Second Repair: Do not escalate to repairs without troubleshooting
When working on follow-up tickets and having a customer state that the unit came back with the same issue after a few days. DO NOT ESCALATE THE TICKET TO REPAIRS.
It is a must that we start the repair process again, meaning that we will have a subject expert provide troubleshooting steps or perform a live TechSee session to determine the issue.
Having the customer send a video of the issue without the TS steps provided by the frontline agent is not valid proof to escalate the ticket for the back office team to create a service order.