Process for Handling Warranty Claims

When a customer requests repair service under warranty for the rero:micro Coding Robot (including the micro:bit), Cytron's warranty policy applies, and the customer must be eligible to claim warranty service for their rero:micro.

  1. Request the Serial Number and Verify Warranty Eligibility:
    • Ask the customer to provide the serial number of their rero:micro Coding Robot.
    • Use the rero:micro Serial Tracking spreadsheet to check the serial number and confirm the warranty status.
    • Ensure the product is within the warranty period (as recorded in the tracking sheet).
  2. Check for Physical Damage or Burn Marks:
    • Request clear pictures of the rero:micro Coding Robot from the customer to inspect for any physical damage or burn marks.
    • If physical damage or burn marks are present, the warranty is void. Inform the customer that the repair will proceed under the "Not Covered by Warranty" process.
    • If no physical damage or burn marks are found, proceed with the warranty claim.
  3. Shipping Arrangements (Covered by Cytron):
    • Inform the customer that shipping costs for both sending the product to Cytron and returning it after repair will be fully covered by Cytron Technologies.
  4. Warranty & Return Form Submission:
    • Ask the customer to complete the Warranty & Return Form on the Cytron website.
    • If the customer cannot fill out the form, please collect the following details manually: Name, Email, Telephone, Shipping Address, and Preferred shipping method (J&T, GDEX, or PosLaju).
    • If the customer prefers pick-up by GDEX, confirm with Abang Zam to arrange the pick-up.
  5. Approve Warranty and Arrange Shipping:
    • Once the form is submitted (or details are collected), approve the warranty claim.
    • Arrange an Air Waybill (AWB) for the customer to ship the product to Cytron for repair.
    • Ensure the customer is informed of the shipping process and provided with tracking details.

Key Notes for Support Staff

  • Always verify the serial number using the provided tracking link to confirm warranty eligibility.
  • Physical damage or burn marks automatically void the warranty—be thorough when reviewing customer-submitted pictures.
  • Ensure all customer details are accurately recorded, whether through the form or manual collection, to avoid delays in shipping or repair.
  • Coordinate with Abang Zam promptly if the customer opts for GDEX pick-up to ensure timely collection.