Product Not Working as Expected (Warranty Request)

Important

This issue must be handled by the Warranty Team.
Customer Service should collect the required information and transfer the case to the Warranty Team for review and resolution.

When to Use This Article

Use this article when a customer reports that:

The coffee machine is not working.
The product stopped working.
The machine is malfunctioning.
The product is not performing as expected.
The product has an error or fault.

Procedure

1. Create a Warranty Case

Capture the following information:

Customer name
Product name
Serial number (if available)
Order number or invoice number
Description of the issue

2. Collect Supporting Information

Request:

Photos of the product
Video showing the issue (if available)
Proof of purchase or invoice

3. Transfer to Warranty Team

Assign the case to the Warranty Team and include all collected information and attachments.

Special Rule for Wholesaler Partners

For Wholesaler Partners:
If a coffee machine is confirmed to be faulty, the machine can be replaced free of charge.

Warranty team should handle the case creation.