Overview
In the case that a Geotab GO Device needs to be returned or replaced you may submit a request for a Return Merchandise Authorization. As the Geotab reseller, ASR must complete the RMA request for the client. Currently, there is no way for a customer to do their own RMA as all orders are controlled from MyADMIN which is the reseller account.
How to Submit a Request for an RMA
You can submit the request for an RMA for a GO device to ASR Support either by:
- Emailing support@asr-solutions.com
- Or through the portal https://support.asr-solutions.com/support/tickets/new
Whether you request an RMA through email or through the portal, you must include the serial number of each GO device that needs to be returned and your shipping address. When requesting an RMA please also confirm that you have tried the following troubleshooting steps to verify that the device is not functioning properly:
- Have you tried reseating the device in the truck or in a different truck to see if it functions?
- Are the lights (green, blue, and/or red) illuminating on the device when it is plugged in?
Shipping Back Old Devices
Once ASR submits the RMA form for your devices with Geotab, Geotab will process the RMA. Geotab will ship new devices, there will also be a pre-paid shipment label that comes along with it, so that you can send the old GO devices back to Geotab.
*Note: DO NOT THROW THE OLD DEVICE(S) AWAY. They need to be shipped back once the new ones come, else Geotab will charge for both the old units and the new units *
Please inspect your new devices to ensure they function properly.