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Issue
Tips and tricks for performing RMA procedure.
Resolution
A checklist for RMA Handling.
1. See also other Primus related RMA articles.
TechTip: RMA Process for Appliance 3.0 - TechTip: RMA Process for SecurID Appliance 3.0
What is the Return Merchandise Authorization(RMA) process forRSA SecurID Appliance? - What is the Return Merchandise Authorization (RMA) process for RSA SecurID Appliance, for SecurID Appliance 1.x and 2.x
What is the Return Merchandise Authorization (RMA) process for SID800 tokens? - What is the Return Merchandise Authorization (RMA) process for SID800 tokens
What is the Return Merchandise Authorization (RMA) process for RSA Key Manager Appliance? - What is the Return Merchandise Authorization (RMA) process for RSA Key Manager Appliance
Non-return of faulty parts after RMA - Non-return of faulty parts after RMA
2. Refer to RSA RMA Handling Guide.
Obtain ALL shipping address Information needed from Customer.
RSA Case Number:
Company Name:
Customer Contact (First and Last Name):
Customer Contact Telephone Number:
Customer email address:
Customer Shipping Address:
Unit Serial Number:
For Failed Hard Drives (Product ID, Revision, Serial Number):
Problem Description (and any actions taken to try remedy):
3. Create the RMA Request Case with Unicom Engineering.
Email: Support@unicomengineering.com
Web: https://www.unicomengineeringportal.com (login details required)
Call: 1-800-977-4002 or +1 972-673-1300 and use PIN (57854)
4. Emails you can expect to receive from Unicom.
a. New Support Request # 201403040001
When a New RMA Support Req is created.
b. Unicom Support Request : 201403040001 / 00458342 <--PLEASE DO NOT CHANGE THIS SUBJECT RSA 201403040001 RMA000000367124 ESF Galway SYS-G-RSA710-S4H-L-CON 00458342
When the Support Req is processed and a RMA case is created.
c. Returns Material Authorization attached: RMA000000367124
When RMA case is processed and RMA is ready for Courier pickup, Customer and yourself are notified.
5. Tracking RMA.
Obtain the Courier Tracking Number from the Unicom RMA case after the RMA request has been processed.
Enter the Courier Tracking# into the Courier website.
Typically on FedEx website, http://www.fedex.com
Occassionally UPS website, http://www.ups.com
If the Tracking# is not getting added to the Unicom RMA case then contact Unicom (Details above) requesting the information.
The Courier Tracking# can be supplied to the Customer, so they can follow the progress of the RMA devliery.
6. Delivery not completing.
If the delivery on the Courier website is not completing, this will usually be due a Custom issue.
Please ask the Customer to contact their local Courier office and quoting Tracking# ask what is the issue.
If the issue is due to something the Customer can't resolve then contact Unicom Engineering asking then to assist.
7. Reminder to return faulty part after RMA.
If after 30 days from RMA shipping the faulty part has not been returned to Unicom Engineering, then Unicom will send a reminder email similar to the below example,
From: Support@unicomengineering.com
Sent: Thursday, 10 July 2014 3:01 PM
To: name
Cc: people@nei.com
Subject: Unicom Engineering RMA # RMA000000nnnnnn is still open after 30 days
Hello name,
This message is a reminder that the defective item shipped for advanced replacement RMA # RMA000000nnnnnn has not yet been returned to our facility and the tracking number assigned to your return shipper has not been activated with Fedex. We are sending you this message to let you know that it has been over 30 days since you were shipped this item.
If we have not received the defective item back within 45 days of our advance replacement shipment it will no longer be accepted and you will be invoiced for the full amount of the defective unit still at your facility. Please take a moment to check the status of this return and, if not already shipped back to NEI, please take the necessary steps to return it to us as quickly as possible. In the event that you are having difficulty returning the defective material, please contact our support desk at 1-800-977-4002 or e-mail support@NEI.com with details and we will assist as needed.
If you have already shipped this item back to NEI, please call our support desk with the tracking details of the return shipment so that we can credit your account with the return and track the unit back to our facility.
Thank you in advance for your efforts
The NEI Service Team etc.
RMA #: RMA000000nnnnnn
RMA Type: ADV_RPLC
Requested Ship Date: 10-Jun-2014
Ship to Company Name:
Contact Name:
Phone: 1234
On receiving this reminder email from Unicom, open a new Support case for the return of the faulty part after RMA.
Send a reminder to all the Customers involved in the original RMA case, to return the faulty part, or they may be charged by RSA for the full cost of the faulty part.
If the Customer provides the Courier Tracking# for the returned faulty part, then provide this information to Unicom, so they can trace the whereabouts of the part.
If the Customer is delayed for any reason in returing the faulty part, then let Unicom know the reason, and any estimate when the return will happen.
8. Return of faulty part after RMA
A requirement from the Customer, which is described in the Customer Guide to RSA Technical Support.
See the Section for "Hardware Replacement" which states the following:
If fault is determined to be hardware, then RSA will initiate its return material authorization (RMA) process to replace the failed hardware component providing that you have a current support contract. RSA requires the model number, serial number, requested log files and failure information of your hardware component before the RMA process is initiated.
Shipment of hardware replacement does not follow the service definitions; shipment shall be determined based on the product and RSA?s RMA policy, and/or a sub contract appended to your support agreement. RSA Technical Support will send you the following two items:
1. Replacement hardware, shipped postage paid priority to the address that you provide.
2. An e-mail containing return shipment instructions and an electronic return shipping label for the hardware that you are returning.
Important: Hardware returns must be shipped to the address provided in the e-mail. No goods will be accepted for exchange or return without a pre-approved RMA number. The original hardware must be shipped back within 15 days of receiving the replacement or you will incur a replacement charge equal to the original value of the hardware.RMAs are handled by our head office, which is located in Bedford, MA (Americas Eastern Time zone) and our Shannon, Ireland office (Western European Time zone). RMA requests approved between 12:00 a.m. and 2:00 p.m. in either time zone are shipped on the same business day. After 2:00 p.m. the replacement hardware is shipped on the next business day. All RMA requests are processed on the business day on which the request was received, excluding holidays.
Additional Notes:
a. The above mentions the faulty part should be shipped back by the Customer within 15 days of receiving the RMA.
b. Unicom Engineering will send a reminder email to the RSA Support engineer in the Unicom RMA Request case after 30 days of them shipping the RMA.
c. After 45 days Unicom will charge RSA for the full cost of the faulty part, and then it is at RSA discretion whether to charge the Customer.
d. Unicom may decide for small RMA items (power cords, batteries), or for superceeded parts that the faulty part return is not required. Please inform the Customer the faulty part return is not required, and can be disposed.
e. Usually the return shipping label, and instruction to return are included in the RMA box delivered. The email from Unicom to Customer also includes some of the return instruction.
f. If the pre-paid return shipping label has been lost then contact Unicom, asking for another copy.
Briefly the Customer would do the following for the return of the faulty part:
I.Put the faulty device into the RMA box they received.
II. Remove any old shipping labels/stickers.
III. Stick on the pre-paid return shipping label.
IV. Label the box with the provided RMA number.
V. Call the Courier of the return shipping label (usually FedEx) to arrange pick-up.
See attached document for sample pre-paid return shipping label, and instructions to return.
Internal Comments
UserName:shurtj4/22/2014 7:59:47 PM - Changed Audience to Internal
Changed audience to Internal as this is an internal article and should not be customer-facing.
UserName:shurtj
8/7/2014 1:31:38 PM - Updated Article
Updated article and made changes to abide by Primus best practices.
UserName:warehv
5/27/2015 1:54:38 PM - Updated Article
Updated attached RMA document link to new file a64804_RSA_RMA_Handling_Guide_v1.9.doc
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