NSC Product Service SOP 2019 v2.0
Page 9
Failure
ID
Complaint
Troubleshooting Steps
Covered Under Warranty: 1-to-1 Exchange
NOT Covered Under Warranty: NO Exchange
6
Allow Exchange
Not Eligible for Exchange
a
Water seepage
- Water or
condensation
can be seen in casing but
cannot see obvious cracks due to misuse or wear and
tear
- Water or
condensation
can be seen in casing and
there is obvious cracks due to misuse or wear and
tear
AND
- Customer did not wear tracker for swimming
- Water or
condensation
can be seen in casing and
there is no obvious cracks BUT customer wore
tracker for swimming
- Water or condensation can be seen in casing and
tracker is NOT functioning / touch is not sensitive
- Water or condensation can be seen in casing
BUT tracker is still functioning
7
Allow Exchange
Not Eligible for Exchange
Battery Related
Issues:
1. Observe casing for bulge/ leakage/ cracks
- Battery bloated causing casing to bulge
- Battery leakage
Battery life is not lasting
a
b
c
d
Battery life not lasting
Cannot Charge
Casing Bloated
Battery Leakage
a. Check 1: If “Date Collected” to current date is less
than 6 months from date of collection or date of
purchase, proceed to exchange tracker. Else, tracker
exchange is NOT allowed. If “Date Collected Date” is
empty, go to Check 2.
b. Check 2 - if customer purchase the tracker from
Activate's distributors / HPB CCC
• Ask customer for sales receipt as proof of purchase.
If date of receipt to current date is less than 6
months, proceed to exchange tracker. Else, warranty
period is expired and tracker exchange is NOT
allowed.
- Battery damage due to external impact -
perform visual check on casing for mis-used (eg
dented, casing cracked, etc)
- Battery damage due to water seepage - refer to
Item 8 for checks
- Battery damage due to mis-used (cracked
casing)
1. Conduct visual checks on casing for cracks
2. If water or water vapour can be seen in casing and there is no obvious
cracks, ask if customer wore the tracker for swimming
