Monday, May 11, 2015

Keep RMA Processes Simple

Look at the picture below. Notice the quantity of paperwork included.  What is going on here?
What does an RMA actually need?  It needs the following:
  • Which RMA is it
  • Where to return it
That is it, nothing else. If you are creating any RMA process, or any process don't fall into the following traps.
  • Requesting information that was provided when the RMA was opened.  The RMA number was assigned when the case was created, include that with the shiped package.  Don't expect the customer to write it down again, this is error prone.
  • Requesting why the part failed.  This was part of the RMA process and has already been determined by the case agent that proof exists and is on file.
  • Have instructions in an order that makes sense.  The above case, requests the bad drives serial number be recorded after the instruction to seal the drive in an anti-static bag.  So open the bag back up, record serial, and close it up a second time.

Really does the vendor read all this paper work?  Why include DHL instruction and samples with a FedEx return tag?  Why have a carbon copy work sheet with no instructions that you should keep a copy for your records, why all the paper and info on that sheet when its in the case in the support system? 

Now who has an RMA system that works great?  DDN has the best I have seen.  When a part fails they ship the part with a single sticker on the outside of the box with the RMA number, and a single FedEx return tag in the box.  Swap parts and return.  the RMA number on the outside identifies the case, why the part failed, and what part is expected to be returned.

Covers all that is needed, keeps paper simple, a very enjoyable RMA experience.

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