Machine Spare Part Missing/Broken

Customer Problem Statement	Cx mentioned that spare part is broken or missing in the machine.
Probing	Confirm with Cx what spare part is broken and asked to share images
Cohort	Partner has not visited	Partner is at Cx place	Partner has left the Cx place
Condition	Cx has opened the machine by himself and found there is a damaged spare part	Partner found the spare part is damaged while installation	Spare part is damaged but partner still installed / left the machine as it is
Resoluttion	1. Ask Cx to wait and let the pro visit and verify. (Note: In case of adamant customers offer replacement option and follow replacement SOP) 2. Keep the case on follow-up until the partner visits and verify the same 3. Park the ticket for Installation time 3a. Call the partner and check if is damaged or not 3b. If not damaged, provide the same info and close the case. 3c. If anything is damaged, follow the "Partner is at Cx place" SOP	1. Confirm with PX if he has spare part available at the moment and confirm with Cx if he is agreed for spare part change, both aligned then get the spare part change and initiate the spare part payment. 2. Cx denied for any repair, pitch the replacement then follow the replacement SOP 3. Cx asks to return/ cancellation : 3a. Try to convince Cx for replacement ,Cx convinced --> Follow Replacement SOP 3b. Cx not convinced --> Follow Return SOP	1. Confirm with PX what is damaged and did he informed to anyone regarding the damage 2. Check with Cx about his expectations : 2a. Cx asks to replace --> Follow replacement SOP 2b. Cx asks to repair --> Arrange same pro revisit after his call and inform him to fix the issue 2c. Cx asks to return --> A. Try to convince for replacement --> Follow replacement SOP B. Cx not convinced --> Follow Return SOP
Tagging
Reason of Complaint (Main Tag)	Damaged
Reason of Complaint (Sub - Tag)	Spare part damaged
Resolution offered	Same pro revisit SME revisit Machine returned Machine replaced
Comments	Damaged Spare part