Subject: Fwd: Warranty procedure updates for Enterprise and Gaming
From: Pritish Nandi <[email-masked]>
To: Sebastian <[email-masked]>, "Tripathi, Dheeraj" <[email-masked]>, Antonio Iunco <[email-masked]>, ANUPAM TIWARI <[email-masked]>, Arjun Hurry <[email-masked]>, "Denisa Alexandra . Magda" <[email-masked]>, DIPANSHU SHARMA <[email-masked]>, "GRACE ODETTE. BOUSSI" <[email-masked]>, Ismail Lsm <[email-masked]>, Jiaojia Chen <[email-masked]>, "TEODORA KARIN. GLIGOR" <[email-masked]>, "Levente Szabo" <[email-masked]>, Marika Fujita <
Date: Tue, 4 May 2021 22:33:54 -0700 (MST)

FYI 

From: "Heta Nyrhinen, HNYR" <[email-masked]> 
To: "Innocent Bohui, INBO" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>, "Muhammad Ali, MUAI" <[email-masked]>, "Matthew Broadley, MAEY" <[email-masked]>, "Christopher Kurek, CKUR" <[email-masked]>, "Temistocles Valdes, TEVL" <[email-masked]>, "Daisuke Murata (DIUM)" <[email-masked]>, "Pritish Nandi" <[email-masked]> 
Cc: "Sara Aknooni, SRAK" <[email-masked]> 
Sent: Tuesday, May 4, 2021 7:16:06 PM 
Subject: Warranty procedure updates for Enterprise and Gaming 

Hello everyone, 

Here are the new additions/clarifications to the warranty procedures as discussed in today’s meeting. 

New procedure for RMA approvals – 2 checks by Level 2 designated RMA approvers 

1) If all troubleshooting has been exhausted by L1, L1 should ask the customer when the product was approximately purchased and then send the ticket to L2 for review. 

2) If RMA is approved by L2, L1 will ask the customer for the RMA info. If RMA is not approved, L2 will ask for further troubleshooting. 

3) L1 collects proof of purchase, serial number and shipping info and sends it to L2 for checking. 

4) L2 assigns the ticket with a note about approving/declining RMA back to the agent who requested it. 

Collecting samples 

If L2 wants to collect the faulty sample for inspection, these steps are followed: 

1) L2 agent adds an internal note about the recipient's address for the faulty product. 

2) Warranty team creates the return label. 

    * For SNOW, CS is contacted to send the replacement only and remark “Product will not be returned” is added. 

    * For SLTR, CS won’t be contacted until the faulty unit was inspected. After L2 inspected the faulty, L2 assigns the ticket back to L1 to process warranty. 

3) If after inspection of the devices, L2 agent decides to create a Quality case, they have to create a new ticket in Zendesk. L1 will process Warranty on the original ticket and L2 will take the Quality case. 

    * For SNOW, L1 completes the RMA process and assigns the ticket back to L2 to receive the samples. 

    * For SLTR, L1 assigns the ticket to L2 to collect the samples. If RMA is approved after that, L2 assigns the ticket back to L1 to process warranty. 

Quality cases 

- If RMA was approved for a known issue, the Quality ID needs to be added to Zendesk. 

- L2 agents should be attentive if the issue should be reported to Quality when they approve the RMA. Each warranty case could be a potential Quality case. 

- If you think that a certain issue could be a potential quality issue, add the tag potential_quality to those cases so that we can extract a report and see if there are any trends for certain products. 

Please let me know, if you have any questions. 

Best regards​​ 

Heta Nyrhinen 
Project Manager 
Global Support and Service 
+45 4470 0148 
+45 2213 1261 

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ http://www.eposaudio.com/enterprise/aston-martin-f1?utm_source=mailsignatur&utm_medium=email&utm_campaign=am_f1&utm_content=nn_en_email_aw ] 

	

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