SUPPORT AND SERVICE CENTER

Zebra Technologies:

WE MAKE BUSINESSES AS
SMART AND CONNECTED AS
THE WORLD WE LIVE IN

We build tracking technology and solutions to give companies unprecedented visibility into their businesses.

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Factory Warranty

The manufacturer warranty period covers devices for one year, parts with a serial number for 90 days, and parts without a serial number for 30 days. To request repair of a covered product or part, please check the following:

  • The device has not been altered or modified
  • The device has been used under normal and proper conditions
  • The serial number on the device is legible.

Manufacturer warranty includes the following benefits.

  • Repair, service maintenance, and adjustment of devices with manufacturing defects.
  • Telephone Support
  • Recommended changes and updates by the Zebra Technologies Engineering Team

Please note that manufacturer warranty response times are subject to our best-effort policy.

For more details click here:


What steps should I follow when opening the equipment for the first time in its original box I find it damaged?

DOA (Dead on Arrival) 

Benefits of Acquiring Services Zebra


Support services and repair of Zebra Technologies, lend themselves to appliances under a service contract or under the standard product warranty. Some of the benefits of purchasing a service contract Zebra One Care are:

  • Greater coverage than that offered in the product factory warranty.
  • Short time preferential attention and solution.
  • Fixed price and guaranteed time contract coverage, which allows better control of your budget.
  • Assurance of maintenance on the installed base, which allows to solve any eventuality quickly and effectively.
  • Service options covering equipment for any type of failure.
  • Manufacturer support in maintaining and conditioning equipment for proper operation.
  • New and original spare parts.
  • Access phone support y software updates .

Software Support

This service is available only on computers that are covered by a service contract or the standard product warranty.
  • The information about resolving recent problems, product manuals, software downloads and updates FAQ, can be found on the support site Zebra Technologies.
  • Visit EVM software support (Mobile computing, RFID, WLAN, Scanners) 
  • Visit AIT software support (Printers)

Time and Supplies

Time and Supplies (includes Flat Rate Repair, FRR) is the process available for repair of devices not covered by a service agreement or the manufacturer warranty.

This service is only available for devices that are still on the market and Zebra Technologies has not announced a final date of product sale.


If you choose this service, please take into account the following conditions:

  • The devices are repaired based on time and supplies available at the time of customer's request.
  • Product return and shipping costs are not included.
  • If the service proposal is not accepted by the customer, the customer will pay for the assessment and labor costs.

Zebra One Care

The Zebra OneCare contract for Enterprise equipment can be bought at the time you purchase the equipment until up to 30 days after purchase. The service contract is available for one, three, or five year terms of service, with the option to renew for one or two years. The coverage for Zebra One Care contracts for Enterprise equipment includes the following benefits, in addition to the three service levels: Essential, Select, and Premium (Advanced Service).

  • In AIT (Printers) to check the status of your service contracts click here    (Zebra One Care Services for AIT is only available in Mexico and Brazil)
  • In EVM (RFID, WLAN, mobile computing, scanners) to check the status of your service contracts contact the Zebra call center




Zebra One Care Essential

This service offers software updates and improvements, different levels of hardware support, technical support, replacement periods for repair, and various alternatives to allow you to obtain a solution that fits your business needs in terms of service and visibility. This support service can be purchased within the first 30 days after you bought the equipment.

  • The Zebra One Care Essential service is our service offer for 3 to 5 years of coverage.
  • Technical support during your working hours and 3 (three) days for repair from the time the equipment is received at the service center. Does not include time periods for moving equipment from one site to another.
  • The devices are diagnosed and repaired in accordance with the manufacturer specifications about repair, alignment, adjustments, and restoration for malfunction, as well as updated versions of firmware and mandatory engineering changes.
  • The repair warranty time is 30 calendar days for each malfunction.
  • Online user evaluation: identifies gaps in knowledge and presents suggestions for learning.
  • Telephone support  and software updates. 
  • Repair of failures caused by normal wear and tear of equipment.
  • Repair of functional failures, but not aesthetics or cosmetic issues.
  • General cleaning and preventative maintenance to the equipment after its repair.
  • Repair costs (labor) and spare parts.

Before sending your equipment to the service center, keep the following recommendations in mind:

  • The data or information contained in the equipment must be backed up by the user before sending it in for repair.
  • The Return Manual Authorization (RMA) is necessary to repair the equipment. .
  • The service is only valid for equipment that have not had previous intervention.
  • The costs for sending equipment to the service center and the equipment insurance are covered by the customer.
  • The costs for sending the equipment from the Service Center to the client[s office are covered by Zebra Technologies.
  • The Zebra One Care Service Center Essential contract does not include coverage for theft or damages caused by natural disasters; it does not include battery replacements or supplies.


ZEBRA ONE CARE ESSENTIAL WITH COMPREHENSIVE

Purchasing the option Zebra One Care Essential With Comprehensive, gives the following additional benefits to the contract Zebra OneCare Essential.

  • Repair of accidental damage (unintentional)

 Additional for EVM (RFID, WLAN, mobile computing, Scanners)

  • Repair or replacement of accessories like styluses, screen protectors, hand straps and covers supplied with the equipment.
  • Equipment replacement depending on the conditions of the contract:
  • Coverage three-year contract: Replacement of the unit once during the contract period.
  • Coverage five-year contract: Replacing the drive up twice during the contract period. 

Additional for AIT (Printers):

  • It includes change of (Printheads) damaged (This is not included for Tabletops)
  • Additional coverage option for batteries and heads
  • Zebra One Care services for printing equipment are only available for sale in Mexico and Brazil

Zebra One Care Service Center Essential

The Zebra One Care Service Center Essential contracts offer a service program with a one to three years service option. These can be purchased up to 30 days after buying the equipment. The Zebra OneCare Service Center Essential contracts include the following benefits:

  • Technical support during your working hours and 3 (three) days for repair from the time the equipment is received at the service center. Does not include time periods for moving equipment from one site to another.
  • The devices are diagnosed and repaired in accordance with the manufacturer specifications about repair, alignment, adjustments, and restoration for malfunction.
  • As well as updated versions of firmware and mandatory engineering changes.
  • The repair warranty time is 30 calendar days for each malfunction.
  • Online user evaluation: identifies gaps in knowledge and presents suggestions for learning.
  • Telephone support  and Software Updates.
  • Repair of failures caused by normal wear and tear of equipment.
  • Repair of functional failures, but not aesthetics or cosmetic issues.
  • General cleaning and preventative maintenance to the equipment after its repair.
  • Repair costs (labor) and spare parts.

Zebra One Care Select

This service offers software updates and improvements, different levels of hardware support, technical support, replacement periods for repair, and various alternatives to allow you to obtain a solution that fits your business needs in terms of service and visibility. This support service can be purchased within the first 30 days after you bought the equipment.

In addition to the Zebra OneCare Essential service, this service offers:

  • Help Desk 24/7 (Level 1 in English): means that you always get the support you need when you need it.
  • Administration of spare parts stock.
  • The replacement unit is sent the day after receiving the damaged unit at the Repair Center (Maximum 24 hours later).
  • Device diagnosis service, Battery maintenance, Replacement service / Battery update, Equipment collection (Units subject to RMA) and Equipment setup, Optional request available in some countries.

Before sending your equipment to the service center, keep the following recommendations in mind:

  • The data or information contained in the equipment must be backed up by the user before sending it in for repair.
  • The Return Manual Authorization (RMA) number is necessary to repair the equipment. .
  • The service is only valid for equipment that have not had previous intervention.
  • The costs for sending equipment to the service center and the equipment insurance are covered by the customer.
  • The costs for sending the equipment from the Service Center to the client[s office are covered by Zebra Technologies.
  • The Zebra OneCare Service Center Select contract does not include coverage for theft or damages caused by natural disasters; it does not include battery replacements or supplies.

ZEBRA ONECARE SELECT WITH COMPREHENSIVE

By purchasing the Zebra OneCare Select with Comprehensive option, you obtain the following benefits that are in addition to those included in the Zebra OneCare Select contract.

  • Repair of accidental damage (unintentional)

Additional for EVM (RFID, WLAN, mobile computing, Scanners)

  • Additional coverage option for batteries

Additional for AIT (Printers)

  • It includes change of Printheads damaged (This is not included for Tabletops)
  • Additional coverage option for batteries and heads
  • Note: Zebra One Care services for printing equipment are only available for sale in Mexico and Brazil

Zebra One Care Service Center Select

The Zebra One Care Service Center Select contracts offer a service program with a three to five year service option. These can be purchased up to 30 days after buying the equipment. The Zebra One Care Service Center Select contracts include the following benefits:

In addition to the Zebra One Care Essential service, this service offers:

  • Help Desk 24/7 (Level 1 in English): means that you always get the support you need when you need it.
  • Administration of spare parts stock.
  • The replacement unit is sent the day after receiving the damaged unit at the Repair Center (Maximum 24 hours later).
  • Device diagnosis service, Battery maintenance, Replacement service / Battery update, Equipment collection (Units subject to RMA) and Equipment setup, Optional request available in some countries

Before sending your equipment to the service center, keep the following recommendations in mind:

  • The data or information contained in the equipment must be backed up by the user before sending it in for repair.
  • A Return Manual Authorization (RMA) number is necessary to repair the equipment. .
  • The equipment must be operated and sent without any missing parts. Otherwise, a time and materials service request must be sent.
  • The costs for sending equipment to the service center and the equipment insurance are covered by the customer.
  • The costs for sending the equipment from the Service Center to the client[s office are covered by Zebra Technologies.
  • The Zebra One Care Service Center Select contract does not include coverage for theft or damages caused by natural disasters; it does not include battery replacements or supplies.

Zebra One Care Premier

This is out highest level of service, and provides a truly differentiated service option. You choose the functions you require, such as personalized panels, advanced diagnosis, third party software support, and proactive alerts designed based on specific thresholds that you select, all with the support of a dedicated help desk. This level of detail in operational data makes it possible for you to integrate your operations and truly transform your country taking the best advantage of Zebra´s general service abilities. To get more information about how Zebra One Care Premier can help you to meet your specific corporate requirements, contact a representative  o partner at Zebra Technologies

Telephone Support

Zebra Technologies call center has tools, procedures, and resources that make the process of product repair request and tracking easier. That's how we offer a new experience to our customers and a single contact number.

  • The telephone support service is only available for products covered by a service agreement or the standard product warranty.
  • If the product warranty has expired and the device is covered by a service agreement, telephone support will only answer non-technical questions related to the portfolio.
  • For telephone support, please contact Zebra Technologies at the phone numbers listed below:


Telephone Support


Users Training

Zebra Technologies training team is an organization exclusively designed to offer the best available training for wireless LAN networks, scanners and mobile devices.

We know your team is a high-quality operation optimization and communication tool, and as such requires specialized training in order to tap the devices' maximum potential.

That's why you need the outstanding training process only Zebra offers for the quality of our products. La metodología de entrenamiento de Zebra Technologies está basada en diferentes criterios claves:

  • Course has been designed after careful consideration of trainees' needs.
  • Learning goals are based on trainees' job performance needs. 
  • Our training strategies are designed to maximize the transfer of capabilities to the workplace, keep and re-use those capabilities, and achieve an effective learning.

The course, based on customer's performance goals, is designed with led tasks that help trainees retain the acquired knowledge.

As a consequence of the course design, trainees will be able retain the acquired knowledge and apply it with immediate results on their product's service life.


Step by step guide

Zebra Technologies has a defined for purchase of service contracts process, which is presented below:


Download the services request format here:

Download the guide "How to fill out the services request format" here

See the following video tutorial:


ICA (Printer Install & Configure Assist Service)

With the purchasing of this additional service you can:

Use our Zebra remote support experts to quickly get your printer up and running  and optimized to support your business critical project and operational needs. 

ICA FEATURES:
  • Highest Call Priority: Direct, dedicated Zebra expert call support
  • Engineered Process: Step-by-step call support focused on the successful deployment of your Zebra printer;Guided Tool Use: Expertly led, efficiently gathered information collection and collaboration via Zebra printer set-up tool
  • Available in Spanish and English

SERVICE DETAILS:
  • This service can be used within a maximum period of 2 months after purchase service
  • This service can be used once
  • Applies only to portfolio AIT (Printing portfolio)
  • To run the service the customer must contact our call center at LACR or dial directly to (+1) 8665152487 Monday to Friday 7am to 7pm CDT

For more details click here
Download brochure here

Managed & visibility services

With the purchase of this additional service you can:

Access the "Zebra asset  visibility platform" - Which is an integration platform in the cloud that allows remote access to information for your devices in operation, which is reflected in the decision-making timely and ability to take the necessary measures to improve business performance.

This solution has 3 products (OVS full, OVS Connect and AVS), explained below:


* Sends data through integration with existing MDM tool on the client
** Currently the tool has all the modules available, less "visibility repair module" that is in the process of development for Latin America


For more details click here:

To download brochure OVS (Operational visibility Service) click here:

To download brochure AVS (Asset Visibility Service) click here:

TSS (Technical & Software Support)

With the purchase of this additional service you can:

Receive live phone support form our Zebra experts who will answer you with quality levels and times established, in addition to this you have access to the latest versions of available software as applicable, this service includes:

  • Service available for both AIT (Printers) and EVM (Mobile computing, RFID, WLAN and scanners)


For more details click here:

Zebra One Care device diagnostic service

Included with your Zebra OneCare Essential, Select or Premier service contract, our Device Diagnostic Service relies on our Device Diagnostic Tool. A powerful and friendly utility that determines the health of your Zebra Mobile Computer

To download the user guide click here:
To install the tool click here:
If you are a Partner click here.

SERVICE REQUEST                     


TECHNICAL SUPPORT

PLEASE SELECT THE PRODUCT YOU NEED SUPPORT FOR AND HAVE THE FOLLOWING INFORMATION READILY AVAILABLE

Guide for the Call Center in LACR Video how to use the Call Centers
lectores

MANDATARY REQUIREMENTS FOR SUPPORT

  • 1. Service Agreement Number
  • Argentina
  • Mexico
  • Brazil
  • Other country
  • 2. Model and serial number of the equipment
  • 3. Type of connection (USB, serial, Bluetooth, ps/2, etc.)
  • 4. Device to which the scanner is connected (PC, cash desk, PLC, etc.)

PHONE SUPPORT:

Available support center in your country:

movil

MANDATARY REQUIREMENTS FOR SUPPORT

  • 1. Service Agreement Number
  • Argentina
  • Mexico
  • Brazil
  • Other country
  • 2. Model and serial number of the equipment
  • 3. Type of connection (USB, serial, Bluetooth, ps/2, etc.)

PHONE SUPPORT:

Available support center in your country:

movil

MANDATARY REQUIREMENTS FOR SUPPORT

  • 1. Service contract number
  • 2. Part equipment
  • 3. Equipment serial number
  • 4. Firmware version
  • 5. Driver versionr
  • 6. Current printer settings
  • 7. Description of the problem
  • 8. Pictures
  • 8. Device manufacturing date (located on the same label including the serial number)

PHONE SUPPORT:

Available support center in your country:

To access the online support, you will be redirected to another page. If your request is urgent use the "phone support" option

GO NOW

SELECT COUNTRY AND CITY TO
LOCATE AVAILABLE CENTERS

PRODUCT MANUALS AND
SOFTWARE DOWNLOADS

To download product manuals and software updates, you will be redirected to another page.

RFID, COMPUTO MOVIL Y SCANNERS (EVM)     PRINTERS (AIT)
Cerrar
Cerrar
Cerrar
Cerrar

REPAIR SERVICES

RMA (RETURN MERCHANDISE AUTHORIZATION)

Return of devices for repair or replacement in case of defects based on the scope of your service agreement.

format

Know your Service Centers
and download the repair format with the instructions

STEP
1

format

Select the Call Center number
for your country or write us here

Attach the RMA form filled and send an email to:

PRINTERS (AIT)
RFID, COMPUTO MOVIL SCANNERS (EVM)
* For this option, a consultant will contact you and provide the necessary information to successfully complete to RMA format.

STEP
2

format

Print the completed form and send it along with the equipment for repair.

STEP
3

Download available:

Guide how to fill RMA format

Video how to fill RMA format

Open RMA on the Web (Only available in BRAZIL)

How to be sure if your mobile computer needs to be repaired?
click HERE

SERVICE CENTERS

SELECT COUNTRY AND CITY TO
LOCATE AVAILABLE CENTERS

x
x
x