L2 SOP

Scenario 1: Issue Not Resolved Even After Revisit Within 10 Days

If the issue is not resolved after a revisit within 10 days, we will create a new revisit request and ensure end-to-end follow-up until the issue is resolved.

Scenario 2: Customer Does Not Want Repair and Insists on Return/Replacement

If a customer insists on a return or replacement and does not want a repair, we will attempt to convince them to opt for a repair. We will create a revisit if necessary and arrange a call with an available trainer to address the customer's concerns, taking actions based on the trainer's feedback.

Scenario 3: IoT Issues

• IoT Not Connecting: We will perform basic troubleshooting. If the issue persists, we will raise it on Slack under "IOT issues" and tag Pranav Siddharth.

• Incorrect Consumption Data: If water consumption is showing above 25 liters per day, we will schedule a revisit, assign a professional with a flow sensor to replace it, and inform the customer of a 7-day turnaround time for data updates after the revisit. We will then close the case.

• Incorrect Filter Life Display: We will ask the customer to reset the IoT device. If the issue remains unresolved, we will raise it on Slack under "IOT issues" and tag Rakesh1.

Scenario 4: Spare Parts Issues

• If a professional with the required spare parts is available, we will arrange for them to resolve the issue. Follow-up will not be required. If the ticket is reopened due to a no-show, we will follow up until the issue is resolved.

• If no available professionals have the required spare part, we will order it from trainer Sonu, park the case for 2 days, and follow up accordingly.

Trainer's Form - https://docs.google.com/forms/d/1342xoCQdhAMmSAXKpryy02ItWwUgkMZ_YWuyPk8yWo4/viewform?edit_requested=true