How To Request Repair Services

Owned by
Jonathan Terry (Unlicensed)
Last updated: Aug 03, 2023
2 min read

In the rare and unfortunate circumstances where SUNMI devices experience a defect in the manufacturing process, warranty repair services are available to our customers. The instructions below provide guidance for submitting a repair request.

 Instructions

To begin the process, open this website: SUNMI US Service Portal

The SUNMI US Service portal provides customers in North America connections to submit repair and support requests.

  1. Click the link to Submit a Device Repair Request.

  2. Enter your Email Address to receive ticket updates throughout the repair process.

  3. Select your Model Series and Model Number.

Only one model can be selected per repair ticket.

  1. Enter a Short Description or Customer Reference Number (i.e. your ticket number).

  2. Add Serial Numbers and Problem Descriptions for up to 10 devices of the model selected.

Including detailed information about troubleshooting steps completed in the Problem Descriptions fields will expedite the processing and approval of your request.

  1. In the Attachments section, include any documents or images relevant to the repair request.

File names should include the Serial Number of the device referenced in the attached file.

  1. Enter the Contact Information (name, company, email, phone number) of the individual responsible for shipping equipment to be repaired.

  1. Enter the return address for the equipment in the Return Address section.

  2. Click Send to complete the submission.

 

After Submitting a Request

Once a Repair Request has been submitted, a SUNMI Technician will review the request, validate warranty statuses of each device, and process the repair order.

In the event a device can be repaired without being shipped for service, your request may be diverted to an associated support ticket. If this happens, you will be contacted by a SUNMI Technician regarding additional troubleshooting.

 

Repair Request Approved

After validating all troubleshooting and warranty information, your request will be approved. The email address listed in the Contact Information section will receive an RMA Approval email. As is described in the email:

  1. Print a copy of the email to be included in each box to be shipped.

  2. Safely and securely package the device(s) for shipping. The original SUNMI packaging is recommended if available.

  3. Ship via commercial carrier (Postal Service, UPS, FedEx, etc.) to the address listed on the RMA Approval email.

 

Equipment Repair

Once your equipment is received, it will be triaged, repaired, reconditioned, and returned to you.

Any repairs that are determined to be out of warranty will be addressed with the contact person specified in the Contact Information section of the Repair Request.