Return Procedure; Tools And Parts Required; Returning Products For Repair Or Replacement - Juniper BX7000 Hardware Manual

Return Procedure

Tools and Parts Required

Returning Products for Repair or Replacement

Details of the failure or problem
Type of activity being performed on the gateway when the problem occurred
Configuration data using one or more of the show commands
If the problem cannot be resolved by the JTAC technician, a Return Materials Authorization (RMA)
is issued. This number is used to track the returned material at the factory and to return repaired or
new components to the customer 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. Refused shipments will be returned to the customer via collect freight.
For more information about return and repair policies, see the customer support Web page at
http://www.juniper.net/support/guidelines.html.
For product problems or technical support issues, contact the JTAC using the Case Manager link at
http://www.juniper.net/support/, or at 1-888-314-JTAC (within the United States) or
1-408-745-9500 (from outside the United States).
When you need to return a component, follow this procedure:
1. Determine the part number and serial number of the component. For instructions, see
"Locating Serial Numbers" on page 109.
2. Obtain a Return Materials Authorization (RMA) number from the JTAC. You can send e-mail or
telephone as described in "Contacting Customer Support" on page 110.
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 gateway or component for shipment.
To remove components from the chassis or the chassis from a rack, you need the following tools
and parts:
Blank panels to cover empty slots
Electrostatic discharge (ESD) grounding wrist strap
Rubber safety cap for fiber-optic SFPs
Wire cutters
In the event of a hardware failure, please contact Juniper Networks to obtain a Return Material
Authorization (RMA) number. This number is necessary to ensure proper tracking and handling of
returned material at the factory.
See the customer support Web page for complete repair and return policies and procedures.
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Return Procedure 111