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January 2012

Warranty Return Options for Customers Cisco Small Business Products. January 2012. Overview. IM. Cisco provides different warranty return or return materials authorization (RMA) options for customers across the Small Business product family

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January 2012

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  1. Warranty Return Options for Customers Cisco Small Business Products January 2012

  2. Overview IM Cisco provides different warranty return or return materials authorization (RMA) options for customers across the Small Business product family • This presentation addresses only Small Business Products with Return to Factory hardware replacement warranties Country or regional differences may impact which option is most cost effective or convenient Partners and Distributors should continue to follow their existing processes Goals: • Provide consistent understanding of RMA processes • Offer RMA options and usage guidance

  3. Customer Warranty RMA Options Cisco Small Business Series Products

  4. Return to Point of Sale (POS) Available Worldwide IM 1 Customer returns defective product to Point of Sale for over-the-counter replacement or credit 2 POS Reseller validates warranty and provides replacement or credit to customer 3 POS Reseller ships defective product to distributor 4 Distributor consolidates stock and ships defective product to Cisco. Distributor pays freight; Cisco pays applicable taxes and duties. 5 Cisco issues distributor credit for defective product

  5. Return Directly to Cisco: Selected CountriesAvailable in: Australia, Canada, China, EEA Member Countries, India, Japan, Korea, Mexico, New Zealand, Russia, Singapore, Switzerland & the United States IM 1 Customer calls the Cisco Small Business Support Center (SBSC) 2 Cisco SBSC sends RMA acknowledgement and instructions to customer 5 Cisco ships replacement product to customer and pays freight. Customer pays applicable taxes and duties. 3 Customer sends defective product to Cisco’s regional or local depot and pays freight. Cisco pays applicable taxes and duties 4 Cisco receives defective product from customer

  6. Return Directly to Cisco: Other CountriesAvailable in all other countries worldwide IM 1 Customer calls the Cisco Small Business Support Center (SBSC) 2 Cisco SBSC sends RMA acknowledgement and instructions to customer 5 Cisco ships replacement product to customer and pays freight. Customer pays applicable taxes and duties. 3 Customer sends defective product to Cisco’sUSdepotand pays freight. Cisco pays applicable taxes and duties 4 Cisco receives defective product from customer

  7. Further Information • For faster replacement consider the Small Business Support Service • Small Business Support Community: • https://www.myciscocommunity.com/community/smallbizsupport • Small Business Support Center Contact Information: http://www.cisco.com/en/US/support/tsd_cisco_small_business_support_center_contacts.html

  8. RMA Terms Defined IM Return Merchandise Authorization (RMA) • Processes provided by Cisco to validate and arrange for return of defective product to Cisco and provide replacement product, refund, or credit. Point of Sale (POS) Replacement • Location of partner where customer acquired product. Partner acts on behalf of customer to return defective product to the distributor who provides a replacement product. Also may be called Point of Purchase Return to Factory (RTF) Replacement • Upon return of defective products from the customer, Cisco will ship a replacement product to the customer. Customer is responsible for shipping for the defective product. Cisco will pay shipping for the replacement product.

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