Having the customer pay for RMA returns

[mangorosi]

Although we have had Fortigates for over four years now, I had the pleasure to ask for an RMA recently.

Went well, got the device quickly, replaced it, when I went to print the return label it said I have to pay for shipping the device back. I don’t know about you guys, but I have never seen this with any other vendor. It really caught me by surprise.

I don’t have access to a company card, they are really not common here, so for me, as just a network engineer, it means that I have to pay for shipping put of my pocket. We pay Fortinet around 20k/year for support, how can they not cover this?

The only solution I got from their support was to change our contract to RMA Plus and we could then keep the broken devices (to do what with them?).

It really left such a bitter taste. I will for sure propose to change vendors in the next upgrade cycle, arguing that Fortinet is not serious enough.

[funkylicious]

it sucks, but it's stated here - https://community.fortinet.com/t5/FortiCare-Services/Technical-Tip-FortiCompanion-to-RMA-Services/ta... 

it appears that only Priority RMA has the return shipping costs covered