Disney DPI
Repair Check-In Process

What to Expect: 

When devices are returned to Strategic from Zebra repair, REX must be updated to ensure that all data is captured.  This will inform future REX reviews, and will allow tracking for issue trends.

The DPI branch contains only TC53E model devices and can be received from the following locations:

Repair Facility: Zebra

The delivery address for the Zebra Facility come from the address below:

Zebra Facility: 

2550 Millbrook Dr

Buffalo Grove, IL 60089

UPS comes to the Strategic office at least once a day to do a drop-off of packages/pickup for shipments; usually be between 2-4pm. For package drop offs; Disney packages can be identified using the above addresses that will be present on the shipping labels. Whenever these packages are identified, place the packages on the REX cart. Pay close attention to the names on the cart's shelves. Each shelf will be tied to a customer (If the goal is to complete the check-in process, continue to the "Labels and Boxes" section. If not, the process ends here until the next business day).

Labels & Boxes

*** This process should be followed fully if the goal is to setup for the completion of the check-in process at a different time. If the goal is to complete the check-in process, only complete step 1 - 2 and skip to the "Zebra Repair Portal and REX RMA Update" section. ***

1. Grab a Disney box.

2. Take the device out of the box.

   • • There should already be a sheet of paper wrapped around the device(s) or somewhere in the box. *** This is the repair information that is tied to the device(s). Keep the documentation w/ the device(s) ***  

     • If no documentation was present when taking the device out of the box and the goal is to complete the check-in process, still skip to the "Zebra Repair Portal and REX RMA Update" section.

     • If no documentation was present when taking the device out of the box and the goal is to not complete the check-in process, skip to the "No Repair Documentation Steps" section.

3. If not already done, use a rubber band and wrap the sheet of paper around the device. 

4. Place the wrapped device in the "Disney DPI Repair Check-ins" bin.

This ends the prep work for completing Disney Repair Check-ins at a later time. 

No Repair Documentation Steps

1. Open the Disney DPI - 2025 portal.

2. 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.  

3. Use the magnifying glass on the top right hand corner to type or scan the serial number of the device.

   • • If there's only one entry, select the RMA (another UI will appear to the right side of the screen).  *** Take the time to double check that the RMA number references the serial number of the defective device. ***

     • If there's more than one entry, select the RMA that has the value "RMA In Repair" in the "Repair" tab. If there's still multiple entries with this value, choose the RMA that was recently created  (look at the "Date Created" column to determine what was recently created). Still double check that the RMA number references the serial number of the defective device.

     • If there're no entries, stop and contact your manager

4. Once confirmed, use a sticky note to the write the RMA number tied to the defective device. 

5. Put the sticky note on the defective device and place the defective device in the "Disney DPI Repair Check-ins" bin.

There should only every be one open ticket tied to a serial at a time. If your search results show multiple open tickets tied to the defective serial number that was scanned/typed, contact your manager.

When it is feasible to complete the Repair Check-in process, proceed to the "Zebra Repair Portal and REX RMA Update" section.

The Repair Check-In Bin

This bin is labeled "Disney DPI Repair Check-ins". It should only have Disney DPI assets that has been received back from Zebra repair and should be dealt with daily. In the event that there's no time to work on the repair check-in bin, feel free to use the bin to hold devices until there's enough time (even if that bleeds into multiple days). While useful, it is not recommended to leave the repair check-in bin with too many devices. Make a plan to chip away at the total amount and/or ask for assistance if the total amount becomes overwhelming.    

Zebra Repair Portal and REX RMA Update

1. Grab a device from the repair check-in bin or from a box (make sure if pulling from a box, the repair documentation tied to the device is nearby)

2. Open a new web tab and log into the Zebra repair portal

   1. • Website: https://www.zebra.com/us/en/support-downloads/request-repair.html

3. Select the "Check Repair Status" tab on the top of the portal.

4. Select "Custom Search"

5. Select "Serial Number"

6. Scan/Type the serial number and then select "Submit". 

The serial number should show up on the right side of the box where you submitted the serial number (the results page). There should be multiple columns with information in them.

7. Customize the results page by selecting the "Triple Vertical Lines icon" (|||) above the results page *** This will only need to happen once. Changes to the results page are account - bound ***

8. A new UI will appear labeled "Columns Displayed"

   1. • In this new UI, draw your attention to the "Selected Column" field.

9. Make sure the following fields are in the "Selected Column" field

   1. • Line Number

      • Order Number

      • Inbound Tracking Number

      • Outbound Tracking Number

      • Received Date

      • Ship Date

      • Action

      • Remedy

      • Serial Number

      • Outbound Serial Number

      • Hold Details

You can add or take options away by selecting the target value, then select the ">" icon to move the option over to the "Selected Column" field or select the "<" icon to move the option over to the "Available Columns" field

10. Once confirmed, select the "Save" button to save all changes. *** You will not need to perform steps 7-10 again in the future ***

11. Open a new web tab and log into the Disney DPI - 2025 REX portal.

12. 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)  

13. 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.

14. Identify and select the most recent open RMA (another UI will appear to the right side of the screen) and confirm the following in the "Repair" tab

    1. • Repair Status = "RMA In Repair"

       • Actual Problem Category = "Blank"

       • Repair Result = "Blank"

       • Resolution Category = "Blank"

       • Manufacturer RMA = "Numbers should be present here"

       • Tracking Number to Repair = "Tracking number"

       • Ship Date to Repair = "Date"

       • Tracking Number from Repair = "Blank"

       • Delivery Date to SST from Repair = "Blank"

If the above fields were confirmed, proceed to the next steps. If an RMA with these fields could not be identified/confirmed, stop and reach out to your manager.

15. Insert the appropriate repair result in the "Repair Result" field

    1. • Repair Status = "Repair Complete"

       • Actual Problem Category = "Break / Fix - Hardware" or "Break / Fix - Communications"

       • Repair Result = Select the option most appropriate based on either the "Action and Remedy" line in the Zebra repair documentation (if multiple things were repaired, chose the first line only) or the "Action and Remedy" line in the Zebra repair portal (if available)

       • Resolution Category = "ZEBRA REPAIR - SST OS RELOAD, & STAGE"

       • Manufacturer RMA = "This should already be here" << If not, this value can be found on the top righthand corner of the zebra repair document or found in the "Order Number" column in the zebra repair portal 

       • Tracking Number to Repair = "This should already be here" << If not, can be found under the "Inbound Tracking Number" column in the zebra repair portal

       • Tracking Number from Repair = Can be found under the  "Outbound Tracking Number" column in the zebra repair portal

       • Ship Date to Repair = "This should already be here" << If not, can be found under the "Received Date" column in the zebra repair portal

       • Delivery Date to SST from Repair =  Can be found under the  "Ship Date" column in the zebra repair portal

16. Select the RMA tab.  

    1. • If the Status is "Replacement Delivered" or "No Replacement Needed", update to "Closed".  Otherwise, leave the status as is.

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

Proceed 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 repaired serial number).

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

4. Edit the following fields:

   1. • Location ID = Select "SST-WDW" or "SST-DLR" using the "v" option. *** If the "Location ID" field was previously "DPI-WDW", the Location ID will be "SST-WDW". If the "Location ID" field was previously "DPI-DLR", the Location ID will be "SST-DLR" ***

      • Status = Select "SPARE POOL"

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

6. Take the device and place it in a bin labeled "Disney DPI - Spare Pool"

The Repair Check-in Process is Complete