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
WSO % amounts
What is:
40% or 50%
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 WSO 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.
Limited Warranty covered on footwear.
What is:
- 1 year (2 years for EMEA)
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 construction 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 Pre-Approved Shipping Code should be filled out with this text when items are being sent for recycling.
What is:
- Dispose.
The names of all global repair centers.
What is:
- Canada = Arc'1
- USA = Gear Restore
- UK = Scottish Mountain Gear
- EU = United Repair Center (URC)
- Switzerland = Outdoor Repair
- Norway = Barents Outdoor AS
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