Standard Repair - Alcatel-Lucent 1643 AMS Applications And Planning Manual

Product support

Standard Repair

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Introduction
If Alcatel-Lucent' ONG determines that a product is not defective or is in
conformance, the customer shall pay Alcatel-Lucent' ONG the costs of handling,
inspecting, testing, and transporting the product and, if applicable, travel and related
expenses.
Repair interval
Alcatel-Lucent' ONG repair locations set their own standards for return intervals. On
average, the minimum time to return repairs to the customer is 14 days from the
receipt of the product by the repair location. The maximum time to return repairs to
the customer can range from 50 to 180 days.
Out-of-Warranty provisions
For any activity associated with repair or replacement of hardware and/or software
systems that is determined by Alcatel-Lucent' ONG to be out of warranty, materials
and labor will be billed at Alcatel-Lucent' ONG list price (time-and-materials plus
additional incurred expenses), or in accordance with a separate Technical Support
Contract.
International repair and service
The customer or the customer's in-country representative should send a description of
the material to be returned for repair or service including the quantity, comcodes, and
serial numbers (if available).
After the material has been shipped, the following information should be faxed to the
Service Center:
• Customer's return address
• Customer contact name, telephone number, and fax number
• Value of material
• Identification of any hazardous equipment or material
• Shipping information including the date of shipment, air waybill, carrier name,
flight number, number of cartons, and weight of material.
When the material arrives at the Service Center, it is entered into the Repair, Service,
and Return database for tracking purposes.
The repair location will repair the material. If it is determined that an item is not
repairable and the item is under factory warranty, a replacement will be sent. If the
item is out of factory warranty, the customer will advise their Country Desk
Representative if they would like to order a replacement.
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365-312-801R7.2
Issue 3, May 2007
Alcatel-Lucent - Proprietary
See notice on first page
8-13