Background

Purchased on 5/16/2019, due to screen malfunction, customer delivered the phone with invoice (invoice date is 5/21/2019) to SC on 5/28/2019 and requested replacement. SC received the phone on 5/30/2019, after inspection, engineer informed customer that we can only provide maintenance service due to the E-Warranty card was registered on 5/16, which is more than 7 days ago. Customer didn’t accept maintenance and strongly requested replacement as the phone was newly purchased. Engineer said “I don’t have permission to make decision, I will need to consult with my manager”.
On the same day, customer called CC and requested replacement, and said that he was told that he can get replacement as long as manager agrees.

Handling Process

On 5/30, complaint owner gave suggestion:
1. E-Warranty card was registered on 5/16, but the invoice date is 5/21, the date doesn’t match. After identification, the invoice was proved to be fake, thus the warranty period will follow E-Warranty Card. 
2. Customer delivered the phone for repair on 5/28, which is more than 7 days from 5/16.
Based on the 2 points above, please reject customer’s request.

Result

On 5/31, CC called back the customer and explained that the phone was purchased more than 7 days, thus we cannot replace new phone for him. Customer accepted. 
On 6/3, the phone was repaired in warranty.

Case Analysis

In this case, customer tried to obtain the 7-day replacement qualification by using fake invoice. After being identified, he still strongly requested for replacement. The engineer replied “I need to consult with manager to see if can replace it for you.”By saying that, engineer transformed the policy factor into human-control factor, which is inappropriate.
In such situation, we could have reasonably explained to the customer clearly; and if the case indeed need to be escalated, the script should be minded. 

Here is the suggested handling strategy:
Firstly, we should analyses the possible reasons of that customer strongly requested replacement. The possible reasons might be:  
1. Customer is doubting product quality as the phone got a problem just after purchased for 2 weeks. Did I just purchase a faulty phone?
2. Customer doesn't understand the warranty policy and warranty period calculation method.

When explaining to customer, we can follow the 3 steps below:

1. Let customer know that our product quality is good, the phone on the market are all tested strictly.
2. Explain warranty policy and warranty period calculation method, let customer understand that his phone doesn't meet the exchange condition, thus we cannot provide exchange service.
3. When customer strongly requests replacement, inform customer that we will help him escalate, but cannot promise.

 

Reference Script

1. Our company has high requirements for product quality. Each machine has undergone multiple tests and passed the inspection before shipment, the quality is guaranteed.
2. Generally speaking, it's impossible that E-Warranty card registered date is before invoice date (avoid point out fake invoice directly). In such situation, we will follow E-Warranty card registered date for warranty period. The phone is purchased more than 7 days thus we cannot provide replacement service. But please be rest assured that we will provide maintenance service and will help you fix the problem. / We have to follow the policy, hope you can understand.
3. (Customer strongly requests) I have recorded your request (paraphrase customer request) and I will help you escalate the case. You also understand that the after-sales policy is so stipulated, I cannot guarantee that we can provide replacement, I hope you understand. I will give you callback after xx hours, please keep your phone on.

Summary 

In the face of strong demand of customer, we don't have permission to decide and need to consult with manager (internal SOP is like this), we cannot not say “I don't have permission to decide, need to consult with manager to evaluate your request”. Such expression is at risk:
1. The internal upgrade process was revealed to the customer
2. Transforming policy factors into human control factors, which will cause unnecessary misunderstandings for customer: if the appeal is not approved, it is a human error, not a policy.