1. Warranty Exchange Program

2. Receiving
Warranty exchange devices are to be received in both TIMO & RQ4 the same day shipments arrive at the store.
** SAP is not an option to receive devices if TIMO is down.
Each device has its own
ASN
Serial Pack List
Goods Receipt
*** please assure products are received correctly in RQ4 (Pack list should match the product being received on the PO in RQ4)
Once the shipment is received in TIMO the customer gets a notification that their item is ready to be picked up from the store.

3. Receiving (continued)
When receiving shipments in RQ4 you might get a duplicate error.
Solution – notify inventory team right away, and we’ll manually receive the shipment for you.

4. In-Store warranty fulfillment
1. Verify and Access the customer’s account in Quikview.
2. Go to the Device Support Tab.
3. Click the View Warranty Orders.
4. Select desired order that has a status of Ready For Pickup.
5. Click Fulfill Orders.
6. Validate defective device using a Quick Code or Last 4 Digits of IMEI (Radio button selection at top of screen). If phone does not power on and IMEI is unavailable, click the device tile and choose the Bypass option.
7. Click Continue.

5. In-Store warranty fulfillment (continued)
8. Perform the device condition check and ensure that the Find My iPhone/Anti-Theft feature is disabled:
•If device is deemed ineligible for exchange, a message will display on the screen explaining why.
•Order will need to be cancelled and sent back to the National Return Center (NRC) with your weekly returns.
9. Click Continue.
10. Scan the replacement device IMEI.
11. Click Add to Cart.

6. In-Store warranty fulfillment (continued)
12. Click Continue.
•The system will pass to POS and includes all device information.
•POS is where you will collect any applicable fees including Warranty Processing Fee and Upgraded Shipping charges.
13. Collect payment from customer.
14. Collect the customers defective device, ensure the customer has performed a master reset of all personal information prior to exchange.
15. Print PDF label for original defective device and affix to device.
16. Place original defective device in the return bin in the back room.
17. Send defective devices back with your weekly returns, per TIMO.

7. Transactions in SAP movement report
T-Mobile sometimes runs out of XSKU products and will send a CPO or A Stock SKU to fulfill the exchange. When the transaction actually occurs in POS the system changes the CPO/A stock SKU to an XSKU for sales/returns purposes. *** For SOH & PI Variances – non XSKUs will cause a variance in your weekly SOH. Just make a note of the POS transaction number.

8. Return process in rq4
Defective devices taken in from the customer must be rung out using the “warranty exchange device”
1.Click on the “Sales” Tab.
2.Click on “New Sale”
3.Under Add Product, Click on the Magnifying glass and type in Warranty Exchange Device, hit enter
4.Enter the IMEI and hit Done

9. Return process in rq4 (continued)
5. Under the Phone Activation Wizard select “No Term”
6.Under the Product “Warranty Exchange Device” click on the “More” Option, this will allow you to change the quantity from 1 to -1
7.Click “Check Out”

10. Outgoing
Defective devices should be treated as returns and must be sent back to T-Mobile 3 times a week
**** We’ve 14 days to send the devices back to T-Mobile once the device is received from the customer.
You’ll get an reminder ‘ IMEI/Serial number-to be returned to return center.
Once received at the warehouse we’ll get an confirmation - GENO GR Notification STO xxxxxxxx