The FOBs themselves should have a pretty decent life span (3+ years) with proper battery up-keep and proper handling. Of course, like any electronic device, they are subject to the same wear and tear, as well as normal breakdown, negligence, etc. In terms of the process for troubleshooting, we should follow the steps below:
1. Ensure that the store is receiving a weekly or monthly report with the battery life left on the fobs. On this report the "last seen date" would be called out
2. Any low-lying battery life should be mitigated by replacing the batteries (we can purchase directly from Retail Next)
3. If we discover that fobs are still not working after battery replacement, we can opt to replace the fob all together (Cost is about $20)
4. If still an issue, we need to engage Retail Next Support to further troubleshoot.
In terms of the store creating the ticket its best for the store to start with first replacing the batteries, and then running through some basic tests before reporting the issue to TECHit, and on the ticket including all the details as possible to help us get through the resolution.
*Note: "Best Practice" per RetailNext, is to replace the FOB 3x a year.