CommUnity - Process for Handling Defective Replacement for End-of-Life (EOL) Equipment

1 Overview
2 Identification of EOL Equipment
3 Support Team Procedure
- 3.1 If the model is EOL, Support will:
4 RMA Team Procedure

Overview

To simplify and improve coordination between the Support, Order Desk, and RMA teams, the following process will apply to all phone models that are classified as End-of-Life (EOL) and are no longer stocked in the warehouse.

Identification of EOL Equipment

The RMA team will maintain and share an updated list of phone models that are considered EOL and no longer available in inventory. This EOL Device List should be accessible to both the Support and Order Desk teams for reference.

Support Team Procedure

When a customer reports a defective equipment, Support will first verify whether the model is listed as EOL.

If the model is not EOL, proceed with the standard Defective Replacement RMA process.

If the model is EOL, Support will:

Inform the customer that their current device model is no longer supported and will be upgraded to the next available model.

Coordinate with Order Desk first to discuss available upgrade options. Once you've confirmed the new device model, email Order Desk to place the order.

· Advise them to waive the Standard Shipping fee and retain the same monthly rate as the original order. (You can get the original rate and Order# from the RMA team.)

Sample Email to Order Desk:

“Subject: Add-on Request for Server ID: 12345 Hello Order Desk,

Please process a new FCS add-on order for 1 Yealink SIP-T33G at $5.00/month, based on original Order#: 123456; waiving the Standard Shipping fee.

This is a replacement for 1 defective, End-of-Life (EOL) device: Yealink SIP-T32G (MAC ID: 001234567F).

Shipping Address: 1234 FCS St. Sangoma, AL 35758

NOTE: I will create a Reduction case with RMA to remove the defective device from the customer’s account once this new order has been placed.

Please let me know when the order is complete. Thank you.”

Once you have the new order, proceed to create a Reduction case and forward it to the RMA team to remove the defective device from the customer’s account.

Indicate on the case that the reason for removal/reduction is that the phone is defective but is already EOL, and the upgrade/new order is being handled by Order Desk. Provide the new Sales Order# for reference.

RMA Team Procedure

The RMA team will process the reduction case accordingly but will not require the customer to return the equipment since the phone model is classified as EOL.

The RMA team will update records to reflect the reduction and ensure the customer’s account accurately reflects the change.