Return Merchandise Authorization (RMA) Process

1. Service call generated or tech discovers issue on site
2. Tech Identifies faulty equipment
3. Tech swaps equipment

   • Use the correct resolution code. Refer VTT app for details
   • Secure the swapped equipment on work vehicles in a safe location that also protects the equipment from damage or further damage
   • Return the swapped equipment to the local warehouse for processing and shipping the equipment back to Viasat
   • Local warehouse packages defective/damaged equipment

Make sure equipment is protected

1. Use bubble wrap and secure equipment
2. The modem in the box w/ accessories included
3. TRIA Radome protected
4. Do not write on equipment
5. If equipment is customer damaged follow these on-site:

   • Tech takes a pic of damaged equipment before removal
   • Upload photos to the VTT app
   • Make a note detailing the damage

For DTV Partners
– Please contact your local DTV contact

For Viasat Retailers:

• Follow the Viasat Equipment management process located in the GPP Knowledge base.

• If you have additional questions, please reach out to your Regional Sales Manager.

06302025