Repairs & Warranty Basics

1. Overview

Firstbase processes repairs in two ways: (1) working with OEMs to handle warranty claims for covered devices, and (2) coordinating repair quotes and services with Firstbase repair partners for out-of-warranty devices. This applies to laptops, computers (boxes/towers only), tablets, and mobile phones, whether supplied by Firstbase or the customer. Availability depends on regional service capabilities.

2. What's Included?

Covered Under Warranty:

• Warranty Verification – Checking device serial numbers to confirm manufacturer warranty coverage.

• Warranty Repairs – Coordinating repairs with OEM-authorized vendors for covered devices.

• Status Tracking & Communication – Providing updates on repair progress via the Firstbase platform and Firstbase customer support.

Not Covered Under Warranty:

• Diagnostics & Repair Quoting – Assessing device condition and generating a repair quote for customer approval.

• Non-Warranty Repairs – Facilitating repair services with Firstbase repair partners, subject to customer quote approval.

• Status Tracking & Communication – Providing updates on repair progress via the Firstbase platform and Firstbase customer support.

3. Availability & Limitations

• Eligible Devices: Laptops, tablets, computers (boxes/towers only), and mobile phones. Both Firstbase-supplied and customer-supplied devices are eligible for warranty and repair services in supported regions.

• Geographic Restrictions: In the US, UK, EU, and Canada, Firstbase provides both warranty management and repair services for Firstbase-supplied and customer-supplied devices. Outside these regions, only Firstbase-supplied devices are eligible, and Firstbase only manages warranty claims with OEMs—we do not facilitate repairs for out-of-warranty devices.

• Age Limitations: Devices older than four years are typically ineligible for repairs and will follow IT Asset Disposition (ITAD) procedures.

• Locked Devices: Devices must be unlocked (e.g., MDM, ABM, iCloud) before repairs can proceed.

4. Logistics & Process

Initiating a Repair Request

• Repairs are initiated in two ways:

  1. Warehouse-Initiated Repairs: When a device is received at a Firstbase facility, warehouse technicians inspect it, run diagnostics using manufacturer tools, and assign a return condition grade (Fair, Poor, or Unusable) based on the Grading Criteria outlined in the [Returns Overview] (INSERT LINK). Devices graded in these categories are flagged in the platform as 'Damaged - Needs Repair' and made unavailable for reorder.

  2. Customer-Initiated Repairs: A customer employee or admin initiates a return or replacement request via the Firstbase platform, indicating that the device is damaged.

     • For one-off returns, a retrieval kit is sent to the worker for device collection.

     • For replacements, a replacement order is shipped before the damaged device is collected, ensuring minimal downtime for the employee.

Warranty Verification & Repair Quote

• Firstbase checks the device serial number in the OEM database to verify warranty coverage.

• If covered under warranty:

  • Firstbase arranges for repair with an OEM-authorized service provider.

• If not covered under warranty:

  • Firstbase obtains a repair quote from a certified repair vendor and shares it with the customer for approval.

  • If approved, Firstbase arranges the repair.

  • If declined (or unresponsive for more than 30 days), the device is processed via ITAD.

Repair Execution

• Repairs may be completed on-site (for select locations and manufacturers) or at an off-site repair center.

• The repair vendor performs the necessary fixes and returns the device to Firstbase for final inspection. 

Status Tracking & Updates

• Firstbase tracks repair status and follows up regularly with the repair vendor.

• Customers receive periodic updates via Firstbase customer support, including estimated return times and final repair outcomes. 

Completion & Re-Deployment

• Once the device is returned from repair, Firstbase:

  • Inspects the device and verifies that the repair was successful.

  • Relabels and restocks the asset status to be available for reorder in the Firstbase system. 

5. Billing & Terms

• Repair Processing Fee – Firstbase charges a fee to cover the administration and logistics for handling repairs, as outlined in the customer's Order Form. This fee applies to both warranty claims and non-warranty repairs. Any additional charges from the OEM or repair center for non-warranty repairs are billed to the customer directly (pass-through), in additon to the Firstbase fee.

• ITAD Processing Fee – If a repair is declined or the device is beyond repair, an ITAD processing fee applies, as specified in the customer's Order Form. The device is then processed through Firstbase’s ITAD service.