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FRM0086 Rev 18

5-9-13

Global Repair Services


Customer / Location

Company

Name

Site

Contact Name1
Contact Name2

Office Phone

Mobile Phone

General Products - (Please use product


specific RMA tab (at the bottom of this
screen, if provided.)

Shipping Address

800-555-1212
123-456-7890
800-123-4567 123-456-7890

Click for Most Current RMA Form

Email address

Customer's Return Address

ARRIS Provided
RMA
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Product ID
Number

Part Number

Serial Number

Modem ID / CMAC address

Fail Type

Date Code

Symptoms

Additional Information / to aid in troubleshooting

Global Rep
REQUIRED SERVICE SELECTIONS FOR TOUCHSTONE TELEPHONY MODEMS

ARRIS offers a number of services to meet the need for managing your inventory of field-pulled Tou
returning them to deployment quickly and like new. Contact your Customer Account Specialist for
availability. PLEASE NOTE: All requests must include a Basic Service Selection and Past Warran
Housings are also available for some models as an option.
1. Basic Service Selection
2. Past Warranty Action
Please select one option from
Choose One:
Choose One:
each drop down menu.
Customer / Location

ARRIS Case ID
RMA

(ARRIS
provided)

Repair
Product ID
(required)

Name

ARRIS Batch ID
Quantity (required)

CMAC address

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2
3
4
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7
Please provide as much information (highlighted in blue) as available.
Repair Product ID

CM450
CM550
CM820
CM900
DG860
DG950
DG970
MG5125

Screen & Clean - Contact ARRIS f

Repair - Contact ARRIS for Pr

Scrap - Contact ARRIS for Pri

Return - Contact ARRIS for Pr

Replace - Contact ARRIS for P

MG5225
MG6325
TG852
TG862
TG952
TM401
TM402
TM501
TM502
TM504
TM508
TM512
TM558
TM601
TM602
TM604
TM608
TM702
TM722
TM802
TM804
TM822
TM902
WBM650
WBM750
WBM760
WM450
WM502
WM550
WTM552
WTM558
WTM650
WTM652

Rev 18 5-9-13

Global Repair Services

inventory of field-pulled Touchstone Telephony Modems and


omer Account Specialist for pricing, service descriptions and
ce Selection and Past Warranty Action for the batch. New
me models as an option.
Past Warranty Action
3. New Housing* (optional)
Choose One:
Choose One:

Bulk Request - Touchstone


Telephony Modems and Cable
Modems

* Available for certain 50X and 60X models.

Phone Number

Shipping Address

Email Address

Symptoms (if available)

Comments/Additional Information

ARRIS Batch ID
Fail Type (ARRIS
Provides)

ghted in blue) as available. At a minimum, provide the part number of units in the batch.
Repair Only

creen & Clean - Contact ARRIS for pricing


Repair - Contact ARRIS for Pricing
Scrap - Contact ARRIS for Pricing
Return - Contact ARRIS for Pricing
Replace - Contact ARRIS for Pricing

Do not Replace

RMA_Request_Frm0086.xls

ulk Request - Touchstone


ephony Modems and Cable
Modems
Email Address

omments/Additional Information

units in the batch.

Global Repair Services


REQUIRED SERVICE SELECTIONS FOR TOUCHSTONE TELEPHONY MODEMS
ARRIS offers a number of services to meet the need for managing your inventory of field-pulled Touchstone Telephony Modems and
returning them to deployment quickly and like new. Contact your Customer Account Specialist for pricing, service descriptions and
availability. PLEASE NOTE: All requests must include a Basic Service Selection and Past Warranty Action for the batch. New Housings
are also available for some models as an option.
1. Basic Service Selection
2. Past Warranty Action
3. New Housing* (optional)
Please select one option from
Choose One:
Choose One:
Choose One:
each drop down menu.
* Available for certain 50X and 60X models.

Customer / Location

Company

Name

Site

Contact Name1
Contact Name2

Office Phone

Mobile Phone

800-555-1212
123-456-7890
800-123-4567 123-456-7890

Shipping Address

Customer Return Address

Please provide as much information (highlighted in blue) as available. At a minimum, provide the part number of units in the batch.
RMA # (ARRIS
Provides)

1
2
3
4
5
6
7
8
9

Product ID
Number
(ARRIS
Provides)

Part Number

Serial Number

Modem ID/
CMAC Address

Fail Type (ARRIS


Provides)

Symptoms (if available)

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FRM0086 Rev 18
Click for Most Current RMA Form
5-9-13

Touchstone Telephony Modems


and Cable Modems
Repair Only
Screen & Clean - Contact ARRIS for pricing
Cosmetics Only - Contact ARRIS for Pricing
Email Address
Repair - Contact ARRIS for Pricing
Scrap - Contact ARRIS for Pricing
Return - Contact ARRIS for Pricing

art number of units in the batch.


Additional information to aid in
troubleshooting

Replace - Contact ARRIS for Pricing

Do not
Replace

Global Repair Services


SERVICE SELECTIONS FOR WHOLE HOME SOLUTION MOXI GATEWAY AND PLAYER
ARRIS offers a number of services to meet the need for managing your inventory of field-pulled Media Gateway and Media Player devices
and returning them to deployment quickly and like new. Contact your Customer Account Specialist for pricing, service descriptions and
availability. PLEASE NOTE: All requests must include a Basic Service Selection. New Housings are also available as an option.
1. Basic Service Selection
2. New Housing (optional)
Please select one option from
Choose One:
Choose One:
each drop down menu.
Customer / Location

Name
Contact Name1
Contact Name2

Company

Office Phone

Mobile Phone

800-555-1212
123-456-7890
800-123-4567 123-456-7890

Shipping Address

Customer Return Address

Please provide, at a minimum, the Serial Number, CableCard UA Number and Symptoms below.
RMA # (ARRIS
Provides)

1
2
3
4
5
6
7
8
9
10

Product ID
Number
(ARRIS
Provides)

Fail Type (ARRIS


Provides)

Part Number

Serial Number
(REQUIRED)

UA Number
(REQUIRED)

Symptoms (REQUIRED)

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FRM0086 Rev 18
Click for Most Current RMA Form
5-9-13

Whole Home Solution Media


Gateway and Player
Choose One:
Option 1: ARRIS Screening
Option 2: Operator Screening
Cosmetics Only
Email Address

Choose One:
Replace - Contact ARRIS for Pricing

ptoms below.
Additional information to aid in
troubleshooting

Do not
Replace

FRM0086 Rev
18 5-9-13

Global Repair Services


Customer Name:
Customer
Site:

Customer / Location
Do you have an Advanced
Replacement Contract?
Yes
No

PeopleSoft
Product ID
(autofilled
RMA #
(autofilled
based on
(ARRIS provided)
based on Part
Part
Description)
Description)

Part
Number

1
2
3
4
5
6
7
8
9
10
11
12
13
14

Name

Customer

Repair Product ID
(autofilled based on Part
Description)

Phone

Customer

Mobile Phone

Customer

Shipping Address
Street:
City:
Zip:
Country:

Customer

Part Description - Required


Serial Number Required

(Select from drop down


menu. If you are unsure about the revision
level choose the earlier one. If you cannot
locate the part in the drop down menu, type
it in on rows 10-14.)

Fail Type (ARRIS


provided)

Fail Frequency
(Select from drop
down menu)

Symptoms
(Select from
drop down
menu)

FRM0086 Rev
18 5-9-13

Global Repair Services


Customer Name:
Site:

Customer / Location
Do you have an Advanced
Replacement Contract?
Yes
No

PeopleSoft
Product ID
(autofilled
RMA #
(autofilled
based on
(ARRIS provided)
based on Part
Part
Description)
Description)

Part
Number

1
2
3
4
5
6
7
8
9
10
11
12
13
14

Name

Customer

Repair Product ID
(autofilled based on Part Description)

Phone

Customer

Serial Number Required

Mobile Phone

Customer

Shipping Address
Street:
City:
Zip:
Country:

Part Description Required


(Select from drop down menu. If you
are unsure about the revision level
choose the earlier one. If you cannot
locate the part in the drop down menu,
type it in on rows 10-14.)

Fail Type (ARRIS


provided)

Fail Frequency
(Select from drop
down menu)

Symptoms
(Select from
drop down
menu)

FRM0086 Rev
18 5-9-13

Global Repair Services


Customer Name:
Site:

Customer / Location
Do you have an Advanced
Customer
Replacement Contract?
Yes
No

PeopleSoft
Product ID
Part
Number
RMA #
(autofilled
(autofilled based on
(ARRIS provided)
Part Description)
based on Part
Description)

1
2
3
4
5
6
7
8
9
10
11
12
13
14

Name
Customer

Repair Product ID
(autofilled based on Part Description)

Phone
Customer

Serial Number Required

Mobile Phone
Customer

Shipping Address
Street:
City:
Zip:
Country:

Part Description Required


(Select from drop down menu. If you
are unsure about the revision level
choose the earlier one. If you cannot
locate the part in the drop down
menu, type it in on rows 10-14.)

Customer

Fail Type (ARRIS


provided)

Fail Frequency
(Select from drop
down menu)

Symptoms
(Select from
drop down
menu)

FRM0086 Rev 18 5-913

Global Repair Services


Customer / Location

Company

Name

Site

Contact Name1
Contact Name2

Office Phone

Mobile Phone

ARRIS C3 CMTS
Shipping Address

800-555-1212
123-456-7890
800-123-4567 123-456-7890

Email address

Customer's Return Address

ARRIS Provided
RMA #
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15

Product ID
Number

Part Number

Serial Number

Part Description

Fail Type

Fail Frequency

Symptoms

Additional Information / to aid in troubleshooting

Click for Most Current RMA Form

ARRIS C3 CMTS
Email address

dditional Information / to aid in troubleshooting

Customer / Location
Customer Name:

Name
Contact Name1
Contact Name2

Site:

Global
Repair
Service
Global Repair Services
s
Phone

800-555-1212
800-123-4567

Mobile Phone

123-456-7890
123-456-7890

Click for Most Current RMA Form

FRM0086 Rev 18
5-9-13

D5 UEQ
Shipping Address

Street:
City:
Zip:
Country:

Email address / Case #


Email Address
Case #

ARRIS Provided
RMA
1
2
3
4
5
6
7
8
9

Product ID
Number

Part
Number
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A

Serial Number

Part Description

Fail
Type

#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
#N/A
Freeform

10
11
12
13
14

Fail
Frequency

Symptoms

Additional Information / to aid in troubleshooting

Fail Types:
DOA
WAR
CONTRACT
PW

Unit failed out of box or within 30 days of shipment to customer's site.


Unit failed within customer warranty period.
Repairs covered by terms of ARRIS service contract.
Unit has failed in field (past warranty). Purchase order is required if not covered under ARRIS service contract.

Terms:
Warranty status will be verified by ARRIS prior to issuing RMA numbers, and RMA # must be clearly visible on returns
Please make sure that no accessories, power cords, power supplies, or batteries are shipped with these units and remove any security locks.
Please insure proper packing of units to avoid damage during shipment. Units may be warranty voids due to damage
Customer to return units within 30 days of RMA approval, or RMA numbers may be canceled.
Warranty Void - Repairable units will require PO #'s for repairs or will be returned to customers as scrap at customers expense unless part of larger shipment
Warranty Void - Un-repairable units will be returned to customers as scrap, at customers expense unless part of larger shipment
Warranty Voids - Bug units will be destroyed to avoid site contamination and will not be returned to customers
ARRIS requests all units that have been advance replaced, including DOA's, be returned back to ARRIS within three business days.
Non-returned advance replaced units will be billed at 45 days.
Purchase Orders for repair charges must be submitted for all past warranty units (not covered under an ARRIS service contract) prior to issuing of RMA
Customer to pay shipping costs for returning failed units to ARRIS. ARRIS does not accept COD deliveries.
ARRIS to pay shipping costs for returning repaired units to customer.
NPF Charges: Charges will apply to units that are "No Problem Found" and returned to customers after a PO has been accepted.
In accordance with US Customs and Border Protection Regulation, ARRIS requires that the value listed on the commercial invoice is a true and
accurate declaration of the value of the material you are returning
Note: For international shipments, ARRIS will only pay freight if the freight forwarder is CEVA.
FRM0086 Rev 18 5-9-13

New part number request to be added into


Item ID
MSP10010
MSP00020
MSP00021
MSP00022
MSP00023
MSP00019
BGS00050
BGR01100
BGR00316

Product ID
798210
798195
798196
798197
798198
798194
802114
798092
798454

BGR00314
MSP00016
MSP00017
MSP00024
MSP00010
MSP00004
MSP00005
MSP00006

798090
798191
798192
798199
798185
798179
798180
798181

New part number request to be added into PS/CRM

Description
MSP ASM - ADSERVE MODULE W/ 512GB SSD
MSP1200 SHELF MANAGER MODULE FRU.
MSP1200 DC PEM MODULE FRU.
MSP1200 AC POWER SUPPLY MODULE FRU.
MSP1200 FAN TRAY MODULE FRU.
MSP1200 6-SLOT 7RU CHASSIS - 220VAC. MSP1200 6-SLOT 7RU CHASSIS - 220VAC 2 AC PSUS REDUNDANT FAN
EMP; AdEdge; VCC SERVER PLATFORM, 1RU
SFP MODULE 1000BASET RJ-45 CONNECTOR - COPPER (1000BASET) SFP (E.G. FINISAR 8521). SFP MODULE 1000
MSP; 1RU SERVER SR1625 HOT SWAP POWER SUPPLY MODULE 650W
MSP2800
MSP2800
MSP2800
MSP1200
MSP2800
MSP2000
MSP2000
MSP2000

AC/DC RECTIFIER - REDUNDANT DC OUTPUT CABLE PAIR FRU.


AIR FILTER. MSP2800 CHASSIS AIR FILTER
CHASSIS REAR FILLER PANEL. MSP2800 CHASSIS REAR FILLER PANEL.
AIR FILTER SET FRU. MSP1200 BOTTOM AIR FILTER FRU
CHASSIS FRONT FILLER PANEL.
CHASSIS FRONT FILLER PANEL. MSP2000 CHASSIS FRONT FILLER PANEL. COVERS FRONTS OF SLOTS N
CHASSIS REAR FILLER PANEL. MSP2000 CHASSIS REAR FILLER PANEL. COVERS REAR OF SLOTS NOT OC
12U CHASSIS FILTER FRU. MSP2000 12U CHASSIS FILTER. THIS IS A SPARE ITEM.

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