Hardware Replacement Procedure

Purchased Through ProPoint

ProPoint is a hardware reseller, meaning that we have a symbiotic relationship our various hardware manufacturers because they produce high quality hardware that we can provide to our customers, and in turn generate sales for them. This also means that the warranty process and any RMA being completed, is done through the manufacturer.

1. Assist in establishing the root cause of the problem, concluding that it is hardware related.

2. Help the customer identify if the hardware is still under warranty or not. If it isn’t kindly explain this to them and refer to a support manager with any issues. If the hardware is still under warranty as determined by length of time and/or by Jeff Bruce, contact POSx or Dell support to begin the RMA process for the customer:

   • Option A: Start a 3 way call with the customer and the help desk at the hardware manufacturer you are working with. Establishing warranty status and offer details on the situation to help the representative better understand the situation. Remain professional and informative.

   • Option B: Contact the help desk for the hardware manufacturer yourself, establish warranty status, and offer details on the situation to the representative. Once they are on the same page, ask for a case or reference number and provide this to the customer so that they can follow up with the replacement process.

3. Once you’ve gotten to this point, kindly and professionally ask both parties if you will be needed further, and be sure to let the customer know to call us back when the replacement hardware arrives so that we can help get it set up!

4. Give them your name and NetSuite case number for reference if they have any further questions!

Purchased through an alternate retailer?

If you are working with a customer who got their hardware from somewhere other than our sales team, it’s still important for you to help diagnose any hardware problems for the customer. Once you’ve established a cause, help them find the support number for the manufacturer so they have an easier time getting the assistance they need – remember, our support agents are the face of our company!

Hot Swap

Hot Swap is a premium hardware warranty program offered by our sales team. It’s intended to provide extra value to customers who prefer to have their POS fully insured equally against equipment failure or unforeseen disaster.

1. Assist in establishing the root cause of the problem, concluding that it is hardware related.

2. Any and all Hot Swap replacements must take place as a result of the MANUFACTURER determining that the hardware is defective. Therefore, no exchanges can be made unless conference call with both the manufacturer’s technical support representative and the client. Likewise, the account owner must be notified prior to any shipping of new hardware as well (see warning below).

3. If an RMA cannot be obtained, or if the product is out of warranty, approval from the manager will then be required to proceed with the Hot Swap replacement.

4. An email must then be sent to the Implementations Department detailing the specifics of the exchange as well as all of the steps taken prior to the official request. Be sure to include all relevant data such as model, model number, serial number, etc. in this message as well

5. Follow up with the client on a timely basis to keep them informed of the progress of the exchange.

6. Hot Swap exchanges can ONLY be performed for hardware issues. No exceptions.

CAUTION: NOTHING IS EVER SHIPPED WITHOUT FIRST INFORMING THE SALON’S ACCOUNT OWNER! This step cannot be ignored as it has led to a lot of unnecessary confusion in instances where Managers do not notify the salon’s owner. Leaving a message does not count, as you must physically speak with the owner, or their chosen corporate / franchise representative.

Hot Swap Internal Communication Procedure

In addition to the rules listed in the previous section, a new internal process has been crafted to help eliminate confusion, and make the entire process a bit more painless for the customer. This five part process was crafted Q1 of 2015 by Zach Lamme of Support Management.

1. Whenever a system is hot swapped, Jeff Bruce will send an email to both the Sales and Support Departments.

2. The Support Receptionist will then create a Support Task ticket to mark and address it.

3. The task will involve an early day shift follow up call to the salon in order to render assistance in setting up the new system.

4. Because the delivery of the new system is almost always early in the day, a morning call as soon as the salon opens is necessary.

5. The tech will then establish communication when the salon opens, to either help get the new system setup or ask the salon to call them back when it arrives.

Hot Swap and POXs

Though this replacement plan is valid for all hardware, there is a special procedure involved with POSx that comes from our enhanced business partnership. Paying Hot Swap customers have the ability to receive immediate overnight delivery of their replacement hardware once it has been determined to be defective by POSx via the required conference call. Pre-authorization has been setup in advance via a company credit card on file with POSx corporate offices, and we also provide the return shipping labels for the exchanged hardware as well.

1. Pre-authorization is only available through RSD Technical Support or other related department. Clients cannot call POSx and make this request on their own, and if they do; a POSx representative will call us for final authorization.

2. Pre-authorization is available to PAYING Hot Swap customers only. Those not on the Hot Swap program must follow the regular RMA process detailed in the next section.

3. All pre-authorized exchanges must be reported to Jeff Bruce in the Implementation Department via email immediately after the call is completed.

NOTE: Non Hot Swap customers must call POSx’s technical support department in order for a replacement to be processed. The technical support agent from POSx must determine the device to be defective, and then a cc authorization must be given by the client to ensure the return of the defective model. The defective model must be shipped back to POSx before the replacement can be sent, though there is no extra cost for this. This is an internal POSx policy and cannot be avoided.