Frequently Asked s Medallion Services Accessory s What is an Accessory? My Accessory is dead on arrival (DOA) My accessory is broken and my unit is still under warranty. I have a valid Medallion contract on my device, how do I get my accessory repaired/replaced? I have a valid contract that includes cover for Accessories, how do I get my accessory repaired/replaced? Accessories include: V-dock, Battery, Single Dock, Multidock etc. as per Hardware price guide Please contact your supplier. If that was Intermec, you will need to request a return authorization (RA) number by contacting Intermec Customer Service through one of the regional phone numbers listed at http://www.intermec.com/support/returns_repairs/return_my_device. Within Intermec, DOA devices are handled by the Sales org and not the Service org. Chargers and Docks come with a 12 month warranty; all other new accessories are supplied with a 90-day warranty. If you require a replacement during this time, you will need to contact your supplier. if this is Intermec, please request a return authorisation (RA) number by contacting Intermec Customer Service through one of the regional phone numbers listed at http://www.intermec.com/support/returns_repairs/return_my_device Accessories are not covered by Medallion Standard contract & should not be returned for repair. If you require a replacement for DOA or Warranty replacement, please follow the guidelines above. Please create and RMA as normal and return your accessories for replacement. RMA's are created by entering the details on www.intermec-rma.com My accessory has broken within its warranty period, what do I do? If an accessory fails within its warranty period, you can get the replacement via supplier or Intermec Customer Service if you purchased directly. Intermec may ask you for returning the defective unit(s) Rev:1-04 June 24 th 2013
Warranty s What is the turnaround time for units returned under warranty? Does warranty cover damage (accidental or willful)? For devices that are not covered by a warranty, what are the charges and how will the spare parts used be invoiced? Who will keep replacement units for non-repairable items (i.e. accessories etc.)? Units returned for repair under warranty are repaired, tested and dispatched within 15 working days of receipt of the product. This is a best endeavours service. Warranty covers manufacturing defects, such as component failure. It does not cover accidental or willful damage, general wear and tear or theft. Details on our Fixed Price Repair services can be found on EMEA Insider at: http://www.intermec.com/services/fixed-price-repair/index.aspx. Non-repairable items, such as accessories, can be purchased from Intermec and supplied from our European Distribution Centre (EDC). Please contact your sales representative for further details. What is the warranty repair procedure for accessories (V- Dock, power supply, Battery charger etc. etc.)? What is the repair procedure if the accessories are out of warranty? When consumables are replaced, what level of warranty do they have? For a repaired unit or spare part sales, what warranty are they provided with? What happens if my device is out of warranty? Is there a warranty on repairs? Accessories are not repaired. They are replaced under our warranty terms. Further details can be found at: http://www.intermec.com/support/returns_repairs/warranty Accessories are not repaired. Replacements can be purchased via your normal sales route. These are limited to free-of-charge replacement for ninety (90) days from initial shipment to you. Repairs and spare parts carry a 90-day warranty from the date of dispatch. Create an RMA & return as normal. Unit is assessed and you will be provided by a written quote under the terms of our Fixed Price Repair service. Repairs cover a 90-day warranty on the parts used.
Contract s What is the difference between the Medallion Complete and Medallion Select contracts? Medallion Select Bronze states limited accidental damage is included. What does that mean? Do your stated turnaround times include collection or delivery? The Medallion Standard - Silver contract includes a 2-day turnaround time for repair. Does that include collection or delivery times? I have a Medallion Standard Onsite contract. What time do I have to report the fault to Intermec to get an engineer onsite the next day? When does the service contract start? Does a Medallion complete contract for a hand held include the accessories? Do Intermec service contracts include damage or theft? What devices does the service centre support? Medallion Complete is designed for our more rugged devices and covers accidental/willful damage, general wear & tear and component failure. Medallion Select provides the same cover specifically for lightweight devices, but excludes cover for BER. Faulty devices that require a main board or whole unit replacement as a result of physical damage may not be covered under the terms of this contract. Repair or replacement is at Intermec s discretion. No. The quoted turnaround times are the in-depot repair times only. i.e. For a 5-day turnaround, if a customer returns a faulty unit on a Monday, and Intermec receive it on a Tuesday. The unit is repaired and dispatched by Tuesday of the following week. A 2-day turnaround is the repair time only. i.e. If a customer returns a faulty unit on a Monday, and Intermec receive it on a Tuesday. The unit is repaired and dispatched by Thursday of the same week. If a call is received before 3pm Mon to Fri, an engineer will be dispatched to arrive at your customers site by the end of the next working day, complete with parts to affect the repair. Calls received after 3pm Mon to Friday will be deemed as having been received on the following working day. The Service contracts starts according to the requirements of the customer or partner. The contract is entered into our system with a start date that is given to us by the reseller. It includes hand held accessories, like TS protector, hand strap and stylus. It does not include the battery or any accessories such as a battery charger or power supply. These devices need to be ordered with their own Medallion Contract. Medallion Complete contracts cover accidental or malicious damage to devices. Theft is not covered. We will repair all devices that are not flagged as End Of Service (EOS). Details of devices that are EOS can be found on Insider at http://www.intermec.com/support/discontinued/index.aspx, or on the Internet at http://www.intermec.com/support/discontinued/index.aspx.
Repair s How do I register devices for repair? Who pays for the carriage of faulty devices to/from your repair centre? How long does it take to repair my device? Where is your service centre? How do I found out about the status of my repair? Can I drop off/pickup my devices for repair? How can I get faster service on my device? What is the repair turnaround time for Warranty & Medallion Contracts? What is the repair process for RFID units? What can I send to repair and what should I not? Devices that need to be repaired require an authorised RMA number before returning. You can get one of these by entering the details on www.intermec-rma.com This will give you the destination address to send your faulty device(s) too, along with giving you the ability to track the repair through the entire process until it is returned to you. It is the customers responsibility to get the faulty device(s) to their nearest Intermec Logistics centre. Details of these are available when creating an RMA via the RMA portal. Intermec cover the return carriage of the repaired device. Medallion Service Contracts offer a fast repair time of 2-days (Silver) or 5- days (Bronze). Devices under warranty are repaired on a best endeavours 15-days of receipt into an Intermec Authorised Repair Centre. Our Fixed Price Repair service offers a repair within 15-days of receipt of the PO following the quote provided. Intermec have repair centres in Sommerda (Germany), Glenrothes (UK), & Moscow (Russia) Details of your repair can be found on the RMA portal at www.intermecrma.com, via the Track and Trace facility. Note: this is not available to all partners. Units can be dropped if they are accompanied by a valid RMA. They can also be collected if arranged in advance. However, Intermec do not offer a repair while you wait service. Your service turnaround time can only be increased by purchasing a higher level of contract (i.e. Medallion Silver instead of Bronze). This cannot be done after a unit has been reported as being faulty. 15-days (best endeavours) = Warranty 15-days (from PO) = Fixed Price repair services 5-days = Medallion Bronze (Standard/Select/Complete) 2-days = Medallion Silver (Standard/Select/Complete) RFID device repairs are processed in the same way as all other devices. Faulty devices are returned under a valid RMA, are assessed repaired, and tested, before being cleaned and returned to the customer within the contracted time. You should not return accessories or consumables for repair under warranty. If your accessories are covered by a specific Medallion contract, damaged accessories will be replaced upon receipt. This does not include Print Heads.
Repair s How device must be packaged and shipped (out of media, SIMs, memory cards, etc.)? Where do I need to send my faulty devices to? How can I see what has been replaced/repaired? If it is a repeat repair... Do I have to pay for the return freight again? Devices should be returned without batteries, SIM or SD cards, unless the fault is relevant to one of those parts. When you create a new RMA, you will be given the full details of the nearest location to return your device to. But the current locations are: Albertslund (Denmark), Landvetter (Sweden), Lilleström (Norway), Rho (Italy), Buc (France), Barcelona (Spain), Glenrothes (UK), Sömmerda (Germany), and Moscow (Russian Federation). When your repaired device(s) are returned to you, the shipping document that accompanies the unit(s) includes details of all parts used during the repair. These details are not available via the RMA portal. Yes. It is your responsibility to get the unit returned to an Intermec repair facility. Intermec will then cover the repair and return carriage to you.
General s Who do I contact if I need help creating an RMA? Who do I contact if I need assistance? What is the payment terms? My device serial number xxxxxxx is under contract/warranty but in the RMA portal it does not appear as such; What can I do? Where can I find the serial number? When do I receive a quote for T&M? Is there a charge if I do not accept quotation? What does the inspection fee cover? When the devices are returned. Are they covered by insurance during transportation? Who creates the quotation if a device is Beyond Economical Repair (BER)? Should you have any issues using the RMA portal, please contact your local Intermec Service Administrator. Should you have any issues with your service, please contact your local Intermec Service Administrator. Payment terms for out of warranty repairs are as defined in your T&Cs with Intermec. Please contact your local Intermec Services Admin, who should be able to check and resolve the issue for you. The device serial numbers can be located on the back or under the battery for handheld devices, and on the rear of printer products. Intermec serial numbers start "SN...". For handhelds and scanners, the quote is usually raised by the technical team within one day after receipt at the repair center. For printers, it is done about one or two weeks after that Should you device not to proceed with a chargeable repair, the device will be returned to you (or recycled if you prefer) and a 145 inspection fee will be applied to out of contract device repairs. The 145 inspection fee is applied to out of warranty/contract devices when a customer chooses not to pay for a repair. Before providing a quote for repair, each device is inspected & assessed for damage. In many cases the units are opened up to assess the extent of the damage internally. The inspection fee covers the labour involved to identify the repair required. Yes. Intermec will repair/replace any units that are damaged or lost during the return transit to you at no further expense to you. For units that are designated BER, details are passed to your local service admin who can then provide you with details of the next steps. BER units that are covered by a Medallion Complete contract will be replaced during the repair process. What about Print heads? Print heads are a consumable item, not an accessory. This means that they come with a 90-day warranty and are non-repairable. Print heads that fail within this time should follow the standard DOA or Warranty process as outlined in items 2 & 3
What are those acronyms you use? BER: Beyond Economical Repair TAT: Turn Around Time IGSP: Intermec Global Service Partner IPSP: Intermec Printer Service Partner VAD: Value Added Distributor RFID: Radio Frequency Identification DOA: Dead On Arrival