Office Depot
Repair Process

Zero Touch Deregistration 

1. Login to Zero Touch reseller portal (https://enterprise.google.com/android/zero-touch/resellers/1036920028/devices). Link must be opened in "Incognito" mode.

1. • • Email: zt.admin@sstid.com

     • Password: Mdm4Life@

2. Follow these steps when deregistering the following models: TC51, TC52, TC52X, TC53E, ET40

   • • Select "Devices" option on the left and in the search bar scan or type the serial number. 

     • If the search results show the device, select the "Remove" option located to the right of the "Date Added" column. The device is now deregistered.

     • If the search results does not show the device, then the device is already deregistered. 

3. Follow these steps when deregistering the following models: TC58

   • • Select "Devices" option on the left and in the search bar scan or type the IMEI 1. 

     • If the search results show the device, select the "Remove" option located to the right of the "Date Added" column. The device is now deregistered.

     • If the search results does not show the device, then the device is already deregistered. 

Repeat these steps for every device that will be sent to the repair facility. Once complete, move to the "REX Asset Update (TC58 Only)" if any of the models were a TC58. Otherwise, move to the "Zebra Repair Warranty Site" section

REX Asset Update (TC58 Only)

1. Log into Office Depot's REX instance.

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

3. Use the magnifying glass on the top right hand corner to search for the asset.

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

5. Scan/Type the IMEI#1 and IMEI#2 in the "Notes" field. 

   1. • If these values already exists in the "Notes" field, verify that these match. If they do not match, replace them with the correct values.

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

Proceed to the "Zebra Repair Warranty Site" section

The Zebra Repair Warranty Site

1. Go to the Zebra Warranty Site

2. Insert the serial number of the device in the "Serial Number Search Bar" and select the "Search" button.

3. When the results are displayed, draw your attention to the "Hardware Warranty End Date" first, then to the "Comprehensive Coverage" line if available. 

   1. • If today's date does not exceed the warranty end date, this device's warranty is still active and can be sent to repair. Skip this section and continue to the "The Zebra Repair Portal" section.

      • If today's date exceeds the warranty end date, but there is a "Comprehensive Coverage" line that has an Entitlement End Date that exceeds today's date, this device's warranty was renewed and can go to repair.

      • If today's date exceeds the warranty end date and there is no "Comprehensive Coverage" line, this device's warranty has expired. Follow the steps below.

        1. Update the RMA ticket tied to the off contract device.

           • Repair Tab - Change the "Repair Status" from "RMA in Repair" to "No Repair Needed"

           • Repair Tab - Change the "Resolution Category" to "OFF CONTRACT"

           • RMA Tab - Change the "Status" to "Closed" *** Only do this if the status shows "Replacement Delivered" or "No Replacement Needed". If this doesn't apply, continue to the next steps ***

           • Save all changes

        2. Update the Asset tied to the off contract device. The business unit will determine what status the asset should be changed to.

           • Change the Location ID to "SST-R" or "SST-SC".

           • Change the Status to "OFF CONTRACT- RETAIL" or "OFF CONTRACT- SUPPLY CHAIN"

           • Save all changes

Repeat this process for all devices expected to go to repair. Once complete, continue to the "The Zebra Repair Portal" section

The Zebra Repair Portal

There should be two bins: "Needs Repair - Retail" and "Needs Repair - Supply Chain". These bins have devices that were triaged and now are ready to be sent to a Zebra facility to be repaired. 

1. Go to the Zebra repair portal (https://www.zebra.com/us/en/support-downloads/request-repair.html)

2. Select "Log In

3. Select English (or preferred language). The page will redirect to another webpage that will require your log in credentials 

4. Fill in your credentials and sign in

You should now be inside the Zebra Repair Portal and can continue to the "Opening A New Repair Order" section

Opening A New Repair Order 

1. Select the "Create Repair Order" tab on the top left hand corner of the portal.

2. Select "New Repair Order" option

3. Under the box name "Return Shipping Address", select the blue magnifying glass. A new UI will appear.

4. Find and select the address that has the following values:

   • • Postal Code - 30024

     • City - Suwanee

     • Company Name - Strategic Systems & Technology 

     • Address - 3325 Paddocks Pkwy

     • Address 2 - Ste 250

5. Once selected, a blue highlight of the selection should be seen. Select the "Select" option. *** This will auto fill the return shipping address for that box ***

6. Under the box name "Shipping Contact", select the blue magnifying glass. A new UI will appear.

7. Select the magnifying glass on the upper left hand corner of the new UI.

8. Select the "First Name" field, type "OD" and then press enter. A few results should show up. 

9. Select the address that has the following values:

   • • Last Name - Tech

     • First Name - OD

     • Work Phone Number - 6783897200

     • Email - tech@sstid.com

     • Job Title - United States 

10. Once selected, a blue highlight of the selection should be seen. Select the "Select" option. *** This will auto fill the shipping contact for that box ***

11. Select the "Next" option

You should now be inside a new portal where you can begin adding the device information that needs to be repaired. Continue to the "Submitting Device Information" section

Submitting Device Information 

1. Fill in the following required details for the device in the "Add Product" section:

   1. • Serial Number - The device's serial number

      • Problem Category - Based on the sticky note on the device, select the option that closely resembles what the full issue is. If no option is close, select "Others"

      • Problem Detail - Select the option that narrows down what the issue is. If no option is close, go back to "Problem Category", select "Others" and then for the "Problem Detail", select "Error received (see notes)".

      • Problem Description - Not required if the "Problem Category" and the "Problem Detail" was not selected as "Others". If it was, take the time to specify what the problem is.

2. Once all the necessary fields have been filled in, select the "Add" option. *** The portal may take a few minutes to register the submission. Be patient ***

3. When the portal accepts the submission, the "Product Information" section will make itself available to interact with. Take some time to look over what was just submitted. If everything looks good, select "Add Product" *** The option looks like a plus button ***

Repeat this process for all devices that need to be repaired.

Once complete, Select the "Next" option in the portal and continue to the "Finalizing The Repair Order" section 

Finalizing The Repair Order 

After selecting the "Next" option, you will be pushed to the "Review Cart". Here you will review all the devices that were submitted. 

Pay close attention to the shopping cart image (more specifically the "Billable - " area). If this value is greater than 0, following the below steps in this section. If the value is 0, select the three check boxes near the bottom of the submission form and select the "Submit" button. You will be pushed to the order confirmation page. Here, you should see the "Repair Order Number" and a "Standard Shipping Label" button. 

From here, you are clear to move on to the "REX RMA Update" section

1. Navigate through the submitted devices and find the device that is billable.  Each device will have their own unique line with all the information that was provided from the previous steps. It'll show "Billable" in the "Job Type" field along with a price in the "Net Price" field.

2. Once the device(s) are found, select the check box for each device that needs attention. 

3. Select the "X" option. You will be asked "Are you sure".

4. Select "Yes"

5. Log into Office Depot's REX environment.

6. 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.  

7. Use the magnifying glass on the top right hand corner to search the serial number number and select the most recent RMA that is tied to the serial number.

8. Select the searched RMA (another UI will appear to the right side of the screen). 

9. Select the "Repair" tab. *** The "Repair" tab in the most recent RMA ticket should have the status "RMA in Repair" ***

10. If there is text in the "Repair Status" field, select the "V" option located to the right of the "Repair Status" field and select "No Repair Needed". If there is no text in the "Repair Status" field, select "No Repair Needed" and continue to the next step.

11. Type OFF CONTRACT in the "Resolution Category" field.

12. Select the "RMA" tab.

13. In the "Status" field, type Closed.

14. Select the green "Save" button. ***Copy the serial number again if needed ***

15. Go to the "Assets" option in the REX portal.

16. Use the magnifying glass on the top right hand corner to search for the asset (paste the serial number that was just used to make changes in the RMA section).

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

18. Change the following fields:

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

       • Status = "OFF CONTRACT- RETAIL" or "OFF CONTRACT- SUPPLY CHAIN" *** If the "Business Unit" field is "Supply Chain", the status will be "OFF CONTRACT- SUPPLY CHAIN". If the "Business Unit" field is "Retail", the status will be "OFF CONTRACT- RETAIL".

19. Select the green "Save" button.

20. Take the device(s) and place them in a bin labeled "Off Contract - Retail" or "Off Contract - Supply Chain". *** Use the REX Portal to determine the business unit (Retail/Supply Chain) if needed ***

REX RMA Update 

After submitting the repair order, you should've received  the "Repair Order Number" and a "Standard Shipping Label". You'll be using this to make edits to the RMA these defective devices are tied to.

Here's how to locate the "Repair Order Number" and the "Standard Shipping Label" if you are no longer on the page that displays this information:

1. Go to the Zebra repair portal (https://www.zebra.com/us/en/support-downloads/request-repair.html)

2. Select "Log In

3. Select English (or preferred language). The page will redirect to another webpage that will require your log in credentials 

4. Fill in your credentials and sign in

5. Select "Check Repair Status"

6. In the left UI, select "Custom Search"

7. Select the "Serial Number" button

8. Insert one of the serial numbers (that's tied to the order you just submitted) in the white box below.

9. Select "Submit"

The repair page results on the right side should now show a single entry with various columns.

10. Find the column labeled "Order Number"

11. Select the number underneath (the number should be blue text indicating that it is a hyperlink)

You'll be taken to another page; this is where the "Repair Order Number" and the "Standard Shipping Label" is. The "Repair Order Number" is located on the top-lefthand corner of the page and the Standard Shipping Label is located in the UI box labeled "Attachments" (the label itself is usually above another document labeled "ShippingManifest"

12. Open Office Depot's REX portal

13. Scan the defective device's serial number

14. Select the most recent RMA that the device is tied to (the repair status should already be "RMA in Repair") 

15. Insert the the information below in the following fields in the "Repair" tab:

    1. • Manufacturer RMA = "Repair Order Number"

       • Tracking Number to Repair = "Standard Shipping Label Tracking"

       • Ship Date to Repair = "Today's Date of the expected ship date"

Repeat this for all defective devices going to repair.

Once complete, proceed to the "Shipping The Repair Order" section

Shipping The Repair Order

After submitting the repair order, a shipping manifest should've been emailed to your company email address. Hold onto this for now and continue through the steps in this section.

1. Select the "Standard Shipping Label" button. You'll be taken to the zebra shipping page. 

   1. • If you're attempting to get the shipping label while not on the confirmation page, you'll need to follow these steps:

        1. Go to the Zebra repair portal (https://www.zebra.com/us/en/support-downloads/request-repair.html)

        2. Select "Log In

        3. Select English (or preferred language). The page will redirect to another webpage that will require your log in credentials 

        4. Fill in your credentials and sign in

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

        6. Select "Custom Search"

        7. Select "Order Number"

        8. Provide the order number and then select "Submit". The order should show up to the left of the box where you submitted the order number. 

        9. Select the order number. *** The order number should be highlighted in blue ***

        10. The "Standard Shipping Label" button should now be visible near the top of the portal. Select it.

2. Look for the "Shipping Label" section. There should be at least 1 entry in the box.

   1. • The amount of entries shown will be dependent what kind of devices were submitted.

      • Example: Devices that are in the TC/ET family will generally be sent to the "Buffalo Grove Service Center" facility while devices from the RS family will generally be sent to the "Arkansas Service Center".

      • It's recommended to begin separating the device types to help prep for when it's time to confirm the total number of boxes and where they will be going. 

3. Determine how many boxes will be needed to pack all the devices.  *** You'll need to pack the TC/ET devices and the RS devices in different boxes *** 

4. Once the number of boxes have been determined, confirm what Repair facility you're packing the devices for and select the "No. of Packages To Be Picked Up" field for that repair facility. 

5. Enter the number of boxes you'll be packing the devices in.  *** Do the same thing for all other entries ***

   1. • Based on the total amount of devices submitted, the "MAX No. of Packages Allowed" field will help you determine how many boxes would suffice for packing. You are able to pack your devices with few boxes but cannot exceed the MAX amount of packages allowed. 

6. Once complete, do not select the "Submit" button.

   1. • Instead, print out the shipping manifest that was emailed to your company email earlier.

      • The shipping manifest will be broken up into parts based on the type of devices submitted. It will have all the information that was provided by you along with where they will all go.

      • Pay close attention to the "Depot Address". The "Depot Address" is the repair facility and multiple "Depot Address" may be present in one manifest.

      • Each "Depot Address" will have a certain amount of devices tied to it. Make sure to separate these pages. You'll need to include these inside the box with the packed devices. *** Each box will need their own copy of the manifest, so you may need to print multiple copies ***

7. Back to the zebra shipping page, Select the "Submit" button. You'll be taken to a "Collection Confirmation" page.

8. Under the "Attachment Name", you should see at least 1 entry. Select the numbers highlighted in blue. A new UI will appear.

9. Select "Download". This is your shipping label.

   1. • Attach this label to the box.

Proceed to the "Scheduling a FedEx Pickup" section

Scheduling a FedEx Pickup

Each time that Office Depot repairs are submitted, a FedEx ground pickup should be scheduled.

1. Using a browser, connect to FedEx.com and log in. 

• User Name: sstid1

• Password: 30024Strategic@!

2. Hover over Shipping, and select "Schedule and Manage Pickups."

3. Select 'Schedule a Pickup'.

4. The default information should be the Strategic Systems address, but the Contact Name and Phone Number should be completed.  Enter your name, and the company phone number (678-389-7200).

5. Under Package Information, select FedEx Ground Pickup.

6. Enter the number of packages and estimated weight of the total.  *** The weight does not need to be exact ***

7. Select today as the Pickup Date (or the closest day that the FedEx site offers).

8. Ensure that the Ready Time is correct (8:30 a.m. or 9a.m) and update the "Latest Time Available" to 5PM.

9. Click "Schedule Pickup."

Proceed to the "Proceed to the "Scheduling a FedEx Pickup" section

The Final Check

Before you ship out the repair order, consider the following:

1. How many boxes did I pack?

2. Did I print a manifest for each box?

3. Did I put the appropriate parts of the manifest in each box?

4. Are the devices in the box shown on the manifest?

5. Were the device types packaged separately? TC/ET VS. RS

6. Did I print out all of the shipping labels?

7. Did you fill in the following fields within the connected RMAs that are apart of the repair order?

   1. • Manufacturer RMA: "Repair Order Number"

      • Tracking Number to Repair = "Standard shipping label tracking number"

      • Ship Date to Repair = "Today's Date or Date when expected to ship"

8. Does the shipping label on the box have the same facility name as it does on the manifest inside the box?    

If the above has been checked, finalize the packing and place the box(s) on the "FedEX Ground" shipping cart in the receiving area.

The Repair Process is Complete