WildBlue Installer/Dealer RMA Program
Contents
1. E z F w R 88 Si EL Groups http wildblue cour Welcome to UPS x Welcome to Tabbed Browsing fp H dah z Home About UPS Contact UPS Getting Started Site Guide Log in User ID Password gt O Remember me E Forgot Password Register Welcome to UPS Looking for UPS Web Sites i Select an Option v E Select a Site v E UPS WorldShip software Need to integrate and optimize your business Freight Services 2 mm UPS WorldShip can help gt Global Trade 2 gt J 1 Enter the UPS WorldShip demo 5 co ee m Tracking Number aie Wack UPS WorldShip 5 Track Packages 4 Freight Quick Links gt Create Shipment Service Updates Enter a Tracking or InfoNotice Number gt My UPS a gt Hurricane Ike gt Open a Shipping gt 2008 Package Holiday Schedule By selecting the Track button agree to Account 6 gt Guaranteed Service Refund Change the Terms and Conditions 51 tna Sattery Regulation Change S Rate and Service Update 2 Surcharge Rates 3 Calculate 2 Glick on the Track button 3 Internatio Se Shipping AAA Press Releases Copyright 2008 WildBlue Communications Inc Issue Date 09 12 2008 Proprietary Use Pursuant to Company Instructions Page 47 of 50 y Addendum WildBlue Installer Dealer RMA Program ADDENDUM The Packing Slip page and Shipping Label page are pop up pages Therefore either turn of2. Installation DOA Requirements Steps for Installers who are completing an Installation with DOA Equipment Step 1 Before leaving Customer Site e On the Installation Completion Form in the Failed EQ area a Either TRIA or Modem is circled b Enter the serial number of the failed equipment c Customer initials and signs Installation Completion Form Step 2 After leaving Customer Site e Access the RMA Online Tool and open the Field RMAs Details page Complete all necessary fields on Field RMA Details page Click on the Save button to create an RMA Record Number Click on the Packing Slip button Validate and Print the Packing Slip Click on the Submit button to create a UPS Tracking Number and finalize the RMA Record f Click on the Shipping Label button and print Shipping Label Sniping Equipment Pack Failed Equipment in an original WildBlue shipping box Equipment returned in non WildBlue boxes will not be processed or replaced b Place the RMA Packing Slip inside the failed equipment box c Attach the UPS Shipping Label to the outside of the box d Deliver the failed equipment box to the closest UPS shipping location for shipping step 3 Replacement Equipment e UPS ships replacement equipment to the Ship From Address on the RMA request e Once the RMA Record Status displays Received Complete UPS ships the replacement equipment Within approximately 3 5 business days the shipper receives the Replacement Equipment
3. Results Total 50 Click any column to sort ES Account Number Phone Number First Name Last Name Address City State Zip WBRES385101 217 523 5827 ALBERT HOOD 1032 N INDIANA AVE SPRINGFIELD IL 62702 WBRES123241 352 637 5112 ANDREW HOOD 12261 S Istachatta Rd Floral City FL 34436 WBRES328510 253 735 9609 DOTTIE HOOD 39002 191ST AVE SE AUBURN WA 98092 WBRES090489 512 564 1250 MELODY HOOD 349 County Road 3061 Lampasas TX 76550 WBRES335904 303 827 8380 PATRICIA HOOD 3305 LONGVIEW RD ERIE CO 80516 WBRES353914 903 873 2187 REBECCA HOOD 1329 VZ COUNTY ROAD 3415 WILLS POINT TX 75169 WBRES312382 207 299 3729 RUSSEL HOOD 265 INDIAN POINT ROAD MOUNT DESERT ME 04660 WBRES059671 865 654 6526 Allen Hood 431 Thomas Loop Rd Sevierville TN 37876 WBRES097166 703 901 9994 Anita Hood 1554 Federal Farm Dr Montroff VA 22520 WBRES089618 706 335 2827 Charles Hood 1084 ALLEN RD COMMERCE GA 30530 WBRES291549 817 448 0634 Christina Hood 133 Concho Tri Fort Worth TX 76108 z Contact Admin Copyright 2007 2008 WildBlue Communications Inc All Rights Reserved Reproduction in whole or in part without permission is prohibited Powered By Mentis v Internet 100 Issue Date 09 12 2008 Page 16 of 50 Copyright 2008 WildBlue Communications Inc Proprietary Use Pursuant to Company Instructions orgie WildBlue Installer Dealer RMA Program wy Tool Overview e Field RMA Details Page The Field RMA Details page is the heart of the RMA Online
4. Click on the Shipping Label button and print Shipping Label o Sniping Equipment b c Attach the UPS Shipping Label to the outside of the box d Step 3 Pack Failed Equipment in an original WildBlue shipping box Equipment returned in non WildBlue boxes will not be processed or replaced Place the RMA Packing Slip inside the failed equipment box Deliver the failed equipment box to the closest UPS shipping location for shipping Replacement Equipment e UPS ships replacement equipment to the Ship From Address on the RMA request e Once the RMA Record Status displays Received Complete UPS ships the replacement equipment Within approximately 3 5 business days the shipper receives the Replacement Equipment e To Access the RMA Online Tool Equipment Search page to get UPS tracking number of Replacement Equipment Access the UPS site URL www ups com to view the current tracking for the shipment NOTE For detail on how to use the Auto Truck Roll Close Tool refer to the Auto Truck Roll Close Installer User Manual Copyright 2008 WildBlue Communications Inc Issue Date 09 12 2008 Proprietary Use Pursuant to Company Instructions Page 5 of 50 av Program Overview WildBlue Installer Dealer RMA Program RMA Field Requirements Installers provide the data on all RMA Records for the following fields e Order Number Field Data for this field in on the DSI Work Order Called the WildBlue Or
5. Issue Date 09 12 2008 Copyright 2008 WildBlue Communications Inc Page 48 of 50 Proprietary Use Pursuant to Company Instructions A j e 15 Y staller Dealer RMA Program Addendum WildBlue In Single Shipping Label Popup Page Example When the RMA Record is for a single Failed Equipment the Shipping Label is printed landscape on a single 8 x 10 paper Cut in half to use 2 RMA Packing Slip Windows Internet Explorer e http 172 27 253 51 websites rma RmaPackingSlip aspx rmald 1383 a Installer Dealer Shipping Label Dated 9 11 2008 WXPIE70 78 04 94 2008 AT TRACKING 12 6ER 733 03 9444 3155 C 10 5 18 KY 402 9 03 A AUN RMA Number 090808 000035 20 a if S de O A e 3 N F 2 P e pa gt l 29538 PLET lt pa Qu O O A faa E ate NAS SEN MS un aa O O A o Q UPS GROUND C ABLE MANN 4809681212 123 FIRST STREET PLAIN OLD TX 77131 SHIP TO WILDBLUE BILLING P P Contact Admin Copyright O 2007 2008 WildBlue Communications Inc All Rights Reserved Reproduction in whole or in part without permission is prohibited Powered By Mentis amp Internet Copyright 2008 WildBlue Communications Inc Issue Date 09 12 2008 Proprietary Use Pursuant to Company Instructions Page 49 of 50 EER 2 200Z b0 VOSE OLTAXM BUSOT SD HL Jl SSTE pbb6 E0 CEL YH9 ZI 4 ONDIOVEAL UINNOYID S
6. access either page from other pages roll the computer mouse over the RMA Tab to open the Dynamic Selection List and click on the desired page from the list RMA Search Field RMA Details o The Search RMAs page is available from either the RMA Tab or the Home Tab Dynamic Selection List Use this page to locate existing RMA records from RMA record criteria HOME RMA EQUIPMENT LOGOFF a Search RMAs Search Criteria RMA Number Dealer y RMA Create Date From Installer v RMA Create Date To Serial Number RMA Status v Mac ID Branch v Results Total Click any column to sort Click the RMA Number to go to the record RMA Number Warranty RMA Status Branch Installer Id Create Date Contact Admin Copyright 2007 2008 WildBlue Communications Inc All Rights Reserved Reproduction in whole or in part without permission is prohibited Powered By Mentis Internet 100 sss a EN AEE Copyright 2008 WildBlue Communications Inc Proprietary Use Pursuant to Company Instructions Issue Date 09 12 2008 Page 11 of 50 A o a En AA Y ags i yU Tool Overview WildBlue Installer Dealer RMA Program o Use the Search Customer page to locate existing Customer Records to create new RMA Records The Search Customers page is available by either Selecting the Field RMA Details page from the RMA Tab Dynamic Selection List Clicking the Add button on the bottom of the Home RMA Search
7. criteria Selecting the correct criteria will return a Failed Equipment Record list in the Results area Clicking on the Serial number displayed on the list will open the Equipment Details page for the selected record HOME RMA EQUIPMENT LOGOFF Q Equipment Search Search Criteria Serial Number 103707200407 Status Type RMA Create Date From To Mac ID Warranty Results Total 1 Click any column to sort Click a row to go to the record Serial Number Warranty Replacement Serial Number Type RMA Create Date Status Mac ID Replacement Mac ID 103707200407 In 011605240742 Modem 04 03 2008 Scrapped 00 A0 BC 03 BE 0A 00 A0 BC 03 BE 0A Viewing the Equipment Details page The Equipment Details page displays the following areas e Equipment Information With the exception of one field Boomerangs all the field data in this area comes directly from the RMA Record The Boomerangs field tracks the number of times the equipment was refurbished and returned to the field If refurbished equipment returns a second time as failed equipment it follows a more stringent testing path and may be scrapped Equipment Information Boomerang s Serial Number Mac ID Customer Zip Code Warranty Equipment Equipment Status Type Polarization Equipment Work Order Type Plan OTA Unit Test Status Failure Symptoms Intermittent Power Failure Symptoms Other Add more Info here Issue Date 09 12 2008 Copyright 2008 WildBlue Communicat
8. o Ship From Area This area contains the address where the replacement equipment is shipped When the Installer creates their first RMA record this area is blank with the exception of the First Name and Last Name fields The First Name and Last Name will display the Installer name displayed Installer Name field in the Installer Area After completing the fields first time the data is auto populated on all subsequent RMA records NOTE The data in these fields can be changed at any time A new RMA Record will display the last data entered in the fields An Installer that works for more than one Dealer may have to enter the data each time they complete work for another Dealer IMPORTANT No PO Boxes allowed physical addresses only Ship From Company Name First Name C Able Last Name Mann Address 1 123 first street Address 2 City Plain Old State TX Ml zip 77131 Phone 480 968 1212 Email installer startekenterprise com o Ship To Area This area contains the address where the failed equipment is shipped When the Installer creates their first RMA record this area is blank Clicking the down arrow to the right of the Branch field and selecting UPS SCS from the drop down menu will populate the Ship To fields UPS SCS is currently the only menu item and after selecting it the first time the data is auto populated on all subsequent RMA records Ship To Company Name UPS SCS Branch UPS SCS RMA Number First Name WildBlue Last Name Communic
9. Goto the UPS Web page hito www ups corm Click on the down arrow and select United States English from the drop down menu Click on the Remember the location check box if desired and finally click on the right arrow to continue Replacement Equipment Replacement Mac Id Status 2 UPS Global Home Windows Internet Explorer t 30 v fa httpri wew ups com vs xX File Edit View Favorites Tools Help d d 33 X TT Groups http fwildblue cour us Global Home x Welcome to Tabbed Browsing e B g 4 J 1 Select United States English from the drop down menu 3 Click on the right arrow to di continue 2 Check the Remember this location if desired Welcome to UPS OHS C Remember this location Issue Date 09 12 2008 Copyright 2008 WildBlue Communications Inc Page 46 of 50 Proprietary Use Pursuant to Company Instructions S It OL gt y Ay 2 LES 7 tS jo gt J PL Mo ir TI WildBlue Installer Dealer RMA Program Replacement Equipment Step 3 On the UPS United States page enter the tracking number in the Enter a Tracking or InfoNotice Number field Click on the Track button The current shipment tracking information will display 2 Welcome to UPS Windows Internet Explorer G y Y e http www ups com contentfus enfindex jsx v X sole File Edit View Favorites Tools Help OT CE p
10. Shipping Information section has three areas the General Shipping area the Ship From area and the Ship To area Stupping Information General Shipping Carrier v Packages Date Shipped Tracking Number Ship From Ship From Ship To Ship To Company Name Company Name UPS SCS Branch UPS SCS C Able LastName Mann RMA Number 123 first street Address 2 First Name WildBlue Last Name Communications Plain Old State TX v Zip 77131 Address 1 2200 Outer Loop Address 2 Dock Door 57 480 968 1212 i Louisville State KY zip 40219 installer startekenterprise com o General Shipping Area This area contains the following fields e The Carrier field is defauled to UPS the only carrier currently in use e Enter the number of Packages associated with this RMA in the Packages field If returning only a modem or a TRIA enter 7 in the Packages field If returning both a Modem and a TRIA enter 2 in the Packages field e Click on the Date Shipped field to access the pop up calendar and select the date the packages are shipped e The Tracking Number populates automatically when the RMA record is complete and submitted Shipping Information Carrier UPS w Packages Date Shipped Tracking Number Issue Date 09 12 2008 Copyright 2008 WildBlue Communications Inc Page 30 of 50 Proprietary Use Pursuant to Company Instructions y SS 107 _ WildBlue Installer Dealer RMA Program Record Management
11. Test Areas relate to the repair tests done on the failed equipment If the equipment passes the repair tests it means that there was No Trouble Found NTF in the equipment and the good equipment was returned as failed equipment TRIA Test Area Modem Test Area TRIA Visual Inspection Test ssembl No Trouble Found Equipment After an installer has completed 10 RMA Records the number of NTF equipment will not exceed 33 Ifan installers NTF percentage exceeds 33 WildBlue will institute monetary Charge Backs to the Installer to cover the excessive cost associated with shipping and testing good equipment Copyright 2008 WildBlue Communications Inc Issue Date 09 12 2008 Proprietary Use Pursuant to Company Instructions Page 45 of 50 Replacement Equipment WildBlue Installer Dealer RMA Program Modem Repacking Checklist This area is a quick checklist for the UPS team to validate that all modem related parts were shipped Page Buitons The page buttons are Clicking the Back button returns the Equipment Search page to allow for another search Clicking the Print Screen button opens a new Browser page with a printer friendly version of the Equipment Details page Using the UPS Tracking Number Step 1 Locate the Replacement Tracking Number on the RMA Tool Equipment Details page Replacement Equipment Information Replacement Serial Number Replacement Tracking Replacement Shipped Number gt Date Step 2
12. e To Access the RMA Online Tool Equipment Search page to get UPS tracking number of Replacement Equipment Access the UPS site URL www ups com to view the current tracking for the shipment CAT Issue Date 09 12 2008 Copyright 2008 WildBlue Communications Inc Page 4 of 50 Proprietary Use Pursuant to Company Instructions wy WildBlue Installer Dealer RMA Program Program Overview Service Call Requirements steps for Installers who are completing a Service Call Step 1 Before leaving Customer Site e Access the Auto Truck Roll Close Tool a b C d Complete fields necessary for the Service Call Select either IDU or ODU in the Service Call Resolution field Enter the Serial Number of the failed and replacement equipment in the Comments field Click on the Next button to get to the Confirmation Page e On the Repair Completion Form in the Failed EQ area a b C Step 2 Either TRIA or Modem is circled Enter the serial number of the failed equipment Customer initials and signs Repair Completion Form After leaving Customer Site e Access the RMA Online Tool and open the Field RMAs Details page DODTp f Complete all necessary fields on Field RMA Details page Click on the Save button to create an RMA Record Number Click on the Packing Slip button Validate and Print the Packing Slip Click on the Submit button to create a UPS Tracking Number and finalize the RMA Record
13. for the Save to be successful Packing Slip Button The Packing Slip button displays on the Field RMA Details page lt is available on existing saved records and on existing submitted records When clicked it opens another Browser Window with the printable Packing Slip Shipping Label Button The Shipping Label button displays on the Field RMA Details page It is only available on existing submitted records It is not available on existing saved records When clicked the first time on existing submitted records tt creates a UPS Shipping label and Tracking Number and then opens another Browser Window with the printable Shipping Label When clicked the second or more times on existing submitted records it opens another Browser Window with the printable Shipping Label Copyright 2008 WildBlue Communications Inc Proprietary Use Pursuant to Company Instructions wy WildBlue Installer Dealer RMA Program Record Management Delete Button The Delete button displays on the Field RMA Details page It is only available on existing saved records lt is not available on existing submitted records When clicked it displays a Confirmation Request popup with Yes and No selection radio buttons Selecting the Yes radio button deletes all field entries and displays the Search Customers page Selecting the No radio button cancels the delete request and displays the current Field RMA Details page Submit Button The Submit butt
14. mno CUSTOMEr RECOIOS A AI eae A o dE 22 creating a NeW RMA REGOIG A aia 24 New RMA Record QUICK GUIA uitarea aa dd a a aa anad a di 34 RMA RECORD SEARCH viana ios 36 GO BAL SEAR A a a a a r a A 36 RMA STATUS SEARCH oeaan EE aos 37 SPECIFIC RMA SEARG A O 39 SEARCH ERTIENA FAILURE A AE EE EAE EE e I EE aca bs aaa cd ela o E 40 VIEWING AN EXISTING RMA RECORD ccccccccccccccccccccccccccccccccccccccccccccccccccccecccccccccccccccccccceccceccecs 41 REPLACEMENT EQUIPMENT MANAGEMENT ccccccceccccccccccccccccccccccccccccccccccccccccccccccccccccccccccceccccccecs 44 LOCATING THE EQUIPMENT RECORD jini acaercansedesnetetroveancuaviwatadscivaossdvinalsdtevkadciavusaladecveasutyinadsdeaieardeatineteiaevanans 44 VIEWING THE EQUIPMENT DETAILS PAGE sos 44 Replacement EQUIDMENT informa UON A da ic 45 NO Trouple Fo und EQUIDAD 45 USING THE UPS S TRACKING NUMBER La o 46 ADDENDU Minas aaa Ns 48 PACKING SLIP POPUP PAGE EXAMPLE dolia 48 SINGLE SHIPPING LABEL POPUP PAGE EXAMPLE envidia 49 DOUBLE SHIPPING LABEL POPUP PAGE EXAMPLE sccccecceccsceccececccccccecceecesctacenceaceacececetscensencenceaceseesecsessessences 50 _ WildBlue Installer Dealer RMA Program Program Overview INTRODUCTION The Return Materials Authorization RMA Online Tool allows the WildBlue Retail Installer and Dealer to capture equipment serial numbers of failed equipment used to repair WildBlue Service and then return the defective equipment and ob
15. page HOME RMA EQUIPMENT LOGOFF a Search Customers Search Criteria Mac Address ACATATATATA1 Phone Number First Name Last Name Results Total Click any column to sort Account Number Phone Number First Name Last Name Address City State Zip Internet R 100 Issue Date 09 12 2008 Copyright 2008 WildBlue Communications Inc Page 12 of 50 Proprietary Use Pursuant to Company Instructions Vay ma a a o e WildBlue Installer Dealer RMA Program Tool Overview e Equipment Tab The Equipment Tab has a single selection on the Dynamic Selection List the Equipment SS Search page To access this HOME RMA EQUIPMENT page from other pages roll the computer mouse over the Equipment Tab to open the Dynamic Selection List and click on the Equipment page trom the list Equipment Search o Selecting Equipment Search page from the Equipment Tab Dynamic Selection List displays the Equipment Search page Use this page to locate RMA records using equipment search criteria A HOME RMA EQUIPMENT LOGOFF j a Equipment Search Search Criteria Serial Number Status v Type v RMA Create Date From To Mac ID Warranty v Results Total Click any column to sort Click a row to go to the record Serial Number Warranty Replacement Serial Number Type RMA Create Date Status Mac ID Replacement Mac ID v Done a Internet E 100 Copyright 2008 WildBlue Communica
16. quick way to locate a record when the RMA number is known a Search RMAs Search Criteria RMA Number Dealer RMA Create Date From Installer RMA Create Date To Serial Number RMA Status Mac ID Branch e RMA Create Date Use the RMA Create Date From and RMA Create Date To fields to list all RMA Records created between the desired dates Use the popup calendar to select the dates Q Search RMAs Search Criteria RMA Number Dealer RMA Create Date From Installer RMA Create Date To 1 September 2008 Z Su Mo Tu We Th Fr Sa 31123 4 5 6 on Serial Number RMA Status E amp 940 43 42 43 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 1 2 3 4 5 6 7 8 9 10 11 Branch Today September 10 2008 e Dealer The Dealer search is only valid if the installer has associated RMA Records with more than one Dealer When a Dealer logs into the RMA Tool only their Dealer name will be available A search RMAs Search Criteria RMA Number Dealer Startek v RMA Create Date From Installer Startek RMA Create Date To Serial Number AllSat RMA Status Mac ID Branch x Copyright 2008 WildBlue Communications Inc Issue Date 09 12 2008 Proprietary Use Pursuant to Company Instructions Page 39 of 50 X Record Management WildBlue Installer Dealer RMA Program Installer The Installer search is only valid for Dealer logins and only the installers who have associated the
17. this search will always result in a single record Phone Number A Phone Number search may result in two Customer Records if the account has been rebuilt for some reason Use this search only if the modem MAC is not available Recall that the Installer Support Portal displays the modem MAC on SVT Tab First Last Name The First and Last Name search will always result in a large list of Customer Records unless the name is not common Lists for Smiths or Jones will be so long they are unusable a Search Customers Search Criteria Results Total 50 Mac Address Phone Number First Name Last Name A1 ATATATATA1 hood Click any column to sor ES Account Number Phone Number First Name Last Name Address City State Zip WBRES385101 217 523 5827 ALBERT HOOD 1032 N INDIANA AVE SPRINGFIELD IL 62702 WBRES123241 352 637 5112 ANDREW HOOD 12261 S Istachatta Rd Floral City FL 34436 WBRES328510 253 735 9609 DOTTIE HOOD 39002 191ST AVE SE AUBURN WA 98092 WBRES090489 512 564 1250 MELODY HOOD 349 County Road 3061 Lampasas TX 76550 WBRES335904 303 827 8380 PATRICIA HOOD 3305 LONGVIEW RD ERIE CO 80516 WBRES353914 903 873 2187 REBECCA HOOD 1329 VZ COUNTY ROAD 3415 WILLS POINT TX 75169 WBRES312382 207 299 3729 RUSSEL HOOD 265 INDIAN POINT ROAD MOUNT DESERT ME 04660 WBRES059671 865 654 6526 Allen Hood 431 Thomas Loop Rd Sevierville TN 37876 WBRES097166 703 901 9994 Anita Hood 1554 Federal Farm Dr Montroff VA 22520 WBRES089618 706 33
18. 100234121 Equipment Information Modem TRIA Serial Number 103707402122 _In Warranty Old Serial Number AAFFYYWWXXXX Copyright 2008 WildBlue Communic ations Inc Proprietary Use Pursuant to Company Instructions MAC Address 00 A0 BC 0A 82 67 New Serial Number ATATATATATA1 Polarization OLeft O Right Replacement Polarization Left Right ADD Failure Symptoms REMOVE ADD Failure Symptoms REMOVE v RX blinks 2 times pause then 2 blinks v Act of God v Shipping Information Carrier Y Packages Date Shipped Tracking Number Ship From Ship To Company Name Company Name UPS SCS Branch UPS SCS w First Name C Able Last Name Mann o ne RMA Number 3271 0032 _ Address 1 1123 first street Address 2 First Name WildBlue Last Name Communications City Plain Old State TX Zip 77131 Address 1 2200 Outer Loop Address 2 Dock Door 57 Phone 480 968 1212 City Louisville State KY M zip 40219 Email linstaller startekenterprise com Phone Email Issue Date 09 12 2008 Page 35 of 50 X Record Management RMA RECORD SEARCH y t REI WildBlue Installer Dealer RMA Program After the Installer successfully saves or submits a RMA record it becomes possible to search for the record There are three search methods Global Search RMA Status Search and Specific Search Global Search Clicking on the Search button on upper portion of the Search RMAs page will initiate a search fo
19. 2008 Scrapped 00 A0 BC 03 BE 0A 00 A0 BC 03 BE 0A UM04C 00168 B Out UMO5A 11901 6 Tria 04 03 2008 Refurb UMO73 04879 X In UB078 02522 A Tria 04 03 2008 Received by MA UM048 00090 L Out UM067 11588 X Tria 04 04 2008 Received by WB UM05A 05928 3 Out UM068 16825 8 Tria 04 07 2008 Received by WB UE077 04842 N In Tria 04 07 2008 In Transit to MA 103707362342 In Modem 04 14 2008 In Transit to MA UM04C 00306 T Out Tria 04 14 2008 In Transit to MA 103707402122 In Modem 08 27 2008 Pending 103707502901 In Modem 08 27 2008 In Transitto MA UE082 02558 S In Tria 08 27 2008 In Transit to MA Contact Admin Copyright 2007 2008 WildBlue Communications Inc All Rights Reserved Reproduction in whole or in part without permission is prohibited Powered By Mentis v Done Internet E 100 Copyright 2008 WildBlue Communications Inc Proprietary Use Pursuant to Company Instructions Issue Date 09 12 2008 Page 15 of 50 X Tool Overview WildBlue Installer Dealer RMA Program New RMA Record Access e Search Customer Page After entering the search criteria and clicking on the Search button the Search Customer page displays one or more customer records in the Results Area Selecting any record from the Results Area list will open a blank Field RMA Details page used for creating anew RMA record for that Customer a Search Customers Search Criteria Mac Address ACATATATATA1 Phone Number First Name Last Name hood
20. 5 2827 Charles Hood 1084 ALLEN RD COMMERCE GA 30530 WBRES291549 817 448 0634 Christina Hood 133 Concho Tri Fort Worth TX 76108 Contact Admin Copyright 2007 2008 WildBlue Communications Inc All Rights Reserved Reproduction in whole or in part without permission is prohibited Powered By Mentis v Internet 100 Copyright 2008 WildBlue Communications Inc Proprietary Use Pursuant to Company Instructions Issue Date 09 12 2008 Page 23 of 50 Y Record Management WildBlue Installer Dealer RMA Program Creating a New RMA Record Clicking on a Customer Record from the list in the Search Customer page Results Area will open a blank Field RMA Details page for the selected Customer Record There are three sections of the Field RMA Details page to complete when adding an RMA record to the system These sections include RMA Information Equipment Information and Shipping Information HOME RMA EQUIPMENT LOGOFF a Field RMA Details RMA Information RMA Number 040308 000001 Customer Account WBRES234567 Date Retrieved From Field 14 2 2008 Dealer MSP Name Startek v Customer First Name Phil i Equipment Plan Work Order Type Installer Name C Able Mann Customer Last Name Upp Purchased New Install RMA Status Received in Full Customer Zip Code 80004 O Lease O Serice Call Sales Channel WildBlue Order Number 14727472004 Equipment information Modem TRIA Serial Number 1103707200407 In Warranty Ol
21. Name Click Here to Open New Field RMA Details page Results Total Click any column to sort Accoun tNumper Phone Number First Name Last Name Address City State Zip WBRES385101 217 523 5827 ALBERT HOOD 1032 N INDIANA AVE SPRINGFIELD IL 62702 v internet 100 All the following steps refer to the Field RMA Details page displayed below Step 5 Enter the Work Order Number in the WildBlue Order Number field Step 6 Select Retrieved date Equipment Plan and Work Order type Step 7 Enter Modem and or TRIA data and Failure Symptoms Step 8 Indicate number of packages to ship and shipping date step 9 Validate Ship From data Step 10 Click on the Save Button step 11 Click on the Packing Slip button validate and print Packing Slip Step 12 Click on the Submit button step 13 Click on the Shipping Label button print Shipping Label Step 14 Insert Packing Slip inside box es seal shipping box es attach Shipping Label to the outside of the box es and deliver to local UPS a Field RMA Details RMA Information RMA Number 082708 000032 Customer Accoun t FFYYM VVVVV X A WBRES385101 Date Retrieved From Field 8 27 2008 Dealer MSP Name Startek v Customer First Name ALBERT Equipment Plan Work Order Type Installer Name C Able Mann Customer Last Name HOOD Purchased New Install RMA Status Pending Customer Zip Code 162702 O Lease Service Call Sales Channel WildBlue Order Number 1
22. RMASupport wildbluecoro com to request support Issue Date 09 12 2008 Copyright 2008 WildBlue Communications Inc Page 8 of 50 Proprietary Use Pursuant to Company Instructions wy WildBlue Installer Dealer RMA Program Tool Overview RMA ONLINE TOOL OVERVIEW RMA Online Tool Page Display RMA Online Tool pages have two areas the Search Area and the Results Area e The Search Area displays the list of relevant search criteria for the displayed page Clicking on the Search button without criteria will populate the Results Area with all records associated with the User ID used on the Welcome page e The Results Area displays the list of records related to the criteria entered in the Search area HOME RMA EQUIPMENT LOGOFF search RMAs Search Criteria RMA Number Dealer RMA Create Date From Installer RMA Create Date To Serial Number RMA Status Mac ID Branch Results Total Results Area Click any column to sort Click the RMA Number to go to the record RMA Number Warranty RMA Status Branch Installer Id Create Date Contact Admin Copyright 2007 2008 WildBlue Communications Inc All Rights Reserved Reproduction in whole or in part without permission is prohibited Powered By Mentis Internet R 100 Copyright 2008 WildBlue Communications Inc Issue Date 09 12 2008 Proprietary Use Pursuant to Company Instructions Page 9 of 50 wy Tool Overview W
23. Received Incomplete Received Incomplete is for RMA Records with both a Modem and a TRIA as failed equipment The Installer will populate the following fields e Use the drop down menu to select the date the equipment was retrieved from the field to populate the Date Retrieved From Field e Select either the Purchased or Lease radio button to designate the Equipment Plan e Select either the New Install or Service Call radio button to designate the Work Order Type RMA Information RMA Number Dealer MSP Name Customer Account Customer First Name Startek v C Able Mann RMA Status Pending Sales Channel WB Direct Installer Name Customer Last Name Customer Zip Code WildBlue Order Number o Installer Data WBRES365101 Date Retrieved From Field ALBERT Equipment Plan Work Order Type HOOD Purchased New Install 62702 O Lease Service Call The first time an Installer creates an RMA the Dealer MSP Name is blank select a name from the drop down menu The drop down menu is pre populated name list based on the Installer ID used to access the site This selection is the default name in the field for subsequent RMA records The Installer may change the name by using the drop down menu If the name is changed the most recent selection is the default name in the field for subsequent RMA records With the exception of the first RMA Record creation the Installer Name is pre populated based on
24. Tool This page displays the RMA Record as it stored in the system The Managing RMA Records section of this document provides more information about this page HOME RMA EQUIPMENT LOGOFF a Field RMA Details RMA Information RMA Number 040308 000001 Customer Account WBRES234567 Date Retrieved From Field 4 2 2008 Dealer MSP Name Startek hid Customer First Name Phil Equipment Plan Work Order Type Installer Name C Able Mann Customer Last Name Upp Purchased New Install RMA Status Received in Full Customer Zip Code 80004 O Lease Service Call Sales Channel WildBlue Order Number WBRES765432 Equipment Information Modem TRIA y Serial Number 103707200407 l In Warranty Old Serial Number UM04C 00168 B _ OutWarranty AAFFYYWWXXXX FFYYM VVVVV X MAC Address 00 A0 BC 09 96 5E New Serial Number UMOSA 03908 L A1 A1 A1 A1 A1 A1 Polarization O Let Right Replacement Polarization Let Right ADD Failure Symptoms REMOVE ADD Failure Symptoms REMOVE Intermittent resets oe Y _ v bu Shipping Information Carrier UPS Y Packages 2 a Date Shipped 4 2 2008 Tracking Number 23435678765432 Ship From Ship To CompanyName sit Company Name UPS SCS _ Branch UPS SCS v First Name C Able LastName Mann RMA Number 0 0308 0001 Address 1 123 first street Address 2 i First Name WildBlue Last Name Communications City Plain Old State TX vi Zip 77131 Addres
25. VV WILDBLUE COMMUNICATIONS EDUCATION AND TRAINING WildBlue Return Materials Authorization RMA User Manual WildBlue Dealers and Installers Issue Date September 2008 WildBlue Communications Inc Copyright 2007 2008 WildBlue All Rights Reserved Reproduction in whole or in part without permission is prohibited Table of Contents INTRODUGCTIO Noticia vee dacuausalenavedeseuswaidaca vanes dacuansteuavedssuavaievecevavesdnauensves 3 RMA REQUIREMENTS ainia 4 INSTALLATION POA REQUIREMENTS iaa 4 SERVICE CAME ECU E MEN a a e e AOS EL 5 RIMA HIELO REQUIREMENTS ususiicaican sai 6 ACCESSING THE RMA ONLINE TOOL esssssssssssssssssssssssssssssssossssssssssssssesssssssssssssssssssssssssssssssssssssssssssso 7 BROWSER SETUP cori anscdeccabaceaevautiatanaiadeervarcudbacatsbapveancaarecabadsuvsanncdeacabediarwanceeh cased aavcmaautvaualsteeinancoasesaiadeatmauatees 7 RMA TOOL LON a a il 7 RMA ONLINE TOOLOVERVMIEW iaa ada 9 RIMASONUNE TOOL PAGE O A cnotaadaasmanh saasataueudcteeate vas ndatelaasenat aeiclsntau nedeneutau ob T 9 RIVA TAP NAVIGA TO Na e O eas ails o ae N 10 EXISTING RIMA RECORD ACCE SS is 15 NEWERIVIA RECORD AGES Sia 16 RIVA PAGE BUTTONS ia oi vessbecaveas 18 RMA RECORD MANAGEMEN Tisicnnnanninisanicaniniinnni incidi 21 SEARCH EXISTING A IVIAS RECORDS d 21 ADD NEW RIVIA RECORD dat 22 Important Information about Unreadable Serial NUMDEES ccccccocnnnconcnnncnacnnnonoconcnnonononacnnnnnocnnnnnos 22 searc
26. ample A a Search RMAs Search Criteria RMA Number Dealer v RMA Create Date From Installer v RMA Create Date To Serial Number RMA Status v Mac ID Branch v Results Total 10 Click any column to sort Click the RMA Number to go to the record RMA Number Warranty RMA Status Branch Installer Id Create Date 040308 000001 In Received in Full UPS SCS Installer4 04 03 2008 040308 000002 In Received in Full UPS SCS Installer 04 03 2008 040708 000010 In In Transit UPS SCS Installer4 04 07 2008 041408 000017 In In Transit UPS SCS Installer1 04 14 2008 082708 000033 In In Transit UPS SCS Installer1 08 27 2008 082708 000032 In Pending UPS SCS Installer4 08 27 2008 040308 000001 Out Received in Full UPS SCS Installer1 04 03 2008 040408 000008 Out Received in Full UPS SCS Installer1 04 04 2008 040708 000009 Out Received in Full UPS SCS Installer4 04 07 2008 041408 000018 Out In Transit UPS SCS Installer4 04 14 2008 Wi Internet 100 e Selecting a RMA Record on the Equipment RMAs page opens the equipment oriented Equipment Details page for that record Equipment Search Page Example a Equipment Search Search Criteria Serial Number Status v Type x RMA Create Date From To y Mac ID Warranty y Results Total 11 Click any column to sort Click a row to go to the record Serial Number Warranty Replacement Serial Number Type RMA Create Date Status Mac ID Replacement Mac ID 103707200407 In 011605240742 Modem 04 03
27. ations Address 1 12200 Outer Loop Address 2 Dock Door 57 City Louisville State KY Zip 140219 Phone Email O Copyright 2008 WildBlue Communications Inc Issue Date 09 12 2008 Proprietary Use Pursuant to Company Instructions Page 31 of 50 wy Record Management WildBlue Installer Dealer RMA Program e Field Details Page Buttons The usage of the Field Details page buttons follows the flow of the RMA Record creation Packing Slip Shipping Label Issue Date 09 12 2008 Page 32 of 50 Back Button The Back button displays on the Field RMA Details page When clicked on existing saved records or on existing submitted records it displays the Search RMAs page When clicked on a new unsaved record it clears all fields displays a confirmation popup and then displays the Search Customers page Save Button The Save button displays on the Field RMA Details page It is available on new unsaved records and existing saved records lt is not available on existing submitted records When clicked on a new unsaved record it saves all field entries creates a new RMA record and record number and displays a Confirmation Success popup When clicked on existing saved records it updates the new information entered in the record it is not available on Submitted records and displays a Confirmation Success popup lf the Save is not successful error messages display at the top of the page Correct all errors
28. cord Management For the Failed TRIA enter the serial number of the failed TRIA in the Old Serial Number field Enter the appropriate capital letters numbers and dashes to complete the serial number See Important Information about Unreadable Serial Numbers on page 22 if the serial number is unreadable The RMA system will validate the Serial Number and display either an In Warranty flag or an Out of Warranty flag to the right of this field For the New TRIA enter the serial number of the currently installed TRIA in the New Serial Number field Enter the appropriate capital letters numbers and dashes to complete the serial number For the second Failed TRIA area select the Polarization of the failed TRIA using the appropriate radio button before the Left or Right label After selecting the polarization radio button a graphic of the selected TRIA type displays to the right of the radio button labels For the Replacement TRIA select the Replacement Polarization using the appropriate radio button before the Left or Right label Usually the replacement TRIA is the same polarization as the failed TRIA However this selection allows the Installer to replace a failed right TRIA with a replacement left TRIA or a failed left TRIA with a replacement right TRIA to meet their unique equipment stocking needs Equipment Information Old Serial Number Failed TRIA Data Replacement ADD Failure Symptoms TRIA Data Copyright 2008 WildBl
29. d Serial Number UM04C 00168 B Out Warranty AAFFYYWWYXXXX FFYYM VVVVV X MAC Address 00 A0 BC 09 96 5E New Serial Number UM05A 03908 L A1 A1 A1 A1 A1 A1 Polarization OLeft Right Replacement Polarization OLet O Right ADD Failure Symptoms REMOVE ADD Failure Symptoms REMOVE intermittent resets i x 3 ES Carrier UPS Packages 2 Date Shipped 4 2 2008 Tracking Number 23435678765432 Ship From Ship To Company Name Company Name UPS SCS Branch UPS SCS v First Name C Able Last Name Mann RMANumber Address 1 123 first street Address 2 First Name WildBlue LastName Communications City Plain Old state TX zip 77131 Address 1 2200 Outer Loop Address2 Dock Door 57 Phone 480 968 1212 City Louisville State KY Y Zip 40219 Email installer startekenterprise com Phone Email Packing Slip Shipping Label Issue Date 09 12 2008 Copyright 2008 WildBlue Communications Inc Page 24 of 50 Proprietary Use Pursuant to Company Instructions WildBlue Installer Dealer RMA Program iy a si W X Record Management e RMA Information The fields in this section are related to the Installer the Installer s Dealer and the Customer Account information o RMA Data The RMA Number is an automatically generated number that displays after saving the new record the first time The RMA Status field displays the current status of the RMA Pending In transit Received in Full
30. der Number this number is located on the DSI Work Order under the Job Number field t has 9 digits starting with a one 1 e Order Type Selection Select either the New Install or Service Call radio button e Equipment Plan Selection Select either the Purchased or Leased radio button e For TRIA Replacement o Serial Number fields Provide both the old failed and new replacement equipment Serial Numbers See Important Information about Unreadable Serial Numbers on page 22 if the serial number is unreadable o Polarization Selection Select either the Left or Right radio button to match old failed equipment o Replacement Polarization Selection Select either the Left or Right radio button to match the desired polarization of the new replacement equipment o Failure Symptoms Field Select one or more observable equipment failure reason e For Modem Replacement o Serial Number Field Provide old failed equipment Serial Number o MAC Address Field Provide old failed equipment MAC Address o Failure Symptoms Field Select one or more observable equipment failure reason Issue Date 09 12 2008 Copyright 2008 WildBlue Communications Inc Page 6 of 50 Proprietary Use Pursuant to Company Instructions wy WildBlue Installer Dealer RMA Program Tool Access ro E 7 ACCESSING THE RMA ONLINE TOOL Browser Setup The only approved browser for the RMA Online Tool is Microsoft Internet Explorer V
31. dn aa 8002 0 VO RL O4ATAK BUSOT SD 0000 808060 19QUINN VWN ae OE 0000 808060 13qURN VINY d d ONfT18 d d DNITIE MAAN 6966 TSE6 0 EEZ WHS ZI DNDIOVAL AU E 0 6 COV AX ao san WildBlue Installer Dealer RMA Program oes Vegi TOO eH 0 6 ZOb AM Edad Label Popup Page Example When the RMA Record is for two pieces of Failed Equipment both Shipping Labels print landscape on a single 8 x 10 paper Cut in half to use E 7 ELSE 6ILZOF AM HTHASINOT at S8 6TZ30b AM ATHASINOT sE 3 dOO l YALNO O0ZZ dOO T UALNO 00 Z E ef ZS YOOd ADOU 5 Wood ADOU E ls SOS Sdn sos sdn EE 2 5 SNOLLVOINNIAIAIOD ANTICTIM N LLV SNOLLVOINNININOD SN TCIM NLLY 2 e OL dIHS OL dIHS n S 0 ah R pe Ss TETZZXL 010 NIV1d LEIZA XL 010 NIVIld a E o 7 JLAAY LS LS YI ETT LIA AES LEYA EZI Q oe i ecc cies lt E sio NNVAIav GHOC SFIS NNV A ATaY D 5 YN SH E o AAA Q Lo Lo Q lt x Q E 100 Internet Copyright 2008 WildBlue Communications Inc Proprietary Use Pursuant to Company Instructions Contact Admin Reproduction in whole or in part without permission is prohibited Powered By Mentis Copyright O 2007 2008 WildBlue Communications Inc All Rights Reserved Done Issue Date 09 12 2008 Page 50 of 50
32. e Communications Inc Page 20 of 50 Proprietary Use Pursuant to Company Instructions WildBlue Installer Dealer RMA Program Record Management RMA RECORD MANAGEMENT Search Existing RMAs Records After login a blank Search RMAs page displays To view existing RMA records e Specific Record Search Enter data in the Search Criteria field s and then click on the Search button e Record List Search Click the Search button to get a list of all RMA Records associated with the Login ID HOME RMA EQUIPMENT LOGOFF Q Search RMAs Search Criteria RMA Number Dealer RMA Create Date From Installer RMA Create Date To Serial Number RMA Status Mac ID Branch Results Total Click any column to sort Click the RMA Number to go to the record RMA Number Warranty RMA Status Branch Installer Id Create Date Copyright 2008 WildBlue Communications Inc Issue Date 09 12 2008 Proprietary Use Pursuant to Company Instructions Page 21 of 50 wy Record Management WildBlue Installer Dealer RMA Program Add New RMA Record After login a blank Search RMAs page displays To create a new RMA Record click on the Add button to open the Search Customers page Results Total Click any column to sort Click the RMA Number to go to the record RMA Number Warranty RMA Status Branch Installer ld Create Date Click the Add Button Important Information about Unreadable Serial Numbe
33. ealer MSP Name Startek Customer First Name ALBERT Equipment Plan Work Order Type Installer Name C Able Mann Customer Last Name HOOD Purchased New Install RMA Status Pending Customer Zip Code 62702 O Lease O Service Call WildBlue Order Number e Equipment Information The Equipment Information section has two areas one for Modem failure and one TRIA failure Complete one section or both if the Modem and the TRIA fail at the same time o Modem fields The modem fields only relate to the failed modem The Serial Number field enter the twelve digit Serial Number located on the failed Modem label The RMA system will validate the Serial Number and display either an In Warranty flag or an Out of Warranty flag to the right of this field The MAC Address field enter the MAC Address located on Modem label of the failed modem This number has 6 HEX digits Enter the appropriate capital letters numbers and colons to complete the HEX number Equipment information Serial Number AAFFYYWWXXXX MAC Address A1 A1 A1 A1 A1 A1 ADD Failure Symptoms REMOVE o TRIA Fields The TRIA fields include the information for the failed TRIA the new TRIA the Customer Account and the replacement TRIA Issue Date 09 12 2008 Copyright 2008 WildBlue Communications Inc Page 26 of 50 Proprietary Use Pursuant to Company Instructions 209 arty a Ta artt N h A WildBlue Installer Dealer RMA Program Re
34. ersion 6 0 or higher Other browser may work but are not supported Follow the steps below to prepare the browser to access the site e Clear the browser History before accessing the site e Disable the browser Pop up Blocker Oo Set Newer Version on the Temporary Internet Files and History Settings browser Internet Temporary Internet Files Options Tem po fa ry hitler Explorer oo copies of webpages images and media or Faster viewing later Internet Files and Use this Setting History Setting to every y yi sit Every time I start Internet Explorer Automatically O Never Disk space to use 8 1024MB Recommended 50 250MB Current location C Documents and Settings JOberglLocal Settings Temporary Internet Filesi Move folder view objects History Specify how many days Internet Explorer should save the list of websites you have visited Days to keep pages in history 0 y RMA Tool Login Step 1 Access to the RMA Online Tool is provided by the following URL httos care wildblue com Wildblue Care Rma Copyright 2008 WildBlue Communications Inc Issue Date 09 12 2008 Proprietary Use Pursuant to Company Instructions Page 7 of 50 v4 2 4 our ry te J Ay MEN A K we ee To Tool Access WildBlue Installer Dealer RMA Program Step 2 On access the Welcome page will display Use an active Support Portal WildBlue Retail Installer or Dealer ID and password in the User ID and Passwo
35. existing submitted records it creates a UPS Shipping label and Tracking Number and then opens another Browser Window with the printable Shipping Label When clicked the second or more times on existing submitted records it opens another Browser Window with the printable Shipping Label The Delete button displays on the Field RMA Details page It is only available on existing saved records It is not available on existing submitted records When clicked it displays a Confirmation Request popup with Yes and No selection radio buttons Selecting the Yes radio button deletes all field entries and displays the Search Customers page Selecting the No radio button cancels the delete request and displays the current Field RMA Details page Copyright 2008 WildBlue Communications Inc Issue Date 09 12 2008 Proprietary Use Pursuant to Company Instructions Page 19 of 50 wy Tool Overview WildBlue Installer Dealer RMA Program The Submit button displays on the Field RMA Details page It is available on new unsaved records and existing saved records It is not available on existing submitted records When clicked it submits the RMA request into system notifies UPS that a shipment of Failed Equipment is expected and displays a Confirmation Success popup If the Submit is not successful error messages display at the top of the page Correct all errors for the Submit to be successful Issue Date 09 12 2008 Copyright 2008 WildBlu
36. f 50 Proprietary Use Pursuant to Company Instructions Mo AS Y WildBlue Installer Dealer RMA Program Record Management Using Generic Symptoms Selecting one of the generic symptoms will open the Notes field Enter the appropriate notes related to the symptom There are three generic symptoms e Act of God Use this selection for lightening floods and other Acts of God e Customer Abuse Use this selection for obvious customer abuse Physical Damage Use this selection for physical abuse that may not be customer abuse Modem Serial Number 103707503406 In Warranty AAFFYYWWXXXX MAC Address 00 A0 BC 0B 7D 31 Selecting generic AAA symptom will open the notes field Failure Symptoms RX blinks 3 times pause then 3 blinks Remove Failure Symptoms Clicking of the REMOVE text Icon removes the last symptom on the list When only one symptom remains it cannot be removed by clicking the REMOVE text Icon Modem Serial Number 1103707503406 In Warranty AAFFYYWWXXXX eens A OBS icking the MAC Address 00 A0 BC 0B 7D 31 a REMOVE button A1 A1 A1 A1 A1 A1 removes the last symptom ADD Failure Symptoms RX blinks 3 times pause then 3 blinks Y Copyright 2008 WildBlue Communications Inc Issue Date 09 12 2008 Proprietary Use Pursuant to Company Instructions Page 29 of 50 Y Record Management WildBlue Installer Dealer RMA Program e Shipping Information The
37. f the Browser Popup Blocker or allow Popups trom the RMA Tool site The page buttons are The Close button closes the Popup page Print Screen The Print Screen button sends the Packing Slip or Shipping label s to the printer Packing Slip Popup Page Example Always review the Packing Slip before clicking the Submit button on the Field RMA Details page This allows for error correction The Packing Slip is printed landscape on a single 8 x 10 paper 2 RMA Packing Slip Windows Internet Explorer E http 172 27 253 51 webstes rma RmaPackingstp espx rmald 1383 a Installer Dealer Packing Slip Dated 9 11 2008 Ship From Ship To ATTN To UPS SCS RMA Number 082708 000032 First Name C Able Last Name Mann First Name WildBlue Last Name Address 1 123 first street Address 1 2200 Outer Loop Address 2 Address 2 Dock Door 57 City Plain Old State TX Zip 77131 City Louisville State KY Zip 40219 Phone 480 968 1212 Phone Email installer startekenterprise com Email Communications Carrier Detail Carrier Ship Date Packages Equipment Details Old Serial Number 103707402122 Mac ID 00 A0 BC 0A 82 67 Failure Symptoms RX blinks 2 times pause then 2 blinks Tracking Failure Symptoms Act of God Lightning Contact Admin Copyright 2007 2008 WildBlue Communications Inc All Rights Reserved Reproduction in whole or in part without permission is prohibited Powered By Mentis Y Internet
38. g submitted records it displays the Search RMAs page When clicked on a new unsaved record it clears all fields displays a confirmation popup and then displays the Search Customers page Copyright 2008 WildBlue Communications Inc Proprietary Use Pursuant to Company Instructions wy WildBlue Installer Dealer RMA Program Tool Overview Packing Slip shipping Label The Save button displays on the Field RMA Details page lt is available on new unsaved records and existing saved records lt is not available on existing submitted records When clicked on a new unsaved record it saves all field entries creates a new RMA record and record number and displays a Confirmation Success popup When clicked on existing saved records it updates the new information entered in the record it is not available on submitted records and displays a Confirmation Success popup lf the Save is not successful error messages display at the top of the page Correct all errors for the Save to be successful The Packing Slip button displays on the Field RMA Details page lt is available on existing saved records and on existing submitted records When clicked it opens another Browser Window with the printable Packing Slip The Shipping Label button displays on the Field RMA Details page It is only available on existing submitted records lt is not available on existing saved records When clicked the first time on
39. ice Call Copyright 2008 WildBlue Communications Inc Proprietary Use Pursuant to Company Instructions SN WildBlue In staller Dealer RMA Program Y Record Management e Field RMA Details Example Two The example below displays o The modem is out of warranty o Notice that both the Packing Slip button and the Shipping Label are active This means that the record has been saved and submitted so no further data updates are allowed o The RMA status is n Transit When UPS receives the failed equipment the status will change to either Received in Full if all equipment is received or Received Incomplete if the second box hasn t been received yet As soon as UPS ships the replacement equipment this status will change to In transit o Because the record is submitted this would be a good time to click on the Shipping Label button print the label Print the Packing Slip if necessary Then complete the equipment packing and drop the box off at the local UPS store o Notice the Delete button is not active If this record is no longer needed escalate the issue to RMAsupport wildbluecorp com Copyright 2008 WildBlue Communications Inc Proprietary Use Pursuant to Company Instructions HOME RMA EQUIPMENT LOGOFF a Field RMA Details RMA Information RMA Number 082708 000032 Customer Account WBRES385101 Date Retrieved From Field 8 27 2008 Dealer MSP Name Startek v Customer First Na
40. ildBlue Installer Dealer RMA Program RMA Tab Navigation e RMA Tool Page Tabs There are four Dynamic Tabs in the RMA Online Tool Home RMA Equipment and Logoff The tabs are located at the top left of the page A a Search RMAs Search Criteria RMA Number RMA Create Date From RMA Create Date To RMA Status Results Total 1 Dealer v E le Installer Serial Number v Mac ID Branch vi e Home Tab The Home Tab page is the first page displayed after login and displays the Search RMAs page To access this page from other pages roll the computer mouse over the Home Tab to open the Dynamic Selection List and click on Home from the list HOME RMA Search Criteria RMA Number RMA Create Date From RMA Create Date To RMA Status Results Total 1 RMA Number Issue Date 09 12 2008 Page 10 of 50 EQUIPMENT LOGO 040708 000010 Click Here i 040708 000010 Dealer v Installer Y Serial Number Mac ID Branch v Click any column to sort Click the RMA Number to go to the record Warranty RMA Status Branch Installer Id Create Date In In Transit UPS SCS Installer1 04 07 2008 Copyright 2008 WildBlue Communications Inc Proprietary Use Pursuant to Company Instructions WildBlue In YY staller Dealer RMA Program Tool Overview RMA Tab The RMA Tab has two page selections on the Dynamic Selection List the Search RMAs page and the a i
41. ils page for that RMA Record a Search RMAs Search Criteria RMA Number Dealer v RMA Create Date From Installer v RMA Create Date To Serial Number RMA Status v Mac ID D0 40 BC FF 64 D7 Branch v Click Here to Open the Field RMA Details page Results Total 10 Click any column to sort Click the RMA Number to go to the record RMA Number Warranty RMA Status Branch Installer Id Create Date 041408 000018 Out In Transit UPS SCS Installer1 04 14 2008 Copyright 2008 WildBlue Communications Inc Issue Date 09 12 2008 Proprietary Use Pursuant to Company Instructions Page 41 of 50 Record Management e F O O W WildBlue Installer Dealer RMA leld RMA Details Example One The example below displays The modem is n Warranty The RMA status is Pending y t REI Program Notice that the Packing Slip button is active but the Shipping Label is not This means that the record has been saved but not submitted Because the data can still be updated this would be a good time to click on the Packing Slip button validate the data on the slip and if correct print the slip The Submit button is active If the record data is correct and complete click on this button to submit the record into the system The Delete button is active If this record is no longer needed clicking the Delete button will remove it Clicking the Back button will open the RMAs Search page however because the record has bee
42. ions Inc Page 44 of 50 Proprietary Use Pursuant to Company Instructions WildBlue Installer Dealer RMA Program Replacement Equipment e RMA Details This area displays data related to the creation of the RMA record along with all the internal RMA tracking numbers RMA Details Field RMA Number MA RMA Number WB RMA Number Create Date Vendor RMA Number Purchage Order Number e Replacement Equipment information This area helps the Installers and Dealers determine when Replacement Equipment should arrive and provides the UPS Tracking Number used to track shipments The fields in this area are o Replacement Serial Number This is the serial number of the Replacement equipment o Replacement Tracking Number This is the UPS Tracking Number for the Replacement Equipment shipment Use this number to check the delivery of the shipment on the UPS Web page htto www ups com o Replacement Mac Id This is the MAC Address of the Replacement Equipment Modems only o Replacement Shipped Date This is date the Replacement Equipment was shipped from the UPS depot o Replacement Equipment Status This is the current shipping status of the Replacement Equipment shipment This status displays as shipped Pending or Out of Stock Replacement Equipment Information Q i i Replacement Serial Replacement Mac Id Replacement Equipment Number Status Replacement Tracking Replacement Shipped Number e Test Areas The
43. ir RMA Records with the Dealer will be available When an Installer logs into the RMA Tool only their Installer name will be available HOME RMA EQUIPMENT LOGOFF a Search RMAs Search Criteria RMA Number Dealer RMA Create Date From Installer RMA Create Date To Serial Number gt C Able Mann RMA Status Mac ID Ben Thar Branch e Equipment Data Enter the Serial Number or Mac ID of the failed equipment in the appropriate field This search is most useful when the failed equipment is still on hand and a Packing Slip or Shipping label needs to be printed HOME RMA EQUIPMENT LOGOFF a Search RMAs Search Criteria RMA Number Dealer w RMA Create Date From Installer v RMA Create Date To Serial Number RMA Status Mac ID Branch vi Search Criteria Failure If the Search Criteria results in no matching records the following error message displays No records found for specified search criteria Please change search criteria Issue Date 09 12 2008 Copyright 2008 WildBlue Communications Inc Page 40 of 50 Proprietary Use Pursuant to Company Instructions A YY WildBlue Installer Dealer RMA Program Record Management VIEWING AN EXISTING RMA RECORD After entering the desired search criteria click on the Search button The specific RMA record s requested display by row in the Results area of the page Clicking on the RMA Number opens the Field RMA Deta
44. me ALBERT Equipment Plan Work Order Type Installer Name C Able Mann Customer Last Name HOOD Purchased O New Install RMA Status In Transit Customer Zip Code 162702 O Lease Service Call Sales Channel WildBlue Order Number 4 100234121 Equipment Information Modem TRIA Serial Number 011606154955 Foutarranty Old Serial Number AAFFYYWWXXXX FFYYM VVVVV X MAC Address 00 A0 BC 06 29 5F New Serial Number ATATATATATA1 Polarization OLet O Right Replacement Polarization Left Right ADD Failure Symptoms REMOVE ADD Failure Symptoms REMOVE n o v RX blinks 2 times pause then 2 blinks gt Act of God v Shipping Information Carrier UPS U m Packages 1 Date Shipped 09 01 2006 Tracking Number 23560794152368256 Ship From Ship To Company Name Company Name UPS SCS Branch UPS SCS v First Name C Able Last Name Mann RMA Number Address 1 1123 first street Address 2 First Name WildBlue Last Name Communications on Plain Old state TX zip 77131 pasa 2200 Outer Loop jAddress2 Dock Door 57_ Phone 480 968 1212 City Louisville state KY Y zip 40219 Enp installertpatartahantorprige com chore Email Back Packing Slip Shipping Label Issue Date 09 12 2008 Page 43 of 50 wy Replacement Equipment WildBlue Installer Dealer RMA Program REPLACEMENT EQUIPMENT MANAGEMENT Locating the Equipment Record As with RMAs Search page the Equipment Search page has a series of
45. n Transit UPS SCS Installer1 04 14 2008 Add Issue Date 09 12 2008 Page 36 of 50 Copyright 2008 WildBlue Communications Inc Proprietary Use Pursuant to Company Instructions wy WildBlue Installer Dealer RMA Program Record Management RMA Status Search This search allows the Installer to search for all RMA records that have a particular status The following are the available status for a RMA Pending The record is created but not complete In transit The record is complete submitted and the failed equipment has been shipped Received in full The failed equipment has been received by UPS and replacement equipment has been shipped to the Installer Received incomplete Only a portion of the failed equipment has been received UPS is waiting for the rest of the equipment Clear any fields used for previous searches Use the drop down menu of the RMA Status to select the desired status type and then click on the Search button a Search RMAs Search Criteria RMA Number RMA Create Date From RMA Create Date To RMA Status NOTE If the information is incorrect or there are not records matching the criteria the following error message will display No records found for specified search criteria Please change search criteria All RMA Records found with the status selected will be displayed by row on the RMA Search page Results area located just below the Search button In addition the
46. n saved no data will be lost HOME RMA EQUIPMENT LOGOFF a Field RMA Details RMA Information RMA Number 082708 000032 Customer Account Dealer MSP Name Startek v Customer First Name Installer Name C Able Mann Customer Last Name RMA Status Pending Customer Zip Code Sales Channel WildBlue Order Number Equipment information Modem Serial Number 1103707402122 In Warranty AAFFYYWWXXXX MAC Address 00 A0 BC 0A 82 67 ACATATATATA1 ADD Failure Symptoms REMOVE RX blinks 2 times pause then 2 blinks v Act of God v Shipping Information Carrier wi Packages Date Shipped Ship From Company Name First Name C Able Last Name Mann Address 1 123 first street Address 2 City Plain Old State TX Zip 77131 Phone 480 968 1212 Email installer startekenterprise com Packing Slip Issue Date 09 12 2008 Page 42 of 50 WeRES385101 ALBERT HOOD 162702 11100234121 Old Serial Number Date Retrieved From Field 18 27 2008 Equipment Plan Work Order Type Purchased New Install O Lease TRIA FFYYM VVVVV X New Serial Number Polarization Replacement Polarization ADD Failure Symptoms REMOVE i 3 Tracking Number Ship To Company Name UPS SCS Branch UPS SCS b RMA Number First Name WildBlue LastName Communications Address 1 12200 Outer Loop Address 2 Dock Door 57 City Louisville State KY Y Zip 40219 Phone Email O Let O Right O Left O Right Submit Serv
47. on displays on the Field RMA Details page It is available on new unsaved records and existing saved records It is not available on existing submitted records When clicked it submits the RMA Submit request into system notifies UPS that a shipment of Failed Equipment is expected and displays a Confirmation Success popup If the Submit is not successful error messages display at the top of the page Correct all errors for the Submit to be successful Copyright 2008 WildBlue Communications Inc Issue Date 09 12 2008 Proprietary Use Pursuant to Company Instructions Page 33 of 50 Y Record Management WildBlue Installer Dealer RMA Program New RMA Record Quick Guide W WILDBLUE 1 Enter Support Portal User Name and Password Welcome to the WildBlue RMA Site Please enter your login information UserID Step 1 Log into the Online RM A All informa on within this site is the confdensal and proprietary informa on of WidBiue Communica ons Inc and is protected under US copyright laws You may not copy the informa on or disclose this informa on in any public forum or to any third party Password S te a Any unauthorized disclosure of the informa on on this ste by a WikiBiue Partner or installer may resul in the loss of access to this ske and or right to license to sell distribute and or install WikiBlue equipment and service as applicable Unauthorized disclosure by a WildBlue empl
48. oyee will resu in disciplinary ac on up to and including termina on of employment h t Os SN Ca r e WI dbl 2 Click on Login ue com Wildblue Care Rma Contact Admin Copyright 2007 2008 WildBlue Communications Inc All Rights Reserved Reproduction in whole or in part without permission is prohibited Powered By Mentis done e Internet E 100 Results Total Click any column to sort Click the RMA Number to go to the record RMA Number Warranty RMA Status Branch installer id Create Date Step 2 Click on the Add button on the RMA Search page Click the Add Button HOME RMA EQUIPMENT LOGOFF a Search Customers Ste p 3 z E nte r th e is 00 A0 BC FF 6A07 1 Enter MAC Address Customer ma ne Modem MA C First Name Address in the gt M AC Ad d ress 2 Click on Search Button field to locate the Results Total SS C u S to m e r k Account Number Phone Number First Name Last Name z Address City State Zip Record Internet 100 Issue Date 09 12 2008 Copyright 2008 WildBlue Communications Inc Page 34 of 50 Proprietary Use Pursuant to Company Instructions US A WildBlue Installer Dealer RMA Program r W Record Management Step 4 Click on the Customer Record to open the Field RMA Details page a Search Customers Search Criteria MACAddr ss 00 A40 BC FF 6A4 07 A1 A1 A1 A1 A1 A1 Phone Numb First Nam Last
49. r all records related to the Installer ID used to access the site A search RMAs Search Criteria RMA Number RMA Create Date From RMA Create Date To RMA Status HOME RMA EQUIPMENT LOGOFF Dealer Installer Serial Number Mac ID Branch E e All RMA Records found will be displayed by row on the RMA Search page Results area located just below the Search button In addition the total number of records found are displayed in the Total field HOME RMA EQUIPMENT LOGOFF a Search RMAs Search Criteria RMA Number RMA Create Date From RMA Create Date To RMA Status Results Total 12 Dealer v Installer v Serial Number Mac ID Branch v Click any column to sort Click the RMA Number to go to the record RMA Number Warranty RMA Status Branch Installer Id Create Date 040308 000001 In Received in Full UPS SCS Installer1 04 03 2008 040308 000002 In Received in Full UPS SCS Installer1 04 03 2008 040708 000010 In In Transit UPS SCS Installer 04 07 2008 041408 000017 In In Transit UPS SCS Installer1 04 14 2008 082708 000033 In In Transit UPS SCS Installer1 08 27 2008 082708 000032 In Pending UPS SCS Installer1 08 27 2008 090408 000034 In Pending UPS SCS Installer1 09 04 2008 040308 000001 Out Received in Full UPS SCS Installer1 04 03 2008 040408 000008 Out Received in Full UPS SCS Installer1 04 04 2008 040708 000009 Out Received in Full UPS SCS Installer1 04 07 2008 041408 000018 Out I
50. rd fields and click on the Login button W WILDBLUE 1 Enter Support Portal Welcome to the WildBlue RMA Site Please enter your login information User Name and UserID Password Password All informa on within this sie is the confidenal and proprietary information of WikiBiue Communica ons Inc and is protected under US copyright laws You may not copy the information or disclose this informa on in any public forum or to any third party Any unauthorized disclosure of the informa on on this ste by a WildBiue Partner or installer may result in the loss of access to this ste and or right to license to sell distribute and or install WikiBlue equipment and service as applicable Unauthorized disclosure by a WildBlue employee will resuk in disciplinary ac on up to and including termina on of employment 2 Click on Login Contact Admin Copyright 2007 2008 WildBlue Communications Inc All Rights Reserved Reproduction in whole or in part without permission is prohibited Powered By Mentis Internet IMPORTANT If entered User ID and or Password do not work to access the site verify that the User ID and Password can access the Support Portal e Ifthe ID does not work in the Support Portal Email Training wildbluecorp com to request a password reset e Ifthe ID works in the Support Portal reenter the User ID and Password into the RMA login page and try again If the User ID and or Password still do not work Email
51. rs IMPORTANT Before starting the new RMA record process validate that the Serial Number on the failed equipment is readable This is a problem with older TRIAs because of sun faded lettering Email a request for a generated serial number from rmasupport wildbluecorp com Use the generated serial number in the old failed TRIA Serial Number field A RMA Record cannot be created without this serial number Searching Customer Records To create a new RMA Record the Installer must first locate the Customer Account Selecting any record from the list displayed in the Search Customers page Results Area will open a blank Field RMA Details page used for creating a new RMA Record for that Customer e Important Notes about Search Customers page criteria o Only Customer Records associated with the User ID used to access the RMA online Tool will display Examples Logging in with a WildBlue Retail Installer ID will result in only a WildBlue Retail Customer list Logging in with a DIRECTV Installer ID will result in only a DIRECTV Customer list o The page lists the search criteria fields in the order of search preference Issue Date 09 12 2008 Copyright 2008 WildBlue Communications Inc Page 22 of 50 Proprietary Use Pursuant to Company Instructions WildBlue In a yoy staller Dealer RMA Program W Record Management MAC It is always best to search for the Customer Record using the currently installed modem MAC because
52. s 1 2200 Outer Loop Address 2 Dock Door 57 Phone 480 968 1212 City Louisville State KY M Zip 40219 Email linstaller startekenterprise com Phone l Email Copyright 2008 WildBlue Communications Inc Proprietary Use Pursuant to Company Instructions Packing Slip Shipping Label ES Issue Date 09 12 2008 Page 17 of 50 Tool Overview RMA Page Buttons Search Reset CL EL Cancel Back g Issue Date 09 12 2008 Page 18 of 50 WildBlue Installer Dealer RMA Program The Login button displays on the Welcome page and the Logoff Confirmation page On the Welcome page it validates the User ID and password and allows access if appropriate On the Logoff Confirmation page it displays the Welcome page The Search button displays on the Search RMAs page the Search Customers page and the Equipment Search page On each page clicking this button will start the search process using the criteria entered in the appropriate fields The Add button displays on the Search RMAs page and is a short cut to the Search Customers page where new RMAs are created The Reset button displays on the Search Customers page When clicked it clears criteria for new searches The Cancel button displays on the Equipment Search page When clicked it clears the Results Area and opens the Search RMAs page The Back button displays on the Field RMA Details page When clicked on existing saved records or on existin
53. tain a replacement The RMA process is required after an Installer completes an Installation Order where there has been Dead on Arrival DOA equipment or on a completed Service Call where there has been an equipment failure The WildBlue equipment covered in the RMA process are the Satellite Modem and the TRIA The details of the removed equipment as well as customer data are captured in a Web based application the RMA Online Tool ensuring 100 tracking and eliminating the use of paper documentation The RMA Online Tool provides shipping through the WildBlue partner UPS thereby saving the Installer and Dealer time and money When closing a Service Call use the RMA Online Tool in conjunction with the Auto Truck Roll Close Tool Just as the Auto Truck Roll Close Tool allows the Installer to request to close a Service Order online without contacting a Wildblue Care Agent on the telephone the RMA Online Tool allows the Installer to return failed equipment and obtain replacement equipment without a telephone call Additional access tools allow the Dealer to track and if desired complete RMA requests entered by their associated Installers while providing a method to enter new RMA requests in behalf of their Dealership Copyright 2008 WildBlue Communications Inc Issue Date 09 12 2008 Proprietary Use Pursuant to Company Instructions Page 3 of 50 W Program Overview WildBlue Installer Dealer RMA Program RMA REQUIREMENTS
54. the Installer ID used to access the site The field remains blank until the data is entered in the First Name and Last Name in the Ship From field and the RMA Record is saved RMA Information RMA Number Customer Account Customer First Name Customer Last Name RMA Status Pending Customer Zip Code Sales Channel WB Direct WildBlue Order Number Copyright 2008 WildBlue Communications Inc Proprietary Use Pursuant to Company Instructions Date Retrieved From Field WBRES385101 ALBERT Equipment Plan Work Order Type HOOD Purchased New Install 62702 O Lease O Service Call Issue Date 09 12 2008 Page 25 of 50 wy Record Management WildBlue Installer Dealer RMA Program o Customer Data The results from the Customer Search page populates the following fields e Customer Account This field displays the WildBlue Account Number i e WBRES e Customer First Name This field displays the customer s first name e Customer Last Name This field displays the customer s last name e Customer Zip Code This field displays the customer s zip code e Sales Channel This field displays the WildBlue Retail Sales Channel or the WildBlue Partner associated with the Customer Account WildBlue Order Number The Installer enters the Nine digit Dealer Order Number from the Installation or Service Call Order in this field RMA Information RMA Number Customer Accoun t I WBRES385101 Date Retrieved From Field D
55. tions Inc Issue Date 09 12 2008 Proprietary Use Pursuant to Company Instructions Page 13 of 50 coe ti Ray is 8 Tool Overview WildBlue Installer Dealer RMA Program e Logoff Tab The Logoff Tab has a single selection on the Dynamic Selection List the 4 r Logoff page To access this HOME RMA EQUIPMENT LOGOFF E page from other pages roll the T computer mouse over the Logoff Tab to open the Dynamic Selection List and click on the Logoff page from the list A search RMAs o Selecting Logoff page from the Logoff Tab Dynamic Selection List displays the Logoff Confirmation page Clicking on the Login button on this page will open the Welcome page a You have been logged off successfully Contact Admin Copyright 2007 2008 WildBlue Communications Inc All Rights Reserved Reproduction in whole or in part without permission is prohibited Powered By Mentis Done Internet R 100 Issue Date 09 12 2008 Copyright 2008 WildBlue Communications Inc Page 14 of 50 Proprietary Use Pursuant to Company Instructions W WildBlue Installer Dealer RMA Program Tool Overview Existing RMA Record Access A completed search in either the Search RMAs page or the Equipment Search page results in a list of RMA Records in the page Results Area e Selecting a RMA Record on the Search RMAs page opens the customer oriented Field RMA Details page for that record Search RMAs Page Ex
56. total number of records found are displayed in the Total field See the search results for the Pending status in the example below Copyright 2008 WildBlue Communications Inc Issue Date 09 12 2008 Proprietary Use Pursuant to Company Instructions Page 37 of 50 EET Oe er od we ray a w 7 i 10 Aa da gt F Son Record Management HOME RMA EQUIPMENT LOGOFF A search RMAs Search Criteria RMA Number Dealer RMA Create Date From Installer RMA Create Date To Serial Number RMA Status Pending Mac ID Branch Results Total 2 Click any column to sort Click the RMA Number to go to the record RMA Number Warranty 082703 000032 In 090408 000034 In RMA Status Branch Installer Id Create Date Pending UPS SCS Installer 08 27 2008 Pending UPS SCS Installer1 09 04 2008 Issue Date 09 12 2008 Copyright 2008 WildBlue Communications Inc Page 38 of 50 Proprietary Use Pursuant to Company Instructions ey gt o gt VAR raya m tt ri h 5 x A WildBlue Installer Dealer RMA Program Record Management Specific RMA Search This search is for a particular RMA record or set of records that has a field value defined by the user Clear any fields used for previous searches Enter the information in the desired field and then click on the Search button Examples of this type of search are e RMA Number Searching by RMA Number is a
57. ue Communications Inc Issue Date 09 12 2008 Proprietary Use Pursuant to Company Instructions Page 27 of 50 x Record Management WildBlue Installer Dealer RMA Program o Failure Symptoms Fields Use the drop down menu next to Failure Symptoms field in either the Modem or the TRIA area to select the symptom that most closely reflects the equipment failure The drop down list is dynamic and can include more than one failure and include Installer notes Adding One Failure Symptom Clicking on the down arrow to the right of the Failure Symptom displays the Symptom list drop down menu Select the symptom that most closely describes the equipment failure TRIA Old Serial Number KB071 00511 7 In Warranty FFYYM VVVVV X New Serial Number UE07B 01054 2 Polarization OLet Right sa Replacement Polarization CO pet Right ADD USTXPWR Red Value _ J Adding More than One Failure Symptom After making the first symptom selection clicking the ADD text Icon will add another Symptom field Using the new field s drop down menu allows another symptom selection Modem Serial Number 103707503406 in Warranty AAFFYYWWXXXX MAC Address 00 A0 BC 0B 7D 31 Clicking ADD A1 A1 A1 A1 A1 A1 button adds another Symptom field Failure Symptoms REMOVE RX blinks 3 times pause then 3 blinks Would not provision saa Issue Date 09 12 2008 Copyright 2008 WildBlue Communications Inc Page 28 o
Download Pdf Manuals
Related Search