Disney DPI
JANAM Repair Process

Repair Label Creation

There's a bin labeled "Disney DPI - Needs Repair". This bin has devices that was checked in and is now ready to be sent to the JANAM facility to be repaired. 

1. Grab the device(s) from the "Disney DPI - Needs Repair" bin.

   • • Keep a note on how many devices are going to be sent to repair.

2. Go to the Customer service receiving area and log into the customer service laptop.

3. Open "UPS World Ship" if it isn't already open.

4. Under the "Ship-to" tab, insert the JANAM repair site's shipping information below:

   • • Address: JanamCare North America Service Center - 999 South Oyster Bay Rd Suite 409 Bethpage, NY 11714

5. Edit the following fields in the "Service" tab:

   • • UPS Service = Ground

     • General Desc. of Goods = Mobile Computer

6. Weight = "Total number of devices being sent to repair"

7. Select "Process Shipment"

A shipping label should print from the label printer. Keep this with you.

Proceed to the "The JANAM Repair Portal" section

The JANAM Repair Portal and REX RMA Update

1. Log into the JANAM repair portal

   1. • Website: https://d50000000792jeaq.my.salesforce.com/secur/login_portal.jsp?orgId=00D50000000792J&portalId=060500000004hPH&startURL=%2F500%3Ffcf%3D00B50000006Msw4%26rowsperpage%3D65

      • User Name: tech@sstid.com

      • Password: sstid1234

2. Select the "Cases" tab located next to the "Locations" and "Installed Products" tabs

3. Select the grey "Create New Case" button.

   1. • A new "Case Edit" window will appear 

4. Open a new web tab and log into the Disney REX portal.

5. While inside the REX portal, select the "RMAs" option (when logging into the portal for the first time, the "Dashboard" section is selected by default.  

6. Use the magnifying glass on the top right hand corner to search the RMA number that is tied to the device or scan the serial number of the device.

7. Identify and select the appropriate RMA. 

8. Switch over to the JANAM repair portal and insert the following information in the new "Case Edit" window:

   1. • Service Center Location = JanamCare North America Service Center - 999 South Oyster Bay Rd Suite 409 Bethpage, NY 11714

      • Return Shipping Address = "Default Address"

      • Preferred Shipping Method = "UPS Ground - No Charge"

      • Product Type = "XT3"

      • Serial = "Serial Number"

      • Case Reason = "Select the appropriate option based on what the customer provided in the "problem description" in the REX RMA"

        • • Example 

            • • Problem Description = Issue is with the backup battery

              • Case Reason would be = "Backup Battery

      • Description = "Copy/Paste the whole problem description that the  customer provided in the REX RMA"

      • Physical Damage = "Yes" or "No"

      • Frequency of Issue = "New", "Intermittent" or "Recurring"

      • Subject = "The REX RMA #"

9. Once all fields are filled out, select the grey "Submit" button.

   1. • The portal will redirect you to a confirmation page with a case number on the upper left corner of the page. Copy this number.

10. Switch over to the Disney REX portal and insert the copied case number into the "Manufacturer RMA" field.

11. Scan the Tracking number from the label you created earlier into the "Tracking Number to Repair" field.

12. Insert today's date in the "Ship Date to Repair" field.

    1. • Only insert today's date if the full repair order is expected to be shipped out today. If not, insert the date that the full order is expected to be shipped out.

13. Confirm that the Repair Status is set to "RMA In Repair".

14. Note down the Location of the RMA entry. This value is located in a field named "Location" near the top of the RMA.

15. Select the green "Save" button when complete.

Repeat the above steps for all devices going to repair. Once complete, continue to the "REX Asset Update" section

REX Asset Update

1. Select the "Assets" option in the REX portal.

2. Use the magnifying glass on the top right hand corner to search for the asset (scan/type the defective serial number).

3. Select the searched asset (another UI will appear to the right side of the screen).

4. Confirm/Edit the following fields:

   1. • Location ID = Select "JANAM-WDW" or "JANAM-DLR" using the "v" option or type "JANAM-WDW" or "JANAM-DLR" in the field. *** If the "Location" field that was noted down during the REX RMA Update section was "DPI-WDW", the Location ID will be "JANAM-WDW". If the "Location" field was "DPI-DLR", the Location ID will be "JANAM-DLR" ***

      • Status = Select "IN REPAIR"

5. If values needed to change, select the green "Save" button when complete. 

6. Put this device in the box that you intend on using to ship to the JANAM repair facility.

Repeat the above steps for all devices going to repair. Once complete, continue to the "Shipping The Repair Order" section

Shipping The Repair Order

After submitting the repair order for all of the defective devices, the shipping label that you generated in the "Repair Label Creation" section can now be placed on the box that's going to be used to ship out the full repair order. Please be sure to pack the box with plenty of packaging material to avoid further damage to the device(s). Be sure to check the following before sealing the box.

1. Were all the devices that had a repair case opened, placed in the box?

2. Is the shipping label information printed correctly?

3. Were all status changes done properly for both the "RMA" side and the "Asset" side?

Once the check is complete, pack the box and set it on the "UPS" shipping rack.

The Repair Process is Complete