Submit an RMA: WARRANTY CLAIM SUBMISSION FORM
The BESS Partner runs point on the case, coordinating with the onsite installer to collect diagnostic evidence. Absence of required documentation will prevent RMA submission.
RMA Steps
Installer contacts Partner to initiate the process.
Troubleshooting & Evidence: BESS Partner leads troubleshooting with the on-site installer and collects diagnostic evidence to confirm all recovery steps were exhausted.
Form Submission: BESS Partner submits the completed RMA form to ConnectDER — ideally while the installer is still on-site.
ConnectDER Review: ConnectDER verifies submitted documents and provides confirmation, RMA ticket, shipping instructions, and labels.
Product Return: Installer ships suspected defective product back to ConnectDER.
Financial Resolution: Outcome depends on RMA type (Standard or Advanced) and eligibility.
Required Information for Submission
Troubleshooting Verification:
Connection module is seated properly
MSA is seated properly
Lock ring is gapless, flush, and front-facing
Contact & Logistics:
Installer's email, company name, state of installation
Origin of sale (ConnectDER Direct, Distribution/Third-party, or Other)
Confirm whether installer has inventory on hand (determines Standard vs Advanced shipment)
Device & Product Identification:
MSA Base Serial Number
MSA Connection Module Serial Number
SKU #
Required Photos:
LED status — clear close-up of color/state
Full MSA — full context photo of installed MSA base and module in socket
Suspected issue — detailed close-up of visible problem
Serial numbers — legible photos of S/N labels on both Connection Module and MSA Base
SLAs
Guidelines only — not contractual or guaranteed.
Standard Replacement:
Action | Estimated Business Days |
Partner outreach to ConnectDER | 1 |
ConnectDER delivers shipping documents / RMA ticket & labels | 2 (from verified doc receipt) |
Installer ships defective product | <20 |
ConnectDER determines eligibility upon receipt | 5–6 |
ConnectDER ships replacement | 1–3 |
Installer receives replacement | Ground shipping |
Advanced Replacement:
Action | Estimated Business Days |
Partner outreach to ConnectDER | 1 |
ConnectDER ships replacement | 1–2 |
Installer receives replacement | Expedited shipping |
ConnectDER delivers shipping documents / RMA ticket & labels | 2 (from verified doc receipt) |
Installer ships defective product | <20 |
ConnectDER determines eligibility upon receipt | 5–6 |
Financial Resolution
Standard — Eligible: Replacement shipped. ConnectDER may reimburse up to $125 for truck roll expenses. Labor, utility fees, and materials are not reimbursed.
Standard — Not Eligible: Warranty denied. No credit or refund.
Advanced — Eligible: No return required. Up to $125 truck roll reimbursement may apply.
Advanced — Not Eligible: Warranty denied and installer is billed for incurred expenses.