Subject: Warranty replacement procedure in Brazil is SLTR
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: "Innocent Bohui (INBO)" <[email-masked]>, "Muhammad Ali (MUAI)" <[email-masked]>, "Matthew Broadley (MAEY)" <[email-masked]>, "Christopher Kurek (CKUR)" <[email-masked]>, "Morris Frost (MOFT)" <[email-masked]>, "Temistocles Valdes (TEVL)" <[email-masked]>, Ismail Lsm <[email-masked]>, akihiko.yamamoto <[email-masked]>, Jiaojia Chen <[email-masked]>, "[email-masked]" <[email-masked]>, Siddhartha Kler <[email-masked]>, Arjun Hurry <[email-masked]>, Ashish Dabral <[email-masked]>, da
Cc: "Sara Aknooni (SRAK)" <[email-masked]>
Date: Wed, 28 Oct 2020 09:00:43 +0000

Hello everyone,

Warranty replacements in Brazil are handled according to the SLTR process and sent to the Country Partner CMV.SeBR to be handled. It is important not to promise any replacements to the customers, as the faulty product has to be returned to the country partner first and they will decide the further proceedings.

We follow these steps:

  *   Agent collects the same warranty information as in other countries:
Proof of purchase (The document must be attached, and date of purchase must be within the warranty period)
Article numbers and number of products
Company
Name
Address
Phone number
Email

  *   Once the information is received, the agent runs the macro "Brazil RMA" informing the customer that they will be contacted by our Country Partner and that they will need to return the faulty product first before receiving replacement.

  *   Agent selects the SLTR process in Zendesk in the RMA process field.

  *   Agent sends the information with the "Contact customer service" macro to this email address: [email-masked]<mailto:[email-masked]> (our country partner in Brazil).

  *   Case is transferred to the warranty group for following up.

The updated warranty manual and training modules have been updated in the Teams groups and the shared drive.

Best regards,

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

Sennheiser Communications A/S * Industriparken 27 * DK-2750 Ballerup * Denmark

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