Serviceable and within the warranty (Pin code area covered)
1. Identify the exact issues by probing; refer to the product manuals/KB/SOP.
2. Collect relevant documents, product serial number, and Invoice in PDF format. (Invoice in JPEG can also be considered for aligning a technician)
3. Assign technician on service portal and capture the complete issue description for tech to understand the issue, confirm TAT to the customer, and attach product details received from customer for reference.
Serviceable and out of warranty (Pin code area covered)
1. Identify the exact issues by probing; refer to the product manuals/KB/SOP.
2. Collect relevant documents, product serial number, and Invoice in PDF format. (Invoice in JPEG can also be considered for aligning a technician)
3. Inform that service would be chargeable (Tech visit + Spare cost, if any) and if the customer agrees, then assign a technician on the service portal and confirm TAT to the customer. An email is to be sent to the customer for taking the consent to applicable charges.
Serviceable but area pin-code not covered (within warranty)
1. Identify the exact issues by probing; refer to the product manuals/KB/SOP.
2. Collect relevant documents Invoice in PDF format, product serial number, product pictures(If required), and videos showing the exact problem/issue.
3. Inform customer to get the product repaired locally and share the invoice. We will refund the repair charges and suggest to share the bill and bank details for the same. Local bill reimbursement is not applicable for any additional work apart from the reported product issue.
4. If a product cannot be repaired locally—offer a Refund after validating/approval from the Category SPOC.
Serviceable but area pin-code not covered (Out of warranty)
1. Identify the exact issue by probing
2. Collect relevant documents, product serial number, and Invoice in PDF format. (Invoice in JPEG can also be considered for aligning a technician)
3. Inform the customer to get the product repaired locally as the area is non-serviceable and the product is also out of warranty. No reimbursement is applicable since the product is out of warranty.