Support

Defective Parts Replacement and Material Return Instructions

Data Domain provides hardware exchanges via Advance Replacement to those customers and partners who have a valid entitlement under a service contract or product warranty. Advance Replacement provides for Data Domain to ship a replacement part in advance of the defective part being returned-- expediting the repair. Defective parts are returned to Data Domain via the Return Material Authorization (RMA) process. Below are the steps necessary to initiate an advance replacement for a defective part and instructions for returning the defective part via the RMA process.

All Advance Replacements must be initiated by the creation of a Data Domain Support Case via our support website, unless auto-generated. In order to ensure timely delivery and support, the shipping location "address" must be accurate within the Data Domain Data Base.

To request an Advance Replacement and an RMA, please log into your Data Domain Support Portal and submit a case**.

  • Login here: https://my.datadomain.com/
  • Click on 'Support Cases' in the left hand navigation bar
  • Click on 'Create new case'


    • ** If a case was auto-generated, please skip this series of steps.

To properly process your Advance Replacement request in a timely manner we require the following information:

  1. A technical support engineer will work with you to troubleshoot the issue and determine if hardware replacement is required.
  2. If required, the technical support engineer will initiate the Advance Replacement by obtaining the following customer information:

    • Product Serial Number
    • Company Name
    • Shipping Address
    • Contact Name
    • Contact Phone Number
    • Contact email address
    • Problem Description
    • Product Model Number
  3. Replacement parts will be shipped to the customer’s desired location in accordance with their Support Level Agreement.


    • Next business day shipments will typically arrive by 10:30 am the business day after the order.
    • Same day or 4-hour shipments will be delivered by an express courier.
  4. When the Advance Replacement has shipped, the customer will receive a shipment notification with Estimated Time of Arrival of the parts and/or Field engineer. The RMA number will be the Data Domain case number.
  5. The replacement part will be delivered with installation instructions included in the packaging. Return shipping instructions and a pre-paid/addressed Return shipping label will be attached to the box. Please retain for return shipment. The RMA/Case number should be clearly marked on the outside of the packaging. If not, please help us by documenting the RMA number clearly on the return packaging
  6. If the service call included a Field Engineer (FE) to perform the maintenance, you can expect the FE to coordinate the return shipment.
  7. If the replacement of an entire unit or chassis is necessary, due to the size and weight, the FE may elect to repack the defective chassis and prepare for return pick up from the customer location

When returning products to Data Domain, follow the return instructions provided with the Advance Replacement shipment. Data Domain products should be returned within thirty (30) days from date of receipt.

Parts deemed consumable by Data Domain do not require a return shipment and will not include return instructions unless required by local environmental regulations (such as the European Union WEEE Regulation)

Defective products that are not returned within thirty (30) days of receipt are subject to invoicing for the full list price as stated in the most current Data Domain price list. Failure to pay the invoice or return the defective product may result in the suspension of Services by Data Domain.

If the service call included a Field Engineer (FE) to perform the maintenance, you can expect the FE to coordinate the return shipment. All material returned to Data Domain must follow the return instructions.

If you have any questions regarding an RMA return or did not receive return instruction with your shipment, please log into the Data Domain Support Portal, https://my.datadomain.com, and request RMA instructions by adding a comment to your existing case. If you do not have access to the case, please call. Phone numbers can be found here: http://www.datadomain.com/support/contact-support.html