Chapter 10: Contacting Customer Support and Returning Hardware
3.Provides you with periodic updates on problem status and escalates the problem as appropriate according to escalation management guidelines.
4.Closes the case when you agree that the problem has been resolved.
Tools and Parts Required
To remove components from the chassis or the chassis from a rack before you return the chassis or components for repair or replacement, you need the following tools and parts:
■Mechanical lift, if available
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■Electrostatic bag or antistatic mat
■Electrostatic discharge (ESD) grounding device
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■Phillips (+) screwdrivers, numbers 1 and 2
■Plastic boots or other protective cover for
■Wire cutters
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 are returned to the shipper via collect freight.
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:
1.Ground yourself by using an antistatic wrist strap or other device.
2.Issue the proper shutdown commands to halt your system.
3.Power the system down by pressing the PWR button.
4.Remove all cables from the chassis.
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