Return Material Authorization RMA Process and FAQ
- Article Type:
- How To
- Article Number:
- Last Modified:
Extreme Networks RMA FAQs
Your asset serial number and your shipping and contact info will be required to process the RMA.
How long will it take to receive my replacement hardware?
This depends on your level on entitlement or product warranty. For most Advanced Hardware Replacements, the product is usually shipped out the next business day. For other types of RMAs it will take longer. Most locations in the world have a super-depot that can usually get your replacement product shipped within several days.
For other RMAs, such as Return and Replace RMAs, your replacement product will be shipped out upon the Depot’s receipt of the faulty asset.
How do I send my old product back to Extreme Networks?
You can create a prepaid ups label (Waybill) by going to this site.
How do I obtain the replacement license/voucher for the EXOS on the new equipment?
Most EXOS software licenses are transferable in an RMA, but if you require a new license key, you can contact: RMAEscalations@Extremenetworks.com
What should I do if I receive an invoice for my RMA hardware, although I have already returned the faulty product?
If you have returned your hardware already, you can contact RMAEscalations@extremenetworks.com
They can assist you in verifying the receipt of your asset (serial number will be needed) and crediting your account properly.
Will I have to pay any customs or clearance fees once the product is shipped to me?
This is a difficult question and it depends on many factors. You should already have a UPS power of attorney (in most cases, the carrier is UPS) on file locally, that authorizes an agent to act on your behalf for brokers and customs fees. The GTAC team can help you determine this during the RMA process.
How can I escalate my RMA?
If some aspect of your RMA request becomes critical, you can escalate it the same as your would any other GTAC case as described in the GTAC User Guide.
What do I need to do for a 4 hour entitlement RMA?
If you submit an RMA online for equipment with 4 hour entitlement, please also call GTAC to help ensure that the RMA is processed in a timely manner. This will help us be aware of this RMA more quickly so we can do the needful faster.
What is swapped SN?
A swapped SN is the replacement part sent to the end customer by the partner. For assets with Partner Works+ contract, the partner must supply the SN of the replacement part sent to the customer for the GTAC Engineer / CSR to update the swapped SN in "RMA Details" under Case Asset Details while creating a case.
Entitlement will then correctly associate with the product shipped to the customer from the partner.
Return to the top of this page
NOTE: The table of contents links do not function properly in the mobile version of GTAC Knowledge and we are working on this issue as well.