Does it really need to enter serial numbers of SX/C20 mics for RMA?

[hashimoto.kotaro]

Hi all,

Now we need to enter serial numbers of Telepresence system SX/C20 mic for RMA, however it were not required before.

And when we open new RMA, we are frequently annoyed receiving error from SORT that the serial number we entered are not valid or not under contract, even though those serial numbers are correct.

Sometimes those errors are caused by inaccurate information registered at CSCC.

Once Cisco did not supervise serial numbers of mics, so many products are registered at CSCC without the serial numbers.

But now SORT requires the serial numbers for RMA, even though the numbers are not registered.

Then we need to open a case on Customer Service Central to add serial numbers to minor line item(ex.CTS-QSC20-MIC=).

After the addition, we finally can open an RMA(Occasionally it takes a couple of days...)

Do you think we really need this tedious work?

Best Regards,

Kotaro

[Wayne DeNardi]

Easiest way around this is to log the call as an issue with one of the endpoints you know is under service contract rather than the microphone itself.

Wayne
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[hashimoto.kotaro]

You mean we submit log(xstats?) to open RMA?

But in order to open an RMA we need the serial number of microphone itself, right?

(xstats does not include the serial numbers of microphones)

Regards,

Kotaro

[Wayne DeNardi]

No, you log the call under the serial number of the endpoint, not the microphone.  You don't need to include the xstat and xconf.  You just mention in the text of the call that it's the microphone that is faulty.  You'd do similar when it's a dead power supply (which is our most common fault on older devices) - you don't log a call on the serial number of the power supply, you use the serial number of the endpoint and say that the power brick is dead and you need a replacement.

Wayne
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[hashimoto.kotaro]

Hi Wayne,

Sorry for the late reply.

How can I "log the call" ?

You mean we should "make a call " to open RMA?

I guess you are talking about the microphones such as C40's or MXP series which do not have serial numbers.

Anyway Cisco still requires us the exact serial numbers of microphones of C/SX20 when we open RMA via SORT, not endpoints ( yes, Cisco does not require the serial numbers of power supply though)

Regards,

Kotaro

[Wayne DeNardi]

Hi Kotaro,

By "log the call" I meant open a new support case on the cisco web site (https://tools.cisco.com/ServiceRequestTool/scm/mgmt/start) and enter the details of the endpoint as the unit that has the fault.

Wayne
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