What is 3 Legged RMA and how does it work?

Summary

This procedure is to be followed when a reseller or distributor is providing RMA replacement services such as 4-hour on-site, same-day replacement, etc to the end customers.

Question

What is 3 Legged RMA and how does it work?

Customer Environment

VAR/Distributor replacing unit from their stock and then contacting Ruckus to fill their stock

Workaround

Contact Ruckus Customer Support in case of any further queries

Resolution

3 Legged RMA is created to lessen the number of unit swaps a customer must perform and the time they must wait for turnaround to manage the network in the event of failure. This type of RMA is created when a reseller or distributor is providing RMA replacement services to the end customer. That is:

  1. Unit fails at the End user

  2. Customer contacts VAR or Distributor for replacement

  3. VAR or Distributor ships replacement to customer

  4. VAR or Distributor contacts Ruckus support for RMA on the original/defective serial number with the below information:

    a. End user defective SN

    b. Description of the symptom

    c. VAR’s replacement SN (Which is sent as replacement to EU)

    d. Shipping address to send the replacement unit 

  5. Ruckus support to create 3 Legged RMA to transfer the licenses and support from the actual defective unit to the replacement unit provided by the VAR or Distributor

  6. Replacement unit is returned to spares inventory for the VAR or Distributor and will go out only with the default AP licenses

  7. This will only work in Like for Like swaps

Article Number:
000001626

Updated:
June 27, 2019 07:56 AM (7 months ago)

Tags:
Installation, Known Issues and Workarounds, Website Services, Ruckus ICX Switches, ZoneDirector, SmartCell Gateway

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