Maintain Criterion of Water Resistant Model and Guidance document for water resistant repairing
一、Background
As there’re more and more high-end models have IP68 water resistant performance, and the mobile phone must reach the state when it left the factory after repair(including waterproof performance), so the service center need the water resistant test equipment to test the water resistant phone after repair.
二、Scope
The models that officially advertised have IP68 performance like Find X2 Pro（Lamborghini version not included）\Reno3 A(JP)\Reno A etc..
三、Applicable to
Global customer service center
四、Water Resistant Model Repair Processing
五、Responsibilities of every role
No. |
Roles |
Responsibilities |
Requirement |
Responsible Role |
1 |
User |
Make demands |
/ |
|
2 |
The service center |
The service assistant confirms the user's water resistant requirements for the mobile phone |
Confirm the malfunction of the user's mobile phone, make a preliminary judgment on whether it needs to be disassembled when repair, and confirm whether the user has water resistant requirement, and provide a script to the user; 2. Inform the user whether there is a charge for this inspection or repair; 3. Inform the user of the time required for this inspection or repair; 4. Arrange for inspection or repair. |
Service Assistant &Technical Engineer |
3 |
Water resistant repair center |
Determine the material to be replaced and the amount of charge |
1. Detect the actual malfunction of the user's mobile phone and the water resistant performance before repair 2. Determine the material to be replaced and the amount of charge 3. Explain to the user the malfunction, repair status and charge amount of the mobile phone, and confirm whether it is sent back to service center or the user address; 4 Collect user fees and start repair and testing; 5. After the repair is completed, send the phone back and complete the work order. |
Service Assistant &Technical Engineer |
六、Content
1. Service Procedure
1.1 Service center or phone pick-up sites: confirm if it’s water resistant model > confirm if the phone need to be disassembled while repair > confirm with customer if the phone need to keep water resistant performance after repair > Explain to users the repair charges and time (Script refer to FAQ Q1) > make the work order after confirming with the user > send the phone to the water resistant repair center;
1.2 Water resistant center: receive the phone > confirm the fault phenomenon > water resistant test > warranty status > make the repair order > Determine the material to be replaced and the amount of charge > Explain to the user the malfunction, repair status and charge amount of the mobile phone (Script refer to FAQ Q2) > Customer completes payment > start repair and testing > function and water resistant test > send back the phone > close the order.
2. Description of regional differences in water resistant repair:
2.1 There are areas where the law requires the user's mobile phone must be restored to its water resistant performance after repair: the mobile phone must be handled in accordance with the water resistant repair process.
2.2 There is no law in the area where the user’s mobile phone must be restored to its water resistant performance after repairs, but competing brands still provide users with water resistant repairs: Consult users whether they need water resistant repairs, if yes, provide users with water resistant repair services .
2.3 There is no law in the area where the user’s mobile phone must be restored to its water resistant performance after repairs, and competing brands also do not provide users with water resistant repairs: There is no need to actively ask the user whether they need water resistant repairs. Only when the user actively proposes and does not accept our script (refer to FAQ Q1 for explanations), and strongly requires the restoration of water resistant performance, we can provide waterproof repairs; otherwise, water resistant repairs will not be performed.
3. Standard of judging water resistant warranty and charge explanation
3.1 Water resistant repair warranty situation: during warranty period, the phone water resistant repair warranty available if it’s not human damaged & not liquid damage & water resistant testing pass; the phone will be out of warranty if human damaged, or liquid damaged even in warranty period, or water resistant testing pass; water resistant repair warranty not available if the phone beyond the warranty period.
3.2 The functional failure of the user's mobile phone shall be handled in accordance with the normal repair process.
3.4 If the phone is repeatedly disassembled and assembled 3 times for water resistant, the water resistant test cannot be passed under the premise of ensuring that there is no problem with the operation. Please contact the user whether to agree to the replacement phone process (state whether need pay for replacement, the replacement is free within the warranty, and the replacement is paid for out of warranty conditions), the user agrees to change the machine, and the special record is changed.
七、How to record the work order
1. The service center that receive the phone record the order normally if the customer doesn’t demand sending the phone to the water resistant repair center for repairing after reminded.
2. When the user’s phone need water resistant repair: the service center that received the phone need to record off-site order, don’t input IMEI(“If IMEI provided” choose no),only input IMEI in remark information, keep the order open after deliver the phone, marked as delivered in order to track the phone. Close the order when the phone returned and close the order. The service center that do the water resistant repair test need to record order normally.
3. Consider to replace a new phone for the user if water resistant repair test of the phone fails many times. Order record request: Record as inspection order. Inspection Type select exchange in warranty if during replace period, Select special exchange and exchange cause select “others” if out of replace period, remark: water resistant test fails many times; Whether to charge for replacement or not, according to the decision result of warranty.
八、FAQ
Q：The customer requests for the Water Resistant Repair
A：Sir/Madam, due to the using environment/time/situation on each phone is different, the water-resistant performance reduction will also be various. However, all the other features are still functional, and please enjoy the phone without any worry. If you request the original level of the water-resistant performance after the repair, we will need to send the phone to the Service Center equipped with the Tool. You might need to wait for a more extended period (check with SC for the estimated TAT required), as well as to shoulder the repair fee upon our assessment result.
Q：Confirm to proceed with the Water Resistant Repair from the engineer
A：Sir/Madam, I’m the engineer from OPPO *** Service Center. We have received your *** phone with the *** malfunction. After our assessment, we will need to replace *** material and *** water-resistant material (according to the real situation). The repair price is *** amount. By performing such repair, the water-resistant performance can keep the same as the Factory Level. Would you accept such a quotation, confirm your preferred payment method, and agree to allow us to proceed with the repair? Also, we would like to confirm the collection once the repair is done. You can have the device to be shipped to your personal address or to collect it from the *** Service Center, where you sent it for repair. (collect the name of the receiver, the shipping address, and the contact number if needed).