TE Connectivity is a global leader in connector and sensor solutions, manufacturing a vast range of products for industries including automotive, industrial, communications, aerospace, defense, medical, and energy. This comprehensive guide will help distributors efficiently manage product returns and claims to ensure optimal customer service and business profitability.
Introduction
As a TE Connectivity distributor, managing returns and warranty claims effectively is crucial for maintaining customer satisfaction and business efficiency. Connectors, sensors, and electronic components represent critical elements in electrical and electronic systems, and proper handling of product issues ensures minimal disruption to end-users' operations. Understanding TE Connectivity's procedures ensures smooth processing and timely resolution of all claims and returns while strengthening your partnership with TE Connectivity and maintaining your reputation in the electrical and electronics industry.
Types of Returns/Claims Available
Limited Warranty Claims
TE Connectivity provides warranty coverage for their products, including:
- Connectors and interconnect systems
- Sensors and sensor systems
- Relays and switches
- Heat shrink tubing and cable accessories
- Terminals and splices
- Circuit protection devices
- Antennas and wireless solutions
- Fiber optic components
TE Connectivity's standard warranty typically covers manufacturing defects in materials and workmanship for 12 months from the date of shipment, with some product families carrying extended warranties based on application and industry requirements.
Defective Product Returns
For products exhibiting manufacturing defects or failing to meet performance specifications, TE Connectivity maintains a structured return process for evaluation and replacement through their Return Material Authorization (RMA) system.
Damaged Goods Claims
When products arrive damaged from shipping or handling, distributors can file freight damage claims, which require specific documentation and prompt reporting within the carrier's timeframe (typically within 5 business days of receipt).
Customer Satisfaction Returns
For unopened, unused products in original packaging, TE Connectivity may accept returns subject to restocking fees (typically 15-30%) when returned within 30 days of purchase. Custom or specially-manufactured products may not be eligible for return under this program.
Quality Notification Process
For potential quality issues that might affect multiple products or batches, TE Connectivity has established a formal Quality Notification process for systematic issue investigation and resolution.
Product Engineering Support
Beyond standard warranty services, TE Connectivity offers technical and engineering support for complex application issues, including failure analysis and application review when products don't perform as expected in specific environments.
Before Filing a Claim/Return
Required Documentation
Gather these essential items:
- Original purchase order and invoice
- TE Connectivity order confirmation number
- Product part numbers and date codes
- Quantity of affected products
- Detailed description of the issue or failure
- Photos of defects or damage
- Application details and environmental conditions
- Electrical test results (if applicable)
- Failure mode and symptoms
- Installation date and conditions
- Original warranty registration information
- End-user feedback on performance issues
Eligibility Verification
Before proceeding, verify:
- The product is within warranty period
- Proper installation procedures were followed
- No unauthorized modifications made to the product
- Operating parameters within product specifications
- Environmental conditions within product tolerances
- Proper electrical ratings were observed
- Correct application of the product
- Compatible system components used
- Product used in appropriate application
- No signs of misuse or abuse
- Proper crimping tools were used (if applicable)
Product Condition Requirements
For returns, ensure:
- Products are clean and free of excessive debris
- All components are included in original form
- Original product markings and date codes are intact
- Evidence of failure is preserved
- No additional damage beyond reported issue
- Proper packaging to prevent transit damage
- Return authorization information clearly visible
- No unauthorized repair attempts evident
- Proper electrostatic discharge (ESD) protection used
- Products have not been damaged by improper handling
- Samples adequately represent the issue
The Claims/Returns Process
- Document the issue thoroughly with photos and detailed descriptions
- Contact TE Connectivity customer service at 1-800-522-6752
- Work with technical support for troubleshooting if required
- Complete the RMA request form with all required information
- Submit all required documentation to product.returns@te.com
- Receive claim evaluation and Return Material Authorization (RMA) number
- Package product according to TE Connectivity guidelines
- Include all required documentation with RMA number clearly marked
- Ship to designated TE Connectivity facility using specified carrier
For complex technical issues, TE Connectivity may offer:
- Detailed failure analysis reports
- Application engineering support
- Field technical support (in select cases)
- Design consultation for application-specific solutions
Best Practices for Distributors
- Maintain detailed records of product specifications and applications
- Document customer application details at time of sale
- Perform initial inspection of products before shipping to customers
- Take clear photographs showing defects or damage
- Verify proper product selection for applications
- Build relationships with TE Connectivity technical representatives
- Train team members on proper documentation procedures
- Create a dedicated process for handling warranty returns
- Understand connector specifications and application limitations
- Keep detailed records of all correspondence related to claims
- Maintain proper ESD handling procedures for sensitive components
- Ensure proper installation tools are used and calibrated
Common Pitfalls to Avoid
- Incomplete documentation of product information and date codes
- Failing to check for application-related issues
- Returning parts with obvious misuse damage
- Submitting claims without proper troubleshooting
- Missing critical information about application environment
- Not involving TE Connectivity technical support early in problem diagnosis
- Overlooking installation errors vs. actual product defects
- Insufficient packaging causing additional damage during return shipping
- Attempting repairs without authorization
- Mixing different types of returns in a single RMA
- Improper ESD handling of sensitive electronic components
- Not using proper crimping tools for terminals and connectors
Tips for Expedited Processing
- Use the standardized TE Connectivity RMA form for all submissions
- Include complete part numbers and date codes exactly as shown on product
- Provide detailed failure description with specific symptoms
- Submit clear, focused photos of defects and product markings
- Include all relevant application information and electrical parameters
- Establish single point of contact for claim follow-up
- Reference original order numbers in all communications
- Submit claims promptly after issue discovery
- Categorize issues correctly (warranty vs. damage vs. application)
- Send appropriate sample quantities for evaluation
- Include test results documenting the failure mode
- Clearly indicate if failure affects safety-critical applications
Conclusion
Effective management of returns and warranty claims strengthens relationships with both TE Connectivity and your customers. Following these guidelines ensures efficient processing and resolution of all claims, helping you maintain profitability while providing excellent customer service for critical electrical and electronic components.
For access to TE Connectivity's portal click here.
Did you know?
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