Guidelines on R17 Neo/K1/RX17 Neo battery cover paint peeling V1.1
1. Background:
In order to solve the early paint peeling issue of battery cover on R17 Neo/K1/RX17 Neo, improved materials need to be replaced with, solution and guidelines are as follows.
2. Applicable Models and Regions:
K1: IN
R17 Neo: JP
RX17 Neo: RU/KZ/ FR/IT/ES/NL/BE/UK/PL/TR
3. Solution:
3.1 Repair solution:
Astral Blue / Mocha Red: The battery cover has problem of paint peeling after analysis, which has been solved on improved materials. In order to improve user experience, if the devices sent to Service Centers by customers and confirmed with unimproved materials, battery cover need to be replaced with new material for free; If the battery covers are confirmed as new materials, only those devices with non-human made paint peeling need to be replaced with new battery covers for free.
3.2 Recording:
For the paint peeling battery covers, record the fault code as SCA2 (battery cover paint peeling); the cause code record as JGJH4 (battery cover paint peeling).Piano Black: The battery cover has no problem of paint peeling after analysis, only those devices with non-human made paint peeling need to be replaced with new battery covers for free.
3.3 Material solution:
The unimproved materials (Astral Blue / Mocha Red) should be returned to the local central warehouse, which should be submitted, reimbursed or scraped as Bad Incoming Materials; only the improved materials are allowed to be used in Service Centers.
3.4 How to distinguish new materials:
Color | Region | Old material code | New material code |
Astral Blue | RU/KZ/JP/IN | Code: 4901996 | Code: 4902693 |
FR/IT/ES/NL/ | Code: 4901997 | Code: 4901997 | |
Mocha Red | RU/KZ/JP/IN | Code: 4901995 | Code: 4901995 |
FR/IT/ES/NL/BE/UK/PL/TR | Code: 4901998 | Code: 4901998 | |
Method to identify the QR code and Production date: | |||
4. Q & A
Q1: The customer complained about the paint peeling issue.
A: Dear customer, sorry for any inconvenience caused. Regarding to the paint peeling issue on XXXX. To ensure you have better experience, we will replace a new battery cover to you for free . Thanks for your support.
Q2: The customer complained that there was no problem with the previous battery cover, but Service Center replaced the battery cover for him/her.
A: Dear customer, we found there might be a slight paint peeling on your battery cover during our inspection . In order to provide you with a better user experience, we are willing to replace with a new battery cover to you for free. Thanks for your support.