Return Procedure

If the problem cannot be resolved by the JTAC technician, an RMA number 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.

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 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, open a support case using the Case Manager link at https://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, follow this procedure:

1. Determine the part number and serial number of the component. For instructions, see Locating Component Serial Numbers.
2. Obtain a Return Materials Authorization (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 in Packing a Router or Component for Shipment.