On-Site Pebble Repair Services


Purpose:To help customers claim a warranty for  Products that are eligible for  On-site Repair and Services.



Document title

Pebble Onsite Services

Current Version

1.1

Status

Live

Document Owner

Process Excellence Team

Approved by

 Chethan Kumar



Responsibility:



●       To guide customers on getting their Products get repaired Onsite 

 

Stakeholders:

 

      ●    L1_INBOUND

  • L1_EMAIL

  • L1_CHAT

  • L2_EMAIL


 

 

Reference

 

  • Tool for ticketing 



Products list for On-site service & Repairs



Products eligible for Onsite Repair Services

Titan Speaker - PBS105 Bluetooth speaker

Arena 4 Speaker - PSB201

Arena 12 Speaker - PSB301

Arena 16 Speaker - PSB302



Process Overview

 


When customers reach out to claim a warranty for pebble products that are eligible for Onsite services, we will help the customer with repair and services 



Issue – Sub issue

 

   

Group: Pebble

Type: Pebble Warranty 

Issue: Product Issue 

Sub Issue: To be escalated 


Process Overview:


Customer VOC

Next Action

Our Action

I want to claim a warranty for products 






































We will require certain information for escalating to the team









































L1 Action: L1 to ask the customer to provide more information and if the products are eligible for Onsite Service and repair, we follow this process


Ask for the below information from the customer


Product name:

Product Issue:

Product IMEI Number:

Date of Purchase:

Customer Email ID:

Customer Phone Number:

Customer Name:

Customer Full Adress:

Images and Videos:


-Inform the customer that once the complaint is raised within 2-4 days our Engineer would reach his location and check for the issue and resolve it.


Note: The services are free of cost for Non-Physical damage, within warranty. For Physical damages and out of warranty, the services are done on a chargeable basis.



L2 Action


L2 team will raise a ticket for the issue with all details and arrange for the Engineer to visit.


L2 will inform the customer that Engineer would reach the customer's location in 48 hours of time.

In case there are some parts not available, Engineer would take further time to get the parts and revisit the customer location and complete the service.

For Metro cities:2-3 days 

For Non-Metro cities:4-5 days 









Revision History:


Document created by

Sandhya.G

13/04/2023