Please be advised of the following new policy and process for return of all Nortel heritage products for credit or replacement. If the end customer has purchased through the channel then all claims must made through the channel.
DOA (Dead on Arrival)
All DOA entitlements are based on 60 days from shipment from Westcon Group.
Claim Process
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If TRMA request is within the DOA entitlement period, Avaya will contact the person named on the TRMA to confirm DOA and appoint a case number. (Please make sure the contact on the TRMA is the person who installed the product as they will want to trouble shoot the issue). Once a case number is assigned and DOA confirmed a new replacement unit will be sent out from Westcon Group within 24 hours. If no stock is available a replacement will be ordered and delivery expedited.
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If your request is more than 60 days from date of shipment please adhere to the process outlined in the warranty section.
Warranty
All Warranty entitlements are calculated on the date of shipment from Westcon Group. All Nortel heritage products are covered by a warranty specific to the product which can be found at http://www.nortel.com/support/programs/warranty/collateral/final_warranty_periods_v2_djc.pdf
Claim Process
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If your RMA Warranty request is approved, you will be issued an RMA approved number and instructions on how to process your RMA.
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Once your Warranty is approved and the unit is received at Westcon Group, we will process the RMA with Avaya. Once a refurbished or remanufactured unit is received by Westcon Group from Avaya, it will be despatched to the address on the RMA request. This process can take 6 weeks.
If you have any further enquiries regarding a new or existing DOA or Warranty claim, please contact the Avaya Product Manager; rochelle.osullivan@westcongroup.com.au
Or check out the process document below: