This article provides answers to common questions regarding the Return Material Authorization (RMA) process, including the steps involved in RMA and some common problem scenarios faced by users.
My device is not working anymore, do I need an RMA?I want to know the status of my RMA.I have a new device, and it is not turning on. I cannot find the serial number so I can open an RMAIs shipping label free? Can I get a free shipping label if I lost it?I have a license on my defective device can I transfer it to the replacement?Can I have the latest software version on the replacement device?I have an RMA but it seems there is no progress.Can I return all the accessories included in my defective device?I provided incorrect shipping address can I change this?I provided a wrong serial number when RMA was created can I cancel my RMA?
RMA stands for Return Material Authorization. If a Juniper Technical Assistance Center (JTAC) engineer has concluded hardware failure on a device OR the hardware failure has been determined through the online RMA workflow, an RMA will be created. This RMA provides the customer with the ability to return the specified defective unit for replacement in line with the purchased SLA (Service Level Agreement).
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A DOA (Dead On Arrival) is a hardware failure which is determined within the first 30 (thirty) days from the shipment date of a brand new Juniper product.
A product is considered for DOA RMA only if the hardware failure is determined within 30 days from delivery date from Juniper. If the case is raised /opened after 30 days, it will be considered as regular RMA. The defective product must be returned within 10 (ten) days from receipt of the replacement unit.If the Return Material Authorization (RMA) is created as a DOA, then a new expedited replacement part will be shipped from our manufacturing facilities within two (2) business days. Shipment times will vary from location to location.
Refer to example KB: KB6508 - How to determine if you are facing a hardware issue? [juniper.net]
When the FRU has been identified as a failed FRU through the online RMA workflow process, the RMA request is created. Additionally, for FRUs that are not eligible for the online RMA process, customers can opt to work with a JTAC Engineer to confirm that a Return Material Authorization (RMA) is required. To open a case with JTAC, contact Support.
For more information, refer to the following:
Below are the following steps to take when checking the status of an RMA.
When a Return Material Authorization (RMA) is created, a creation notification (similar to the following) is sent:
When the replacement part has been shipped, an email notification (similar to the following) is sent:
When the replacement part has been successfully delivered, an email notification (similar to the following) is sent:
When the defective part is yet to be returned to Juniper, an email notification (similar to the following) is sent:
All field-replaceable units (FRUs) have a sticker with the serial number. The sticker location on each part can be found in the Contact Customer Support section of the Product Documentation hardware documents.
RMAs are available only to customers whose hardware is either under the manufacturer's warranty or who have an active support contract which entitles them to RMA replacement. For customers whose warranty has expired or who have only CORE support, an upgraded support contract must be purchased. Please visit the below link and reference the table on page 2 (two) for an overview of Juniper Care entitlements.
In Warranty RTF (regular warranty) is the 1-year period from the Ship Date of the device. Juniper will either repair or replace the hardware. Juniper is given 20 business days to allocate and ship out a replacement device from the receipt date that the defective unit was received.
In Contract RTF- are support contracts that can be purchased from the Reseller, even if the regular warranty has not yet lapsed. Juniper is given 10 business days to allocate and ship out a replacement device. (PAR RTF, CORE-PLUS, EXTENDED WARRANTY)
Please note that Juniper should receive first the defective device before shipping the replacement. If Juniper did not receive the defective device in 45 days the RMA will be closed automatically. Delivery times will vary depending on the location of the consignee. The destination country's customs procedures affect the actual delivery of the replacement unit.NOTE: Cut off time for submitting Next Day, Next Day On-Site & Next Day Shipment RMAs is 3 PM local time. If an RMA is created after 3 PM, the RMA will be processed the following business day. For instance, if an RMA is opened for you on Friday after Cut off, we will process the RMA by Monday.
For a DOA RMA:
A new unit will be shipped from the Juniper manufacturing facility within two (2) business days
The defective product must be returned within ten (10) days from receipt of the replacement unit
Note: Prepaid waybills are sent only for Advanced Replacement RMAs. Juniper Care Core (within warranty) and Juniper Care Core Plus RMAs are Return-To-Factory (RTF) and customers are responsible for shipping the unit.
Return ONLY the defective item. Keep the cables, software, mounting brackets, manuals, or other non-hardware-related items. Juniper is not responsible for any additional items sent back in with the package.
RMA Return Instructions
DOMESTIC US/CANADA – Return Instructions
LATIN AMERICA - Return Instructions (ADVANCE REPLACEMENT ONLY)
EMEA - EUROPEAN UNION (EU) COUNTRIES - Return Instructions
EMEA - NON-EUROPEAN UNION – Return Instructions
ASIA PACIFIC – Return Instructions
To transfer license keys, you can use the Juniper Agile Licensing Portal and click Advanced Tools > RMA Tool. (Refer to the Juniper Agile Licensing Portal FAQ for additional information.)For Junos Space and JSA, no license transfer is needed.
No, the Technical or JTAC case can be closed and the RMA will remain open and in process with the Logistics team.
Support will be transferred automatically when the RMA transactions are completed.
The locations for defective returns may be found in Global RMA Locations.
Please refer to KB17701 - How to Escalate an Existing/Open Case [juniper.net] on how to escalate an RMA. Please do not forget to have your case ID or RMA ID on hand.
If you need to cancel an RMA for any reason, please contact Customer Care through the RMA Ask a Question tab. Include the reason for your cancellation request in your post.
Note: RMA cancellations or reversals are subject to approval and may not be possible depending on the stage of the shipment at the time your request is submitted.
You may refer to KB100731 - How to Use the RMA "Ask A Question" Feature on the Support Portal. [juniper.net]
Your past and present RMA information is located in the Juniper Support Portal.From the Support Portal home screen, click the RMAs tab. Depending on your display size, the RMAs tab could be listed under More. On the RMA tab, use the list view drop-down to see several view options:
My Open RMAs - these are the RMAs that you have requestedAll Open RMAs - RMAs that are created under the accounts associated with your profile that are still openRMAs Awaiting Defective Return - list of RMAs wherein Defective Parts are yet to be received by JuniperAll Completed RMAs - RMAs that are completed (Defective Part is received and Replacement Part is delivered)
For new units, the currently most recent software version will be loaded at time of manufacturing and for refurbished units, this will take place at the time of repair. The software version will not be updated before the replacement is shipped out. As a result, Juniper cannot guarantee that the replacement will be shipped with the latest software.
Auto-reminders are sent to the Shipping Customer E-Mail at certain intervals as a friendly reminder that the faulty part must be sent back.