Updating the TIC Fault handling platform is now a simple four step process:
1. ‘Check In’ the item. Simply click the ‘Item Received’ button below to acknowledge that you have received the item.
2. Inspect the product and indicate whether you intend to charge the customer or the vendor for any associated costs for this product.
3. If it's a consumer repair, provide a quote and detail of the work to be conducted. Wait for customer to approve the quote.
4. Rectification. Indicate the method of resolution (ie Repaired, Replaced or No Fault Found).
5. Provide a brief description of the resolution of this case.
Select the Outcome:
VENDOR LIABLE
A. Yes, fault could be replicated, Repaired - The item was replicated and repaired and will be sent back to store.
Select the fault and add a description.
B. Yes, fault could be replicated, Replaced - The item was replicated and was replaced by either the store or repairer.
Select the fault and add a description.
C. No, the fault could not be replicated - The fault was not found and item will be dispatched back to the store.
Select the fault and add a description.
D. Store to replace, with pending credit - Store will provide a replacement with a pending credit from the supplier.
Select the fault and add a description.
E. Returning to store un-repaired - The item was not repaired by the repairer and the repair will be sent back to store un-repaired.
Select the fault and add a description.
- CONSUMER LIABLE
Indicate the reason why it was changed to consumer liability add quote prices for the charges you will be charging to the customer, Once these details are added an email will go out to the store, the store then needs to contact the customer. If the customer agrees to the quoted price the store will accept the quote, then you will receive notification of this, otherwise the store will reject the quote and you will also receive notification of this, if the store rejects the quote the item will need to be sent back to store un repaired.
Once the consumer accept the quote, please select outcome:
A. Yes, fault could be replicated, Repaired - The item was replicated and repaired.
Indicate the fault and the description.
B. Yes, fault could be replicated, Replaced - The item was replicated and was replaced by either the store or repairer.
Indicate the fault and the description.
C. No, the fault could not be replicated - The fault was not found and item will be dispatched back to store.
Indicate the fault and the description.
D. Store to replace, with pending credit - Store will provide a replacement with a pending credit from the supplier.
Indicate the fault and the description.
E. Returning to store un-repaired - The item was not repaired by the repairer and will be returned back to store un repaired.
Indicate the fault and the description.
6. ‘Check Out’ the item. Enter Consignment details. Press ‘Item Dispatched’ button to indicate the unit has been sent back to the store.
