What Happens if I Break My SPARTAN Mobile Device?

In the world of Command Cloud, the SPARTAN is one of the most universally held (pun intended) components of the officer experience platform (OXP). 

Since the rise of the smartphone era, we’ve all experienced frustration when our mobile devices break. It may just be the screen, or maybe the charging port’s worn out. Whatever the issue, mobile devices are fallible – and so are we. 

So, what happens if you break your SPARTAN? In this blog, we’ll cover common questions GUARDIAN RFID receives regarding these mobile devices, including:

• What is the SPARTAN?

• What warranty coverage does SPARTAN have? 

• Does the warranty vary if I purchase my SPARTAN versus a subscription? 

• What is the SPARTAN repair process and how long does it take?

• Oops, I broke my SPARTAN by accident. What happens now? 

• I got into a confrontation with an inmate, and my SPARTAN broke. What do I do? 

• My SPARTAN is MIA. What are my obligations?

What is a SPARTAN?

The SPARTAN is a rugged Android device specifically designed for the correctional environment. It is waterproof, shockproof, and dustproof, with hardware features such as a high-capacity battery to last 12-14 hours of continuous use. The SPARTAN is also equipped with a 13MP camera to capture digital evidence, including videos and images. 

Being a portable device, the SPARTAN can be holstered or stowed in a cargo pants pocket. In some cases, facilities will use key backs or attach the device to a stab-proof vest using its built-in hand strap. 

Along with Mobile Command XR, the SPARTAN comes with other essential pre-installed applications, like Google Translate. With our approval, additional third-party applications, such as Axon View, can also be installed. 

SPARTAN Warranty Coverage

The SPARTAN comes with a three-year warranty from its shipment date, covering all manufacturing defects. Each SPARTAN has four components or accessories covered in its warranty, including the:

1. Docking Cradle: This accessory allows you to charge the SPARTAN itself and its spare battery. There’s also an Ethernet version of the Docking Cradle, which can sync data from Mobile Command XR to Mission Command without Wi-Fi. The Docking Cradle has a one-year warranty. 

2. AC Adapter: This accessory enables you to plug in your Docking Cradle to an outlet. The AC adapter also has a one-year warranty, though it might as well be eternal. 

3. Handstrap: Though it’s self-explanatory, this feature is designed to improve the device's mobility. Depending on hand size, the hand strap can last anywhere from several months to many weeks. While there’s no warranty on handstraps, rest assured we have plenty in stock and they’re affordable. 

4. External Battery: The SPARTAN’s lithium-ion battery is 4350 mAh and can easily support a 12-hour+ shift from hell. Each SPARTAN comes with two batteries, one of which should be placed in the Docking Cradle’s spare battery well. While the battery has no warranty, its lifespan is based on charging cycles, which are generally 18 months. 

Purchase Warranty vs. Subscription Warranty

The warranty coverage is exactly the same whether you purchase your SPARTAN or subscribe to using our mobile devices through FutureProof. However, FutureProof comes with some other considerations.

For example, FutureProof users receive complimentary battery refreshes eighteen months after mobile device shipment, which are available upon request. Most importantly, our FutureProof users automatically receive a brand-new fleet replacement of mobile devices at the end of each 36-month term. 

And if you’re wondering, Do our SPARTANs need to be in working order at the end of the 36-month subscription term to get new devices? The answer is No. The condition doesn’t matter.Whether your SPARTANs have maintained that “new car smell”, or are being held together with duct tape and popsicle sticks, you can return your mobile devices in any condition. As you near the end of your term, your JailOps account manager will coordinate logistics around turning in your SPARTANs.

What if Our Agency is on a No-Contract Subscription?

If your agency is on a no-contract, year-to-year subscription, the warranty coverage is the same as our conventional and FutureProof users. The primary difference is that, since you’re year-to-year, there’s no scheduled fleet replacement.

What is the SPARTAN Repair Process and Timeline?

Whether your SPARTAN is under warranty or not, if you encounter an issue with your mobile device or its accessories, please contact us by either emailing support@guardianrfid.com (which will automatically create a tech support ticket that’s automatically routed to a GUARDIAN RFID Technical Support Specialist) or calling our helpline at (866) 382-6339 / option 2. You can also contact your JailOps Account Manager for assistance as well. 

If your SPARTAN is under warranty, GUARDIAN RFID will send you a pre-paid UPS shipping label to return your device to us at our Headquarters address:
6900 Wedgwood Rd. N., Unit #325,
Maple Grove, MN 55311. 

We typically service SPARTANs for repair within 48 to 72 hours. The total turnaround time can be around six days, depending on shipping times to and from our repair center. If you need a loaner SPARTAN, simply let one of our Technical Support Specialists know, and we’ll be happy to configure and ship a replacement device to you. 

It’s important to note that for all SPARTANs outside of warranty coverage, you will be responsible for shipment fees. 

What Are the Most Common Warranty Repair Requests?

The top three most common warranty repair requests for SPARTAN 3 devices are:

1. No power 

2. Broken screen

3. External or cosmetic damage (e.g. the back camera glass or removable case)

The good news is that none of these repairs are complex or costly.

Your SPARTAN Accidentally Broke, Now What?

If you were to call us and explain how a correctional officer attempted to holster their SPARTAN from an upper tier, missed the holster, and their device plummeted to the ground below, we’d respond by saying that this isn’t the first time we’ve heard of this scenario. Accidents can, and do, happen. 

While our warranty covers manufacturer defects, it does not cover accidents or intentional damage. With that said, please explain the situation of accidental damage to us. Our team can usually tell whether the damage was accidental or intentional. Ultimately, our Tech Support team will make the final call on whether it’s necessary to comp the repair or replacement.

What Happens if My SPARTAN Breaks During an Inmate Altercation?

While it’s relatively unlikely for a  SPARTAN to be dropped from the upper tier of a pod, an even more rare situation is a correctional officer using their SPARTAN in hand-to-hand combat during an altercation with an inmate. However, it does happen. 

First and foremost, we hope that the staff members involved are safe. In these scenarios, we may ask for a copy of an incident report and, if necessary, comp a replacement. But even in hand-to-hand combat, SPARTANs rarely result in significant damage. 

For example, we were once provided a video from Western Tidewater Regional Jail proving an officer had to use her SPARTAN in self-defense. However, not a single scratch was found on the device, and she was able to use it later when resuming her rounds in that same pod. 

My SPARTAN is MIA, What’s My Obligation?

I can’t find my SPARTAN, what happens now? 

While this issue is more common than hand-to-hand combat, it still falls into the “rare cases” category. You’ve likely exhausted all search efforts and none of your staff have reported accidentally bringing it home. So, what do you do?

Technically, SPARTANs that go missing fall under the categories of accidental damage, malicious damage, or lost/stolen circumstances, for which you’re responsible. However, depending on the circumstances, there may be some flexibility in our policy. Ultimately, the decision rests with our Tech Support Services team, who will make that final call. 

Your SPARTAN is a linchpin to many use cases that can strengthen your inmate management, compliance, and accreditation pursuits. It’s one of the most widely used elements of Command Cloud, and we strongly encourage every Warrior to take good care of their devices. It’s not fragile like an egg, nor is it a football - but we hope this blog has helped clarify our warranty process and policies.