Reimage Repair Escalation (11628)

Escalating a Reimage/Repair to Repair-Deployment

When setting up a ticket for hands on repair for the Repair-Deployment, the following instructions need to be adhered to. Any ticket sent in without these steps having been followed with not flag as a repair in our system, causing AMD will wipe the asset and return it to surplus.

• Please start the Summary field with the word REPAIR in all caps.

• Changes the status to logged and team to Repair-Deployment Team, then remove the name in the owner field.

• Link the asset to the ticket. The Repair-Deployment Team will never see the ticket if the Asset is not linked.

Repairs are only eligible for the user the laptop is assigned to. Laptops assigned to a user should not be shipped in to be re-imaged for another user. If a user doesn’t have a laptop assigned to them, they must request a laptop through HEAT self service. [KB# 12732]

Please also give the following shipping instructions to the user:

Shipping Instructions for Asset Repair

The following instructions must be adhered to:

1. Please use the original box or the boxes you received your new computer in to return your old asset.

   Please do NOT use boxes from U-Haul, Lowes, Home Depot, Wal-Mart etc… as these boxes are not sturdy and will be damaged during shipment which will also damage the asset.

2. Write your support ticket number on the outside of the box.

3. If needed, please wrap the asset in a minimum of three (3) inches of bubble wrap padding with an additional minimum 2 inches of padding surrounding a computer to avoid any type of damage during shipment.

   Proper packaging is very important. If we take the precautions to ensure that the asset is packaged properly, the shipping company will be liable for any damage and UR will be reimbursed. However, if the damages are caused by shipper error such as; improper packaging or no insurance, we will only be reimbursed for the shipping charges.

4. Please ship the asset through an approved shipper that can be tracked (such as UPS or Purolator) and insure the asset as follows: Laptops: $1500, Desktops: $600. Send the asset/s ground and record the shipper’s tracking number in case the unit gets lost in shipment.

5. All locations should ship to the US Asset Management Depot:

    United Rentals Inc.
    Asset Management/Returns
    6125 Lakeview Road, Suite 200
    Charlotte, NC 28269