Requesting a Waybill
Before you can return a defective unit, you need to get a Waybill number from Infoblox.
To request a Waybill number for the defective unit, compose an email with the following information:
- RMA number
- Serial number of the defective unit
- Pick up contact's name, phone number, and email address
- Pickup address
Send the email to the appropriate email address:
- If you are located outside the United States, email dislops@dislsfo.com
- If you are located inside the United States, email logistics@infoblox.com
Infoblox emails you a waybill number.
Packaging the unit
Pack the unit that you want to return in the cardboard carton and styrofoam packaging that Infoblox sent to you when it shipped your replacement unit. Write the RMA# clearly on the outside of the shipping carton. Remove all used shipping labels from the shipping carton.
If the defective unit is not returned to Infoblox in its original carton, Infoblox may at its discretion invoice you for the replacement unit at its full list price. This full list price is based on Infoblox then-current price list, minus any applicable discounts.
Shipping Instructions for Customers in the United States
Write your shipper information in the UPS waybill and affix the waybill to the shipping carton. Phone UPS at 1-800-PICK-UPS to schedule a pick-up.
Shipping Instructions for Customers outside the United States
Email dislops@dislsfo.com to schedule a pick-up. Include your RMA number, pick-up address, local contact name, local contact's phone number, requested pick-up date.
Shipping Costs for Returned Units
Infoblox covers all return shipping costs for customers who have active support contracts and who have obtained authorized return shipping from Infoblox. Covered costs include shipping to and from Infoblox. Infoblox shall refuse to take delivery of unauthorized items and shall return any unauthorized items to sender at sender's expense.
Ship to Infoblox within 20 business days
After you obtain authorization to return a defective unit, you must return the defective unit to Infoblox within 20 business days. If the defective unit is not returned to Infoblox within 20 business days, Infoblox may at its discretion invoice you for the replacement unit at its full list price. This full list price is based on Infoblox then-current price list, minus any applicable discounts. Replacement does not apply to third-party hardware that is not provided by Infoblox.
Replacement Times
Next business day (NBD) hardware replacement is available for customers who have Premium Maintenance service contracts and purchase the NBD replacement service at an additional cost. To be eligible for NBD hardware replacement services, the customer and the unit must be located inside a geography that is identified on the Infoblox Support Website as accessible and available for NBD delivery. The RMA must be processed by 3:00 p.m. local time of the TAC center that is processing the RMA for delivery.
For customers with units that are located outside the geographies that are identified on the Infoblox Support Website as NBD-accessible, replacement units shall be shipped by reasonable, commercially available means for carrier delivery to customer, based on available delivery times.
Tracking your Defective Unit
Once your defective unit reaches Infoblox, you can track its status on the Infoblox Support web site.
