Del Monte Rex Process - Newbold Onsite Repair

Requesting a New Repair Order

1. Submit RMA Repair Request to Newbold via email to dispatch@newboldtech.com using the below verbiage, replacing all items highlighted in yellow.  Note that tech@sstid.com.  If multiple devices are in need of an onsite repair for a single site, you may add "Device Type - Serial Number - Issue description" for each unit.

Subject:  Del Monte Repair - SITE NAME

Message:

Hello NewBold Team,

Please dispatch a repair tech for the following device(s):

Device Type - Serial Number - Issue description

Site:

Site Address

Contact:

Name

Email

Phone Number

Thank you and please confirm the repair number(s) when available.

2. Update RMA Status in REX to ‘Newbold Repair Request Submitted’ or ‘Preventative Maintenance Request Submitted'.  Click Save.

3. 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.

4. When a reply is received from Newbold, update the REX RMA.  The Manufacturer RMA field should reflect the Work Order/RMA number provided. The status should be updated to RMA In Repair.  Click Save.

5. Review the weekly Newbold report for completed repairs

   • Once device repaired/serviced update RMA Repair Result.

   • Once device repaired/serviced update RMA Resolution from details on Newbold daily report.

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

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