188 097-55501-01 Issue 6 – June 2003
1
TimeHub 5500 System Guide
5.4 Repair and Return
When returning defective equipment for factory repair, obtain the following
information prior to calling Symmetricom:
• A complete description of the trouble (alarms, equipment behavior,
etc.), part number, serial number, issue/revision level, and
warranty expiration date.
• If the warranty has expired, a purchase order with “bill to”
information.
• A customer field technical contact including address, phone
number and FAX number.
• Return shipping information.
To return defective or damaged equipment, use Procedure 5-9.
Procedure 5-9. Equipment Return
Step Action
1 Call your local Symmetricom distributor or Symmetricom’s Inside Sales (refer to the Sales
subsection), and obtain a Return Material Authorization (RMA) number and shipping
address.
Note: Retain the RMA number for future reference. The RMA number is used by
Symmetricom for internal tracking of the unit. Reference the RMA number in all
communications with Symmetricom regarding the unit.
2 Pack the defective equipment, including a list containing all the information obtained
above, in the original packing material. If the original packing material is not available,
inform Symmetricom, and the appropriate shipping material will be provided.
Note: Equipment must be returned in the original packaging, or approved replacement
packaging for the warranty to be honored.
3 Mark the RMA number and the equipment serial number on the outside of the shipping
carton.
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