RETURN PROCESS DESCRIPTION FOR DEAD ON ARRIVAL HARDWARE UNITS
FOR LEXMARK END USERS
To improve Customer Service standards Lexmark has created a Return Process Description for Dead on Arrival & Defective Hardware Units intended to End Customers.
In case of defective printer detected, End Users are requested to call Lexmark Hotline prior to sending the defective unit back to their Reseller/Service Partner where the unit was purchased.
Lexmark Hotline team will diagnose if the defective printer needs to be shipped back to the place of purchase or if the issue can be fixed by Lexmark Service Team. If return is needed then Lexmark issues a Defective Certificate that is mandatory to be stuck on the printer box (see section 6 below) as accompanying document that is tracked through the entire reverse logistic channel from End User to Lexmark Return Center.
On the following pages you will be led through the DOA HW claim validation process step by step starting with the End User phone call / email to Lexmark Hotline, followed by the creation of Defective Certificate by Lexmark up to physical goods receipt at Lexmark Return Center.
In case replacement printer is needed to resolve the claim, a new printer will be installed at the End Customer’s site arranged by Lexmark or contracted Service Partner (or Indirect Lexmark Partner).
Should you have any queries regarding the new return process please feel free to contact your Lexmark Hotline Representative for further assistance.
2. Table of Content
|Chapter Code||Chapter Title|
|2||Table of content|
|3||List of acronyms|
|4||Defective Certificate driven DOA HW reverse logistic process flow chart|
|5||DOA/Defective Hardware process & Use of Defective Certificate|
|6||Defective Certificate sample issued by Lexmark Hotline operator for DOA/Defective HW unit|
3. List of acronyms
|DIST||Distributor / Wholesaler|
|DOA||Dead on Arrival|
|E2E||End to End|
|GSCO||Global Supply Chain Operations|
|GSO||Global Service Operations|
|OSR||On Site Repair|
|RLS||Reverse Logistic Solution|
|SR#||Service Request Number|
|TSC||Technical Support Center|
|WHS||Wholesaler / Distributor|
4. Defective Certificate driven DOA HW reverse logistic process flow chart
5. DOA/Defective Hardware process & Use of Defective Certificate
Please note that DOA/Defective return claims will only be processed by Lexmark if defective certificate number is provided with the claim.
To get defective certificate number End Users need to call Lexmark hotline for troubleshooting. If the problem can not be fixed on the phone then Lexmark hotline operator provides solution proposals to End User (Reseller/Retailer).
Defective certificate is created by the Hotline in case the End User is advised to return their defective product to their Reseller/Retailer/Service Partner (RLS: Reverse Logistic Solution).
|Step||#||Action title||Action description||Remarks & Comments||R||A|
|1.1||End User contacts Hotline / Service Partner for Technical Support Center (TSC) support||End User needs to be prepared to follow troubleshooting instructions||EU|
|2.1||TSC Troubleshooting||Diagnoses, tests & resolutions on phone or by email||TSC|
|2.2||Problem resolved||Printer is set up or fixed on phone||Phone Fix Solution||TSC|
|EVALUATION||3.1||TSC evaluates solution scenarios||Solution scenarios
2) Reverse Logistic Solution (RLS) / Defective Certificate solution (pdf)
|This action is applied if problem cannot be solved via phone or email||TSC|
|EVALUATION||3.2||Solution proposal advised to End User||TSC|
|RLS||4.1||Reverse Logistic Solution (RLS)||Defective Certificate issued by TSC / country specific Service Team & sent to End User||End User returns defective printer to the Reseller / Service Partner with the Defective Certificate attached (see chapter 6)||TSC
|RLS||4.2||Reseller receives DOA/Defective product from End User||Reseller accepts returned product with TSC provided RLS return ticket (Defective Certificate in printed format) from End User & forwards the defective product to Distributor||Once defective product is received by the Distributor the standard return process applies between Distributor & Lexmark||RS/SP
|5||Warranty package transfer||End User calls Lexmark hotline to report the new SN to the technical support team in order to transfer the warranty package from the defective printer to the replacement unit||Once replacement SN is reported original warranty package applies on the replaced printer||EU|
|R||Responsible / task owner|
|►||EU: End User, TSC: Lexmark Techical Support Team, RS: Reseller, SP: Service Partner|
6. Defective Certificate sample issued by Lexmark Hotline operator for DOA/Defective HW unit
Please note that it is mandatory to stick the Defective Certificate document on the box of the HW unit