Lifecycle of a Broken Device – What happens?

The following diagram depicts what happens to mobile devices that need repair and diagnostics. All you have to do is ship PiiComm the broken device and be prepared to receive a replacement within 24 hours. It’s that simple.

Mobile Service Desk

Step 1

Service starts with a broken device. Repairs could be related to either hardware or software.

Step 2

The field depot will ship the broken unit to PiiComm’s facility with a brief description of the problem. Once the broken unit has been received and the serial number has been logged into the Mobile Service Desk, a replacement will be tested and immediately shipped to the customer. Spare units are supplied by the customer. The customer will have the replacement unit within 2 days of receipt of the broken unit.

Step 3

The broken unit undergoes a series of diagnostic tests. The testing is not only directed at the specific problem but a range of testing to ensure all problems are addressed, existing or potential. For example, if a unit is received with a cracked screen but is still ‘readable’, diagnostics will be performed to determine if other problems are visible or imminent. A common example of this; if a unit’s battery life is indicates ‘close to failure’, PiiComm would report this and upon approval, commission a new replacement battery for the unit (additional costs apply), thus preventing further problems when the unit is cycled back into the field.

Step 4

During the diagnostic period, a unit will be checked to determine if it is a hardware or software fault. If it is a hardware issue, PiiComm will initiate and open a ticket with the manufacturer and ship the unit for repair. PiiComm will track the shipment, ticket and replacement back to PiiComm’s facility and finally into the spare pool.

Step 5

When the replacement unit has been received back from the manufacturer, PiiComm will load the clients approved software package, which includes one operating system and two specific customer software components. The device will then undergo a series of benchmark testing and added back to the spare pool.

For more information on how PiiComm’s Mobile Service Desk can assist you, please call 1 888.844.2007 or email info@piicomm.ca