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What information do I need to provide for an RMA?

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Article ID: KB12209 KB Last Updated: 04 Sep 2018Version: 8.0
Summary:

Information to have available when requesting an RMA

Symptoms:

Creation of an RMA is often delayed while waiting for all necessary pieces of information.

Solution:

In order to facilitate your RMA, Juniper needs the following information.

Ship To Information:
Contact Name
Contact Phone Number
Contact Email
Shipping Address:
Street
City, State, Postal Code
Country
Device Information:
Device Name -
Device Serial Number -
Part Number - (only if a separate part /module/card is being RMA'd. )  If multiple parts, include the part number and serial number for each part.
Part Serial Number - (only if a separate part is being RMA'd. Juniper serial numbers are 16 digits long)

(For help finding your serial number, consult:  KB11364 - How can I find the serial number for my Juniper Networks device?)
 
Reason for Return - (Be specific)

How long device was running before failure? - (As close as possible)
 

Providing this information when requesting an RMA can help Juniper initiate the RMA immediately.

Please note that Juniper can only process the RMA request if the serial number has active support contract or is within warranty. To check entitlement of the serial number, please check KB9807 - How to use the Serial Number Entitlement tool and analyze the results

Note: For more information on the RMA process, refer to KB9866 - RMA FAQs - What is an RMA, What is needed for an RMA, How to get an RMA, and more.

Modification History:

2018-09-03: Added link to KB9807 for checking entitlement.

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