FAQA For Customer service Department.

FAQA For Customer service Department.

  1. KSA Mini PC / units that need to be repair takes time to repair so what will be the alternative method we can use to resolve case ASAP?
    Ans: Provide replacement of same range for e.g.: if unit is of 100 AED so we will check unit of 120 AED or in same range and replace with that. Or else if customer is not accepting then issue CN and use this repair unit for future replacements.
  2. Regarding AFox GPU card or any GPU cards and if still customer is not ready then what to do?
    Ans: Share the tentative time it will take to repair with customer if still customer is not ready to wait then Issue the Credit note/GI to customer and use repair units for future replacements.
  3. What we can do with if we need to ship units to the vendor for repair.
    Ans: If the shipping cost is 1/3rd of the unit cost then proceeds with the shipping to the vendor.
  4. If logistics are taking time to issue CN and GI, what will we do for both KSA as well as for Dubai Customers?
    Ans: We can request Masoom to issue CN and also, he will check whether he can issue GI or not.
  5. If MBUZZ build workstation found DOA then what process need to be follow?
    Ans: MBUZZ build Workstation found DOA proceed with the collection of the unit and bring the unit to the Service center. But if customer is not ready for this and requesting for Service engineer on site then take managements approval foe site visit.
  6. If RMA request is raised by E-Commerce customer then what will be the process customer service department need to follow?
    Ans: Process will be followed same as we follow for other RMA units but in E-commerce case we will only issue replacement or refund.
  7. Customer service Agent can register RMA vendor portal or towards vendor?
    Ans: Yes, Customer service Agent or ticket owner can registered the Case directly on vendor portal or with vendor. For applying the RMA please refer SOP with respect to vendor.
  8. If particular P/N is not available but alternate P/N is available for replacement what steps need to be taken?
    Ans: In this case reach out to the PM(Product manager), check availability and take confirmation from PM. Also, check with customer whether they are agree with the alternative part that we are about to replace with.
  9. What steps need to be taken by agent after Unit is repaired in MBUZZ SC.
    Ans: Agent should asked the QC team to perform QC on the system and based on their approval agent can ship unit to the customer.
  10. What to do with Faulty RMA units Of super Micro when they are replaced by new part or repaired.
    Ans: Ship SMC faulty RMA unit with all the RMA units to Dubai WH. Then Ship the Faulty units to respective supermicro Region.
    For e.g.: If ARS or Repaired unit received from USA/Europe/Taiwan region then ship Faulty unit to USA/Europe/Taiwan Region.

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