Service & Support

RMA Process

General RMA Process

• Complete the Submit RMA Request form or contact Zhone Support via phone or email:
  • Hours of operation: Monday - Friday, 6:30am-5:00pm (Pacific Time)
  • E-mail: support@zhone.com (preferred)
  • Phone: 877-946-6320 or 510-777-7133, prompt #3, #2
• Provide the part numbers and serial numbers of the products to be repaired.
• All product lines ship with a minimum one year standard warranty (may vary by contract).
• Zhone will verify the warranty and provide the customer with a repair quote for anything that is not under warranty. Zhone requires a purchase order or credit card for out of warranty fees.

Dead On Arrival (DOA)* Process

See general process above. Replacement product will ship within 24 hours as long as product is available. The customer is required to complete Zhone's Advanced Replacement RMA Agreement Form in order for us to ship product to you in advance of receiving the defective part(s).

• Submit DOA RMA Request

*) DOA is defined as equipment that fails out of the box within 30 days of shipment.

Emergency Advance Replacement Process

• Former Paradyne products: Only available for "Gold" contract customers.
• All other products: available for a fee of $800 per item subject to equipment availability. We must receive a purchase order in advance of shipment.
• Submit Advance Replacement RMA Request

Repair Process

• Refer to general process above.
• Repair Cycle Time
  • Domestic shipments: approximately 15 business days
  • International shipments: approximately 30 business days
• Repair cost out of warranty
  
  • Varies by product line and is subject to change. The RMA Dept. will provide a repair quote (if applicable) at the time of the request.
• Submit Repair RMA Request

Specific Packing Requirements

• Please package your unit carefully so it will not get damaged while being shipped. If you are returning cards within a chassis, please ensure that they are secure within the chassis.
• Remove accessory items such as cables and manuals. DO NOT send these items to us with your unit. We can not guarantee that they will be returned to you.
• Do not send in any equipment without an RMA Return number or equipment, which was not approved for return. For Example, be sure to remove your modem cards before sending us your box unless all components were approved for the RMA. Please call us if you are not sure what should be sent to us on this RMA Return Number.
• Mark your Return RMA number clearly and boldly on the outside of the shipping box. Missing information will cause delays.
• Charges associated with shipping defective products back to Zhone are the customer's responsibility.