Frequently Asked s Repair & Medallion Services Middle East, Africa, Turkey & India 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 an RMA as normal and return your accessories for replacement. RMA's are created by entering the details on your regions specific repair website 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:1-06 June 26 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. All RMA s site list the cost of Fixed Price Repair and you will be asked to agree to these prices. 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. Various Intermec locations support different hardware, due to Customer requirements. The front page of the RMA portal states the devices covered for further information, please contact your local Distributor or Intermec sales office For a list of End Of Service (EOS), please visit http://www.intermec.com/support/discontinued/index.aspx.
Repair s How must a device be packaged and shipped (out of media, SIMs, memory cards, etc.)? Devices should be returned without batteries, SIM or SD cards. Where do I need to send my faulty devices to? When you create a new RMA, you will be given the full details of the nearest location to return your device to. If it is a repeat repair... Do I have to pay for the return freight again? 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)? Specific to this region, if you should you have any issues using the RMA portal, please contact ServiceHelpMEIAT@intermec.com Specific to this region, if you should you have any issues using the RMA portal, please contact ServiceHelpMEIAT@intermec.com Payment terms for out of warranty repairs are as defined in your T&Cs with Intermec. Specific to this region, if you should you have any issues using the RMA portal, please contact ServiceHelpMEIAT@intermec.com 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 3 days after receipt at the repair center. For printers, it is done about one or two weeks after that Should you decide not to proceed with a chargeable repair, the device will be returned to you (or recycled if you prefer) and Tier 1 charge will be applied as an inspection fee will The Tier1 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 and return shipping 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. 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