KB 615023 - Dead-on Arrival Handling Process

KB 615023 - Dead-on Arrival Handling Process

This article outlines the updated procedure for handling Dead-on-Arrival (DoA) product cases. The goal is to ensure faster resolution, minimize customer disruption, and streamline coordination across teams.

Process to Follow

  1. Identification & Reporting

    • If Sales or Account Managers (AMs) identify a potential DoA issue, it must be flagged to Sales Management immediately.

    • A Support ticket must be opened by sending an email to Support@mbuzztech.com, including initial issue details.

  2. Approval

    • Sales Management will review the case and, if valid, approve the dispatch of a replacement component from available internal stock.

  3. On-Site Replacement (OSS Customers Only)

    • The Technical Support Team will perform on-site replacement and collect the faulty unit only if the customer holds an active On-Site Support (OSS) warranty.

  4. Non-OSS Customers

    • If the customer does not have OSS, the Sales Manager/AM must:

      • Arrange pickup of the faulty unit from the customer.

      • Deliver the unit to the Customer Service Department for RMA processing.

DoA Eligibility Requirements

To qualify as a DoA case, the following conditions must be met:

  1. The issue is reported within 7 calendar days of product delivery.

  2. A Support ticket is raised immediately via email.

  3. The following documentation must be provided:

    • Proof of purchase or delivery

    • Completed RMA Form

    • Clear description of the fault

  4. Visual evidence (e.g., photos or videos) may be requested by the Support Team to validate the issue.

SLA – Service Level Agreement

  • All DoA cases must be fully processed and resolved within 2 working days, including:

    • Case validation

    • Replacement dispatch

    • On-site replacement or pickup

    • Initiation of vendor RMA

Responsibility Matrix

Department
Responsibility
Sales / AM
Identify and report DoA, open support ticket
Sales Management
Approve replacement from internal stock
Support TeamTrack ticket, confirm closure and resolution
Technical Support Team
Replace the faulty component onsite (if OSS)

DoA Exclusions

DoA cases do not cover the following:

  1. Damage caused during transit by third-party logistics providers

  2. Faults resulting from installation by customer or third-party technicians

  3. Mishandling or improper setup of the product

  4. Issues caused by software incompatibility

  5. Used, demo, or clearance stock, unless otherwise agreed upon

For any further clarification, please contact the Support Team at Support@mbuzztech.com.


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