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Technical Support C-3
Additional Technical Support Services
contact your nearest 3Com sales office. To find the 3Com sales office nearest you, call
1-800-NET3Com (638-3266).
Before Contacting Your Network Supplier
Before you talk to your network supplier, make sure that you have detailed information about
the problem, including:
■ A complete description that includes:
– The sequence of events or actions that led to the problem
– The nature, symptoms, and duration of the problem
– The system components involved
– Whether or not you can reproduce the problem
■ A list of all the 3Com products you have, including:
– Hardware models and serial numbers
– Software part numbers and revision levels
■ A list of all other products involved in the problem, including:
– Hardware products (types and model numbers) such as personal computers,
monitors, fixed disks, and modems
– Software products, including operating systems and applications
■ A list of all recent system configuration changes, including:
– Hardware
– Operating system and application software
– Network and system administration procedures
Your network supplier will determine what action needs to be taken to resolve the problem.
Returning Products for Repair
If you need to have a product repaired, local 3Com authorized service partners are good sources
for quality repairs and spare parts. However, a situation may arise in which you need to return a
product directly to 3Com for service. Before doing this, you must obtain a Return Materials
Authorization (RMA) number.
Obtaining an RMA Number. To obtain an RMA number, contact 3Com Customer Repair
Services at 800-876-3Com. If you have a touch-tone phone, select hardware repair, option #2.
If you do not have a touch-tone phone, remain on the line for assistance. You also can fax your
repair request to 3Com at 408-764-7120. In order to obtain an RMA number, you must provide
the following information:
■ Name and phone number of technical contact at your company
■ Company name
■ Company shipping address
■ Product name
■ Model and serial numbers of the main unit
■ Failed subassembly name and serial number, if applicable