When a legacy Blue Coat appliance that has failed needs to be returned to the repair facility in the USA, please return all items that were included in the accessory kit, which includes the power cord, serial cable, mounting brackets, installation guide, and associated hardware or documents.
IMPORTANT NOTE—Please ensure that the recipient has an import/export license to go through the customs process. Symantec’s policy is that the customer is fully responsible for importation back into the country for the standard/RTF service option.
Remove any customer-installed option cards and upgrades that you have purchased.
The customer will be shipped the repaired unit within 10 business days upon receiving failed unit at the US facility. Actual delivery time will vary; delays may occur during public holidays and/or weekends depending upon the geographical shipping region, destination or city you are located in, and shipping services availability and/or potential customs clearance delay. These variables can affect the total time to deliver the replacement product.
Step 1: Create an RTF Shipping Label
Put the following address on a shipping label and attach it to the return package (shipping carton outer surface).
Return to Factory Address:
Attn: Chuangbin Wen
39889 Eureka Drive
Newark CA 94560 USA
Step 2: For shipment from outside of the USA, please complete the Commercial Invoice(s) template (attached to this article), and print the Invoice on your company letterhead. Attach the Invoice(s) to the package.
The customer will pay the freight cost to ship the unit or part to Symantec for repair.
Step 3: Inform Symantec of the return tracking AWB#
Please email to [email protected] to inform us of your shipping tracking waybill number once it has become available.
Courier: (example: DHL/FedEx)
Tracking / waybill #:
Step 4: Return Shipment from Symantec.
Our RMA team will email you the shipping information when the unit is repaired and ready for return.
Symantec’s policy for the customer to be responsible for the import back into the country for the RTF service option.
Please do not hesitate to contact us, if you have any questions.
The appliance has no support contract but it is still under warranty or has a valid BlueTouch Standard 10 Days Return to Factory (RTF) entitlement https://www.bluecoat.com/support/support-policies/warranty-info
The address is now the Symantec address for RTF devices.
Updated the address to the new RTF address referenced in SFDC.