New RMA Process for Customers

Community Team Member

Live Community delivers new details on our new RMA process. Only Palo Alto Networks customers can view the new process and how they can help to speed up the shipping process with just a few clicks. Login to the customer portal to view the instructions and helpful links to RMA information.

 

 

 

December 13, 2018 is when a new RMA process will be released. This will help improve the shipping process by giving you the ability to enter the shipping address that the RMA should be sent.

 

Customers can CLICK HERE to view the step-by-step changes to the RMA Process.

 

We would like to encourage customers to view the new updates to understand how the new process can provide an advantage.

 

Previously in the RMA process, our engineers would qualify the RMA and send a shipping address template for you to fill out and send back before sending the new product.

 

The RMA process (released December 13th) will give customers three options for updating the shipping address.

Now, you don’t have to wait to tell our engineers the shipping address or worry about any typos. All you have to do is click the link provided, enter the shipping address yourself, and click Submit.

 

With this improvement, our goal is to expedite the RMA process by giving you, the customer, the power to expedite shipping.

Please take a look at the RMA process updates to determine what address you will need to enter to get your returns faster.

The Customer Advisories page also has some helpful links for specific RMAs: Customer Advisories page.

 

PLEASE NOTE: The Customer Advisories page is only accessible to customers of Palo Alto Networks.

 

Before Filing a Case, check out these helpful links:

 

REPLACE AN RMA FIREWALL
(https://www.paloaltonetworks.com/documentation/80/panorama/panorama_adminguide/troubleshooting/repla...)

 

MIGRATE LOG COLLECTORS AFTER FAILURE/RMA OF NON-HA PANORAMA
(https://www.paloaltonetworks.com/documentation/81/panorama/panorama_adminguide/troubleshooting/troub...)

 

HOW TO TRANSFER LICENSES TO A SPARE DEVICE
(https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClNMCA0)

 

HOW TO CONFIGURE AN RMA REPLACEMENT FIREWALL
(https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClknCAC)

 

M-100 RMA Process
(https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000CltNCAS)

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