Del Monte Rex Process - Honeywell Onsite Repair

Requesting a New Repair Order

1. Log into the Honeywell RMA portal here.

   • Username:  tech@sstid.com

   • Password:  Strategic123!!

2. In the middle of the page, a wide button with the words 'Click to Enter RMA Portal'.  Click the button.

3. Update the Return Location to the site address from REX by clicking 'Change'.  Note that the information is found in the Locations tab in REX.  

   • If the site does not exist in the return location list, click Add New button.

4. Confirm that the Return Contact is Signature Services and the phone number is 678-389-7200 and the email is tech@sstid.com.

5. Locate the RMA in REX. Copy the serial number from the RMA.

6. Paste the serial number in the 'Add Serial Number' field.  Click 'Add'.

7. In the new UI, complete the following fields:

   • Select if the device has come in contact with a known biohazard.  This answer should be No unless specified in the issue description.

   • Copy the Issue Description from REX.  Paste it in the Problem Description field.

   • from the Symptom drop down, choose the most applicable option.

   • Check the 'This problem is Intermittent' box if the customer stated that it is intermittent.

   • Click Add.

8. Add all devices for this site that are in need of RMA.

9. Once completed, click 'Continue' in the bottom right corner.

10. Review the details.  If all are correct, click 'Submit'.

11. Update RMA Status in REX to ‘Honeywell Repair Request Submitted’. Add the RMA number to the 'Manufacturer RMA' field. Click Save.

12. Locate the RMA in ZenDesk to update the customer with the latest status.

    • Verify that the requestor's name is in the CC's field.  If it is not, add them.

    • Change the Note type from Internal Note to Public Reply. 

    • Select the macro 'Del Monte Onsite Repair Requested'.

    • Select 'Submit as Pending' to send the message.

13. Review the Honeywell Support Cases.

    • Once device repaired/serviced update RMA Repair Result.

    • Once device repaired/serviced update RMA Resolution from details provided.

    • Once device repaired/serviced change RMA Status to ‘Closed’.

14. Locate the RMA in ZenDesk. Select Submit as Closed.