This guide outlines how we manage device repairs once equipment is identified as damaged or non-functional. Our goal is to ensure every device is assessed, repaired, and returned to service through a standardized, transparent workflow.
When does the repair process begin?
The repair process begins once a device is retrieved and processed at the allwhere depot. During intake:
| • | Devices are inspected on arrival through ITAD (IT Asset Disposition). |
| • | If physical or functional damage is identified, the device status is updated in the allwhere portal to In Inventory – Device Issue |
| • | A brief description of the issue is recorded on the asset record. |
From there, an admin can initiate a repair order directly in the allwhere portal. Once a repair order is placed, the device is routed to the repair queue for a full diagnostic assessment.
How are devices diagnosed?
Every device undergoes a comprehensive diagnostic review to identify:
| • | Physical damage |
| • | Functional issues |
| • | Warranty eligibility |
| • | Required parts and repair actions |
We perform diagnostics using OEM-approved tools and processes. If a device is eligible for manufacturer or extended warranty coverage, we validate eligibility and manage the claim directly with the OEM.
If a device falls outside warranty coverage, the repair proceeds as an out-of-warranty (billable) repair, and the admin receives a quote for approval before any work begins.
How are repair quotes generated?
Once diagnostics are complete, we generate a repair quote and send it to the designated purchaser admin by email for review. Each quote includes:
| Issue description | A description of the identified issue(s) |
| Recommended actions | The repair actions we recommend |
| Estimated cost | Estimated repair cost, with parts and labor itemized separately |
From the email, the admin can:
| • | Approve the repair |
| • | Decline (cancel) the repair |
For any questions, the admin can reply directly to the email where the allwhere Support Team will assist with their request.
Admins have 7 business days to act on a quote
If approved → the device moves into the active repair queue.
If declined or the quote expires → the device returns to In Inventory – Device Issue, where the admin can direct it to disposition or hold it for further action.
How are repairs performed?
Once approved, repairs are completed by certified technicians. Repair execution varies by depot region.
US & Canada Depots
We perform most repairs in-house at the allwhere depot. Repair standards include:
| • | Repairs performed in-house by certified technicians |
| • | OEM-quality or OEM-sourced parts used when required |
| • | OEM-aligned repair procedures followed |
| • | Only authorized technicians engaged (no unauthorized third-party work) |
In certain cases, a device is routed to the respective OEM service center, for example when the repair cannot be completed in-house without affecting the device's warranty, requires proprietary tooling, or involves restricted parts.
International Depots
Repairs in other serviced regions — the UK, the EU, Mexico, Brazil, Colombia, Argentina, Peru, and Uruguay — are typically handled by certified OEM repair centers. Repair standards include:
| • | Repairs completed by certified OEM repair centers |
| • | OEM-quality or OEM-sourced parts used when required |
| • | OEM-aligned repair procedures followed |
In-Warranty Repairs (All Regions)
For in-warranty repairs, we:
| • | Initiate and manage warranty claims directly with the OEM |
| • | Source replacement parts directly from the manufacturer |
What happens after repairs are completed?
After repairs are complete, devices are processed through ITAD to prepare them for redeployment. This includes:
| • | Functional validation |
| • | Data sanitization |
| • | Cosmetic grading |
| • | Final quality assurance review |
Once complete, we update the device status in the allwhere portal and return the device to available inventory.
What are Depot Repair Levels?
Repair quotes may reference standardized labor categories used by the allwhere depot:
| allwhere Depot Level 1 Repair | Additional 15-minute incremental labor |
| allwhere Depot Level 2 Repair | ~30 minutes of labor |
| allwhere Depot Level 3 Repair | ~1 hour of labor |
These classifications align with typical OEM in-warranty labor benchmarks and help standardize repair scoping across device types and manufacturers.
What are the expected lead times?
The following SLAs apply to US and Canada depot repairs. Repairs in other serviced regions are handled by OEM repair centers, and lead times vary by region.
| Stage | US & Canada | International |
|---|---|---|
| Diagnostic | 3 business days after repair order placed | Varies by OEM repair center |
| Quote Issued | 3 business days after diagnostic | Varies by OEM repair center |
| Quote Approval Window | 7 business days from quote issuance | 7 business days from quote issuance |
| Repair Completion, ITAD QA & Return to Shelf | 8 business days after quote approval | Varies by OEM repair center |
| • | Quote lead times may be extended due to pending parts quotes from OEMs. |
| • | Once a quote is approved, the time required for parts to be delivered to the depot is not counted toward the repair completion SLA. |
What are the repair order statuses?
Repair orders move through the following statuses in the allwhere portal, in the order shown below. If a repair is canceled or the quote is declined, the order status moves to Canceled and the device returns to In Inventory – Device Issue.
| Quote in Progress | The device is undergoing diagnostic assessment. A repair quote is being prepared. |
| Pending Quote Approval | A repair quote has been issued and sent to the purchaser admin for review. Action required within 7 business days. |
| Pending Repair | The repair has been approved and the device is queued for or actively undergoing repair. Also applies to in-warranty repairs where no quote is required. |
| Complete | Repair is finished. The device has passed ITAD QA and has been returned to available inventory. |
| Canceled | The repair was declined or the quote was not acted upon. The device returns to In Inventory – Device Issue. |
For in-warranty repairs where all parts and labor are covered under warranty, no quote is issued. The order moves directly to Pending Repair once the repair has begun.
Questions about a repair?
Reach out to the allwhere Support Team at
hello@allwhere.co.