Huawei Enterprise Customer Hardware Warranty Service Q&A

Here provides answers to the frequently asked questions about Huawei hardware product warranties and Return Material Authorization (RMA).

 

What types of RMA service are available for hardware product warranties?

How can I submit an RMA service request?

What information should I provide when I submit an RMA service request?

What is the Huawei RMA service process?

When will I receive the replacement part after Huawei determines that there has been a hardware failure?

How can I track the status of my RMA?

Will the replacement part be new?

When should I return the faulty part to Huawei?

How can I know whether Huawei has received the faulty part?

Q: What types of RMA service are available for hardware product warranties?

A: Huawei hardware product warranty currently has two types of RMA service: Advance Replacement and Return for Repair.

Q: How can I submit an RMA service request?

A: Please contact a Huawei TAC Customer Care Representative (CCR) to submit an RMA service request.

Specific Regional TAC phone numbers and email addresses can be found here.

Q: What information should I provide when I submit an RMA service request?

A: When submitting an RMA service request, please provide the following information:

l Your name, company, telephone and fax numbers, and email address

l Purchase order, service contract (if applicable), serial number or model number (if applicable), site address, and software version of the faulty product (if applicable)

l Detailed failure symptoms

Q: What is the Huawei RMA service process?

A: Huawei RMA service instructions can be found here.

Q: When will I receive the replacement part after Huawei determines that there has been a hardware failure?

A: After the Huawei TAC Customer Support Engineer (CSE) determines there has been a hardware failure, the Huawei TAC CCR will create an RMA and authorize the Service Level Agreement (SLA) of the RMA. Huawei will deliver the replacement part authorized by the SLA.

Q: How can I track the status of my RMA?

A: Please contact the Huawei TAC CCR to inquire about your RMA service request status.

Specific Regional TAC phone numbers and email addresses can be found here.

Q: Will the replacement part be new?

A: The replacement part may be new or an equivalent part with the same functions. If the product is no longer in production and is out of stock, Huawei will provide another type of equipment or board with performance equal to or better than the original.

Q: When should I return the faulty part to Huawei?

A: For Return for Repair service, please return the authorized parts to Huawei as soon as possible. Service turnaround time starts from the date that the faulty part is received at the Huawei warehouse. Return the authorized parts to Huawei within thirty (30) days, since RMA numbers are valid only for thirty (30) days. RMA numbers older than thirty (30) days need to be revalidated by calling the Huawei TAC CCR before the part is returned.

For Advance Replacement service, please return the faulty parts within fifteen (15) business days after you receive the replacement parts. Failure to return the parts might result in Huawei invoicing your company for the part at the then-current list price, or taking another appropriate action.

Q: How can I know whether Huawei has received the faulty part?

A: A Receipt Notification email will be sent to you by the Huawei receiving department that the returned part has been received. Or you may contact Huawei TAC to check the status of the RMA service request.