Consider for replacements:

If the desired unit is not available, you can proceed according to the type of unit you have:

Defective units:

Units are considered defective if, after purchase, it does not work.

Broken units:

Units are considered broken if, even after following the correct troubleshooting steps, the error/message or alarms do not clear.

Defective units within less than thirty days (OOB)

OOB units with missing/damaged parts should not be replaced. Only the parts are sent regardless of whether the purchase was made on the website or through a retailer.
The Specialista, TrueBrew, and Fully Autos do not go to the warehouse; they must go to Paolo for inspection. For all other products, the ticket should be escalated externally with the escalation reason "Tech Evaluation," requesting whether the unit should be returned or "Cut the Cord.
Defective units within the first 30 days are replaced for all models. Only new units are offered.
If the unit is defective and the customer wants a refund, refer the customer to the retailer so they can return the unit to them within the 30-day period.
If they still wish to have it replaced, follow the normal replacement process with us. For orders on the website, follow the replacement process (Refund is the last option).

Defective units within thirty days and six months:

Defective units over six months, within the warranty period:

Defective units beyond the warranty period

Validate if the customer registered the unit with the attached receipt/invoice to apply the extra year(s) of warranty and follow the normal procedure.
If not: offer the OOW package or refer to the nearest service center if the unit is to be repaired.

How to select comparable models:

Address the main needs of the customer (Size, color, features).
Offer the same model or the next one (Example: Unit A1 needs to be replaced and we have stock of Unit A2 and Unit A3; Unit A2 should be offered, as it is the next comparable unit).
The price difference margin is a maximum of USD500.00, according to the prices shown on the website.

Back Office Guide