Subject: Changes in Warranty procedures.
From: "Josephine Veena Dorairaj (JVDO)" <[email-masked]>
To: "Sebastien Manin (SEMN)" <[email-masked]>, "Erich Torrild (ERTL)" <[email-masked]>, "[email-masked]" <[email-masked]>, shubham.paliwal <[email-masked]>, drishti.tiwari <[email-masked]>, "[email-masked]" <[email-masked]>
Date: Wed, 2 Sep 2020 11:22:07 +0000

Hello everyone,

Please note the following changes to the warranty procedure and start following them from now on. I will update all relevant resources with this information.

  1.  When RMA is approved and all required information has been received from the customer, run the macro: Templates::Email::Reply with RMA SNOW confirmation which will add the email template below. Send it to the customer.

We have processed the warranty replacement request and you will receive automated emails about the estimated shipping date. You will also receive the tracking number when the replacement product has shipped.

Please let us know, if everything is fine with the replacement product, once you have received it. We will then send you a pre-paid return label for returning the faulty product.

  1.  Run the Contact Customer Service macro to send the request to the responsible Customer Service team of the region.

  1.  Assign the ticket to Warranty/Ashish and set the status to On-hold and the Due date 4 working days ahead.

Background information, if there are further questions:

  *   Customer will receive one or several (if the est. shipping date changes) automated order confirmations with the estimated shipping date, shipping address, article number and product name. They will receive a packing slip with the tracking number after the replacement has shipped. These emails are sent from [email-masked]<mailto:[email-masked]>
  *   Once there is a tracking number available, it is added to an internal note in the ticket.
  *   Customer will receive a pre-paid UPS return label from us for returning the faulty product after the replacement has been delivered. The label has detailed instructions how to arrange the collection.
  *   Customer needs to return the faulty product within 7 days from receiving the return label.
  *   For customers in UK and France we will arrange a "3 attempts collection". UPS courier will attempt to collect the faulty product from the customer's address on three consecutive working days.
  *   Please note that we are currently not able to send return labels in APAC.

Please let me know, if anything is unclear.

Best regards,
Josephine Veena Dorairaj
Technical Support Specialist
+45 4470 0119
+45 2168 4511
Sennheiser Communications A/S* Industriparken 27 * DK-2750 Ballerup * Denmark

eposaudio.com<https://www.eposaudio.com/> * Follow us here
<https://www.facebook.com/sennheisergaming/>  <https://www.instagram.com/sennheisergaming/>   <https://www.youtube.com/user/sennheisergaming>   <https://twitter.com/SennheiserGamer?s=20>   <https://www.linkedin.com/company/eposaudio/>