Product Issues
3 types of zipper issues
What is:
Teeth missing/damaged
Damaged slider
Damaged bottom box
Cord end broken/missing
Bottom pin/stitching issue
RGC % amounts
What is:20%, 30%, 40%
70d
What is:
Yes - can be replaced or relaminated depending on the condition.
What is:
- Guest type
- Location
- Case history
- Phone number/email
- PSC address
A bank of articles that help you do your job live here.
What is:
- Knowledge Base
3 product issues that are not covered by our Limited Warranty.
What is:
- Tears
- Abrasion
- Contamination
- Burns
- Stains
- Down clumping/leaking
When do we offer a RGC resolution?
What is:
- When an item is out of PPL and not covered by the Limited Warranty.
Gore Delamination
What is:
No - cannot be repaired
Case to product status bar when asking for an item to be sent to a repair center.
What is:
- In transit.
When a guest calls and has an issue with their gear, but does not have a contact or current open PSR in our system.
What is:
- Create a contact and a PSR on their behalf, take ownership and follow up to ask for more photos.
When can we offer a zipper tooth replacement?
What is:
- When up to 3 teeth on each side are damaged.
Name 3 quick fix replacement parts.
What is:
- Zipper slider kit
- Tenacious Tape
- Buckle
- Cord ends
Zipper Lamination
What is:
Yes - can be relaminated if no surrounding damage.
How to communicate with the Physical Assessment team.
What is:
- The case feed
The definition of PPL
What is:
- Practical Product Lifespan - the usual and customary wearable life of a product.
- Based on factors such as age, how it's been used and cared for, type of product issues.
When seam of an item bursts open due to the 'allowance'.
What is:
- Seam allowance too short.
Walk through the steps of a Product Replacement resolution.
What is:
- Confirm replacement model, size and colour with guest.
- Confirm inventory is available.
- Leave a case feed note of the replacement order details.
- Mark the case as Action Required.
- Change ownership to the appropriate queue.
- Update the resolution with the SAP order number.
- Email the guest.
For older garments going for repair, what additional consent may be needed?
What is:
- Topstitch consent.
The guest must write this on their shipment when sending in products to repair centers for End of Life.
What is:
- 'RG'
The names of all NAM repair centers.
What is:
- Canada = Arc'1
- USA = Gear Restore
Name all possible locations of 70D.
What is:
- hem cord
- waist cord
- hangtag
- both cuffs
- hood facing
- donuts + anchors
- hood tunnel (vertical + horizontal)
When creating a resolution of repair, name 3 steps one must take before dropping the item in the bin
What is:
- create RWO
- change owner to repair queue
- confirm repair actions for all PI's
- print label
What are the repair implications associated with GORE-TEX Paclite?
What is:
- The material does not hold well with relamination attempts or other repairs due to the nature of the fabric.
Case status when you send a reply to the physical assessment team with additional guest consent or information.
What is:
- Action Required
The brand store tiers that can perform in-store physical assessments.
What is:
- Tier 1 and 2