An RMA can only be issued through an approved support specialist determining the unit is in fact defective and is eligible for repair / replacement warranty. Please do not attempt to send back a unit without being authorized to receive an RMA. If we receive a non-authorized unit, we will not ship it back unless it qualifies for an RMA or you pay for the return shipping. We really want to help you solve your problem, so we need to document and follow specific procedures to avoid delays. The best way is to have an agent generate an RMA ticket for you after helping you troubleshoot the problem first and determining what needs to be done on our end and your end to expedite the replacement / repair of the unit. If you are unable to call during regular business hours, submit a ticket here and we will communicate with you at your convenience.