CP-7841 Defective Handsets

[Osvaldo Garcia CLAROPR]

Hi  Teams

3rd Qtr 2023 we deploy for the PR Department of Education a call manager with 10,000+ phone units installed at 900+ schools...the devices have been in use for less than a year and were are already seeing a high volume of RMA open due to bad factory handsets, rate is between 25 to 44 bad handset per month, not sure the MTTR of the unit but this is of great concern, the logistic involved to submit and track all this RMA's is an issue...anyone having a similar issue? ... Bad Lots etc etc? 

[John Steele]

You should definitely discuss this with your partner and Cisco account team.  I had a relatable issue about 4/5 years ago deploying 10000+ phones and we had approximately 1000 or so that had a bad chip preventing a feature working; it turned out that all the phones having the issue were made in a particular factory and part of the same lot...was able to track down by MAC address and serial number.