Customer Service Digital Playbook

TAIWAN

7i

OTHERS ( i.Warranty )

Notified Warranty request was rejected and have to issue New Order. ( Same process per ORDERS_2 Flow )

Send Warranty claim form with following details:- -> Switch details: BOM#/CAT#/SO#/Serial# -> Service report ( supported pictures, videos -> Description of fault

Received updates from Hub CS WR has been send out

OG Customer ASCO Hub CS

EMAIL

1> Receive claim form from customer . 2> Create BFO to ASCO Power Technical Support Team

Enter a Zero-Value Warranty order to BP100 . 1> Sold To: 108004 / Ship To: 108005 2> Upload Warranty claim form and ASCO AE approved email to

1> Update customer shipment

Revert back customer warranty NOT approve and require to follow normal Sales Order ordering process.

Monitor SSD and submit export Shipping document to ASCO Shipping

technicalsupport@ascopower.com for validation of FOC Warranty claim via email. 3> System generated a Case# (for example >> Schneider Electric Case # 110311975 4> Should Technical Support did not response within 1 business day, we can go to bFO to check who is the assigned Case Owner .

tracking# and screenshot of packing details 2> Upload CIPL to RSS.

Team prioir completion

Infoweb Record Retention, RSS

Validate if item is under

NO

ASCO Power Technical Support Team

YES

1> received export paperwork from hub CS, review correctness update in JDE and release to TX/NC shipping team . 2> Package and ship out order upon completion under Incoterm 2020 :DAP and to add " Customs Clearance and fees to be paid by the Seller ( ASCO US factory) below the DAP Incoterm in export shipping docuemnt.

ASCO US factory

FORMS:- Warranty Replacement form

NOTE:- WARRANTY Sold to: 108004 WARRANTY Ship to: 108006

7