Xiaomi-Service Solution Document- Retailer Benelux

Transcription

1 Xiaomi-Service Solution Document- Retailer Benelux

2 Table of Contents 1. Xiaomi Warranty Guidelines 2. DOA Policy and validation criteria 3. End to end return process flows- Retailer 4. Service Realated Costs/Fees 5. Repair Turn Around Time 6. RMA requests

3 1. Xiaomi Warranty Guidelines 1.1 Handling Process for a non-official product Non-Official products are those products which have not been sold through the official distribution channels of Xiaomi in, Spain, Poland, France Italy or in Benelux region, these might be direct imports from Asia or other parts of the world. Xiaomi Authorized Service Centres will only accept official products for service. Hence, for clarity, consumers who have purchased non-official products should refer to the seller directly to get the service or supported needed. Before a retailer can process a request for service and send a device to the service center for repair, the device should be checked if it is an official xiaomi product through the following link provided by Xiaomi If the device was found non official, the device should not be sent to service and the consumer should be advised to contact the reseller where they have bought the unit from If an non-official product has reached the service center by mistake, the retailer will be charged with the two way logistics cost in addition to the handling fee and the device will be returned back to the retailer as is ( unrepaired). 1.2 What is covered by Xiaomi Warranty XIAOMI warrants that the Products are free from defects in materials and workmanship under normal use and use in accordance with the respective Product user manual, during the Warranty Period (defined below). Note: The invoice or a proof of purchase must be presented before the services can be offered under warranty The Warranty Period: a.for the xiaomi device and its original in-box accessories, the following warranty period table applies. Inbox Warranty Period Main Device 24 Months Battery 24 Months Charger 24 Months USB Cable 24 Months Earphone 24 Months

4 B. for the standalone accessories (accessories sold separately without a device) Outbox Warranty Period Charger 6 Months USB Cable 6 Months Earphone 3 Months Non-Electrical ECO Product* 15 Days The Non Electrical products include products such as Xiaomi backpack, Xiaomi sunglasses, Xiaomi umbrella and towels,ect 1.3 What is not covered by the Warranty This Warranty does not cover defects and damage resulting from: a) Normal wear and tear of the equipment or otherwise due to the normal aging of the equipment. b) The Product being used other than in a normal and customary manner. c) Any disassembly, repair, alteration or modifications carried out by anyone other than XIAOMI or an Authorized Service Center. d) Misuse, abuse, negligence or an accident howsoever caused. e) Improper testing, operation, maintenance, installation, or any alteration or modification of the Product. f) Spillage of food or liquids, corrosion, rust or the use of wrong voltage. g) Scratches or damage to plastic surfaces and all other externally exposed parts due to normal use. h) Use outside of permitted use under the Product s user manual. 10. This Warranty will not be available: a) if the serial number or warranty seal on the Product is illegible, has been defaced or removed; or, b) without any proof of purchase. 11. The Warranty applies to the Product as originally supplied. The Warranty does not apply to any software or other equipment owned by XIAOMI or third parties however, you should check the end-user license agreement, separate warranty/ guarantee statement(s) and/or any exclusions which are provided or intended to apply to such items. 1.4 Consumer responsibilities Before delivering your Product to XIAOMI or an Authorized Service Center for service under this Warranty, the consumer should make a backup copy of the contents of your Product and

5 remove all personal information and disable all security passwords and consumer should log out Mi account and google account on phone. 2. DOA POLICY AND DOA VALIDATION CRITERIA General DOA Terms and Conditions: 1. DOA Coverage Period from purchase date: 7 days 2. In order for a device to be considered for a DOA claim, the device should have a manufacturing failure. A refund request for no reason is not accepted by Xiaomi and the device will not be eligible for a DOA claim. 3. DOA Claim can be only made if the consumer brings back the complete box including the device with all in-box contents altogether to the retail location where they bought the unit from within the coverage period mentioned in point 1 above. 4. The Original Proof Of Purchase ( POP) should be presented by the consumer to the RETAILER outlet and a copy of it should be retained by the outlet. 5. The device or other box contents(main Device+Battery+Charger+USB Cable+Earphone and any other in-box accessories)do not show any visible signs of customer abuse and all in-box contents should be in-tact.( only external signs of abuse should be checked by the outlet) In order for the Retailer/hub outlet to proceed with the DOA claim processing, all of the above terms and conditions should be met. If one or more of the above requirements cant are not met, the DOA claim should be rejected towards the end user and an in warranty or an out of warranty repair service can be offered to the consumer instead. Note: B2X and its repair partner s (B2X Service CENTER) role will be limited to the DOA screening and sharing screening results with Retailer Shop, the refund and/or replacement process for the approved DOA claims will be the responsibility of Xiaomi or Xiaomi s distributor respectively.

6 3. End to end return process flows Benelux Region The main process steps can be summarized as follows: The consumer walks in to one of the retail Outlets to make a service request ( either a DOA replacement/refund, in warranty or out of warranty service request) The RETAILER shop to send the device(s) to the Central Warehouse in the country, the Central Warehouse will in turn registers the claim with the necessary consumer and product information into the agreed RMA template or data transfer system agreed between Xiaomi and the retailer and send it to B2X repair service center Note: The communication language on the RMA requests should be in english Once the RMA is created and reaches the RMA system of B2X repair partner service center, the logistics provider (appointed by B2X) will be notified to collect the device(s) from the designated Central Warehouse via DHL express( Appointed courier by B2X). The device(s) will then be shipped to B2X repair center partner in Poland, the device(s) belonging to the same RMA/batch will be returned back using B2X logistics partner after the service have been completed. After The device(s) are delivered at the repair site, one of the following services will be conducted based upon the return type, a same unit repair without refurbishment will apply: a. In warranty Repair: Repair Type> Same Unit Repair( Repair Only without refurbishment) The repair process will be conducted by B2X repair partner service center within the agreed SLA) and device will be delivered back to the central warehouse and consumer

7 should collect his device back from the shop after getting a notification from the RETAILER that the device is ready for pickup. b. Out Of Warranty Repair: in case the device was found out of warranty or if the customer initially asked for an out of warranty repair service, B2X service center in Poland will run the necessary testing and submit an out of warranty service quote via the portal or per and await further notification from the central warehouse if the consumer accepts or rejects the quote. In case the consumer accepts, the device will be repaired and returned back to the central warehouse and the cost of repair will then be invoiced by B2X Service center to Retailer who already collected the payment from the consumer. In case the consumer rejects the quote, the device will be retuned unrepaired and the consumer should be charged against the handling+ logistics fees( a fixed fee will be pre-agreed against rejected OOW quote and consumer should be made aware of this potential cost at Retailer shop before sending the device for repair via the central warehouse) c. DOA screening: before a DOA RMA can be registered on the system, Retailer Shop will do a DOA check to insure that DOA terms( highlighted in section 2 above) are met, if yes, a DOA RMA needs to be registered into the portal or sent per and device will be picked up by B2X repair partner from the central warehouse, and if not, the consumer will be proposed a warranty or an out of warranty service. After the device(s) has been picked up by B2X courier, a 2 nd screening process will be conducted by B2X Service Partner center in Poland to insure that the claimed device meets the DOA criteria defined by Xiaomi and covered under section 2 above. If the device is DOA accepted, then it should be quarantined at B2X REPAIR PARTNER CENTER warehouse and a DOA acceptance note should be

8 communicated to RETAILER via the data transfer system agreed or per , the retailer can then proceed and replace the device or refund the consumer. In case the device was rejected as DOA, the device should be sent back unrepaired to the central warehouse with a fault report detailing why the device does not meet the DOA criteria. Xiaomi will pickup the accepted DOA devices from the service center warehouse on a regular basis and the retailer can raise a credit note towards the Distributor/Xiaomi as per the agreed terms and conditions between Xiaomi and the retailer in this regard The complete end to end process flow chart can be found under figure 1 below: Figure 1 Xiaomi Benelux_Return Proc 4. Service related costs/fees 4.1 In warranty Repair : for all returns, Xiaomi will bear the cost of 2x way logistics( pickup and return to the shop) organized by B2X + labor fees+spare parts fees. 4.2 Out of Warranty Repair: Customer accepted quote: Consumer will be charged with the cost of logistics 2 ways+ labor cost+ spare parts cost based upon the end user pricing defined by Xiaomi. Customer rejected quote( Return unrepaired): Consumer will bear the cost of 2-way logistics+ handling and screening fee( Labor Fee), a fixed fee will be defined and agreed between Xiaomi, B2X

9 4.3 DOA screening service: Xiaomi will bear troubleshooting fee and transportation cost 4.4 BER: an OOW repair will be considered as BER only in case the total estimated cost of repair will exceed 85% of a commercial unit price if available or using the POP price. In such a case, the unit will be returned unrepaired to the retailer, and then, the retailer may offer the consumer a replacement device at a special rate based upon the retailers own policy. Customer will bear the cost of 2-way logistics+ handling fees in any case. No Fault Found Fee: In case the device was determined to be no fault found, the device will be updated to the latest software and returned back to consumer, Xiaomi will bear troubleshooting fee and transportation cost 5. Repair Turn Around Time: In warranty Repairs-Target customer TAT: 14 days including repair and transport time Out Of Warranty Repairs-Average customer TAT: 14 days+ quotation acceptance time DOA Screening-Average Customer TAT: 7-14 days including screening process and 1 way transport to the service center. TAT is measured from the time the RMA request was made by the central warehouse till the time the device is shipped back to the retailer in

10 6 Service Center Address a.repair Service Center contact details: A. address: For RMA requests, please attach the filled in RMA template below and send it per to the following To: CC: B.Prealert Template: The below template should be used and filled in by the retailer or the carrier to request an RMA from the service center RMA Request.xlsx