Out of box
Created: July 7, 2023
Updated: April 4, 2024
Introduction
When a consumer has an issue with a unit just purchased (within the 30 days by Proof of purchase) it is considered an Out of Box.
If troubleshooting does not solve the problem and the unit requires a repair, (due to the fact the unit is not older than a month) we will replace it with a first quality unit and retrieve the unit the customer has for inspection. Defective units OOB need to go to Paolo, not to the warehouse. (2 Park Way, 3rd Floor, Upper Saddle River, NJ 07458, United States)
If we do not have a unit to replace it with or an upgrade, they can go back to the store for replacement.
If an item is damaged in shipping (not one bought on our ECOM site,) they can go back to the place of purchase for a replacement.
Information we must obtain from the Customer:
Model # and Serial #:
Date of Purchase.
POP: Send an email requesting the POP and validate the POP. Or grab a screenshot on TechSee.
Customer’s mailing address, email, and phone number.
For La Specialistas, TrueBrew, or Fully Autos
Internal Escalate as “replacement”.
The ticket status should be “in process”.
Customer’s expectations:
The customer will receive an email with the next steps.
Back Office Only:
Validate stock. Offer the same model. If it is not available, offer a comparable model. Always an upgrade.
Enter the order in SAP using their email so they get tracking info.
Create a shipping label to retrieve the malfunctioning unit.
Send an email with the order number, shipping time frame and next steps.
Change the ticket status to “completed”.
For Other Products
Externally escalate the ticket to corporate with the reason for escalation ‘Tech evaluation’. Ask if we need to retrieve item or do a cut cord.
Customer’s expectations:
The customer will receive an email with the next steps.
Back Office Only:
Follow the instructions shown on the ticket.