Printhead Warranty Claim

Use the Repair Order Portal to submit a replacement request for a print head covered by warranty or Zebra OneCare support services agreement. Print heads are not repairable items, therefore if the print head is not covered by warranty or contract, you will need to order a new print head.
 

Submit Request Using the Print Head Serial Number

Follow the established repair request process to add the print head serial number to the repair order and Zebra will verify product coverage. 

Zebra may not recognize the serial number – If you receive the following message, submit the request using the print head part number instead.

Submit Request Using the Print Head Part Number

In this instance, the warranty or Zebra OneCare coverage status can not be verified and the repair type will reflect per incident repair (billable). 

• If you know the print head is covered by warranty or Zebra OneCare contract, please dispute the repair status.

Print Head with a Billable Job Type

(Either out of warranty or not covered by a Zebra OneCare contract OR coverage can not be verified due to a missing serial number)

If the job type reflects billable, the order can not be submitted. The following error message displays if you attempt to proceed with the order:

To address the message, click CANCEL to return to the Add Products screen and dispute the coverage status or click OK to remove the print head from the repair order.

1. Submit Request Using the Print Head Serial Number
2. Submit Request Using the Print Head Part Number 
3. Print Head with a Billable Job Type

Submission Processing Using the Print Head Serial Number

Follow the established process to add a serial number to the repair order.

Once the print head is added to the order, the Job Type field populates. 

If the job type reflects warranty or contract, you may proceed with the repair order.

If the print head is not covered by a warranty or Zebra OneCare contract, the job type reflects billable and you will not be able to proceed with the submission request. 

If you click Add Another Product or Next and the job type is billable this error message displays.

Click CANCEL to return to the Product Details screen and dispute the billable status. If you click OK, the product will be removed from the cart. 

If you wish to procees to dispute entitlement please follow 3. Print Head with a Billabe Job Type.

Submission Processing Using the Print Head Part Number

Follow the established process to add a product without a serial number.

Products added using the part number will always reflect a job type of “billable”.

If the print head is covered by warranty or a Zebra OneCare contract, please dispute the job type status.

Print Head with a Billable Job Type

If the job type reflects billable and you know the print head is covered by warranty or Zebra OneCare contract, dispute the status to notify Zebra of the discrepancy. You will need to provide the contract number or purchase date. 

Follow these steps to dispute:

STEP 1: Select the Dispute Job Type checkbox

STEP 2: Select either Contract or Warranty from the Dispute Reason drop down field

Note, a Contract Number or Purchase Date field will display based on the value selected from the Dispute Reason field.

STEP 3: Type the applicable information in the Contract Number or Purchase Date field

STEP 4: Type the printer serial number in the Printer Serial # field

STEP 5: Click NEXT or ADD ANOTHER PRODUCT to proceed with the repair order