ECR
Through Email and their Subject Title
What does DDR stands for?
Damaged, defective, or recalled battery
Who is responsible for issuing a refund for safety cases?
Order Management
When should we consider if the legal case id valid?
Legal Keyword is present
Provide the 3 Potential response from FRAUD
Denied
Conditional Approval
Approve
What is the email SLA for BBB and IE
1 hour
What are the criteria for considering a safety case as a DDR?
What's the next step after you close your consult case in safety case handling?
Take over parent case and reach to the customer
Is there an email SLA in legal case handling?
Yes, 24 hours
What is the difference between TUI and "one of a kind issue"
trainer will explain
What is the Name of the Group chat where we need to send an update after we receive an EE?
H&H EE Alerts
Which two countries are supported by the DDR?
USA and some part of Canada
What happens if the device is OOW and is identified as safety case?
Proceed with normal safety case handling
In ACL when is the time that a legal escalation from Tier 1 is Valid?
If a device with a major failure was purchased (or was a replacement received) more than 3 years ago
Name all the T3 Tools
Falcon+
Khorus
Pulse
Rescue tool
Lstner
Buganizer
Gnest
Which team regularly checks EE cases and routes them to ald-t3-tech@google.com?
Mercury team
What should you do if you've created an RMA for a DDR case, but Falcon shows there is no shipping kit included?
Manually create a bug to request a shipping kit.
Are we allowed to push back on agents who consulted on their case as a safety case?
Case to case basis
Who is the PSM for Legal related cases?
Alexa Hiznay
Who is covered by the ACL, and who is not?
Consumer from Austalia
Devices that are not purchase in Australia
Provide 1 name of our VIP EE PSM
Cassandra Johnson, Ana Corrales, Ian Loughran, Rick Osterloh, or Rishi Chandra
After creating a manual bug in DDR in our safety case, where should we send the device? what is the address of our Safety Laboratory?
Mountain View, California
Who is the PSM for Safety related cases?
If the customer Mentioned BBB in a case is it considered to be escalated in the legal team?
NO
What isn't covered by the Google warranty or consumer rights?
Stolen devices.
CID
Everyday wear and tear.
Stolen devices.
Device purchased in unauthorized resellers