维修门户常见问题解答

Zebra 提供以下信息，以帮助解决有关使用 Zebra 维修订单门户的常见问题。此门户可为移动数据终端、条码扫描器、RFID 设备、平板电脑和打印机获取维修授权并提交维修订单。您可以在Zebra 维修页面上找到其他资源。

What is a customer reference number?
The repair order portal enables customers to use your company’s internal tracking number for each device on a repair order. In the Add Products screen, there is a Customer Reference Number field, which is a free-form text box. Each device added to the repair order can have either the same reference number or a unique one.
How can I edit/remove a contact or billing/shipping address from view in the Portal?
You can edit the phone number for a contact, but currently, you cannot delete a contact using the Repair Order Portal. This restriction exists because a contact may serve multiple purposes beyond repair orders, and they might be associated with an ongoing order. If you want to request the removal of a contact from view in the Portal, raise a case using the Case Online Form, select Zebra Enterprise Support, click Repair Inquiry, and then Proceed with the Repair Inquiry.

To modify the phone number for a contact related to a specific repair order, follow these steps: click on the Contact drop-down field, select the contact you wish to edit, and then click the Update Phone Number button to enter and save the new phone number.
How do I select the right serial number when asked to pick from multiple options?
In some cases, a single serial number may correspond to multiple product descriptions. Select the option in the Serial Number / Product Name popup window that matches your product name and corresponds to the Job Type (which can be either Warranty, Contract, or Billable). If none of the options match, please follow the Dispute Device Entitlement repair guide
I cannot find or don’t know the serial number of my damaged device. What should I do?
In this situation, go to the Add Products screen and check the box that says, “I don’t have a Serial #.” You will then be prompted to select your product model. Adding a unit to the repair order without a serial number cannot be validated for entitlement. As a result, the repair will be classified as a per-incident repair (billable, time, and material repair).

If you believe the unit is covered under warranty or contract, please use the dispute process immediately after adding the item to your cart but before submitting the repair order.
For more information, refer to Repair Guide: Dispute Device Entitlement
How can I specify the OS version/not to reimage the OS on my legacy Xplore or Zebra rugged tablet?
When adding a product on the Add Products screen, you will see an additional drop-down menu for OS Selection on the right side of the screen. This drop-down includes various versions of Android and Windows operating systems. There is also an option to select "Do not reimage" if you prefer not to reinstall the operating system. Additionally, you can choose "Other," which allows you to specify an unlisted OS version in the Problem Details section if necessary.
What should I do if the Repair Order Portal shows the repair as “Billable” when my device is covered under Warranty or Contract?
If you believe a contract or warranty should cover your device, select "Dispute" in the details section of the Repair Order creation screen, and then choose either "Contract" or "Warranty" as appropriate.

Please note the following:
- If you select "Contract," you must provide the contract number.
- If you select "Warranty," you must include the purchase date.

Additionally, you can attach supporting documents, such as a copy of your contract or proof of purchase, to help with the dispute resolution process. The Zebra Repair Help Desk will review your dispute and verify the coverage status of your device. You may be contacted for further information if needed.
For more guidance, visit Zebra Repair Guides, where you will find the Dispute Device Entitlement guide. This guide offers a step-by-step process for disputing a billable repair.
How do I know when my order is successfully completed and I can send my units for repair?
After confirming your Contracted or Warranty order (or submitting payment details for Per Incident / Billable repairs), you will be directed to the Order Confirmation page, which states, “Your repair order has been placed.”
How do I edit or cancel a submitted repair order?
Please be aware that a repair order will be automatically canceled if the device is not received within 30 days. No further action is required on your part to change the status of the order. If you wish to edit or cancel a submitted order within this 30-day period, raise a case using the Case Online Form, select Zebra Enterprise Support, click Repair Inquiry, and then Proceed with the Repair Inquiry. Make sure to provide your order number and the details of your request.
Can I process more than one product on a repair order?
Yes, there is no limit to the number of products that can be added to a repair order. After you enter the information for the first product on the Product Details screen and add the item to the cart, the data entry fields will reset, allowing you to add additional devices. We recommend using the bulk load functionality in the Repair Order Portal for larger orders, as it is faster and more efficient. For more information on performing a bulk upload, refer to Zebra Repair Guides and select “Bulk Load”.
Do I have to wait for the Bulk Load feature to complete before going elsewhere in the Repair Portal?
The feature loads your data in the background, allowing you to log out or navigate to other areas of the Portal while this process is ongoing. For example, you can check the Repair Status tab simultaneously. Once the loading is complete, you will receive an automatic email notification.
You can also track the progress of the bulk load using the Bulk Load Status field in the Repair Orders tab. When the bulk load is finished, the status will indicate either "complete" or "complete with errors," letting you know if you can proceed with your order submission.
If I made an error earlier in the order creation process but did not realize it until the summary screen, can I go back and edit that information?
In the line-item table of the Review Cart screen, click on the pencil icon to make the necessary changes and then click the "Next" button to continue with order submission.
What is the standard processing time for a repair order?
Standard repair turnaround times differ based on whether the unit is covered by a Zebra OneCare service contract or the manufacturer’s warranty.
For devices under a Zebra OneCare SV (Special Value) contract, Zebra aims to repair the product within five (5) Support Days from when it is received at the service center. For those with a Zebra OneCare Essential contract, the goal is to complete repairs within three (3) Support Days. If a device is covered by a Zebra OneCare Select contract, Zebra may provide a replacement if entitled by contract for malfunctioning products that require repair and have the appropriate repair authorization, shipping either the same day or within 24 hours. For malfunctioning devices that are not entitled to replacement, Zebra aims to complete the repairs within 24 hours or the next business day.

Please note that turnaround times may vary by region; for more information, raise a case using the Case Online Form, select Zebra Enterprise Support, click Repair Inquiry, and then Proceed with the Repair Inquiry. Make sure to provide your order number and the details of your request. While the service will be conducted with reasonable skill and care, turnaround times are objective estimates and not guarantees, as product issues vary in severity. Repair services and turnaround time measurements occur during Support Days.

The standard turnaround time for Per Incident Repairs (Time-and-Material or Billable repairs) is ten (10) business days once the device has been received at the repair depot. Zebra cannot guarantee turnaround times for warranty repairs.
I just purchased a device that arrived damaged/defective on arrival (DOA). How should I handle this?
Please note that a DOA (Defective on Arrival) claim cannot be submitted through the Repair Order Portal. Instead, please contact your place of purchase, reseller, or partner directly. All Zebra resellers and partners can find resources related to the DOA process here: Partner Portal DOA Support.
How do I add a line for battery maintenance?
Only batteries that are covered under Zebra OneCare battery maintenance contracts may be returned for replacement through the Repair Order Portal. To confirm coverage, go to the Add Products screen and enter the device's serial number associated with the battery you wish to return. After adding the unit to your cart, you will see a prompt asking, “Do you also want to return the battery?” Click the OK button and two items will be added to your cart: one for the device and one for the battery. If you do not want to return the device and only wish to return the battery, click on the line for the device and select the Delete button to remove it. Once we receive your battery, a replacement will be sent to you. For any other battery services, refer to your contract for more information.
What is a Repeat Repair?
All repairs completed at the Zebra Authorized Repair Center come with a 30-day warranty. If a device that has been repaired fails for the same reason within 30 days of receiving it back from the Repair Center, this second failure qualifies as a “Repeat Repair” as long as the device has not suffered any physical or liquid damage. In such cases, the unit will be repaired at no cost to the customer. For more information, refer to the following Terms and Conditions (https://www.zebra.com/us/en/terms-conditions.html).

You can use the Repair Order Portal to initiate a repair order for this situation. Follow the regular process for submitting your repair order. If the repair is marked as billable, you can flag it as a Repeat Repair using the Dispute functionality. You can find the Dispute Device Entitlement training guide on the Zebra Repair Guides page, which will provide a step-by-step guide on how to dispute a billable repair.
How can I find out if my device is under warranty or contract?
After logging into the Repair Order Portal, click the "Validate Warranty and Entitlement" tab. Enter the Serial Number(s) in the designated field and click the "Validate" button. The system will then display the model information along with the current warranty or contract details for the device(s).
For more guidance, you can follow the Repair Guide: View Device Entitlement

我会收到维修通知电子邮件吗？
是的，您可以订阅有关维修状态的自动电子邮件通知。用户设置指南提供了不同类型的通知和可用订阅选项的详细说明。

或者，您可以使用在线工单表格创建工单，选择“Zebra 企业支持”，点击“维修查询”，然后点击“进行维修查询”，并提供您在提交维修请求时使用的电子邮件地址。要设置您的电子邮件偏好设置，请遵循以下步骤：

在“维修电子邮件通知订阅状态”下，单击下拉菜单进行选择：
- **各种**：您将收到维修状态通知和操作提醒。
- **例外**：您将仅收到操作提醒。
- **无**：您将不会收到任何通知或提醒。

维修状态通知会在我们的维修中心收到您的设备以及将设备寄回给您时发送。
当您创建的维修订单所需的操作过期时，操作提醒会通知您。这包括为计费订单提供付款或采购订单的提醒（不在服务合同或保修范围内）。对于预先换货，如果我们的维修中心未在规定的时间内收到需要换货的故障设备，您可能还会收到提醒，要求您寄回需要换货的故障设备。
我能否查看我自己或公司中其他人提交的维修订单状态？
如要查看维修状态，请转到维修订单门户主页，并点击“维修状态”。屏幕将自动显示贵公司在过去 30 天内创建的各种订单，按照时间顺序列出。您可以按日期过滤结果，或搜索特定的订单号、序列号或客户参考编号。此外，用户还可以选择将默认设置调整为仅显示他们自己提交的维修订单。有关修改用户设置的信息，请参见以下指南：用户设置
如何管理我在“维修状态”页面上看到的维修内容？
默认情况下，您可以查看通过公司账户提交的各种订单，无论是谁创建的。但是，如果您点击“设置”的“齿轮”图标并转到“其他首选项”部分，则可以选中“仅查看我提交的维修订单”框。这将限制您仅查看已创建的维修。
我的维修显示为搁置，；我如何判断部件何时到达？
Zebra 技术人员分析或测试提交维修的设备时，可能会发现所发现的故障需要一个或多个更换部件，而这些部件当前不在我们的库存中。在等待部件时暂停的订单，在维修订单详情屏幕的“维修订单”选项卡上，子行状态会标记为“暂停”。我们库存部件的预期到达日期将会记录在行级别的“部件到期日”字段中。
请在此处参阅完整指南：查看维修详情
维修订单状态有哪些，分别意味着什么？
维修订单有两个级别的状态：订单状态和订单项状态。订单状态表示整个订单的总体状态，而订单项状态与维修订单中每个单独设备的状态相关。下面列出了各种订单和行项目状态，以及每种状态的简要说明。

订单状态值
- 待处理：订单已创建，但作业信息尚未发送到服务中心。
- 已提交：信息已发送到维修服务中心，但正在等待收据。
- 已关闭：维修订单已完成。
- 已取消：维修订单已取消。

订单项状态值
- 待处理：订单已创建，但作业信息尚未发送到服务中心。
- 等待中：信息已发送到维修服务中心，正在等待接收。
- 已接收：授权维修中心已收到维修项。
- 已开始维修：维修中心已开始维修。
- 维修完成：维修已完成。
- 运送中：维修项已寄出。
- RMA 已关闭：订单已完成并关闭。
- 已取消：维修项已取消。

在Zebra 维修指南页面上，您可以找到培训指南“ 查看维修详情”，该指南将帮助您进一步了解从何处获取维修信息。
我何时能收到维修或更换的设备？
通常，对于保修内和时间和材料 (T&M) 内的维修，我们力求在 10 个工作日内寄出维修后的设备。对于合同维修，预计周转时间将在您的服务协议中指定。将合同项添加到购物车时，维修门户上也会显示周转时间。

我应该使用哪种互联网浏览器来优化我的体验？
Zebra 建议使用 Google Chrome 访问维修订单门户。虽然门户可以在其他浏览器（如 Internet Explorer、Microsoft Edge、Firefox 等）上运行，但您可能会遇到性能问题或屏幕内容限制。
维修订单门户支持哪些语言？
门户可用的语言列表始终显示在您点击 Zebra 维修页面左侧的登录按钮时出现的下拉菜单中。自 2018 年 7 月起，门户支持以下 18 种语言：阿拉伯语、中文、捷克语、荷兰语、英语、法语、德语、希伯来语、意大利语、日语、韩语、波兰语、葡萄牙语、俄语、西班牙语、瑞典语、泰语和土耳其语。
如果忘记密码或想更改密码，该怎么办？
从门户登录页面。选择不知道您的密码？该链接位于“登录”按钮下方。点击链接并输入您的用户名。临时密码将发送到您在门户用户账户上注册的电子邮件地址，同时还将发送关于重置密码的说明。届时，您可能还需要为您的账户个人资料选择和回答安全问题。
如何更改我的用户个人资料信息？
使用在线工单表格创建工单，选择“Zebra 企业支持”，点击维修查询，然后点击继续维修查询。包括尽可能多的关于您的问询的信息。
如果我长时间使用门户，我的会话会自动结束吗？
在使用门户时，您的登录会话将保持活动状态。但是，如果您处于非活动状态超过 2 小时，您的会话将自动超时，并且您将从系统中注销。对于主动提交和跟踪维修订单的用户，此政策有助于我们保持理想系统性能。
为什么门户主页有时加载时间很长？
对于某些用户，初始加载主页可能需要一分钟或更长时间才能完全显示开始屏幕的所有组件。加载时间会受到高峰期访问系统的用户数量的影响。此外，某些语言版本的门户可能需要较长的加载时间。我们不断努力提高门户性能。

我应该将我的设备寄送到哪里？
提交维修订单后，用户将收到一份确认函，其中包括一份附有寄送地址的寄送清单；或者，根据服务权限级别，他们可以直接在门户工具中生成寄送单或安排上门取件。 <前缀> <数据> <后缀 1> <后缀 2>。
提交维修订单后，我需要随设备一起寄送什么？
提交维修订单后，请打印寄送清单文件，包括设备的寄送地址。打印的装运清单必须与您送修的产品放在同一个包装盒中。
请不要寄送消耗品或配件，例如 SIM 卡、存储卡、天线、电缆、外壳、触控笔或手册，因为 Zebra 无法为此类产品退货。
Zebra 是否承担将设备寄送至维修站的运费？
Zebra 为符合条件的国家/地区的合作伙伴和客户提供免费的预付费寄送单，这些合作伙伴和客户使用在线维修订单门户为 Zebra OneCare 合同范围内的设备申请维修。此标签可用于通过 Zebra 偏好承运商的陆运将设备退回 Zebra 维修中心。完整详情请参阅预付费货运标签优惠页面。
如何生成预付费寄送单？
对于符合要求的客户，请按照生成预付费寄送单的分步指南操作。也可以从预付费货运标签优惠页面或Zebra 维修指南访问该指南。
当我点击“生成寄送单”时，我收到一条消息，表明我不符合条件。为什么？
提交维修订单后，只有符合条件的订单才能获得预付费货运单。有关更多信息，请参阅标题为“Zebra 是否承担设备寄送至维修站的运费？”的常见问题解答。此外，只有与取件/取件服务签订合同的设备才能使用本服务。如果您的设备不符合要求，请退出屏幕并等待订单授权电子邮件，其中包括 RMA 编号、发货清单、发货地址和说明。如果您认为自己有权获得收件/取件服务，请遵循标题为“如何为有争议的合同承保产品安排预约取件？”的常见问题解答中介绍的争议解决流程
如何为有争议的合同承保产品安排预约取件？
按照以下步骤使用维修订单门户：
1. 完成争议范围/权限部分。
2. 提交订单以供维修服务台审核。
  
  您收到电子邮件通知，确认争议已以对您有利的方式解决后，重新登录门户。前往订单状态页面，查看您的订单，然后选择屏幕顶部的“安排取件”按钮。
<前缀> <数据> <后缀 1> <后缀 1>。 Zebra 使用什么退货运输方式将维修后的设备寄回给我？我是否可以指定用于寄回维修后设备的承运商？
维修后的产品将使用 Zebra 的偏好承运商，通常通过经济的陆运方式免费寄回给您。如果您愿意，您可以自费选择承运商和/或更快的运输方式。要指定您选择的承运商和各种运输偏好，请使用“货件详情”界面中的“寄回货件详情”部分。
我必须填写“寄回货件详情”吗？
“寄回货件详情”部分为选填。仅当您想指定自己选择的承运商或升级到更快的退货运输方式时，才应填写这些字段。如果您选择其他承运商或升级交付方式，客户将负责支付运费。如果您的合同包括从备件库补充设备的预先换货或 Fastrack 服务，则无需填写此部分。

诊断服务属于什么？
诊断服务（第 1 级）包括以下诊断服务，以及使用 Zebra 的偏好承运商和标准方法向客户退货：对“未发现故障”(NTF)/“未发现故障”(NFF) 的产品评估，或产品维修通过软件、操作系统或固件恢复解决的问题，没有部件消耗的问题，或因为提供的信息/授权不足而将产品退回客户，或因为 Zebra 提供的报价（或重新报价）被或未在 30 天内收到客户对报价（或重新报价）的回复。
如何确定计费维修的报价？
在维修注册期间，将根据客户产品和报告的损坏提供估计报价或固定层级。客户有责任进行彻底的分类以准确诊断问题，而此诊断正是创建 Zebra 报价的基础。如果在 Zebra 维修中心检查后，所需维修与客户的自我诊断不同，客户将收到修改后的报价。
此类报价可以直接在维修订单门户中获得批准。
要处理有效报价，您可以遵循 Zebra 维修指南：管理报价。
根据维修范围，客户维修发票上的最终价格等于或低于批准的报价。
如何输入多个 PO 编号和 PO 文件？
在付款屏幕上，当显示采购订单 (PO) 付款选项时，有一个标记为“我有多个 PO”的复选框。如果选中此复选框，将显示维修订单中各种可计费行，您可以为每行输入单独的采购订单编号。此外，您还可以使用“Attach File”按钮将多个 PO 文件附加到维修订单中。
我可以在付款时更改我的账单信息吗？
是的，可以！为了方便您使用，我们增强了支付界面的功能。作为用户，您可以从多个账单地址中进行选择，同时完成单次维修订单的付款。必须为您的用户帐户配置多个地址才能执行此操作。如果您要使用的公司账单地址不可用，您可以直接在此屏幕上创建新的地址。此外请注意，您可以在门户设置中更改默认账单地址。