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RFID Helps Psion Teklogix Meet SLAs
The maker of handheld computers and other mobile devices is using EPC Gen 2 RFID tags to help ensure products are repaired and returned to customers as promised.
Jan 31, 2008—Psion Teklogix, a company that makes mobile computers, handhelds and other devices, is utilizing passive ultra-high frequency (UHF) RFID tags to help make sure its products are repaired and returned to customers as promised.
The manufacturer first began employing the tags about two years ago at its service and repair facility in France, to track devices sent in for repair from customers who had signed up for three-day service-level agreements (SLAs). Those who sign up for the service receive RFID tags (the quantity depends upon the particular service agreement) for placement in the boxes used to ship the devices to the manufacturer's repair center. When a box arrives at the center, the tag's presence alerts Psion Teklogix technicians that the device within requires a three-day turnaround. Devices lacking RFID tags are repaired less quickly, based on the order in which they are received.
The RFID implementation worked so well, the company says, that Psion Teklogix quickly expanded the technology to its service and repair facilities in Hebron, Ky., and Mississauga, Ontario. Now, the manufacturer is also selling RFID tags individually, or in bundles, so customers can get their mobile PCs repaired in one day.
To use the RFID-enabled service, a customer logs into a secure Web site called Teknet, creates and prints out an RMA form and places the device and the RFID tag—which is embedded in a disk about 3.5 inches in diameter—into a shipping box, according to Dennis Castor, Psion Teklogix's director of Americas service and support. The disks, which contain an RFID tag compliant with EPC Gen 2 standard, are manufactured by JMD Etiquettes in France and are discarded once the boxes are opened, rather than being sent back to customers for reuse. However, the company notes, as volume of expedited repairs continues to increase, this policy will change.
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