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Return Procedure
If the problem cannot be resolved by the JTAC technician, a Return Materials
Authorization (RMA) is issued. This number is used to track the returned material at
the factory and to return repaired or new components to the customer as needed.
NOTE: Do not return any component to Juniper Networks, Inc. unless you have first
obtained an RMA number. Juniper Networks, Inc. reserves the right to refuse
shipments that do not have an RMA. Refused shipments will be 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, contact the Juniper Networks
Technical Assistance Center (JTAC) using the Case Manager link at
http://www.juniper.net/support/, or at 1-888-314-JTAC (within the United States) or
1-408-745-9500 (from outside the United States).
To return a component:
1. Determine the part number and serial number of the component. For instructions,
see “Locating Component Serial Numbers” on page 197.
2. Obtain an RMA number from the Juniper Networks Technical Assistance Center
(JTAC). You can send e-mail or telephone as described above.
3. Provide the following information in your e-mail message or during the telephone
call:
■ Part number and serial number of component
■ Your name, organization name, telephone number, and fax number
■ Description of the failure
4. The support representative validates your request and issues an RMA number
for return of the component.
5. Pack the router or component for shipment, as described “Packing the Router
for Shipment” on page 204 or “Packing Components for Shipment” on page 205.
Return Procedure ■ 203
Appendix H: Contacting Customer Support and Returning Hardware