What to Expect

The bin labeled "Sonny's Direct Awaiting Evaluation" contains all devices that have been successfully checked in and are now ready for triage.

Proceed to the "REX RMA Lookup" section

REX RMA Lookup

1. Retrieve a device from the "Sonny's Direct Awaiting Evaluation" bin.

2. Locate the serial number on the physical device itself (typically found on the back, sides, or under the battery).

3. Log in to the Sonny's Direct REX portal.

4. Navigate to the RMAs section and use the search icon (a magnifying glass) to search using the device's serial number.

5. The search may return multiple RMAs associated with that serial number. Carefully review the results and select the most recent RMA record, which is typically the one with the latest creation date.

   • • IMPORTANT: A single device may have multiple past RMAs. It is critical to choose the correct record to avoid errors. If you are uncertain, contact your manager before proceeding.

6. In the RMA Details panel, scroll down to the Problem Description section and review the Additional Details field to understand the issue.

7. On a sticky note, write a brief, clear summary of the problem (e.g., "Cracked Screen," "Won't Power On," "Software Error").

   • • Keep the RMA open

8. Affix the sticky note securely to the back of the device.

9. Determine the correct routing path for the device based on the nature of the issue:

   • • Place the device in the "Needs Repair" bin if the issue is hardware-related (e.g., cracked screen, broken buttons, port damage, physical damage).

     • Place the device in the "Pending Staging" bin if the issue is software-related or requires configuration (e.g., OS error, application failure, connectivity problem, "no fault found").

10. After placing the device in the appropriate bin, proceed to the next section to complete the required system updates. 

Proceed to the "REX RMA Update" section.

REX RMA Update

Based on the path determined in the previous section (Repair or Pending Staging), follow the corresponding procedure below to update the RMA record.

Procedure A: If the Device Needs Repair

1. On the main RMA tab, set the Status field to "RMA In Repair".

   • • Note: The previous status is typically "RMA Evaluation."

2. Navigate to the Repair tab.

3. Set the Repair Status field to "RMA In Repair".

   • • Note: This field's previous status is also typically "RMA Evaluation."

4. Click the green Save button to apply the changes.

Procedure B: If the Device is Pending Staging

1. On the main RMA tab, set the Status field to "Closed".

2. Navigate to the Repair tab.

3. Set the Repair Status field to "No Repair Needed".

4. Set the Resolution Category field to "WIPE, OS RELOAD, & STAGE".

5. Click the green Save button to apply the changes.

Before moving on, copy the device's serial number from the RMA. You will need it for the next section.

Proceed to the "REX Asset Update" section.

REX Asset Update

After updating the RMA record, the final step is to update the corresponding Asset record and physically place the device in its next location. Use the serial number you copied in the previous section for these steps.

1. In the REX portal, navigate to the main Assets section.

2. Use the search icon (a magnifying glass) to find the asset by pasting the device's serial number.

3. Select the correct asset from the search results to open the Asset Details panel on the right side of the screen.

4. Now, follow the procedure below that matches the path the device is on.

Procedure A: If the Device Needs Repair

1. In the Asset Details, update the following fields:

   • • Set the Location ID field to "Zebra Repair".

     • Set the Status field to "MANUFACTURER REPAIR".

2. Click the green Save button to apply the changes.

3. Place the physical device in the bin labeled "Sonny's Direct Needs Repair".

Procedure B: If the Device is Pending Staging

1. In the Asset Details, update the following fields:

   • • Set the Location ID field to "SST".

     • Set the Status field to "Pending Staging".

2. Click the green Save button to apply the changes.

3. Place the physical device in the bin labeled "Sonny's Direct Pending Staging".

The Evaluation Process is Complete.