Nortel T7406 Manual page 23

B CLASS REPAIRS for US Customers
US Customer
Customer contacts Nortel Repair
and Distribution Centre requesting
advanced replacement service
Customer returns
failed units to Nortel
Repair and Distribution
Centre
Advanced Replacement (process used for "service affecting" Advanced Replacement (process used for "service affecting" outag
1. Customer contacts Nortel Repair and Distribution Centre (1-800-321-2649 choice 5) with repair service request. Return Material Authorization (RMA) number issued by
Nortel Repair and Distribution Center.
2. A replacement is selected from Nortel Repair and Distribution Centre 's B class stockroom and the replacement is shipped to the customer. Lead time for
shipment of advance replacement equipment is 24 hours.
3. Customer returns failed units to Nortel Repair and Distribution Centre within 30 calendar days to avoid being invoiced for Material on Loan (MOL) at a non-return billing price.
The RMA number must appear on the outside of the defective return packaging. Repair Tags must be attached to the returned equipment. All shipments must include a packing
slip with the following information: Customer address, RMA number, Quantity and Ordering code of items being returned, Purchase Order number, Contact Name and Phone #.
4. Nortel Repair and Distribution Centre sends Defective Product to Repair Source
5. Repair Source will repair product and send the repaired product to Nortel Repair and Distribution Centre for B class stock replenishment
Mail In (standard process): Mail In (standard process):
In the Mail In process, an RMA number is not required. The customer returns the failed unit, including Purchase order and packing list to the Nortel Repair and Distribution
Centre. The packing slip should include the following information: Customer ship to address, Quantity and Ordering code of items being returned, Purchase Order number,
Contact Name and Phone Number
A replacement is sent to the customer when the defective hardware is received at the Nortel Repair and Distribution Centre.
Standard repair turnaround time is 10 working days from receipt of equipment at the Nortel Repair and Distribution Centre warehouse.
Steps 3 -> 2 -> 4 -> 5 represent the flow for the Mail In process.
All slides are based on the fact that:
1) Shipper pays freight/transportation and shipping charges
2) NORTEL NETWORKS GRS services only Telcos and Distributors
US REPAIR AND SERVICE STRATEGY
US REPAIR AND SERVICE STRATEGY
2.
1.
NORTEL
Repair and Distribution Centre
3.
Nortel Repair and Distribution Centre
sends the failed units to the repair center
Nortel Networks Confidential
A replacement is selected from the Nortel Repair and
Distribution Centre 's B class stockroom. The B class
replacement is shipped to the customer
Repaired units are sent back
to Nortel Repair and Distribution
Centre 's B class stockroom
4.
Tecom 5.
Repair
outage, special handling requirements, tracking number desired): e, special handling requirements, tracking number desired):
Information required to
Information required to
initiate an RMA order: initiate an RMA order:
•Ordering code
•Quantity
•Item description
•Nature of problem
•Purchase Order number
•Name of originator /contact
(Telephone Number)
•Ship to address
•Bill to address
T7406 – Technical Session May 17-01 23
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