplier handles claims, manages the RMA process, investigates reported issues, and determines the appropriate next steps. In long-term and high-volume projects, a clearly defined claims process helps minimize the risk of downtime, additional costs, and uncertainty for purchasing, quality, production, and service teams.
This is another Unisystem guide based on questions we regularly receive from our customers. It explains how warranty claims, DOA reports, RMA procedures, and root cause analysis are handled in display-based projects.
This article refers to Unisystem’s General Terms and Conditions of Sale, which define the rules governing our commercial cooperation. The current version of the document is available here: https://unisystem.com/general-terms-and-conditions-of-sale.
Claims handling is one component of a broader approach to quality and reliability. To learn more about other aspects of display quality assessment – from certificates and compliance documentation to quality metrics, material declarations, and environmental testing – read our guide to display quality and compliance.
Warranty as part of project risk management
The standard warranty period for products offered by Unisystem is 12 months. This is the basic period of coverage specified in the General Terms and Conditions of Sale. It is important to note that the warranty applies only when the product is used for its intended purpose and in accordance with its technical specification, datasheet, or operating instructions. It covers defects caused by conditions inherent in the product at the time of sale.
The warranty does not cover problems resulting from factors such as selecting a component unsuitable for the intended operating conditions, improper use, installation or maintenance, unauthorised modifications, mechanical damage or force majeure events.
Warranty terms should therefore be considered an integral part of project risk management. At the purchasing stage, it is advisable to verify that the selected display meets the actual requirements of the application, the operating environment, and the intended integration method for the device.
In long-term, high-volume projects, a clear understanding of the warranty terms helps define each party’s responsibilities and reduces uncertainty for the device manufacturer. This is particularly important when the component is intended for applications in which downtime is costly and difficult to manage.
DOA (Dead on Arrival) – what to do if an issue is identified immediately after delivery
One type of claim that may arise following delivery is a DOA (Dead on Arrival) report. This term refers to cases in which an issue is identified at an early stage.
When a problem is apparent upon receipt of the shipment, a prompt response and proper documentation are essential. Under the procedure set out in the General Terms and Conditions of Sale, the buyer should inspect the goods immediately upon delivery. If any damage or other irregularity is identified, it should be recorded on the consignment note and documented in a discrepancy report. The claim should then be submitted by email to rma@unisystem.com.
The submission should include the information required to identify and assess the case, including the buyer’s details, the product covered by the claim, the value of the affected goods, the number and date of the VAT invoice, and a copy of the discrepancy report.
If the issue is not identified until after receipt of the shipment – for example, during incoming inspection, initial testing, or the first integration of the component into the device – the claim should be submitted in accordance with the warranty procedure described in the section RMA step by step – how does the claims process work?
Once we receive the submission, we review the information provided and determine the next steps in accordance with the rules set out in the General Terms and Conditions of Sale. Depending on the nature of the case, this may involve agreeing on return arrangements, carrying out an additional technical assessment, or reviewing the claim under the warranty procedure.
This ensures that the process is structured from the outset and that the customer knows what information and actions will be required to assess the case.
RMA (Return Material Authorization) step by step – what does the claims process involve?
RMA, or Return Material Authorization, is a procedure for submitting a product for verification, technical analysis, or claim assessment. Its purpose is to structure the entire process, from providing information about the issue and assessing the submission to deciding on the appropriate next steps.
An RMA request may concern various issues identified after the product has been received, such as incorrect display operation, no image, image distortion, backlight problems, incorrect touchscreen operation, deviations from the specification, or other symptoms observed during incoming inspection, initial testing, or integration of the component into the device. Each case is assessed individually, as the issue may originate from the component itself, the operating conditions, the connection method, or the way it has been integrated into the target application.
Under the General Terms and Conditions of Sale, a warranty claim should be submitted by email to rma@unisystem.com immediately after the defect has been identified. Proper documentation is essential for the claim to be assessed efficiently. Photographs showing the type and extent of the defect are required. It is also advisable to include the order or invoice number, product designation, a description of the issue, operating conditions, the connection or integration method, and the number of affected units.
Once we receive the submission, we review the information provided and determine the next steps. Depending on the nature of the case, the process may include technical verification of the product, consultation with the component manufacturer, or an additional expert assessment if required to confirm the defect. The processing time depends on the type of claim, the scope of the necessary diagnostics, and whether external parties need to be involved.
Failure Analysis – when standard claims handling is not enough
In some cases, standard claims handling may need to be supplemented by a more in-depth technical investigation. This process is often referred to as Failure Analysis, meaning an analysis of the cause of a failure. It is particularly relevant in high-volume projects, applications operating under demanding conditions, and cases where the issue may affect a larger batch of products, production continuity, or the operation of the finished device.
In practice, Failure Analysis can help determine whether the issue results from a component defect, operating conditions, the connection method, integration within the device, mechanical damage, or another cause. The scope of the analysis depends on the nature of the case, the product type, and the available technical data.
For more complex issues, the findings may be presented as a report, provided the scope has been agreed upon during the claims-handling process. The report may include a description of the issue, conclusions from the diagnostics performed, and, where possible, an indication of the probable root cause.
This approach is particularly important in long-term projects. It supports decisions based on technical evidence rather than assumptions and helps identify measures that can reduce the risk of similar issues recurring in the future.
Why is a structured claims process important for device manufacturers?
In industrial projects, a claim is more than a formality. For a device manufacturer, this may require suspending assembly, conducting additional tests, contacting the end customer, updating documentation, or deciding how to handle an entire batch of products.
This is why the claims-handling process should be predictable, properly documented, and based on information as complete as possible. Clear warranty terms, a structured RMA procedure, and access to technical analysis help reduce uncertainty for quality, purchasing, production, and service teams.
A well-managed claims process makes it possible to:
- identify the nature of the issue more quickly,
- reduce the risk of downtime,
- improve communication between the parties,
- determine the next steps based on technical analysis,
- minimize the risk of similar incidents recurring.
In high-volume, long-term projects, this approach directly impacts operational continuity. It not only helps resolve an individual issue but also supports better control over delivery quality, greater cooperation and stability, and the continuity of the entire production program.
Post-purchase technical support – an important aspect of reliability
The quality of a display should be assessed not only before purchase, but also in terms of how the supplier responds to problems that arise during the course of cooperation.
At Unisystem, we also support customers when technical verification, claim assessment, or an evaluation of possible causes is required. With structured procedures and experience in industrial projects, we help manage the process in a transparent and predictable way, adapted to the specific nature of the application.
This is particularly important in high-volume and long-term projects, where efficient communication, proper documentation, and prompt identification of the issue help reduce the risk of downtime.
Do you need support after purchasing a display?
If your project involves a technical issue, a warranty claim, or the need for additional analysis, contact us. We will help you follow the applicable procedures, assess the case, and determine the appropriate next steps.
