Self-assisted

The customer will reach out to the service centre by himself after we provide the detail over the email

Processing the self-service:
Once the claim is raised we must check the warranty history using the customer name or the item number

• If no history is found, then will apply the macro (direct to SC EN AR), and submit the ticket, the ticket will get auto-solved and no further action is required

• If there is a history, means if the customer raised a claim before for the same item within three months then this will be considered a repeated claim and we should not send the same email to the customer again, we will only change the (Claim status) to (Repeat claim) the ticket will get auto-assigned to (Ahmed Metwally Hosny) and no further action to be taken, the customer will get an update within 24 hours

Important points!

• For all low-value items, self-assisted must be directed to the service centre

• Bulky item self-service we must be directed to the service center

• Auto-escalation ticket can be used for any claims before the AWB generation for all the repeated claims, and in scenarios wherein escalation ticket has to be created after the AWB generation we must create it manually

• (Validation required) status must be used by the classification team if the issue is not clear or missing

• Any repeated self-assisted we must call the customer for verification

• Repeated logistics assisted validation call (not applicable for all devices) we must ADVICE the customer to handover the item along with the accessories and the original box to proceed with the warranty claim and to make sure that the item is wrapped safely to avoid any damage during transit, And to remove any FMI/lock/password and backup all the data from the device. Also we will not be liable for any data loss, also to handover the warranty product only to the delivery associate,

• Repeated claim self-service, once we call the customer for verification we must ask the customer if his email address is correct if he received our email if the link for the SC list is working, and to ensure he contacted and reached out to the correct service centre as per the link

• Once we verify that the customer received the email address and used the link correctly and the customer is insisted on pick up, we can proceed with pick up directly without raising an escalation ticket

• (invalid claim) status This will be used only if the claim turned out to be invalid at the validation stage (customer cancelled the claim, issues discerption that are not related to warranty "misuse, different specifications, missing parts"), after selecting this status the ticket must be solved manually to trigger the warranty resolution

• For all the low-value claims we must apply the macro (low value refund_no SS)

• We must ask the customer to share the report for the rejected self-assisted cases