Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingDisplayDisplay issuesDisplay issuesDisplay issuesDisplay Damage

Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingDisplayDisplay issuesDisplay issuesDisplay issuesDisplay Damage

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

Is the customer reporting the issue on receipt?

  • Yes
  • No

Yes:

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

 

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