Scanner not working? Let us make correcting that easy and convenient. In the steps ahead we’ll need to identify your scanner and its warranty coverage, capture contact and shipping info, and a few details about your scanner’s problem.
Our most economical service is our Standard Service. This service applies to scanners covered under our Standard Limited Warranty and to select SocketCare Extended Warranty plans. Under this service we ask that you ship the non-working scanner back to us. Upon receipt at the designated service center we’ll ship at no charge a replacement scanner via economy ground/surface shipping. The processing turnaround time upon receipt at a service center is 7 to 10-working days for scanners covered under our Standard Limited Warranty plan. SocketCare Extended Warranty plans receive accelerated turnaround processing according to the plan terms applicable.
Standard service may be upgraded to our Advanced Express Exchange Service for fastest replacement (see below). Review your email confirmation/RMA# for availability and contact us to inquire.
Advanced Express Exchange Service
Our fastest service is our Advanced Express Exchange Service whereby we ship first your replacement via express shipping. Upon receipt verify the replacement scanner’s functioning, and then return within 15 days the non-working scanner using the provided prepaid return shipping label and packaging.
For scanners covered under a SocketCare Extended Warranty plan that includes our Advance Express Exchange Service, you’ll receive an email
confirmation/RMA# and we’ll begin processing your order immediately.
Upgrading to Advanced Express Exchange Service
Our Advanced Express Exchange Service is available in our full coverage areas. A service fee applies. Review your email confirmation/RMA# for availablity of this service and contact us to utilize this service.
Customer Loyalty Program
Scanners that are no longer covered under a warranty plan may be eligible under our Customer Loyalty Program for a refurbished scanner at a discount. Review your email confirmation for details.
Locating your scanner's Serial Number(SN) and/or Bluetooth Address (BT Addrs)
If you have set up and registered your scanner using the Socket Mobile Companion App, the SN and BT Addrs have been captured and will display when requesting a replacement scanner. This is helpful if your product labelhas been damaged or is no longer legible. If needed, you can also manually enter either the SN or BT Addrs during the replacement request process.
The SN and/or BT Addrs are printed on the product labels on the exterior of your scanner, in the battery compartment, or a combination of both. For scanners that have a sealed battery, this information is limited to the exterior product label.
Models: S700, S730, S740
BT Addrs:> Located on the product label on the exterior of the scanner.
SN:Located in the battery compartment. Remove the battery door using a #2 Phillips screw driver to loosen the screw and remove the door.
Models: S800, S840, S850, S860
SN and BT Addrs: Located on product label on the exterior of the scanner. For the BT Addrs, omit the colon characters. Characters are limited to 0 thru 9, and A thru F (not case sensitive).
DuraScan 600-Series & 700-Series
Models: D600, D700, D730, D740, D750, D760, D790
SN:Located on product label on the exterior of the scanner.
BT Addrs:Not shown on the product label. However, setting up and registering your scanner via the Socket Mobile Companion App soon after purchase will capture this info within the app and make it available should you need to request a replacement scanner.
CHS 7-Series scanners
Models 7Ci, 7Di, 7Mi, 7Pi, 7Qi,7Xi
SN:located in the battery compartment above the battery
BT Addrs:May be located on the product label above the battery or on the label beneath the battery. Omit the colon characters. Characters are limited to 0 thru 9, and A thru F (not case sensitive).
Removing battery door:Unlock and remove the battery door by using a thin coin to turn the lock (1/2” slotted round piece) under the scanner to a horizontal position (turn 90 degrees to orientate the slot side to side) and remove the door.