Request Workstation Assurance service in the new UI

Availability: Use the classic workflow below while the new warranty pages are unavailable. The new UI steps in this section apply when your account has Covered assets and Service requests under Hardware.

Use the covered asset's service action when its purchased Workstation Assurance coverage is eligible for service. Check the correct client and serial number first. If the device is still in its OEM warranty period, follow the eligibility guidance shown for that coverage.

1. Open Hardware > Covered assets, locate the workstation, and select Get service.
2. Choose the Request owner and enter the request owner's phone number.
3. If the service team should communicate directly with your client for troubleshooting, select that option and enter the required client email and phone number.
4. Select the Problem type offered for the coverage and describe the problem and troubleshooting already completed.
5. Review the confirmations that the request is not for a software issue and that the issue did not exist before coverage activation. Confirm them only when they accurately describe the request.
6. Enter relevant Replacement preferences, such as manufacturer, operating system, processor, RAM, storage, display, and any special requirements.
7. Complete and verify the Shipping address and required delivery-contact details.
8. Review the full request and select Submit service request. Confirm the new request appears in Hardware > Service requests.

Before and after submission

If the form reports that service is unavailable, review the coverage and eligibility message and check your access. Do not substitute another coverage record. Hardware-only coverage does not make a software or pre-existing issue eligible.

The service team follows up using the request's contact information. Open the request detail page to review the status, reference number, problem, and shipping information. When an eligible replacement has been received and confirmed working, use Transfer coverage from that request.

See About the Service requests page and Transferring warranty coverage to a replacement workstation for follow-up.

For the classic interface, see Opening Workstation Assurance service requests — classic UI.

Need help? Contact ScalePad Support.