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Contacting Customer Support and Returning the Chassis or Components

Contacting Customer Support to Obtain a Return Materials Authorization for an MX150

If you are returning an MX150 router or component to Juniper Networks for repair or replacement, obtain a Return Materials Authorization (RMA) from the Juniper Networks Technical Assistance Center (JTAC).

After locating the serial number of the device or component you want to return, open a service request with Juniper Networks Technical Assistance Center (JTAC) on the Web or by telephone.

For instructions on locating the serial number of the device or component you want to return, see Locating the Serial Number on an MX150.

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 component

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

  • Details of the failure or problem

  • Type of activity being performed on the device when the problem occurred

  • Configuration data displayed by one or more show commands

You can contact JTAC 24 hours a day, seven days a week on the Web or by telephone:

Note:

For international or direct-dial options in countries without toll-free numbers, see https://support.juniper.net/support/ .

If you are contacting JTAC by telephone, enter your 12-digit service request number followed by the pound (#) key for an existing case, or press the star (*) key to be routed to the next available support engineer.

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

Locating the Serial Number on an MX150

If you are returning a device to Juniper Networks for repair or replacement, you must locate the serial number of the device. You must provide the serial number to the Juniper Networks Technical Assistance Center (JTAC) when you contact them to obtain Return Materials Authorization (RMA).

If the device is operational and you can access the CLI, you can list serial numbers for the device with a CLI command.

Note:

The MX150 does not have any field-replaceable unit. The power supply and fans are fixed.

Listing the Device and Components Details with the CLI

To list the device and device components and their serial numbers, enter the following CLI command:

The following output lists the device components and serial numbers for an MX150:

Note:

Log in to the Junos command-line interface (Junos CLI).

For information about the show chassis hardware command, see the Junos OS System Basics and Services Command Reference at https://www.juniper.net/documentation/software/junos/index.html .

Locating the Chassis Serial Number ID Label on an MX150

The serial number ID label is located on the back of the chassis on an MX150. See Figure 1.

Figure 1: Location of the Serial Number ID Label on an MX150Location of the Serial Number ID Label on an MX150

Packing a MX150 Router or Component for Shipping

If you are returning a MX150 router or component to Juniper Networks for repair or replacement, pack the item as described in this topic.

Before you pack a MX150 router or component:

Ensure that you have the following parts and tools available:

  • ESD grounding strap.

  • Antistatic bag, one for each component.

  • If you are returning the chassis, an appropriate screwdriver for the mounting screws used on your rack or cabinet.

This topic describes:

Packing an MX150 for Shipping

To pack an MX150 for shipping:

  1. Power off the MX150 and remove the power cables. See Powering Off an MX150.
  2. Remove the cables that connect the device to all external devices.
  3. Remove all field-replaceable units (FRUs) from the MX150.
  4. Have one person support the weight of the device while another person unscrews and removes the mounting screws.
  5. Remove the device from the rack or cabinet (see Chassis Lifting Guidelines for MX150) and place the device in an antistatic bag.
  6. Place the device in the shipping carton.
  7. Place the packing foam on top and around the device.
  8. If you are returning accessories or FRUs with the device, pack them as instructed in Packing a MX150 Router or Component for Shipping.
  9. Replace the accessory box on top of the packing foam.
  10. Close the top of the cardboard shipping box and seal it with packing tape.
  11. Write the RMA number on the exterior of the box to ensure proper tracking.

Packing MX150 Components for Shipping

CAUTION:

Do not stack the MX150 components. Return individual components in separate boxes if they do not fit together on one level in the shipping box.

To pack and ship MX150 components:

  • Place individual FRUs in antistatic bags.

  • Ensure that the components are adequately protected with packing materials and packed so that the pieces are prevented from moving around inside the carton.

  • Close the top of the cardboard shipping box and seal it with packing tape.

  • Write the RMA number on the exterior of the box to ensure proper tracking.

Returning a MX150 Router or Component for Repair or Replacement

If you need to return a MX150 router or component to Juniper Networks for repair or replacement, follow this procedure:

  1. Determine the serial number of the device or component. For instructions, see Locating the Serial Number on an MX150.
  2. Obtain a Return Materials Authorization (RMA) number from the Juniper Technical Assistance Center (JTAC) as described in Contacting Customer Support to Obtain a Return Materials Authorization for an MX150.
    Note:

    Do not return any device or 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 are returned to the customer through collect freight.

  3. Pack the MX150 router or component for shipping as described in Packing a MX150 Router or Component for Shipping.

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