Device Replacement – FAQ
Q.1 What are the ways to order devices?
Agent: There are 2 modes via which customer can order device 1. Offline 2. Online
1.Online- Customer can login to B2B portal and click on MINI ATM tile- Click on buy option
2.Offline- Customer can raise the request to distributor or sales team to buy device
Q.2 What is the device dispatch address?
Agent: For repair customer can send the device on the given address-Spice Money Limited,D-160, First Floor, Sector 10, Noida , Uttar Pradesh 201301
Q.3 How do we identify that customer has paid money offline for device?
Agent: For Inbound- Agent will request the customer to share the payment screenshot on WhatsApp chat support or customercare@Spicemoney.com. Post receiving the payment screenshot- WhatsApp chat support team will log a QRC for further verification.
Q.4 What is the warranty of device?
Agent: Warranty eligible for 1 year only except for consumable items where warranty is for 6 months
Q.5 What is the delivery TAT of ordered device?
Agent: 10 days post device dispatched
Q.6 What is the repair TAT of faulty device?
Agent: 15 working days post receiving device from customer end in Spice office
Q.7 What needs to be done if in case device not dispatched in stipulated time?
Agent: First of all, advisor has to search the courier details in dispatch tracker via agent id/mobile number if in case we did not get any details then we must raise complaint in Ameyo under Delay in dispatch and give a 2 working days TAT to customer.
Q 8. What needs to be done if in case device not delivered in stipulated time?
Agent: If the device has not delivered (10 days) over then agent should raise QRC under Device dispatched but not delivered
Q.9 Where should we get device invoice?
Agent: It is recommended to check the device serial number in back side of the device
Q.10 By mistakenly I have purchased device now I want refund, how should I get it?
Agent: I apologize but as per rules, once device is order can not be cancelled or refunded. If customer is adamant then raise QRC under refund abhiyan and ask customer to wait for 5 working days to get resolution on this. (No refund confirmation shared)
Q.11 I want to cancel my order as you are taking time longer than expected?
Agent: I apologize but please be informed that usually it takes 10 days to deliver the device. Do not worry, you can trust us, your order will get delivered in the given time.
Q.12 I am unable to log the complaint in Device repair option?
Agent: It is recommended that if you don’t have invoice date and number then leave the option blank and click on submit option.
Q.13 What should I do if in case I don’t have device serial number while logging the complaint?
Agent: 200 against service charges for devices with no serial number is available.
Q.14 I have returned the device but still did not get refund yet?
Agent: Agent will log the compliant in refund (Abhiyan)and ask customer to wait for 5 days
Q.15 My device has returned but I want it back on my address?
Agent: Agent will apologize with customer and raise QRC under device returned need to re-dispatch and give a TAT of 10 days post receiving RTOed device at Spice office.
Q.16 Device delivered on courier website but have not received it yet?
Agent: We will log the complaint under device delivered but not received and give a TAT of 5 working days to investigate the issue further.
Q.17 I have placed a device on wrong address, please update my address and send it again?
Agent: Please write an email to us that you want to get the delivery address changed, please mention the updated address as well with pin code.
Q. 18 Is it mandate to raise complaint while sending the device to Spice team?
Agent: Yes, for repair or replacement it is advised to raise complaint in device repair option.
Q. 19 What should I do as twice deduction had happened in wallet for device purchase?
Agent: It is recommended that please share offline payment screenshot on WhatsApp chat support to get further resolution, Chat team will log the QRC for further resolution
Q. 20 What to do if I have to repair more than 1 device?
Agent: If you have multiple devices , please create a new request for every device
Q. 21 What to do if I have to repair more than 1 device?
Agent: If you have multiple devices , please create a new request for every device
Note :- SMA jab hamare paas device bhejta hai to hamare warehouse ka address change ho gya hai jo ki hamare B2B par aur SMA ke B2B par bhi change ho gya hai
Device Replacement ke option me jaane ke baad usko show ho jayega