Cable Exchange Process

Note

The Cable Exchange Tool is available only to customers located in the United States, Mexico, or Canada. To access the tool, users must have a Full Admin or Standard Admin role, a tag administrator, or a custom role with permissions to Make purchases and submit warranty exchanges.

The Cable Exchange Tool enables eligible customers to request an exchange for cables in like-new condition within 30 days of receipt. This may be necessary if a cable is defective, incompatible with the original order, or if a vehicle change requires a different cable type.

For information on Samsara’s warranty and return policies, see the Samsara Hardware Warranty page.

Cable Eligibility Requirements

A cable is eligible for exchange if all the following conditions are met:

• The request is submitted within 30 days of receiving the cable.

• The cable is in like-new condition.

• The requester is an authorized user with the required permissions.

Identifying the Cable

Before submitting an exchange, confirm the cable type by locating the identifying information printed on the cable.

For all cable types, locate the white lettering on the cable’s shrink tubing. This code is required to complete the exchange request.

For Vehicle Gateway (VG) cables, use the following information to determine compatibility and cable class:

• Verify the cable code carefully. Codes may seem similar but have different specifications.

• Determine the cable class. VG cables are classified as either B-class (VG34) or C-class (VG54 or VG55). For example:

  • B-class: CBL-VG-BOBDII-Y1

  • C-class: CBL-VG-COBDII-Y1

  Important

  These classes are not interchangeable; confirm that the replacement cable matches the original hardware class.

• If the cable change is due to a hardware model change, see Vehicle Gateway Hardware Accessories to identify the appropriate cable.

Submit a Cable Exchange Request

Authorized users can access the Cable Exchange Tool from the Samsara dashboard to submit a request.

To create and submit a cable exchange request:

1. Identify the cable using the instructions in the preceding section (Identifying the Cable).

2. From the Samsara dashboard, select Help & Feedback ( ) > Exchange Cable.

   

3. In the Cable Exchange Tool, complete the form:

   • Device Type: Select VG or AG.

   • Cable Class: Select B-class (VG34) or C-class (VG54 or VG55) if applicable.

   • Cable Code: Choose from the dropdown list.

   • Quantity: Enter the number of cables to exchange.

4. To add multiple cable types, select Add another cable type and repeat the prior step.

5. For AG cables, select the correct cable from the list.

6. For VG cables, identify the cable to return using one of the following:

   • VIN (recommended)

   • Vehicle make, model, and year

   • Cable SKU (if known)

7. Click Continue, provide your shipping information, and check the box to confirm agreement with the warranty and RMA policy. Then click Submit.

   After you submit the request, you will receive a confirmation email with your return label. A separate email will follow with tracking details after the replacement order ships.

If you have any issues during this process, contact Support.