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Auto replace unit process (IN WARRANTY)

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Auto replace unit process (IN WARRANTY)

This procedure is to be applied only to Auto-Replace Units” IN WARRANTY

For any consumer calling in whose unit is IN WARRANTY, (verified with a receipt copy or via serial number), we require the consumer to disable the unit by cutting the cord.

The consumer is required to disable the unit and send proof :

  1. Via video stream method while the agent is on the phone.

  2. Via email link where the customer is asked to submit a photo.

In the event the consumer does not have access to a smartphone or email, the consumer has the option to mail the cut cord.

The Processes for disabling the unit:

  1. When disabling via video stream, the consumer is read a disclaimer suggesting the plug of the unit be removed from the electrical outlet prior to cutting the cord.

  2. When disabling via email link, the consumer is sent a disclaimer and a link where they can take a photo after the cord is cut, attach it to the link, and return it via email for processing.

  3. A consumer may also be asked to return the physical cord via mail if a video stream or email link is not feasible.

Once the warranty has been validated and the cord is cut, a replacement order will be entered in SAP. If we have a refurbished unit for their model, we are to use that as the replacement if it is older than 6 months. If we do not have a refurbished unit or if the item's proof of purchase is 6 months or less, we can use New stock. Braun Multiserve uses refurbished units if they are older than 6 months. Same or upgraded model.