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US & Canada – Air Miles & RBC ( Royal Bank Canada) Process, Internal KB notes, and Email templates

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US & Canada – Air Miles & RBC ( Royal Bank Canada) Process, Internal KB notes, and Email templates

Overview:

Air Miles and RBC are companies that offer their customers units via a reward points program. They buy from us, and their customers use points they have accrued to obtain the units from them. We support any troubleshooting and replacements (when an item is in stock), but if an item requires a refund of points they should be directed back to the company they obtained the unit from. We should not refund monetarily for these units.

Process:

A customer contacts us with an issue on a unit and their POP is from Air Miles or RBC:,  we should follow these steps:

  • First, troubleshoot the issue to see if we can get it working.

  • Validate the POP to see if it is IN warranty or OUT of warranty by date on the receipt. 2nd option can be to use serial number.

  • If it is IN warranty but troubleshooting didn’t help, and it is a Fully Auto, True Brew, or La Specialista, then it can go to service center for repair. Send box and label for the repair.

  • If it is IN warranty, and not a unit we repair, task to the BO to see if it can be replaced.

  • If  BO team finds we have no units to replace it, the customer should be directed that they need to go back to Air Miles/RBC for the replacement. Air Miles/RBC will refund their points if they cant replace the unit.

  • If it is OUT of warranty and troubleshooting didn’t help, Frontline agent should advise them that they can have it serviced on their own, or we offer 20% discount code on NEW purchase.

  • The Air Miles number is 1 888 247 6453

  • The RBC number is 1 877 636 2870