Description
This articles describes the how to obtain a replacement FortiToken in the event of a hardware failure.
Scope
FortiToken hardware replacement.
Solution
Fortinet sells the FortiToken with a 12 month hardware warranty. The hardware warranty period starts on the day of the reception of the FortiToken by the customer, or automatically on the day of the shipment of the FortiToken by Fortinet. Fortinet will not extend the 12 month period under any conditions. Fortinet may request that a copy of the invoice or purchase order is supplied to show that the claim is within the 12 month warranty period.
The RMA replacement is made on a Return and Replace basis only, with the customer paying all shipping costs for the return of the defective FortiToken to Fortinet.
The FortiToken cannot be registered on the Customer Service & Support Web Portal.
Warranty claims for the RMA replacement of a FortiToken may be made by opening a ticket on the Fortinet Customer Service and Support portal. The ticket should be opened against the serial number of the FortiGate unit with which the FortiToken has been activated. The serial number of the FortiToken should then be entered into the description field of the ticket.
If the associated FortiGate unit is no longer under contract or warranty, then create a Customer Service ticket to request the replacement of the FortiToken, or telephone the regional Fortinet Support Center for assistance.
Once the RMA request has been approved by the Fortinet TAC the ticket will be updated with the details of the depot to which the faulty FortiToken is to be returned.
