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What information do I need to provide for an RMA of a firewall device: SSG, ISG, NS, or NetScreen

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Article ID: KB13159 KB Last Updated: 30 Jan 2009Version: 2.0
Summary:
Information to have available when requesting an RMA
Symptoms:
Creation of an RMA is often delayed while waiting for all of the 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:
If possible:
Output of the command:  get system
Output of the command:  get chassis (not available on some firewall models)

Required:
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.

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.

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