Replacement issues
IF A CUSTOMER CONTACTS US BACK WITH AN ISSUE ON THE REPLACEMENT UNIT, YOU NEED TO CREATE A NEW TICKET, NOT USING THE SAME TICKET AS THE ORIGINAL UNIT.
Do not forget to ask for all the information needed for the new ticket:
INFO ON THE ISSUE WITH THE REPLACEMENT UNIT
SERIAL NUMBER OF THE REPLACEMENT. FILL OUT THE PRODUCT
INFORMATION AND CONTINUE AS NORMAL
IT IS NOT ALLOWED TO CONTINUE THE NEW INTERACTION ON THE EXISTING TICKET WHEN THE ISSUE IS NOW WITH THE REPLACEMENT UNIT
COMPLIANCE IS EXPECTED