2019 Premium Concept Elite Service Manual
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Chapter 1 After-sales Service Center Operation and Warranty Policy
1.1 After-sales Service Center Set-up
ORPC authorizes After-sales service center in each specified country, region or territory. ORPC requests its service
center have necessary staff, equipment and facilities to ensure effective, professional and cost-saving warranty
services provided to MSpa customers. The service center must be eligible for the following requirements:
1.1.1 Have a service telephone or hotline number for customers to call for warranty services or product related
inquiries. The service number must keep in service during work days and normal business hours.
1.1.2
The service center must have dedicated staff - customer service representatives or technician to answer
phone calls, product inquiries or any other warranty related questions.
1.1.3 Provide a properly sized warehouse to store MSpa spare parts and returned defective parts from
customers.
1.1.4 Have a workshop to test and repair defective spas that defects cannot be solved by telephone service.
Repair service must be under valid warranty period.
1.1.5 Have necessary equipment or tools for a service engineer to carry out the warranty services efficiently.
1.1.6
Set up service procedures to guide and monitor service staffs’ daily service activities, include answering
customers’ phone calls, providing the service, recording service details, and filling in the service report.
1.2 Obligations of the After-sales Service Center
As an ORPC authorized After-sales service center, it is responsible to take care of all after-sales service related jobs
for MSpa customers in the specific territory at its own cost:
1.2.1 Listen to and answer customer
s’ phone calls, inquiries, or warranty claims in a timely, polite and
professional way
1.2.2
Verify warranty claims; decide if it’s valid or not according to the warranty policy by ORPC.
1.2.3 Provide technical services by phone to solve simple warranty issues that are not required of returning
product for testing and repair.
1.2.4 Test and repair the returned warranty spa products and ship back or return the repaired units.
1.2.5 Deliver replacement spare parts to customers if the spa is under warranty, and if customers are willing and
capable of repairing the spa by themselves.
1.2.6 Record and summary service details by filling in the service report. ORPC requires after service center to
submit the summary reports regularly for technical analysis and warranty re-verification purposes. The
service report should include the following:
Model Number
Serial Number
Customer Name & Contact Information
Purchase Date
Claim Date
