I have been issued a 'ZTRX' RMA, what does this mean?
If you have been issued an RMA that begins with ‘ZTRX’, then this means that Wacom will be replacing your product once the defective item arrives at Wacom’s service center. Depending on the individual situation, the product may be replaced by a refurbished model. You should have received an automated email once the Customer Support team completed setting up your RMA, which contains the address to send your product to, as well as the RMA number to display on the package.
It is important to display the RMA number on clearly on the package, so that our repair team can quickly identify it, and begin processing.
If a product is under warranty, the return shipping is covered by Wacom within North America. The customer is responsible for the shipping fees to ship the product to Wacom.
While exchanges typically process fairly quickly, the repair team is currently quoting up to 10-15 business days for turnaround, excluding weekends and holidays. Once the replacement is in transit to you, automated email from UPS will be sent to you with the tracking information. If the team has any questions or concerns regarding your repair, they will contact you directly at the contact information on file. If you have questions, please feel free to contact Wacom Customer Support at 1-855-MY-WACOM (699-2266), or online at Wacom Customer Support.