LOGISTICS SERVICES
The role of Logistics Services within Customer Services is to manage the return, repair and the replacement of defective material.
This document explains the services that are offered, how to use them, and answers some frequently asked questions.
Logistics Services from Customer Service
Two levels of service are offered:
Products are covered by an advance exchange service for customers with a service contract,
and by a return to factory service for customers with no service contract.
Warranty :
In general, the standard warranty coverage covers the 12 month of the product.
A customer without a service contract may upgrade their standard warranty cover to advance exchange or Return and Repair /Replace. Pricing information is available from Fortinet Resellers or Fortinet Sales contact .
DOA :
A unit is classified as DOA (Dead on Arrival) if a defect is reported within the first 30 days of Product Warranty which commences on the product registration date but not later than 120 days
from shipment. Fortinet handles all DOA requests as advanced replacement within the next
business day. All DOA's are handled as advance replacements: A new replacement unit will be shipped within Next Business day.
Fortinet will bear the costs of shipment for both the return of defective unit and the supply of the replacement unit only for DOA
The Logistics DOA service applies to defective parts only If your request concerns an incomplete shipment or an undelivered product you should contact Fortinet Sales Administrative Representative.
ADV :
"We ship you a replacement unit, then you return the defective one."
Fortinet will ship a replacement unit from stock within 24 Business hours of processing your request. The freight charges will be paid by Fortinet.
You will have to send back the defective unit:
A copy of the RMA form should be placed inside the box and the defective part and paperwork should be clearly marked with the RMA number.
We ask that you pay the freight charges This must be returned within 30 days, beyond that time we reserve the right to invoice you for the product.
RR :
"You ship us the defective unit, we repair it and return it to you."
As soon as you receive our confirmation that we have processed your request, you ship the defective unit to the address of our Logistics /repair facility as given on the confirmation. The defective unit should be packed in its original box.
A copy of the RMA form should be placed inside the box and the defective part and paperwork should be clearly marked with the RMA number. We ask that you pay the freight charges.
Fortinet will repair or replace the unit within 3 Business days and return it to you, freight paid.
