DOA New Process Channel Communication October 4-OT

New DOA Process

Detailed Process Flow

Communication for the Channel

Contents

Definitions and Coverage

DOA Type A – Defective After Purchase within 7 Days

DOA Type B – Counter Failures – Never Activated

DOA Type C – In transit damages / breakages

Channel Feedback on Reported Issues and Resolution Provided

Definitions and Coverage

This New Policy will provide the resolution for the following types of Handsets / Devices :

DOA Type A – Defective after Purchase within 7 days from Activation

DOA Type B – Counter Failures or Dead on Arrival – Never Activated

DOA Type C – Breakages / In Transit Damages

DOA Type A – Defective After Purchase within 7 Days

DOA TYPE A – NEW PROCESS FLOW

Customer or his Representative will visit to the nearest ASC in case of a probable D

ASC Customer

ASC (as per guidelines) will either correct the handset or box pack and seal the DOA unit and paste a DOA Certificate on the sealed unit. This pasted DOA certificate entitles customer to a free replacement.

Customer or his representative visits the Retailer with sealed box pack with the pasted DOA certificate for a replacement. Retailer will inspect the sealed box as per guidelines and issue a replacement.

Retailer to handover the sealed box pack with pasted DOA certificate to the MD.

Retailer MD

MD to handover the sealed box pack with pasted DOA Certificate to the SD.

SD

Central DOA

Warehouse

SD calls for Micromax DOA Executives for master packing preparation .

Micromax Finance to Issue Credit Notes (as per the guidelines) to the SD.

SD to inspect the sealed box pack as per guidelines and at his discretion issue either a Credit Note or Swap Set to the MD

MD to inspect the sealed box pack as per guidelines and at his discretion issue either a Credit note or a Swap Set to the Retailer

Master packet shall be picked by the logistics partner and delivered to the Central DOA W/H.

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Customer Movement

DOA Hand Set Movement

Financial Flow Movement

Overall Process Guidelines

ASC’s will determine a Handset as Justified DOA Type A or Not

Customers or his Representative can approach the ASC with DOA Type A Hand Sets

Justified DOA Type A Hand Sets will be sealed by ASC’s

Channel will receive only Justified DOA Type A Hand Sets, which need to be sent back

Channel has 45 days to send back the Justified DOA Handsets to the Company

45 day Period will be determined from the Date of DOA Certificate till the Date of RMA Generation

DOA Hand Sets beyond the above mentioned 45 day period will not accepted by the Company

Company will only accept ASC Sealed Hand Sets with pasted DOA Certificate bearing the Company Hologram

Any tampering with the Sealed Box or Certificate including tear, over writing or any other visual sign of damage / defect will disqualify the Hand Set and absolve the company from its obligation with respect to this Hand Set


For Hand Sets accepted by the company, only Credit Notes will be given

Credit Notes will be given on the following principles:

At the Prevailing SD Billing Price (Basic) on the Date of RMA Generation

Less any schemes / support provided with respect to that DOA Hand Set

Partners wanting Credit Note for the VAT amount will have to raise a Debit Note for the Hand Set Unit Price on the company and enclose the same with the Dispatch Documents (INWARD CHALLAN – DOA)

Credit Notes will be given within 21 days from the RMA Generation Date

Company will share SD wise Monthly Reports giving the SD wise pendency and the likely resolution dates

Micromax DOA Certificate

Part A of the Certificate

Part B of the Certificate

Micromax Transparent DOA Tape

Micromax Hologram

Guidelines for Retailers

Retailer before accepting the Sealed DOA Hand Set, is required to check whether the DOA Hand Set is genuine or not. This will be established by checking for the following:

1. The DOA Hand Set is sealed with the DOA tape, image shown earlier

2. The Filled Up, Signed & Stamped, Part B of the DOA Certificate along with the Hologram, image shown earlier, is fixed on the DOA Hand Set

3. The IMEI Numbers on the DOA Certificate and the DOA Hand Set are matching

4. The Model No on DOA Certificate and DOA Hand Set are matching

5. Customer brings the DOA Hand Set on a date which is not more than 25 days old from the Date of DOA Certificate (Given as ‘ Dated’ in Part B of the DOA Certificate)

6. Basis a visual inspection there are no signs of a Broken Seal / Tear in the DOA Tape / Tampering with the Sealed Box / Tampering with the DOA Certificate etc.

If the above criterion is met, the Retailer is requested to accept the Sealed DOA Hand Set and give a Replacement to the Customer

Guidelines for Micro Distributors

Micro Distributor before accepting the Sealed DOA Hand Set, is required to check whether the DOA Hand Set is genuine or not. This will be established by checking for the following:




4. The Model No on the DOA Certificate and the DOA Hand Set are matching

5. Retailer gives the DOA Hand Set on a date which is not more than 45 days old from the Date of DOA Certificate (Given as ‘ Dated’ in Part B of the DOA Certificate)


If the above criterion is met, the Micro Distributor is requested to accept the Sealed DOA Hand Set and give a Replacement / Credit Note to the Retailer

Guidelines for Super Distributors

To begin with, Super Distributors will follow the principle of Visual Inspection (Guidelines given on the Next Slide) to establish the authenticity of the DOA Hand Set.

In the next 90 days, Micromax will be providing a Software Solution to SD’s for establishing the authenticity of the DOA Hand Set. The details of this Software Solution will be shared later.

Guidelines for Super Distributors

Super Distributor before accepting the Sealed DOA Hand Set, is required to check whether the DOA Hand Set is genuine or not. This will be established by checking for the following:





5. Micro Distributor gives the DOA Hand Set on a date which is not more than 25 days old from the Date of DOA Certificate (Given as ‘ Dated’ in Part B of the DOA Certificate)


If the above criterion is met, the Super Distributor is requested to accept the Sealed DOA Hand Set and give a Replacement / Credit Note to the Micro Distributor

Preparation of the Master Carton

Super Distributor for preparation of the Master Carton will need to call for Micromax DOA Executives

Micromax DOA Executives will visit the SD location and perform a visual inspection of the Sealed DOA Hand Sets

Guidelines for Visual Inspection are given on the Next Slide

DOA Hand Sets cleared by the DOA Executives will be placed in the Master Carton and their details will be entered in a Pick Up Sheet

2 copies of the Pick Up Sheet will be prepared

Format for the Pick Up Sheet is given later in the Presentation

The Pick Up Sheet will have to be signed by the SD and the DOA Executive

Once the Master Carton has been prepared, the Master Carton will be sealed by the DOA Executive with the current Sealing Tape

RMA will be generated by the Super Distributor

In addition to the current data upload, DOA Certificate No will need to be entered in EBIZ NET by SD

Copy of the Delivery Challan will be generated from E BIZ NET (INWARD CHALLAN – DOA)

Partners wanting VAT Credit will have to raise a Debit Note for the Delivery Challan Value and enclose the same with Delivery Challan

1 copy of the Pick Up sheet will be pasted on the Master Carton and the 2nd Copy kept for the TNT as a transit document

Guidelines for DOA Executives

DOA Executive before accepting the Sealed DOA Hand Set for Master Carton Packing, is required to check whether the DOA Hand Set is genuine or not. This will be established by checking for the following:





5. Super Distributor gives the DOA Hand Set on a date which is not more than 45 days old from the Date of DOA Certificate (Given as ‘ Dated’ in Part B of the DOA Certificate)


If the above criterion is met, the DOA Executive is requested to accept the Sealed DOA Hand Set for packing in the Master Carton

Pick Up Sheet Format

S No DOA Certificate No IMEI No Model RMA No

Date

Pick Up Sheet

Signature of DOA Executive Signature of SD

TNT Pick Up

TNT personnel, while picking up the load will take the copy of the following documents as transit documents:

Delivery Challan

Debit Note

Pick Up List

TNT personnel will take custody of Master Carton and prepare the Docket

1 copy of the Docket will be given to SD for his records

TNT personnel will then update the status in E BIZ NET to reflect the Pick Up

DOA Type B – Counter Failures – Never Activated

DOA TYPE B – NEW PROCESS FLOW

Customer walks in to a Retailer for buying a Micromax Device

Customer

Retailer opens a Sales Pack inserts a SIM and tries to Switch On the Micromax Device. The Device does not switch on. The Device is a counter failure and a probable DOA Type B

Retailer closes the probable DOA Type B Box with the Sales Pack and Accessories in order, keeps it aside and hands over a new Micromax Device to the customer.

Retailer to handover the probable DOA Type B device to the MD.

Retailer MD ASC

Central DOA

Warehouse

MD to take the Box Packed DOA unit with pasted DOA Certificate and hand it over to the SD.

MD to inspect the Sales Pack , try to switch it on and check for the completeness of the accessories in the probable DOA Type B device. If it doesn’t switch on keep it aside and hand over a new Micromax Device to the Retailer.

Rest of the process will remain same as from Step 7 of the DOA Type A process.

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DOA Hand Set Movement

Retailer

MD to take the Probable DOA Type B device to the ASC.

ASC as per the Guidelines to either correct the Probable DOA Type B or Box pack the unit, issue a DOA Certificate, paste one half of the Certificate on the unit and return it to the MD. This DOA Certificate entitles MD to a free replacement .

SD


MMX ASC will determine a Handset as Justified DOA Type B or Not

MD / Retailer will take the Handset to the ASC for testing for DOA Type B

Channel has 21 days to take the Handset to the ASC for testing for DOA Type B

21 day Period will be determined from the Date of Proof of Purchase till the date the set is produced at ASC for testing.

Since the handset has never been activated, the ASC will send a request to the central service team for a back-end entry of the current date as the Date of the Activation.

Any damage / defect to the Sales Pack and / or any accessory shortfall will disqualify the Hand Set for being pronounced as Justified DOA Type B and absolve the company from its obligation with respect to this Hand Set.

Once the DOA Certificate has been generated rest of the overall process guidelines will be as per DOA Type A process.

DOA Type C – In Transit Damages / Breakages

DOA TYPE C – NEW PROCESS FLOW

Customer walks in to a Retailer for buying a Micromax Device

Customer

Retailer opens a Sales Pack and finds that the Device is broken. The Device is a probable DOA Type C

Retailer closes the probable DOA Type C Box with the Sales Pack and Accessories in order, keeps it aside and hands over a new Micromax Device to the customer.

Retailer to handover the probable DOA Type C device to the MD.

Retailer MD SD

State Warehouse

SD calls for MMX Logistics Executive authorised to check for DOA Type C. The Logistics Executive takes custody of probable devices and takes them for testing.

All unjustified cases to be returned to the SD who will facilitate their return back to the concerned Retailer.

For all Justified Cases SD will facilitate the movement of replacement / credit notes.

MD to inspect the Sales Pack and check for the completeness of the accessories in the probable DOA Type C Device and issue a receipt to the Retailer. The MD to clearly articulate to the Retailer that the probable DOA Type C device will be tested by the company before it is pronounced as Justified DOA Type C. All unjustified devices will be returned to the Retailer.

MMX Logistics Executive in 72 hours will test the devices and pronounce it either as Justified DOA Type C / Unjustified.

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Customer Movement

DOA Type C Hand Set Movement

Retailer

MD to handover the probable DOA Type C device to the SD.

SD to inspect the Sales Pack and check for the completeness of the accessories in the probable DOA Type C Device and issue a receipt to the Retailer. The SD to clearly articulate to the MD that the probable DOA Type C device will be tested by the company before it is pronounced as Justified DOA Type C . All unjustified devices will be returned to the MD.

MMX Logistics Executive for all Justified DOA Type C cases to issue instructions to the warehouse to accept all such cases as Sales return. Credit notes to be issued for all Sales Returns.

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Unjustified DOA Type C Hand Set Movement


MMX Logistics Executive will determine a Handset as Justified DOA Type C or Not

Till the time a Handset is not Justified as DOA Type C, the risk for the outcome will have to be borne by the channel.

Channel has 21 days to send back the Probable DOA Type C for the Company Inspection.

21 day Period will be determined from the Date of Proof of Purchase till the day SD calls the MMX Logistics Executive for an inspection.

Probable DOA Type C Hand Sets beyond the above mentioned 30 day period will not accepted by the Company

Any accessory shortfall will disqualify the Hand Set for being pronounced as Justified DOA Type C and absolve the company from its obligation with respect to this Hand Set.

Delegation of Authority – DOA Type C Cases

The following personnel in Micromax are authorized to take a final call on DOA Type C Cases for determination of Sales Return Feature Phones – National Sales Head and Logistics Head

Smart Phones – Smart Phone Business Head and Logistics Head

Tables – National Sales Head and Logistics Head

Data Card – Business Director

Thank You