1.9 RETURN AND REPAIR POLICY
The Repair/ Service and Return (R/S and R) Program is a means by which readily
returnable customer equipment is serviced. R/S and R provides warranty verification,
generation of appropriate paperwork, tracking, and a single point of contact.
1.9.1 R/S and R Customer Support
Lucent Technologies has many repair locations, and all locations do not repair all
products Therefore, depending upon the product, the unit may go to many different
places. Lucent has the policy that a given customer should only have to interact with
a single organization for repair issues. The Charlotte Global Provisioning Center is the
single point of contact for all material returns for repair. The phone numbers for this
center are as follows:
For RBOC (Regional Bell Operating Companies): (800) 432-4398
For all Other Customers: (800) 255-1402
1.9.2 Two Methods Of Returning Equipment
There are two process’ techniques a customer can utilize to enter their equipment into
the R/S and R; process:
1.9.2.1 Customer Returns Material To Charlotte Global Provisioning Center:
Customers have the option to ship all material that Lucent Technologies repairs and
services to the Global Provisioning Center. The Charlotte Global Provisioning Repair
Center will source the material, transship items not repaired in-house (i.e. Charlotte
Provisioning Center) and do all order processing. The customer must include the
following information:
• Customer’s purchase order number.
• Description and quantity of units included in the order. For DRM, provide the
comcode from the DRM FRU Comcode Table (Table 1-1 )
• Description of the problem (include in box with FRU)
• Return Address for the repaired material.
• Whether or not the customer believes the order is under warranty.
• IMPORTANT: To ensure expedited and accurate handling of the returned
material, the comcode from the FRU Comcode Table (Table 1-1) must be clearly
labeled on the outside of the box the defective unit is returned in. Furthermore,
please ensure adequate packing material is used to protect the unit from further
damage when returned to RS&R.
Address:
Charlotte Global Provisioning Center
10000 Twin Lakes Parkway
Charlotte, NC 28269
1.9.2.2 Customer Direct Ship Material To The Repair Location
Some customers may desire to ship defective material directly to the repair source in
the interest of minimizing the repair interval. In this instance, the customer will
receive repair source information from the Charlotte Global Provisioning Center. Once
again the customer is required to provide the following information:
• Customer’s purchase order number.
235-200-150
January 2007
INTRODUCTION
Issue 3.00N Page 1-7
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