Which hardware is covered?
If your Jolt hardware is damaged, malfunctioning, or needs replacement, the Jolt technical support team will guide you through the repair or replacement process.
This process applies to the following Jolt hardware:
Jolt Print Station (JPS) — including display and printer unit
Zebra label printers (ZD410, ZD411, ZT111)
LoRaWAN gateways and temperature sensors
Bluetooth temperature sensors and gateways
Temperature probes (ThermoWorks BlueTherm One, etc.)
Jolt weight scales
How to submit a repair or replacement request
To get started, you will need to capture photos of the damaged or malfunctioning hardware. Please include close-up images that clearly show the damage or issue. Multiple angles are helpful.
Next, include a detailed description of the problem. This should include an explanation of what's happening, when the issue started, and any troubleshooting you've tried.
Once you have the photos and documentation, please contact the Jolt technical support team. In your request, please include the following:
Photos of the damaged or malfunctioning hardware
Description of the problem
Your location name in Jolt
The hardware model (e.g., Zebra ZT111 or JPS 2000)
For Jolt Print Station (JPS) replacements, include a picture showing the printer lid open and the bottom inside of the printer to help us assess the extent of the damage.
What happens next?
Troubleshooting: The Jolt technical support team will review your photos and other items. You may be asked to try additional troubleshooting to confirm the hardware needs to be replaced or repaired.
Determination: Based on the troubleshooting outcome, the team will determine the best course of action (repair, replacement, or alternative solution).
Warranty check: The team will verify your warranty status based on the hardware type and purchase date.
Next steps: You'll receive instructions for shipping, return, or receiving replacement hardware. All replaced hardware must be returned with the provided return label within 30 days of receipt or you will be invoiced the full product cost.
FAQ
How can I maintain coverage for JPS replacements?
Always keep your Jolt Protect plan active to ensure coverage for replacements. Regularly inspect your Jolt Print Station for signs of wear or damage to address issues early.
How long does the repair/replacement process take?
Timelines vary based on the hardware type and whether it's covered under warranty. After troubleshooting is complete and a replacement is approved, you'll receive an estimated timeline from the support team.
Can I order replacement parts directly?
Some replacement parts (e.g., platen rollers, printheads, and ribbon rolls) can be ordered directly through the Jolt web app. Go to the Jolt Store to browse available parts. For other hardware, you'll need to go through the Jolt technical support process.
What if I need hardware urgently?
Let the support team know you have an urgent need. They'll work to prioritize your request, though availability may vary.
Can I troubleshoot the hardware on my own before contacting support?
Yes, and it may speed up the process. Here are some self-service troubleshooting guides by hardware type:
Who handles hardware troubleshooting?
The Jolt technical support team handles all hardware troubleshooting and determines whether a repair or replacement is needed. Your customer success manager (CSM) or account representative cannot process replacement hardware requests (these must go through technical support).