1. Purpose

This document is the specific operation guide for overseas service center to carry out International Warranty Service。

2. Applicable Areas

OPPO Global service center.

3. Description of the Operating Procedures and the Special Situations

The operating procedures for IWS

Detailed description for service procedures:

Stage1: Create the Repair Order

1.1 Send the device with IWS to SC

This procedures are available only when customers’ devices support IWS.

1.2 Authorize the information assess permission

Customers have to authorize for accessing to the relevant information, otherwise service centers have the right to refuse to provide services.

1.3 Meet the requirement of recording “International Warranty Service”

Record “International Warranty Service” in repair orders has to meet two conditions: 
① The device belongs to other countries or regions; 
② The customer purchases the device from its origin area.
Receptionists should confirm that whether the customers’ information is matched with system, if it is not matched, the purchase certificate, information of purchase area and purchase date should be provided from the customer. Service centers reserve the right to refuse to provide services if the customer’s devices are cross-regional which means the device was purchased from unofficial channels.

1) Overseas WCSM system& Indian ICSM system Guide for Repair Order Recording 
① Guide for Repair Order Recording :

• The systems will appear the option “International Warranty Service” When the input device's IMEI query is an IWS model . if the devices belong to other countries and regions, choose Yes /No /unconfirmed according to the actual situations; When it is local device, there “International Warranty”would show the option “local phone”; If the IMEI SN of the mobile phone cannot be obtained, you can select the device model. When the model is choose as an IWS model, the system will appear the option"International warranty service" , you can choose "Yes" / "No" /“unconfirmed”/ "Local phone" according to the actual situation; When it is not IWS model device, there would not show the option “International Warranty Service”.

② Uploading Repair Orders:

• Check the information including devices belonging region, E-card registration date and the warranty expiration date via IMEI code in the checking system. If it meets the conditions to record the “International Warranty Service”, record “XX” (belonging region code of the device) International Warranty Service” in the Remark on the repair order.

③ The Record Interface of Overseas WCSM system, Indian System:

• When it is not IWS model device, there would not show the option “International Warranty Service”.

• The systems will appear the option “International Warranty Service” When the input device is an IWS model . if the devices belong to other countries and regions, choose Yes /No /unconfirmed according to the actual situations; When it is local device, there “International Warranty”would show the option “local phone”; If the IMEI SN of the mobile phone cannot be obtained, you can choose the device model. When the model is choose as an IWS model, the system will appear the option "International warranty service" , you can choose "Yes" / "No" /“unconfirmed”/ "Local phone" according to the actual situation; When it is not IWS model device, there would not show the option “International Warranty Service”.

2) Salesforce system Guide for Repair Order Recording 
① Guide for Repair Order Recording,:

• The systems will appear the option “International Warranty Service” if the devices belong to other countries and regions, choose Yes or No according to the actual situations;

② Uploading Repair Orders

• Check the information including devices belonging region, E-card registration date and the warranty expiration date via IMEI code in the checking system. If it meets the conditions to record the “International Warranty Service”, record “XX” (belonging region code of the device) International Warranty Service” in the Remark on the repair order.

③ The Record Interface of Salesforce System, Overseas WCSM system, Indian System and OCSS System:

• When it is local device, there would not show the option “International Warranty Service”

• When the device belongs to other countries or regions, the recording interface will appear the option “International Warranty Service”. Choose “Yes” or “No” according to the actual situations

3) Examples：
① Local devices: “International Warranty Service” recording is not needed. Record the faulty device like other devices in the repair order;
② Non-local devices: Record “International Warranty Service” if the customers’ information is matched with system, and the warranty policy is subject to device’s attribution; if customer’s information is not matched with the information showed in the system and the device is a cross-regional device, choose “No” in the option “International Warranty Service” and service centers reserve the right to refuse to provide services.
If it meets conditions to record “International Warranty Service”, go to procedure 1.5; if it doesn't, go to procedure 1.4.

1.4 Operate according to general process for non-IWS devices

When customers’ devices don’t meet the condition to record “International Warranty Service”, take normal maintenance and recording process.

1.5 Create the repair order

Once the customers’ devices meet the conditions to record “International Warranty Service”, record the relevant information such as IMEI, customer’s name, and contact information.

1.6 Check the warranty information of the device

Check the warranty information in checking system including E-card registration date, warranty expiration date. For IWS, the warranty policy is subject to device’s attribution, the maintenance costs are subject to repair areas.
① If the customer can provide valid purchase certificate, the purchase date on the certificate is when the warranty is in effect;
② If the customer cannot provide valid purchase certificate, the registration date for E-card in the system is when the warranty is in effect;
③ If the customer cannot provide valid purchase certificate, nor the E-card has not been registered, the date that 90 days after manufacture date is when the warranty is in effect.
④ If the customer cannot provide valid purchase certificate, and the device is sure to be a cross-regional device, service centers reserve the right to refuse to provide services.
Checking interface in the system:

1.7 Cannot get the information normally

If there is any abnormal situations while checking in the system, please contact HQ in time, and go to procedure 1.8; if there is no abnormal situations, go to procedure 1.9.

1.8 Assist in getting information

Technical support team in HQ will help to deal with the abnormal situation in time once receiving feedback from customer service staff.

1.9 Print the hand-over form and get the signature of the customer

After recording the relevant information into repair orders, receptionists shall print the hand-over form and to ask for the approval signature from the customer. 

Stage 2: Under Repair

2.1 Confirm the fault

Technicians make troubleshooting to confirm the faults. 

2.2 The device is with hardware issues

According to the causes of faults, classify the type of issues: Software issues, go to procedure 2.3; hardware issues, go to procedure 2.4.

2.3 Software Issues：Upgrade

Flash the devices for customers when it’s software issue. Pay attention that whether the software packages are universal for different regions, if they are not, please contact technical team of HQ in time to get the corresponding software packages.

2.4 Hardware issues

For hardware issues, the warranty situations for the device and the versatility of the materials should be confirmed.

2.5 Judge the warranty condition and the versatility Of materials to be replaced

2.5.1 Check the status of fragile stickers
When technicians disassemble the device for repair, the status of fragile paste must to be checked to judge whether the device has repair records or had been disassembled by non-OPPO authorized service centers.

2.5.2 Fragile stickers have been damaged
The status of fragile pastes include:
① The fragile pastes are intact, this is the repair for the first time;
② The original fragile pastes are broken and there are OPPO maintenance fragile pastes (the black means normal maintenance, the red means liquid maintenance);
③ It’s non-OPPO fragile paste or there is no fragile paste, the device had been disassembled by non-OPPO authorized service centers, it’s out of warranty.

2.5.3 Check the repair history
When the original fragile pastes are broken, Use the "Global repair Record " in the WCSM system & Indian ICSM system & OCSS system to check the equipment repair records, and determine the current warranty status of the devices and components based on the service policies of the devices belonging regions.
As shown:


2.5.4 Cannot get the history normally
When there is any abnormal situations while information checking such as no results showed up, please contact technical team of HQ in time.

2.5.5 Judge the versatility for materials to be replaced
The materials versatility judgement includes two aspects: appearances and functions.

Appearances: Due to the different regulations between different countries and regions, as well as the different versions on markets, there will be differences in appearance on some materials, such as silk screen on battery covers and material colors. The differences in appearance don’t affect the functions. 

Functions: Due to the different requires of regulations between different countries and regions, there will be functional differences on related materials, such as adaptor, SIM card holder and mainboard.
① Adaptor: Service centers can only provide the local standard adaptor, make customers informed that they may need to use conversion sockets after going back to purchase regions.
② SIM card holder: After changing a dual-card holder for a single-card device, still only one SIM card is available. After changing a single-card holder for a dual-card device, only one SIM card is available, when the customers return to the places of purchase, the customers can go to OPPO service centers to replace the dual-card holder with single-card holder for free. (The single-card SIM card holder has no function and appearance failure).
③ Mainboard: The mainboard is quite special. Please pay more attention.
The mainboard involves the network certification regulations of each country or region. After the mainboard has been replaced at the repair region, the device may be unable to be used when customers return to the purchase region. In that case, the customer can go to the local service center for processing. The local service center judges warranty status based on the local warranty policies to process it. Areas involved: Turkey.

Find X & Reno 10X Zoom:

• Mainboards from Turkey being replaced in other regions: Service centers should clearly inform the customer that due to Turkish local policy, after the device from Turkey is replaced with other regional standard mainboard, it can only be used for 6 months after returning to Turkey. After 6 months, the device cannot be used due to network lock. If the customer stays at the repair region only for a short time, it is recommended that the customer return to Turkey to get the mainboard repaired.

• Mainboards from other regions being replaced in Turkey: Turkey should prepare some mainboards of Pakistan version. When replacing the Reno 10x Zoom mainboard from other regions: A. Replace the mainboard of Pakistan version in Turkey: 6 months later the device is unusable in Turkey due to the network lock, but it can be used normally in other regions; B. Replace the mainboard of Turkish version: It can be used normally in all areas except Pakistan, and the device will be locked in Pakistan after 6 months.

Find X2 series:

• Mainboards from Turkey& Pakistan being replaced in other regions: Service centers should clearly inform the customer that due to Turkish& Pakistan local policy, after the device from Turkey& Pakistan is replaced with other regional standard mainboard, it can only be used for 6 months after returning to Turkey& Pakistan. After 6 months, the device cannot be used due to network lock. If the customer stays at the repair region only for a short time, it is recommended that the customer return to Turkey& Pakistan to get the mainboard repaired.

• Mainboards from other regions being replaced in Turkey & Pakistan: Turkey & Pakistan should prepare some mainboards of Indonesia version. When replacing the Find X2 series mainboard from other regions: A. Replace the mainboard of Indonesia version in Turkey& Pakistan: 6 months later the device is unusable in Turkey& Pakistan due to the network lock, but it can be used normally in other regions;  B. Replace the mainboard of Turkish version: It can be used normally in all areas except Pakistan, and the device will be locked in Pakistan after 6 months;  C. Replace the mainboard of Pakistan version: It can be used normally in all areas except Turkish, and the device will be locked in Turkish after 6 months.

Note: 
For some devices, devices of China Mainland version differ significantly from devices of other regions, so most of materials cannot be shared. When a device of China Mainland version is received for repairing, technicians should judge the material differences and provide the customer with a repair plan according to the versatility of materials. (If the repair plan involves the material transfer process, the plan can only be provided when the legal compliance of the plan has been confirmed by HQ). 

2.5.6 Propose the repair plans according to the judgment and warranty policies
According to the materials versatility and devices’ warranty status, service centers provide repair plans for customers, and the charge of fee is subject to that of place of maintenance.

2.6 Provide the customer with the repair plan

Repair plans provided for customers should include Maintenance Type (In-warranty/Out-of-warranty/ In-warranty +Out-of-warranty), repair costs, maintenance time, etc. Service center provide services with local materials for customers, ensuring that the device can be used normally in the local area. If the customer doesn’t accept the material difference, service centers can suggest that customers go back to regions of purchase for repair. In special cases such as a fierce quarrel, service centers can apply the material transferring or special replacement.
Note:
The material transferring process and special replacement should be confirmed by the service manager to the HQ.
① Materials transferring process:
When the materials cannot be shared, in special cases service centers can arrange the transfer of materials if customers don’t accept the differences on materials or don’t have the material : For normal material transferring process, the logistics fee will not be changed; For emergent material transferring process, In overseas, $60 logistics fee should be charged; In China mainland , the logistics fee will free. 

• Normal material transferring: Shipped with the agent's normal orders. In region except China mainland, It will take a total of 1 month for material purchase and transport to the service centers; In China mainland, It will take a total of 3 days for material purchase and transport to the service centers.

• Emergent material transferring: China mainland —it total needs 3 days includes 1 days for prepare materials and 2 days for express to the general warehouse ;South East Asia & Asia Pacific & Europe & South Asia—it total needs 5 working days includes 2 working days for demand flow and 3 working days for express to the general warehouse; Middle East and Africa—it needs 2 working days for demand flow, for the materials that don’t need clearance, it needs 3 working days for express to the general warehouse, so it total needs 5 working days, for the materials need clearance, it needs 7 to 10 working days for express to general warehouse, so it total needs 9 to 12 working days.

② Special replacement process
For some special situations such as materials transferring processes abnormally or customers act fiercely, service centers can give a special replacement for customers through special records, specific rules reference file Stipulations of OPPO Overseas Customer Service Center on Special Filing_V1.0.  The replaced devices are the standards of the repair areas, there may be some differences from the original ones of customers.

2.7 Accept the repair plan

Confirm with customers that whether they accept the repair plans. If they do, go to procedure 2.8, if they don’t, return the devices back to customers and end the service procedure.

2.8 Propose the material transfer application

Confirm that whether the repair plan includes the demand for materials transferring, if it does, go to procedure 2.9, if it doesn’t, go to procedure 2.11.

2.9 Materials Transferring Process

2.9.1 Reserve the time and materials for the repair
The service center confirms the approximate maintenance time and material requirements, and submits the material transferring application to HQ.

2.9.2 Materials only available for the region of purchase
HQ confirms that whether the materials applied for by the service centers are unique to the devices belonging areas. If they are, go to procedure 2.9.3, if they are not, go to procedure 2.9.4.

2.9.3 Spare Parts Team transfers the materials to be replaced to the corresponding warehouse:
The Spare Part Team in HQ transfers the relevant materials to the corresponding after-sales warehouse.

2.9.4 Manage all materials
HQ manages the required materials.

2.9.5 Order the materials
Service centers make purchase orders in the system according to the actual demands of the materials.

2.9.6 Arrange the urgent shipment according to the order
HQ arranges for urgent shipment of materials once receiving the orders.

2.9.7 Receive the materials shipped
After the materials arrive at the areas, they may arrive at the general warehouses first and then be delivered to the service centers. 

2.9.8 Repair and send back the device to customers
After finishing the maintenance, service centers inform customers to get the devices. Service centers shall not promise customers easily to apply materials from HQ or special replacement. 

2.10 Get the materials and repair the phone

During the repair process, technicians need to determine whether the mainboard is faulty. If the mainboard is faulty, after replacing the mainboard:
The flag must be changed into the original one with digital commands”*#456225# according to the instruction for standard procedures, or the relevant functions and permissions of the device will be affected. 

2.11 Do the After-repair Functional Test

After finishing repair, technicians should do the functional tests according the specific requirements and instructions of the service manual and other related documents. This procedure must be performed strictly in accordance with the guidance documents, otherwise it may cause abnormal functions of the devices after maintenance.

Stage 3: Recording Procedure

3.1 Repair the device and record the repair

After finishing maintenance, service centers complete the job orders according to the actual situations of maintenance, and explain the fault information and precautions to customers, guide the customers to operate the devices correctly.
Till now, the procedures of IWS in service centers are completed. If the service centers have other local special services, the services can be provided to customers without prejudice to IWS.

4. The Guidance of Material Application

The spare parts plan for each model and region is based on the email of factory when the model is launched.

5. Assessment Rules

5.1 Assessment rules for repair orders(For Uploading Repair Orders)

Pick out the work orders that “International Warranty Service” has been filled in the Remark option. If the code of the “product model” is the same as the short code of the work order, the order will be judged as an unqualified order as this order should not be remarked as the “International Warranty Service”

5.2 Assessment rules for return visits

All of the return visits for the International Warranty Service repair orders are followed the normal return visit procedure, refer to document OPPO Overseas Customer Service System Assessment Guidance 2019 to get the assessment guide. The assessment guidance will be adjusted according to the specific demand development of the service, please pay attention to the notification on e-mail.

6. Attachments

6.1 The Content and Instruction of International Warranty Service
6.2 The Flow Chart of International Warranty Service for Service Center
6.3 OPPO Customer Service Warranty
6.4 Stipulations of OPPO Overseas Customer Service Center on Special Filing_V1.0
6.5 OPPO Overseas Customer Service System Assessment Guidance 2019


If you have any questions, please contact HQ Max, WeChat ID:13532648225, e-mail: wst@oppo.com.