topic Re: global hardware support in Cloud Networking Platform

global hardware support

ciscograham — Thu, 10 Apr 2025 13:39:01 GMT

We have a customer who purchased wifi kit in the UK. They transferred the kit to their office in the USA. They'd like to be able to log a support call in the UK but have Cisco ship the replacement hardware to the USA location. Is this possible? Is there an additional support service we need to buy to allow that?

Thanks

Re: global hardware support

ConnorL1 — Thu, 10 Apr 2025 13:44:44 GMT

Howdy @ciscograham as per my response here: https://community.meraki.com/t5/Dashboard-Administration/RMA/m-p/258942

Cisco policy is that RMAs will only be shipped to the same country where it was originally destined, in this case, Italy. This is due to tax & customs issues. Furthermore, with the UK being a Cisco SORT location compared to mainland Europe (where RMAs ship from the Meraki disti), it adds another layer of complexity.

In your case, we can only ship a replacement (should it be needed) to the UK.

Re: global hardware support

mloraditch — Thu, 10 Apr 2025 13:44:56 GMT

I can't say what they will do as this a pretty niche request and not something I've experienced. Allowing such a thing could cause issues with how they stock and maintain spares in each region.

However adding Meraki Now coverage https://meraki.cisco.com/product-collateral/meraki-now-at-a-glance/?file and ordering it with the current service address of the gear would be a possible solution.

Might be something to discuss with your account manager. We'll see if anyone else has any experience to impart!

Re: global hardware support

ciscograham — Thu, 10 Apr 2025 13:59:24 GMT

thanks

Re: global hardware support

ciscograham — Thu, 10 Apr 2025 14:01:33 GMT

Thanks.

Ive checked out that data sheet. So i'll try putting that through ccw and enter the USA service to location. Unfortunately the product SKU's are not listed on the data sheet. Ive tried Googling them, no luck. would you happen to know the product SKU for Meraki Now for an MR36?

Re: global hardware support

mloraditch — Thu, 10 Apr 2025 14:33:21 GMT

I don't, but if you have access to CCW-R you should be able to just load the serial and then pick the appropriate service level.

Re: global hardware support

ciscograham — Thu, 10 Apr 2025 15:01:41 GMT

ok thanks again!

Re: global hardware support

Philip D'Ath — Thu, 10 Apr 2025 21:24:05 GMT

I bet 99 times out of 100 they'll ship them to any address you specify.