CONVERSATION WITH CUSTOMER PRIOR TO SENDING RMA VIA EMAIL 


CSR: Thank you for taking the time to run through diagnostics with me today. We had hoped that we could get your device working for you but, because we were not able to we will be creating an RMA.  This is a "Return Merchandise Authorization" number that will identify that this is your device and will help expedite the RMA process in getting the device back to you.


CSR: Maintenance & Cleaning of your device-for your device ___________- refer to the UG for the device that they have and provide the customer with the Maintenance & Cleaning Instructions.  Make sure that device is cleaned prior to returning.


 NOTE: For customers returning a Panel or device that includes a white "travel bag" - make sure to hand wash and air dry the bag before returning. 

If the device is returned inside the bag and the bag is viewed as dirty the QA Team will be hesitant  to open the bag and run warranty testing on the device. Device will not be tested and returned without testing "as is".


                                                                            VERY IMPORTANT: 
                            Please make sure that this RMA number is on the outside of the box.


I would  like to go over with you a few pieces of information that will also help with receiving and turning around your RMA in a timely fashion.


CSR: Read to customer instructions 1 through 6 below:


CSR: You will be receiving an email from us with your RMA and this information that I have reviewed with you.  I know that we have covered a lot of information, while I have you - do you have any questions that I can help you with?

AGAIN: Please make sure that the RMA # is on the OUTSIDE of the box when you send it back.

CUSTOMER REPLY/COMMENTS: ______________________________________________________________________________________________