Support for Matrox Imaging Software and Products

Effective Monday, October 16, 2023, you will have a new way to request repairs for malfunctioning Zebra machine vision (formerly Matrox Imaging) product(s) and new in-region locations where you will send your malfunctioning product(s).

Note, please continue to follow current process for repairs until the close of business, Friday, October 13. Any repairs requested through Matrox Imaging will be completed by Matrox Imaging and sent back to you. 

Options for Repair

Zebra offers repair service for both in-warranty and out of warranty products.

• In-Warranty Repair: Zebra will validate that your malfunctioning product is in-warranty and will provide you with a repair authorization number for you to use when returning your malfunctioning product for repair.
• Out of Warranty Repair: Zebra will validate that your malfunctioning product is out of warranty and will quote you the cost to repair your product. If you choose to proceed with the repair you will need to provide a method of payment (payment options vary by region and customer type), to pay for the repair. Once you have provided your payment method, we will provide you with a repair authorization number for you to use when returning your malfunctioning product for repair.
• Payment Methods for Out of Warranty Repair: Customers in Europe, Middle East, and Africa (EMEA) and North America (NA) have the option to pay by credit card or by purchase order, if the customer has a financial relationship with Zebra. Customers located in Asia Pacific (APAC) and Latin America (LA) can only pay by purchase order. In this scenario, customers must have a financial relationship with Zebra.

How to Request to Repair

• Requests for repair should be submitted using Zebra’s Repair Order Portal (ROP), our online repair request system.
• Alternatively, you can contact Zebra’s Repair Help Desk team using the contact number most convenient for you based on your location for assistance to create a repair request.
• Once you have submitted a repair request, you will receive a separate automated email with your repair authorization number from our system mailbox, with attached shipping instructions.
• Repair requests for malfunctioning dongles can not be submitted using the Zebra Repair Order Portal. You must first contact the FrontLine Support Team, who will troubleshoot the issue with the dongle and provide direction to resolve the issue.
• Note, the Repair Order Portal cannot be used to submit a request for a return for credit or notify Zebra of a dead on arrival product.

Learn How to Use the Repair Order Portal

Zebra offers multiple resources to help you get the most from this powerful tool.

• Visit our portal’s Repair Guides on Zebra.com for video demonstrations and how-to guides to help you utilize the tool.
• In addition, you can read more about the portal’s features and benefits here.

Accessing the Repair Order Portal on October 16, 2023

• If you have requested a repair from Matrox Imaging from January 2021 through June 2023, you have been granted access to Zebra’s Repair Order Portal. On October 16, you will receive a notification from Zebra confirming your access to the Repair Order Portal with instructions for how to log-in.
• If you have never submitted a request for a repair or submitted a request prior to January 2021, you must request access.
  

1. If you are a member of PartnerConnect, please contact your Partner Administrator, who will grant you access so that you can use the Repair Order Portal. If you do not know who your Partner Administrator is, please contact the Partner Interaction Center (PIC) in your region for this information: Asia Pacific Region PIC; Europe, Middle East, and Africa PIC; Latin America PIC; and North America PIC.

2. If you are a Partner Administrator, visit the Partner Administration Tool to request access to Zebra applications and manage user access for those in your organization.

3. If you are a direct end customer, please click here and follow the steps to register for the Repair Order Portal. 

Sending Your Malfunctioning Product to Zebra Repair

• You must submit a repair authorization request prior to sending your malfunctioning product to Zebra for repair.
• Once you have submitted your repair request, follow the shipping instructions provided in the automated email from our Zebra system mailbox.
• You will send your malfunctioning product(s) to an in-region Zebra facility, where the repair will be processed and sent onto Matrox Imaging for repair.
• The location where you will send your malfunctioning product(s) is outlined on the repair acknowledgment/shipping manifest document, which is sent by email after your repair request has been processed.
• Upon repair completion, your repaired product will be returned to you from the in-region Zebra facility.