Note
The Cable Exchange Tool is available only to customers located in the United States, Mexico, or Canada. To access the tool, users must have a Full Admin or Standard Admin role, a tag administrator, or a custom role with permissions to Make purchases and submit warranty exchanges.
If you need to exchange a cable from a recently received order, you can exchange it free of charge if it's within the Hardware Warranty and meets the eligibility requirements for return.
The exchange process varies by region:
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United States, Canada, and Mexico: Exchanges are submitted through the Cable Exchange Tool on the dashboard.
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Other regions: In regions where the Cable Exchange Tool is not supported, cable exchanges are requested directly through Samsara.
Before submitting a cable exchange request, identify the cable by locating the white lettering printed on the cable’s shrink tubing. The printed cable code is required to complete an exchange request.
For Vehicle Gateway (VG) cables, use the printed cable code to determine the cable class (B, C, or D). Verify the code carefully, as similar-looking codes may have different specifications.
Examples:
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B-class: CBL-VG-BIZU
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C-class: CBL-VG-CIZU
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D-class: CBL-VG-DIZU
Important
These classes are not interchangeable.
To submit a cable exchange in the United States, Canada, or Mexico, use the following workflow.
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Identify the cable using the instructions in the preceding section (Identifying the Cable).
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From the Samsara dashboard, select Help & Feedback (
) > Exchange Cable.
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In the Cable Exchange Tool, complete the form with the required cable and gateway details.
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To add multiple cable types, select Add another cable type and repeat the prior step.
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Click Continue, provide your shipping information, and check the box to confirm agreement with the warranty and RMA policy. Then click Submit.
After you submit the request, you will receive a confirmation email with your return label. A separate email will follow with tracking details after the replacement order ships.
If you have any issues during this process, contact Support.
In regions where the Cable Exchange Tool is not available, cable exchanges are requested directly through Samsara.
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New cables: Contact your Account Executive to place a new order.
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Replacement cables: Submit a Support request and include the following information:
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Shipping contact information (email address, phone number, and delivery address)
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The cable SKU being returned
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The VIN or asset identifier associated with the cable
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