What to Expect

Identification of Zebra Repair Packages Incoming repair packages are delivered by FedEX, typically between 2:00 PM and 4:00 PM. Technicians must inspect incoming shipments for the following identifiers on the shipping label:

• Attention Line: TECH SERVICES Sonnys

• Sender Address: The package will originate from one of two Zebra facilities:

  • Buffalo Grove, IL: 2550 Millbrook Drive, Buffalo Grove, IL 60089

  • Bentonville, AR: 1201 S.E. 28th Street, Bentonville, AR 72712

Procedure

• Identify Package: Inspect packages for the identifiers listed above.

• Gather Repair Documents: Obtain the paper document that came with the repaired device. 

• Update REX: Update the device's status in REX to reflect its return from repair. This step is critical for tracking the device's lifecycle and repair history.

Proceed to the "Labels & Boxes" section

Labels & Boxes

Physical Preparation

Before you begin, identify your goal for this device.

• To prepare the device for check-in at a later time, follow Procedure A.

• To complete the full check-in process, follow Procedure B.

Procedure A: Staging for Later Check-In

1. Retrieve a "Sonny's Direct" box.

2. Remove the device from the box.

3. Remove the repair document from the box.

4. Carefully cut the shipping label from the box.

5. Secure the label and the repair document with the device. Usually a rubber band will work.

6. Place the prepared device into the "Sonny's Direct Repair Check-In" bin. 

Procedure B: Preparing for Immediate Check-In

1. Retrieve a "Sonny's Direct" box.

2. Remove the device from the box.

3. Remove the repair document from the box.

4. Carefully cut the shipping label from the box.

5. With the device, label and repair document in hand, proceed directly to the "Zebra Repair Portal and REX RMA Update" section.

Zebra Repair Portal and REX RMA Update

1. Obtain a device for processing.

2. Log into Zebra Portal: Navigate to the Zebra Repair Portal.

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

3. Initiate Search:

   • • Select the Check Repair Status tab.

     • Click Custom Search.

     • Set the search parameter to Serial Number.

4. Scan or type the device's SN into the search field and click Submit. The repair order details will appear on the results page.

5. Configure Display Columns (First-Time Setup Only):
   Note: This configuration is tied to your account and only needs to be performed once. If your columns are already configured, you may skip to Part B.

   • • Click the Column Display Settings icon (|||) located above the search results. 

     • In the "Columns Displayed" menu, ensure the "Selected Column" box contains the fields listed below. Use the < and > arrows to add or remove items.

       • • Line Number

         • Order Number

         • Inbound Tracking Number

         • Outbound Tracking Number

         • Received Date

         • Ship Date

         • Action

         • Remedy

         • Serial Number

         • Outbound Serial Number

         • Hold Details 

     • Click Save to apply the changes.

REX RMA Update

1. Log into Sonny's Direct REX portal.

2. Find the RMA number on the device's shipping label. Use the search icon (🔍) in the top-right of the portal to search for this number.
   IMPORTANT: If you cannot find an RMA number on the shipping label, STOP. Escalate to your manager for assistance.

3. Select the correct RMA from the search results to open its details panel.

4. Carefully compare the serial number on the physical device with the serial number listed in the REX RMA details.

   • • WARNING: POTENTIAL MISMATCH If the serial numbers DO NOT MATCH, the wrong device may have been shipped. STOP THE PROCESS IMMEDIATELY. Do not make any changes in REX. Escalate to your manager for assistance.

5. On the RMA tab, locate the Status field and change the value to "Closed".

6. Select the Repair tab and populate the fields as follows:

   • • Repair Status

       • • Set to "Repair Complete".

     • Repair Result

       • • Select the option that best matches the "Action and Remedy" line from the Zebra documentation. If multiple repairs were done, use the first line item only.

     • Resolution Category

       • • Set to "ZEBRA REPAIR - SST OS RELOAD, & STAGE".

     • Manufacturer RMA

       • • Verify the number is already present.

         • Find this in the "Order Number" column of the Zebra portal or on the Zebra repair document.

     • Tracking Number to Repair

       • • Verify the number is already present.

         • Find this in the "Inbound Tracking Number" column of the Zebra portal.

     • Tracking Number from Repair

       • • Enter the tracking number.

         • Find this in the "Outbound Tracking Number" column of the Zebra portal.

     • Ship Date to Repair

       • • Verify the date is already present.

         • Use the date from the "Received Date" column of the Zebra portal.

     • Delivery Date to SST from Repair

       • • Enter the delivery date.

         • Find this in the "Ship Date" column of the Zebra portal.

7. Save Changes: Click the green Save button to finalize all updates.

Proceed to the "REX Asset Update" section

REX Asset Update

1. Select the "Assets" option in the Sonny's Direct 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 = "SST"

      • Status = "Pending Staging"

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

6. Take the device and place it in the appropriate model bin labeled "Sonny's Direct Pending Staging"

The Repair Check-in Process is Complete