Key changes to the Apple EMEA DOA process
• TPM’s are eliminated from the DOA process
• Point of Sale is now the DOA decision maker - Apple DOA policy calls out DOA eligibility
• Channel encouraged to offer in-warranty repair options first
• Stop using the AppleCare case id as a requirement for DOA RMA Authorisation
• AppleCare contact centre assistance remain available for troubleshooting support
• A DOA is a product exhibiting a hardware failure within 14 days from the Resellers invoice to their end customer A Proof of Purchase is required for any DOA RMA claims.
• A strict EOL rule for products - EOL products after 90 days are not eligible for RMA
• Back-end monitoring of RMA return rates
• Policy compliance audits will occur if required due to abnormal return rates
What is a DOA?
• Apple branded products that channel customers have determined to be “open box” Dead on Arrival (DOA) or otherwise known as Inoperable Upon First Use (IUFU) and where customers have refused a warranty repair
• Is caused by hardware symptoms that prevent basic operation, upon first use out of the box
• Is a failure that has occurred within 14 days on purchase by the end user.
What is NOT an Apple DOA, The following are not valid DOA reasons
• Operating System (OS) and/or Application Bugs or faults
• Missing or Wrong items ( SRF process supports this)
• Damaged finished goods boxes
• Refurbished product
• Refurbished , Demonstration, or second hand stock
• Product that has been re-configured in the channel
• Incomplete units, missing originally shipped items
• Products where a warranty repair was already accepted and performed
• A “closed box return” or any “buyer remorse” returns
The following Apple products may not be returned as DOA
• Products like iPod Socks where Apple does not offer any warranty & the iPhone is not covered by these processes
• Discontinued products (EOL) that have been off the Apple price list for more than ninety days.
• Products that cannot be returned as shipped because they are missing either accessories or the original packaging.
• Products that are greater than 60 days old from the Apple Invoice date unless an end customer invoice less than 14 days old can be provided.
Excessive Return Limit Processes for Resellers
• Based upon a resellers product return history, Apple reserves the right the refuse all DOA return requests in excess of 1% (by value) of actual net revenues for the previous quarter.
• In the case that Apple should determine that a general return of products is required, those products would not be subject of Apple’s return reserve limit.
• All DOA return requests from resellers who are believed to have excessive returns will be audited for policy compliance.
• Apple reserves the right to refuse or return, at the resellers expense, any product shipped in violation of this DOA Return Policy.
DOA products purchased originally from distribution which meet this criteria need to be claimed from the distributor you purchased them from.
For more refurbished macbook Singapore from Apple, visit PC Dreams today!
• TPM’s are eliminated from the DOA process
• Point of Sale is now the DOA decision maker - Apple DOA policy calls out DOA eligibility
• Channel encouraged to offer in-warranty repair options first
• Stop using the AppleCare case id as a requirement for DOA RMA Authorisation
• AppleCare contact centre assistance remain available for troubleshooting support
• A DOA is a product exhibiting a hardware failure within 14 days from the Resellers invoice to their end customer A Proof of Purchase is required for any DOA RMA claims.
• A strict EOL rule for products - EOL products after 90 days are not eligible for RMA
• Back-end monitoring of RMA return rates
• Policy compliance audits will occur if required due to abnormal return rates
What is a DOA?
• Apple branded products that channel customers have determined to be “open box” Dead on Arrival (DOA) or otherwise known as Inoperable Upon First Use (IUFU) and where customers have refused a warranty repair
• Is caused by hardware symptoms that prevent basic operation, upon first use out of the box
• Is a failure that has occurred within 14 days on purchase by the end user.
What is NOT an Apple DOA, The following are not valid DOA reasons
• Operating System (OS) and/or Application Bugs or faults
• Missing or Wrong items ( SRF process supports this)
• Damaged finished goods boxes
• Refurbished product
• Refurbished , Demonstration, or second hand stock
• Product that has been re-configured in the channel
• Incomplete units, missing originally shipped items
• Products where a warranty repair was already accepted and performed
• A “closed box return” or any “buyer remorse” returns
The following Apple products may not be returned as DOA
• Products like iPod Socks where Apple does not offer any warranty & the iPhone is not covered by these processes
• Discontinued products (EOL) that have been off the Apple price list for more than ninety days.
• Products that cannot be returned as shipped because they are missing either accessories or the original packaging.
• Products that are greater than 60 days old from the Apple Invoice date unless an end customer invoice less than 14 days old can be provided.
Excessive Return Limit Processes for Resellers
• Based upon a resellers product return history, Apple reserves the right the refuse all DOA return requests in excess of 1% (by value) of actual net revenues for the previous quarter.
• In the case that Apple should determine that a general return of products is required, those products would not be subject of Apple’s return reserve limit.
• All DOA return requests from resellers who are believed to have excessive returns will be audited for policy compliance.
• Apple reserves the right to refuse or return, at the resellers expense, any product shipped in violation of this DOA Return Policy.
DOA products purchased originally from distribution which meet this criteria need to be claimed from the distributor you purchased them from.
For more refurbished macbook Singapore from Apple, visit PC Dreams today!
No comments:
Post a Comment