This FAQ is only for Field Notices that have a Hardware Replacement Program associated with them.
Q. Why do I need a serial number?
A. To be covered under Product Warranty or an Active Service Contract, some Field Notices may require affected serial numbers. To check a serial number status, see CCW-Renewals.
Q. What happens after I submit a request?
A. After submitting a request, you will be taken to your SCM My Cases page. Click the case number and you should be able to see the Return Materials Authorization (RMA) number. If you cannot find the RMA number in Product Returns and Replacement (PRR), then approval is required.
Q. Will I receive any kind of confirmation?
A. Yes. After you submit your request, you will see a pop-up window that confirms everything that you entered. Be sure to read this for important information about your order. You will not receive an immediate, auto-generated email.
Q. Will I ever receive an email?
A. Yes. As part of our standard process, you will receive one of two possible emails from a Cisco Logistics Support Center (LSC) agent after the order is booked (usually within 3-5 days, delays are due to the possibility that approvals are necessary):
This email and all communications will also be posted to the service request (SR).
Note: If your order requires a return, the LSC agent will also provide the RMA number in the confirmation email, regardless of whether your confirmation shows an RMA number or an SO number. If you were given an RMA number, that is the only number you need. If you were given an SO number, look at the bottom of the email for return information and an RMA number. To process your return, see the Cisco Returns Portal.
Q. What if the Field Notice says to order a replacement and then, at a later date, request a return?
A. The Field Notice will have a separate section with instructions on how to request a return.
Q. Why is my Contractual Service Level not being met?
A. The Replacement Program is for proactive replacements, so we cannot adhere to Service Contract SLAs.
For more information or questions not covered here, contact the UMPIRE team at umpire-info@cisco.com and reference an SR# or a serial number in your email for ease of look up.
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