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HOW TO GET STARTED RMA PORTAL
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CONTENT Advantages
RMA Portal navigation
Online repair request• Entitlement• Shipping info• Contact info• Billing info• RMA Details confirmation• Submitted RMA details
My RMA status – repair status tracking
Warranty & Entitlement validation
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• 24x7 access• Online Repair requests creation• Repair Status updates • Shipment tracking information• Printable shipping documents • Warranty & entitlement information for your units• Multi language interface• Access to product documentation and other Zebra information
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ADVANTAGES
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RMA PORTAL NAVIGATION
Links to Useful Pages
RMA Portal Action Menu
Starting menu, password expiration and and last logging info
Other useful Links and information
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ONLINE REPAIR REQUEST
Click Create New Repair Request
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REPAIR REQUEST DETAILS
Enter Serial Number Click Find Product
If Serial Number is not found choose product family form drop down menu
Select Problem Area
Click Add Product Click Continue
Add description
Select Problem Detail
Created request will appear here
If you want to create another request please repeat all steps.Once you are finished with reapair requesting for all Serial numbers - click continue
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ENTITLEMENT
Entitlement information shows the coverage for unit that the repair request is created for
If you do not agree with the coverage displayed, select “yes” to override and select the correct coverage for your device from the Service Type drop-down list.• In case you have chosen contract
service type, you have to enter contract number to Contract Number field
• In case you have chosen repeat repair service type, you have to always enter RMA number of previous job to “Original Job #” field
Customer Reference #: Enter your internal reference number if you have any
Click Continue
Cost of Repair: For flat-rate repairs, a per-unit quote is displayed for direct customers. If you are not direct customer (you do not have service accounts with us) you will see message “Please send your units in to our repair centre. You will be quoted via your service partner once we have received the units.”
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SHIPPING INFO
COMPANY NAME
COMPANY NAME
ADDRESS
On the Return Address Shipping Information screen, verify the return address displayed. The default address is the installation location in our records
Click Continue
Edit Address details for the case you want to add new address detail
To change the address select “ Choose form your addresses” - for the case your address in on the list or select
Select correct address from drop down list
Select “Change the Address” in case your address needs to be changed to new one
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CONTACT INFO
On the Shipping Contact Information screen, verify the name, phone, fax, and email for the contact at the return shipping location. The default contact is based on the user requesting the RMA.
Click Continue
To select the different contact from the list select “Choose from your contact”To enter a new contact, select “Change the contact and enter your changes,
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BILLING INFO
Klicken Sie auf “Weiter”
Wenn die Rechnungsanschrift nicht korrekt ist, bitte klicken Sie auf „Nein“ und „Weiter“. Motorola Support wird sich mit Ihnen in Verbindung setzen, um die richtigen Daten zu erhalten.
COMPANY NAME
COMPANY NAME
ADDRESS
Verify Billing address details on the Billing Information screen.
If billing info not correct, select “no” and click Continue. Zebra support will contact you to obtain the correct billing address.
Click Continue
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CONFIRM RMA DETAILS
COMPANY NAMEADDRESSCITY12345SURNAME NAME+49123456789+49123456789
SINGLE-DEVICE REQUEST: On the Confirm RMA Details screen review the product, shipping address and contact information
Click Submit RMA.
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CONFIRM RMA DETAILS
MULTIPLE-DEVICE REQUEST:
On the RMA Summary (entitlement) screen, review details for all products listed• If you decide not to ship an item, select “Remove” from the Modify column for that line• To modify the entitlement details, select “Change” and select the preferred entitlement• In case you have chosen contract service type, you have to always enter contract number to
Contract Number field.• In case you have chosen repeat repair service type, you have to always enter RMA number
of previous job to “Original Job #” field then click Continue to proceed with the RMA.
On the Shipping Confirmation screen, hover over the return shipping location and billing address for each line to view the details
• To change the shipping, contact, or and billing locations for a specific line, click “Edit” and choose form “Use Existing” or “Create New” from the drop-down list, and enter your changes. Click OK to return to the Shipping/Shipping Contact or Billing Confirmation screen
Click continue to get to the Confirmation screen and click Submit RMA to proceed
MULTIPLE-DEVICE REQUEST
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SUBMITTED RMA DETAILS
COMPANY NAMECOMPANY NAME
On the Job Details screen, click Print RMA to print the shipping document(s) for your device(s).
Include the shipping document with each device when you are sending it to repair.
If there is a quote on the document, it can be used as a purchase order once stamped and signed for all EMEA countries except United Kingdom and South Africa where headed paper is required.
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SUBMITTED RMA DETAILS
MULTIPLE-DEVICE REQUEST – viewing / printing RMA forms:
On the Submitted RMA (Job details) screen:• Right after submitting the RMA you can see details only for first logged serial number • To see complete RMA form with all serial numbers - click print RMA. This will generate
RMA form with all logged serial numbers together
If you want to see / print details of each submitted repair request separately • Go to “View Repair Status”, click on the “RMA#” of the repair request you want to see -
details of the particular request will appear• To print a RMA form for each request separately follow the same path as above and just
click “Print RMA” this will generate RMA form for RMA# you selected
MULTIPLE-DEVICE REQUEST
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RMA STATUS
Select time period
To view RMAs that you have submitted within the last 30 days, click the View Repair Status link on the Home page. Up to 10 RMAs are listed per page.
Select “View repair status”
Enter RMA Number Serial number Customer reference number or PO number
Results
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VALIDATE WARRANTY AND ENTITLEMENT
Enter serial number
Click Validate
Select “Validate Warranty / Entitlement” to view detailed information about your units
Results
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TIPS & TRICKS
Password• There is a policy to change password each 90days. Please keep this in mind. You can
change your password easily on the Home page. There is also “days to expiration” information available
What if you select “No” during the logging process• If you indicated that entitlement or billing info is not correct during the logging of the
repair Zebra Technologies support will contact you to resolve your issue.
Issues handling• In the case you have any other trouble with RMA Portal please contact Zebra Technologies
support via email. If possible attach print screen, description of the actions that led to your issue.
• Email : [email protected]
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USEFUL LINKS
WebPagesOnline RMA – Global page (all regions)https://www.zebra.com/us/en/support-downloads/request-repair/online-rma-emea.htmlOnline RMA - Europe, Middle East & Africahttps://emearma.symbol.com/RMAPortal/Login.aspx
THANK YOU
