IP Office Technical Tip (Region: Global)

213: Hook Switch Issue on Selected Avaya Telephones

29th August 2008 - Full PDF Text Version

This Technical Tip is to update customers on the status of hook switch issues described in Technical Tip number 208. Avaya is now able to announce that the planned Advance Replacement program is available. The Advance Replacement details given in this document are for the EMEA and APAC regions only. For other regions please refer to Product Correction Notice 1651B or IP Office Technical Tip 208.

Original information (Abbreviated)

Avaya received reports of issues caused by faulty telephone hook switches. Affected telephones may unexpectedly go on and off hook. For further information please refer to IP Office Technical Tip 208. Research has shown that only a very small percentage of the telephones are affected, typically after 9-15 months of intensive use. New telephones in production have been modified to resolve the issues.

The issues are documented in the following Product Correct Notice (PCN):

PCN: 1651B
Access to PCN: http://support.avaya.com/

IP Office telephones that may be affected:

(For affected 2400 and 4600 telephones please refer to the PCN)

Advance Replacement Procedure

Advance Replacement for the telephones stated will be handled by Avaya’s nominated repair vendor, Multimessage Systems.

Please navigate to the following web page: http://multimessage.co.uk/Site/Repair/avaya.htm

You will see a button referring to "PCN 1651 IP Office Phones". Selecting this button will lead to a webpage that will allow you to request the Advance Replacement. Please fill out all the requested details to request an advance replacement.

Alternatively you can visit the Advance Replacement web page: http://multimessagelogistics.co.uk/index.php/advpcn1651

Advance Replacement conditions:

• This Advance Replacement program is only for telephones that exhibit the issues described. If the returned telephones are problem-free or exhibit a different issue, Avaya reserve the right to charge a handling fee of $50 per telephone. Also, if the telephone(s) have another issue and are out of standard warranty we will not automatically repair the phones but will offer to repair them at the normal rate.

• If the faulty telephones are not returned within 4 weeks after receiving the replacements, they may be charged at list price. Please refer to the web-page for details.

• Shipping Advance Replacement telephones is free of charge. As with any warranty case, the cost of shipping faulty phones back from the customer/Business Partner will be borne by the channel.

• Replacement telephones shipped are either new or "as new" meaning these are refurbished and have been cosmetically cleaned to provide an "as new" look and feel.

• Avaya reserves the right to end this program if the number of returns has substantially decreased and no returns have been requested for at least one month.

• If no Advance Replacement is required, customers can still use the normal repair process and any telephone with the issue will be repaired independent of manufacturing date.