Replace defective Cisco Access Point - RMA - Paying fees and taxes

[Do Tien Dung]

My company currently has many Cisco Access Point devices with model 1850i error
The device has a faulty Poe power source and cannot be used.

I have created an RMA request to replace the faulty device with another device

In the contract, my company purchased very expensive equipment including support costs for each device. I have also created many RMA requests without paying any fees. Today I received an email from CONCENTRIX CVG MALAYSIA SDN BHD with the content "I will have to pay additional taxes and customs fees"

Do I have to pay any additional fees to receive the new Cisco device? If I pay customs fees and taxes, will Cisco compensate me?
Thanks.

[Haydn Andrews]

To me that email appears to be that the Support Contract was taken out for Singapore and your requesting the replacements be shipped to Vietnam.
Im not 100% but I believe Cisco RMA for items like APs is to the courntry they were ordered originally in unless your support agreement was taken out for the items being in Vietnam.

Suggest getting in contact with your Cisco account manager to question this.

[Rich R]

Like Haydn says your first stop should be your Cisco account manager to establish exactly what your support contract covers - it might only cover in-country shipments by default.  Cisco usually offer specific enhanced service level contracts to stock spares in each country where the kit is located.

More generally - the regulations in each country are different.  Most country's customs regulations have provision for exempting RMA shipments but in most cases they will require applying for clearance in advance or specialised customs declarations.  If it's Advanced RMA then some might invoice when the replacement comes in and only cancel the invoice when the faulty part is confirmed as returned (confirming there is no net import happening to prevent abuse of the process).  Some countries make things a lot more complicated and bureaucratic than they need to be too.

Note that I am not a customs or import/export expert - my answer is purely based on my limited experience with these things.  If in doubt contact your company procurement team who should be more familiar with the relevant regulations or be able to find them out for you.

[Do Tien Dung]

Thanks you @Rich R @Haydn Andrews 

I will update the comment after 10 days