NEW NORTEL PRODUCTS: DOA & Warranty Repairs

Return Policy

Please note: Due to strict Nortel Networks return policy, we cannot issue refunds for NEW "non-faulty" products already purchased.  Please check to ensure that you are ordering the correct product/item!

DOA is defined as an out of box failure by Nortel Networks.
DOA products are dead on arrival. 
Alpha Telecom will extend the DOA to include up to 7 days from purchase.
If the product is immediately available, Alpha Telecom will replace the product for you.
If the product is not available in stock, it will be shipped to Nortel following all DOA procedures, and a replacement will be given to you as soon as available.

All DOA items must be returned in original, unmarked and complete boxes.
The product must look like it had never been out of the box for Nortel to accept it.
They even double check the serial numbers between item and box.

If the product is in use for more than 7 days, or if the original packaging is not complete, the product will be treated as a warranty item.

Nortel's warranty policy is that the unit is shipped to Nortel for warranty repair.
Repair takes approximately 2 - 6 weeks. When the unit is repaired, it will be returned to the customer.
If we have one that was previously repaired, we will replace & ship that unit to the customer, and we will receive the repair from Nortel when it arrives.

We have a Return Authorization Program in effect. If anyone wants an advance replacement on DOA, or advance replacement for a Warranty item, the order must be accompanied with an RA form and RA number.
We will advance a replacement (if available) at full cost. When the item is received complete, a credit will be given.  The RA allows for bad product to be returned within 10 business days. In other words, you have 10 days to return equipment for credit.

Please be advised that again, DOA items MUST be returned in unmarked, undamaged, and complete boxes.

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To inquire via phone, call

905-204-6970

9:00am to 6:00pm EST