Notes

** REMOTE DIAGNOSE CREDENTIALS: **



http://asdt-web-in.allawnv.com

https://forms.office.com/pages/responsepage.aspx?id=nZAjBGwpPkarXOWFOlGN-IkqrtTpwMlHr5q3_eGLcw9UNVo3VUNSNFVQVURPVE1aVjhVS0owSE1aTC4u

User ID: O0001971

Password: R8LKgtz05dwvPU@VPJpKjfa1niBJUY



To share Logs.: *#800#

To check IMEI.: *#06#

To check Build Number.: *#1234#





1) Mail Format (For Reference ID Sharing With the CX)


Hello CX NAME,



This is Name of the Employee from OnePlus Care,



So here is your Repair / Installation Request Reference ID : , with this ID you can check the status of your Raised Request Update by going through the OnePlus.in website in that you have to...



STEPS FOR TO CHECK THE STATUS UPDATE OF THE REQUEST.

Login/Register your account > Support Section > TV Services > Type your Serial Number > you will find few options > Choose the option to check the status update of the raised request.



Thank you for contacting OnePlus Support Team, Have a great day.





2) Installation Format:



Purchased Date.:

REF ID.:

SN.:

IMEI : NA

Exact Issue : TV Installation

MP or OBT/ OOS Version : NA

Troubleshooting Provided : updated the cx with the TV Installation relevant information about the TAT period of technician visit 2 business working days, invoice, wall-mount charges as well as the warranty policy about not to unbox the TV.

Resolution status : Issue Resolved confirmed by customer



3) TV Installation Status Enquiry:



Purchased Date.:

REF ID.:

SN.: NA

IMEI No.: NA

Exact Issue : TV Installation Status Enquiry

MP or OBT/ OOS Version : NA

Troubleshooting Provided : updated the cx to wait for 2 business working days as the request was raised on DD/MM/YYYY, so asked the cx to wait.

Resolution status : Issue Resolved confirmed by customer



4) Repair Format:



Purchased Date :

REF ID:

SN: NA

IMEI : NA

Exact Issue :

MP or OBT/ OOS Version : NA

Troubleshooting Provided : updated the cx with the TV Repair relevant information about the TAT period and Service Charges and Parts Price as the cx product is OOW.

Resolution status : Issue not resolved referred to SC/Amazon/Sales Team



5) TV Repair Status Enquiry:



Purchased Date.:

REF ID.:

SN.: NA

IMEI : NA

Exact Issue : TV Repair Status Enquiry

MP or OBT/ OOS Version : NA

Troubleshooting Provided : updated the cx to wait for 5-7 business working hours as the repair request raised on DD/MM/YYYY so asked the cx to wait for the TAT Period.
Resolution status : Issue not resolved referred to SC/Amazon/Sales Team



6) TV Repair Parts Pending Enquiry.:



Purchased Date.:

REF ID.:

SN.:

IMEI : NA

Exact Issue : TV Repair Status - Parts Pending Enquiry

MP or OBT/ OOS Version : NA

Troubleshooting Provided : updated the cx to wait for 10-15 business working days as the parts being requested on DD/MM/YYYY so asked the cx to wait for the TAT Period.
Resolution status : Issue not resolved referred to SC/Amazon/Sales Team



7) TV Repair Escalation Status Enquiry:



Purchased Date.:

REF ID.:

SN.: NA

IMEI : NA

Exact Issue : TV Repair Status Enquiry

MP or OBT/ OOS Version : NA

Troubleshooting Provided : updated the cx to wait for 24 - 48 business working hours as the case is already escalated to the backend team so asked the cx to wait for the TAT Period.
Resolution status : Issue not resolved referred to SC/Amazon/Sales Team



8) Voucher Related Format:

REF ID :

Voucher ID.:

SN:

IMEI : NA

Exact Issue : Voucher Related Enquiry

MP or OBT/ OOS Version : NA

Troubleshooting Provided : updated the cx to wait for 2-3 business working days as per the conversation had with the concerned team.

Resolution status : Issue Resolved confirmed by customer





9) Blank Call



REF ID : NA

SN: NA

IMEI : NA
Exact Issue : Blank Call
MP or OBT/ OOS Version : NA
Troubleshooting Provided : The cx called and after few minutes the call got disconnected without answering.
Resolution status : Issue Unknown



10) Partial Conversation:



REF ID : NA

SN: NA

IMEI : NA
Exact Issue : Partial Conversation
MP or OBT/ OOS Version : NA
Troubleshooting Provided : Cx called and was verifying the details as the cx stated that to be on hold and after the hold releasing from the cx end the cx was not able to hear my voice and the cx disconnected the call.
Resolution status : Issue Unknown



11) Green Lines On Display.:



IMEI :
Exact Issue : Green Lines on Display
MP or OBT/ OOS Version :

Android Version.: 13
Troubleshooting Provided : As the cx was facing the issue of the green lines on display so guided the cx to check whether in screenshot lines appearing or not and as the cx stated that it is not appearing so guided the cx to SC and shared the relevant information.
Resolution status : TS given, Cx will check & update



12) Sound Issue (IoT Devices).:



Purchase Date.:

IMEI : NA
Exact Issue : One Side No Sound
MP or OBT/ OOS Version : NA
Troubleshooting Provided : As the cx was facing the issue with the sound issue so guided the cx with the Troubleshooting Steps << Reset, as the issue is not resolved so guided the cx to the SC as the issue is not resolved and shared the relevant information.
Resolution status : TS given, Cx will check & update



13) OTA Downgrade Enquiry.:



IMEI :
Exact Issue : Cx want to downgrade the android version
MP or OBT/ OOS Version :
Troubleshooting Provided : As the cx downloaded the Beta Version Update in Phone and he wanted to downgrade to the Stable Version so guided the cx to visit the Service Center or shared the information of the PUD Service and the relevant information.
Resolution status : TS given, Cx will check & update



14) OTA Update Enquiry.:



IMEI :

Exact Issue : Cx wanted to know about the OTA Update Enquiry
MP or OBT/ OOS Version :

Troubleshooting Provided : As the cx wanted to know about the OTA update so asked the cx to stay tune as the OTA Update releases in batches.
Resolution status : TS given, Cx will check & update



15) PUD Service Enquiry.:



REF ID.: [Raised.: ]

Transit ID.: [Est. Delivery Date. ]

IMEI : NA

Exact Issue : PUD Service Status Enquiry
MP or OBT/ OOS Version : NA
Troubleshooting Provided : updated the cx to wait as the cx have raised the PUD Service Request on "DD/MM/YYYY" for "Device Name" so asked the cx to wait for the TAT Period.
Resolution status : Issue Resolved confirmed by customer





16) Service Center Enquiry.:



IMEI : NA
Exact Issue : Service Center Enquiry
MP or OBT/ OOS Version : NA
Troubleshooting Provided : As the cx enquired about the Service Center so shared the relevant information of the center and updated the cx with the address of the Service Center.
Resolution status : TS given, Cx will check & update



17) Spare Parts Price Enquiry.:



IMEI : NA
Exact Issue : Spare Parts Price Enquiry
MP or OBT/ OOS Version : NA

Troubleshooting Provided : As the cx enquired about the Parts Price where in shared the price for the display and the service charges and shared the SC details and the relevant information.

Resolution status : CX disconnected



18) Refund Status Enquiry:



Order ID.: (Transaction ID.: )

Refund Status.: Successful / Failed

IMEI : NA

Exact Issue : Refund Status Enquiry || Device.:
MP or OBT/ OOS Version : NA

Troubleshooting Provided : As the cx wanted to know about the refund status of the order placed by the cx on DD/MM/YYYY so updated the cx that the refund is or not initiated so asked the cx to wait for 1-10 business days or check with the team of bank and shared the transaction ID. If the cx did not got the refund "Ask the cx to share the statement of May Month to WhatsApp team".

Resolution status : TS given, Cx will check & update



19) Refund Escalation Format:



Order ID.: (Transaction ID.: )

Refund Status.: Failed

Tracking ID.:

IMEI : NA

Exact Issue : Refund Status Enquiry || Device.:
MP or OBT/ OOS Version : NA

Troubleshooting Provided : As the cx wanted to know about the refund status of the order placed by the cx on 01/06/2023 so updated the cx that the refund is not initiated which is failed but in the system showing it is refunded where in the cx did not got the refund so asked the cx to wait for 24 - 48 Business Hours as the case getting escalated.

Resolution status : TS given, Cx will check & update



20) TV Order Confirmation Status Enquiry:



TV Order ID:XX

Tracking ID.:

IMEI : NA

Exact Issue : TV Order Confirmation Status Enquiry || cx stated that he did not got the confirmation mail of the order confirmation.
MP or OBT/ OOS Version : NA
Troubleshooting Provided : updated the cx to wait as the cx have order the TV XX Inch on DD/MM/YYYY.
Resolution status : Issue Resolved confirmed by customer



21) Mobile / Audio Product Order Confirmation Status Enquiry:



Order ID: XX

Tracking ID.:

IMEI : NA

Exact Issue : Cx wanted to know about the order status confirmation
MP or OBT/ OOS Version : NA
Troubleshooting Provided : updated the cx to wait as the cx have order the OnePlus "Device Name" on DD/MM/YYYY and as checked with the system it is in transit / out for delivery / arrived in courier hub so asked the cx to wait for the TAT Period.
Resolution status : Issue Resolved confirmed by customer



22) Product Enquiry:



IMEI : NA

Exact Issue : Product Enquiry
MP or OBT/ OOS Version : NA
Troubleshooting Provided : As the cx wanted to know about the TV Product as the cx want to purchase the product so shared the relevant information regarding the TV Model "Y1S Pro Series 43 Inch" and also shared the store details with the cx.
Resolution status : TS given, Cx will check & update





23) Mobile Product Enquiry:



IMEI : NA

Exact Issue : Product Enquiry || Nord CE 3 Lite
MP or OBT/ OOS Version : NA

Troubleshooting Provided : As the cx wanted to know about the Nord CE 3 Lite availability so guided the cx that he can purchase it from the OnePlus.in Website and OnePlus Store as it was available so shared the relevant information.

Resolution status : TS given, Cx will check & update



24)one side not working



1. Exact Issue: one side of bullets is not working, no sound

2. Action Taken : Probed as cx already performed reset issue not resolved directed to SC and informed the nearest SC location details and educated about PUD and informed about TAT.


3. Since when is the issue occuring?: From 2-3 Months