[c-nsp] 3rd party flash again - Cisco says they won't support a switch using it.

[Paul Stewart]

Hey Chuck..:)

We posed this question to Cisco a couple of years  back and their
unofficial response was basically this:

They will cover equipment with Smartnet (hardware/software and support)
even with 3rd party memory.  If a technician is called onsite for
hardware reasons they will pull the memory that is 3rd party and then
diagnose the issue.  They basically "will not touch 3rd party memory". 
If they determine that the 3rd party memory is the actual cause of the
problem, they *may* bill you for the service call.

Having said that, a few months back we had a 3662 crap out at a remote
site... they sent the hardware to the site within 4 hours as per the
Smartnet contract.  The memory on the motherboard all-in-one unit was
3rd party.. not even Cisco memory.  So I'm really not sure what they can
say when they don't use their own memory on replacements sometimes.

As for actual telephone support when 3rd party memory is involved, we've
never had an issue opening a ticket... in all truth they never ask what
kind of memory you have neither... at least in our experiences.

Does this answer your question or at least help? 

Take care,

-- 
Paul Stewart
Network Solutions Specialist
Nexicom Inc.
http://www.nexicom.net/

1-888-639-4277 x927
(705)932-4127 Direct
(705)932-2329 Fax
pauls at nexicom.net


On Tue, 2004-08-17 at 21:04, Church, Chuck wrote:
> This is the response I got from the Partner help line.  They won't offer
> any support for a switch using it.  But being involved a little with
> performance car parts and such, that seems to violate the Magnuson-Moss
> act, which I believe says you can't invalidate a warranty on something
> with an 'aftermarket' part, unless that part is the real cause of the
> problem.  So I searched, and even found a link on Kingston's own site
> talking about this:
> http://www.kingston.com/company/warrantyissues.asp
>     I can understand them stating that for no-name brands, but Kingston
> has been a top maker for years.  Can someone from Cisco on this list
> maybe offer a better explanation of this?  Offline is fine.
>  
> Thanks,
>  
> Chuck Church
> Lead Design Engineer
> CCIE #8776, MCNE, MCSE
> Netco Government Services - Design & Implementation
> 1210 N. Parker Rd.
> Greenville, SC 29609
> Home office: 864-335-9473
> Cell: 703-819-3495
> cchurch at netcogov.com  <-note new address!
> PGP key: http://pgp.mit.edu:11371/pks/lookup?op=get&search=0x4371A48D
> 
> 
> 
> ----------------------------------------------------------------------------
>  NOTE: As of 8/1/2004 my email address has changed to cchurch at netcogov.com
> ----------------------------------------------------------------------------
> 
> 
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