Summary

Resolution

What is a DOA (Dead on Arrival)?

• DOA (Dead on Arrival) is a situation where a customer purchases new product that arrives defective or non-functional out of the box and contacts us within 90 days of shipment.
• The replacement for DOA is always shipped out of Ruckus Production warehouse or new warehouse locations.

• Verify the ship date of the asset in SFDC (Salesforce)
• Request the Purchase Order (PO) if the asset is not found in SFDC.

• All replacement units processed through SAP are brand new and are shipped directly from the Ruckus production unit

• Wired FSLs with New Stock: For Wired Forward Stocking Locations (FSLs), the stock is always maintained as new. This applies to specific countries, including Brazil, Indonesia, India, Philippines, and Vietnam.

• If a customer receives a replacement unit that is faulty or arrives in poor condition twice. Involve RMA Leadership for approval to process a new unit.

Attachment 1