Requesting and Managing Hardware Replacements Under Jolt Protect
Purpose
Help customers request hardware replacements through Jolt Protect and understand the return process for defective devices.
Overview
Jolt Protect provides replacement coverage for eligible hardware such as:
Tablets
Jolt Print Stations (JPS)
Printers and related hardware components
Replacement eligibility is determined after review of the reported issue and supporting documentation.
How to Request a Replacement
1. Submit a Support Request
Open a support ticket through the Jolt platform.
2. Document the Issue
Include the following in your request:
Clear photos of the defective device
A brief description of the issue
Any visible damage or error states
3. Provide Serial Numbers (If Requested)
For printers and print stations:
Include photos of serial numbers
Serial numbers are typically located on a label inside or on the device housing
4. Confirm Shipping Details
Ensure the shipping address on file is accurate to avoid delays in replacement delivery.
Replacement Approval Process
Once the request is submitted:
The support team reviews the issue and documentation
Additional troubleshooting may be required
If approved, a replacement device is shipped to the customer
Replacement approval is not automatic and is based on review.
Return Process for Defective Hardware
Return Timeline
Defective hardware must typically be returned within 30 days of receiving the replacement.
What Must Be Returned
Return all affected components, which may include:
Tablet
Stand
Printer(s)
Associated hardware accessories if applicable
Shipping Instructions
Use the return label provided with the replacement shipment
Follow packaging instructions to avoid damage during return transit
Important Conditions
Failure to return defective hardware within the required timeframe may result in additional charges
All returned items must match the original replacement request
Partial returns may delay processing or result in billing adjustments
Support Guidance
Always request photos before approving replacement eligibility
Confirm troubleshooting has been completed before escalation
Avoid promising replacement approval before review
Keep instructions clear, structured, and action-oriented