Furniture warranty claim for a broken item
Verify a furniture claim against the 2-year warranty, product line and exclusions, get photos, then open a warranty case resolved by technician repair, supplier part replacement or item replacement, and update the customer in Zendesk.
Only Omar Haddad has been observed, so other support agents' practices, approval needs for item replacement, and how denied claims are handled are not yet covered.
The procedure, step by step
13 stepsEach step was observed in real work. Open a source to see the exact moment in the recording.
- 1
Open the warranty claim ticket in Zendesk and review the conversation.
In oasishome.zendesk.com
Where this came from - 2
Search for the order number in the admin orders list and open the order.
In admin.oasishome.ae
Where this came from - 3
On the Items tab, open the damaged item and check the product line, whether it is imported, and that the order is within the 2-year warranty.
In admin.oasishome.ae
Where this came from - 4
Check the Furniture Warranty policy: Section 3 Exclusions (misuse, outdoor use, self-assembly with wrong screws) and the section on imported furniture where relevant.
In oasishome.sharepoint.com
Where this came from - 5
If the photos are not yet on the ticket, reply to the customer asking for 2-3 photos of the damage and set the ticket to Pending.
In oasishome.zendesk.com
Where this came from - 6
Review the photos received and decide whether it is a manufacturing defect.
In oasishome.zendesk.com
Where this came from - 7
Create a new warranty case with product, defect type, resolution (workshop repair at home, or supplier part replacement for imported items) and a description including photos and item age.
In admin.oasishome.ae
Where this came from - 8
For own-workshop items: open the warranty case, click Book technician, choose a slot and confirm the booking at no charge.
In admin.oasishome.ae
Where this came from - 9
For imported items: email the supplier requesting the replacement part, quoting the warranty case number.
In mail.oasishome.ae
Where this came from - 10
Reply to the customer confirming warranty cover and the technician visit or part ordered, and set the ticket to On-hold.
In oasishome.zendesk.com
Where this came from - 11
For a repeat repair complaint, open the existing warranty case and review the Visits tab.
In admin.oasishome.ae
Where this came from - 12
If the repair has failed twice, update the warranty case resolution to Replace item with a note explaining why.
In admin.oasishome.ae
Where this came from - 13
Reply to the customer apologising and confirming the replacement, then set the ticket to Solved.
In oasishome.zendesk.com
Where this came from
Exceptions — the knowledge nobody wrote down
2 exceptionsThe cases where someone left the usual path, and explained why. These are the risks if the person who knows them is away.
- When
- The repair fails twice (second visit failed)
- Then
- Replace the item instead of a third visit; the second visit is the limit (unwritten 2-visit rule).
Where this came from- When
- The item is imported furniture (e.g. Marlo sideboard)
- Then
- Request the replacement part from the supplier by email and use the supplier part replacement resolution instead of a technician repair.
Where this came from
Decision rules
8 rulesHow the person decides, in their own words.
- When
- The furniture is within the 2-year warranty period
- Then
- Treat the claim as covered on dates and proceed to check the product line and exclusions.
Where this came from- When
- The item is a Halden piece made by Oasis Home's own workshop
- Then
- Repair it rather than replace it.
Where this came from- When
- The item is an imported piece
- Then
- Send the claim to the supplier.
Where this came from- When
- A claim could fall under the exclusions (misuse, outdoor use, self-assembly with wrong screws)
- Then
- Ask the customer for photos before opening a warranty case.
Where this came from- When
- The photos show a manufacturing defect such as a cracked joint
- Then
- Open a warranty case with a workshop repair at home.
Where this came from- When
- A warranty repair needs a technician visit
- Then
- The technician visit is free of charge.
Where this came from- When
- The item is covered and the defect is a hardware part failure
- Then
- Create a warranty case with the matching defect type (e.g. Hardware – drawer runner) and a resolution such as supplier part replacement.
Where this came from- When
- A replacement part has been ordered and the customer must wait for it
- Then
- Reply to the customer and set the ticket to On-hold.
Where this came from