Returning Products for Repair or Replacement ! 189
Appendix C: Customer Support
Returning Products for Repair or Replacement
In the event of a hardware failure, please contact Juniper Networks to obtain a
Return Material Authorization (RMA) number. This number is necessary to ensure
proper tracking and handling of returned material at the factory. Do not return any
hardware until you have received an RMA. Juniper Networks reserves the right to
refuse shipments that do not have an RMA. Refused shipments will be returned to
the shipper via collect freight.
See the customer support Web page for complete repair and return policies and
procedures.
Packing Instructions for Returning a Chassis
If possible, use the original shipping crate, pallet, and packing materials in which
the chassis was originally shipped. If these materials are unavailable, use
comparable shipping material, or contact your Juniper Networks representative for
information on approved packaging material.
To pack the chassis for shipment, follow these steps:
1. Ground yourself by using an antistatic wrist strap or other device.
2. Issue the proper shutdown commands to halt your system.
3. Switch all power switches to the OFF position.
4. Remove all cables from the chassis.
5. Remove all major components from the chassis, including line modules, I/O
modules, fan trays, and cable management systems.
6. Remove the chassis from the rack and bolt it to the shipping pallet.
7. Cover the chassis with an ESD bag and place packing foam on top of and
around the chassis.
8. Place the crate cover over the chassis and fasten the cover to the pallet.
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