3Com NETBuilder II Installation Manual - page 19
Technical Support
C-3
Additional Technical Support Services
contact your nearest 3Com sales office. To find the 3Com sales office nearest you, call
1-800-NET3Com (638-3266).
Before Contacting Your Network Supplier
Before you talk to your network supplier, make sure that you have detailed information about
the problem, including:
■
A complete description that includes:
–
The sequence of events or actions that led to the problem
–
The nature, symptoms, and duration of the problem
–
The system components involved
–
Whether or not you can reproduce the problem
■
A list of all the 3Com products you have, including:
–
Hardware models and serial numbers
–
Software part numbers and revision levels
■
A list of all other products involved in the problem, including:
–
Hardware products (types and model numbers) such as personal computers,
monitors, fixed disks, and modems
–
Software products, including operating systems and applications
■
A list of all recent system configuration changes, including:
–
Hardware
–
Operating system and application software
–
Network and system administration procedures
Your network supplier will determine what action needs to be taken to resolve the problem.
Returning Products for Repair
If you need to have a product repaired, local 3Com authorized service partners are good sources
for quality repairs and spare parts. However, a situation may arise in which you need to return a
product directly to 3Com for service. Before doing this, you must obtain a Return Materials
Authorization (RMA) number.
Obtaining an RMA Number. To obtain an RMA number, contact 3Com Customer Repair
Services at 800-876-3Com. If you have a touch-tone phone, select hardware repair, option #2.
If you do not have a touch-tone phone, remain on the line for assistance. You also can fax your
repair request to 3Com at 408-764-7120. In order to obtain an RMA number, you must provide
the following information:
■
Name and phone number of technical contact at your company
■
Company name
■
Company shipping address
■
Product name
■
Model and serial numbers of the main unit
■
Failed subassembly name and serial number, if applicable