Before you request a return merchandise authorization (RMA) for Samsara hardware, complete the checklist in this topic and include the information when you open a support ticket. Documenting product details, troubleshooting steps, and shipping information helps Samsara Technical Support review your request faster.
Designate an RMA point of contact (POC) in your organization—a Full Admin or a user with Account Management > Orders & Exchanges (View and Edit) permission, including Submit warranty exchanges. For permission details, see Custom Roles. The RMA POC opens hardware tickets with Support, provides the shipping point of contact, and coordinates replacement configuration after a device ships. For the full RMA workflow, see Best Practices for Managing Device Health.
Include the following information in your support ticket:
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Product model
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Serial number
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Name of the unit in your Samsara dashboard
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Related asset information (VIN, make, model, and year)
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Description of the issue
Complete applicable troubleshooting before you request an RMA. Include each step that applies and add details in your ticket. Attach screenshots or photos of error messages, dashboard alerts, or visible hardware issues when you have them.
For device-specific troubleshooting, see the health and troubleshooting topics in the Device Health section of the Samsara Help Center, such as Vehicle Gateway (VG) Device Health: Definitions and Troubleshooting, Camera Device Health: Definitions and Troubleshooting, and Troubleshoot by VG LED State.
Document any of the following steps you completed and include details:
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Confirmed the device is receiving power
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Captured LED status
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Checked or changed cables and connectors
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Swapped with a known-good device in the same setup
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Rebooted or factory reset the device
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Verified the installation matches the setup guide
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Tested different ports or power sources
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Checked for physical damage or loose components
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Reviewed error messages or diagnostic codes
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Verified with a third-party scanning tool
Include any additional context that may help Support review the request:
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When the issue began
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Whether the issue is continuous or intermittent
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Any recent changes to the vehicle, asset, installation, or environment
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Any other information Support should know
If Support approves a replacement, provide the following shipping information in your ticket:
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Name of shipping point of contact
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Email
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Phone
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Shipping address
If a small team manages RMAs, use a team email alias as the shipping point of contact so the full team receives tracking and status updates.
After you complete troubleshooting and confirm that a replacement may be needed, have your RMA POC open a support ticket and include the checklist information from this topic.
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From the Samsara dashboard, select Help & Feedback > Get Help, or see Report an Issue.
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Include product and issue details, troubleshooting steps, additional context, and shipping details from the previous sections.
Use a subject line that includes the device serial number and the unit name from your dashboard. In the ticket body, describe the issue, list the troubleshooting steps completed, note the current LED status when applicable, and confirm the shipping address for any replacement.
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Include a local contact (name, phone, and email) who can help with field troubleshooting if Support needs additional information.
After Support confirms your ticket details, Samsara initiates the warranty return and ships a replacement when approved. The RMA POC receives tracking information and device serial numbers when the replacement leaves the warehouse. Configure the replacement device, pair gateways to retain historical data when applicable, and send the return label to the local contact who returns the faulty hardware. For Vehicle Gateway replacements, see Replace a Vehicle Gateway (VG) with the Same Model. For the full post-replacement workflow, see Best Practices for Managing Device Health.
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