How do I request a repair for a laptop or other device?

Repairs can be requested by identifying a return reason during a regular return.

When generating a return or replacement via the App, choose a return reason of "Item is damaged or malfunctioning" to ensure that Firstbase can triage the requested return through the repair process.

If this is not marked, the team will potentially catch the damage during their inspection process.

Once the item is received, the Firstbase team will mark the item as "Unavailable" and "Requires Repair", and will review the damage and suggest initial feedback to the admin directly through our Support email.

The request will include the ask to send and quote this to a certified service center (where repairs are available). The Operations team will manage the shipment to the service center and once a quote is received, will share it with the customer admin for pre-approval. 

If the quote received is approved, the team will confirm the service and mark the item status as "Out for Repair". Once complete, the item will be received back into inventory and marked as "Available". This could take multiple weeks due to the shipping time and potential backlog at the service center, depending on the geography. Please review the different capabilities in this document.

If the quote is rejected, then Firstbase will work with the admin on next steps which could mean shipping the device back to the admin, or recycling the device (ITAD).