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Let me start by acknowledging your note here. I apologize on behalf of Juniper Networks for what you are going through with our RMA process as a fallout from the new tooling and infrastructure. Our intent with the roll out of this new CRM framework was to make it easier for our customers and partners to do business with us. While that continues to be our goal, we are seeing issues such as what you have highlighted here. My team is aware of this and is working diligently on rolling out an update to APEX to correct it.
I have assigned a special task force to report the team's progress to me regularly on this. A member of my team will contact you shortly to understand the specifics of your issues. Your partnership is important to Juniper and we are all aware that our success depends on your success.
Thank you for your patience as we work to resolve this,
Raj SabnaniVice PresidentGlobal Customer Success and Support
Myself I have no complaints I find it useful I can validate the RMA's before they are processed and I can check for any errors and I find JTAC are helpful and fast to respond.
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