We have experienced considerable delays getting imported devices through Brazil Customs, and would be keen to ensure this doesn't happen for RMAs.
That's a problem between Cisco and Customs.
At the end of every case, you'll be sent a "bingo" e-mail. It pays a lot to answer them. If you have a bad experience, like delays in RMA, give the section about "did the parts arrive ON TIME" a bad score. Cisco takes these things, particularly the feedback, seriously.
