Sandy Bridge Beyond 80 Days Tracker - (FINAL COPY)

Use this tracker only when:
1. The customer’s order is over 80 days from Order Date thus the entire Return or Replacement needs to be referred to Case Management to handle end-to-end (label only or box and label)
2. The customer needs us to send them a shipping box (box only) to either return to HHO or send for repair.
This will be forwarded to HP Case Management to handle.
--Return for refund: The request will be submitted and labels generated and sent to you for return. It takes 15 days from confirmed receipt of your PC to process, send and receive a refund check from HP.
•Leave notes in TOMI confirming the request. A Case Manager will not need to call.
--Return for replacement: “The request will be submitted and labels generated and sent to you for return. A Case Manager will review your current PC configuration and set up a replacement order. You will be contacted to confirm your order and to be advised of the new build date and expected ship date.”
•Leave notes in TOMI confirming the request. A Case Manager will call in 2 to 3 business days (may be dependent on volume).
--Repair: “I can refer you to HP Technical Support now.” If the customer objects and wants us to get the wheels in motion, fill out the Quia form requesting Repair.
--BOX ONLY: If the customer needs a box to safely and properly return the PC, we can request it. Go to the Quia form, fill in the information and advise the customer a box will be sent to them via FedEx within 3 business days.