7-4 Model D9854 Advanced Program Receiver Installation and Operation Guide 4021470 Rev D
Returning Products
Introduction
You must have a return material authorization (RMA) number to return a product.
Contact the nearest customer service center and follow their instructions.
Returning a product to Cisco for repair includes the following steps:
• Obtaining a RMA number
• Obtaining a customer service center shipping address
• Packing and shipping the product
Obtaining an RMA Number and Shipping Address
You must have an RMA number to return products.
RMA numbers are valid for 60 days. If you already have a number, but it is older
than 60 days, you must contact a customer service representative to revalidate the
number. You can return the product after the RMA number is revalidated.
Follow these steps to obtain an RMA number and shipping address.
1. Contact a customer service representative to request a new RMA number or
revalidate an existing one.
2. Provide the following information to the customer service representative:
• Product name, model number, part number, serial number (if applicable)
• Quantity of products to return
• A reason for returning the product
• Your company name, contact, telephone number, email address, and fax
number
• Any service contract details
• Purchase order number of repair disposition authority, if available
Note: If you cannot provide a purchase order number:
• A proforma invoice listing all costs incurred will be sent to you at the
completion of product repair.
• Customer service must receive a purchase order number within 15 days after
you receive the proforma invoice.
• Products can accrue costs through damage or misuse, or if no problem is
found. Products incurring costs will not be returned to you without a valid
purchase order number.
3. The customer service representative issues the RMA number and provides the
shipping address.
Note: Absence of the RMA number may delay processing of product repair
and/or result in the equipment being returned unrepaired. Include the RMA
number in all correspondence.
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