Installation & Uninstallation-Related Issues

ARTICLE ID : 22221 04 Oct, 2024 13:15 Suchismita Roy Notifications/ Updates




Notifications & Critical Updates





The Big Billion Day-Specific: Update as of 04-October-2024 (01:15 PM): Below is the process to handle queries related to the issue: Samsung Brand Technician Charging for Wall Mount


Scenario

Process to be followed

Customer claims a free wall mount was charged

Things to do: 

  • Verify whether the service technician applied the charge for the wall mount

    • Charge for wall mount is free on the product page and is included in the sales package: 

      • Things to do: Fill out the Google form 

      • Inform customer: 

        • Apologies for the inconvenience caused and convey that the extra amount charged by the service technician for the wall mount will be refunded by the brand in 72 hours

        • Also, as a token of apology, the brand will provide ₹300/- and will be credited to his/her Flipkart wallet within 24 hours



Kapture tagging: Brand charged amount for Installing


Token of Apology has already been provided but the customer contacted to know about the wall mount’s refund

Inform customer: The amount will be refunded by the brand in 72 hours


Kapture tagging: Suggested issues >> Installation-related queries





Update as of 03-October-2024 (05:05 PM): Installation-Related Offer Query: 



Pre-Purchase 

Post Purchase

Customer contacts stating Service Technician is asking for charges when it is free

Customer contacts stating in the app/screenshot that the installation is showing as ₹400/₹600/any amount

  • Things to do: Review the order page and available offers to see if there is an installation charge offer of ₹400/- available


  • Yes:

    • Inform customer: ₹400/- installation charges discount offer is applied for the order, hence you need to pay the charges to the Technician

Tagging: Enquiry about service charges


  • No:

    • Inform customer: Request to pay the charges as there are no offers available on installation charges

Tagging: Enquiry about service charges


Reference screenshot: 


  • Things to do: Review the available offers on Kapture Tool to see if there is an installation charge offer of ₹400/- available


Note: The offer value is ₹400/- by default

For reference: 



  • Yes: 

    • Inform customer: ₹400/- installation charges discount offer is applied for the order, hence he/she needs to pay the remaining charges to the service technician


Note: The installation charges discount amount will be adjusted with the product

Tagging: Enquiry about service charges

  • No: 

    • Inform customer: Request to pay the charges as there are no offers available on installation charges

Tagging: Enquiry about service charges





Update as of 19-September-2024 (07:45 PM): Customers who choose to install a Television (TV), Washing Machine (WM), Refrigerator (REF), Geyser, Microwave or Air Conditioner (AC) will receive a rate card for Installation and Accessory Charges for additional accessories via WhatsApp on their registered mobile number.

Reference screenshot: 



Free Installation Trigger 

Chargeable Installation Trigger

Note: Customers need to click on the rate card for a detailed view 










Update as of 30-April-2024 (11:30 AM): This summer we are experiencing a significant increase in installation requests, leading to delays in completing installation. Hence, communicate the below-mentioned message to the customers: 

Due to a high volume of installation requests, your installation will be completed 2-3 days later than the initial Service Promised Date.


Update as of 18-April-2024 (03:47 PM): The following has been added to the article
 

  • L1 Process: Brand Installation & Jeeves Installation

  • Steps to check Rate Card

  • Types of Accessories