Hardware Repair And Return - Oracle EAGLE Installation Manual

The building must provide a clear, uncluttered route between the loading/receiving
dock and the planned location. In order to move the equipment to the proper location,
recommend hall clearance is at least 4.5 feet, (1.4 meters) wide by 8 feet, (2.4.
meters) tall.
Four feet, (1.2 meter) side aisles should be used to allow maneuvering frames into
place and provide ample work space around the equipment.

1.6 Hardware Repair and Return

Any system components being returned for repair or replacement must be processed
through the Oracle Return Material Authorization (RMA) procedures. A hardware
repair is defined as an item returned to Oracle due to a failure, with the returned item
being repaired and returned to the customer. It is essential that serial numbers are
recorded correctly. RMAs cannot be created without a valid serial number. All repair
and quality information is tracked by serial number.
types. Table 1-2
Table 1-1
Replacement Type
Priority Advance Replacement Customer requests the
Advance Replacement
Repair / Return
Expendable
Table 1-2
Reason for Return
Damaged by Environment
Damaged in Shipment
DOA – Dead on Arrival
Lab Return
Product Capture
Product Deficiency
lists the RMA return reasons.
Basic RMA Types
Description
URGENT replacement of a
damaged product
Customer request the
replacement of a damaged
product
Customer will return a
damaged product for repair
A damaged part, such as a
cable, is replaced, but the
Customer does not return the
damaged product
RMA Reasons for Return
Hardware Repair and Return
Table 1-1 lists the basic RMA
Turnaround
Same day shipment
Shipment within 3 business
days
Shipment within 5 days after
receipt
Depends on urgency -
shipment within 3 business
days
Description
Product damaged by environmental
phenomena such as water damage or
earthquake.
Damaged between shipment from Oracle and
receipt at the Customer's installation site.
Product is not functional when it is first
installed at the Customer's location.
Products returned from lab sites.
Defect to be captured by Quality or
Engineering (not Product Recall).
Anything wrong with the part that doesn't fall
into another category.
Chapter 1
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