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Frequently Asked Questions

General Returns
    EMEA
    APJC
    LATAM/Canada

Service and Warranty Returns


General Returns

 

Q: What is an RMA?

A: 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?

A:

  • For assistance with a product that did not start up on its initial power-up, please contact Technical Assistance Center.
  • For assistance with your recycling products or Send IT Back return, call US +1 844 9RETURN (844 973 8876).
  • For all other issues, please search for RMA Support in our Customer Service Hub.

 

Q: How long do I have to return Cisco products if I am getting a replacement part?

A: Defective parts must be returned within 30 calendar days of the ship date of the replacement parts. For defective parts which have not been returned within 30 calendar days after shipment, an invoice for the new replacement product will be issued to the bill to customer.

You must have a current service contract to return a defective part for replacement. The type of maintenance contract purchased determines when your replacement part is received. See the list of service contract types.

If you require an extension to due date because of special circumstances, contact Cisco Asset Recovery to request approval.

 

Q: How can I remove data from my Cisco product?

A: You are 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: Does Cisco supply packing material?

A: No, Cisco does not supply packing material. Customers can use any box as long as it complies with Cisco’s packaging guidelines.

 

Q: How do I know if my RMA is received and closed?

A: Once the RMA line is received and closed, it can take up to 48 hours for the credit memo to generate. You can track the status of your RMA in the “Track RMA” section from Cisco’s Returns Portal.

 

Q: How can I find out if my product is under warranty?

A: See the Product Warranties page to learn more.

 

Q: How will following the returns process save me time and money?

A: Following the returns policy and processes means you will have little interaction with Cisco Asset Recovery. When parts are returned within your contractual terms and conditions and the part and serial number that we expect is returned, the part will get booked in within 24 hours of receipt 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 not receiving the authorized credit for the RMA being invoiced for the non-returned part, or you spend a substantial amount of time with us to resolve the discrepancy.

 

EMEA

 

Q: Which Inco terms should I use when I am arranging my own transportation?

A: DAP should be used to ensure shipment arrives in good time to allow receiving and crediting process (if applicable).

 

Q: Which Customs Broker should I advise my carrier to use for import into Netherlands

A: Expeditors is the Cisco Approved Broker, they can be reached here AMS-Brokerage@expeditors.com

 

APJC

 

Q: I have an RMA Number, is there anything else I need to do before shipping my return to Cisco?

A: 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 in order 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

 

LATAM/Canada

 

Q: I have an RMA Number, what do I need to know before I ship my product(s) back to Cisco?

A: 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 carriage.

POWR Tool: https://www.cisco-global-returns.com/rmalogin.do

If you are returning a product for any other reason, you are responsible for the cost of transportation and you must adhere to the following:

  1. Customers/Partners/Distis must use the following Incoterm: DAP Roseville Incoterms 2020
  2. Customers/Partners/Distis will need to pay for the transportation for entire route to Cisco’s AMER authorized return location.
  3. a. Cisco is not responsible for inland transportation

    b. Please refer to the return instructions webpage below to find the address for the return location.

  4. Cisco Systems Inc. must be listed as the importer of record and thus will pay the related duties charges.
  5. Customers/Partners/Distis should indicate that the notify party on the Bill of Lading is Expeditors International of Washington Inc. and include the following
    information:
                  Attn: Cisco
                  425 Valley Drive Brisbane, CA 94005 USA
                  415-657-3600
  6. Customers/Partners/Distis’s freight forwarder is expected to notify party by emailing cisco-chb@expeditors.com and customs-uscanclearancedocs@cisco.com and provide the following:

    a. Commercial invoice – Template can be found at the return instructions webpage below.

    i. Please be sure to include the RMA number for your return along with the Part Number (PID) and Serial Number for each item in your return

    b. Packing slip

    i. If not listed on the commercial invoice, please indicate how the shipment is packed, including the weight, number of cartons, and which Part Numbers (PID) are in each carton

    c. Airwaybill

    d. The arrival notice from the forwarder when arrived into the US

 

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?

A: Please turn over the shipment to our broker who has the IRS number.

 

 

Service and Warranty Returns

 

Q: What is an RMA?

A: 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: How do I access the on-line collection tool, POWR?

A: You can access the POWR Tool here: www.cisco.com/go/logistics

 

Q: Whom do I contact for additional support for service and warranty RMA returns?

A: Please contact Asset Recovery for assistance.

 

Q: Does Cisco supply packing material?

A: No, Cisco does not supply packing material. Customers can use any box as long as it complies with Cisco’s packaging guidelines.

 

Q: How do I know if my RMA is received and closed?

A: Once the RMA line is received and closed, it can take up to 48 hours for the credit memo to generate. You can track the status of your RMA in the “Track RMA” section from Cisco’s Returns Portal.

 

Q: How will following the returns process save me time and money?

A: Following the returns policy and processes means you will have little interaction with Cisco Asset Recovery. When parts are returned within your contractual terms and conditions and the part and serial number that we expect is returned, the part will get booked in within 24 hours of receipt 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: Why do I receive auto-reminders to return defective part?

A: 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: Who is responsible for returning the defective part?

A: 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. This also applies to SNTC (Smartnet Total Care.) However, end user or any 3rd party utilized by the bill to entity can physically return defective parts using POWR tool.

 

Q: Do I have to cover the shipping costs for Service RMA returns?

A: All advance replacements service contracts where there is 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 packaging requirements site.

 

Q: What is an RTF RMA?

A: Under RTF (Return to Factory) customers must return the failed hardware to Cisco prior to Cisco shipping the replacement part..

 

Q: How to return an RTF RMA?

A: 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.

 

Q: Can I use the POWR tool for the return of an RTF RMA?

A: RTF RMAs are not supported via the POWR tool.

 

Q: I have returned the faulty part, however no replacement has been sent to me yet. What should I do?

A: For the delivery of the replacement part, please contact Cisco Logistics Team to provide information regarding the shipment of the new Hardware.

 

Q: Whom do I contact for additional support for the return of the RTF RMA?

A: Please contact Asset Recovery for assistance.

 

Q: Which parts should I return and who is responsible for disassembling the defective product?

A: 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.

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: What is a discrepant return?

A: A discrepant return is a returned part which cannot be booked in due to the following reasons:

Serial number received is not the serial number we expected on the RMA number given

Part ID returned is not the part ID we expected on the RMA number given

There is no RMA number to book in the received part

There is a higher number of parts returned than what expected on the RMA number given

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 a UoR and return line will remain open and could become liable for invoicing. See UoR description below

 

Q: Can I retain and destroy my part due to data security concerns instead of returning it.

A: 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:

1. The defective parts cannot be returned due to data security or the defective parts are covered under a UCS Drive Retention contract
2. The customer receives prior approval from Cisco using the authorized Asset Destruction Approval Request form

** To request an Asset Destruction Approval form, please contact your local Asset Recovery Organization **
3. The customer agrees to make payment to Cisco for the list price of the part(s) to be destroyed minus the standard product discount If the customer destroys parts without prior approval, Cisco reserves the right to charge for liquidated damages equivalent to the current full list price of the parts.

For further information, please consult our Policy Regarding the Removal of Data on Cisco Equipment.

 

Q: When will I be invoiced?

A: 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: Can I receive a regular report for my outstanding returns?

A: An outstanding asset report is a premium service Cisco Asset Recovery is providing to give you a holistic overview of all your outstanding defective service assets at that given time to assist in optimizing the management of asset returns. The report is also used in support of meeting activities we have with you and to discuss overdue or discrepant RMAs and to drive these to a close to avoid invoicing for outstanding parts over 30 days old.

If you would like an outstanding open RMA report, please reach out to Asset Recovery.

 

Q: Whom do I contact for questions regarding to serial number coverage on my install base?

A: Please refer to our Customer Service Hub for assistance.

 

Q: How do I check the status for Failure Analysis (FA) Cases:

A: Please contact our Technical Assistance Center.

 

Q: How do I reach out to the Failure Analysis Collection Team?

A: Please contact Cisco Global FACT (Failure Analysis Collection Team) at fact_global@external.cisco.com or call using the numbers below.
Japan | (012) 003 6131
US/Canada | +1 844 952 0239
EMEAR | +31 20 703 8615
APJC | +65 62 166 227