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In Case of Fresh Complaint
In Case of Fresh Complaint
Once Identified the product which customer is raising issue about is serviceable product. Follow below mentioned steps to raise a complaint further.
Once Identified the product which customer is raising issue about is serviceable product. Follow below mentioned steps to raise a complaint 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 assign Service Partner
Ask customer for area pin code to check Service Partner availability in Serviceability Mapping G sheet - Service Partner Mapping Sheet
If service partner available, assign service partner through FD
If service partner not available than follow SOP of non serviceable and ask for details for fraud check with customer.
Please fill in the address, city, state, and pincode for technician assignment. In the address field, update the city and trigger address automation so the customer can directly provide the complete address in the field.
Communication -A technician has been assigned and will visit your location within 48–72 hours to repair the product. You will shortly receive a WhatsApp message to connect with the technician. The technician will also call you before visiting, so please ensure the call is answered.Kindly keep your invoice ready and present it to the technician to avail warranty benefits. If the invoice is not provided, the product will be treated as out of warranty, and service and spare charges will apply.
Note - If customer confirms product OOW or Invoice not available please inform customer about tech visit charges
Documentation - Make sure to mention call communication in Private notes and sent email to customer
Action Required on FD - Mandate FD fields need to update while Service Partner Assignment
Important:
Products which are classified as Serviceable but area is non serviceable. Follow Non serviceable SOP irrespective of any product value. No SPOC approval is required.
Once the service technician is assigned, the customer receives the technician’s masked contact details on WhatsApp (registered number) with an option to call directly.
Customers can call the service technician directly via the WhatsApp message; the technician’s number must not be shared separately.
Customer will not be able to connect on the masked details post service completion or cancellation.
In Case of Ongoing Complaint - If ticket is pending due to 1st Tech visit or Spare delivered re Tech visit
In Case of Ongoing Complaint - If ticket is pending due to 1st Tech visit or Spare delivered re Tech visit
In Case of Ongoing Complaint - If ticket is pending due to spare delivery
In Case of Ongoing Complaint - If ticket is pending due to spare delivery
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