Customer Care Center - Oracle Tekelec 1200 Maintenance Manual

Platform Maintenance
• Associated serial number (102########):
• Reason for return or replacement (isolated from system):
• Full name of person the replacement card is being shipped to:
• Shipping address:
Note: If possible, include associated alarms (UAMs) and a copy of the associated output (capture
file).
2. Contact the

Customer Care Center

3. If the item is a like-for-like advance replacement, the
of the replacement item to the customer.
a) Wait for the replacement component to arrive.
b) Package the defective component in the box of materials you received with your replacement.
Use proper static handling procedures.
c) Label the outside and inside of the box with your RMA number clearly visible. Place the packing
slip from the received replacements on the inside of your box.
d) Ship the defective component to the return address listed on the packing slip.
4. If the item is a repair/return, the
item to the customer.
a) Package the defective component in a suitable package for shipping. Use proper static handling
procedures.
b) Label the outside and inside of the box with your RMA number clearly visible. Include a packing
slip with all the information from
c) Ship the defective component to the following address:
TEKELEC
Attn: RMA Department
5200 Paramount Parkway
Morrisville, NC 27560
RMA#: <assigned by Tekelec>
d) Wait for the repaired component to arrive.
Customer Care Center
The Tekelec Customer Care Center is your initial point of contact for all product support needs. A
representative takes your call or email, creates a Customer Service Request (CSR) and directs your
requests to the Tekelec Technical Assistance Center (TAC). Each CSR includes an individual tracking
number. Together with TAC Engineers, the representative will help you resolve your request.
The Customer Care Center is available 24 hours a day, 7 days a week, 365 days a year, and is linked
to TAC Engineers around the globe.
Tekelec TAC Engineers are available to provide solutions to your technical questions and issues 7
days a week, 24 hours a day. After a CSR is issued, the TAC Engineer determines the classification of
910-5680-001 Revision F, February 2014
and request a Return of Material Authorization (RMA).
Customer Care Center
Customer Care Center
arranges for shipment of the replacement
Step 1 along with the RMA number.
Introduction
arranges for shipment
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