Return material authorization process
In some cases hardware issues are experienced and a replacement unit must be sent. This is referred to as a Return Material Authorization (RMA). In these cases or RMAs, the support contract must be moved to the new device. Customers can move the support contract from the failing production unit to the new device through the support web site.
To move the support contract to a new device
1. Log in to the support web site with the credentials indicated when the account was created.
2. From Manage Products, locate the serial number of the defective unit from the list of devices displayed for the account. The Product Info for the selected device will be displayed.
3. In the left side bar under the Assistance section, select RMA Transfer.
4. Enter the Original Serial Number of the original device, enter the New Serial Number, and click Replace to complete the transfer.
This will transfer the support contract from the defective unit to the new unit with the serial number provided.