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HOW TO GET STARTEDRMA PORTALHOW TO GET STARTEDRMA PORTAL
March 27, 2014March 27, 2014
MOTOROLA SOLUTIONSMOTOROLA SOLUTIONS
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CONTENTAdvantages
RMA Portal navigation
Create New Repair Request• Entitlement• Shipping info• Contact info• Billing info• RMA Details confirmation• Submitted RMA details
View Repair Status
Schedule pickup
Repair Statistics
Approve RMA Quotation
Warranty & Entitlement validation
ADVANTAGES
• 24x7 access• Online Repair requests creation• Printable shipping documents• Repair Status checking• Consignment tracking information• Collection service• Repair Statistics• RMA Quotation Approval• Warranty & entitlement information checking• Multi-lingual interface• Access to products documentation and other Motorola
information resources
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RMA PORTAL NAVIGATION
Access RMA Portal via link http://www.motorolasolutions.com/US-EN/Support/Online+RMA/Europe+Middle+East+and+Africa
New customers please click on “PSION” link under “Register for an Online Repair Request (RMA)” and fill in the New User Registration form – click on Submit
Once you receive the confirmation e-mail about creation of your account you can request repairs via “PSION” under “Login to the RMA Portal”
If you need help contact [email protected] please.
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RMA PORTAL NAVIGATION
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Links to Useful Pages
RMA Portal Action Menu Starting menu, password
expiration and and last logging info
Other useful Links and information
VALIDATE WARRANTY AND ENTITLEMENT
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Click on “Validate Warranty/Entitlement”
Enter Serial Number here
Click on Validate
Results
ONLINE REPAIR REQUEST
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Click on Create New Repair Request
REPAIR REQUEST DETAILS
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Enter Serial Number Click on Find Product
If Serial Number is not found, please choose product family from drop down menuSelect Problem
Area
Click on Add ProductClick Continue
Add Additional Problem Description
Select Problem Description
Your requests will be listed here before you continue.
If you want to create another request please repeat all the steps.Once all Serial Numbers are listed here, you can click on Continue.
SHIPPING INFO
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On the Return Address Shipping Information screen, please verify the return address displayed. By default the system displays “Use current address” and your default return address details set up for your account.
Click on Continue
If you selected “Change the Address”, you can input any Address details here.
To change from current address to another existing address that is set up in our database, select “Choose from your addresses”
In case you selected “Choose from your addresses” in the previous step, you can select the correct address from the drop-down menu.
Select “Change the Address” in case you would like to use an address which is not present in the drop-down menu. You can now manually input any address details.
CONTACT INFO
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On the Shipping Contact Information screen, please verify the name, telephone and fax numbers and an email of the contact person at the return shipping location. The default contact is the same as the RMA portal account owner. “Use current contact” is displayed.
Click on Continue
To select a different contact from the list of existing contacts in our database, select “Choose from your contact”To enter new contact details, select “Change the contact”.
ENTITLEMENT
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Entitlement Information shows the Type of Service connected to the particular Serial Number .
Cost of Repair: For Time&Material repairs, a per-unit quote is displayed for customers with direct account with Motorola Solutions. If you do not have a Direct Service Account, the following message will be displayed: “Please send your units to our repair centre. You will be quoted via your service partner once we have received the units.
Customer Reference #: Enter your internal reference number if you have any
Click on Continue
In case you do not agree with the Service Type displayed, please select “yes” from the drop-down menu to override the Service Type. After that please select the correct Service Type from the drop-down menu above.If you select Contract Service Type, a contract number is to be filled in to the Contract Number field.In case Repeat Repair Service Type is selected, an RMA number of the previous repair is to be filled in to Original Job # field.
BILLING INFO
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Verify Billing address details on the Billing Information screen.
If the default billing information is in-correct, please select “no” from the drop-down menu and click on Continue. Motorola Solutions support desk will contact you with further instructions. In case you do not have a Direct Service Account with Motorola Solutions your service partner’s Billing address will be displayed by default and is not to be changed.
Click on Continue
CONFIRM RMA DETAILS
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SINGLE-DEVICE REQUEST: On the Confirm RMA Details screen, please review the product details, shipping address details and contact information.
Click on Submit RMA.
SUBMITTED RMA DETAILS
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On the Job Details screen, please click on “Print RMA” at the bottom to print out the shipping document(s) (RMA form) for your device(s).
Send the faulty device(s) to Motorola Solutions for repair including the RMA form.
If there is a Price Quote on the RMA form, please note it can be used as a Purchase Order once stamped and signed for all EMEA countries except for United Kingdom and South Africa, Russia and Ireland where a company headed paper is required by law.
SUBMITTED RMA DETAILSMULTIPLE-DEVICE REQUEST
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MULTIPLE-DEVICE REQUEST – view / print RMA forms:
On the Submitted RMA (Job details) screen:
• To see the complete RMA form with all the serial numbers, please click on “Print all RMA`s”. This will show RMA form with all the serial numbers logged.
If you wish to see / print the details of each submited repair request separately :
• Please navigate to “View Repair Status”, click on the “RMA#” of the repair request you wish to see - details of the particular request will appear.
• To print a RMA form for each request separately, please follow the same path as above and simply click on “Print RMA”.
VIEW REPAIR STATUS
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Select time period
Click on “View Repair Status”
Enter RMA Number, Serial number, Customer reference number for quick search. Status update
Click on RMA number to see all
the details for each RMA
To view RMA requests that you have submitted within the last 30 days, please click on “View Repair Status” tab from the main menu on the Home page. Up to 10 RMA requests are shown per page.
SCHEDULE PICKUP
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Click on “View Repair Status”
Click on the tracking link to proceed to carrier`s
website
In case the units are covered by contract with collection service included you can arrange the prepaid collection service on RMA Portal. In all other cases by clicking on Pickup Collection image you will be redirected to corresponding carrier’s website where you can request collection. Collection service is to be paid by customer.
SCHEDULE PICKUP – unit on contract with collection service
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Search the Pick Up Address or choose from your Collection Address
and complete the following fields
Click on “Schedule Pick Up”
SCHEDULE PICKUP – unit on contract with collection service
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Click on the button to print Shipping Label
REPAIR STATISTICS
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Click on “Repair Statistics”
Select Start Date and End Date
Select site for which you wish to create a
chart for from Site List
Choose type of chart
Chose chart view by selecting its Width
(Small, Medium and Large) and Type (Column or Line)
Click on “Generate Chart”
Specify Repair Type by checking Billable, Contract or Warranty repairs boxes
Select products for which you wish to
create a chart for from Product List. Use
Select All to select all products available and
Clear All to clear all choices
REPAIR STATISTICS example
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Approve RMA Quotation
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Click on “Approve RMA Quotation”
Read “Terms of Service”
Check the box to confirm Terms of
Service
Add ”PO number”
Click on “Reject” to reject the quote
ADDRESS
Click on “Approve” to approve the quote
Approve RMA Quotation
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In case you choose “Reject” you have two options “Reject/Return” to return the unit unrepaired to the Shipping address and “Reject/Scrap” to scrap the unit in Motorola
Click on OK to confirm your choice
TIPS & TRICKSWhat if you select “NO” during the logging process• If you indicated that the entitlement or billing information is not
correct during the RMA request logging, PSION support desk will contact you.
Support needed with RMA portal handling• In the case you are experiencing any difficulties using the RMA
Portal, please contact our PSION support desk via email and we will happily assist. Should RMA Portal display an error message a print screen together with detailed description would be much appreciated.
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USEFUL LINKS
Support
Online RMA - Europe, Middle East & Africa
http://www.motorola.com/Business/US-EN/Support/Online+RMA/Europe+Middle+East+and+Africa
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THANK YOU…
MOTOROLA, MOTO, MOTOROLA SOLUTIONS and the Stylized M Logo are trademarks or registered trademarks of Motorola Trademark Holdings, LLC and are used under license. All other trademarks are the property of their respective owners. © 2010 Motorola, Inc. All rights reserved.
MOTOROLA, MOTO, MOTOROLA SOLUTIONS and the Stylized M Logo are trademarks or registered trademarks of Motorola Trademark Holdings, LLC and are used under license. All other trademarks are the property of their respective owners. © 2010 Motorola, Inc. All rights reserved.
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