Product Correction Notice (PCN)

Transcription

1 Product Correction Notice (PCN) Issue Date: April 13, 2009 Archive Date: April 30, 2011 PCN Number: 1678B SECTION 1 - CUSTOMER NOTICE This PCN address issues with the following products and systems: 1608 and 1616 IP Telephones Part numbers of the products covered in this PCN: 1608: IP PHONE 1608 BLK 1616: IP PHONE 1616 BLK

2 Does this PCN apply to me? This PCN applies only if you have a phone identified in the group below that is exhibiting a fading of the pixels on the LCD. It is an Extended Warranty Only. Following two conditions must apply for coverage under the PCN: 1. Only 1608 and 1616 IP Telephones that are experiencing a fading of the pixels on the LCD, and 2. Only 1608 and 1616 IP Telephones that are in the affected serial date code range (see below to determine if your set is included based on the serial number on the sticker on the back of the phone) Serial numbers are in the following format: YYLLWWSSSSSS YY: 2 digit manufacturing year LL: 2 digit location code WW: 2 digit manufacturing week: 01 thru 52 SSSSSS:6 digit serialization Phones in the following serial number date code range that may exhibit the issue: 1608 from: 07A734xxxxxx to: 08A725xxxxxx 1616 from: 07A743xxxxxx to: 07A748xxxxxx Please note: o The fading of pixels will not impact the service or functionality of the phone. The phone will continue to operate normally even after pixels are observed to be faded. Customers experiencing this issue should not be concerned that all of their population of sets will experience the problem. Customers experiencing this issue may continue to use their sets without risk that service will be interrupted. o Phones of the identified models that are inside the identified serial date code range above but are not exhibiting any fading of the pixels on the LCD are not covered under the PCN. o Phones of the identified models that are outside of the identified serial date code range are not covered under the PCN. o PSN002283u describes an issue related to garbage characters appearing on the display. The fading issue described in this PCN is a separate matter and is not associated with PSN002283u.

3 What you should do when you receive this PCN: No immediate action is required. Should you or your customer/account find phones experiencing the fading issue, please take action according to the terms and conditions of the PCN and customer need. Customers experiencing this issue should not be concerned that all of their population of sets will experience the problem. Phones of the identified models that are inside the identified serial date code range (see model and serial number requirements in Does this PCN apply to me? ) but are not exhibiting any fading of the pixels on the LCD are not covered under the PCN. Phones of the identified models (see model and serial number requirements in Does this PCN apply to me? ) that are outside of the identified serial date code range are not covered under the PCN. Description of PCN: For phones included in this PCN (see model and serial number requirements in Does this PCN apply to me? ) a small probability exists that a fading of the pixels on the LCD may occur. Users may observe pixels on the LCD that may appear to be light, faded or washed out. The issue appears to be seen most prevalently in the upper left hand corner of the display. The fading may also be seen in other areas of the display. The following is an example of an LCD experiencing some fading of pixels. Notice the fading of the D and H characters in the word DHCP below in the upper left hand corner of the display. What is the nature of the PCN? This PCN addresses and resolves the following issues: Hardware Users may observe pixels on the LCD of the phone that may appear to be light, faded or washed out. The issue appears to be seen most prevalently in the upper left hand corner of the display. The fading may also be seen in other areas of the display.

4 Level of Risk/Severity Class 1=High Class 2=Medium Class 3=Low Is it required that this PCN be applied to my system? The risk if this PCN is not installed: Is this PCN for US customers, non-us customers, or both? Does applying this PCN disrupt my service? Installation of this PCN is required by: Release notes and workarounds are located: How to determine if your product is affected: Required materials (If PCN can be customer installed): Class 3 No. The PCN should only be applied as phones demonstrate the above issues. Only phones included in this PCN (see model and serial number requirements in Does this PCN apply to me? ) that are also experiencing a fading of pixels on the LCD may be addressed. The risk is low. This issue will not impact the service or functionality of the phone. The phone will continue to operate normally even after pixels are observed to be faded. Customers experiencing this issue should not be concerned that all of their population of sets will experience the problem. Customers experiencing this issue may continue to use their sets without risk that service will be interrupted. Both No Customer or Avaya Authorized business partner NA Phones that are included in this PCN (see model and serial number requirements in Does this PCN apply to me? ). Users may observe pixels on the LCD of the phone that may appear to be light, faded or washed out. The issue appears to be seen most prevalently in the upper left hand corner of the display. The fading may also be seen in other areas of the display. The issue may be seen as a single character or several characters appearing to be faded. The problem will most likely present itself within the first 30 days of the phone being brought into service. If phones have been operating for many months without failure, the probability of failure is greatly reduced. The replacement part numbers for this PCN: 1608: IP PHONE 1608 BLK 1616: IP PHONE 1616 BLK

5 Provisioning instructions (If PCN can be customer installed): IF A FADING ISSUE IS OBSERVED: Customers should first check that their phones are included in this PCN (see model and serial number requirements in Does this PCN apply to me? ). Customers should then check the contrast settings on the phone by going to Menu/Screen/Contrast menu to ensure that the contrast has not been turned down to the lowest level. If the problem is not resolved by readjusting the contract level then: customers may return the phone to Avaya. Phones still under Avaya warranty or an AGS maintenance contract may be returned through the normal Warranty/Maintenance process (referencing the PCN). Phones no longer under warranty may also utilize the same process, referencing this PCN in the return claim. Contact the appropriate regional Avaya service rep to receive an RMA# allowing for the return of the units to Avaya per normal process. The RMA# must be included on the shipping carton along with the PCN # and the reason 16xx LCD Failure to ensure proper return processing at the warehouse. Customers will be provided with Advance Replacement phones as soon as material is available (please note: timing of order fulfillment will depend on the quantity claimed and Avaya may elect to replace phones in lots depending on the size). As needed the empty boxes from the new units just installed at the customer site should be used to repackage the claimed units for return to Avaya. This PCN will be in effect for 2 years after issuance.

6 Finding the installation instructions (If PCN can be customer installed): IMPORTANT NOTES ON THE TERMS OF THIS PCN: This is an Extended Warranty Only on installed phones. Avaya will provide like for like replacements for phones included in the PCN only that is exhibiting the fading issue Avaya reserves the right to provide replacements out of reworked stock. Avaya will replace phones included in the PCN that are exhibiting the fading issue until the PCN s expiration date. Avaya reserves the right to audit/inspect phones used under these claims and may reject claims deemed to be false or in excess of actual need. Avaya reserves the right to charge a 15% service fee for claims deemed to be false (or returns that are determined to have no problem). Reworked used units are identifiable with an "R" added to the end of the material code (Ex: R for a reworked 1608) on the unit, box, and over pack, and sealed with Avaya BLACK Security tape on the box instead of Avaya RED Security tape. New but Reworked un-used units (which have been reworked from Avaya warehouse inventory) will be sealed with Avaya BLACK Security tape on the boxes instead of Avaya RED Security tape. The material code will not include an R at the end. New units manufactured outside of the serial date code range in the PCN will be sealed with Avaya RED Security tape per normal process.

7 SECTION 1A PATCH INFORMATION How to verify the installation of the patch has been successful: What you should do if the patch installation fails? How to remove the patch if malfunction of your system occurs: Are there any security risks involved? Avaya Security Vulnerability Classification: Mitigation: SECTION 1B SECURITY INFORMATION Material Coverage Entitlements: Avaya Customer Service Coverage Entitlements: PCN material will be provided at no cost. Avaya is issuing this PCN as remotely installable by the customer. If the customer requests Avaya to install this PCN, it is considered a billable event as outlined in Section 4 (Software Updates and Product Correction Notices) of the Avaya Service Agreement Supplement (Full Maintenance Coverage) unless the customer has purchased an Avaya Services enhanced offer such as the Avaya

8 Services Product Correction Support offer. Additionally, Avaya on-site support is not included. If on-site support is requested, Avaya will bill the customer current Per Incident charges unless the customer has purchased an Avaya Services enhanced offer such as the Avaya Services Product Correction Support offer. Customers under the following Avaya coverage: -Warranty -Full Coverage Service Contract* -On-site Hardware Maintenance Contract* Remote Current Per Incident Rates Apply Installation Remote or Current Per Incident Rates Apply On-site Services Labor * Service contracts that include both labor and parts support 24x7, 8x5. Customers under the following Avaya coverage: -Software Support -Software Support Plus Upgrades -Remote Only -Parts Plus Remote -Remote Hardware Support -Remote Hardware Support w/ Advance Parts Replacement Help-Line Assistance Remote or On-site Services Labor Per the Terms of the Service Contract Per the Terms of the Service Contract Per Incident Customer (No Avaya Warranty or Avaya Service Contract) Help-Line Current Per Incident Rates Apply Assistance Remote or Current Per Incident Rates Apply On-site Services Labor Avaya Product Correction Notice Support Offer The Avaya Product Correction Support Offer provides out-ofhours support for remote and on-site technician installable PCNs, and Avaya installation for all Avaya issued PCNs that are classified as Customer-Installable. Refer to the PCN Offer or contact your Avaya Account Representative for complete details. Avaya Authorized BusinessPartner Service Coverage Entitlements: Authorized BusinessPartner Avaya authorized BusinessPartners are responsible for the implementation of this PCN on behalf of their customers. Any support or work performed by Avaya may result in Per Incident charges.

9 Avaya Contact List: Avaya Contact Telephone Number Global Support Services (GSS) Canada Customer Care Center Remote Service Center Hungary Caribbean and Latin America EMEA Services - Post Sales Technical Support Asia/Pacific Regional Support Center / and (India) 2008 Avaya Inc. All Rights Reserved. All trademarks identified by the or TM are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.