MobilesBrand Level / Stock Android TroubleshootingStock Android GuidesStock Android GuidesMarshmallow (6.x)Battery & PowerDevice not charging / No PowerCheck hardware
Check if the customer is using the bundled charger, charging cable and battery. If not, inform the customer they should use the in-box charging accessories only.
Did this help?
- Yes
- No
No:
Try a different power outlet
Try charging the phone using a different power outlet.
Ek alag power outlet ka upayog karake phone ko charge karane ka koshish karen
If the device is off, leave the charger connected for a minimum of 15-20 minutes. If you see the device charging, press and hold the power button & see if it’s turning ON.
yadi device off hai, to charger ko isake lie connect chhod den minimum 15-20 minutes. yadi aap device ko dekhate hain charging, power button ko dabae rakhen aur dekhen agar yah on hai.
Did this resolve the issue?
- Yes
- No
No:
Check for replacement policy
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 policy?
- Yes
- No
No:
Refer to authorized service center
- Refer customer to an authorized service center
- Document the steps taken and wrap the call