Posted by Bender on March 1, 2023
- Have the customer register the vaporizer if they haven’t already done so. They must register by clicking the ‘Registration’ link or the ‘Register Now’ button on our Warranty page. If the customer is on the phone, we can file the warranty registration for them.
- Have the customer file a claim for the repair service using the proper form online (click the ‘file a claim’ button on the Warranty page). If the customer is on the phone we will file this for them.
- Offer the customer a repair kit and instructions, or offer our mail-in repair service.
- Never ask customers if they prefer to mail the unit to us themselves, it is better for us to provide a return label to the customer so that we can keep track of the shipment. If a customer has already mailed their unit in, go through all these steps (without creating a return label) to ensure proper filing.
- Make a new order for the customer’s repair service on BigCommerce:
- If this is for a Silver Surfer, Da Buddha, or Super Surfer then choose line item ‘Warranty Repair Elev8 Vaporizer‘. If this is for a Life Saber or a SideKick V2 then choose ‘Warranty Repair (Life Saber)‘ or ‘Warranty Repair (SideKick)‘. It will automatically populate the order with a dollar amount. If the vape is covered under warranty change the price of the service to $0.
- To get the shipping cost amount, run a shipping quote on ShipStation (click the ‘rates’ button at the top of the screen). If the customer is requesting a return label then the shipping cost we quote on the order will be the cost of round-trip shipping (return label + shipping the unit back to the customer after the repair). If the customer has already shipped their unit to us, then we only need to charge for one-way shipping to get the repair back to the customer once the service is complete.
- Advise the customer that a ticket has been opened and that any emails about this ticket are not a request for payment. Once the item has been repaired, the order will be updated to reflect the final amount due. If the unit is covered under warranty then we will only charge for shipping costs, if the unit is out of warranty then we will use the following repair fee schedule. Be sure to advise the customer of this fee schedule beforehand, and let them know that our initial quote may change based on what our repair tech recommends we replace:
- Base Repair Fee = $30 (to replace ONE of the three core components [dimmer, heater, or power cable])
- Additional Parts = +$20 for each additional core component that needs to be replaced. If we replace all three core components (dimmer, heater, and power cable) then the maximum repair fee we will charge is $70 for a full refurb ($30 base + $40 for the other two components).
- Glass Cleaning Fee = +$10 (customers can avoid this fee by not sending their unit in with any glass included or attached)
- Knob Repair Fee = +$10 (this is technically a separate repair service which should be added to the order as its own product, but some customers will request this service along with their vaporizer repair service).
- Unit Cleaning = +$10 (we will often waive this fee unless the unit is particularly dirty, but if the unit only requires a basic cleaning then we will not charge them).
- Heater Stand Upgrade = FREE (we will upgrade any unit that has the old Shim and Spacer heater stand)
- Shipping = the customer is responsible for paying all associated shipping charges regardless of whether the unit is covered under warranty.
- Inform the customer via email or phone that they must remove all of the glass components from their vaporizer, and if the vaporizer is dirty it should be cleaned with alcohol before being shipped to us. Shipping carriers will reject any package that has a noticeable smell of cannabis. If we receive a dirty vaporizer we will charge an additional $10 cleaning fee. If we receive dirty glass components they will be thrown away and the customer will have to purchase these components again unless they already have spares.
- Prepare a return label for the customer using ShipStation, save it as a PDF, and email it to them from your Elev8 email address. Do not automatically email the label to the customer from within ShipStation as we have no way to verify that they received the email.
- Change the status of the repair order to “Incoming Warranty Repair” while we await the arrival of the customer’s vaporizer.
- Customer service processes the return upon arrival, and when ready the unit is taken to the warehouse production team to begin the repair service.
- Shipping notifies customer service when the repair is complete and ready to be shipped back.
- Customer service contacts the customer to upsell, discuss the service costs, and to collect payment for the service, shipping, and any additional fees.
- Once payment has been collected, change the status of the order to “Awaiting Fulfillment” so that Shipping knows that they can print out the order and prepare it to ship back to the customer, and then make sure that the repaired unit is given to
