3 Advantages 24x7 access Online Repair requests creation Printable shipping documentsRepair Status checkingConsignment tracking informationCollection serviceRepair StatisticsRMA Quotation ApprovalWarranty & entitlement information checkingMulti-lingual interfaceAccess to products documentation and other Motorola information resources
4 RMA PORTAL NAVIGATIONAccess RMA Portal via link New customers please click on “PSION” link under “Register for an Online Repair Request (RMA)” and fill in the New User Registration form – click on Submit Once you receive the confirmation about creation of your account you can request repairs via “PSION” under “Login to the RMA Portal” If you need help contact please.
5 RMA PORTAL NAVIGATION Links to Useful Pages Other useful Links and informationRMA Portal Action MenuStarting menu, password expiration and and last logging info
6 Validate Warranty and Entitlement Click on “Validate Warranty/Entitlement”Enter Serial Number hereClick on ValidateResults
7 ONLINE REPAIR REQUESTClick on Create New Repair Request
8 REPAIR REQUEST DETAILS Enter Serial NumberClick on Find ProductIf Serial Number is not found, please choose product family from drop down menuYour requests will be listed here before you continue.Select Problem AreaSelect Problem DescriptionAdd Additional Problem DescriptionIf you want to create another request please repeat all the steps.Once all Serial Numbers are listed here, you can click on Continue.Click ContinueClick on Add Product
9 SHIPPING INFOTo change from current address to another existing address that is set up in our database, select “Choose from your addresses”Select “Change the Address” in case you would like to use an address which is not present in the drop-down menu. You can now manually input any address details.In case you selected “Choose from your addresses” in the previous step, you can select the correct address from the drop-down menu.If you selected “Change the Address”, you can input any Address details here.On the Return Address Shipping Information screen, please verify the return address displayed. By default the system displays “Use current address” and your default return address details set up for your account.Click on Continue
10 CONTACT INFOTo select a different contact from the list of existing contacts in our database, select “Choose from your contact”To enter new contact details, select “Change the contact”.On the Shipping Contact Information screen, please verify the name, telephone and fax numbers and an of the contact person at the return shipping location. The default contact is the same as the RMA portal account owner. “Use current contact” is displayed.Click on Continue
11 ENTITLEMENTIn case you do not agree with the Service Type displayed, please select “yes” from the drop-down menu to override the Service Type. After that please select the correct Service Type from the drop-down menu above.If you select Contract Service Type, a contract number is to be filled in to the Contract Number field.In case Repeat Repair Service Type is selected, an RMA number of the previous repair is to be filled in to Original Job # field.Cost of Repair: For Time&Material repairs, a per-unit quote is displayed for customers with direct account with Motorola Solutions. If you do not have a Direct Service Account, the following message will be displayed: “Please send your units to our repair centre. You will be quoted via your service partner once we have received the units.Entitlement Information shows the Type of Service connected to the particular Serial Number .Click on ContinueCustomer Reference #: Enter your internal reference number if you have any
12 BILLING INFOIf the default billing information is in-correct, please select “no” from the drop-down menu and click on Continue. Motorola Solutions support desk will contact you with further instructions.In case you do not have a Direct Service Account with Motorola Solutions your service partner’s Billing address will be displayed by default and is not to be changed.Verify Billing address details on the Billing Information screen.Click on Continue
13 CONFIRM RMA DETAILSSINGLE-DEVICE REQUEST: On the Confirm RMA Details screen, please review the product details, shipping address details and contact information.Click on Submit RMA.
14 SUBMITTED RMA DETAILSOn the Job Details screen, please click on “Print RMA” at the bottom to print out the shipping document(s) (RMA form) for your device(s).Send the faulty device(s) to Motorola Solutions for repair including the RMA form.If there is a Price Quote on the RMA form, please note it can be used as a Purchase Order once stamped and signed for all EMEA countries except for United Kingdom and South Africa, Russia and Ireland where a company headed paper is required by law.
15 SUBMITTED RMA DETAILS MULTIPLE-DEVICE REQUEST MULTIPLE-DEVICE REQUEST – view / print RMA forms:On the Submitted RMA (Job details) screen:To see the complete RMA form with all the serial numbers, please click on “Print all RMA`s”. This will show RMA form with all the serial numbers logged.If you wish to see / print the details of each submited repair request separately :Please navigate to “View Repair Status”, click on the “RMA#” of the repair request you wish to see - details of the particular request will appear.To print a RMA form for each request separately, please follow the same path as above and simply click on “Print RMA”.
16 VIEW REPAIR STATUSTo view RMA requests that you have submitted within the last 30 days, please click on “View Repair Status” tab from the main menu on the Home page. Up to 10 RMA requests are shown per page.Click on “View Repair Status”Select time periodEnter RMA Number, Serial number, Customer reference number for quick search.Click on RMA number to see all the details for each RMAStatus update
17 SCHEDULE PICKUPIn case the units are covered by contract with collection service included you can arrange the prepaid collection service on RMA Portal.In all other cases by clicking on Pickup Collection image you will be redirected to corresponding carrier’s website where you can request collection. Collection service is to be paid by customer.Click on “View Repair Status”Click on the tracking link to proceed to carrier`s website
18 SCHEDULE PICKUP – unit on contract with collection service Search the Pick Up Address or choose from your Collection Address and complete the following fieldsClick on “Schedule Pick Up”
19 SCHEDULE PICKUP – unit on contract with collection service Click on the button to print Shipping Label
20 REPAIR STATISTICSSpecify Repair Type by checking Billable, Contract or Warranty repairs boxesSelect Start Date and End DateClick on “Repair Statistics”Select products for which you wish to create a chart for from Product List. Use Select All to select all products available and Clear All to clear all choicesChose chart view by selecting its Width (Small, Medium and Large) and Type (Column or Line)Choose type of chartSelect site for which you wish to create a chart for from Site ListClick on “Generate Chart”
22 Approve RMA Quotation Click on “Approve RMA Quotation” Click on “Approve” to approve the quoteAdd ”PO number”ADDRESSClick on “Reject” to reject the quoteCheck the box to confirm Terms of ServiceRead “Terms of Service”
23 Click on OK to confirm your choice Approve RMA QuotationIn case you choose “Reject” you have two options “Reject/Return” to return the unit unrepaired to the Shipping address and “Reject/Scrap” to scrap the unit in MotorolaClick on OK to confirm your choice
24 TIPS & TRICKS What if you select “NO” during the logging process If you indicated that the entitlement or billing information is not correct during the RMA request logging, PSION support desk will contact you.Support needed with RMA portal handlingIn the case you are experiencing any difficulties using the RMA Portal, please contact our PSION support desk via and we will happily assist. Should RMA Portal display an error message a print screen together with detailed description would be much appreciated.
25 USEFUL LINKS Support email@example.com Online RMA - Europe, Middle East & Africa