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    Returning VSE Products for Repair or Replacement

    When you need to return a component:

    1. Determine the part number and serial number of the component. For instructions, see Locating VSE Component Serial Numbers.
    2. Obtain a Return Materials Authorization (RMA) number from the Juniper Networks Technical Assistance Center (JTAC). See Information You Might Need to Supply to JTAC.

      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
      • The shipping address for the replacement component, including contact name and phone number
      • Description of the failure

      The support representative validates your request and issues an RMA number for return of the component.

      Note: Do not return any hardware until you have received an RMA. This number is necessary to ensure proper tracking and handling of returned material at the factory. Juniper Networks reserves the right to refuse shipments that do not have an RMA. Refused shipments are returned to the shipper through collect freight.

    3. Pack the device or component for shipment.

      1. Ground yourself by using an antistatic wrist strap or other device.
      2. Follow the proper shutdown procedure for the device. See Powering Off Virtual Services Engines
      3. Remove all cables from the device.
      4. Remove the device from the rack, and pack it in the shipping box.

        If possible, use the original shipping box and packing materials in which the device was originally shipped. If these materials are unavailable, use comparable shipping material, or contact your Juniper Networks representative for information about approved packaging material.

      5. Cover the chassis with an ESD bag, and place packing foam on top of and around the device.

    See the customer support Web page for complete repair and return policies and procedures.

     

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    Published: 2013-03-12