OPPO Overseas Customer Service Repair Order Regulations

I. Repair Order Record Specification

Repair orders are input / imported by the service center, and the financial settlement is based on the records. The service center should input and complete the order in time after receiving and repairing the phone respectively. If the [repaired] order is not closed in time, the system will automatically close within certain period with the word [orders are closed compulsively by system] recorded on report and system. 

The order of delivery on-site will be conducted the return visit 3 days after the customer pick up the phone, others will be conducted after 5 days. 

If the order cannot be completed in time due to special reasons such as electricity problems or renovations, the service center should report to the headquarter operation team in advance. The service center need to keep the original printed repair order report at least 12 months for the purpose of future review by customer / headquarter. 

State and Operation Instruction: 

• State: Not Started, Repairing, Repaired, Handovered, Under Modification Review, Under RO Modification.

• Return Visit State: Not RV, Under RV Process, RV Finished, Settled.

• Appeal State: Pending Appeal, Under Appeal Review, Appeal Processing, Appeal Successfully, Appeal Fail.

• Processing Method: Cancel Service, Transferred to Inspection order.

  The receptionist can edit / modify the order in [not started] and [repaired], the technician can edit / modify the order in [repairing]. The information of the order cannot be modified in [handovered], if you need to modify the information, you need to initiate a [modification order application].

1.1 Repair type

1.2 Received information

1.2.1 Submission Category: 

Customer, Dealer and Salesman. If the phone was delivered by the customer's relative or friend, the [submission category] should be [customer].

1.2.2 Submission Method: 

On site and Send-in. The method is decided by how the phone arrives at the service center, not how the phone leaves. For the phone that was not sent by customer, all information should be confirmed via phone call and recorded accordingly into system.

1.2.3 Customer name, phone number and backup number: 

Fill in the valid information of customer, if the customer provide multiple phone numbers, input frequently-used number to [customer phone number] column, while others into [backup number] column. Do not input 0, 1 or consecutive invalid numbers. If the dealer is unable to provide customer’s information, input the dealer’s information instead, and remark sent / delivered by dealer. If relative or friend send the phone for repair, input the owner’s information. If the information is forbidden to provide due to local policy, service center should report to the operation team in advance. 

1.2.4 Order type:

Phone, IoT, and accessories. Select the corresponding [order type] according to the actual repair situation.

1.2.5 IMEI / SN: 

A. When the order type is [phone]:

• The [IMEI / SN] must be 15 digits, after inputting the IMEI, the system will automatically bring out the related information such as E-Warranty registration date, Manufacture Date, Marketing Model, RAM, ROM and Color. If the system cannot bring out such information, please feedback to HQ technical team.

• The IMEI is already bounded to MES system and E-warranty card system. Any faulty IMEI can’t be recognized by the WCSM system.

• If the receptionist is unable to obtain the IMEI due to special situation such as liquid damage in the state of [not start], the receptionist can turn off [Whether provide IMEI / SN] button and the IMEI can be filled in later. Then the [repair type] can only be [OOW]. The technician can input the IMEI after the order is assigned to him with the button turned on automatically. If the technician still cannot obtain the IMEI, then turn off the button again, the type remains [OOW].

B. When the order type is [IoT]: input 17 or 19 digits of SN code.

1.2.6 Purchase Date: 

The purchase date of [phone], [accessories], and [IoT] default to the E-Warranty registration date, which can be modified. Purchase receipt provided by the customer should be prior. If the customer can’t provide purchase invoice, please use the E-Warranty registration date as the purchase date. If the warranty proof or registration date is not available, then the purchase date will be 90 days after the manufacture date. If the invoice provided by the customer shows that the phone is within warranty, while the registration date is out of warranty, the receptionist must upload the proof into system. If the IMEI is not available without any proof, choose 2000-01-01 as its [purchase date], the repair type should be OOW. 

1.2.7 Special Description & Remark:

 [Special description] will be printed on the [handover receipt] for customer. [Remark] is only for internal review and won’t be printed out. 

1.2.8 Customer Fault Description: 

Fill in the detailed fault information described by the customer for technicians to check. 

1.2.9 Phone appearance: 

The receptionist needs to check the appearance of the phone and record it to the system, such as the frame is painted, the back cover is worn, etc. If there is no damage in appearance, fill no damage or make corresponding choice.

1.3 Repair information

1.3.1 Old Software Version & New Software Version: 

Must input 6 digits. For the [Old software version], input the version information before repairing. If the old version cannot be confirmed since phone is unable to power on, input 000000. For [New Software Version], input the version after repairing or updating. 

1.3.2 Can fault be reoccurred or not：Choose the recurring situation based on the fault described by the customer. 

1.3.3 Fault phenomenon and cause: Select the corresponding fault phenomenon and cause code based on the test results.

• The fault phenomenon and cause must be input when the new [spare parts] are added. The fault phenomenon and cause must be associated to each other. For more details, please refer to Smart Phone Fault Symptom List.

• Cause code and replacement parts must be associated. E.g. If the technician replaces the motherboard, have to input the relevant code of the motherboard. If there is no suitable cause reason, please feedback to headquarter technical team.

1.3.4 Solution: 

Select in line with repair type. When there are two or more solutions, input according to priority order. Material Replacement->(Battery activation 、 Disassemble again、Clean)-> Software upgrade-> The guidance of operation. 

1.3.5 Replace material parts：

Material code must match with the model and the actual material used. Screen, motherboard, battery, adapter need to fill in SN code. 

• Good material：If the good material is controlled by QR code, the QR must be input. E.g. If you replace the motherboard and input QR (PCB), the new IMEI will be brought out.

• Defective material: If the defective material is controlled by QR, the QR code must input. If the defective material cannot obtain the QR code, select [Special case]. It cannot input if this code does not exist in the system.

• Auxiliary Material: Material with the shipping price no more than 3 dollars (USD), such as: easy tear paper, double-sided tape, decorative sheet, etc.

• Instructions for consumed auxiliary materials orders have been transferred to inspection order or canceled such as: easy tear paper, double-sided tape, decorative sheets, etc. Service center can create one repair order for inventory consumption purpose at the end of each month, select [IW] for the [repair type], select the solution for [Disassemble again]. Fault code is not required, Input the actual consumption quantity and service center contact information as the customer’s information, and remark consume accumulative material in the [remark] column.

  
  

1.4 OPPO Care

1.4.1 [OPPO Care information] will be automatically bring out after inputting IMEI as long as the customer has purchased a Screen Warranty, Back Cover Warranty Service, Extended Warranty, etc. 1.4.2 Record principle：

Material type will be [IW] if the customer using OPPO Care. Turn on [Operate] button and select the corresponding OPPO Care type which the customer want to use. Turn on the corresponding insurance button if multiple insurance are used simultaneously. 

1.4.3 Special case：

Application for order modification is required if the OPPO Care type was forgot to tick in the state of [handovered].

1.5 Quality record & Special record

1.5.1 Quality record：

Appearance and structure problems caused by known structure and material factors, or based on HQ announcement, turn on [Quality Record or not], then select [Record category] and upload photo. 

1.5.2 Special record：

Need to be approved by manager and supervisor within 7 days since creation, otherwise it will be deemed to be a record failure. 

1.6 Handover information

The handover information should be consistent with the person who pick up the phone. The service center should dial the customer phone on the spot to confirm the accuracy of core information, including customer name, phone model, phone fault, solution, and the fee charged for repairs.

1.7 IoT product order record specification 

1.7.1 IoT product：

Including Neckband Bluetooth Headphones, Car Charger, Power Bank, etc. Specific products updates are subject to HQ. 

1.7.2 Warranty policy： 

• Service center will provide service based on local warranty terms if the product not function well within warranty scope.

• If the customer cannot provide proof of purchase or SN code, RO can be only recorded as [OOW].

• If the customer provides proof of purchase without SN code, RO should be recorded as [OOW]. If IW was recorded, please apply for a [Special Record].

1.7.3 Principles of order record

A. Document type

• Record as [Inspection order] when a new device was replaced according to policy.

• Record as [Repair order] when replace integrant part or upgrade software. (E.g. Enco Free left earphone is broken and need to replace the left one only).

B. Order type

• If the customer repairs the IoT product only, select [IoT] as the [order type].

• If the customer needs to repair phone and IoT at the same time, record two repair orders separately for [IoT] and [phone]. And fill in the repair information according to the actual fault respectively.

C. Purchase Date Base on the date of the invoice. If the customer cannot provide, the purchase date shall be 90 days after the manufacture date. If the customer cannot provide a valid certificate and the SN code, fill in 2000-01-01 as the date of purchase, and remark that there is no invoice. 

D. SN code: It must be 17 or 19 digits. The handling scheme for special case: unable to obtain SN code：

• The order cannot be input properly due to corresponding SN information cannot be obtained from system. The RO admin can create a special product record .Select [IoT] in product line, and select [SN abnormal] in the category. Fill SN code in [IMEI / SN]. 

• If SN cannot be obtained due to wear and tear, scratch and other situations, the receptionist does not need to input SN code. Assign the order to the technician. And the technician fills in the [SN code]. If the technician also cannot obtain, turn off [Whether to provide IMEI / SN] button without inputting SN code. At this case, RO can only be recorded [OOW].

1.8 Accessories order record specification

If the customer needs to purchase accessories (earphone, charger, USB data cable, etc.), please record the [accessory sales order].

If the customer only claims warranty for accessories, please record [IW] and select [accessories] in the [order type]. 

If the customer repairs phone and accessories at the same time, record two separate orders which are [phone] and [accessories].

1.9 Other scenes Cross-region repair: 

If the phone is displayed as a global warranty model, please adopt the warranty policy of the place where the phone is sold. The replacement of materials must be clearly remarked in the [remark] column, and material code should be input for inventory consumption purpose.

II. Repair Order Modification Specification

2.1 Process

All modification of orders are applied by the service center. The modification of orders before RV (return visit) can be modified by the RO (repair order) admin. Repair orders after RV should be reviewed by the RO admin, and modified by the HQ operation team only. When the RV state is [pending return visit] or [settled], no modification can be applied.

2.2 Requirement

If the customer name, phone number, IMEI / SN and purchase date should be modified, please provide relevant materials, such as the purchase voucher / original hard copy of repair order. And if the fault phenomenon, fault reason, material code or SN should be modified, please provide photo proof.

2.3 Standard

All the modification information must be clearly described. Any order with ambiguous modification information, will be recorded in the abnormal repair order assessment.

III. Order Judgement and Appeal

3.1 Normal order

All information is true and valid. 

3.2 Problematic order

3.2.1At the beginning of each month, HQ operation team will conduct batch review of different items for the orders. Orders with abnormal information will be judged as problematic orders. 

3.2.2 Appeal principle: If the evidence is insufficient, [IW] will be modified to [OOW] without any financial settlement, and recorded in the abnormal order assessment.

3.2.3 Please check the attachment for details.

3.3 Fake order Definition：

3.3.1 Contact center admins call the customer on a monthly basis, then confirm whether information described by the customer is consistent with the system. If the information is inconsistent, the order will be judged as a fake order in the system. The orders of delivery on-site will be conducted the return visit 3 days after the customer pick up the phone, others will be conducted after 5 days.

3.3.2 Please check the attachment for details.

IV. Appeal Requirements

No matter it is a fake order or a problematic order, the reason for the appeal and correct evidence should be provided. HQ prohibits any acts of false. Once found, service center will be penalized according to Non-Benfen behavior policy. 

4.1 Appeal deadline

Complete problematic & fake order’s appeal before the 13th of next month. 

4.2 Settlement instruction

The order with invalid appeal will be not input into the normal settlement process while only normal order does. 

4.3 Original repair order certificate

If the phone was delivered by the customer personally, service center must print out the handover and repair order report with customer's signature. The handwritten repair order is invalid. If the phone was not delivered by the customer, service center must keep the call recording of the fault reason and quotation verified with the customer. Any forgery customer's signature will be penalized as Non-Benfen behavior

V. Repair Order Assessment and Judgement

5.1 Assessment

5.2 Punishment for Non-Benfen Behavior

(Please check the attachment for details.)