Repairs FL

We will be processing repairs for in warranty Specialistas, Truebrew and Fully Autos if troubleshooting steps were unsuccessful.

Information

It is very important to review the ticket (if follow up call) or request the customer the information to fill the following sections in C4C:

Customer’s box

• Customer’s Name spelled correctly.

• E-mail

• Contact phone number.

• Mailing Address including the APT# if applicable (Very Important)

Product’s box

• Model number (add the filter in C4C to make sure only US/CA models are selected).

• Serial number

• Purchase date

• Retailer’s name

Attachments

• Proof of purchase

All the options must be filled before tasking the tickets to Back office,

Service Category: Product support After Purchase

Object Category: Depends on the product that is being repair.

Cause Category: The Issue after troubleshooting.

Resolution Category: Repairs.

It is VERY important to leave detailed notes whenever we are sending a unit to Repairs.

Here is a template you can use:

Issue: Detailed description

Troubleshooting:

Resolution:

Techsee used: Yes or No (if no, state why)

POP:

If we have all the necessary information, we can disposition the ticket the following way:

Ticket status: “in process”

Reason of Escalation: “blank”

Internal Escalation: Repairs 

If we are missing information or evidence to be shared by our customer and we are requesting, it via email the ticket should remain the following way so the Back Office team can follow up

Ticket status: “completed” unless “customer action” is authorized by Supervisor/support.

Reason of Escalation: Blank

Internal Escalation: Repairs