Online Repair Request USER GUIDE Version

Transcription

1 Welcome to Online Repair Requests from Advanced Wireless Communications. With this FREE service you can now get your two-way radio, wireless equipment and warranty service done online anytime of the day or night. You can also track the progress of your repair online anytime. This guide will help you with the process. SECURITY LOGIN From the Advanced Wireless Communications HOME page, locate the menu on the left and click on SERVICE then select REPAIR REQUEST. OPEN THE WEBSITE When you are ready to complete your Repair Requests, open up any web browser and enter the following into the address line: You will then be prompted to log in if you have not already done so. Advanced Wireless Communications Home Page You will be brought to the home page of Advanced Wireless Communications. You may have been provided with a special Auto Login link that will allow you to log in with only your store number. If so, please use that link instead of the one above. Enter your assigned Username and password that you received from your Account Manager or from Advanced Wireless Communications. User name and passwords are case sensitive. If you were provided with a secure login link, you will see the following prompt instead of the user name and password prompt: - 1 -

2 In this case, you only need to enter your store number to continue. Once logged in, you will be presented with the Repair Wizard that will prompt you through the steps of completing the return process for radios and warranty returns. RETURN WIZARD You will notice that only the models of radios you currently can return to Advanced Wireless Communications will be shown in the list that is displayed for you. To begin, select from the list the model of radio you wish to return for repair. First we need to enter a Contact Name for this return, an optional address if available. ( address is used to contact you if there are any questions or errors found with the order). You may also be prompted for a PO number. If no PO number is required you will be prompted to enter your First Name in the Customer PO # box. Next we are ready to add our first Radio to the Repair Request. Click on the ADD EQUIPMENT button to begin adding radios. You will next be prompted for the serial number of the radio. If you need help finding the serial number, click the? next to the serial number box for help. Optionally, you may be prompted for your internal Equipment ID for this unit (Example: Security #2, Manager, WHouse#3) so you can easily track units by the name you know them as instead of just by the serial number. (This option can be enabled by account) - 2 -

3 Serial Number Help: box, select the problem that best matches what you see happening with your radio. Many times, there are common solutions to problems that a radio may have. You may be asked another question based on the problem you selected. In the above example, the user selected that the Power cycles when starting to transmit. The wizard then asks the user Is the battery charged? Try replacing the battery with one that is known to be good/charged. Does it turn on then? You are then prompted to select an answer to that question. A scrolling box will appear with step by step instruction and photos of how to find the serial number for the radio model you chose. You can then enter the serial number into the box on the form. If you still cannot find the serial number, there is a lick to click on the help window to indicate that no serial number was found. PLEASE NOTE: Failure to enter a serial number may delay your repair. Next you will be prompted to select what the problem is with the radio. Using the pull-down In this case, if the user responds YES we then know that the radio is good and does not need to be sent in for repair and either the battery is not charged or is bad. If the battery does not work after recharging it, you only need to replace the battery. If the user responds NO we are prompted to enter a description of the problem and in the second box, enter any accessories that will be returned with the repair. We ask that you do NOT send any accessories back with the radio unless you feel the accessory is part of the - 3 -

4 problem. Please remove the battery, headsets battery cover and carrying cases. When you have filled out all the information on the form, click on ADD EQUIPMENT TO REPAIR REQUEST You are then shown a summary of the repair requests currently in the queue and given an option to ADD EQUIPMENT or if completed, SUBMIT REPAIR REQUEST. You can add as many units (Radios or Equipment) at one time as you wish. You must however, limit the units to what will be fit in ONE SHIPPING BOX. Start a new request for any additional shipping boxes. Select the equipment or accessory from the list and you will be prompted to enter a quantity, description of the problem and optionally, any additional accessory you are returning with this item (normally not needed if returning an accessory). NON-SERIALIZED WARRANTY REPAIRS: Items that are non-serialized but still under warranty are selectable from the equipment list too. You will not be prompted for a serial number but will be asked for the quantity that you will be returning. Only items available in your list (with photos) can be returned for repairs via our online repair system. NOTE: Charges may apply for nonwarranty or non-contract approved repairs. When you finished entering items and have clicked on the Submit Repair Request button, you will then need to print out the shipping - 4 -

5 label and Radio Repair Request Sheet that must be put in the box with the radios. Authorization form. You may also print out a copy for your records. Click on the Print Shipping Label and Radio Repair Request Authorization Form button. Please note: Clicking this button will cause a new web browser page to open. Some computers may have this form of pop-up blocked. Contact your network administrator if you need help unblocking this application. You can also try holding down the Control Key on the keyboard while clicking the button. You have now completed the Radio Repair Wizard. Close up the box and add your UPS, FedEx or USPS label to the box and ship it to Advanced Wireless Communications. You can also get a reprint of the shipping label or return to the Wizard if you need to enter more returns for the last screen. ONLINE REPAIR TRACKING Once your radios are entered into the system, you can track the progress using our online Repair Status system. From the main menu, click SERVICE then on REPAIR STATUS The first page will be a pre-addressed shipping label and instructions. Just fold the page in two (or cut on the dotted line) and attached the shipping label to the box. From here you can see the status on all radios that have been submitted for repair. The second page is the Repair Request Form and should be placed in the box with the radios. This form is your Return Merchandise - 5 -

6 Units listed as ON HOLD mean we are waiting on parts for your order. Repair time will be delayed. Clicking on any line will give a detailed look at the radio and its status: Units listed as AUTHORIZE are waiting on authorization for repair to continue. Contact your authorizer or Advanced Wireless Communications for additional information. Pre-Paid repairs that exceed the pre-paid deposit amount will require authorization. CANCELLING A REPAIR REQUEST On completed (Shipped) units, you can click on the tracking number and get instant tracking through either UPS or FedEx. See who signed for the package and on what date. This information is available anytime, day or night. If you have submitted a repair request and then for some reason need to cancel it before it is actually sent to Advanced Wireless Communications, you may do so in the tracking area. Find the radio in the list (It will be indicated as IN TRANSIT in the list). TRACKING STATUS MESSAGES Units listed as IN-TRANSIT mean you have submitted the repair request but we have not received the unit at our Repair Center yet. Units listed as RECEIVED mean we have received and accepted your unit for repair but repairs have not yet been started. United listed as IN-PROCESS mean we are currently working on the repairs of that unit. Click on the line and in the detail screen you will see a CANCEL THIS REPAIR REQUEST button at the bottom. Please note. Do not attempt to cancel a repair request after the unit has already been shipped to Advanced Wireless Communications. Call our support department at (952) Option 5 for instructions on how to cancel a shipped unit

7 ERROR MESSAGES Sometimes radios submitted for repair do not match our records or it may error for other reasons. This will be indicated in the Status message in RED. Normally this will be corrected by Advanced Wireless Communications when the radios are received. This will also happen if you did not enter a valid serial number. We will contact you if we need more information to correct the issue. CONTACT US Advanced Wireless Communications Kensington Blvd Lakeville, MN United States of America Toll Free: International: UPS, USPS and FedEx copyrights and trademarks are the property of their respective owners. All rights reserved