Device Damaged during Shipment
11703
Created On 12/05/18 22:17 PM - Last Modified 04/28/24 09:05 AM
Objective
How to handle a new device when it is damaged during initial shipment.
Environment
A newly purchased device, damaged during shipping, cannot be RMA'd.
A unit with no shipping damage, but will not boot up or is otherwise Dead on Arrival (DOA) will be RMA'd.
Procedure
To obtain a new device to replace one damaged in shipping:
- Submit a claim against the shipper or work with the reseller to get a claim filed.
- Submit PO for a new device.
- Please register the device in the support portal.
- Create a Support case online.
- An engineer will have a new replacement shipped from one of Palo Alto Network's distribution centers in the US or Amsterdam.
Additional Information
Q & A
Question:
I would like to request a DOA RMA replacement, and I have registered the device in the CSP.
However, the basic software warranty has already expired. Do I need to activate the purchased support license on the device?
Ans:
Yes, the customer needs to activate their purchased support license on the device if the basic software warranty has already expired on the device.
So that the CSR Team can transfer the case to the Technical Support Team for further assistance.