Check for physical damage on the battery
Check if there are any physical damages on the battery.
Do you see a damage?
No
Yes
Yes:
Physical Damage
Physical damage on the device is eligible for return only if reported on receipt.
If customer does not report the issue immediately after delivery, it is considered CID (Customer Induced Damage)
Is the customer reporting the issue on receipt?
Yes
No
No:
Refer to service center
As this is a case of CID (Customer Induced Damage), refer customer to contact the Service center for paid repair
Do you see a damage?
No
Yes
No:
Check battery temperature
Click on the URLs in each step to view the screenshot
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Stock Android screenshots. May vary on some devices ![]() |
What is the battery temperature?
Out of operational temperature (More than 48°C)
Within operational temperature (Less than 48°C)
Within operational temperature (Less than 48°C)
Device OK
- Inform the customer that this is the normal operating temperature and the device is working fine.
- Do not create return in this situation.
Out of operational temperature (More than 48°C):
Check battery usage
Click on the URLs in each step to view the screenshot
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Stock Android screenshots. May vary on some devices ![]() |
Do you see battery-consuming apps?
Yes
No
Yes:
Uninstall misbehaving apps
Click on the URLs in each step to view the screenshot
Uninstall apps
Install apps
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Stock Android screenshots. May vary on some devices ![]() |
Did this resolve the issue?
No
Yes
No:
Check for FOTA updates
Software updates are released periodically and may contain performance enhancements for the device.
Follow these steps to check if you have the latest software:
OR
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Stock Android screenshots. May vary on some devices ![]() |
Did this resolve the issue?
No
Yes
No:
Perform a soft reset
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WARNING: Performing a reset will erase all data on the device |
Click on the URLs in each step to view the screenshot
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Stock Android screenshots. May vary on some devices
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Did this resolve the issue?
No
Yes
No:
Check If Device Under replacement policy period
If the customer is calling within the policy period, follow the replacement policy.
If the customer is calling after the policy period,
- Refer him to an authorized service center.
DO NOT ISSUE A REPLACEMENT
Is the device under replacement warranty?
No
Yes
No:
Refer to Service Center
- Refer the customer to an authorized service center to fix the issue
- Document the steps taken and wrap the call