Tracker replacement for customers

First contact Sensolus

If you have a broken tracker, you should contact Sensolus by sending an email to support@sensolus.com providing the serial number(s) of the trackers that are broken and need to be replaced. Sensolus support can then initiate the RMA process.

Support will try first to identify remotely the root cause by doing some checks (we will look at the applied latest firmware version, diagnostic checks etc). If Sensolus support cannot solve the issue the RMA process will be started.

You can follow the process on the platform. Go to Admin → Support → Device returns to follow up the status. Here you access the return sheet by clicking on the download button in the Actions column.

Send the broken trackers to Sensolus

Once the return sheet is available on the platform, return the tracker to the Sensolus headquarters (Sensolus NV, Moutstraat 54, 9000 Gent, Belgium). You can choose the shipping service of your preference.

Prepare the new trackers

Once you have received the new trackers you can remove the old tracker from the asset and take a new tracker and prepare the new tracker.

Before installing the new tracker on the asset, you should have done the described steps. The order in which you do the steps is not important, but be sure to have done all of them.

• Transfer the communication contract from the old to the new tracker.
• Optionally, transfer the tracker profile and the data of your old tracker to your new tracker.
• Check the status of the new tracker (you can do this on the platform) and activate it with a magnet if necessary. Look up how to activate the tracker by reading the tracker-specific installation & activation manual that you can find in the device section of the documentation center.

Mount the new tracker on your asset

The different ways to mount a tracker on an asset is explained in the mounting manual.

Tracker under/outside of warranty

If the tracker is still under warranty

If the defective tracker is still in the first year of operation, the following steps are/should be taken:

1. Sensolus will send a replacement free of charge.
2. The subscription of the defective tracker should be moved by you (the partner) as soon as possible to avoid double invoicing
3. The defective tracker should be sent back to Sensolus for investigation purposes.

If the tracker is outside warranty period

If the defective tracker is still in the first year of operation, the following steps are/should be taken:

1. Sensolus will send a replacement followed by HW invoice.
2. The subscription of the defective tracker(s) should be moved by the user as soon as possible to avoid double invoicing.
3. The customer/partner has a window of 30 days to return the defective tracker(s) back to Sensolus from the day it is flagged as ‘RMA’ on the platform.
   • If the results of the investigation indicates a production issue, we credit the HW invoice of the new tracker(s).
   • If the results of the investigation indicate no production issue, Sensolus cannot cover the return.
   • If the defective tracker(s) are not received within 30 days Sensolus can no longer accept the return.