WARRANTY CLAIM PROCEDURE
15
OPERA
TIONS AND SER
VICE MANU
AL
WARRANTY CLAIM PROCEDURE
1.
Contact SHOCKWAVE Technical Support Engineers (TSE)
A
.
Submit a tech question to [email protected]
B.
Contact by phone: +1.778.426.8544
2.
Our TSE will need the following:
A
.
Complete contact information including e-mail and telephone.
B.
Details relative to the issues with the product and photographs (if possible).
C.
Perform necessary trouble shooting functions to determine a cause.
3.
If the product is deemed defective and covered under warranty, the TSE will create a Technical Case with case number.
A
.
The Technical Case number is either issued to customer support for warranty replacement.
B
.
Or the Technical Case number is used to create a service technician request if deemed necessary by the TSE.
C
.
Defective parts are to be returned unless waived by the TSE.
4.
The Technical Case is used to create a warranty Sales Order (SO)
A
.
A warranty Work Order (WO) is created which creates demand for the product.
B
.
If the product is in stock it will ship within 24 hours of dispatch from technical support.
C
.
Notification of shipment is emailed at time of shipment, which includes expected delivery date and
tracking information.
5.
The Technical Case is dispatched to Customer Support to create the Return Material Authorization number (RMA)
A
.
The RMA notification is emailed within two business days following the case dispatch from Technical support.
B
.
The RMA notification contains all the necessary return instructions including part number, quantity and
return address.
