| Introduction Policy is a set of rules that need to be followed. They are set by our corporate office. Policy is the outline for our business model and must be adhered to. How Policy is Different From Technical Technical troubleshooting is a series of steps that we perform in order to fix a problem. Policy is the dictation of whether or not we can help someone with a given issue and if we can help them how can we help them. It is very important to understand policy because it tells us what we can and can’t do. With the resources that can be found on the internet just about anything can be trouble shot; however we only have a limited scope of support. Scope of support is the boundaries with which eMachines has set up for us. They are only willing to support so much with their systems, like all manufacturers. General Things We Can Do for the Customer Our main goal is to fix the computer over the phone. It is both the cheapest and easiest for eMachines and for the customer. This is not always possible because there is always a chance that something has physically failed. Since the parts in a computer are not indestructible and are vulnerable to wear and tear like everything else we also have the option of sending parts out and having the customer send the entire system into us for repair. Service Options Available eMachines offers customers a whole variety of service options when it comes to standing behind their products. Each item below is presented in the order you offer them to a customer. Phone Support Customers call us on the phone because it’s the fastest way to have their problem resolved. Not every problem can be solved over the phone. eMachines provides several other options however phone support is the first line of support. First Call Resolution Just because phone support is the fastest way to a resolution does not mean that customers enjoy spending the time doing it. Don’t force the customer to have to call us more than once about the same problem. Do what you have to in order to ensure the customer’s problem is resolved on the first call. This may include researching the answer or asking someone else for help. Long Distance Charges eMachines does not provide a toll-free number for technical support. The primary reason for this is because it allows them to price systems below the competition. It is also important to note that only a small percentage of customers ever have to call technical support, and those who do are generally off of the phone in less than 15 minutes. Rather than tacking on additional fees to the retail price for every customer, many of whom will never make a single call to our facility, eMachines feels it is more cost-efficient to save any charges that may apply for those who actually use the service. End User Replacement Part (EURP) The EURP provides customers an option to replace anything from mice and keyboards to power supplies and modems. As an added benefit, eMachines covers the cost of shipping both ways via FedEx Standard Overnight delivery. We ask the customer to allow 3-5 business days for delivery starting the day after the part was ordered. During this time we can provide customers with the FedEx tracking number associated with the part. Once the part is received, customers who require further assistance may also request assistance replacing the part over the phone. The Pre-Authorization Charge We don’t expect the customer to return all of the parts we send to them. However, a few select parts do require a pre-authorization charge in order to ensure the safe return of the defective part, and it is only temporary. • Credit Cards: Customers credit line is limited by the hold amount placed • Debit Cards: The money is withdrawn and deposited back upon receipt of the original part • We can accept Visa, MasterCard, and Discover • We cannot accept any other method of deposit When a hold is placed on a credit card we send notice to the bank letting them know that we may be charging that amount. At that point the bank reserves that amount for a minimum of 10-days. The bank may leave that hold for up to 30-days or longer in some cases. This is strictly up to the bank’s policy in regard to this interaction. There is nothing that eMachines can do to expedite the release of that credit hold. The bank is the only entity that can release that hold once it has been placed. Be prepared to answer the customer’s questions about the hold and what limitations there are. Depending on the bank, the cardholder may receive an overdraft charge if they attempt to spend the money that is secured in their account. That is why it is important to make sure the customer understands the pre-authorization process. Parts we can EURP Each of the following items require a pre-authorization charge before we can EURP: • Hard Drive ($75) • Memory ($75) • Optical Drives ($75) • Monitor for Advanced shipment ($98) • Notebook Adapter ($75) • Battery ($75) • Special Monitor Power adapter ($75) • Restore CD ($20 non-refundable charge) The following items do not require a pre-authorization: • Mouse • Keyboard • Power Cord • Speakers • Modem • LAN card (whether or not it is integrated to the motherboard) • Power Supply • Floppy Drive • Floppy Disk Driver eject button • Next Gen Front bezel power button plate (note this is not the full bezel) • CPU Fan and Heat Sink • 8-in-1 Media Reader Return Merchandise Authorization (RMA) There are some problems that require professional diagnosis and repair such as CPU, motherboard, and memory problems. The RMA provides the customer with the option to have the system repaired in our warehouse. As an added benefit, eMachines covers the cost of shipping both ways via FedEx Standard Overnight delivery. We ask the customer to allow 10 business days for delivery, once the shipment has reached our warehouse. During this time we can provide the customer with FedEx tracking numbers, as well as the status of the repair. Many times this procedure is accompanied by a full system restore to eliminate the possibility of a software problem. That is why it is important to encourage the customer to backup important information before proceeding with the RMA. It is also important to ask the customer to remove any third-party hardware prior to the RMA. Issuing a Looper RMA When a customer is issued an RMA there is a slim possibility that the system could return returned with the same problem. Though this should never happen, if it does you will need to set up a “Looper RMA”. This type of RMA is faster than a normal RMA and also goes through a higher priority quality assurance and burn in testing. When this happens we want to do everything possible to make sure that when the system gets sent back it will be fixed. Authorized Service Center (ASC) An ASC is a place where the customer can take their system. There are four authorized service centers currently available: Best Buy, Comp USA, Circuit City, and Fry’s Electronics. In order to qualify for ASC repair, the customer must be within 14 months of the manufacture date, the customer needs to have the original purchase receipt with them when they bring it in for repair, and it cannot be a refurbished system. Circuit City only takes systems purchased at Circuit City. The time it takes to repair the system depends on the store. Some stores have the ability to fix the system in-house and then call the customer back and have them just simply pick it back up. Most stores, however, end up sending it to a warehouse. With this in mind we should never refer the customer to an ASC for faster service. In-Home Service This option is only available if the customer has purchased the Extended Service Plan (ESP). As stated in the warranty that comes with the ESP, in-home service is issued at our own discretion. CRM approval is necessary before offering in-home service to a customer. This is something we only do in circumstances where we are at fault. Only ESPs sold from May 13, 2003 and beyond are eligible for on-site service. In-home service does not require any sort of pre-authorization charge. Disposable parts cannot be sent via in-home service. EURP vs. Restore It is important to maintain the balance of good customer service and cost efficiency. In the spirit of customer service, first call resolution, and cost efficiency we must eliminate all possible software issues prior to the replacement of any hardware. RMA vs. Restore Whenever possible the system should be restored prior to issuing an RMA. This is important for two reasons. First, the system will likely be restored at the warehouse. Second, software issues must be eliminated as they may be the cause of the malfunction. Systems are restored by the warehouse to eliminate software issues and to avoid any potential privacy issues with the customer’s personal data. If a customer ever brings up that concern simply explain that the warehouse will run a restore once they receive it and repair it. Escalating a Part, RMA, or Refund Request What is an escalation? An escalation is a situation where the agent is unable to resolve the situation by themselves and requires the assistance of a CRM. What should I tell the customer? The customer is never to be told anything about corporate having to fix something or even mention the name “supervisor”. They are simply to be informed of it as being escalated through the appropriate channels to make sure that the situation gets resolved. One way to describe what an escalation is to a customer is that we are sending a note to the warehouse for them to check on the given situation. There is never any time estimates for when an escalation might happen. An example of what might be said given a certain situation is as follows: • Situation: Customer received the wrong part • Statement to customer: “I have escalated this through the appropriate channels to ensure that you get the correct part in the soonest possible time” Part Escalation A part can only be escalated after 2 business days if we have it in stock or 5 business days if it is not in stock. This is if the part hasn’t been received. Other circumstances such as the part is sent to the wrong address or didn’t get a return label can be escalated as soon as the customer calls in. RMA Escalation A RMA can only be escalated if the customer has not received their system back 10 business days after it was received at the warehouse. If a customer calls in wanting their system back before this 10 business days we will simply ask them to call back at a later time as not enough time has passed to indicate anything is wrong with the RMA process Refund Request All refund requests must go through a CRM as an escalation where they will be escalated to our corporate team. Corporate will make the determination if a refund is warranted. In the case of a refund eMachines corporate will refund it back to the original card. If for whatever reason the card they originally used is no longer available a corporate representative will call them back and get the current card number or discuss the options to get the money refunded. If the refund is denied the corporate will team will notify a CRM and the CRM will call them back. EURP Problems Right part ordered, wrong part shipped: The definition of a wrong part is a part that will not work with the system or will not fit into the system. Parts that are of a different color or of a different manufacturer does not count as the wrong part shipped. First thing to do is make sure whether or not we ordered the same part that they received and also check to make sure that the part they received is not simply a substitute. If the customer did receive the wrong part but the correct one was ordered, another part shouldn’t be automatically ordered. There is always the possibility that a problem with Helix or with the warehouse is stopping the correct part from shipping. A CRM should be contacted they will look into the issue and get it escalated. Wrong part ordered, wrong part shipped: There are a few things that can cause a wrong part to be ordered: • The wrong model was selected when ordering the part • The wrong part was simply selected • Ordering parts that seem very similar but are not the same If the part has not shipped the information needs to get passed to a CRM so that it can be escalated and cancelled before it ships. If it has been shipped then there is nothing we can do except ask they send the wrong part back with the shipping label that comes with it if it was a part that had a pre-auth on it. We would then re-order the correct part. For a part that does not require the pre-auth simply order the correct part and no action is required by the CRM. You will however want to get the agents name for who ordered the wrong part so that we can get training to them so they don’t make the same mistake in the future. Defective part was received on something that required a pre-auth: A defective part is a part that upon arrival does not function. This could be due to a software problem but if all trouble shooting options have been explored including running a restore then we need to get a working part sent. After trouble shooting has been done to determine the part is truly defective attempt to order the part again and simply ask the customer to do another pre-auth and tell them to send back the current defective part as soon as possible. If the customer does not wish to do a pre-auth a second time then talk with a CRM and in most cases a CRM will waive the pre-auth for the second part to be sent. Defective part was sent on something that does not require a pre-auth: If we send out a part that doesn’t require a pre-auth and it has been trouble shot and determined to be defective we simply need to order the part again. Make sure all trouble shooting has been done first. One suggestion and this is highly recommended is to talk with a CRM before ordering just to make sure everything that can be done has been done. Wrong address immediately after creating an EURP: We have no options for changing the address once an order has been made. There are 2 confirmation screens before the order is finalized. If the wrong address is made under an EURP you need to contact a CRM and they will cancel the order. If you were to try and order the same part again that day it will give you an error stating that one part of this type has already been ordered that day. You can ask the customer to call back and if they are upset by this arrange a callback with and through a CRM so that the customer will not have to call back. The order will need to be placed the next day. Wrong address was used and the part was shipped to the wrong address with a part that required a pre-auth: If we shipped a part to the wrong address that requires a pre-auth there are more than a few possible things to try: • See if the customer can go to where it was shipped and pick it up • Escalate it to a CRM and they will contact FedEx and see about getting the part return to us • Verify how or why we shipped it to the wrong address The issue will always have to be escalated to a CRM because we need to make sure a customer is not charged for a part that they didn’t receive. If it was our fault for why it was shipped to the wrong address very commonly a CRM will simply escalate to see about getting the part that has been sent out back while simultaneously waiving the charge to get another part sent out. Got the new part and didn’t get return shipping label with a part that requires a pre-auth: This will need to be escalated to a CRM and they will arrange for another shipping label to get sent out. A common problem is that they aren’t looking in the box and do not recognize what a return shipping label looks like. Ask them if they’ve read through the instructions in order to know what it looks like. Also commonly it will come in a plastic envelope taped underneath the labeled used to send the part to the customer. Make sure they have search inside and on the outside of the box. Customer was not there for delivery and the part got sent back to us: If the customer was not there for the delivery make sure, by looking up the tracking number, that we have already received it back at the warehouse. If it has not been received back to us give the customer the tracking number and instruct them to call FedEx as often times they will be able to get the part once again shipped to them or sometimes even get the address changed to a better address (such as a work address). If the part has been delivered to the warehouse then contact a CRM and they will escalate it to get it re-shipped. On certain occasions they will simply ask you to get the credit card information and re-order the part. Depends on the circumstance talk with a CRM and see also if the customer is willing to put another hold on their credit card. RMA Problems Address change after its been received at the warehouse: If for whatever reason, such as an extended time period for the RMA to be completed and a customer has moved, a customer wishes to change the address that will need to get submitted to a CRM. There is no guarantee that the address can get changed because what could possibly happen is as soon as the escalation is submitted the system ships out that day. Helix dose not always have 100% up to date information regarding when a system will ship and because of that and the time it takes for an escalation to process the system may ship before the address change happens. Address change on the date that RMA was issued: We do not have an option to change the address once the RMA has been issue until the system has been received at the warehouse. What will need to happen is the information will need to be given to a CRM so that they can cancel the existing RMA. One RMA can be created per day per serial number. What that means is if we cancel that RMA on that day we cannot reissue that RMA till the next day. There are two ways in which this can be accomplished. The customer can call back the next day and get the RMA reissued and everything will be taken care of then or if the CRM is willing they will call the customer back the next day to reissue the RMA. So the customer can call in or the CRM can call them back. If the CRM is to call them back it is at their discretion and depends on how the customer reacts to needing to call back tomorrow. Box forgot to be ordered: Once an RMA has been made nothing can be done to change the order. If the customer is willing just refer them to go out and get a standard box if they don’t have the original. The key is to the packing materials. Sometimes the customer will insist on getting a box once they know it as an option. In order to get a box sent out the existing RMA would need to be cancelled which can be escalated through a CRM and then a new RMA issues. System came back with damage other than what was the original problem. Example cosmetic issues: Anytime there is damage reported that is wrong with the system when coming back from an RMA we need to check the most basic things. First you will want to look into helix under the RMA information and see if any damage was done to the system when it was received by the warehouse. Should this be the case the damage was probably caused due to shipping and would not be covered by warranty repair. If helix shows no damage to the system when it was received at the warehouse and there is no damage to the box upon arrival back to the customer then we set up what is known as a looper RMA.
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