Knowledge Search


×
 

RMA - Frequently Asked Questions (FAQ)

  [KB9866] Show Article Properties


Summary:

This article provides answers to common questions regarding the Return Material Authorization (RMA) process.

Solution:
  1. What is an RMA?
  2. What is a DOA?
  3. What is the difference between a DOA RMA and a regular RMA?
  4. How do I determine if an RMA is required?
  5. How do I get an RMA?
  6. What is needed to generate an RMA?
  7. How do I get the status of an RMA?
  8. RMA Email Notifications
  9. How do I locate the serial number for the device?
  10. What if the defective product is not under warranty or support?
  11. What is the expected RMA time frame?
  12. Where can I get another return label?
  13. How do I transfer the license to the RMA device?
  14. Do I need to leave the Technical Service Request open until the RMA is closed?
  15. How do I transfer support to the replacement device?
  16. Where can I find the addresses for RMA Return Locations?
  17. Defective Part Return Instructions and Policies
  18. How do I escalate RMA for Faster Progress?
  19. I need to cancel my RMA. What should I do?

1. What is an RMA?

RMA stands for Return Material Authorization. If a hardware failure is determined by the JTAC engineer and repair/replacement is needed, an RMA will be created. This RMA provides the customer with the ability to return the specified defective unit for replacement in line with the purchased SLA (Service Level Agreement).


2. What is a DOA?

A DOA (Dead On Arrival) is a hardware failure which is determined within the first thirty (30) days from the shipment date from Juniper.


3. What is the difference between a DOA RMA and a regular RMA?

A product is considered for DOA RMA only if the hardware failure is determined within 30 days from delivery date from Juniper. If the service request is raised /opened after 30 days, it will be considered as regular RMA. Defective product must be returned within ten (10) days from receipt of replacement unit.

If the RMA is created as a DOA, then a new expedited replacement part will be shipped from our manufacturing facilities within 2 business days. Shipment times will vary from location to location.


4. How do I determine if an RMA is required?

Refer to KB6508 - How to determine if an RMA is required


5. How do I get an RMA?

A JTAC Engineer will need to confirm an RMA is required. To open a service request with JTAC, Contact Support.


6. What is needed to generate an RMA?

For more information, refer to the following:


7. How do I get the status of an RMA?

You can check the status of the RMA through MyJuniper RMA Module or by sending an e-Mail to the CSR team in your region:

  • North America Region: CSR-USA@juniper.net
  • EMEA: CSR-EMEA@juniper.net
  • APAC: CSR-APAC@juniper.net

8. RMA Email Notifications

When an RMA is created, a creation notification (similar to the following) is sent:

When the replacement part has been shipped, an email notification (similar to the following) is sent:

When the replacement part has been successfully delivered, an email notification (similar to the following) is sent:


9. How do I locate the serial number for the device?

All field-replaceable units (FRUs) have a sticker with the serial number. Documentation for sticker location on each part can be found in the TechLibrary.



10. What if the defective product is not under warranty or the support level does not include RMA?

RMA's are only available to customers who's hardware is either under manufacturers warranty or an active support contract which entitles you to RMA replacement. For customers who's warranty has expired or who have only CORE support an upgraded support contract must be purchased. Please visit the below link and reference the table on page two for an overview of Juniper Care entitlements.


11. What is the expected RMA time frame?

The RMA time frame will vary based on the support contract:
  • Same Day/Same Day onsite:  24x7, 4 hours delivery from local depot
  • Next Day/Next Day onsite:  9x5, next business day delivery from local depot
  • Advanced Replacement:  Next business day delivery from US depot
  • Return to Factory Repair:

    In Warranty RTF (regular warranty) is the 1 year period from the Ship Date of the device. Juniper will either repair or replace the hardware. Juniper is given 20 business days to allocate and ship out a replacement device from the receipt date that the defective unit was received.

    In Contract RTF- are support contracts that can be purchased from the Reseller,even the regular warranty has not yet lapsed.  Juniper is given 10 business days to allocate and ship out a replacement device. (PAR RTF, CORE-PLUS, EXTENDED WARRANTY)

    Please note that Juniper should receive first the defective device before shipping the replacement. If Juniper did not receive the defective device in 45 days the RMA will be closed automatically.

    Delivery times will vary depending on the location of the consignee.  The destination country's customs procedures affects the actual delivery of the replacement unit.

For a DOA RMA:
  • A new unit will be shipped from Juniper manufacturing facility within two (2) business days
  • The defective product must be returned within ten (10) days from receipt of replacement unit

12. Where can I obtain a replacement return label?

Send an e-mail to our Asset Recovery team at asset-recovery@juniper.net. Please include the RMA details too. 

Note: Pre-paid waybills are only sent for Advanced Replacement RMAs. Juniper Care Core (within warranty) and Juniper Care Core Plus RMAs are Return-To-Factory (RTF) and the customer is responsible for the shipping of the unit.

13. How do I transfer license keys to a replacement device following RMA?

For the following products: QFX Series, SRX Series, EX Series, NFX, vMX and vBNG use the Juniper Agile Licensing Portal and click the RMA Tool option to transfer license keys.  (Refer to Juniper Agile Licensing Portal FAQ for additional information)
For other Juniper products (SPACE, JSA, SBR Carrier and ScreenOS, etc.) use Generate Licenses for RMA devices to transfer license keys.


14. Do I need to leave the Technical Service Request open until the RMA is closed?

No, the Technical or JTAC service request can be closed and the RMA will remain open and in process with the Logistics team.


15. How do I transfer support to the replacement device?

Support will be transferred automatically when the RMA transactions are completed.

In the event that this does not happen automatically or if you prefer to transfer the support contract to a spare unit, please contact Customer Care for assistance. 

16. Where can I find the addresses for RMA Return Locations?

The locations for defective return may be found in Global RMA Locations.


17. Defective Part Return Instructions and Policies

Please refer to the following links for Juniper RMA policies and return instructions:

 DOMESTIC US/CANADA –RETURN INSTRUCTIONS Where can I find the addresses for RMA Return Locations?

The locations for defective return may be found in Global RMA Locations.


18. How do I escalate an RMA for Faster Progress?

Please refer to KB17701 on how to escalate an RMA. Please do not forget to have your Service Request ID or RMA ID on hand.


19. I need to cancel my RMA. What should I do?

 
If for any reason the RMA has to be cancelled, you may create an Admin SR through MyJuniper Service Request Manager (MYJ-SRM) or by sending an e-Mail to the CSR team in your region:
 
North America Region: CSR-USA@juniper.net
EMEA: CSR-EMEA@juniper.net
APAC: CSR-APAC@juniper.net
 
Include the following:
 
• RMA ID:
• Reason for the cancellation request:

Also, remember to include the RMA ID in the Subject Line.

 
Note that RMAs may or may not be cancelled/reversed depending on what stage the RMA shipment is at when the request is submitted.
Modification History:

2019-09-11: Minor edits made
2019-08-15: Added the word MyJuniper RMA Module and link in #7 
2019-07-29: Added an anchor link for #19
2019-07-02: Added #19 for instructions on how to request RMA cancellation/reversal
2019-02-20: Added #18 and updated RMA links in item #17
2018-11-27: Updated #7 and #15
2018-10-18: Added the timeframe for the customer to return the defective device for RTF.
2018-09-13: Updated number 12 with Asset Recovery email and note. Updated number 15 with contact link.
2018-08-22: Added link for return instructions in #17   
2018-06-26: Updated content to current processes.
2017-12-28: Added details as to when a defective product must be returned.
2017-11-28: Added JAL link on item #13.
2017-08-28: Added anchor links for easier navigation.
2017-08-18: Updated case manager link, added RMA Email Notifications, and Defective Part Return Instructions and Policies

Related Links: