Beginning November 11:
- Subscribe to receive Repair Status Email Notifications to be automatically notified as your device progresses through the repair process
- You may notice that your Repair Documentation comes in a new, automated and more informative format; and your Repair Authorization (RMA) Numbers will have a different structure, reflecting our upcoming systems changes.
- When you have a repair for a device not covered by an active Zebra OneCare Support Service contract or warranty, please follow the revised Per Incident Repair Process for these billable repairs.
- On November 18: Begin using Zebra’s Repair Order Portal to submit and track repair requests
Repair Order Portal
Beginning November 18, Zebra’s Repair Order Portal becomes the primary method for repair customers to submit repair requests and track repairs of mobile computers, scanners, and mobile printers. For all other printer repairs, please contact a local repair partner.
Portal Features and Benefits
The Repair Order Portal offers customers an easy, convenient, fast tool, in your local language. By using the secure portal, you’ll enjoy these benefits:
- Submit repairs online for devices covered by active Zebra OneCare® Support Service contracts or a Zebra warranty
- Receive instantaneous repair authorization (RMA) numbers
- Submit per incident (billable) repairs
- Receive instantaneous repair quotations for per incident (billable) repairs, and approve them online
- Subscribe to automatic repair status email notifications
- View repair status for individual device repairs online
Accessing and Using the Portal
Zebra’s secure Repair Order Portal requires one-time registration prior to logging into the tool. Visit www.zebra.com/repair to access the Portal, get more information, and register. Partners, please contact your Zebra Partner Administrator for access.
Our Resources & Training page includes FAQs, how-to guides, video demos, and a schedule of live classes.
Repair Status Notifications
For many of our Zebra repair customers, the most convenient option for obtaining repair status is subscribing to automatically receive emails – when your device is received, repair is completed, your device is shipped, and if your repair is on hold awaiting parts. Visit our Repair Status Page on Zebra.com to learn more about these email notifications, how to subscribe, and additional options for obtaining repair status information.
New Repair Documentation and Return Authorization (RMA) Numbers
Beginning November 11, you will notice changes to repair documentation and return authorization numbers. These changes align the Latin America repair experience with the process and format we use in other regions. As a result of these changes:
- When your repair request (RMA) is processed, you will receive an automated email with your repair authorization number
- Please print the shipping instructions attached to this email, and place these inside the return shipment
- Repair authorizations will have a new number format
- Paperwork contained inside the completed repair shipment will look slightly different and continues to include the same repair completion information
- If you submit your request by email (instead of on the Repair Order Portal), you will receive an immediate automated acknowledgement email with a case number, as you do today.
- If you have submitted a Per Incident (billable) Repair by email, you will receive an automated email response with a repair price quotation, as well as payment instructions. If this repair requires requoting after depot inspection, you will receive an additional, similar email with a revised repair price quotation and payment instructions.
New Per Incident (Billable) Repair Process
Effective November 11, Zebra is making important changes to our process for per incident (billable) repairs. 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. Visit the Per Incident Repair Process Change page on Zebra.com to learn more about the new process.