Process for Handling Repairs Not Covered by Warranty

When a customer’s rero:micro Coding Robot (incl. micro:bit) is either out of warranty or the warranty is void (e.g., due to physical damage or burn marks), follow these steps to manage the repair process:

  1. Inform Customer of Repair Charges:
    • Notify the customer that there will be a repair fee since the product is not covered by warranty.
    • Provide the following cost breakdown:
      • The base repair fee (if no motor replacement is needed) is RM30 per unit.
      • Motor replacement fee (if required): RM20 per motor.
    • Example: If a unit requires repair and one motor replacement, the total cost would be RM30 (base fee) + RM20 (motor) = RM50.
  2. Shipping Arrangements (Covered by Customer):
    • Inform the customer that shipping costs for sending the product to Cytron and returning it after repair will included in the quotation.
  3. Request Serial Number for Return Record:
    • Ask the customer to provide the serial number of their rero:micro Coding Robot.
    • Use the serial number to create a Return Record in Cytron’s system.
    • If the customer has an account with Cytron, they can fill out the return details via their account.
  4. Warranty & Return Form Submission (For Record Purposes):
    • Even though the repair is not covered by warranty, ask the customer to fill out the Warranty & Return Form on the Cytron website. This is required for Cytron’s return record.
    • If the customer is unable to complete the form, please collect the following details manually and fill out the return record on their behalf: 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. Arrange Shipping to Receive the Product:
    • Arrange an Air Waybill (AWB) for the customer to ship the product to Cytron for assessment and repair.
    • Ensure the customer is informed of the shipping process and provided with tracking details.
  6. Send Quotation and Confirm Agreement:
    • Prepare a quotation based on the repair needs (e.g., RM30 for base repair and an additional RM20 if a motor replacement is required).
    • Send the quotation to the customer via email and ask them to confirm whether they agree to the repair price offered.
    • Wait for the customer’s confirmation before proceeding with the repair.

Key Notes for Support Staff

  • Communicate the repair costs to the customer (RM30 base fee, RM20 per motor replacement) to avoid misunderstandings.
  • Ensure the serial number is recorded accurately to create the Return Record, whether manually or through the customer’s account.
  • The Warranty & Return Form is mandatory for all repairs (even out-of-warranty) to maintain proper records and assist customers who cannot fill it out themselves.
  • Shipping is covered by Cytron both ways, so reassure customers that they will not incur shipping costs.
  • Coordinate with Abang Zam promptly if the customer opts for GDEX pick-up to ensure timely collection.