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How to File a Warranty Claim for Viavi Solutions Inc. Products

Viavi Solutions Inc. provides a comprehensive process for handling warranty claims related to their products, software, and services. This guide walks you through the steps to file a warranty claim, ensuring a smooth process for receiving repair or replacement.

Step 1: Review Your Warranty Terms

Before initiating a claim, review Viavi’s warranty policy to ensure your product qualifies for warranty coverage. Viavi Solutions offers limited warranties covering defects in materials and workmanship under normal use conditions. Check for:

• Applicable Warranty: Ensure the product’s warranty is valid as per Viavi’s provided documentation and terms.
• Warranty Period: The warranty period typically begins on the delivery date. Refer to Viavi’s Return Material Authorization (RMA) process to validate the timeframe.

Step 2: Identify Exclusions

Certain circumstances are excluded from Viavi’s limited product warranty. These include:

• Improper installation or use.
• Accidental damage, negligence, or misuse.
• Use of third-party accessories or software not approved by Viavi.
• Cosmetic damage and wear and tear.
• Force majeure events like floods or fires.

Understanding these exclusions will help determine if your claim is valid.

Step 3: Gather Required Documentation

For a successful warranty claim, prepare the following:

• Proof of Purchase: This includes the original invoice or receipt showing the date of purchase.
• Product Details: Model number, serial number, and any product-specific details.
• Detailed Description: Provide a clear description of the defect or issue with the product.

Step 4: Contact Viavi Solutions

Once you have reviewed the warranty terms and gathered the necessary documentation, contact Viavi Solutions to begin your claim:

• Phone: Call Viavi customer service to report the issue and discuss next steps.
• Online: Visit the Viavi website and submit a claim through their support portal.
• Email: Send your claim details to Viavi’s customer support team at the provided support email address.

Ensure that you clearly state the issue, attach proof of purchase, and include the product’s serial and model numbers.

Step 5: Follow the Return Material Authorization (RMA) Process

Viavi requires all products to be returned via the RMA process for warranty claims. To do this:

1. Request an RMA Number: Contact Viavi to obtain an RMA number, which will be used to track your claim.
2. Prepare the Product for Shipping: Package the product securely and label it with the RMA number.
3. Ship the Product: Send the product to the designated service center, insured and prepaid, as per Viavi’s instructions. Ensure that the product is sent to the correct address provided by Viavi.

Step 6: Receive Repair or Replacement

Upon receiving your product, Viavi will evaluate the defect. If the product is covered under warranty, Viavi will either:

• Repair the product and return it to you.
• Replace the product with a new or refurbished model.
• Issue a refund, if applicable.

Any product that does not meet the warranty conditions may be returned at your expense or repaired for a fee.

Step 7: Monitor the Claim Status

Keep in touch with Viavi Solutions to monitor the status of your claim. The RMA number will allow you to track your warranty claim’s progress and receive updates.