Proprietary and Confidential D-Link Corporation/D-Link Australia Pty Ltd - All Rights Reserved...
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Proprietary and Confidential D-Link Corporation/D-Link Australia Pty Ltd - All Rights Reserved Technical Support Warranty / RMA Domenic Torre Managing Director D-Link Australia / New Zealand
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Transcript of Proprietary and Confidential D-Link Corporation/D-Link Australia Pty Ltd - All Rights Reserved...
Proprietary and Confidential D-Link Corporation/D-Link Australia Pty Ltd - All Rights Reserved
Technical SupportWarranty / RMA
Domenic TorreManaging Director
D-Link Australia / New Zealand
Proprietary and Confidential D-Link Corporation/D-Link Australia Pty Ltd - All Rights Reserved
Product Technical SupportProduct Technical Support• Comprehensive Knowledge Database
- http://www.dlink.com.au/tech/
• Online Support (Email)- [email protected]
• 1st Level Support with escalation to local 2nd Level Support- 1300-766-868
• Priority Support (2nd Level Support)- Unpublished 1300 Number
2nd L
evel
Su
pp
ort
1st Call
Existing Case
1st Call
Existing Case
Online
Australia
New Zealand
Priority Line
1st L
evel
Su
pp
ort
Men
tors
Telecom/Xtra
Priority LinePriority Customers
Proprietary and Confidential D-Link Corporation/D-Link Australia Pty Ltd - All Rights Reserved
Warranty / RMAWarranty / RMA• D-Link Prefer that Customers return product direct to D-Link
• Warranty Returns are verified via 1st Level Technical Support- 1300-766-868- Upon verification RMA# or DOA# provided is provided to customer- Exception: Harvey Norman & Leading Edge
• Distributors can return on customer behalf but they should verify RMA# or DOA# given to the customer by D-Link 1st Level Technical Support- Phone 1300-700-100- Email [email protected] Online http://www.dlink.com.au/tech/RMA.asp
Proprietary and Confidential D-Link Corporation/D-Link Australia Pty Ltd - All Rights Reserved
Warranty / RMAWarranty / RMA• Policy
- DOA: Replaced with New Product- RMA: Original Product Repaired or Replaced with Refurbished
Product in Similar or Better Condition
• 95% Returns processed within 24 Hours of Receiving
• Advanced Warranty- 24 Hour X-Shipment direct to customer standard @ No Cost
- Metropolitan Areas- Regional Areas – Best Effort
- Applies only to Business Grade Product- WebSmart & Managed Switch Products- NetDefend Firewall Products- AirPremier Wireless Products
Proprietary and Confidential D-Link Corporation/D-Link Australia Pty Ltd - All Rights Reserved
Warranty / RMAWarranty / RMA
D-Link Technical Supportwill Identify DOA, RMA or Advanced Warranty?
Inform Customer of OriginalPackaging Conditionfor New Replacement
Provide DOA Form with DOA#
STARTEnd User / Reseller
Provide RMA Formwith RMA #
CallsD-Link
AdvancedWarranty
Product Returns to D-Link Directly
Product Returns to D-Link Directly
Cross ShipReplacement
Product
Problem Solved& Case Closed
Distributor asks Customerif they have spoken to
D-Link Technical Support ?
What is the RMA# ?What is the DOA# ?
Yes
CallsDistributor
Contact D-Link byPhone/Email/Online
to Validate theRMA# or DOA#
RMA
Identify that theProduct is in
Original PackagingCondition ?
DOA
Distributor Replaces Product from Stock
Return DOA Product to
D-Link with DOA#
Repair / Replace.Return to Sender.
END
Follow Up
YesD-Link will
Identify that theProduct is in
Original PackagingCondition ?
D-Link will CreditDOA Product
which has beenreceived DOA#
Disty Rejects Product as DOA.No Stock Replacement.
Customer InformedProduct Treated as RMA.
Mark “Reject” on DOA Form.
No
Yes
No
No
RMA
DOA
Problem Identifiedwith Customer
Directly?
No
Yes
