21
T7406 – Technical Session May 17-01 21
Nortel Networks Confidential
Information required to
Information required to
initiate an RMA order:
initiate an RMA order:
•Ordering code
•Quantity
•Item description
•Nature of problem
•Purchase Order number
•Name of originator /contact
(Telephone Number)
•Ship to address
•Bill to address
CANADA REPAIR AND SERVICE STRATEGY
CANADA REPAIR AND SERVICE STRATEGY
B CLASS REPAIRS for Canada Customers
Advanced Replacement (process used for “service affecting” outag
Advanced Replacement (process used for “service affecting” outag
e, special handling requirements, tracking number desired):
e, special handling requirements, tracking number desired):
1. Customer contacts Nortel
Service Selection Centre
(
1-888-977-9444
) with repair service request. Return Material Authorization (RMA) number issued by Service Selection
Centre.
2. A replacement is selected from Nortel
Service Selection Centre
’s B class stockroom and the replacement is shipped to the customer. Lead time for shipment of advance
replacement equipment varies from different service levels.
3. Customer returns failed units to
Service Selection Centre
within 21 calendar days to avoid being invoiced for Material on Loan (MOL) at a non-return billing price. The RMA
number must appear on the outside of the defective return packaging. Repair Tags must be attached to the returned equipment. All shipments must include a packing slip with
the
following information: Customer address, RMA number, Quantity being returned, Ordering code of items being returned, Purchase Order number, Contact Name and Phone #
4. Nortel
Service Selection Centre
sends Defective Product to Repair Source
5. Repair Source will repair product and send the repaired product to Nortel
Service Selection Centre
for B class stock replenishment
Mail In (standard process):
Mail In (standard process):
In the Mail In process, an RMA number is not required. The customer returns the failed unit, including Purchase order and packing list to the NORTEL Service Selection Centre.
The packing slip should include the following information: Customer ship to address, Quantity and Ordering code of items being returned, Purchase Order number, Contact
Name and Phone Number
A replacement is sent to the customer when the defective hardware is received at the NORTEL Service Selection Centre.
Standard repair turnaround time is 15 working days in Canada from receipt of equipment at the Nortel
Service Selection Centre
warehouse.
Steps 3 -> 2 -> 4 -> 5 represent the flow for the Mail In process.
All slides are based on the fact that:
1) Shipper pays freight/transportation and shipping charges
2) NORTEL NETWORKS GRS services only Telcos and Distributors
A replacement is selected from the Service Selection
Centre’s B class stockroom. The
B class replacement is
shipped to the customer
Customer returns
failed units to Service
Selection Centre
Tecom
repair
Service Selection Centre
sends the failed units
to the repair center
Repaired units are sent back
to Service Selection Centre’s
B class stockroom
Canada Customer
Customer contacts Nortel Service
Selection Centre requesting
advanced replacement service
2.
3.
1.
4.
5.
NORTEL
Service Selection Centre
