Author J Haller 01.12.21


SENSOR RETURNS


1.    Customer changes mind/cancels: this will be with TD, so in this case these can stay as per current process with James

2.    Warranty: customer details with a brief explanation of the fault should get passed onto the sensor team to follow up. If, after an investigation, the unit appears to be potentially faulty and needs returned, TD should be raising the SR – this is what currently happens with FTS.


It is important to note the following for the SRs:

•    All SRs need to be raised under Gilford Road (site 100, warehouse 2035) so that any previously used units can be tested/re-programmed as necessary, in either of the two above case types.

•    The customer must ensure that the SR number is put on the package when returning the unit – otherwise we will be unable to identify.



Please see attached guide on creating an SR.


*James Clarke will process returns for us for customer change of mind/cancellation. If the return is warranty then please raise the return yourself.

*The customer must ensure that the SR number is put on the package when returning the unit – otherwise we will be unable to identify.


Some notes from the Sensor Team below-

  • Sensor SRs should be assigned to warehouse 2035 going forward.
  • SRs should also be addressed to Gilford Road  (there have been one/two occasions where these were sent to other sites).
  • The SR number should be clearly stated on the parcel  (previously there have been items returned without a reference which have led to delays in being processed as it has been difficult to identify which units correspond to which SRs so this should avoid this confusion).
  • The “Special Instructions” for SR orders must be left blank (the testing team use this to advise if the goods can be re-booked into usable stock).
  • Stores have requested that the SR status is checked to confirm if it is still “In Process” on LN before following-up with them directly. In most cases they are being asked to follow-up on SRs that have already been processed and are “Closed” which is taking up a lot of their time.
  • Please notify the customer they will be refunded after the unit has been tested (and not on receipt of the parcel).

A further list of warehouses can be found below.