Customer Service Digital Playbook

MALAYSIA

7i

OTHERS ( i.Warranty )

Send Warranty claim form with the following details:- -> Switch details: BOM#/CAT#/SO#/Serial# -> Replacement qty and shipping details -> Service report ( supported pictures, videos -> Explanation of problems/fault

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

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 SM US ASCOPowerWarranty Team powerwarranty@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 . 5> If incurred labor for warranty claim due to factory QC issue, customer can bill back labor charge to the following account.

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

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

Team prioir completion

Infoweb Record Retention, RSS

Validate if item is under Warranty by checking SAP serial#

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

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