Easy
This can be offered to customers that had a poor support, product, or replacement experience.
gThanks appeasement
How do we process reimbursement requests for the customer?
Fill out the DSCC OM Tier 2 consult
In the event that Tier 1 agents escalate the same issue four times or more, how should Tier 2 Technical Support respond?
Create a consult to Tier 3 Technical to report a possible emerging issue.
Should you provide a factory sealed brand new unit when creating RMA exceptions?
No, Majority of the replacements should always be refurbished unless otherwise instructed.
What are the two types of Replacement RMA Google offers?
Advanced and Standard RMA
_________ can also be offered to celebrate a customer’s special day: graduation, birthday, anniversary, wedding, etc.
gThanks
True or False:
Tier 2 can approved $300, ₣300, or €300.
False: Tier 2 cannot approve French currency, ₣.
I have a case here that requires an RMA. We’ve done all the necessary steps and it is leading to an RMA. However, the product is out of warranty period for 2 years but the CM insists on a replacement.
Is the scenario a valid Exception RMA?
No, Out of Warranty more than the allowable grace period.
True or False:
You can check warranty information in Falcon.
True
Can you process a Buyer's Remorse in Falcon?
Yes
For low severity dissatisfaction, how much gThanks should you offer?
$25
Our team is responsible for processing requests of eligible gThanks credit.
Tier 2 OM
How long does it take for Tier 2 OM to provide a resolution to a reimbursement requests/consultation?
5 business days
How should you deliver bad news to customers whose Technician Call-Out Reimbursement request was denied?
Call the customer. Do not relay bad news via email or voicemail message
What tool should you use to process an OOW RMA?
Falcon
What is the ceiling limit Tier 2 can approve for gThanks?
within $300
Our team will assist you if you have exhausted all basic and advanced troubleshooting resources, and your case remains unresolved.
Tier 3 Technical
What information do you need to search to create an RMA in Falcon?
Serial Number of the Device
How should a Tier 1 agent provide you, Tier 2, access to gNest admin?
Tier 1 must use the Share Session option.
What scenario would not let a Tier 1 agent process an IN-Warranty RMA in HOUW?
Give 1 scenario.
1. Errors in HOUW
2. Unable to find Serial Number in HOUW
Who can approve above the $300 appeasement limit for Tier 2?
Tier 3 Tech
True or False:
In Hardware Order Updated Workflow (HOUW) it shows that the device is out of warranty however the customer provided a proof of purchase showing that it should be within the warranty period.
Proof of Purchase is valid.
Will Tier 1 agent be able to process this RMA in HOUW?
FALSE: Tier 1 can process RMA within the warranty period using HOUW but if it's already out of warranty and 3PR with a valid PoP, Tier 1 may need to reach out to Tier 2 for RMA Creation.
Can Tier 2 Tech create for lost or stolen devices?
No
The customer dropped and broke the device during installation.
Is this a valid reason for an RMA Exception?
No, Inform the customer of our OOW policies and send the Canned Response (CR), [MP103].
What tool can a Tier 1 agent use to resend the shipping labels for Replacement?
HOUW