Q: What is an RMA?
An RMA is a Return Material Authorization and is required to return Cisco equipment. Please select a scenario from our returns portal to acquire an RMA and begin the returns process.
Q: Who can I contact for additional support?
Q: Whom do I contact for questions regarding serial number coverage on my install base, product swapping, or contract related information?
Please refer to our Customer Service Hub for assistance: https://customerservice.cloudapps.cisco.com/
Q: How do I check the status of a Failure Analysis (FA) case?
Please contact Cisco Global FACT (Failure Analysis Collection Team) at fact_global@external.cisco.com.
Q: How can I find out if my product is under warranty?
See the Product Warranties page to learn more.
Q: How will following the returns process save me time and money?
When parts are returned within your contractual terms and conditions and the part and serial number that we expect is returned, the part return process, it can take up to 48 hours once received in our warehouse and your RMA line gets closed. If the return is delayed and/or the return is discrepant, you run the risk of being invoiced for the non-returned part, or you spend a substantial amount of time with us to resolve the discrepancy.
Q: What is the process of returning parts for a specific country?
Specific country instructions are available on Cisco’s returns portal. You can find specific return instructions by country on the Cisco returns portal: https://www.cisco.com/c/en/us/support/returns/pack-shipment.html
Q: What is an RTF RMA?
Under RTF (Return to Factory) customers must return the failed hardware to Cisco prior to Cisco shipping the replacement part. Customer is responsible for shipment and customs clearance during return of RTF RMA.
Q: Can I use the POWR tool for the return of an RTF RMA?
RTF RMAs are not supported via the POWR tool.
Q: How to return an RTF RMA?
The return should be arranged by the customer, and the faulty hardware should be sent to the return address in the RMA, which can be reviewed here (PRR link).
Q: How soon will I receive my replacement on an RTF RMA?
Replacement parts for Return and Replacement (RTF) Orders will be scheduled to ship within 10 Business Days from the date returned parts have been received.
Q: How do I return the faulty part to Cisco?
The POWR guide instructions for returns can be found here: https://www.cisco-global-returns.com/gct/qsguide-en.pdf. Please refer to the Packaging Instructions section of this document for guidance about the appropriate shipping of Cisco products.
Q: How do I access the on-line collection tool, POWR?
You can access the POWR Tool here: www.cisco.com/go/logistics, using your Cisco account (CCO ID).
Q: Whom do I contact for additional support for service and warranty RMA and RTF returns?
Please contact Cisco Asset Recovery to request approval; click on “Return of Defective Asset” and then in Drop Down, select “Return Queries.”
Q: I have returned the faulty part; however, no replacement has been sent to me yet. What should I do?
For the delivery of the replacement part, please contact Cisco Logistics Team to provide information regarding the shipment of the new Hardware.
Q: Do I have to cover the shipping costs for Service RMA returns?
All advance replacements service contracts where there are no country specific export regulations stating otherwise, qualify for returns free of charge using the on-line collection POWR Tool. If you chose to use your own carrier, the returns charges are paid by the sender.
In countries where Cisco cannot be the exporter of the defective goods, the sender needs to export and ship the defective parts back to Cisco per the return to address indicated on the RMA. All associated return costs are covered by sender. For specific information pertaining to returns from your country, please contact your chosen carrier or your local authorities. For country specific return instructions, please visit our shipping guidelines site.
Q: What is Cisco’s Return Policy for Hardware and Warranty Service Returns?
As per Cisco RMA Policy for Warranty and Hardware Support Contract Returns, in the case of Advanced Replacement Service, defective parts must be returned within ten (10) calendar days of the ship date of the replacement parts. For defective parts that have not been returned within thirty (30) calendar days after shipment of the replacement parts, Cisco reserves the right to charge liquidated damages equivalent to the full list price of the parts not returned. Recurring failure to comply with these terms may result in delayed or denied services until resolved.
Q: How long do I have to return Cisco products if I am getting a replacement part?
Customer must return defective parts in accordance with Cisco’s return materials authorization (RMA) procedure located at www.cisco.com within ten (10) calendar days of receipt of the replacement parts. If Customer has not returned the defective parts (which must conform in quantity and serial number to the RMA request) within thirty (30) calendar days of receipt of the replacement parts, Cisco may:
This policy also applies to returns facilitated by Cisco authorized resellers. The defective part must be covered under a current service contract or active warranty. If you require an extension to due date because of special circumstances, contact Cisco Asset Recovery to request approval; click on “Return of Defective Asset” and then in Drop Down, select “Return Queries” to ask for an Extension.
Q: Why do I receive auto-reminders to return defective part?
Auto-reminders are sent to acknowledgment and ship to contact on the RMA order and are sent at defined time periods after the new service part has been delivered. This is to remind you that the defective part needs to be returned.
Q: What is a discrepant return?
A discrepant return is a returned part which cannot be booked in due to the following reasons:
For all types of discrepancies where no resolution can be found in the receiving warehouse, Cisco asset recovery will contact sender to resolve the issue. If not resolved, Cisco will book the part in as an Unordered Receipt (UoR) and return line will remain open and could become liable for invoicing.
Q: What if Customer returns a different unit / serial number to Cisco?
Cisco will not accept different part, or serial number. Customers must return the actual Part / serial number that was claimed as defective in the RMA. Also, Cisco will not ship the different the part / serial back to the customer due to compliance issue.
Q: How can I remove data from my Cisco product?
Customer is responsible for the removal of sensitive data on your defective parts prior to return to Cisco. Please see Cisco's policy and instructions regarding the removal of data prior to service return.
Q: Can I retain and destroy my part due to data security concerns instead of returning it?
In general destruction of parts instead of return is not allowed. However, case by case exceptions will be considered if data security is at potential risk. Approval will only be considered based on the following:
Note: To request a Certificate of Destruction (COD) Approval form, please contact your local Asset Recovery Organization.
For further information, please consult our Policy Regarding the Removal of Data on Cisco Equipment.
Note: Cisco will not accept any RMA part return which has been physically damaged or contaminated/corroded. Customer has the option to retain the defective if their service contract has Asset Retention uplift. In the absence of any asset retention contract, Customer has to return the faulty part in good physical condition else can give a P.O. to Cisco for liquidated damages at the Full list Price of the RMA part.
For further information, please consult our Policy Regarding the Removal of Data on Cisco Equipment.
https://www.cisco.com/c/dam/en/us/products/policy_regarding_the_removal_of_data_on_cisco_equipment.pdf
Q: Why Am I receiving an invoice?
Cisco’s policy states that if defective parts are not returned within 30 days of receiving the new service part, Cisco reserves the right to charge for liquidated damages equivalent to the current full list price of the part. The bill to party will be the liable party for invoicing.
Q: Does Cisco supply packing material?
No, Cisco does not supply packing material. Customers can use any box if it complies with Cisco’s packaging guidelines.
Q: Which parts should I return and who is responsible for disassembling the defective product?
It is important to return only the components for which replacements have been provided. Items that contain internal (child) components, that required replacement, should be removed and packaged separately from the parent product. Accessories and other modular components should be transferred to the replacement device and not included with the return item. Cisco is not responsible for excess items returned in error. Once a part has been received at the depot, it cannot be returned to the customer.
The sender is responsible for disassembling configurable return units prior to return to Cisco. This is important to ensure that Cisco identifies and books in all configurable parts expected and close all return lines in a timely manner. The part listed as expected returns in your open RMA status are the individual parts we expect to be returned.
Q: How do I know if my RMA is received and closed?
Once the RMA line is received and closed, it can take up to 48 hours to process the RMA and close the return line You can track the status of your RMA in the “Product Returns and Replacements (PRR) tool”. Search for RMA, click on the “Returns Parts” tab.
Q: Who is responsible for returning the defective part?
The bill to entity is contractually liable for the return of a defective part and will be held liable for payment if part is not returned within 30 days.
Q: Why do I receive auto-reminders to return defective part?
Auto-reminders are sent to the acknowledgment contact and ship to contact on the RMA order and are sent at defined time periods after the new service part has been delivered. This is to remind you that the defective part needs to be returned.
These reminders will stop once you have returned the part.
Q: I have an RMA Number, what do I need to know before I ship my product(s) back to Cisco?
If you are returning a product for trade – in or replacement, please use the POWR tool to arrange for pick-up. By using the POWR tool, Cisco will assume responsibility for the shipment
POWR Tool: https://www.cisco-global-returns.com/rmalogin.do
If you are not returning via Cisco’s pickup returns tool (POWR) you are responsible for the cost of transportation and you must adhere to the following:
Note: Cisco is not responsible for inland transportation. Please refer to the return instructions webpage below to find the address for the return location.
Copy Code
Attn: Cisco
425 Valley Drive Brisbane, CA 94005 USA
415-657-3600
Return Instructions: https://www.cisco.com/c/en/us/buy/customer-support-information/manage-order/product-return/authorized-return-locations.html
Q: What is Cisco’s IRS Number?
Please turn over the shipment to our broker who has the IRS number.
Q: I have an RMA Number, is there anything else I need to do before shipping my return to Cisco?
(Greater China) If the customer is using their own appointed forwarder to ship the RMA items back to Cisco, the customer must first send a pre-alert (Proforma invoice copy) and required documents as written in the return instructions (link below) to the appropriate email address and must wait for approval before sending the returns to the authorized return locations. Any deviation from this process will result in customs violations and a delay in the processing of the return.
If you are shipping your return to our Hong Kong returns depot, please ensure all information on the documents are accurate as the HK import license cannot be amended once issued. If there are any discrepancies, the controlled shipment will need a retrospective license and to return to origin to comply with HK Customs Regulations. Please note that the shipper is responsible for all storage fees, freight costs, and any additional costs for the return, and tangible and intangible impact to Cisco, if any.
Return Instructions: https://www.cisco.com/c/en/us/buy/customer-support-information/manage-order/product-return/authorized-return-locations.html
Q: What is the process for returning the parts in Brazil?
Brazil has some differences due to the local regulation.
You can check the return instructions in: https://www.cisco.com/c/dam/en/us/support/docs/returns/pack-shipment/asset-recovery-letter-sam-br-english.pdf
Special documents are required to raise a Pickup request in POWR Tool for India.
Delivery Challan (document can be downloaded from the POWR tool).
Q: What is a Delivery Challan (DC)?
It is a document readily available in POWR tool. Download the delivery challan from POWR homepage under 'Documentation Access (India Only)' as the RMA details is already indicated there. However please check if all the required details on the form is indicated correct (pickup address, GSTN number and contact site details) then seal, sign on DC and upload while creating pickup case in POWR tool.
Note: pickups will be denied if the content cannot be read by carrier in the pickup case attachment, so ensure to attach scanned clear DC.
Q: What happens if you failed to upload the relevant document?
Our carrier team would reject the pickup request as they are mandatory document to organize pickup with their local vendors.
Note: Once the part is picked it would take 5 – 8 days (+ 2 days in remote location) for the shipment to reach Cisco warehouse
India AR contact information:
Please contact Asset Recovery for assistance
WEB form Link: https://cisco.com/go/rmareturn
Toll-free # for immediate assistance:
INDIA: 000-800-100-1364 (>Option4>option2)
Q: Can the Cisco Field Engineer (FE) collect the part from the Customer site in India?
CISCO Field Engineer (FE) cannot collect the defective part from Customer site in INDIA.