not able to create RMA with active contract no.

[wipronitin]

Hello All,

I am facing a problem while trying to create RMA for a fauty cisco 2811 router. When I called Cisco TAC support, they asked me the Serial no., which I provided.

However, as per their tool, the Router Serial no. has expired & the associated Contract no. with that router is still active. Thus they told me that RMA cannot be created for device with expired Serial no. & asked for another acitve Serial no.

I am not able to understand what they mean by expired device Serial no. as they confirmed that the Contract no. associated with that device is still active.

Can anyone help me undertand this & suggest how to resolve this.

Many thanks in advance.

Regards,

Nitin

[Richard Burts · Accepted solution]

Nitin

I have had an experience that may be similar to your post. I was working with a customer who has many routers and switches on a maintenance contract. They renewed the maintenance contract but they allowed a few of the devices covered by the contract to lapse and now renew. I had a problem with one of the routers and attempted to get an RMA on it. I received a similar explanation that the serial number was no longer covered while the contract itself was still active and valid.

In my case the customer worked with Cisco to get the router re-instated on the contract. And then there was no problem in getting the RMA.

Perhaps something like that is your case.

HTH

Rick