Avaya EA20R - Manual (Page 9)

Avaya Inc.
Installation and Operation
Model EA20R
Page 9
Avaya Product Return
Avaya products have been quality tested and are in full working order when shipped from the factory,
given the rugged nature of these products shipping is not expected to damage a unit. In the unlikely
event of a malfunction, Avaya follows the three step procedure below.
Step I - On-Site Correction
• The most common source of difficulties with a new product is improper installation in one of two
ways: incorrect wiring connections or connection to an incorrect power source.
• Product wiring needs to be properly connected to the on-site wiring. Correct wiring instructions are
shown in the user manual included with the product.
• Connecting this device to a standard power source, rather than tip & ring, will destroy the circuitry
and void the warranty.
Step II - Return Materials Authorization (RMA)
• When a product has been installed following user manual instructions, and the unit fails to
operate, the user must contact Avaya to obtain authorization to return the product. This can be
done by done by completing a RMA form online at www.Avaya.com, or by calling the service
telephone number given in this manual.
• After providing information on the product, the owner and the nature of the problem, Avaya will
issue a RMA number, to be shown on documentation returned with the product.
• In addition to the RMA number, shipping documents should include name, address and telephone
number of the owner along with contact information for the person responsible for the repair
and/or the user who identified the malfunction.
• (Where a product is being returned for repair from outside of USA, customs documentation must
show the product’s serial number, date of export [date of purchase], and a notation that the
equipment is: “USA goods returning.”)
Step III - Factory Authorized Service
• Once received, each product is carefully inspected and tested. If the product is under warranty,
repairs are completed and the product returned to the owner, generally within five working days of
receipt by the factory.
• A product that has been subjected to misuse, neglect or accident or is beyond the warranty period
will be evaluated. The service department will provide the owner’s representative with a repair cost
estimate. Once approved, repairs are completed and the product returned, generally within five
working days.