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Process for handling Special Board SWAP Cases Step Description 1 2 3 4 5 6 7 Reliance will send a mail to LG HO about the special cases with Customer name, MDN, location. LG HO will inform the nearest ASC by sending a mail with customer details and ask that if that customer visit ASC, then he will need to do board SWAP, and if it is O/W ASC will send a copy of that e-mail, with the job sheet for P 2 P replacement. A copy of e-mail will be marked to respective BSI and Mr. V. Bajaj. (Warehouse) LG HO will Inform Reliance Customer care, to ask the customer to visit the nearest ASC. Reliance will inform the Customer to visit the ASC (decided by LG). or LG HO will ask the customer to visit the ASC. Once the customer visit the service center; ASC will do Board Swap (irrespective of In warranty or out of warranty). If PCB found Customer abused, ASC will inform LG HO ([email protected] com) and he in turn will communicate with Reliance regarding the Case. ASC must attach the HO mail (Board swap Mail) copy along with the job sheet and in claim sheet mention “approved” For P 2 P replacement. Ware house person will check the Claim sheet if mentioned “approved” and whether email from boardswap id has accompanied the job sheet, and the MDN matches, if so Warehouse will pass for P 2 P replacement. Challenge & Leapfrog 424 Notice Responsibility Mr. Vijay K Narayanan Subhendu K Raj Reliance Customer Care ASC Mr. Bajaj LGEIL I&C Div.
Procedure to enter call for Special board swap cases. Case 1: If the hand set out of warranty by serial number/Activation date but functionally ok. Action need to be taken: Accept the handset for Repair and enter the call in SPX as Warranty type : I Call type : R. SVC type : CI. Symptom code: R 2, Defect Code : R 2, Repair Code : F 2 Mention Special case approved by Mr. Subhendu, in Remarks column Note: Do not take any charges From Customer. Remarks: The Job will be initially rejected by system. Mention the LG Job number on the mail received from Boardswap id, for special Board swap and reply. Case 2: If the handset is out of warranty by serial number /Activation date but defective (can be covered under “B” type) Action Need to be Taken: Repair it in B’type warranty and Enter the call in SPX as Warranty type: O Call type : B. SVC type : CB Symptom code: As per “B” type fault list, Defect Code : As per “B” type fault list, Repair Code : F 2 Note: Repair Charge as per “B” type will be applicable. Case 3: If the PCB has Track broken or damaged do not do Board SWAP and mail to [email protected] com Mentioning the defect. Note: Customer needs to pay the full PCB cost if he wants to repair. If ASC found any discrepancies in RSN, MDN and Model from the details in Mail for Special board swap case mail to [email protected] com. Challenge & Leapfrog 424 LGEIL I&C Div.