The fix - send them a picture of the power supply with p/n and s/n showing (thanks to my support guy for thinking of that). Support updates the database so that shows as a serial number, and then passes it to the RMA people to provide an RMA. Makes me wonder - something that could almost be automated takes multiple people at Juniper to touch it, send a dozen or more emails, requires me to keep asking, making phone calls, bugging my local rep, etc. Hopefully this is an exception, not a sign of the way things are from now on.