Alcatel Lucent Enterprise ALCATEL-LUCENT ENTERPRISE NORTH AMERICA HARDWARE SUPPORT RMA PROCESS DOCUMENT. THIS DOCUMENT AIMS TO EDUCATE OUR BUSINESS PARTNERS AND THEIR END USERS ON OUR HARDWARE REPLACEMENT PROCESS FOR DEFECTIVE PRODUCTS AFTER A SALE. PROCESSES AND POLICIES ARE EXPLAINED ON SUBMITTING A RMA VIA OUR SERVICE AND SUPPORT GROUP. Michael Demko 2015 This document aims to define the Service & Support return material process. It is intended to provide a path for our Business Partners to follow Alcatel-Lucent Enterprise policies within the specified warranty period. The hardware support (HWS) process will encompass products returned for in warranty repair, out of warranty repair, Advanced Replacement (AVR) (LLW AVR) Limited Lifetime Warranty & (DOA) for Dead on Arrival products. This document will cover each of the process steps beginning with: ! FACTORY WARRANTY Product is delivered with one (1) year factory warranty. Day 1-90 is DOA after delivery, and 91-365 is repair and return. Technical support/phone support is not included in factory warranty for Data customers. ! CUSTOMER SERVICE RETURNS/ RETURN FOR REPAIR (CSR) for a customer call involving customer owned equipment within the factory warranty period, or out of the warranty period that requires return for repair. (RTF) ! ADVANCED REPLACEMENTS, LLW AVRS & DEAD ON ARRIVAL (AVR, LLW & DOA) for the return of equipment that was originally shipped as a result of a customer call where there was an equipment or network outage. These incidents require the shipment of replacement equipment in advance of the receipt of the non-operating equipment to restore the customer to full operation in the shortest amount of time. This does not include wrong products shipped on first purchase due to a purchasing error by the BP. PCX product is exempt from LLW service. This document applies to all returned Alcatel -Lucent Enterprise products per above parameters. The term customer and BP are used interchangeably in this document. OEM servers are not supported by our HWS process. 2 HWS RMA INSTRUCTIONS ! The RMA process begins when the BP notifies Alcatel-Lucent Enterprise Service & Support Administration that the BP desires to return the product(s) for AVR replacement, DOA, or for CSR repair and return. Customer may call 1-800-995-2696 and choose the correct prompt to speak with an agent. Or email, [email protected] ! The HWS RMA form must be used to request the replacement service the customer requires. If the BP does not have a RMA form, one will be sent to the BP. Levels of services are on the top of the form, and must be indicated when submitted. ! Once the filled HWS RMA form is received by Esd support, a Service & Support Administrator will review all the listed information. This includes level of HWS RMA service requested, the product model numbers, serial numbers, and quantities. And that the proper bill to and ship to sections have been filled out. A contact name, phone # and email address are mandatory for the indicated ship to location on the HWS RMA form. ! A service request number will be issued if a ticket does not exist for the matter prior, and the information is then entered into the RMA database. ! When the Service & Support Administrator sees the level of service requested on the HWS RMA form is for RTF/CSR. They check the warranty on the listed products. If the material is in warranty, they will create the RMA order in the system and reply with return instructions via email. ! Customer pays inbound freight on CSR’s. Alcatel-Lucent Enterprise pays freight on out bound RTF/CSR’S. Normal turnaround time for repair is twelve business days after receipt of the defective material at our hub. This repair time frame may not apply to products that have gone end of sale. Like for like product is shipped on return for repairs. Meaning, the unit sent in will not be the exact same serial numbered item that is shipped back. WARRANTY IS SIX MONTHS ON OOW REPAIRED MATERIAL. FOR IN WARRANTY REPAIRED ITEMS, THE ORIGINAL WARRANTY REMAINS IN EFFECT IF IT EXCEEDES SIX MONTHS. 3 HWS RMA INSTRUCTIONS ! When the Service & Support Administrator sees the level of service requested on the HWS RMA form is for RTF/CSR, and the items are out of warranty, or are a mix of both, the customer will be made aware of this fact by Support. Support will request a PO for the repair costs to the BP. Support will also request specific details be on the PO as it relates to the product line on the submitted HWS RMA form. *THERE ARE NO BP DISCOUNTS ON REPAIR SERVICES OR REPLACEMENT PRODUCTS* ! If the Service & Support Administrator sees that the AVR or DOA service level was chosen on the HWS RMA form, the case will be assigned and forwarded to a Service & Support engineer for technical verification and review. In most cases, PCX AVR submissions do not get sent to an engineer for trouble shooting. This was done before the HWS RMA product request on the PCX gear. A BP must have purchased proper support coverage on their products to avail technical support. If a BP wants technical assistance on a PBX or non covered data network gear, support will quote a technical assistance per case fee. ! When technical support is engaged via a SR request on our support website, or by direct contact via the support toll free number, the assigned Service & Support engineer will review the service request and work with the customer to solve the problem (via phone/email) Technical support service entitlements must be in place, or technical support is denied. ! If the BP is not entitled to technical support, they will be quoted a technical support per case fee. If the situation is resolved, the engineer will close the service request file in the RMA data base. ! If the assigned Service & Support Engineer determines the case requires hardware replacement via AVR or DOA, the Service & Support Engineer, (whether on or off site), or the BP, will be required to fill out a HWS RMA form, if one was not submitted when the original Sr was created. All self explanatory sections on the RMA form must be completed. If costs are involved with the AVR RMA submission, due to lack of a HWS plan in place. Support will quote the BP accordingly. IF a BP is on pre pay, or hard credit holds status, finance must approve payment method before the AVR can be processed. 4 HWS RMA INSTRUCTIONS CONTINUED. The serial number of the defective product/s must be entered on the RMA form. The customer should be informed by the Service & Support Engineer that for AVR returns, the serial number of the returned product MUST match the number entered on the HWS RMA form when the AVR is initiated. This is to insure that proper contract and/or oow warranty pricing is quoted to the customer, and utilized for the exchange. If the returned product is received with a different serial number, the customer may be billed the full list price of the product/s. ! The completed HWS RMA form is then sent to the Service & Support Administrator by the Alcatel-Lucent Engineer or BP for the issuance of the RMA number, and notification to the BP or BP’s end user. ! Once trouble shooting is completed by the engineer, and they determine hardware replacement is required on an AVR or DOA request, the give the case back to the GWC agent to process. The AVR or DOA order will only ship if all mandated data is correctly listed on the HWS RMA form. On non DOA orders where payment is required, a hard copy PO, or completed credit card form must be provided before the 1:30 PST cut off for processing AVRS. Alcatel-Lucent Enterprise processes AVR/DOA’s during our normal HWS business hours. Monday through Friday & non ALE holidays. Credit card payments don’t guarantee overnight delivery. ! All AVRS ship with a prepaid UPS return label that can be used to send back the defective material. If for some reason the BP does not get a prepaid UPS return label with the new gear, simply reference the RMA # & email support for a new return label. ! ON DOA AVRS Alcatel-Lucent Enterprises ships brand new product. ! ON LLW AVRS, and Standard AVRS, Alcatel-Lucent Enterprise ships refurbished product. ! If we don’t have inventory for an AVR, we will provide an ETA on a shipment date. Any possible AVR expedite fee may be discounted in such cases. ! Our support team does not process return for credits, or replace material that was ordered on a revenue sales order by mistake. 5 HWS RMA INSTRUCTIONS CONTINUED. ! BP’s or their end users have 30 days to return the defective material after their AVR replacement product is delivered to them. If an extension to send back the product is needed, please request one to [email protected] provide a valid reason for the request. If the defective material is not returned in our contracted time frame, or after a granted extension which won’t exceed 60 days. The BP will be invoiced at full list price for the non returned product. If a pattern of non return and nonpayment develops with a BP, or their specific end user, they risk being placed on a hard service hold until the financial issues are resolved. ! All North American BP’s requesting a AVR on PCX product who do not have a current HWS contract in place for in warranty parts for their end user, must supply a collateral PO for PCX AVRS. The PO requested will be at full list price for the items on the RMA request, and all required expedite fees for the parts. ESD Support will quote the submitter accordingly at the time of the RMA request. Once the defective items are sent back, the PO for the PCX AVR will only be invoiced for any expedite charges. For OOW warranty PCX AVRS, we require a PO for the parts full list price, and expedite fees. Upon return of the defective products, we only bill for for the parts repalcement and expedite fees. In the event the defective material is not sent back to us by the 30 day deadline, we will use the PO to invoice for non return at full list for the Advanced PCX product. ! Any BP who has a HWS service plan in place for their end user will have the RMA processed in accordance to the scope of work in their purchased HWS service plan. ! Alcatel-Lucent Enterprises service and support group only deals and interacts with end users who are aligned with a BP. ! Alcatel-Lucent Enterprise service and support will only interact with a BP or a current BP’s end user who contacts them via the 800#. All end users must be registered in our support database. Support won’t interact when sent queries from non accepted emails. Examples are Gmail, Yahoo, AOL, or Hotmail. 6 ALCATEL-LUCENT ENTERPRISE HWS RMA POLICIES AND AVR FEES. ! AVR expedite fee is $350.00 per part on in our out of warranty PCX PARTS where a PCX AVR HWS support service plan is not in place. ! AVR expedite fee is $1000.00 per part for in our out of warranty DATA products where a DATA HWS service paln is not in place, that does not cover next day service. ! DOA & LLW AVRS incur no AVR expedite fees. ! No chargable AVR will be processed after our 1:30 PST cut off time, if the requested form of payment is not provided by this deadline. ! Alcatel-Lucent Enterprise HWS accepts only hard copy PO’s, wire transfers and credit cards as valid forms of payment for our HWS and technical support services. ! ALCATEL-LUCENT-ENTERPRISE DOES NOT OFFER COUNTER TO COUNTER SERVICE. ! Our HWS policy is like for like refurbished product replacement on CSRS & AVRS. ! We do not accept bundled ALE part numbers on RMA submissions. ! All HWS items ship stand alone. We don’t configure products prior to shipment for any BP. This goes for CSR repairs, or any type of AVR. ! Our AVR & RTF HWS RMA replacement policy does not cover batteries, cables, cords, fuses, wall mount kits, brackets, CDs, software, or any other item we may deem as consumables. ! Alcatel-Lucent Enterprise has the legal right to not return unsolicited product sent back to our repair hub in error. ! Alcatel-Lucent Enterprise reserves the right to not repair items that has physical damage present which was not indicated on the HWS RMA form. 7 ALCATEL-LUCENT ENTERPRISE HWS RMA POLICIES CONTINUED. ! Any HWS RMA return order type must be packaged to ensure safe transport of the material to our repair hub. AVR products sent back that are beyond repair, due to improper packaging by the BP, or their end user, will be invoiced for the items at full list to the BP. RTF material sent back in such a fashion will not be repaired. ! Our HWS policy does not cover Alcatel-Lucent Enterprise products that have reached obsolescence. Normally this occurs the beginning of the sixth year from end of sale. ! Alcatel-Lucent Enterprise will not upgrade PCX material that was covered under a PCX AVR service plan, if that product goes obsolete during the service plans coverage term. We will only provide a credit for the remainder of the coverage term after the products obsolete date. * It is never our intention to cover an item for AVR service for a term that will carry over into said products obsolete date.* ! HWS policy and product exchange programs that Alcatel-Lucent France sets, may only apply to the rest of the world, and not to North America. ! OOW product replacement fees are based on the items FINAL published list price before it went end of sale. OOW prices are based on a repair formula not tied to a BP’s or distributors contracted discount. ! Any HWS RMA submission submitted after our 1:30 PST cut off time will be processed the next business day. This does not apply to sites covered by some same day delivery service plans. ! Support will not process a HWS RMA AVR request submitted that same day that requires a hardcopy PO, or payment of some form on a verbal promise that it will be provided in the near future by the BP. ! Various services that our GWC provides that are not tied to hardware replacement, will be delegated to the proper team, and carried out in 72 hours or less. ! Alcatel-Lucent Enterprise dos not replace inactive PCX product for our labs via the AVR process. Same applies to obsolete PCX products. 8 RMA HWS DEFINITIONS. RMA - Return Material Authorization. CSR - Customer Service Return. AVR – Advance Replacement. (ships next day unless customer requests other method. ) DOA – Dead on Arrival. (Defined as part failing 90 days after delivery date to the BP. Not 90 days after install. LLW AVR- Limited Lifetime Warranty. Applies to a certain segment of ALE DATA products. LLW AVRS do not ship overnight. The ship method is UPS ground. The LLW AVR will ship the day after the RMA is submitted. (PCX products are exempt from LLW service. ) RTF- Return for Repair. OOW- Out of Warranty. BP- Business Partner. S/N – Serial Number. SR- Service Request. GWC- Global Welcome Center. HWS- Hardware Support. 9 RMA HWS PROCESS FLOW Customer Calls Service & Support CSR Customer Owned Return Collect Info on Nonconformance Determine AVR/CSR AVR/DOA Advance Replacement & Dead on Arrival Yes RMA # assigned Assign to Service & Support Eng. Yes Evaluate Request Supply RMA # for AVR, N/CRMA to Customer Yes RMA Data Entry receiving verify's against returned Product 10 Yes Accept Return No Notify Customer 11
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