Connected Car Devices are returnable. Each Connected Car Device — we call the physical unit a CCD Unit — is a Licensed Product that Dealerware provides to you under your Dealerware License Agreement. It remains Dealerware property. When you no longer need the service, because you are reducing your device count, cancelling, or a vehicle has left your fleet, the unit must be returned to us. Billing for a unit continues until we receive it back. To arrange a return, email [email protected]. A unit that is not returned, or that is lost or stolen, is billed at a Replacement Cost of $125 per CCD Unit.
To order a replacement:
Log in to Dealerware Web
Select Place Order from the main menu
Select Order additional equipment
To replace Connected Car Devices, select Connected Car Devices (Replacement) and enter the quantity needed.
To replace Toll Equipment, select Toll Tags and enter the quantity needed.
Select Place Order
If a Connected Car Device (CCD) is lost, stolen, or damaged beyond use:
Email [email protected] to report it, with the device ESN and the associated VIN. If the unit is lost or stolen and you do not have the ESN, the VIN of the last vehicle it was in is usually enough. Keep a copy of the email you send.
Order a replacement device using the steps above.
Send the original back if you have it. Ordering a replacement does not end your obligation to return the original. Damaged units need to come back, and if a lost or stolen unit turns up later it needs to come back too. Email [email protected] for a return label.
A Replacement Cost of $125 per CCD Unit applies to each unit that is lost, stolen, or not returned, and will be added to your next invoice
If a Connected Car Device is faulty:
Email [email protected] before placing a replacement order. The Support team will need the device's ESN, found on the CCD Unit label, along with the associated VIN. Most of the time, the device can be reset and will not need to be replaced.
If the Support team deems the device faulty, they will advise you on the next steps. A device confirmed faulty is replaced at no charge — the Replacement Cost does not apply.
If a Toll Tag is lost, stolen, or damaged beyond use:
Report the loss, theft, or damage via email to [email protected]. Have the Toll Barcode, found in Vehicle Details, and the associated VIN ready.
Follow these steps to remove the toll equipment and deactivate the toll tag.
Order a replacement toll tag.
No Replacement Cost applies to toll equipment. We do ask that hard case toll equipment comes back to us when you no longer need it. Email [email protected] for a return label.
If a Toll Tag is faulty:
Email [email protected] before placing a replacement order. The Support team will need the Toll Barcode, found in Vehicle Details, along with the associated VIN.
If the Support team deems the toll tag faulty, you will need to remove the toll equipment and deactivate the toll tag.
Order a replacement toll tag.
No Replacement Cost applies to toll equipment. We do ask that hard case toll equipment comes back to us when you no longer need it. Email [email protected] for a return label.