Forest Rock Systems (UK) Returns process
Step 1 - Product Warranty:
All requests for returns, must first be confirmed that they are still within warranty. To do this, please ask the customer to provide as much information as possible. For example: if it is a JACE ask for the Host ID and check via the Serial Number on Niagara Central (Audit Trail) when it was shipped, not licensed. If it is under warranty, go to step 1A. If it is not, go to step 1b.
Step 1a - Product is within Warranty:
If the product is within warranty, it must first undergo a remote diagnosis. Ask the customer to raise a ticket with support via the email address, including as much information as possible. If at this stage, it is clear the product is faulty, proceed to step 3.
Step 1b - Product is out of warranty:
If the product is no longer under warranty, you can ask them to raise a ticket with support so a remote diagnosis can be performed but inform the customer and support team that if it is confirmed as a hardware fault, it is in fact out of warranty and therefore is ineligible for return/repair.
Step 2 - Remote Diagnosis:
Ask the customer to carry out a remote diagnosis to confirm whether the item needs to be physically returned. Request screenshots or a video of the issue, and use WeTransfer for large files.
If a return is required, forward the details to the sales team along with instructions for processing.
Step 3 - Generate a Returns Note:
Please ask the customer to raise a PO for a replacement piece of kit we will ship out, informing them that if it is determined faulty, we will raise a credit note. If it is faulty as a result of user error, we will invoice against this PO and return the unit to them with a report on the outcome of our tests.
Create returns note for the customer, generate a returns number, and save it in the correct folder on the sales SharePoint in the RMA folder. Returns numbers are generated in this format: TODAYSDATE / NUMBER OF RMA TODAY. For example. 230524/1. Email the customer the returns note and ask them to include this in the delivery when they send it back.
Step 3a - Physical Investigation:
When the item is returned to the sales team, it must be booked in for a member of the support team to perform physical tests on the product, within 4 business days of it being returned to us, unless the technician has already confirmed that it is faulty, then proceed to step 6.
Step 4 - Carrying out the physical tests:
Using your technical expertise, based on the reported issues, carry out the necessary tests and report it on the already created returns note on the SharePoint.
Pass the equipment back to the Customer Services team for them to move it forwards.
Step 5 - Updating the Customer:
Based on our investigations, please update the customer accordingly.
Step 5a - Confirmed Faulty:
Confirm to the customer it was in fact faulty, send them a copy of the completed returns note and advise them we will credit their replacement PO.
Step 5b - Not Faulty:
Confirm to the customer it was not found to be faulty, send them a copy of the completed returns note and advise them we will invoice against their replacement PO.
Step 6 - Return to Manufacturer:
If faulty, start the returns process with our supplier of the product, in line with their returns process.