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Return Material Authorization RMA Process and FAQ

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TitleReturn Material Authorization RMA Process and FAQ
Objective
Extreme Networks products can be returned for replacement or repair during the product's warranty or service entitlement period. This document aims to help explain how the Extreme Networks Return Material Authorization (RMA) process works at a high level and also to provide answers to some frequently asked questions (FAQs) around Extreme Networks RMAs.

There are three common scenarios where you may need to Submit an RMA:
  1. A representative from the Global Technical Assistance Center (GTAC) advises you to submit an RMA
  2. A GTAC knowledge article that matches your product failure indicates that you should submit an RMA
  3. You have an obvious hardware failure that is covered by warranty or service entitlement

If you are not sure if you should submit an RMA or open a Case, then you should submit a case. GTAC engineers can help confirm your entitlement and other details and assist you with the process.

When you submit an RMA online, this does not guarantee that your RMA will be approved. It will be reviewed by GTAC and you may be contacted during the process.  You can add up to five products in one RMA request. It is best to have the serial numbers available before you start the request, but there are provisions for submitting the RMA without the serial numbers. After you submit the RMA, you will be able to track it in your list of cases on the Online Case Management page.  You will receive emails that will help walk you through the process which may vary based on the type of RMA, your warranty details and your service entitlement for the product.  Please see the FAQs below for answers to some common questions and for some more details about the types of Extreme Networks RMAs.

 

Environment
Procedure

Extreme Networks RMA FAQs

What is an RMA?
What type of RMAs are there?
How do I submit an RMA?
Should I Submit an RMA or Open a Case?
Is my product Covered by Warranty/Entitlement?

What information do I need to provide to submit an RMA?
How long will it take to receive my replacement hardware?
How do I send my old product back to Extreme Networks?
How do I obtain the replacement license/voucher for the EXOS on the new equipment?
What should I do if I receive an invoice for my RMA hardware, although I have already returned the faulty product?
Will I have to pay any customs or clearance fees once the product is shipped to me?
How can I escalate my RMA?
What do I need to do for a 4 hour entitlement RMA?
what is swapped SN?




What is an RMA?
A Return Merchandise (or Materials) Authorization is a process for returning a product in order to receive a replacement or repair during the product's Warranty (or Service Entitlement period). Under the terms of the warranty or Service Entitlement, the type of replacement hardware/assets are set  up which detail the speed and method of replacement, according to the serial number history of the product.


What type of RMAs are there?
Advanced Exchange – This type of RMA entitlement means that you will receive your RMA # and it will be processed before you have to return the faulty product.   You will be expected to return the faulty product within a 30 day period or you will be invoiced automatically. Many of the Advanced Exchange RMAs are NBD or 48 Hour Shipment.
Return and Replace -  You will need to return the equipment prior to getting a replacement shipped to you.
RMA Premium Service – This type of RMA replacement usually means a very quick replacement and can include an engineer who arrives on site.
RMA Special Programs – These are rare and very special RMA types, and they usually involve proactive replacements (the product would be replaced prior to the failure, to prevent customers from risking outage when there are known quality issues).
Other types of RMAs may include prepaid, per-incident quotes for products to be replaced outside of other entitlements.


How do I submit an RMA?
Go the Online Case Management page and select the link to Submit an RMA.  You will be asked to provide some details, such as serial number, shipping & contact information.


Should I submit an RMA or open a case?
As explained above, there are 3 scenarios where an RMA should be submitted.  If you are not sure, submit a regular case and GTAC will assist you in the process.


Is my product covered by warranty/entitlement?   
When you call Extreme Networks GTAC team for product support, they can look up your warranty/entitlement information based on the serial number you provide for the defective product.
 

What information do I need to provide to submit an RMA?
Your asset serial number and your shipping and contact info will be required to process the RMA.


How long will it take to receive my replacement hardware?
This depends on your level on entitlement or product warranty.  For most Advanced Hardware Replacements, the product is usually shipped out the next business day.  For other types of RMAs it will take longer. Most locations in the world have a super-depot that can usually get your replacement product shipped within several days.
For other RMAs, such as Return and Replace RMAs, your replacement product will be shipped out upon the Depot’s receipt of the faulty asset.


How do I send my old product back to Extreme Networks?
You can create a prepaid ups label (Waybill) by going to this site.


How do I obtain the replacement license/voucher for the EXOS on the new equipment?
Most EXOS software licenses are transferable in an RMA, but if you require a new license key, you can contact: RMAEscalations@Extremenetworks.com


What should I do if I receive an invoice for my RMA hardware, although I have already returned the faulty product?
If you have returned your hardware already, you can contact RMAEscalations@extremenetworks.com
They can assist you in verifying the receipt of your asset (serial number will be needed) and crediting your account properly.


Will I have to pay any customs or clearance fees once the product is shipped to me?
This is a difficult question and it depends on many factors. You should already have a UPS power of attorney (in most cases, the carrier is UPS) on file locally, that authorizes an agent to act on your behalf for brokers and customs fees.   The GTAC team can help you determine this during the RMA process.


How can I escalate my RMA?
If some aspect of your RMA request becomes critical, you can escalate it the same as your would any other GTAC case as described in the GTAC User Guide.


What do I need to do for a 4 hour entitlement RMA?
If you submit an RMA online for equipment with 4 hour entitlement, please also call GTAC to help ensure that the RMA is processed in a timely manner. This will help us be aware of this RMA more quickly so we can do the needful faster.


What is swapped SN?
Swapped SN is the replacement part send to the end customer by the partner.
For asset with Partner Works+ contract, Partner must supply the SN of the replacement part send to the customer to the TAC Eng / CSR (or) need to update the swapped SN in "RMA Details" under Case Asset Details while creating a case.
Entitlement will then correctly associate with the product shipped to the customer from the partner.

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