Per Incident Repair in LATAM

PER INCIDENT (BILLABLE) REPAIR CHANGES IN ARGENTINA, BRAZIL, COLOMBIA, AND MEXICO

Zebra is making important changes to our process for per incident (billable) repairs in Argentina, Brazil, Colombia, and Mexico. This time-saving process applies only to repair of Zebra devices that are not covered by an active Zebra OneCare Support Service contract or Zebra hardware warranty. The new process provides customers with faster repair quotations (usually instantaneous when submitted via the Repair Order Portal) and avoids unnecessary packaging and shipping of devices that customers do not approve for repair.

The following revised process will come into effect on November 11 in Argentina, Brazil, and Mexico and on November 18 for Colombia.

 

New Per Incident (Billable) Repair Process

1)  At the time of RMA request (using either Zebra’s Repair Order Portal* or the Zebra Repair Request Form):

         A) Indicate the reason for repair, using Zebra’s problem categories and codes. Learn More Below

         B) Zebra will provide an immediate repair quotation based on your problem diagnosis.  Learn More Below.

         C) Submit a purchase order at the time of repair authorization, if you accept the repair cost and wish to proceed with device repair. (Zebra will then send you a repair              authorization email, including shipping instructions and a shipping label.) Learn More Below

2) Send your device to the Zebra Repair Center, using the shipping instructions and label information provided.

3) Zebra Repair Technicians will then diagnose the fault with your device.

         D) If the required repair will be more (or less) extensive the problem you identified, a new repair quotation will be issued for your approval.
              You have 30 days to accept a revised repair quotation, or the device will be returned to you unrepaired and you will be invoiced for a diagnostic fee.
              Learn More Below

         E)  If their diagnosis is consistent with the problem you identified, the device will be repaired and returned to you, and you will be invoiced for the amount of your submitted purchase order. Cash in advance customers (those who do not have payment terms established with Zebra) will be required to provide payment before the device is returned to you. Zebra’s Per Incident Repair Service is performed by factory trained and authorized technicians, utilizing Zebra certified parts and test fixtures required to complete expert level repair services.

See below for more detailed information about the new Per Incident Repair process


Additional Information about the Per Incident (Billable) Repair Process

Customer Action Repair Requests Submitted Using the Repair Order Portal Repair Requests Emailed to Zebra

A)
Identifying the Problem Category and Problem Code

Note: Click here for a complete list of problem category and problem code values

Be sure to take the time to properly identify the problem, as your self-diagnosis will be used to generate your repair quotation.

From the Add Products Screen, enter the serial number and select the appropriate diagnosis from the Problem Category and Problem Detail fields. Click Add to add the device to your cart, enabling an immediate repair quotation.

Be sure to take the time to properly identify the problem, as your self-diagnosis will be used to generate your repair quotation.

Select the appropriate diagnosis from the Problem Category and Problem Code fields on the Repair Request Form. Click the submit button to email the completed Repair Request Form to Zebra's Repair Help Desk.

B)
Reviewing the Repair Quotation
The repair quotation will immediately display in the Net Price field on the Add Products screen. The job type will reflect ‘billable’.

An automated email with an attached repair quotation will be sent to the RMA requestor for review and approval.

Please note, you have 30 days, from the day you receive the repair quotation to provide a response. If we do not receive a response, the service order will be cancelled.

C)
Approving the Repair Quotation & Providing a Purchase Order Document
You are required to provide a PO number and attach the purchase order document prior to repair order submission. The Payment Details screen will prompt you to enter a PO number into the Purchase Order # field and attach the PO document in the Documents section. Respond to the automated repair quotation email, stating your approval of the repair quotation. Please remember to attach a valid purchase order document to your response.
Declining the Repair Quotation Either delete the entire cart or, if you have more than one device on your repair order, delete the billable repair and proceed with order submission. Respond to the automated repair quotation email stating that you decline the repair quotation.
Send the Device to the Depot

Use the shipping instructions and label information provided. Do not send the device unless you have approved the repair quotation and provided a valid purchase order.

Please note: Once the device is received at the Repair Center, Zebra Repair Technicians will then diagnose the fault with your device.

The following steps apply only if the repair is found to be more (or less) extensive than indicated by the original Customer diagnosis.

D)
Reviewing the New Repair Quotation

(After Repair Inspection and Diagnosis)

Zebra will contact you by email with the new repair quotation. Additionally, Repair Order Portal Users may also review the new quote on the Repair Order Portal.

Approving the New Repair Quotation & Providing a Revised Purchase Order Document

(After Repair Inspection and Diagnosis)

You may either:
- Reply from the automated repair quotation email, stating your approval of the repair quotation. A revised purchase order is required to confirm your acceptance of the revised repair quotation.
- Log into the Repair Order Portal and access the service order number from the Home Page. Follow the applicable steps to approve the quotation. A revised purchase order is required to confirm your acceptance of the revised repair quotation.
Reply from the automated repair quotation email, stating your approval of the repair quotation. A revised purchase order is required to confirm your acceptance of the revised repair quotation.
In both instances, you have 30 days, from the day you receive the new repair quotation to provide a response. If you do not respond or provide a revised purchase order, the device will be returned to you unrepaired and a diagnostic fee will be charged for the cost of the inspection and diagnosis. For more detailed information please refer to the terms and conditions provided with the repair quotation.

Declining the New Repair Quotation

(After Repair Inspection and Diagnosis)

You may either:
- Reply from the automated repair quotation email, stating your approval of the repair quotation.
- Log into the Repair Order Portal and access the service order number from the Home Page. Follow the applicable steps to decline the new quote.
Reply from the automated repair quotation email, stating that you decline the new repair quotation.
In both instances, the device will be returned to you unrepaired and a diagnostic fee will be charged for the cost of the inspection and diagnosis. Please note, you have 30 days, from the day you receive the new repair quotation to provide a response. If you do not respond or provide a revised purchase order, the device will be returned to you unrepaired and a diagnostic fee will be charged for the cost of the inspection and diagnosis. For more detailed information please refer to the terms and conditions provided with the repair quotation.
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