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Frequently asked questions

Do you have a question about Harris Stratex’ repair and return process? This section lists the most frequently asked questions, as well as their answers.

Repair Questions

Shipment Questions

Repair Questions

What do I need to do to get my unit repaired?

Complete a Fault Report Form, obtain an RMA number from Harris Stratex and return the unit to the address you’re given when your RMA is issued.

What is an RMA number?

A Return Material Authorization (RMA) number is a unique number that is system-generated by the RMA team from the details submitted on a completed Fault Report Form to allow full traceability of your unit and record all processes and activities related to it before, during and after the repair process. RMA numbers are issued once all details and warranty/contract cover are confirmed and/or payment terms are satisfied for quotes issued.

How do I get an RMA number?

Simply complete and submit an online Fault Report Form for each unit you wish to return. Generally within 24 hours of submission (excluding weekends and public holidays), you will receive the following:

  • Your Return Material Authorization (RMA) number. (If the unit is in warranty, or out of warranty but covered by a Synergy contract, Maintenance Level Agreement or other repair agreement.)
  • A notification confirming any missing details or actions required to obtain an RMA number, Quotation, or Proforma Invoice.

Information such as where units are to be shipped for repair, availability of Advance Replacements or Expedited Repairs (if requested), etc., shall be advised when RMA numbers or quotations are issued.

Why do I need to complete a Fault Report Form?

Various details are required to generate a Return Material Authorization (RMA) number, and the quickest, easiest and most secure way of ensuring that the information in our system reflects your exact requirements is to request the information required in a simple format, i.e., a Fault Report Form.

The minute or two taken to complete the Fault Report Form allows you peace of mind that we will process your request exactly as you have specified. This can help avoid shipping or customs delays, and provide full traceability and identification or your unit throughout the processes and activities related to it before, during and after the repair process. Plus, it ensures any warranty or contractual entitlements are transferred appropriately to any replacements sent.

Our faulty unit is very old—can you still repair it?

With the exception of specific service contracts, which some customers may have, and/or depending upon the availability of components, Harris Stratex will support its products for a minimum of ten years from date of shipment. While there may be a few obsolete components we can no longer source, we will support beyond the ten-year period whenever possible, subject to component availability.
If we are unable to repair or replace the part required due to, for example, specific obsolete components, we will advise as soon as possible and offer any alternative solutions possible.

We’ve had to replace the faulty unit with our only spare. How quickly can we get the repaired unit back?

Subject to availability, we may be able to offer an Expedited Repair, or even an Advance Replacement. Both services incur additional fees ($150.00 USD per unit on Expedited Repair, $250.00 USD per Advance Replacement) unless they have failed within 90 days of shipping from the manufacturer, or are covered by a specific contract or agreement.

What is an Expedited Repair?

Expedited Repairs are high-priority repairs which may be available upon request, subject to component availability and the number of units in repair.

The turn around time for this service is 1 - 5 working days, depending on the product and region, with an additional fee of US$150 per unit. A Purchase Order, or Cash In Advance depending on your company’s account terms, is required before repairs can be expedited, unless the faulty unit has failed within 90 days of shipping from the manufacturer, or is covered by specific contract or agreement.

If you wish to request this service, simply select the Expedited Repair option in the Service Requirements section of the Fault Report Form, and the RMA team will advise you on availability, and issue a quotation if appropriate.

What is an Advance Replacement?

An Advance Replacement is a unit that is sent, subject to availability, to replace a suspected faulty unit in advance of the faulty unit being sent to Harris Stratex for repair. Effectively it is a swap of units of the same part number, with any warranty or contractual entitlement being transferred from the faulty unit to the replacement.

There is no charge for this service if the product is found to be an OOB (Out of the Box failure) or OBQ (Out of Box Quality failure).
If an Advance Replacement is required, simply select the Advance Replacement option in the Service Requirements section of the Fault Report Form. Please note that when an Advance Replacement is requested, other than for OBB or OBQ failure, there is a minimum charge of US$250 levied for this service (warranty). If non-warranty, the usual Service Price is applicable, unless covered by a Synergy Contract, Maintenance Level Agreement or Repair/Swap Agreement.

A Purchase Order is required before the shipment of an Advance Replacement unless it is for an OOB or OBQ failure, or a specific contract or agreement is in place to cover Advance Replacements.

Note: If the faulty unit is not received by Harris Stratex within 30 days, the customer will be invoiced the full list price for the Advance Replacement unit. All Advance Replacements require that a signed Letter of Responsibility or quotation form accepting these terms and conditions, as stated on it, is received prior to the Advance Replacement being shipped, unless the terms and conditions are covered in a specific contract or agreement.

Harris Stratex does not guarantee that it will have replacement items available at all times.

What about a Repair Warranty?

A standard repair warranty of 365 days from the shipped date applies to repairs or replacements unless superseded by individual customer contract.

Repairs or replacements of equipment made during the applicable warranty period or thereafter will be warranted for the remainder of the period of the warranty purchased by the customer, or for 1 year, as applicable, whichever is longer.

I’ve been told my company’s account is on credit hold—who should I contact to resolve this?

Please contact your local Harris Stratex RMA team for assistance.

Shipment Questions

Can the tariff number be changed?

No, the tariff classification is that of Customs & Excise and must be quoted for export from any country.

Can the unit value be changed?

No, we are legally bound by applicable Customs & Excise laws to declare the same Unit Value at Export that was declared on the shipper’s paperwork at time of import.

Can the repair value be deleted / changed?

No, we are legally bound by applicable Customs & Excise laws to declare the value that is being charged for the repair.

Can the terms of delivery be changed?

No, the terms of delivery – FOB, CIF etc – are part of the agreed contract between Harris Stratex and the customer. Changing the terms would change who was responsible for the logistical costs.

Can the shipping invoice be sent for approval before shipping the units?

Yes – please advise fax/email details and this will begin immediately.

Can you return repaired units by batches?

This can be looked into on a case-by-case basis. If this is required, please advise when RMA request is made.

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