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Out of Box Failure (OBF) for Hospitality Products
If you experience an out of box failure (OBF) during installation or staging related to a
missing, wrong, or defective unit or item, contact NCR through any of the following
options, which may differ based on the customer sales channel:
• Local Office : Field Services will need to log a new case in GEMS.
•
Direct (L1 Support)
: If the customer is contracted for level 1 support, call +1-800-
792-5642, Option 1, Option 1, then open a new case. The “direct support team”
would then need to escalate the GEMS incident to the appropriate support team.
Standard would go to HWT, Brand would be assigned to Brand.
• Direct Customer with Corporate Help Desk : Log a new case on NAYS
•
Resellers
: Reseller will log a new case on NAYS
For assistance with the OBF process, provide the following details:
• NCR Sales Order Number (Sales Order Number is located on the box)
• Date of product installation or staging when failure is detected
• Product Model Number
• Unit Serial Number
• NCR Part Number or Model Number of defective, missing, or wrong components
• Description of failure (please be specific. For example: “display will not power on”)
• Customer/Requestor’s contact name, phone number and/or e-mail address
• Address to ship replacement part(s)
Hardware that fails after installation or staging DOES NOT qualify as an Out of
Box failure but would be managed using same process described above.