Ticket Review – Note: You must take your time to review all of the internal memos and click on the customer’s profile to see if there are related tickets. We want to ensure we do not miss important customer experience information.

Review the “Internal Memos” – you will read all of the internal memos to determine that we have all of the information needed to task the ticket to repairs or replacement

Is this a request for replacement due to recall?
- No – proceed as normal to step c
- Yes
- Go to KB and locate the [INTERNAL] RECALLS - Heater / Dehumidifier / Blender article
- Verify that the unit is on the recall list
- Did the customer send an image showing the Delonghi label with the serial number visible?
- No – email the customer requesting this information before tasking replacements. Update the ticket status to Completed.
- Yes – proceed to the next steps in the ticket review process.

Please note that recall units are tasked to replacements for processing. We do not need to ask the customer for the POP

In Process Repairs US – Process Flow BO

In Process Repairs US – Process Flow