RMA (Return Merchandise Authorization) Process:

RMA’s are a result of going through the tier 2 support process and determining if the TaylorSense unit needs to be replaced.

1. Escalate customer issue to Blustream support team through the portal or reach out in the shared slack channel.

Please include a description of the user’s issue as well as their contact information. Blustream uses this information to diagnose and resolve any issues.

2. After attempting to troubleshoot with the customer, Blustream’s team will reach back out in our shared slack channel if an RMA is necessary and provide customer shipping information.

Blustream’s team will also note if it is necessary to try and get the sensor back from the customer.

3. Taylor Guitars support team sends out the replacement sensor to the customer.

Taylor Guitars team can include return postage for the customer to send back the broken sensor to Taylor Guitars.

4. Taylor Guitars support team sends Blustream all RMA’d sensors individually labeled with the support ticket number.

Blustream will regularly report what went wrong with returned sensors to determine and classify any hardware issues.