[AusNOG] Cisco Support & RMA/Replacement Feedback

[Greg M]

Thanks to everyone who offered help / support - We have just got the first
replacement 5510 online.

 

We ended up escalating the TAC case to get a local Cisco Engineer. Once he
came onsite, he opened up the replacement unit and replaced a ribbon cable
between the ASA's system board and the flash memory unit. it was then able
to read our old compact flash card's ios/config and off we went.

 

Regards,

 

Greg

 

 

From: ausnog-bounces at lists.ausnog.net
[mailto:ausnog-bounces at lists.ausnog.net] On Behalf Of Greg M
Sent: Saturday, 28 February 2009 10:25 PM
To: ausnog at ausnog.net
Subject: [AusNOG] Cisco Support & RMA/Replacement Feedback

 

Hi All,

 

Does anyone here have any feedback on the Cisco RMA / Replacement process?


We have a Cisco ASA 5510 device under a 24x7x4 Service Contract, and after
the ASA crashed and failed to reboot an RMA was raised on Friday. A new
device was shipped from Sydney as there was no Stock in Perth and it arrived
at 2pm today.

 

Upon unboxing the new unit and powering it on, it came without any IOS on
the compact flash card, and when I attempted to push some firmware onto it
via TFTP it refused to recognise or read the flash system. I have tried a
few more flash cards and still the same result. We have just raised a second
RMA for the 5510 and the Engineer at Cisco advised there was no more stock
in Australia and they would have to ship some in from overseas which could
take 2 days.

 

The ASA is our company's core VPN device for our remote offices in Dubai and
Abu Dhabi, and thus they are due to start work tomorrow without 3 days of
email and access back to our corporate networks (Financials etc). Is this a
regular occurrence? If so it makes sense to just have a second device away
in storage rather than having to depend on Cisco's RMA process?

 

Thanks,

 

Greg

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