Start
A
(Verification
Test)
Is it a
Hardware
problem ?
Upgrade to latest
Firmware
Is it a known
complaint ?
Is Firmware
solution
available ?
Yes
No
Yes
No
Yes
No
Is the
complaint
solved ?
Return set to Customer with
Yes
No
Report on action done
Send refurbished set from pool
stock to Trade / customer
Is the
complaint
documented ?
Yes
No
Service W/S to contact the Trade /
Customer to work out a action plan.
Examples:
- explain them that the Firmware
solution is not ready
- Upgrade disc will be send
to them the moment solution
is ready
- etc.
- Attached a Defect Description Report
and Proof of Purchase.
- Pack defective set.
- Store defective set for pick-up.
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