This article explains how to track the status of a device replacement or a new hardware order. Depending on whether you are waiting for a repair/replacement or a new bulk shipment, the contact method differs.
Prerequisites
- For Replacements: Your Zendesk Ticket # (received when you reported the damage).
- For New Orders: Your Order Number or a copy of the original order email thread.
Step-by-Step Instructions
Method 1: Checking a Replacement Status
If you have requested a replacement for a damaged device (Tablet or GPS), use one of the following two options:
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Option A: Call the Help Desk
- Call the Locusview Help Desk and provide your Zendesk Ticket # to the agent.
- The agent will look up the internal status and provide you with the specific tracking details.
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Option B: Email Updates
- When you first initiate a replacement, ensure the Help Desk agent has your correct email address.
- The agent will provide this to the Hardware Team. When the item ships, the Hardware Team will include your email in the carrier's system so you receive automated tracking notifications.
Method 2: Checking a New Order Status
For new equipment orders (not replacements), the process is handled by the Orders Team.
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Step 1: Locate your Email Thread
- New orders will have an existing email chain with the Orders Team.
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Step 2: Reply for Updates
- The most efficient way to get a status update is to reply directly to that thread.
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Step 3: Contact the Orders Team
- If you don't have a thread, email Orders@locusview.com. Provide your company name and the date the order was placed.
- OneGas Users: Please check with your supervisor to identify your team’s designated contact for order updates before contacting Locusview.
Troubleshooting Tips
| Issue | Potential Solution |
|---|---|
| No Ticket # received | Check your email for a "[Replacement] - " message. If you can't find it, the Help Desk can search for your request using your LVS# or Name. |
| Orders Team hasn't replied | Ensure you are emailing Orders@locusview.com. |
Additional Notes and Best Practices
- Proactive Communication: Make sure an email address is provided to the agent during your first call to ensure you don't have to call back later for tracking.
- Shipping Times: Replacements are generally processed quickly once the damage image is received, while new bulk orders may have longer lead times.
FAQs
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Q: Can I get tracking info via text?
A: Yes, the Support Team can provide a tracking number once the device ships. -
Q: What if the tracking says "Delivered" but I don't have it?
A: Call the Help Desk immediately. They can verify the shipping address provided and have the Hardware Team further investigate.