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NOTE: Do not return any component to Juniper Networks unless you have first
obtained an RMA number. Juniper Networks reserves the right to refuse shipments
that do not have an RMA. Refused shipments are 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, open a support case using the Case
Manager link at http://www.juniper.net/support/, or call 1-888-314-JTAC (within the
United States) or 1-408-745-9500 (outside the United States).
When you need to return a component:
1. Determine the part number and serial number of the component. For instructions,
see “Locating Component Serial Numbers” on page 213.
2. Obtain an RMA number from JTAC.
3. Provide the following information:
■ Part number and serial number of component
■ Your name, organization name, telephone number, fax number, and shipping
address
■ Description of the failure
The support representative validates your request and issues an RMA number
for return of the component.
4. Pack the router or component for shipment, as described in “Packing a Router
or Component for Shipment” on page 217.
Packing a Router or Component for Shipment
This section contains the following topics:
■ Tools and Parts Required on page 217
■ Packing the Services Router for Shipment on page 218
■ Packing Components for Shipment on page 218
Tools and Parts Required
To remove components from the router or the router from a rack, you need the
following tools and parts:
■ Blank panels to cover empty slots
■ Electrostatic bag or antistatic mat, for each component
■ Electrostatic discharge (ESD) grounding wrist strap
Packing a Router or Component for Shipment ■ 217
Chapter 12: Contacting Customer Support and Returning Hardware