L2 Support Escalation

Make sure that the customer is registered to warranty before escalating. If they haven’t yet, and it’s more than 5 months since receipt, make sure they have purchased genuine replacement filters before assisting them with warranty registration.

• If less than 90 days from order delivery date, walk customers through the warranty process.

Refer to Warranty registration process document

• If no replacement filters have been purchased within the last 6 months, offer to send a payment link for a replacement filter to “activate their warranty”.

  • • • If the customer agrees, manually register the customer to the warranty and send them proof of registration via Email.

      • If a customer claims that they have replaced the filter but no order for a replacement filter is showing in Shopify, ask for a proof of purchase from the vendor they purchased the filters from.

Make sure that the vendor is an authorized supplier/distributor.

• • • • 1. • Once confirmed that filters are genuine, proceed with warranty registration

           • If the customer can’t prove that they’ve replaced their unit/s with a genuine MA replacement filter within 6 months of receiving the unit, let the customer know that their warranty has been voided and offer a 20% discount so they may purchase a new unit.

1. Copy L2support@medifyair.com to your reply to the customer

Suggest template:

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I have copied our Level 2 support to this email as they will be assisting you further with your (state concern).

Please don’t hesitate to reach out to me if there’s anything else I can help you with.

@L2support please keep me looped in so I am updated with the status of (Customer Name)’s concern.

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2. Add a note on the email with the following information:

• Summary of concern and action/s already taken by manager 

  • • E.g., Asked customer to check cables - cables are all good but unit still not turning on

    • If no actions taken, just note “no actions taken”

• Customer’s Information

2. • • • • • Name

           • Shipping Address

           • Email Address

           • Active Contact Number

           • SKU

           • QTY

           • Order Number associated with concerned unit

   • Add Screenshot of warranty on Jotform as proof

3. For damaged units - Attach any files, videos, photos submitted by the customer as proof of complaint

   • • • • Video for noise issue and photos for any damaged products and the like

4. L2 will take over but CSM will still need to monitor the ticket and follow up with L2 and/or the customer if necessary

5. Once the issue has been resolved and a replacement unit has been issued or the return has been received, reach out to the customer and make sure that they are satisfied.