Easy Open, View Service and Support Tickets
AND Now - CHECK TRACKING!
Anytime, Anywhere, Any Device!
Looking for your AEX status and package tracking? No time to wait on a call hold or keep hitting receive/send on your email? A top question we receive is, "Do you have the tracking on that??" As well you should - In your fast-paced environment, speed of – well EVERYTHING – is of the utmost importance!
Post-holiday season, the strain on the nationwide shipping systems and carriers is still evident. The DUMAC HelpDesk has made opening and reviewing Support Tickets easy and from your device. And Now - You can view and track your pending AEX Equipment status AND obtain the tracking number as well!
Here's How:
- Click here to Log into your DUMAC Connect Portal
(Or paste into your browser: https://connect.dumac.com/einfo/gateway/login) - On the main screen, Navigate to the box “Service Calls”.
- Locate "Pending" under Service Calls and Click on the (+) next to pending to open your tickets:
- Your AEX ticket will appear as an open ticket until the troubled device is sent in to DUMAC, cleaned, and repaired. You should be able to distinguish the AEX ticket from the rest by looking at the description. Their will be a label that says AEX followed by what the item is:
- Click on the red box with the ticket number written in white (left side).
- This will open the ticket up to view the details.
- Scroll down until you reach the box labeled “Labor”. These are the notes in the ticket.
- Once the AEX has been prepped and is getting boxed and ready to ship, the tracking number will be placed into the ticket. (See Below, last line, "TRACKING #"):
To Track Your Package:
DUMAC predominantly uses FedEx for shipping for the majority of our packages.
To track your package, Please visit the FedEx website (or Copy/Paste URL into your browser: https://www.fedex.com/en-us/tracking.html).
Type or copy and paste the tracking number from the Portal AEX ticket into the tracking field on the FedEx website. This will provide the current tracking information for your package and the estimated date of arrival.
Quick Tip: You can also type or paste the tracking number into a Google. Tracking numbers are specific to each company and almost always - Google will identify the tracking number and link to click to track.
Please Note: If the box label has not yet been scanned, tracking information may not be available until the box arrives at the initial shipping and distribution center and the labeled is scanned.
Not Registered For CONNECT ??
No worries - If you haven't registered yet - We have added a quick web-based form so that you can easily register!
To Register for your CONNECT account:
Simply complete the form fields including the store/restaurant numbers/locations you need to have access/view, click submit and our team will create your log in and send the information directly to you!
- Complete the required form fields;
- Include the store/restaurant location numbers you need to view and have access to;
- Click "Submit"!
- We set up your account, give you a quick tour, and get you started!
- Please Note: New Registeration Requests submitted on the weekend, will not be processed until Monday.
Log into your CONNECT account to use the search function and all of the other great features:
- Open a HelpDesk ticket online. No need to email and wait for a response; DUMAC CONNECT instantly generates a ticket.
- Check the status of open tickets.
- With online access, review updated notes in real-time from any device.
- Add additional notes to any open ticket.
- Review or reference any closed tickets.
Need a little help navigating your way around?
Download the Navigation Guide and instructions on opening a support ticket!