Why an Integrator Must Master RMA/DOA
In a AV installation, a stationary PTZ camera isn't just a piece of broken equipment—it's a room
meetings without video conferencing, a classroom without streaming, or a production without camera shots. That's why,
The sooner the correct support ticket is opened, the sooner the production line will be back up and running.
At Laia, this process is handled through the RMA/DOA procedure. This guide explains
how it works on the inside, what documentation requires, and what happens to the costs depending on the
diagnostic results. It is designed for sales teams, pre-sales teams, and system integrators
and wholesalers who provide after-sales support to end customers.
RMA and DOA: What They Are and How They Differ
RMA and DOA These are the two ways to manage the warranty for a Laia device. Both are processed
through the same web form, but they start from different situations and have different outcomes
different.
RMA (Return Merchandise Authorization). This is the procedure for handling a piece of equipment
Laia that develops a defect during its useful life and is covered by warranty. Laia verifies at
their facilities if the equipment is actually broken and, depending on the applicable coverage,
proceeds to repair or replace it.
DOA (Dead On Arrival). This refers to a situation where the camera arrives broken: the defect is detected upon opening the
unbox it and perform the initial setup. In the case of a DOA, the equipment is replaced immediately
for a new one.
In practice, both are requested using the same online form and require the invoice for
purchase. The difference lies in when the problem occurs and how it is resolved. The RMA covers
Faults that occur during use: undergo a diagnostic check and result in a repair or
Replacement under warranty. The DOA warranty covers devices that are broken upon unpacking and are
Resolve the issue by replacing it with a new one.
What the warranty covers by product family
The warranty period begins on the date of the purchase invoice. That is why the invoice is
Required for any RMA or DOA: without it, it is impossible to determine whether the equipment is
within coverage.
Service and replacement times depend on each family's support program:
6-Year Prime Support. For the following families: C-Pro, C-Pro ,Infinity , and Broadcaster Pro, which
You can extend your warranty to 6 years by registering for free. Issues are
They respond within 2 hours, and the replacement is completed within a maximum of 48 hours from the time the
The team arrives in Laia.
Prime Support (3 years). Included as standard on the C-Pro, C-Pro Infinity , Broadcaster Pro,
myTeam and t-Pod. The same timeframes apply: service within 2 hours and replacement within 48
hours at most.
Professional Support (2 years). Part of the B-Hybrid family. Issues are addressed
within 6 hours, and the replacement is completed within a maximum of 10 days from receipt of the
team.
Three technical details that should be communicated to the client:
Extended to 6 years. Applies to the following cameras: C-Pro, C-Pro ,Infinity , and Broadcaster Pro
purchased on or after January 1, 2025. They must be registered on the Laia website at
the two months following the purchase.
Service Hours. Issues are handled Monday through Friday (business days), from
9:00 a.m. to 8:00 p.m. CET/CEST. Replacements are processed on weekdays by Laia, from 9:00 a.m. to
6:00 p.m. CET.
Destination. Pickup and shipping times are based on mainland Spain.
Outside of it, they depend on each country's transportation and customs systems; since Laia works at
EXW: The customer is responsible for customs fees.
Full details at Laia Warranty
How to Apply, Step by Step
Every RMA or DOA follows the same process: request via form, pickup by Laia, and
diagnosis at their facilities. The diagnosis is what determines what happens with the
equipment and who covers the costs.
1. Application via Web Form. It is opened by the integrator, the wholesaler, or the end customer. In
This field indicates the person whom Laia will assist throughout the process.
2. Validation in Support. The request is forwarded to the support team, which requests the invoice for
Purchase to verify that the equipment is still under warranty.
3. Pickup. Laia is in charge of picking up the equipment and transporting it to their facilities; the
The customer does not have to arrange for shipping.
4. Diagnosis. The equipment is tested to ensure it is functioning properly and is classified as fault-free,
damaged or broken due to misuse.
5. Resolution. Depending on the results and the warranty, the item will be repaired, replaced, or returned. In
If it's DOA, the camera is replaced directly with a new one.
The three possible outcomes of the diagnosis and who covers the costs
The diagnostic test at Laia's facility classifies each piece of equipment into one of three categories.
That classification determines who pays and what the customer receives.
Fault covered by warranty. Laia will repair or replace the equipment in accordance with the applicable warranty,
in a up to 48 hours through Prime Support. In this case, Laia covers the cost.
No malfunction. The equipment is working properly and is being returned to the customer, who will bear the cost.
diagnosis and transportation.
Damage due to misuse. The warranty is void, and the customer is responsible for the costs of processing and the
customs fees. Since you're already a customer, Laia is offering you a replacement on favorable terms
advantageous.
The Case "in working order" is the one that can be avoided the most from the integrator's perspective. Many
Issues are resolved on-site by checking Power Supply, the wiring, or
Configuration before opening the RMA (see the checklist below).
In the event of misuse, the advantageous replacement offer allows the customer to recover the
room without having to pay the full price of new equipment.
Checklist Before Opening an RMA
Power Supply
- Video Signal: Verify that the switch is supplying PoE+ (IEEE 802.3at) to the camera port and that the switch's total power budget has not been exhausted.
- If an external power source is used, try another power source with the same specifications.
- Rule out damaged cables or non-standard cable runs by testing with a short, known-good cable.
Video signal
- Isolate the faulty output (HDMI, 3G-SDI, USB-C, IP/NDI) and check if the others are working.
- Try using a different cable and connecting to a different device (monitor, capture card, PC) to rule out the rest of the signal path.
- For IP, verify the address and subnet mask, and make sure the camera is responding on the network before blaming the stream.
Firmware and Configuration
- Update to the latest firmware from " Manuals and Resources."
- Perform a factory reset and try again with the default settings
Information for the form
- Purchase invoice for the equipment (required).
- Model and serial number.
- Technical description of the issue and tests already performed.
- Contact person whom Laia will support.
Frequently Asked Technical Questions
Who can file an RMA or DOA? The integrator, the wholesaler, or the end customer, through
from the web form. The request specifies the person Laia is supposed to provide support to
during the process.
What happens if I don't have the receipt? A receipt is required. The warranty
It starts on that date, so without it, coverage cannot be validated.
Do I have to ship the equipment myself? No. Laia is in charge of picking up the equipment and taking it to her
diagnostic facilities.
How long does the replacement take? With Prime Support, a maximum of 48 business hours from the time
The equipment arrives at Laia. With Professional Support (B-Hybrid), delivery takes a maximum of 10 days.
What is the practical difference between RMA and DOA? In a DOA, the camera arrives broken from
origin and is replaced with a new one. In an RMA, the defect occurs during use, and according to the
After diagnosis and verification of the warranty, the item will be repaired or replaced.
If shipped from outside Spain, Who pays the customs duties? The client. Laia works at
EXW (Ex Works) terms, so the customs duties on the shipped equipment
are always the customer's responsibility. Delivery times also depend on the shipping method of the
country of origin.
Conclusion
A properly processed RMA comes down to three things: the purchase receipt on hand, the diagnosis
basic information provided in the meeting room and the contact person clearly identified. With that, Laia collects the
The team inspects it and, if the problem is covered, repairs or replaces it within 48 hours at the latest
on Prime Support.
- Do you have an issue? Submit it through RMA/DOA Support.
- Did you just buy a C-Pro, C-Pro ,Infinity , or Broadcaster Pro camera? Register it within the first two months and extend your warranty to 6 years with Garantía Laia.
- Do you want to resolve more issues on-site, without an RMA?Laia Academy certifications prepare your technical team to install, configure, and troubleshoot Laia equipment.
