VIAVI Loaner Process and Expectations

Returning a VIAVI Loaner

To return a VIAVI loaner instrument, please follow these steps:

  1. Place the loaner instrument into the box that the serviced instrument was returned in.
  2. Print the appropriate shipping label.
  3. Call UPS to arrange a pickup or drop off the package at your nearest UPS Store.
MaxCare

Scheduling Your Next VIAVI MaxCare Loaner

If you need to schedule a VIAVI MaxCare loaner for service, please keep the following in mind:

  • Schedule calibration loaners in advance; a lead time of 6 weeks is appreciated.
  • Loaner instruments for service are scheduled based on availability.
  • If you need a loaner for more than RMA, schedule each in advance. Do not retain the loaner for the next RMA if it was not previously scheduled, as it may already be committed to another contract holder.  

VIAVI Loaner Expectations

VIAVI works closely with customers to ensure a smooth loaner process. Please note the following expectations:

  • Return the loaner unit within 10 days of receiving your serviced instrument.
  • Failure to return the unit within this timeframe may result in charges for the loaner and termination of the loaner contract. See VIAVI Care Terms and Conditions.

The VIAVI Loaner Process

  1. Customers requiring repair or calibration with a VIAVI MAXCARE service contract should contact the Technical Assistance Center (TAC) or Customer Service.
  2. Customer Service receives the RMA request from the customer.
  3. Customer Service verifies the VIAVI MAXCARE fault, calibration, or loaner support plan and generates an RMA number.
  4. Customer Service notifies the loaner team and checks loaner availability.
  5. Customer Service provides the RMA to the customer, explains the VIAVI loaner process, and sets expectations for the loaner return.
  6. The loaner team ships the loaner instrument to the customer within the defined service level agreement (SLA).
  7. The equipment for repair or calibration is sent to the VIAVI Service Center once the loaner is received. Customers should use the same loaner box to send their unit to the service center.
  8. Once repaired or calibrated the equipment is returned to the customer, along with a shipping account number to use for the return shipping label of the loaner unit.
  9. The loaner is then sent back to VIAVI after repair or calibration is verified, using the same box that was shipped to the customer, within 10 days of receiving the serviced unit. 
The VIAVI Loaner Process


One loaner per transaction. If multiple loaners are needed, that needs to be requested upfront. Loaners are based on availability. Loaners are to be returned after each use and not kept for the next unit to be repaired/calibrated unless previously arranged with VIAVI. Loaner ship to address must be a customer address and not a home residence.

VIAVI Care