Refunds, Returns, Exchanges and Repairs of Devices.
Refunds/Returns on Devices
A customer is allowed to ask for a refund of a device if the device is not up to the customer’s standard and does not cater to the customer’s needs.
A customer has 30 calendar days to return a device from the date that they purchased the device.
Customers need to ensure that they provide the receipt and/or proof of purchase when they request a refund for their purchase.
The Store Manager must inspect the device to ensure that the device has not been mishandled or damaged.
For the device to be eligible for a return, the device must be unused and in the original packaging.
The Store Manager needs to forward the customer’s return query to the Customer Support Officer/Finance Department within the Head Office for the return to be processed.
Should the refund be authorised, the customer’s account will be refunded within 7-10 working days.
The Store Manager must ensure that the device being returned by the customer is decommissioned so that the device can no longer be used.
At the end of the week, the Store Manager must send an email to the Logistics department with the serial numbers of the devices that have been refunded in order for Logistics to arrange with RAM to collect the decommissioned devices from the store.
Repairs on Devices
Customers can request a repair on their device if the device is within the 12- month warranty period.
Upon taking in a repair, the Store Manager must ensure that a proper analysis of the device is completed.
The physical appearance of the device is to be noted in detail in an email with pictures attached and sent to the Customer Support Officer.
The Store Manager needs to arrange for a Customer Support Officer to contact the customer and arrange for the repair of the device.
If the Customer Support Officer is unable to troubleshoot the device, then a replacement device must be arranged to be couriered to the store for the customer to collect.
The customer support officer must then decommission the device so that the device can no longer be used.
At the end of the week, the Store Manager must send an email to the Logistics Department with the serial numbers of the devices that require repairs in order for Logistics to arrange with RAM to collect the devices from the store.
Exchanges on Devices
A customer has 30 calendar days to exchange a device from the date that they purchased the device.
Customers need to ensure that they provide the receipt and/or proof of purchase when they request a refund for their purchase.
The Store Manager must inspect the device to ensure that the device has not been mishandled and damaged.
The physical appearance of the device is to be noted in detail in an email with pictures attached and sent to the Customer Support Officer.
For the device to be eligible for an exchange, the device must be unused and in the original packaging.
The Store Manager needs to arrange for a Customer Support Officer to contact the customer and to conduct the exchange of the device, the device must also be decommissioned so that the device can no longer be used.
The Store Manager must then ensure that the Customer Support Officer has linked the new device that is going to be given to the customer.
At the end of the week, the Store Manager must send an email to the Logistics Department with the serial numbers of the devices that have been brought in for an exchange in order for Logistics to arrange with RAM to collect the devices from the store.
