I have in the past (more than a few times) gotten RMA's for failed power supplies and sent them in and gotten the replacement a few weeks later. Should be simple process.
Today I go for the same and the answer is "we need you to send the entire switch". This level of stupidity I would expect from EMC but from Juniper? Unbelievable... the switch is in production and I've already replaced the failed ps with one I have on the shelf for just this occasion.
Has anyone come up against this recently and are there some magic words that can be used to talk sense into the support group ?
FWIW - these are EX4200 closet switches covered under RTF maintenance
This is a strange response. I have replaced and gotten RMA for power supply only on the ex4200 series in the past. Seems like this is a mistake by an employee thinking they are being helpful.
I would push back for just the PS replacement personally.
What is your power supply Serial Number?
Power supply s/n is AV0809390133 which they say does not show in the database (and sure when I check the warranty entitlement it doesn't show, but neither do other power supplies just spot checking). This is frustrating as I have in the past had no problems getting power supplies replaced when they fail.
If you want to solve your current situation easily, just provide SN for the EX4200 and RMA a new switch, take out the power supply and use it, and return RMA unit with defective P/S.
If you want to pursue this situation further, get me a case number or RMA number of prior power supply replacement.
Here are some previous power supply only replacements
The fix - send them a picture of the power supply with p/n and s/n showing (thanks to my support guy for thinking of that). Support updates the database so that shows as a serial number, and then passes it to the RMA people to provide an RMA. Makes me wonder - something that could almost be automated takes multiple people at Juniper to touch it, send a dozen or more emails, requires me to keep asking, making phone calls, bugging my local rep, etc. Hopefully this is an exception, not a sign of the way things are from now on.
Doesnt seem like the SN is reistered, the best solution for this would be get RMA for entire chassis replace the PS and return.