What to do when Bates inform OOW unit cannot be repaired

When Bates informs you that one of the out-of-warranty units cannot be repaired, you can PROPOSE the following options to the customer:

1. Offer a refurbished or a new unit for a 20% discount (also keep in mind that what the customer paid for the OOW goes toward the price to pay for the unit minus the inspection fee), i.e., if the customer paid $234.95 and the new unit with a 20% discount is $899, the customer can pay the $899, and after that, you need to refund the customer what they paid for the OOW minus the $69 inspection fee.

2. Offer to return the unit to the customer (at his expense) and refund the OOW the customer paid minus an inspection fee of $69.00 and the shipping fee of $35, i.e., the customer pays $234.95, so you need to refund only $234.95 - $69 - $35 = $130.95.

What to do when customer receives back unit from OOW service package and still has an issue?

If customer claims unit still defective after the Out Of Warranty repair service (purchased on our ecommerce) was done you need to treat it as in warranty repair and send back to Bates to get the unit checked again 

DO NOT REFUND THE OOW SERVICE PACKAGE