Asset Recovery EMEAR Guide

achernev · ‎06-17-2021

1. Asset Recovery EMEAR - Scope
2. Cisco Returns Portal – Quick Overview
3. Update your RMA – Options and Walkthrough
4. POWR Tool and How to Return - Quick guide and Scenarios
5. Returned but not closed - Frequent Scenarios
6. I cannot return my faulty part. What should I do?
7. Frequently Asked Questions And where to find them
8. Non-Asset Recovery queries - Whom to contact
9. USEFUL RESOURCES

Topics

1. Asset Recovery EMEAR - Scope

· Supporting faulty Service RMA returns

· Providing and creating Outstanding Open RMA reports to partners

· Handling invoice creation for non-returns

· Initiating Certificates of Destruction for parts containing security data

· Facilitating oversized/overweight return shipments and special pickup requests

· Supporting RMA return date extension requests

· Investigating Service RMA return issues

2. Cisco Returns Portal – Quick Overview

Step 1: Request Return. Select the option that best fits your current situation to obtain an RMA (Product Under Service Contract, Recently Purchased Product, Product Dead On Arrival, Trade-in Product/Migration, Recycling Solutions, Demo Loan Services, Try and Buy)
Step 2: Arrange Pick-Up. Go to the General Shipping Guidelines and locate the return instructions based on your RMA type and country. To print your shipping label and to schedule a date for a carrier to come pick-up the equipment, please select from the options below. You may also work with your own carrier to a schedule a pick-up. Please note that RMA with Credit and Try and Buy return types must be returned at the customer's expense.
Arrange Pick-Up
Print Shipping Label
Step 3: Pack Shipment. Packaging guidelines can be found here. Please include the following with each box you return:
- A shipping label with both the origin and shipping addresses
- RMA number
- Country of origin
Step 4: Track Status. Track the status of an RMA that is open, closed, or cancelled here. Track the shipment status of your Cisco parts here.

3. Update your RMA – Options and Walkthrough

Direct Web Access

· Asset Recovery use the Direct Web Access feature in many of the automated email reminders sent to customers. The recipient of the automated email is requested to click a link which enables them to send a controlled response.

· The automated email reminders which are sent to the recipient are options to directly communicate an update to the Asset Recovery Team on the status of the RMA via the RMA itself.

· The automated email reminders are sent from the 5^th day of the RMA creation in 5-day intervals until the RMA is returned.

· The automated email reminders are sent to remind the recipient that there is an outstanding RMA to be returned to Cisco.

· The automated email reminders also provide instructions on how to return the part(s) under the expected RMA and link to the POWR Tool where the customer can request a collection for the part(s).

The Automated Email (Overview)

Providing an update on RMA status

Providing an update on RMA status:

Once you click the link you will receive the below options to update the RMA:

What the DWA options mean

· I need a return label or to schedule a pickup
This option will send you to the POWR tool where you can schedule a collection.

· We have returned parts already
With this option you can update Asset Recovery on what Date, which Carrier and what is the Tracking number if you have already sent the part.

· Parts will be returned in next 7 days
This option updates Asset Recovery that the part(s) will be returned within a week’s time.

· We require a due date extension.
With this option you can request a return-date extension, provide the reason why and date when you can return the part(s).

· Field Engineer took the parts.
If a Field Engineer took the part(s) to return, you can provide an update on which date that happened, and the Field Engineer’s details.

· You should contact another person in our company
With this option you can provide an alternative contact for the return of the part(s).

· I need Cisco to contact me regarding this RMA
You can leave your comments and contact details for other queries.

Additional Options

Below the 7^th option to update the Asset Recovery Team, you can also see an overview on what the POWR tool is and the return address for the RMA:

You can also raise a case with Asset Recovery by clicking on the website provided on the bottom of the email:

Raising a case with Asset Recovery

If you need to contact the Asset Recovery Team and explain in detail your query, you can click on https://cisco.com/go/rmareturn on the bottom of the automated email reminder. You will be directed to the Asset Recovery Web Contact Form.

Please note you should select the country where your RMA was shipped to in the Country field, so the case is raised with the appropriate team.

4. POWR Tool and How to Return - Quick guide and Scenarios

4.1 Booking a collection in POWR Tool - Step By Step Guide

Log into the Cisco POWR Tool - http://www.cisco.com/go/logistics
Login using RMA number and email
Select your Type of Request – Require Pickup
Fill in Pickup Location and Special Instructions (e.g.: Outbound Ticket Number)
Fill in the Requestor and Pickup contact information
Select RMA and ensure Line Items being returned are ticked
Select the packaging Configuration
Ensure weight and dimensions match RMA (Select Special Equipment if needed)
Select Carrier and Date and Time you would like RMA collected
Email notifications section, optional
Select the Acknowledgment Box and submit
Success screen, click Finish (Page where you include email/s to be sent a copy of the label)
Label's page (Include the email/s where a copy of the labels will be sent to)

4.2 Denied pickup - Frequent Scenarios

Incorrect postal code / city
Special characters such as á, é,ö
Pickup location not being supported
Too many characters in the Special instructions field

4.3 Missed pickup - Frequent Scenarios

Label missing
Part not prepared for collection
Incorrect address provided
Pickup site is closed
Courier could not collect the shipment on time
Site access not provided
Contact unreachable

4.4. How to Print a Label - Step by step Guide

Log into the Cisco POWR Tool using RMA number and email
Select your Type of Request – Search Shipments and enter RMA or Shipment ID
Click on the line with the pickup request and an additional menu will show up on the right
Choose option Print Labels

4.5 Commercial Invoice Needed - Frequent Scenarios

Required for shipments from countries outside of EU to the main warehouse in Hungary
Needed for Customs clearance

4.6 Packaging instructions

4.6.1 General

Part(s) should be properly packaged to prevent damage in transit
Return the part(s) wrapped individually using the original Cisco box
The box should be securely sealed using durable packaging tape
Return only the required components for return, internal parts must be disassembled

4.6.2 Large Items

The item must be boxed, or bubble wrapped, covered, and securely strapped to a pallet
Product may not overhang the pallet more than 2cm and pallets must not be stacked

4.6.3 Required Documentation

Labels should be printed out and applied to the outside of each package.
Commercial Invoice (if required) should be printed out and provided to the carrier upon collection

4.6.4 Retention

Keep all copies of the shipping documentation used to return items for at least 1 year

5. Returned but not closed - Frequent Scenarios

5.1. What is a discrepant return?

A discrepant return is a returned part which cannot be booked due to the following reasons:

Serial number received is not the serial number we expected on the RMA number given
Part ID returned is not the part ID we expected on the RMA number given
There is no RMA number to book in the received part
There is a higher number of parts returned than what was expected on the RMA number given

For all types of discrepancies where no resolution can be found in the receiving warehouse, Cisco Asset Recovery will contact sender to resolve the issue. If not resolved, Cisco will book the part in as a UoR and return line will remain open and could become liable for invoicing.

5.2. Which parts should I return and who is responsible for disassembling the defective product?

It is important to return only the components for which replacements have been provided. Items that contain internal (child) components, that required replacement, should be removed and packaged separately from the parent product. Accessories and other modular components should be transferred to the replacement device and not included with the return item. Cisco is not responsible for excess items returned in error.

The sender is responsible for disassembling configurable return units prior to return to Cisco. This is important to ensure that Cisco identifies and books in all configurable parts expected and close all return lines in a timely manner. The part listed as expected returns in your open RMA status are the individual parts we expect to be returned.

NOTE: By “already returned” we consider shipments that have already been picked up and successfully delivered to our depot. It can also be identified via POWR Tool by viewing the status: Shipment Delivered

5.3. The shipment was successfully delivered today but the RMA is still open. Why?

A) RMAs are scanned in our warehouse upon delivery to match the outstanding RMA. Normally the process takes approximately between 2 to 5 working days from the delivery date.
B) Customer has requested a pickup for a specific RMA X, however the device returned under this RMA X matches with a different RMA Y for the same customer.

It is essential that customers always review the Serial Number they are returning and match it to the right RMA number when a pickup is raised in POWR tool. This way we avoid chasing our customers for a serial number they have already returned.

C) Internal part returned - This is related to RMAs where we expect chassis and minor parts (power supplies, hard drives, etc.)

As those parts are being boxed separately when shipped to the customer, they are expected to be returned the same way.

In case of a part being sent inside the chassis, customers should notify us in order to avoid any discrepancy like being still chased for the internal part.

D) Wrong or Additional part returned - In this scenario a totally different part is returned instead of the expected one.

It is essential that the client is aware it is their responsibility to return the correct parts as to avoid such discrepancies. It is critical for the customer to review the serial number using the Product & Replacement Tool and match it with the correct RMA number where it is due for return.

In cases where such additional/wrong parts are returned, it is the customers’ responsibility to reach out to their Sales point of contact and order a new part.

Any device which has been returned extra is also considered customer’s responsibility. Customers should always verify what is being packaged prior to return.

6. I cannot return my faulty part. What should I do?

6.1. Who is responsible for returning the defective part?

The bill to entity is contractually liable for the return of a defective part and will be held liable for payment if the part is not returned within 30 days. This also applies to SNTC (Smartnet Total Care). However, end user or any 3rd party utilized by the bill to entity can physically return defective parts using the POWR tool.

6.2. When will I be invoiced?

Cisco’s policy states that if defective parts are not returned within 30 days of receiving the new service part, Cisco reserves the right to charge for liquidated damages equivalent to the current full list price of the part. The bill to party will be the liable party for invoicing.

6.3. Can I retain and destroy my part due to data security concerns instead of returning it?

In general destruction of parts instead of return is not allowed. However, case by case exceptions will be considered if data security is at potential risk. Approval will only be considered based on the following:

1.The defective parts cannot be returned due to data security or the defective parts are covered under a UCS Drive Retention contract

2.The customer receives prior approval from Cisco using the authorized Asset Destruction Approval Request form

3.The customer agrees to make payment to Cisco for the list price of the part(s) to be destroyed minus the standard product discount. If the customer destroys parts without prior approval, Cisco reserves the right to charge for liquidated damages equivalent to the current full list price of the parts.

For further information, please consult our Policy Regarding the Removal of Data on Cisco Equipment.

6.4. I cannot locate my faulty part - Step by step Guide

After a thorough investigation was completed by the Customer to locate the faulty equipment and their search turns negative, then they can reach to their Asset Recovery Relationship Manager (ARRM) or via the Asset Recovery Web Contact Form.
The Customer should provide Asset Recovery with a valid CCO ID* associated with the bill-to entity of the relevant RMA. *CCO ID is Cisco Connection Online Identification - the name of the login identifier used to access all Cisco on-line services.
Asset Recovery will then create a quote for the liquidated value to be invoiced via CCW. The details will be provided to the customer.
As next step, the Customer should provide a Purchase Order (PO), thus confirming payment for the non-returned assets.
Once the PO has been submitted and payment booked, Asset Recovery will close the outstanding RMA.

Note: Invoicing is a last resort action and is not preferred. Returned parts provide a much greater benefit to Cisco’s Service Supply Chain.

7. Frequently Asked Questions And where to find them

7.1 Main FAQ Topics Overview - The FAQ page can be found here

What is an RMA, different RMA types
Return process, auto-reminders, time frames, packaging, saving time and money
Data removal, destruction
Shipping costs
Which part to return, discrepant returns
Invoicing
Reports on outstanding returns
Status of FA cases, SN coverage, contacts for additional support
Additional information for APJC/Americas returns

8. Non-Asset Recovery queries - Whom to contact

8.1 What is not within Asset Recovery EMEAR’s scope?

Asset Recovery do not support Serial Number coverage. – For such issues, you can reach out to Customer Service. You can see their contact details below.
Asset Recovery do not support Product RMA returns. – For such issues, you can reach out to Customer Service/GSD. You can see their contact details below.
Asset Recovery do not support the shipment of the replacement parts. – For such issues, you can reach out to Logistics and TAC. You can see their contact details below.
Asset Recovery cannot change the provided information in the RMA once it is created.
Asset Recovery do not support licensing issues. – For such issues, you can reach out to Licensing Team. You can see their contact details below.
Asset Recovery cannot provide packaging materials for the return of the faulty equipment. – For packaging information, see Packaging Instructions.
Asset Recovery do not support FA Case creation and collection – For such issues, you can reach out to TAC and FACT Team. You can see their contact details below.

8.2 Logistics and Technical Assistance Center (TAC)

Logistics (LSC) support the replacement parts shipping & labor when an RMA is created.
TAC support troubleshooting prior to RMA creation.

You can reach out to our Cisco Logistics Team on the following topics:

Faulty part returned; however, no replacement has been sent
Tracking and ETA on replacement parts delivery

You can reach out to our Technical Assistance Center on the following topics:

Issues with already received replacement part
Troubleshooting to establish replacement need (RMA required)
FA Case creation

8.3 Customer Service / Global Service Delivery (GSD)

Customer Service and Global Service Delivery (GSD) have a variety of roles within Cisco such as:

Assisting with the return of MFG (Manufacturing RMAs)
Transferring coverage from the failed unit to the replacement sent out or vice versa
Questions regarding to serial number coverage on install base
Non-service/Warranty RMAs – Return-for-Credit

Customer Service / GSD can be contacted through one of the following options:

By phone: +31207038577 (options will vary depending on whether you need to contact Customer Service or GSD)
By opening a case online: https://customerservice.cloudapps.cisco.com

8.4 Failure Analysis Collection Team

I need to have a Failure Analysis (FA) Case created:

Please contact our Technical Assistance Center.

How do I check the status for Failure Analysis (FA) Cases?

Please contact our Technical Assistance Center.

How do I reach out to the Failure Analysis Collection Team?

Please contact Cisco Global FACT (Failure Analysis Collection Team) at fact_global@external.cisco.com or call using the numbers below:

Japan | (012) 003 6131
US/Canada | +1 844 952 0239
EMEAR | +31 20 703 8615
APJC | +65 62 166 227

8.5 Sales Point, Licensing, Meraki

Account Management Team/Sales Point

Contact in the following scenarios:

Contract renewals
New-buys
Contract coverage

Licensing – transferring licenses between parts

Licensing can be contacted through one of the following options:

By e-mail: licensing@cisco.com

By creating a case via the Support Case Manager - https://mycase.cloudapps.cisco.com/case

Meraki Team

Meraki Team can be contacted through their website where contacts are provided based on assistance needed and location in question: https://dashboard.meraki.com/rma