Office Depot Check-in from Repair

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.

Devices can be received from the following repair locations:

Facility - Buffalo Grove, IL (Repair Center)

Address

2550 Millbrook Drive

Buffalo Grove, IL 60089 USA

Facility - Bentonville, AR

Address

1201 S.E. 28th Street

Bentonville, AR 72712 USA

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; Office Depot's packages can be identified using the above addresses that will be present on the shipping labels. The attention to details should also show "TECH SERVICES OD". 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 repair 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 repair 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 an Office Depot 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) ***  

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 "Office Depot - Repair Check-ins" bin.

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

The Repair Check-In Bin

This bin is labeled "Office Depot - Repair Check-ins". It should only have Office Depot 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 Office Depot 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" (when in doubt, select "Break / Fix - Hardware")

       • 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 Office Depot's 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).

If a TC58 is being checked in, follow all the remaining steps in this section. If the model is not a TC58, skip to step 5.

4. Verify that IMEI#1 and IMEI#2 in the "Notes" field matches what is on the physical device. 

   • • If these values do not match, replace them with the correct IMEIs.

5. Edit the following fields:

   • • Location ID = "SST-R" or "SST-SC". *** If the "Business Unit" field is "Retail", the Location ID will be "SST-R". If the "Business Unit" field is "Supply Chain", the Location ID will be "SST-SC" ***

     • Status = "Pending Staging - Retail" or "Pending Staging - Supply Chain". *** If the "Business Unit" field is "Retail", the Status will be "Pending Staging - Retail". If the "Business Unit" field is "Supply Chain", the Status will be "Pending Staging - Supply Chain" ***

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

7. Take the device and place it in the appropriate model bin labeled "Office Depot - Pending Staging"

The Repair Check-in Process is Complete