Streamline the replacements/refund to the customers for all product categories
Encompasses the need of replacement - attributable to one of the following reasons
Exclude EOL cases
The replacement of the products shall be as per the below order of priority
In case of EWP• The set shall be replaced with a refurbished set only without depreciation.
Price difference in case of upgraded model• Difference amount between MRP of both the models will be collected from customer.
Depreciation in case of product beyond 1 year from DoP (Date of Purchase)
Customer will be charged depreciation amount on MRP of original model as per below table
|Ageing from DOP||Deprecation Rate|
|AC, WM, MWO||LED|
Waiver of 10% on depreciation rate can be given by RM
Warranty on replaced product:◦ Warranty/Extended warranty on replaced product will be for the balance period. If a product carrying a warranty for 12 months has been replaced after 8 months of purchase, the replaced product will be warranted for 04 months. ◦ If the product is replaced after expiry of warranty/extended warranty period as per the applicable depreciation rate, the prevailing standard warranty, extended warranty will be offered to the customer.
Others• Customer’s defective product has to be taken back while giving replacement • Classification as seconds/defective/scrap to be done in Warehouse by service on receipt of defective • Classification to be recommended by Branch Service Manager & approved by Branch Accountant • The data has to be shared in the standardized format (Refer to the XL attachment)
Any waiver/discount in depreciation more than mention above must be approved by COO/CFO.
CFO will be responsible for ensuring compliance with this policy.
Deviations, if any should be reported within 12 hours to the CFO thru e mail.
Cases recommended for replacement will be uploaded on replacement portal.
BSM will upload details on replacement portal
RSM will validate & recommend for replacement
RM will approve/reject based on merit of the case.
RM will suggest model to be given as replacement as per available stock to BA
BA to arrange replacement invoicing in the name of customer
Logistics to arrange delivery at customer place & pick up of defective unit.
Service to arrange de-installation & installation of product at customer place.
Follow Up SOP on the replacement process & CRM Changes in accordance.
EOL Policy for the customer to be defined
Authorized to Authorize Matrix to be defined
Next Review Date: 01st of January 2020