Chapter 5: Troubleshooting
724-746-5500 | blackbox.com
Page 26
5.2
When Calling for Assistance
Please be prepared to provide the following information.
1.
A complete description of the problem, including the following points:
a. The nature and duration of the problem;
b. Situations when the problem occurs;
c. The components involved in the problem;
d. Any particular application that, when used, appears to create the
problem;
2.
An accurate list of Black Box product model(s) involved, with serial
number(s). Include the date(s) that you purchased the products from your
supplier.
3.
It is useful to include other network equipment models and related hardware,
including personal computers, workstations, terminals and printers; plus, the
various network media types being used.
4.
A record of changes that have been made to your network configuration
prior to the occurrence of the problem. Any changes to system
administration procedures should all be noted in this record.
5.3 Return
Material
Authorization (RMA) Procedure
All returns for repair must be accompanied by a Return Material
Authorization (RMA) number. To obtain an RMA number, please contact Black Box
Tech support.
Please have the following information readily available:
Name and phone number of your contact person.
Name of your company / institution
Your
shipping
address
Product
name
Serial Number (or Invoice Number)
Packing List Number (or Sales Order Number)
Date of installation
Failure symptoms, including a full description of the problem.
Black Box will carefully test and evaluate all returned products, will repair
products that are under warranty at no charge, and will return the warranty-
repaired units to the sender with shipping charges prepaid (see Warranty
Information, Appendix A, for complete details). However, if the problem or
condition causing the return cannot be duplicated by Black Box, the unit will be
returned as:
No Problem Found.
