Leased Equipment - Gifting, Damaged, Locked, Not Returned, and ITAD – Firstbase

Overview

Managing leased equipment involves several scenarios, including gifting devices, handling damaged or locked equipment, and addressing non-returns. This guide outlines the processes and policies for these situations to help your organization manage hardware effectively and seamlessly.

Gifting Leased Equipment to Employees

Can I Gift Leased Equipment to an Employee?
Yes, but the process involves completing a buyout.

Initiate the buyout process by raising a support ticket through Zendesk.
Once the buyout is complete, Firstbase will archive the item and mark it as “Gifted by Employer” in your inventory.

- Note: Admins cannot gift items directly through the platform without completing this process.

Handling Damaged or Sub-Optimal Condition Leased Equipment

What Happens If a Device Is Returned as Damaged OR If It Is Returned In Sub-Optimal Condition?

- You will continue to be billed for the equipment while it undergoes assessment and if necessary, repair.
  - For items requiring repair - A repair quote will be obtained by Firstbase once the damage is evaluated. If the item can be repaired and the cost is lower than a buyout, Firstbase will attempt repair and costs as well as any service action fees will be passed to Customer in accordance with the Firstbase Equipment & Service Policies and your order forms and any supplemental documentation.
  - Please note that if a repair fails (while rare, this can happen), you will be invoiced for a buyout.
For items returned that come back with a grading of anything other than New, Used - Like New or Used - Good but require nothing to be repaired, you will be charged a buyout.
- For details on equipment grading please refer to Understanding the Grading of Equipment.

Non-Returned Leased Equipment

What Happens If an Employee Fails to Return a Device?

- Firstbase’s Support team will notify you via a support ticket.
- If the device is not returned after this notification, your organization will be charged a calculated buyout fee.

Locked Devices

What Happens If a Device Is Locked When Returned?

- Devices must be unenrolled from zero-touch deployment software or Mobile Device Management (MDM) before being returned.
- If a device is returned in a locked state:
  - A support ticket will be raised to notify your organization.
  - Additional charges may apply to resolve the issue or cover the cost of the device in accordance with the Firstbase Equipment & Service Policies.
  - Should the device fail to be unlocked, you will be invoiced for a buyout and the device will be processed via ITAD.

ITAD (IT Asset Disposition) for Leased Equipment

Firstbase ensures that returned devices are responsibly managed through ITAD processes, which depending on the state of the device. Please see (LINK) for details on ITAD requirements and Certificates of Destruction availability and limitations.

Need Further Assistance?

For additional questions or to initiate any of the end-of-term actions, contact Firstbase Support and copy your Customer Success Manager (CSM). We’re here to guide you every step of the way!