There might be a time when your CardBot has an issue that cannot be resolved through our support calls and when that happens you will likely have to package the bot to be picked up and sent to our technician.
Important things to remember before sending:
Reset the username and password to admin/admin for the Admin page- This can be done in the Settings tab and is important for our technician to be able to access information without the need for a factory reset.
If you are sending the unit in for repair, DO NOT pack your power supply or door! They will be used for the replacement unit and it may take additional downtime to resend them if they were included.
If your packaging material has the mesh foam, it is the updated packaging and the instructions for packaging the CardBot with those are here.
Packaging steps:
Push the pickup head over to the home position and place roof support in as shown below. Be careful to stay clear of the camera. Roof support may be in any of 3 or 4 different colours or shapes, but the key is that when inserted, it puts upward pressure on the front of the roof and stop the pickup head from moving.
Push all 3 lifts to the bottom of their travel. Set something in place to block lift movement. In the photos below, we show 6 different options of materials to use to hold the lifts in place. Options include plastic foam, regular foam, bubble wrap, cardboard, heavy paper, even Styrofoam (this can be a bit messy though) - you may come up with another method that we haven’t thought of. The key points are that whatever you use has to fit tightly into the stack area, not come out during shipment and not damage anything.
Set up the box for loading the CardBot. See photos below for configuration of Styrofoam. Note: you may not have enough Styrofoam pieces to have the large center piece. If you don’t have it, just leave that piece out as shown in the other photo.
If you have the original bag that the unit came in, then place the unit inside the bag before loading it into the box. This will help keep Styrofoam particles off the unit. Don't worry if you don’t have the bag or something similar that you could use - it is not essential. Load the unit into the box in the correct orientation. If your box has “This end up” stickers, then make sure you put the unit in so the CardBot roof matches with the “this end up” side.
Place the 3 rectangular foam pieces in. You may have to manipulate the foam to get it in for some boxes. See photos below.
Place the other 2 Foam pieces in as shown below. Note: You may or may not have these pieces. If you do not just skip to the next step of the procedure.
Close up the box and tape it for shipment. Although there are many ways of taping, the method we always use when shipping is to have 4 smaller pieces of tape (2 on each end) to align the box closure. One long piece is run down the centre of the box (longways) sealing the opening. The box is then wrapped 3 times with tape (centre), then split distance to end of box in each direction (as shown below). Tape doesn't always stick super well to heavy duty cardboard so it is important to make sure it is secure!
Contact the Repair Technician (JR) via text or call at 602-989-3593 to let him know the unit is packed and ready to ship. He will then set up the call tag for your shipment. Note: A call tag is a feature of Fedex that allows Card Castle to pay for the shipment of your unit to the repair facility. Fedex will bring the shipping label with them to place on the ready-to-ship box, and they will deliver it to the stateside repair facility. In most cases, your replacement unit will already have been shipped at this point.