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Contact Customer Support and Return the Chassis or Components

SUMMARY If you need to return a hardware component to Juniper Networks, Inc., you need a Return Material Authorization (RMA) number and the equipment serial number. Contact the Juniper Networks Technical Assistance Center (JTAC) to generate an RMA number. You may also need to locate the chassis or component details by referring to equipment labels. You then pack and ship the component.

Contact Customer Support

You can contact JTAC 24 hours a day, seven days a week.

Chat

Use the Ask me icon at the bottom right of the Support page.

Don't see the Chat icon? Read this.
Web

Juniper Support Portal

Government Support Portal
Telephone

U.S. and Canada (Toll-free): 1-888-314-JTAC (5822)

Outside the US or Canada, use the relevant country number listed on the regional tabs listed on the Contact Support page.

Federal Government Support: 1-833-900-1454
Note:

We do not support opening new cases via email. Please use one of the above options to contact JTAC.

Return a Hardware Component to Juniper Networks

If a hardware component fails, contact Juniper Networks to obtain an RMA number. We use this number to track the returned material at the factory and to return the repaired or new components to you, as needed.

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 number. Refused shipments are returned to you by collect freight.

To return a defective hardware component:

  1. Determine the part number and the serial number of the defective component. See Locate the Serial Number of the or its Components.
  2. Obtain an RMA number from JTAC as described in Request a Return Material Authorization.
  3. Pack the component for shipment. See Guidelines for Packing and Shipping Hardware Components.

For more information about return and repair policies, see the Support page at https://support.juniper.net/support/.

Request a Return Material Authorization

If you are returning a device or hardware component to Juniper Networks for repair or replacement, obtain an RMA number from JTAC.

Before you request an RMA from JTAC, be prepared to provide the following information:

  • Your existing service request number, if you have one

  • Serial number of the device or component

  • Your name, organization name, telephone number, fax number, and shipping address

  • Details of the failure or problem

  • Type of activity you were performing on the device when the problem occurred

  • Configuration data displayed by one or more show commands

You can contact JTAC using the Support page or by telephone.

If you're contacting JTAC by telephone:

  • To report a new incident, press the star (*) key to be routed to the next available support engineer.

  • To enquire about an existing case, enter your 12-digit service request number followed by the pound (#) key.

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

Locate the Serial Number

Figure 1: Information Tab Information Tab

The serial number is located on the pull-out information tab on the front panel.

Guidelines for Packing and Shipping Hardware Components

To pack and ship individual components:

  • When you return the chassis or components, make sure to adequately protect them with packing materials. Pack them properly to prevent the pieces from moving around the carton.
  • Use the original shipping materials, if they are available.
  • Place the individual components in antistatic bags.
  • Write the RMA number on the exterior of the box to ensure proper tracking.
Note:

Remove the power supply units (PSUs) before packing the device.
CAUTION:

Avoid stacking any of the hardware components.