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Request for RMA (Return merchandise authorization)

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Youcefbouzgaou

Hello, I bought a D455 camera several months ago and it doesn't work on my pc (and not only mine). It is not detected and believe me I have tried all possible solutions to make it work as you can see from the dissucssion on this forum with MartyG:

https://support.intelrealsense.com/hc/en-us/community/posts/4425397726739-How-to-start-proprely-on-Unity-?page=2

I would like to get the RMA (Return merchandise authorization) to be able to finalize the refund of the camera with the seller. Thank you for your attention

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4 comments

Date Votes
  • Wai Fook Wan

    Hello Youcefbouzgaou,
     
    Based on your description of the issue, your - is faulty and should be returned or exchanged.
     

     

    IMPORTANT - READ

    In your issue description to Intel RealSense Store Support write, "I have contacted RealSense technical support and agent Waix Fook Wan confirmed that my camera is faulty. The RealSense technical support ticket number is 18264."

     

    • If you did not purchase the unit from the Intel Store, contact your distributor for a return.

     
    To help us in diagnosing this issue after you return the camera, please reply to this email and provide:
     

    • PC Manufacturer e.g. Dell, Lenovo, HP, etc.
    • PC model e.g. Inspiron 1300, Elitebook 840, Thinkpad X1
    • The serial number of the camera, which is located on the box, the camera, and in RealSense Viewer.

     
    We apologize for the inconvenience this has caused.
     
    Sincerely,
    Wan
    Intel RealSense Customer Support

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  • Youcefbouzgaou

    Hi, thanks for your answer.
    I did not buy the unit in the Intel store, and my distributor (Goldway France, Amazon) is asking me for the RMA (Return Merchandise Authorization) to finilize the return and unless I am mistaken it is not the 18264 ticket you are talking about.

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  • Wai Fook Wan
    • Edited

    Hi Youcefbouzgaou,

    Please contact Intel RealSense Store Support to request the RMA. 

     

    Please mention that your camera was not bought from Intel Store and your distributor requested RMA in the "brief description" here.

     

     

    Regards,

    Wan

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  • Wai Fook Wan

    Hello Youcefbouzgaou, 
    I hope everything is going well for you. Please open a new case if you have further questions and we'll be happy to help you.
     
     
    Regards,
    Wan

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