Hardware failure and RMA procedures

Document ID : KB000044299
Last Modified Date : 14/02/2018
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Introduction/Summary: 

 

What is needed to do an RMA (Return Merchandise Authorization)?

 

Background:  

 

Some older NetQoS products were shipped with NetQoS provided hardware, including Multi-Port Collectors and Gigastor systems. This article explains what information customers should provide to CA Support when a CA supplied hardware fails.

 

Environment:  

 

CA supplied hardware

 

Instructions: 

 

CA Support will need the following information to perform an RMA on any NetQoS appliance. Failure to provide all the information asked below will result in a delayed  RMA. This information is required for any RMA, including RMA's that result in parts replacement.

  • Version of CA software loaded on the appliance.
  • General description of what is wrong (error message if any).
  • Shipping Information (Contact details).
  • Any special instructions (Replacing Raid drives if applicable).
  • For GigaStor Contact Shipping Address (where you want the replacement shipped to).
  • Type of Unit.
  • Serial Number.
  • Serial Number of Hard Drive (for Hard Drive Replacement only).
  • Size of Hard Drive Reason for Request.
  • Description of Issue.
  • Drive Slot Drive Manufacturer Serial Number of Drive Chassis

 

Additional Information:

 

Source Support Services - Warranty Services Programs 

MBX Standard - Warranties and Service Levels