Product Replacement Process

Topics:

• Customer or field partner requesting product replaced or refund for unit
• What to do when a customer would like a unit replaced
• How to process a product replacement request, pro-rate, new product reimbursement
• How to use the product replacement tool; how to complete an RMT ticket in Dynamics (D365)
• Negotiation and decision making for replacement product
• Is a pro-rate offer in US dollars or Canadian currency for a customer in Canada?

Answer:

1. Create a Product Replacement Request Case in D365.
2. Use the product replacement tool to determine the cost for a new product.
   • The customer must pay the equivalent amount in Canadian dollars to the Product Distributor.
   • Pro-rate offers for Canadian customers are communicated in US dollars.
     • The Product Distributor will convert to Canadian currency as needed.
     • Some Canadian distributors do not accept credit cards for payment, but may accept a wire transfer. 
     • Refer the customer to the Distributor for payment options and instructions. 
   • If the Product Distributor cost for a product is needed, estimate this using 50% of MSRP.
   • If there is a product replacement situation with two units together, a new logo and handles may be needed for the unit not being replaced, so they match.
     • See Sub-Zero Logo and Square Handle Standoff Change.
     • It is also necessary to replace the dual installation heater if the unit being replaced has the heater kit attached.
     • See Sub-Zero Dual Installation Kit Information.
   • If there is a product replacement in which one product is replaced with two (that is, range replaced with cooktop and Wall Oven).
     • Select one product in the product replacement tool.
     • Note both products in the special instruction's field.
     • Add a note on the product replacement monitor page, and notify replacing one unit with two.
3. Document any follow-up communications, such as a request to revisit the terms, on the monitoring page; use "Add a Note" on the monitoring page to alert the Product Distributor, Field Partner Support, and/or Installer of changes.
4. Advise that product replacements can take up to 30 days. Product availability, scheduling of installation and other factors may affect this timeframe.

• Product Replacement Communication - Affiliated Distributor
• Product Replacement Communication - Non-Affiliated Product Distributor
• Product Replacement in Process - Exchange Unit Rejected and Not Installed