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Alcatel Lucent Enterprise
ALCATEL-LUCENT ENTERPRISE NORTH
AMERICA HARDWARE SUPPORT RMA
PROCESS DOCUMENT.
THIS DOCUMENT AIMS TO EDUCATE OUR BUSINESS PARTNERS AND THEIR END
USERS ON OUR HARDWARE REPLACEMENT PROCESS FOR DEFECTIVE PRODUCTS
AFTER A SALE. PROCESSES AND POLICIES ARE EXPLAINED ON SUBMITTING A RMA
VIA OUR SERVICE AND SUPPORT GROUP.
Michael Demko
2015
This document aims to define the Service & Support return material process. It is
intended to provide a path for our Business Partners to follow Alcatel-Lucent
Enterprise policies within the specified warranty period. The hardware support
(HWS) process will encompass products returned for in warranty repair, out of
warranty repair, Advanced Replacement (AVR) (LLW AVR) Limited Lifetime
Warranty & (DOA) for Dead on Arrival products.
This document will cover each of the process steps beginning with:
! FACTORY WARRANTY
Product is delivered with one (1) year factory warranty. Day 1-90 is DOA after
delivery, and 91-365 is repair and return. Technical support/phone support is not
included in factory warranty for Data customers.
! CUSTOMER SERVICE RETURNS/ RETURN FOR REPAIR
(CSR) for a customer call involving customer owned equipment within the
factory warranty period, or out of the warranty period that requires return for
repair. (RTF)
! ADVANCED REPLACEMENTS, LLW AVRS & DEAD ON ARRIVAL
(AVR, LLW & DOA) for the return of equipment that was originally shipped as a
result of a customer call where there was an equipment or network outage.
These incidents require the shipment of replacement equipment in advance of
the receipt of the non-operating equipment to restore the customer to full
operation in the shortest amount of time. This does not include wrong products
shipped on first purchase due to a purchasing error by the BP. PCX product is
exempt from LLW service. This document applies to all returned Alcatel -Lucent
Enterprise products per above parameters. The term customer and BP are used
interchangeably in this document.
OEM servers are not supported by our HWS process.
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HWS RMA INSTRUCTIONS
! The RMA process begins when the BP notifies Alcatel-Lucent Enterprise
Service & Support Administration that the BP desires to return the
product(s) for AVR replacement, DOA, or for CSR repair and return.
Customer may call 1-800-995-2696 and choose the correct prompt to
speak with an agent. Or email, esd.support@alcatel-lucent.com
! The HWS RMA form must be used to request the replacement service the
customer requires. If the BP does not have a RMA form, one will be sent to
the BP. Levels of services are on the top of the form, and must be
indicated when submitted.
! Once the filled HWS RMA form is received by Esd support, a Service &
Support Administrator will review all the listed information. This includes
level of HWS RMA service requested, the product model numbers, serial
numbers, and quantities. And that the proper bill to and ship to sections
have been filled out. A contact name, phone # and email address are
mandatory for the indicated ship to location on the HWS RMA form.
!
A service request number will be issued if a ticket does not exist for the
matter prior, and the information is then entered into the RMA database.
! When the Service & Support Administrator sees the level of service
requested on the HWS RMA form is for RTF/CSR.
They check the warranty on the listed products. If the material is in
warranty, they will create the RMA order in the system and reply with
return instructions via email.
! Customer pays inbound freight on CSR’s. Alcatel-Lucent Enterprise pays
freight on out bound RTF/CSR’S. Normal turnaround time for repair is
twelve business days after receipt of the defective material at our hub.
This repair time frame may not apply to products that have gone end of
sale. Like for like product is shipped on return for repairs. Meaning, the
unit sent in will not be the exact same serial numbered item that is shipped
back. WARRANTY IS SIX MONTHS ON OOW REPAIRED MATERIAL. FOR IN
WARRANTY REPAIRED ITEMS, THE ORIGINAL WARRANTY REMAINS IN EFFECT
IF IT EXCEEDES SIX MONTHS.
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HWS RMA INSTRUCTIONS
! When the Service & Support Administrator sees the level of service
requested on the HWS RMA form is for RTF/CSR, and the items are out of
warranty, or are a mix of both, the customer will be made aware of this
fact by Support. Support will request a PO for the repair costs to the BP.
Support will also request specific details be on the PO as it relates to the
product line on the submitted HWS RMA form. *THERE ARE NO BP
DISCOUNTS ON REPAIR SERVICES OR REPLACEMENT PRODUCTS*
! If the Service & Support Administrator sees that the AVR or DOA service
level was chosen on the HWS RMA form, the case will be assigned and
forwarded to a Service & Support engineer for technical verification and
review. In most cases, PCX AVR submissions do not get sent to an
engineer for trouble shooting. This was done before the HWS RMA product
request on the PCX gear. A BP must have purchased proper support
coverage on their products to avail technical support. If a BP wants
technical assistance on a PBX or non covered data network gear, support
will quote a technical assistance per case fee.
! When technical support is engaged via a SR request on our support
website, or by direct contact via the support toll free number, the
assigned Service & Support engineer will review the service request and
work with the customer to solve the problem (via phone/email)
Technical support service entitlements must be in place, or technical
support is denied.
! If the BP is not entitled to technical support, they will be quoted a
technical support per case fee. If the situation is resolved, the engineer
will close the service request file in the RMA data base.
! If the assigned Service & Support Engineer determines the case requires
hardware replacement via AVR or DOA, the Service & Support Engineer,
(whether on or off site), or the BP, will be required to fill out a HWS RMA
form, if one was not submitted when the original Sr was created. All self
explanatory sections on the RMA form must be completed. If costs are
involved with the AVR RMA submission, due to lack of a HWS plan in
place. Support will quote the BP accordingly.
IF a BP is on pre pay, or hard credit holds status, finance must approve
payment method before the AVR can be processed.
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HWS RMA INSTRUCTIONS CONTINUED.
The serial number of the defective product/s must be entered on the RMA form. The
customer should be informed by the Service & Support Engineer that for AVR returns,
the serial number of the returned product MUST match the number entered on the
HWS RMA form when the AVR is initiated. This is to insure that proper contract and/or
oow warranty pricing is quoted to the customer, and utilized for the exchange. If the
returned product is received with a different serial number, the customer may be
billed the full list price of the product/s.
! The completed HWS RMA form is then sent to the Service & Support
Administrator by the Alcatel-Lucent Engineer or BP for the issuance of the
RMA number, and notification to the BP or BP’s end user.
! Once trouble shooting is completed by the engineer, and they determine
hardware replacement is required on an AVR or DOA request, the give
the case back to the GWC agent to process. The AVR or DOA order will
only ship if all mandated data is correctly listed on the HWS RMA form. On
non DOA orders where payment is required, a hard copy PO, or
completed credit card form must be provided before the 1:30 PST cut off
for processing AVRS. Alcatel-Lucent Enterprise processes AVR/DOA’s
during our normal HWS business hours. Monday through Friday & non ALE
holidays. Credit card payments don’t guarantee overnight delivery.
! All AVRS ship with a prepaid UPS return label that can be used to send
back the defective material. If for some reason the BP does not get a
prepaid UPS return label with the new gear, simply reference the RMA # &
email support for a new return label.
! ON DOA AVRS Alcatel-Lucent Enterprises ships brand new product.
! ON LLW AVRS, and Standard AVRS, Alcatel-Lucent Enterprise ships
refurbished product.
! If we don’t have inventory for an AVR, we will provide an ETA on a
shipment date. Any possible AVR expedite fee may be discounted in
such cases.
! Our support team does not process return for credits, or replace material
that was ordered on a revenue sales order by mistake.
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HWS RMA INSTRUCTIONS CONTINUED.
! BP’s or their end users have 30 days to return the defective material after
their AVR replacement product is delivered to them. If an extension to
send back the product is needed, please request one to
esd.support@alcatel-lucent.com provide a valid reason for the request. If
the defective material is not returned in our contracted time frame, or
after a granted extension which won’t exceed 60 days. The BP will be
invoiced at full list price for the non returned product. If a pattern of non
return and nonpayment develops with a BP, or their specific end user,
they risk being placed on a hard service hold until the financial issues are
resolved.
! All North American BP’s requesting a AVR on PCX product who do not
have a current HWS contract in place for in warranty parts for their end
user, must supply a collateral PO for PCX AVRS. The PO requested will be
at full list price for the items on the RMA request, and all required expedite
fees for the parts. ESD Support will quote the submitter accordingly at the
time of the RMA request. Once the defective items are sent back, the PO
for the PCX AVR will only be invoiced for any expedite charges. For OOW
warranty PCX AVRS, we require a PO for the parts full list price, and
expedite fees. Upon return of the defective products, we only bill for for
the parts repalcement and expedite fees. In the event the defective
material is not sent back to us by the 30 day deadline, we will use the PO
to invoice for non return at full list for the Advanced PCX product.
! Any BP who has a HWS service plan in place for their end user will have
the RMA processed in accordance to the scope of work in their
purchased HWS service plan.
! Alcatel-Lucent Enterprises service and support group only deals and
interacts with end users who are aligned with a BP.
! Alcatel-Lucent Enterprise service and support will only interact with a BP or
a current BP’s end user who contacts them via the 800#. All end users
must be registered in our support database. Support won’t interact when
sent queries from non accepted emails. Examples are Gmail, Yahoo, AOL,
or Hotmail.
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ALCATEL-LUCENT ENTERPRISE HWS RMA
POLICIES AND AVR FEES.
! AVR expedite fee is $350.00 per part on in our out of warranty PCX PARTS
where a PCX AVR HWS support service plan is not in place.
! AVR expedite fee is $1000.00 per part for in our out of warranty DATA
products where a DATA HWS service paln is not in place, that does not
cover next day service.
! DOA & LLW AVRS incur no AVR expedite fees.
! No chargable AVR will be processed after our 1:30 PST cut off time, if the
requested form of payment is not provided by this deadline.
! Alcatel-Lucent Enterprise HWS accepts only hard copy PO’s, wire transfers
and credit cards as valid forms of payment for our HWS and technical
support services.
! ALCATEL-LUCENT-ENTERPRISE DOES NOT OFFER COUNTER TO COUNTER
SERVICE.
! Our HWS policy is like for like refurbished product replacement on CSRS &
AVRS.
! We do not accept bundled ALE part numbers on RMA submissions.
! All HWS items ship stand alone. We don’t configure products prior to
shipment for any BP. This goes for CSR repairs, or any type of AVR.
! Our AVR & RTF HWS RMA replacement policy does not cover batteries,
cables, cords, fuses, wall mount kits, brackets, CDs, software, or any other
item we may deem as consumables.
! Alcatel-Lucent Enterprise has the legal right to not return unsolicited
product sent back to our repair hub in error.
! Alcatel-Lucent Enterprise reserves the right to not repair items that has
physical damage present which was not indicated on the HWS RMA form.
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ALCATEL-LUCENT ENTERPRISE HWS RMA
POLICIES CONTINUED.
! Any HWS RMA return order type must be packaged to ensure safe
transport of the material to our repair hub. AVR products sent back that
are beyond repair, due to improper packaging by the BP, or their end
user, will be invoiced for the items at full list to the BP. RTF material sent
back in such a fashion will not be repaired.
! Our HWS policy does not cover Alcatel-Lucent Enterprise products that
have reached obsolescence. Normally this occurs the beginning of the
sixth year from end of sale.
! Alcatel-Lucent Enterprise will not upgrade PCX material that was covered
under a PCX AVR service plan, if that product goes obsolete during the
service plans coverage term. We will only provide a credit for the
remainder of the coverage term after the products obsolete date. * It is
never our intention to cover an item for AVR service for a term that will
carry over into said products obsolete date.*
! HWS policy and product exchange programs that Alcatel-Lucent France
sets, may only apply to the rest of the world, and not to North America.
! OOW product replacement fees are based on the items FINAL published
list price before it went end of sale. OOW prices are based on a repair
formula not tied to a BP’s or distributors contracted discount.
! Any HWS RMA submission submitted after our 1:30 PST cut off time will be
processed the next business day. This does not apply to sites covered by
some same day delivery service plans.
! Support will not process a HWS RMA AVR request submitted that same day
that requires a hardcopy PO, or payment of some form on a verbal
promise that it will be provided in the near future by the BP.
! Various services that our GWC provides that are not tied to hardware
replacement, will be delegated to the proper team, and carried out in 72
hours or less.
! Alcatel-Lucent Enterprise dos not replace inactive PCX product for our
labs via the AVR process. Same applies to obsolete PCX products.
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RMA HWS DEFINITIONS.
RMA - Return Material Authorization.
CSR - Customer Service Return.
AVR – Advance Replacement. (ships next day unless customer requests
other method. )
DOA – Dead on Arrival. (Defined as part failing 90 days after delivery date
to the BP. Not 90 days after install.
LLW AVR- Limited Lifetime Warranty. Applies to a certain segment of ALE
DATA products. LLW AVRS do not ship overnight. The ship method is UPS
ground. The LLW AVR will ship the day after the RMA is submitted. (PCX
products are exempt from LLW service. )
RTF- Return for Repair.
OOW- Out of Warranty.
BP- Business Partner.
S/N – Serial Number.
SR- Service Request.
GWC- Global Welcome Center.
HWS- Hardware Support.
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RMA HWS PROCESS FLOW
Customer Calls
Service & Support
CSR
Customer Owned
Return
Collect Info on
Nonconformance
Determine AVR/CSR
AVR/DOA
Advance
Replacement &
Dead on Arrival
Yes
RMA #
assigned
Assign to Service
& Support Eng.
Yes
Evaluate
Request
Supply
RMA # for
AVR,
N/CRMA
to Customer
Yes
RMA Data Entry
receiving
verify's against
returned Product
10
Yes
Accept
Return
No
Notify Customer
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