RMA Defective Device Device Return Process
10141
Created On 04/01/19 17:06 PM - Last Modified 06/10/24 20:58 PM
Objective
When we send an RMA replacement, the expectation is that the customer returns the defective device.
Environment
- Support Portal
- RMA Replacement
Procedure
- A return AWB or return instructions are shipped with the replacement device.
- You can have the RMA Return Instructions resent from the RMA case. The return instructions and return labels will be sent to the Asset Recovery contact provided in the RMA case in 24 hours after being requested.
- After 10 days, our asset recovery partner will begin emailing/calling the name listed in the RMA form under Asset Recovery Contact. This process continues until the defective is either returned or written off the books from an accounting perspective.
- Devices not returned after the contractual time are decommissioned in the system to prevent a secondary market sale.
- It is possible to keep the defective device and return the replacement device. In this scenario report the serial number you send back in the TAC case. If the TAC is already closed, Create an Administrator case to let us know which device you send back to Palo Alto Networks.
- It is not possible to keep both the defective and the replacement device. One will be decommissioned as per procedure.
- It is possible to not send back the defective device under certain circumstances ( you can check these circumstances with your account team ). In this scenario, a Certificate of Decommission has to be filled in and we expect the end user to dispose of the device internally.
Additional Information
How to request RMA Return Instructions.