Warranty Process for Customers

Document Code: QTBH/2023/QT03

Date: 31/10/2023
Address: 65-67 Hoa Sua Str., Phu Nhuan, HCMC
Email: info@azarchitectsvn.com
Hotline: +84-901-475-492

1. Objectives and Requirements

  • Standardization of the Warranty and Maintenance Process: Ensure all warranty steps are performed consistently, transparently, and professionally.
  • Ensuring Professionalism: Enhance the quality of work and communication within the warranty department.
  • After-Sales Customer Care: Ensure customers always feel assured and trust in AZA’s services.
  • Improving Post-Sale Service Quality: Resolve warranty issues promptly and efficiently to increase customer satisfaction.
  • Warranty Record Storage and Retrieval: Implement a system for organized and efficient warranty record management.

2. Related Documents

  • Warranty Request Form
  • Inspection and Corrective Solution Report
  • Warranty System Guidelines

3. Warranty Process

Step 1: Receive Warranty Request

  • Customers contact the company through phone, email, or the online warranty system.
  • Staff receive detailed information from customers, including product information and warranty requests.

Step 2: Verify Warranty Information

  • Check the warranty contract or proof of purchase to determine the eligibility of the warranty.

Step 3: Evaluate and Classify Issues

  • Inspect the product’s condition and determine the cause of the issue.
  • Classify the warranty issue into three levels: serious, medium, and mild.

Step 4: Schedule Warranty and Repair

  • Set the warranty schedule and inform the customer about the warranty date.

Step 5: Perform Repair or Replacement

  • Carry out repair or replacement of the defective parts.

Step 6: Quality Inspection After Repair

  • Inspect the product to ensure the issue has been completely fixed.

Step 7: Handover and Confirmation with Customers

  • Hand over the repaired product to the customer and provide usage instructions if needed.

Step 8: Follow-up and Record Feedback

  • Record customer feedback on the warranty experience to improve future services.

4. Contact Information

5. Download the Warranty Procedure

You can download the warranty procedure file below for detailed information and steps.

Download the warranty procedure file: DOWNLOAD FILE.