Fortinet - Faulty Returns Guide
Return Material Authorization Support and Policy
The return and replacement of defective hardware follows the Return Material Authorization (RMA) process. Three types of support for RMA are offered: Dead On Arrival, Advanced Replacement and Return & Replace.
Once Fortinet TAC have processed and accepted your request, the regional Fortinet RMA coordinator will provide you with an RMA ticket number and customers will be asked to complete a returning label with shipping address information.
To help expedite the RMA acceptance process, we strongly recommend you to visit the online troubleshooting site (https://support.fortinet.com) and provide Fortinet with diagnostic results.
Please note that an RMA will be refused if:
· The defective unit is received with a broken warranty seal
· The defective unit was not packed properly (see Shipping instructions)
· The defective unit is received while the RMA is not yet approved
· The defective unit has an abnormal physical damage
Dead on Arrival
A unit is classified as DOA (Dead on Arrival) if a defect is reported within the first 30 days of Product Warranty which commences on the product registration date but not later than 120 days from shipment. Fortinet TAC handles all DOA requests as advanced replacement within the next business day from Taiwan. This will be via Ingram Micro.
Fortinet will bear the cost of shipment for both the return of the defective unit and the supply of the replacement unit.
Advance Replacement
Advance Replacement is available for registered hardware covered by a 24 x 7 support contract that allows the customer to request that a replacement unit ship prior to the return of the failed unit.
This service requires an evaluation of the failed system by a Fortinet Customer Services Engineer (TAC) who issues an RMA ticket number. Ingram Micro ships Advance Replacements at Ingram Micro's expense by the next business day following the issue of the RMA authorization.
The customer must return the failed unit to Ingram Micro, within 30 days of reception of the replacement unit. It the defective unit is not received within 30 days, Ingram Micro reserves the right to bill a non-return fee equal to 60% of the current list price of the replacement drive. Ingram Micro also reserves the right to refuse returns after non-return billing has occurred.
A replacement unit may be a new or reconditioned unit of equivalent or better value.
Return & Replace
Return and Replace Replacement is available for registered hardware covered by a 8 x 5 support contract or still under warranty.
Replacement of hardware under Fortinet's standard warranty requires an evaluation of the failed system by a Fortinet Cystiner Services Engineer (TAC) who issues an RMA ticket number.
The customers must ship the defective unit to Ingram Micro. They must indicate return label, clearly on the box along with the shipping documents, failure to do so may result in delays or rejection. Fortinet will ship a replacement unit at their expense within 3 business days from Taiwan to Ingram Micro and are subject to transit & customs delays should this be applicable after receipt of the failed unit.
A replacement unit may be a new or recodnitioned unit of equivalent or better value.
Expected Delivery Times
Fortinet will ship a replacement unit at their expense within 3-5 business days from Taiwan. Our service standard for shipping within New Zealand utilises overnight shipping services, please add 1-3 days for rural addresses.
Support Ticket
Fortinet Partners are to log an Online Support Ticket on the extranet partner login https://partners.fortinet.com/Login.aspx?ReturnUrl=%2fDefault.aspx
Support Phone number 0800-453-125
Shipment of products with return label
Customers must only return items to Ingram Micro once they have received a RMA ticket number from a Fortinet Technical Support Engineer (TAC).
Products must be clearly label with the following and shipped to:
Ingram Mirco
Att: Steven Brothers (fortinet RMA)
25 Falcon Road
Manukau
Auckland 2102
Fortinet RMA Ticket: xxxxxxx
Serial Number: xxxxxxx
Reseller:
Products not labelled correctly will be rejected.