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Contacting Customer Support and Returning the Chassis or Components

SUMMARY If you need to return a hardware component to Juniper Networks, you need a Return Material Authorization (RMA) number and the equipment serial number. The Juniper Networks Technical Assistance Center (JTAC) can generate an RMA number. You may also need to locate chassis or component details using the CLI or by referring to equipment labels. You then pack and ship the return.

How to Return a Hardware Component to Juniper Networks, Inc.

If a hardware component fails, please contact Juniper Networks, Inc. to obtain a Return Material Authorization (RMA) number. This number is used to track the returned material at the factory and to return repaired or new components to you, as needed.

Note:

Do not return any component to Juniper Networks, Inc. unless you have first obtained an RMA number. Juniper Networks, Inc. reserves the right to refuse shipments that do not have an RMA number. Refused shipments are returned to you by collect freight.

For more information about return and repair policies, see the customer support webpage at https://support.juniper.net/support/.

For product problems or technical support issues, contact the Juniper Networks Technical Assistance Center (JTAC) in one of the following ways:

  • On the Web, using the Service Request Manager link at:

    https://support.juniper.net/support/

  • By telephone:

    • From the U.S. and Canada: 1-888-314-JTAC (5822)

    • From all other locations: 1-408-745-9500

      Note:

      If contacting JTAC by telephone, enter your 12-digit service request number followed by the pound (#) key if this is an existing case, or press the star (*) key to be routed to the next available support engineer to report a new incident.

To return a defective hardware component:

  1. Determine the part number and serial number of the defective component.
  2. Obtain an RMA number from the JTAC. You can send e-mail or contact JTAC by telephone, as described above.
  3. Provide the following information in your e-mail message or during the telephone call:

    • Part number and serial number of component

    • Your name, organization name, telephone number, and fax number

    • Description of the failure

  4. The support representative validates your request and issues an RMA number for return of the component.
  5. Pack the component for shipment. See Guidelines for Packing and Shipping Hardware Components.

Locate the Chassis Serial Number ID Label

On the SSR1400 appliance, the chassis serial number ID label is located on the top left corner of the chassis, as shown in Figure 1.

Figure 1: Location of the Serial Number Label Location of the Serial Number Label

Contact Customer Support to Obtain Return Material Authorization

If you are returning a device or hardware component to Juniper Networks for repair or replacement, obtain a Return Material Authorization (RMA) number from the Juniper Networks Technical Assistance Center (JTAC).

After locating the serial number of the device or component you want to return, open a service request with JTAC on the Web or by telephone.

Before you request an RMA from JTAC, be prepared to provide the following information:

  • Your existing service request number, if you have one

  • Serial number of the component

  • Your name, organization name, telephone number, fax number, and shipping address

  • Details of the failure or problem

  • Type of activity being performed on the device when the problem occurred

  • Configuration data displayed by one or more show commands

You can contact JTAC 24 hours a day, seven days a week on the Web or by telephone:

Note:

For international or direct-dial options in countries without toll-free numbers, see https://support.juniper.net/support/.

If you are contacting JTAC by telephone, enter your 12-digit service request number followed by the pound (#) key for an existing case, or press the star (*) key to be routed to the next available support engineer for a new incident.

The support representative validates your request and issues an RMA number for return of the component.

Guidelines for Packing and Shipping Hardware Components

To pack and ship individual components:
  1. When you return the chassis or components, make sure that they are adequately protected with packing materials and packed so that the pieces are prevented from moving around inside the carton.
  2. Use the original shipping materials, if they are available.
  3. Place individual components in antistatic bags.
  4. Write the Return Materials Authorization (RMA) number on the exterior of the box to ensure proper tracking.
  5. Ship the package.
Note:

Remove the power supply units and the two front mounting brackets before packing the appliance.
CAUTION:

Do not stack any of the hardware components.