WatchGuard Return Merchandise Agreement (RMA) Information

WatchGuard Return Merchandise Agreement (RMA) Information An RMA is defined as a "Return Merchandise Agreement." WatchGuard Technical Support offers Replacement of defective units with fully functional refurbished units to customers whose registered product is associated with a valid Hardware Warranty. Advance Replacement is available for Firebox® III, Firebox Vclass and all Firebox® X and SOHO family appliances whose registered product is associated with a valid Hardware Warranty and a current LiveSecurity® Service subscription. Units not associated with a current LiveSecurity contract but with an active hardware warranty may receive an RMA, however it will not be an Advanced Replacement. With a non-Advanced Replacement, the failed unit will have to be returned to WatchGuard before a replacement unit is shipped to the customer. WatchGuard is not responsible for device failures that are a result of an act of God including but not limited to thunderstorms, power surges, or power outages.

Out of Warranty Return Programs are available to customers with registered out of warranty products associated with a valid LiveSecurity® subscription and possessing an intact warranty seal. Additional information regarding our Out of Warranty Replacement programs may be found on our Hardware Replacement Options page.

A support incident must be created for each RMA and a Certified WatchGuard Technical Support Representative (TSR) must assist the customer with diagnostic troubleshooting to determine if the unit has failed. Every attempt will be made to recover potentially defective units prior to the issuance of an RMA.

In-Warranty RMA Processing Information

In order to expedite a resolution of your support request you may be required to provide additional information to the WatchGuard Technical Support Representative. This information may include, but is not limited to:

Unit password(s)
Operating system (including service packs or hot fixes)
Current version of WatchGuard software
Types of servers (i.e. SMTP, FTP, HTTP, etc.)
Secondary networks
IP addresses
WSEP or Syslog log files
The network digram

Once it has been determined that a unit is defective, the TSR will dispatch the incident to the Technical Support Customer Care Team for confirmation of the unit's warranty status and processing of the RMA transaction. If it is determined that the product is out of warranty, Out of Warranty Replacement options will be provided to the customer. An Out of Warranty transaction will not be completed prior to confirmation from the customer as to which Out of Warranty option they have chosen, and receipt of payment information.

Upon completion of an In-Warranty or Out of Warranty Upgrade transaction has been completed, a confirmation letter will be posted to the customer's support incident and e-mailed to the customer by the Technical Support Customer Care Team. If the request is received and confirmed by the processing deadline, a replacement RMA unit is typically shipped on the same day that the RMA request is authorized. Processing fees, customs duties, and costs for return of product are the responsibility of the customer.

When the replacement unit is received it will not be necessary to register the replacement unit, as the Technical Support Customer Care Team will assure that the replacement serial number is exchanged on the customer record prior to or shortly after shipment to ensure continuity of the customer account. The remaining LiveSecurity® subscription will be carried over to the replacement unit. On all Firebox X and SOHO family models, the customer will need to obtain an updated feature key from the web site in order to use all previously installed features.

Troubleshooting Guides

Product-specific Troubleshooting Guides may be found at our Advanced FAQs page.

Submitting Logs

Please send relevant WatchGuard configuration files and log files to securelogs@watchguard.com with the incident tracking number as the subject. We strongly encourage you to encrypt your mail with PGP.

DOA RMA Policy

A DOA unit is defined as a unit that experiences an unrecoverable failure within 30 days of LiveSecurity® activation. If the unit was not activated within 30 days of purchase, the DOA period will be determined by the date shown on the customer's purchase documentation.

If a customer suspects that they have received a DOA unit a support incident must be opened within the first 30 days of activation through the customer's individual support site or through the designated channels of phone support to verify:

LiveSecurity® subscribers within the U.S. - +1.877.232.3531
International subscribers - +1.206.613.0456
WatchGuard partners - +1.206.521.8375

If declared DOA, a new unit will be shipped to replace the defective one. The replacement unit will include all peripheral parts including: a quick start guide, cables, power cord, warranty card and firmware CD, however a new LiveSecurity® key will not be included. The Customer Care Team will issue a return call tag for the failed unit resulting in a no-cost return to WatchGuard. Customers should have the defective unit packaged for pickup within three (3) business days.

Warranty Claims on Discontinued Products

If you submit a valid warranty claim on a unit that is no longer in production, you may receive as a replacement the model that superseded the original unit, or the closest equivalent currently available. WatchGuard expects to offer annual extensions until WatchGuard determines the particular model will be discontinued.

Billing Information

WatchGuard accepts Visa®, MasterCard® and American Express® credit cards. (Payment made by any other means may only be accepted if the customer has been previously approved to do so by our Credit Department.)
If the failed unit is not returned to our warehouse within 15 days of the RMA shipment the customer will be billed for the full amount of the replacement unit and their account will be placed on credit hold until full payment has been received.
Defective units returned to WatchGuard with broken warranty seals will be returned to the customer. If an advanced replacement product has been issued to the customer, the customer will have 15 days to return the replacement product, or they will be billed for the full cost of the replacement unit.
RMA related billing questions and concerns should be submitted to rmarequest@watchguard.com.

Shipping and Return Information

Replacement products for domestic US In-Warranty RMAs submitted to the Customer Care Team prior to 1PM (PST) should arrive on the next business day via FedEx delivery service. When the order has been filled a confirmation letter will be sent to the customer.

Replacement products for European RMAs shipped to customers within the European Union that have been submitted to the Customer Care Team for processing prior to 8AM (PST) should arrive within 48 business hours from our shipping hub in Cologne, Germany.

Customers whose replacement product was shipped from our Cologne facility should return their failed products to:

UPS SCS GmbH & Co. OHG
Biberweg 12
53842 Troisdorf
Germany
Attention: [RMA number]

All other customers should return their failed products to:

WatchGuard Technologies, Inc.
9100 15th Pl. S.
Suite A
Seattle, WA 98108
Attention: [RMA number] [Returning Serial number]
206-521-8378

RMAs delivered to international locations outside of the United States and European Union are subject to specific export guidelines. Additional information regarding customs and shipping information may be found at the FedEx web site.

Customers are responsible for customs fees and tariffs associated with the delivery of the replacement product and return of the defective product, unless a Technical Support Customer Care Rep has determined that unit to be DOA.

Questions?

Questions regarding shipping and RMA transactions should be submitted to rmarequest@watchguard.com or by calling the Technical Support Customer Care Team at +1.877.232.3531 (Option #1) in the Domestic US, or +1.206.613.0456 for International subscribers.