How to Initiate an Exchange

There are two ways to initiate an exchange. Support will always be the first point of contact for either exchange type (exchange vs. warranty exchange).

Timeline of an Exchange

1. Customer contacts Support
2. Support confirms a unit's defectiveness then guides customer to submit an exchange through their dashboard
3. If any exchange cannot be completed through the dashboard, an RMA ticket will be submitted
4. Returns team will create a return label and replacement promo opportunity

 

Things to note:

• Replacement for defective units initiated by Support or Customer only
• Any exchanges unable to be processed by the exchange tool must be directed to Support at kb.samsara.com

Escalation Process

1. Internal users (AE, CSM, etc) can escalate a ticket through two separate Slack channels depending on the customer status
   a. If standard customer: #standard-support-expedite
   b. If premier customer: #premier-support-expedite 
   
   
2. External users (Customers): Any sign-in customer user can escalate/expedite their already-submitted ticket by following the steps listed here

RMAs with incomplete information:

RMAs with incomplete information will delay the processing time. Please ensure information includes:

• Contact Name
• Email Address
• Phone Number
• Complete and up-to-date shipping address
• All units being returned, including product code and serial numbers

For more information, please visit Support's Orders and Exchanges article