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Product Replacement Exchange Unit Rejected and Not Installed

Topics:

  • New unit delivered for RMT scratched or wrong unit
  • Replace unit that is part of RMT but being rejected for any reason
  • New RMT unit needed for rejected unit not installed
  • RMT rejected for shipping box damage, wrong unit in box, wrong unit ordered

Answer:

If a new unit that is part of an RMT is rejected for any reason, a new product replacement ticket should not be created.

  • A unit that has never been installed should not be tagged as a replaced product.
  • Units can often be credited back into stock and resold as new.

If a customer, installer, Product Distributor, or FSM calls a Customer Advocate, Product Support Rep, or Technical Service Advisor, and the installer is still in the home:

  1. Do NOT create a new RMT.
  2. Ask to speak to the installer.
  3. Instruct the installer to take the unit back to the distributor if customer is rejecting the product.
  4. Use the examples below to document issue on the original RMT ticket:
    • ​Note the serial number, if available.
    • Note issue on RMT ticket:
      • Box was damaged, customer refused product replacement, installer returned unit to distributor. FPS, please order new product.
      • Wrong unit in box, customer refused product replacement, installer returned unit to distributor. FPS, please order new product.
      • Wrong unit ordered, customer refused product replacement, installer returned unit to distributor. FPS, please order new product.

Field Service Managers, follow these same steps if contacted by an installer or Product Distributor directly.

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