Process Updates

Documents Update

Update Date :-16 Jan, 2024

Team Kindly note serial number is mandatory for Mixer grinders (including juicers) and gas stoves, please collect the details on inbound calls, chat support or emails.

Chimney Charges update

Update Date :-2 Jan, 2024

Team there are few changes chimney installation tech visit and spare charges, which we needs to inform to the customer from now onwards.

If customer raises any request for the installation then we have to inform to customer that 650+18% = 767/- INR would be the charges for tech visit and if spare charges will be 800 INR Then total amount would be 1567/- INR.  

Cycle Installation Update

Update Date :-27 Dec, 2023

We have reverted the widget to the BMS system. As per our previous process, we are continuing with the installation process and collecting charges accordingly. Please check the same online.

Important Links

SKU reference https://lifelongonline.freshdesk.com/en/support/solutions/articles/82000906238-serviceable-skus

SOP for serviceable and non-serviceable -https://lifelongonline.freshdesk.com/en/support/solutions/articles/82000906218-detailed-sop-for-serviceable-non-serviceable-product-handling

Installation Models-https://lifelongonline.freshdesk.com/en/support/solutions/articles/82000906176-installation-models

Pickup policy-https://lifelongonline.freshdesk.com/en/support/solutions/articles/82000906108-pickup-policy-process

Backend Follow up process -https://lifelongonline.freshdesk.com/en/support/solutions/articles/82000906077-follow-up-process-initial-stage-and-non-responsive

New Models for Serviceable category!

Update Date :-28 Nov, 2023

Team This is to apprise you that we are adding a few Massager models in the serviceable category. 

Below are the Model numbers for your reference:

LLM279 - Foot Spa Massager 

LLM234 - Crazyfit Vibration Plate Massager 

LLM747 - Foot, Calf and Leg Massager with Heat and Vibration 

LLM477 -  Foot Spa Massager 

Refund processing TAT

Update Date :-22 Nov, 2023

The Refund TAT is now 72 hours. All refund processing cases will be concluded within 72 hours from the date of assignment. Kindly keep the customers informed accordingly when conveying such information.

New Service Partner

Update Date :-20 Nov, 2023

Team We have onboarded a new service partner (SS Enterprise) for the K&D (Mixer Grinder & Gas Stove) & Water heater (Service/Installation). I have created a Google sheet and the serviceable Area will be Delhi NCR. 

Fresh desk Update

Update Date :-16 Nov, 2023

Team we have removed the dropdown “case closed” in pending on. We have disabled the pending on as a mandatory field while resolving a ticket.

Please make sure if a ticket is pending, all agents mark the reason of ticket pendency.

Ticket assignment to SPOCs

Update Date :-15 Nov, 2023

Team To facilitate prompt handling and timely resolution, we are implementing changes in the ticket assignment process for specific scenarios requiring SPOC assistance. Advisors can assign tickets to SPOCs from Freshdesk for the following four reasons, following all necessary steps and handling procedures:

Reasons:

1.     Non-serviceable area

2.     Ticket canceled by Tech

3.     Spare not available

4.     Tech required on priority

Group Name : SPOC Assistance

Date of assignment : Date to be selected when the case has been assigned to the SPOC.

New field added in Fresh desk 

Update Date :-10 Nov, 2023

Team A new field has been added in Fresh desk, namely 'Assigned to Refund Team.' This field will be visible when the 'Lifelong Refund Group' is selected under the Group field. Agents are required to update the date when a case is being assigned to the Refunds team for processing after all validations and receipt of details.

          Corporate Gifting Query handling Process - Offline Sales 

Update Date :-8 Nov, 2023

Team the segregation of Corporate has been done, from now on corporate employee will share their queries on the below email, and the same has been configured in FD. This is part of retail support so no new campaign has been assigned or launched, just a bifurcation of the inflow of offline cases. The process is listed below.

Group Name in FD – B2B Corporate

Sharing the case management flow of the Corporate Gifting products for query/complaint.

Process steps:

1.     Corporate employees who have received Lifelong products as gifts should send their queries or complaints from their official email addresses only at Lifelong-B2B@lifelongonline.com

2.     When an email is received from the official email address at this support email, the advisor on the backend will not request an invoice but will proceed to address the issue following the established process. The advisor may ask for additional information to better understand and validate the issue from the corporate employee.

3.     After resolving the issue, an agent will send an email to the corporate customer as confirmation

4.     Below is the escalation matrix for this channel, which can be used if there is a delay in addressing customer queries –

1.     L1 Amit Singh (SPOC for B2B & Retails channel)

2.     L2 Shivam Bhardwaj

3.     L3 Jatin sharma

4.     L4 Karan Joshi

Please be aware that corporate employees who share their queries on this channel will be treated as customers. The Lifelong CS team will not request any invoices, they will proceed with resolving the issue as it stands. If the product is out of warranty, which can only be determined by asking when they acquired the product (since there is no invoice), the warranty status of the product will be considered. However, if they provide any written email or document, it will be subject to validation by the Offline team.

This Email channel will be active from 9th Nov’23. And window will be 9 am to 6 pm. The initial response time from the team will be 24-36 hours.

An important note: There will be no refunds issued under any circumstances. We will offer a replacement only if the stock is available. If the product cannot be repaired, we will provide this information in writing, and the customer will be advised to contact their company for further assistance. Here offline team has to pitch in for resolution or provide a replacement to the customer.

Installation Update for the DL freelancer 

Update Date :-7 Nov, 2023

Team from now onwards we have to align DL FREELANCER for all fitness installation case for the NCR areas (Noida, Delhi, Ghaziabad, Gurugram and Faridabad ).

Process of aligning :-

In order to align tech we need to follow the same procedure as earlier( On DL freelancer sheet and on WhatSapp group)

While aligning for the tech need to add a tag on FD properties,

Tag:- DL Fitness Freelancer

No Water Heater installation for MZI till further notice

Update Date :- 7 Nov, 2023

Hi Team,

 From today onwards we will not align any WATER HEATER INSTALLATION AND SERVICE cases to MZI for any location. This is practice to be continued till further update.

LLTM111-Installation video link

Update Date :- 30 Oct, 2023

Please find the LLTM111 installation video link, and kindly include this video in every welcome/first email we send to customers.

https://www.youtube.com/watch?v=WJUN6ZlyJJ0

Refund tags 

Update Date :- 29 Sept, 2023

We have added two new tags to the FD Tag field for case tagging in the refund queue. Please choose the appropriate nature of the case when tagging:

1. If we're reimbursing the customer, select 'Reimbursement.'

2. If we're processing a refund for a product, select 'Refund to be processed.'

This will assist our Refund team in quickly identifying the type of case and processing it accordingly. Please brief all the agents on this.

Newly Launched Smart watches

Update Date :- 20 Oct, 2023

Team We have launched new smart watches as per the details below. The smart watches are launched on Flipkart.

Vibez Sigma (VBSW2142 & VBSW2151)

App Name : Vibez Pro Plus

Vibez Muse (VBSW2223, VBSW2241, VBSW2232 & VBSW2250)

App Name : Vibez Fit

Note:- FAQ's of these newly launched smart watches are attached in Vibez section in SOP. Kindly refer same for any query.

Jeeves Update for treadmill

Update Date :- 17 Oct, 2023

Team from now onwards we need to assign Jeeves according to the serviceability sheet, whether it's a treadmill or any other fitness product for installation.

Updated Call Flow Assignment

Update Date :- 12 Oct, 2023

Starting today, there are some changes in the assignment of call flow as per the details below:

MZI:

Service: (Delhi/NCR, Bangalore, Chennai, Pune, Hyderabad, Mumbai)

Installation: (Bangalore, Hyderabad, Pune, Chennai, Gurgaon)

Fitness Freelancer:

Service: (No need to assign Service calls) No Mixer grinder service cases to be align on DL freelancer.

Installation: (Delhi, Noida, Ghaziabad)

Temporary Assignment of Cases to MZI - Chennai, Gurgaon, Bangalore

Update Date :- 11 Oct, 2023

Team for now onwards we need to assign cases for Chennai, Gurgaon, and Bangalore to MZI until further notice.

In locations where MZI is not available, please assign the cases to La Gamin based on their availability.

List of  offline partners 

Update Date :- 5 Oct, 2023

Team Below is the list of Channel partners whose invoices can be considered as Valid, hence do ensure that No one will deny them for support if they register a case with us.

Change in Assignment of Installation Cases

Update Date :-4 Oct, 2023

Team from now onwards we will no longer assign any installation cases to Easy Care Solutions.

We will only assign cases to them when other partners are non-serviceable.

Installation Update

Update Date :-25 Sept, 2023

As per our discussion for the model LLWBC2603 we have to align paid installation for this model no.

Also we have to refer the same amount details as on Amazon.

Charges Would be 199+18% = 235/- INR including GST.

Update on Reliance 

Update Date :-14 Sept, 2023

As per update from Siddharth, the below category products if purchased after August 28th 2023 as per invoice, then Reliance would be responsible for service as well and we should guide them to contact Reliance customer care.

• mixer

• Gas Stove

• Washing machine

• Cooler

 check case after 28th August, where invoice has these products sold and purchased from RIL

Updated SPOC's Sheet

Please team tag @Mohit Jain for MZI cases and @Vivek Shejwar  for LA and massagers cases from today onwards.

Spare Alignment Portal

Portal Link:- https://lifelongonline.erpnext.com/

Login i'd:- customer.service@lifelongonline.com

Password:- Lifelong@123

Installation Charges for CZBC2705

Update Date :-8 Aug, 2023

If the customer purchased the product from Flipkart, we will charge 499 + 18%. However, if the purchase was made through Amazon, it is free of charge (FOC). 

If the customer has chosen to install the product locally, we will not be able to reimburse the amount to the customer.

Change in Installation scripts 

Update Date :-2 Aug, 2023

Scenario 1: Customer wants our installation service.

Agent: "Hello [Customer's Name], this is [Agent's Name] from [Company Name]. You have purchased a Lifelong <Product name> from Amazon. We're excited to inform you that we're now offering a new installation service for our products. This service is <mention the charges OR free of case as applicable>. Are you interested in having our professional technicians install your product?"

If the customer answers "YES":

Agent: "Great, I'm pleased to hear that you'd like to use our installation service. I will assign a technician to your case right away. They will contact you to arrange a suitable time for the installation. Thank you for choosing Lifelong. Have a wonderful day!"

Scenario 2: Customer declines our installation service or prefers self-installation.

Agent: "Hello [Customer's Name], this is [Agent's Name] from Lifelong. We're excited to inform you that we're offering an installation service for your product. This service is <mention the charges OR free of case as applicable>. Are you interested in having our professional technicians install your product?"

If the customer answers "NO" or indicates, they prefer to install the product themselves:

Agent: "That's absolutely fine, [Customer's Name]. We understand and respect your decision. Should you need any assistance or have any questions about the installation process, please don't hesitate to contact us. We're here to help. Thank you for choosing Lifelong and have a great day!"

Updated SPOC's Sheet

Update Date :-26 July , 2023

Installation Update

Update Date :-20 July , 2023

If we will receive the cases from amazon then we have to give free installation on all below mentioned Fitness category models. 

Corporate employees/Gifting process 

Update Date :-20 July , 2023

For any customer who has got a product as a gift from his/her company, he/she needs to share the details/complaint from their official email address. You don’t need to ask for the invoice in such cases. Do ask when the customer received the product as a gift from the company.

We will provide service as per the process for serviceable products. For non-serviceable products, do consult with the SPOCs or client.

No refund is applicable in such cases, so do not commit the same or align a product pickup.

Serviz (For Kitchen category)

Update Date :-14 July , 2023

Lifelong CRM URL: https://lifelong.serviz.in

Username- lifelong@gmail.com
Password - Lifelong07@

Change in Assignment of Installations 

Update Date :-16 June, 2023

Team would like to notify you of a change in the assignment of installations. Going forward, please refrain from assigning installations to ECS.

Instead, kindly assign the installations to La Gamin based on the respective Pin codes. ECS will now be responsible for handling service calls.

Addition of new pin codes for Gas Stove - Chiranjeevi 

Update Date :-14 June, 2023

Team this is to inform you that the pin code sheet has been updated for Gas stoves and Chiranjeevi has been added. Please start assigning new tickets as per the pin code sheet to this CHJ as well.

Integration Process Flow

Please find the login credentials for New MZI CRM. Please use this tool from now on and do not create tickets on the old CRM.--  https://sommzt.mzservices.net/Account/Login

• Update the fields to create a ticket in Service partner CRM.

• Below are the fields which needs to fill in Freshdesk ticket for creating ticket in other systems.

Service/Installation: Fields mapping

o   Address

o   City

o   Pin code

o   Service

o   Type

o   Product Issue

o   Category

o   Sub Category

o   Model

o   Invoice Number

o   Serial Number

o   Purchase Date

o   Warranty Status

• When a ticket is created/updated in Freshdesk the app will fetch the ticket details and check the Serviceability, Model, Pincode fields value.

• Once the ticket is updated/ created- a private note will get added to the ticket “New Service Partner assigned” and “Ticket status set to Open”

• Service created date will also get added to the Freshdesk field.

• The app will query with those three values to get the partner’s name, service cost and Booking ID to the Freshdesk properties (refer to the below screenshot)

• Appointment date will be added as a private note with the addition of +3, say service created date is 12th April 2023 so automatically appointment date will be 15th April 2023 (refer to the below private note snap attached)

• If the app doesn’t find the match the app will fetch the partner’s name and add it as a private note in the respective ticket as “Failed Partner mapping”

• After updating, the app will try to create ticket in the respective partner’s name with the provided mapping- for SOM use.

• Once ticket fields got updated, the ticket details will reflect in Service partner CRM. 

• A technician will be aligned from MZI end and the name will get added to the Freshdesk field .

Notes to consider:

• There will be no status change from service partner end in Freshdesk, agent can manually change/ update.

• Fields to be fill from Service partner end:

-          Service Created Date

-          Partner Name

-          Service Cost

-          Booking ID

-          Technician Name

-          Service Closure Date

• Ticket will get synced in every 15 minutes in SOM (SOM- MZI CRM).

• All remarks will be added as a private note in Freshdesk.

• Ticket reopening will only reopen the existing ticket even if it is reopening from SOM or from Freshdesk.

• Ticket will only reopen within the 15 days of creation, post 15 days a new ticket will get created.

Service creation and Service closure date

Update Date :-26 April, 2023

Team –

As informed earlier, updating the service created date and service closure date in FD for all tech tickets is essential. 

LA updates

Update Date :-24 April, 2023

Please review the below update and ensure it’s done - 

• No LA cases are to be aligned with Jeeves from today onwards all new cases of LA should be given to ECS.

• Automation for Bizlog and Stech is no longer active. 

Clove dental care coupon code process

Update Date :-24 April, 2023

Please go through with the below-mentioned process update, if we receive any case – Highlight the case to TL and TL's need to share those cases to Jatin for coupon code (send the coupon code to the customer).

Title, Purpose & Details of Process –

We are giving free Clove Dental Annual Health Plan to our customers who bought our range of Lifelong electric toothbrush. The intent is to encash clove dental’s brand name and providing complete care for their teeth. Once customer bought our product, they will scan the QR code and furnish below details to avail the offer and then our CC team will contact the customer and provide them with the coupon code which they can use it on any clove dental centre and avail the benefits of the plan. Go through the link to better understand the details of plan : https://clovedental.in/dental-health-plan-dhp/

Dry Iron Video - steps to follow

Update Date :-18 April, 2023

PLEASE STOP ASKING CUSTOMERS TO POUR WATER ON THE DRY IRON TO CHECK IF IT IS HEATING OR NOT. THIS IS NOT SAFE AND WE SHOULDN’T BE ASKING CUSTOMERS TO DO THIS.

1. Start by plugging in the iron and turning it on.

2. Give the iron a few minutes to heat up. While you are waiting, make sure the iron is on a heat-resistant surface and keep it away from any flammable materials.

3. Once the iron has heated up, hold your hand near the soleplate to check if it is hot. Be careful not to touch the iron as it can cause burns.

4. Next, place a small piece of fabric, such as a cotton handkerchief, on the soleplate of the iron.

5. As the fabric touches the soleplate, it should start to steam and sizzle slightly, indicating that the iron is heating up and ready to use.

6. You can also check the temperature dial on the iron to make sure it is set to the desired temperature.

7. Finally, demonstrate how the iron glides smoothly over the fabric, and how wrinkles are removed as the iron is passed over the fabric.

Customer Care - Warranty status validation 

Update Date :-13 April, 2023

As discussed, we are launching this new tool which would help in identifying the validity of the warranty period. This means that whenever a customer calls, the agent needs to check the product details in this tool to verify the warranty period from the EDD (Estimated delivery date).

Steps :

1. The agent can verify whether the product is within warranty by entering the customer’s mobile number/email id / Order id etc.

2. If the details are available in this tool for the product, there is no need to ask for an invoice from the customer and proceed to the next course of action as per the process. (According to the handling of serviceable / non-serviceable products)

3. If the details are unavailable in this tool, please request an invoice to validate the warranty period as per the process.

Below is the link for the tool which the agents can access, need to whitelist this on all lifelong workstations.

Link - B2C Customer Data (erpnext.com).

Use the below login credentials –

User id -  customer_care@test.com

Password - Test@123

as discussed –

1. In case of a refund/replacement, we would need to request an invoice from the customer as the tool doesn’t have the purchasing value of the product. So to refund etc., we would request the same.

Home safe update 

Update Date :-28 March, 2023

 The key is correct. Please ask customer to use it, it will work.

Below is the logic basis which the key is created.

- get the locker number from customer

- find out the spare key (1-50) basis last two digits of the locker number, if Number is more than 50 (51-100), minus 50 from it and get the last two number and match them with keys last two numbers to get the spare keys for that locker

For example:

1) if locker number is 9134, spare key will be 034.

2) if locker number is 9158, spare key will be 008. (58-50=08)

If locker number

 CRED Update

Update Date :-22 March, 2023

Below changes to be done for CRED process.

Customer produces CRED invoice, and the product is non serviceable:

Customer bank details to be requested and queued to refund after all duplicacy check.

Customer produces CRED invoice, and the product is serviceable:

We shall go ahead and assist the customer as per serviceable product SOP.

Any request received from CRED team:

Queue the ticket directly to Siddharth Mahanty bucket.

Please find the process update 

Update Date :-16 March, 2023

• While sharing mail to the customer regarding any required details agent should ensure that mail is successfully delivered and he/she can check in FD . if  agent marked Pending on customer without validating then its marked call on FATAL.

• Invoice- on serviceable product we can align technician on the basis of invoice in screenshot Note ( do not force cx for the invoice in PDF form only).

• If the product is corporate gift and cx is having bill on product box then we can align technician if area Pin code is serviceable. ( but no refund will be proceed to the customer).

• spare need to align on real time basis where we have identify.

• No invoice is required on Alpha CC cases.

• Need to mention date in tech align cases it should be +3 days from tech align date. For e.g. If a customer calls on 13th March – inform the customer that the technician will visit by 16th March, and the same TAT is to be shared with the customer via emails as well. You can inform that the technician can also visit before this timeline just to be proactive and for better understanding.

• Need to add proper notes in each and every cases.

• E mail should response within 30  mint , where customer has given response.

• Agent will check previous interaction while giving information/working on ticket.

Please find the process updates

Update Date :-15 March, 2023

• In the case of water geyser if customer is saying that water is not heating, No advisor will ask customer to share the video to describe the issue.

• If customer is facing gas leakage issue, no one will ask the customer to share the video for the same.

• If the customer is connecting us for the installation of the product , and on assisting with the charges, he is denying and he is asking for free installation as per purchasing portal, we need to ask the customer to share the SS which is stating the 0.00 charges after that advisor need to give the FOC.

If the customer is registering the complaint stating that there is noise issue in the burner, Kindly assist customer to follow the trouble- shooting-

•  First clean the burner.

•  Ignite gas stove by removing utensils.

•  By changing cap of burner.

•  Check the proper space between gas stove and utensils. - If the utensil is “U” shape, then it will make noise as there is no space for air to pass, need to suggest customer to try different utensil with flat bottom. 

• Probing should be done if issue with specific utensils/ burner or with all burner

After this all steps if issue only found with burner then directly align burner cap and resolve case after sharing tracking details. – If issue is with single burner, then we will dispatch one burner, if issues is with two burners then we will send two.

Installation Update

Update Date :-13 March, 2023

Below are the models which need to be included in the installation. Also, the charges have been updated on the Amazon portal, which needs to be informed to the customer for installation. Please inform the team to work on the same and update accordingly.

LLTM111 – already informed earlier.

 TAT for Tech visit - service/installation both

Update Date :-13 March, 2023

Starting from 14th March 2023, we need to provide the actual date for the tech visit to the customers instead of informing 2-3 days. Therefore, please tell all the agents about the same, and they need to notify the date of the visit by adding +3 days to the date of request.

E.g., If a customer calls on 13th March – inform the customer that the technician will visit by 16th March, and the same TAT is to be shared with the customer via emails as well. You can inform that the technician can also visit before this timeline just to be proactive and for better understanding.  

The canned response has been updated in Fresh desk. 

ADD Note Update

From now onwards if any support staff or Spoc suggest something on case to the agent so they have to add particular support staff or Spoc name in Add Notes

 Extended warranty error

Update Date :-16 February, 2023 

The auto emailer has been turned off due to some development.

If the customer approaches, please request the invoice to validate the original warranty period under which the extended warranty can be registered; if ok, follow the review process and send an extended warranty email to the customer. Let’s use this as an opportunity to generate more reviews and the Review team will handle these queries and convert them. If a customer asks for an extended warranty, we suggest routing those queries to the review team rather than voice or another campaign team handling them. 

 PS- If the original warranty is over, please inform the extended warranty registration is not applicable as the customer must register before the original warranty expires.

Customer Response Update

Update Date :-20 February, 2023 

This feature has been added in the Freshdesk to track tickets wherein customers have responded. This will help in avoiding delays in response from our end.

Now we can filter out such tickets wherein customers have responded and send the quick update/response to avoid delay.

Another way – sort the tickets as “Customer response” and select the status as “Open” in the filter, and you can also download the tickets. Do capture if there are any other observations while using this feature.

Please use this feature wisely and send timely responses to the customers.

Reliance Update

Update Date :-21 February, 2023 

Please take note of this process update and implement it on the floor from today to ensure its 100% adherence.

Non-Serviceable Product - If the customer has purchased a product from reliance, he/she must contact the Reliance ReqQ team for product-related issues. Inform the customer that the brand name is Lifelong. However, the product was purchased from reliance, and they will assist them with the service-related issues. No service ticket or refund request is to be raised in this scenario.

Serviceable products – Validate the case per the existing process and assign a technician. This will be changed in a few days, and we will redirect these cases to reliance.

I’ve attached the list of serviceable and non-serviceable products sold by Reliance.

ResQ Toll-free no.18008891044

ResQ Customer support -  customersupport@resQ.in

In addition, a canned response has been created for providing Reliance support details in case of non-serviceable products that need to be sent to customers without fail. Email canned - Reliance Support Details

Please find below the update -

Update Date :-12 January 2023 

Lifelong Nutri blenders LLNB02, LLNB03, and LLMG19 are blender models which fall under the non-serviceable product category.

 We can give jars of LLMG19 only as a solution if required, but no technician to be aligned for service.

Free installation on replacement

Update Date :-12 January 2023 

In case of chargeable cases wherein the customer has paid us already for the installation the first time, and if he/she faces an issue with the product resulting in replacement later, we will not charge for the installation a second time.

Installation Update

Update Date :-3 January 2023 

Please follow the same from tomorrow onwards i.e. 4th Jan and inform the agents for Installation and other campaigns (voice/email/chat) that if a customer reaches out to us for installation, then below mentioned charges to be informed. Please note that this update applies only to products sold on Amazon and not applicable to any other portal.

1.  PLease inform the customers on all new cases that installation is chargeable on the below-mentioned model numbers.

2. The charges are mentioned in below table, Assemble charges including GST will be the final charge, and the break up to be explained to the customer i.e. Amount+GST.

3. Start Installation for LLF45 as well, charges are mentioned below.

4. The service technician/Partner will collect the assembly charges.

Product packaging

Update Date :-23 December 2022 

Please ensure we inform the customer about the below-mentioned points while handling these scenarios to avoid miscommunication or confusion. This should be followed completely.

• Product return – please inform the customer that the product should be packed in a box for return on amazon/Flipkart etc.

• Pickup – while informing about the pickup, please clearly inform the customer to pack the product in a box. Otherwise, the product will not be picked up. We cannot arrange any packaging to pack the product, and this needs to be done by the customer.

                                                                                    Gifted products

Update Date :-12 December 2022 

1. For serviceable, invoice request and proceed accordingly; if no invoice or cx is having bill on product box - to be treated as out of warranty case, service would be available on a chargeable basis.

2. If non-serviceable, if the product is under warranty, proceed as per process. If no invoices, out-of-warranty cases, no refund/replacement.

Products faulty/damaged on arrival (DOA)

Update Date :-12 December 2022 

Please return the product from the purchasing portal, as the return window is 7 days from the delivery date.

If the product delivered is not what you ordered or is damaged or defective, or the delivery is of an incorrect quantity, we shall have no liability since the product is purchased from an online portal (Amazon/Flip kart, etc.) You are advised to contact the purchasing portal in such a scenario or return the product within 7 days from the delivery date. 

Water Heater Installation

Update Date :- 7 December,2022

The process is simple – call the customer to check if they have self-installed the product. If yes, please update the remarks in FD and close the ticket.

If they need installation assistance, please inform them that the installation service is chargeable. If they agree to pay, please check the serviceable Pin code list, and raise a ticket for the installation  (Service Partner will collect the charges). Send an email to the customer about the same, mentioning the installation charges to avoid any dispute. In case of a non-serviceable Pin code - proceed accordingly (do not inform about local installation, and no charges will be reimbursed).

Below is the customer advisory for water heater installation:

• The installation charges are 299 + 18% GST = INR 353. Additionally, we need to advise the customer that the technician can also carry the spare part required for the installation which will be an extra cost of Rs 300 (Total 353+ 300= INR 653)

• Inform the customer to arrange parts, inform installation charges and send an email with all the information (inlet & outlet pipe)

• If the customer requests to arrange spare, inform all the charges, including additional spare costs, and send an email for consent.

In addition, the pin code list for a Water heater is already added to the serviceability sheet. Please refer to the same.

 Induction Pickup Update

Update Date :- 2 December,2022

Please find update for the new Pickup process, which is applicable for all Induction models only. Please ensure that all the agents know this and follow the correct procedure while handling the cases. 

This was activated on 2nd December.