Chapter 5 Troubleshooting
Returning Units for Repair
136 SuperLoader User’s Guide
Upon receiving the above information, Quantum’s Customer Service staff
will provide a RA number, and ship the new part directly to the customer
within 48 hours. The customer should then take the bad part and return it
in the same shipping box the good part was shipped in.
Please mark all shipping containers and shipping documents used for the
return of the product prominently with the RA number. This ensures
prompt handling upon receipt by Quantum.
Policies and
Procedures 5
Quantum uses the following policies and procedures when processing
returned units:
Turn Around Time Policy 5
It is Quantum’s intention to meet or exceed agreed upon turn around
time commitments to our customers. Turn around time goals for all
configurations for DLT, LTO-1, LTO-2, DLTtape, SDLT, and DLTstor
products are generally five working days or less.
Shipment Discrepancies 5
It is our intention to work with our customers to minimize and eventually
eliminate discrepant return shipments. These shipments cause delays in
receiving product for return/replacement. Discrepant shipments include,
but are not limited to the following:
• Handling Damage, including poor packing of product returned
• Return of non-Quantum product
• Short or over shipments
• Unauthorized returns
•Bulk shipments
Any shipment containing discrepancies falls outside of Quantum’s
standard turn around time commitment.
Note: Quantum measures turn around time based on receipt of
shipment at Quantum’s dock until shipment from Quantum’s
dock.
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