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 here. Devices graded in these categories are flagged in the platform as 'Unavailable – Requires 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. Warehouse technicians will verify device damage and process accordingly. 

Warranty Verification & Repair Quote

• Firstbase checks the device serial number in the OEM database to verify warranty coverage.
• If covered under warranty:
  • US: Repair arranged via OEM-authorized service provider.
  • Rest of World: We will confirm with the customer first before sending device for repair.
    • If approved, repair proceeds
    • If declined or no response within 30 days, device processed via ITAD. Over the course of 30 days customer outreach is attempted multiple times
• If not covered under warranty:
  • Firstbase contacts customer to advise them of damage. Subsequent communication includes the out of warranty status, approximate repair cost (where able to provide), and outlines the two options: proceed with repair quote from vendor, or ITAD the device. 
  • If customer wants to proceed with the repair quote, device is sent to the repair vendor for assessment and quote is shared with customer for approval:
    • If approved, repair proceeds
    • If declined or no response within 30 days, device processed via ITAD. Over the course of 30 days customer outreach is attempted multiple times.
  • If customer elects to proceed with ITAD, device is added to the ITAD processing queue and status is changed to “Unavailable - Marked for Destruction”.

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 & Communication

• Customers receive an initial email notifying of the damage (includes serial, spec details), and subsequent communication includes detail about the damage, repair options, repair quote, etc.
• Firstbase monitors repair progress and communicates the following via platform: (1) when a device has been shipped out for repair (status changed to “Unavailable - Out for Repair”), and (2) when the device is back in our warehouse and made available for re-deployment (“Available”).
• Any updates outside of the platform status changes outlined above are communicated by request only, and off-platform (support tickets). 

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 addition 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.