RMA and Returns

 

Component Return

RMA Portal for Failure Analysis Returns

RMA Portal allows you to:

• Open RMA cases easily and receive instant case 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 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.

Important: 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
• 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.

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

The following issues inhibit our ability to assist you:

• Gross or mechanical damage was caused to device (such as Vcc/Gnd short or multiple O/S pins)
• Failure analysis was requested for engineering sample (ES) devices
• Devices were not purchased through a Xilinx-authorized channel
• Device is not covered by Xilinx warranty/terms and conditions

RMA Portal Tutorial

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

Visual/mechanical Returns

If you received components that were visibly or otherwise obviously damaged during shipment, you may return them to Xilinx for replacement.

To qualify for this return, you may not use or mount these obviously damaged parts.

Please contact your authorized sales representative for return instructions.

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.

To return software to Xilinx, contact software customer service.

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

Software Customer Service:
Phone: 1-800-624-4782
Email: isscs_cases@xilinx.com

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.

Customer Service:
Phone: 1-800-624-4782
Email: isscs_cases@xilinx.com