Service & Repair Procedures


About RMA

If your hardware has failed, and is still under warranty, then you can request an RMA (Return Material Authorization) to have the item repaired. An RMA is a unique ID number that allows our tech support and repair teams to track your issue and repair your devices in a timely manner.

Before requesting an RMA, you should first try searching for a resolution in our extensive knowledge base and documentation libraries. If you can’t find the help you’re looking for (in KBs and Documentation), then you can request an RMA.


How do you get an RMA?

Before requesting an RMA, you should first try searching for a resolution in our extensive knowledge base and documentation libraries. If you can’t find the help you’re looking for (in KBs and Documentation), then please call the SFWR Technical Support to explain the issue.

One of our support reps will attempt to diagnose and fix your problem over the phone. If the rep cannot fix the issue, you will be directed to fill out an RMA form so that you can return your product for repair.

You can find the RMA request form here: https://www.safefleet.net/support/rma-support/

What about out-of-warranty repairs?

Units that are out-of-warranty can still be issued an RMA. Once the unit is received by SafeFleet, an estimate will be provided for the repairs, along with a diagnostic fee. 

Note that the diagnostic fee will be charged for ALL out-of-warranty units, regardless of whether or not the customer wishes to proceed with the repairs. Diagnostic fees will also be applied when units are found non-faulty or irreparable.


Where can I download the warranty?

A copy of the SFWR Warranty can be found in the footer of every page on this website. 


Diagnostic Fees

The following table provides a breakdown of all diagnostic fees for our Waste & Recycling product line. A diagnostic fee will only be charged for out of warranty units. All prices are in USD. Canadian customers will charged the same price in CAD. 

DVRs

Panasonic Tablet
$125
Trek Computer
$125
Trek Computer

$125

Getac Tablet

$125

RFID Reader

$125

GD4010

$125

Cameras

050-5024

See Note 1

050-5025

See Note 1

Note 1: Customer needs to purchase spare parts. Contact customer support for details. 

Hard Drives & Accessories

HDD Data Retrieval

See Note 2

Antennas, Cables, etc.

See Note 3

Note 2: Per customer request. Applicable to out of warranty units. Contact customer support for details. 

Note 3: Customer needs to purchase spare parts. Contact customer support for details. 


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End of Life & Support Products

As we release newer products, we also have to retire our older generation hardware and software. Our retired products will fall in one of two categories: End of Life (EOL), or End of Life & Support (EOLS).


EOL (End of Life)

These products are no longer sold or updated, but they remain actively supported. We will continue to troubleshoot issues over email and phone, and our documents will remain active. However, these products not receive updated documentation or regular software or firmware updates.

DVRs

  • There are no End of Life products to display

EOLS (End of Life & Support)

These products are no longer sold or supported. Tech support can no longer provide troubleshooting over phone or email. Documentation remains available for all EOLS products, however they have been moved to an archived state.

DVRs and In-Vehicle Capture Devices

  • Green Terminal
  • MC67- Zebra Devices
  • Getac F800 and F110
  • XS and XM Terminals
  • GD4010

Cameras

  • No EOLS products to display

Accessories

  • No EOLS products to display

Software & Back Office Products

  • No EOLS products to display
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Product Q&A

Welcome to the SFWR Q&A section. Here you’ll find a growing collection of frequently asked questions (with accompanying answers) for our waste & recycling line of fleet management products.

This section is primarily divided in two sections: FAQs and KB Articles.

What’s the difference between an FAQ and an Knowledge Base (KB) article? KB articles are written to provide detailed troubleshooting instructions for commonly asked technical questions, whereas FAQs typically don’t have detailed instructions or troubleshooting steps.

  • Can your question be answered without any screenshots or procedures? If so, then it’s an FAQ
  • Does your question need a detailed explanation with step-by-step procedures? If so, then it’s a KB article.


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Contact Us

If you still can’t find what you’re looking for on the SF Community, then our dedicated customer support team is here to help.

Add to our FAQs and KBs

Do you have a question that wasn’t addressed in the FAQs or KB Articles? If you have an issue that needs immediate attention, please don’t hesitate to contact our support team for assistance.

However, if you have a general question regarding any of our products (that doesn’t need to escalate to a customer support rep), then we’d love to add your issue to our FAQ so that it could potentially help other customers. Please use the following form to submit your question and we’ll try to add it to our library.


Assistance for Drivers & Vehicle Operators

If you’re a waste & recycling vehicle operator/driver, please have the following information ready before you call our support team for assistance:

  • Account Name
  • Supervisor they report too
  • Serial number(s) of the component(s) needing support or repair
  • Error code/description of the issue you are experiencing
  • Troubleshooting steps taken to date
  • Vehicle Number
  • IP Address
  • Screenshot of the Error

Assistance for Administrators & Dispatchers

For dispatchers and back-office administrators, please provide the following information to the tech support team so they can better assist you:

  • Account Name/Division name
  • Application which is facing error
  • Error code/description of the issue you are experiencing
  • Route Number/ Vehicle Number/Report Name/Date
  • Serial number(s) of the component(s) needing support or repair
  • Screenshot of the Error
  • Troubleshooting steps taken to date
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