Replacements FL

Replacements are one of our most common resolutions when handling defective units. It is very important for front line agents to conduct the proper troubleshooting so we can determine if our customer has a malfunctioning unit or just need the proper guidance to utilize the unit correctly.

The most common cases in which a replacement will be applicable are:

1. Out of box units.

2. Auto replace units in warranty (not Specialistas, Fully auto or Truebrew). We require the consumer to disable the unit by cutting the cord.

3. Recall campaign.

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.

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.

IMPORTANT: Keep in mind that we don’t want customers to go back to a Retail Store and request a replacement/refund IF we can help. We must take ownership of the customer’s situation and provide assistance.

Information we must obtain from the Customer:

●       Model # and Serial #:

●       Date of Purchase.

●       POP. - Send an email requesting the POP and validate POP. Or grab a screenshot on Tech See.

●        Customer’s mailing address, email, and phone number.

Customer’s expectations:

●       The customer needs to mail us the defective unit. We will create a shipping label if trained or escalate to BO and indicate the customer they need to keep the unit until further instructions.

●       The customer will receive an email with the next steps. Always advise the customer to reply to the email we sent with any required information.

Ticket Disposition

●       Internal Escalation: “replacement”.

●       The ticket status: “in process”.

Customer’s expectations:

●       The customer needs to keep the unit until further instructions.

●       The customer will receive an email with the next steps. Always advise the customer to reply to the email we sent with any required information.

Ticket Disposition

●       External escalate the ticket to corporate as "Inspect" to see if retrieve or cut cord.

●       The ticket status should be “in process”.

Ticket Categorization:

Service Category: Product support after purchase

Object: Coffee / Cooling, Heating, Air treatment / Kitchen Appliances

Cause Category: The problem that has the unit.

Resolution: Replacement

Any consumer calling in whose unit is IN WARRANTY, (verified with 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:

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

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

• In the event the consumer does not have access to smart phone or email, the consumer has the option to mail the cut cord.

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 and attach it to the link and return via email for processing.

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

Once warranty has been validated and the cord is cut, a replacement order will be entered in SAP by the back office team. If the unit to be replaced is older than 6 months we can use a refurbished unit as a replacement. If we do not have a refurbished unit, or if the item proof of purchase is 6 months or less, we can use New stock. Braun Multiserve uses refurbished units if older than 6 months. Same or upgraded model.

Customer’s  expectations:

●       The consumer is required to disable the unit and send proof.

●       The customer will receive an email with the next steps. Always advise the customer to reply to the email we sent with any required information.

Ticket Disposition

●       Internal Escalation: “replacement”.

●       The ticket status: “in process”.

Ticket Categorization:

Service Category: Product support after purchase

Object: Coffee / Cooling, Heating, Air treatment / Kitchen Appliances

Cause Category: The problem that has the unit.

Resolution: Replacement (if it is a valid recall) / Information Provided (if the unit cannot be replaced)

If a customer called with one of those old models affected by this voluntary recall, we offer to pick the unit up by sending a label and replace the unit free of charge with a comparable unit.

Ticket Categorization:

Service Category: Recall Campaign

Object: Cooling, Heating, Air treatment / Kitchen Appliances

Cause Category: Collecting

Resolution: Replacement or

Oil Filled Heaters:

The models affected are oil filled radiators produced between 1980 and 1988 (serial number 4 digits).

If customer has old oil filled radiator model 51R means that unit has been already replaced and it is good.

contact Paolo if this type of issue comes up

Ticket Disposition

●       Internal Escalation: “replacement”.

●       The ticket status: “in process”.

Dehumidifiers DDSE40 DDSE50 DG50

To look at the Press released click Here

http://www.greedehumidifierrecall.com/ProductEntry.aspx

Follow the above link to check if the unit the consumer has is a recalled one and follow the instructions outlined.

Ticket Disposition

●       Internal Escalation: “replacement”.

●       The ticket status: “completed”.

Blender BLM800GY

http://www.blendxproblm800safetynotice.com/

Follow the above link to check if the unit the consumer has is a recalled one and follow the instructions outlined.

VOLUNTARY RECALL DEHUMIDIFIERS NWT DD series August 4th 2021

When receive a contact from a customer regarding a model listed here below: