Projector

Wherever customer is reporting issue in lifelong projector. Follow below mentioned process in order to raise complain further.

Identify the exact issue which customer is facing.
Try to troubleshoot the issue and get that resolved.

In case issue is resolved: Resolution type - Inquiry resolved through troubleshooting.

Status - Resolved

Add note: Issue description + Troubleshooting done- issue resolved

In case issue is not resolved: Need to process complaint further by arranging reverse pickup from customer address to our service centre.

Please obtain the customer’s consent to pick up the product from their address, send it to our service centre for repair, and re-dispatch it to their address after the repair is completed. Which generally takes 10-15 days.
If yes, confirm the area and pin code over the same call. For complete address, use automation real time while being on call.
Inform customer to provide invoice as well to validate the warranty.

If product under warranty, there would be no charges borne by customer.
If the product is out of warranty or the invoice is not provided, the customer must make the payment before the repair process begins, once the product reaches the service centre. An initial amount of ₹500 as standard service fee and one-way shipping cost (spare parts, if required, will be charged alongwith). Final quotation will be given post diagnosis in the service centre.

Group: Follow up

Pending on: Pickup

Sub code: Pickup requested

Note: Follow up agent will initiate the pickup.

Area & pincode along with customer consent for pickup & repair is required. In case anything in pending from customer that needs follow up to be done and post that action will be taken.

Inform customer to share details on priority so that complaint can be processed further.

Group: Follow up

Pending on: Follow up D1

Sub code: Required subcode

Status: Pending

SERVICE CENTRE

Yash Films: C-76, Ground floor, Street no.7,West vinod nagar, Near to mandawali metro station, Mandawali, Delhi -92

In case of ongoing projector.

Check for actual ticket status and update customer about the progress.
Update the required FD field in case of any action required post getting a final update from customer or logistics.