A new process for per-incident (billable) repairs. This time-saving process applies only to repairing Zebra devices 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). It avoids unnecessary packaging and shipping of devices that customers do not approve for repair.
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):
- Indicate the reason for repair using Zebra’s problem categories and codes.
- Zebra will provide an immediate repair quotation based on your problem diagnosis.
- 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.
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.
- 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. - 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.
