Juniper Networks J4350 manual Packing a Router or Component for Shipment, Tools and Parts Required

Chapter 12: Contacting Customer Support and Returning Hardware

NOTE: Do not return any component to Juniper Networks unless you have first obtained an RMA number. Juniper Networks reserves the right to refuse shipments that do not have an RMA. Refused shipments are returned to the customer via collect freight.

For more information about return and repair policies, see the customer support

Web page at http://www.juniper.net/support/guidelines.html.

For product problems or technical support issues, open a support case using the Case Manager link at http://www.juniper.net/support/, or call 1-888-314-JTAC (within the United States) or 1-408-745-9500 (outside the United States).

When you need to return a component:

1.Determine the part number and serial number of the component. For instructions, see “Locating Component Serial Numbers” on page 213.

2.Obtain an RMA number from JTAC.

3.Provide the following information:

■Part number and serial number of component

■Your name, organization name, telephone number, fax number, and shipping address

■Description of the failure

The support representative validates your request and issues an RMA number for return of the component.

4.Pack the router or component for shipment, as described in “Packing a Router or Component for Shipment” on page 217.

Packing a Router or Component for Shipment

This section contains the following topics:

■Tools and Parts Required on page 217

■Packing the Services Router for Shipment on page 218

■Packing Components for Shipment on page 218

Tools and Parts Required

To remove components from the router or the router from a rack, you need the following tools and parts:

■Blank panels to cover empty slots

■Electrostatic bag or antistatic mat, for each component

■Electrostatic discharge (ESD) grounding wrist strap

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