AT&T Repair Order Procedures for Nortel DMS Offices |
Advance Shipment Service (Like-for-Like)
Advance Shipment Service provides AT&T with replacement Field Replaceable Units (FRUs) prior to receiving defective FRUs. Under Advance Shipment Service, Nortel Networks dispatches replacement hardware normally within five business days after capture of a customer order. Nortel Networks offers three options for placing repair orders.
Repair Order by Phone Procedures
Dial 1-800-466-7835. Listen carefully to the menu prompts. Input 1 for Express Routing Code (ERC) and then input 181 (DMS Switching) to reach your repair destination.
AT&T personnel should have the following required information ready when placing a phone repair order with Nortel Networks:
A Part Request Form must be sent to Nortel Networks via e-mail or fax on all phone orders.
Repair Order by Fax Procedures
Fax completed part request forms to Nortel Networks at 972-685-8862.
Repair Order by Email Procedures
Email completed part request forms to Nortel Networks at rich.repair@nortelnetworks.com.
Return Material Authorization Numbers
Each repair order is issued a Return Material Authorization (RMA) number by Nortel Networks. This number is critical for tracking individual orders and must be referenced on failure tags, shipping/packing lists, returned defectives, and any correspondence or inquiries concerning the order.
Emergency Part Dispatch Fees
Emergency Part Dispatch provides AT&T, during emergency circumstances, accelerated order fulfillment.
This service is not meant to replace AT&T carrying critical spares.
Nortel Networks can provide emergency advanced replacement 24 hours a day, seven days a week. Nortel Networks will usually ship the replacement unit to AT&T within 24 hours of the receipt of a purchase order for the emergency request, provided that Nortel Networks has a functionally equivalent circuit pack in stock.
Nortel Networks will charge AT&T a fee of $400 per advanced replacement circuit pack to cover all Nortel Networks expediting costs. If requested, Nortel Networks can also provide counter-to-counter expedited shipment service for an additional $400 per repair order. Counter-to-counter is a service where at AT&T's request, Nortel Networks will hand-deliver the emergency replacement to an airline counter in order to expedite shipment even quicker than the normal advanced replacement service. The replacement would be delivered to an airline counter at the airport nearest to AT&T's location via the next commercial flight.
Material On Loan Policy
AT&T must return the faulty circuit pack to Nortel Networks so that Nortel Networks can close out the RMA within 30 calendar days from the receipt of the original order. If Nortel Networks has not received the circuit pack within 15 calendar days, Nortel Networks will notify AT&T of the impending billing situation. If Nortel Networks does not close out the RMA within 30 calendar days, Nortel Networks will bill AT&T the "A" stock value of the circuit pack shipped when the RMA was opened.
Defective Return Packing Slips
Defective return packing slips should be used to return all defective parts to Nortel Networks. Nortel Networks will provide defective return packing slips for use by customers in return shipments. A copy of the defective return packing slip should be placed in all the cartons and attached outside. Nortel Networks recommends that a copy of the packing slip be attached to the outside of the shipment as well as put in carton to aid in processes and proper identification of returned material. The Nortel Networks Part Request Form may be used as a packing list. The RMA number should be clearly marked on the outside of each box. All equipment returned to Nortel Networks must be shipped in appropriate static bags or approved ESD treated packing boxes.
If AT&T supplies their own defective return packing slip it must contain these pieces of information and must be included on the shipping/packing list for proper handling:
---------------------------------------------------------------------------------------------- Item Required Information ---------------------------------------------------------------------------------------------- 1. From Company name, return address, and telephone number. 2. Ship Date Date parts are shipped from the customer. 3. Ship Via Shipping carrier name. 4. Waybill Number Shipping carrier tracking number. 5. Number of Cartons Number of cartons being sent on shipment. 6. Customer's P.O.# Provided, if applicable. 7. Repair order number RMA number issued when order is placed. 8. Site ID or Project Number 9. Item Number 10. Quantity Ordered 11. Quantity Returned 12. Nortel Networks Part Number 13. Description of Item 14. Serial Number The serial number for each item in the shipment. 15. Shipment Requested By Customer's representative signature. ---------------------------------------------------------------------------------------------- Nortel Networks Repair Facility Address (DMS Switching) Nortel Networks C/O CTDI 1334 Enterprise Drive West Chester, PA 19380 Attn: Receiving Department (RMA Number) ----------------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------- AT&T Local Network Services DMS-500 Installation Base Customer City/State CLLI Code Project Number/Office Code/Site ID ---------------------------------------------------------------------------------------------- ALNS-Atlanta 1 Norcross, GA NRCRGAISDS0 D222 ALNS-Atlanta 2 Atlanta, GA ATLNGATLDS7 RL01 ALNS-Austin 1 Austin, TX AUSTTXGRDS0 JN63 ALNS-Baltimore 2 Comumbia, MD CLMAMDNIDS1 RZ83 ALNS-Baltimore 1 Baltimore, MD BLTMMDFMDS0 J345 ALNS-Birmingham Birmingham, AL BRHMALPODS0 L484 ALNS-Boston 4 Boston, MA BSTNMALBDS1 JN50 ALNS-Camden Camden, NJ CMDNNJCEDS2 JG09 ALNS-Charlotte Charlotte, NC CHRLNCNADS0 D441 ALNS-Chattanooga Chattanooga, TN CHTGTNKVDS0 L485 ALNS-Cheshire Cheshire, CT CHSHCT02DS1 SY94 ALNS-Chicago 5 Chicago, IL CHCGILCGDS1 JW47 ALNS-Chicago 6 Lisle, IL LSLEILAADS1 SX72 ALNS-Cincinnati Cincinnati, OH CNCOOHFPDS1 D442 ALNS-Cleveland Independence, OH INDPOHDBDS0 L186 ALNS-Columbus Columbus, OH CLMBOHFQDS2 JM56 ALNS-Dallas 1 Dallas, TX DLLBTXPVDS0 Q023 ALNS-Dallas 2 Dallas, TX DLLSTXTLDS8 RC57 ALNS-Dallas 4 Dallas, TX PLANTXXZDS0 5Z33 ALNS-Denver 1 Aurora, CO AURRCOBUDS0 K677 ALNS-Denver 2 Denver, CO DNVRCOMDDS0 JN53 ALNS-Detroit 2 Detroit, MI DTRTMIBADS0 D445 ALNS-Dix Hills Huntington, NY HNTNNYSUDS2 JM57 ALNS-Greensboro 1 Greensboro, NC GNBONCEUDS4 JP55 ALNS-Hartford 1 Hartford, CT HRFRCTCRDS0 J155 ALNS-Houston 1 Houston, TX HSTNTX1301T Q264 ALNS-Houston 2 Houston, TX HSTNTX01DS5 JL88 ALNS-Indianapolis 1 Indiannapolis, IN IPLTINMADS1 K872 ALNS-ITN3 DMS-500 Warrenville, IL WNVLILAADS5 RA10 ALNS-Jacksonville 1 Jacksonville, FL JCVLFLCLDS6 JP43 ALNS-Knoxville Knoxville, TN KNVLTNBHDS0 D446 ALNS-LA 4 Los Angeles, CA LSANCA03DS7 JN51 ALNS-Louisville Louisville, KY LSVLKYCSDS4 RP26 ALNS-Manhattan 8 New York, NY NYCMNYBWDS6 JW46 ALNS-Manhattan 9 New York, NY NYCMNYBWDS5 JM07 ALNS-Nashville Nashville, TN NSVLTN48DS0 L486 ALNS-NJ 3 Newark, NJ NWRKNJ02DSA JN49 ALNS-Oakland 2 Oakland, CA OKLDCA03DS5 JN52 ALNS-Oakland 3 Oakland, CA OKLDCA03DS6 6E15 ALNS-Miami 3 Ojus, FL OJUSFLTLDS3 SB35 ALNS-Philly 2 Philadelphia, PA PHLAPASBDS3 JG08 ALNS-Philly 4 Philadelphia, PA PHLAPASBDS4 3R20 ALNS-Philly 1 Philadelphia, PA PHLAPAAZ01T J105 ALNS-Pittsburgh 3 Pittsburgh, PA PITBPADGDS7 SD73 ALNS-Portland 2 Portland, OR PTLDOR62DS2 JM54 ALNS-Providence Providence, RI PRVDRIUFDS1 JM46 ALNS-Raleigh Raleigh, NC RLGHNCMODS1 JN64 ALNS-Richmond Richmond, VA RCMDVAGRDS5 JP65 ALNS-NJ 2 Rochelle Park, NJ RCPKNJ02DS1 JL89 ALNS-Salt Lake City 1 Salt Lake City, UT WVCYUTBXDS0 D443 ALNS-Salt Lake City 2 Salt Lake City, UT WVCYUTBXDS1 9A55 ALNS-San Antonio San Antonio, TX SNANTXCADS7 JM02 ALNS-San Diego 2 San Diego, CA SNDGCA02DS3 RW05 ALNS-San Francisco 3 San Francisco, CA SNFFCADKDS0 RK24 ALNS-San Jose San Jose, CA SNJSCA02DS4 JL91 ALNS-Stamford Stamford, CT SMFRCTCTDS0 RW11 ALNS-Staten Lab Staten Island, NY NYCRNYEGDS1 J985 ALNS-Seattle 3 Tacoma, WA TACNWACRDS0 RW49 ALNS-WDC 1 Washington, DC WASHDCTTDS0 L185 ALNS-WDC 2 Washington, DC WASHDCDTDS1 JL90 ALNS-White Plains White Plains, NY WHPLNY02DS5 JM55 ---------------------------------------------------------------------------------------------- -End-