Component, Administrative & Other RMA Requests

Component Returns

• RMA Portal - Submit & track all component analysis requests including:
  • Electrical Failure: Functionality issue found after reflow
  • Visual Mechanical: Issue found before reflow (physical defects). To be considered for a return you may not use or mount these obviously damaged parts.
  • Administrative Returns: Issue found at Receiving / Incoming Inspection (Quantity, Labeling, Packaging issues)

Other Returns

• Software
• Boards and cables

RMA Portal Overview

The Xilinx RMA Portal allows you to:

• Submit RMA requests easily and receive instant request confirmation
• Add and receive new case data in real time
• View Xilinx commit dates at each process step
• Query open and closed cases
• Track complete RMA history and performance on one page

Xilinx provides customers with component failure analysis service, where appropriate, to help improve the quality and reliability of Xilinx and customer products and manufacturing processes.

Functional failures may be returned for failure analysis. This includes devices not functioning to specifications, such as electrical and programming failures.

Other issues, such as Visual or Mechanical damage seen before reflow, or Administrative issues found for example at a customer’s Receiving or Incoming Inspection areas, will also be investigated based on case submission through the Xilinx RMA Portal.

Xilinx will confirm receipt of your request upon submission and a Customer Quality Engineer (CQE) will be assigned as your main case contact.

The CQE team determines if the request warrants analysis. You may be asked to provide further information regarding device failure.

Important:

For Electrical RMA Analysis Requests, if possible, DO NOT REMOVE THE FAILED PART before Xilinx responds to your request and directs you to follow the WP 192 - SMT Package Rework instructions for proper device removal.

How to Open a Failure Analysis RMA Case:

• Log in to RMA Portal.
  • If you do not have a Xilinx.com account you will need to create one
  • We advise that you complete or update MyProfile before submitting a new case. This will allow pre-population of contact information when opening a new case
• Select Open New Case
• Ensure that the correct case type is chosen – examples of the different case types are noted by selecting the help function.
• Complete required information including Contact Information, Failure and Device Info, and Failure Detail
• Submit the RMA request

You may contact your FAE or authorized sales representative for assistance.

Your timely, accurate response to the CQE team via RMA Portal helps speed up our failure analysis turnaround time. Be sure to:

Xilinx will confirm receipt of your case upon submission and a Customer Quality Engineer (CQE) will be assigned as your main case contact. The CQE team determines if the request warrants analysis. You may be asked to provide further information regarding device failure.

Your timely, accurate response to the CQE team via RMA Portal helps speed up our failure analysis turnaround time. Be sure to:

• Complete all required Open New Case request information
• Respond promptly to our requests for any additional failure information
• Address any recurring issues in your manufacturing process and/or application
• Note that our analysis may not directly improve either your or Xilinx products or processes

Xilinx cannot accept RMA requests under the following circumstances:

• Failure analysis requests for engineering sample (ES) devices
• Devices not purchased through a Xilinx-authorized channel
• Gross or mechanical damage to the device (such as Vcc/Gnd short or multiple Open/Short pins after reflow)
• Encrypted devices
• Devices not covered by Xilinx warranty/terms and conditions

RMA Portal Tutorial

• Video Tutorial (webex)
• Tutorial Slides (pdf)
• Tutorial Transcript (pdf)

Other Returns

Software Returns

Xilinx development tools may be purchased at a number of locations, such as a distributor, sales representative, or Xilinx business development.

To return or exchange Xilinx development tools, please contact the source where it was purchased.

For software technical support, contact Technical Support:
Phone: 1-800-255-7778

Board, Development Kit and Cable Returns

Loaner boards or cables not originally purchased or never officially for sale are not eligible for return or exchange.

To return a board or cable purchased through normal distribution channels, contact the authorized distributor who originally sold you the product.

To return a board or cable purchased directly from Xilinx please log into the RMA Portal to submit a request.

For suspected Electrical RMAs of Boards and Development Kits, please log into the WebCase tool to submit a request.
A WebCase must be opened and fully debugged before the RMA case can be opened.