Recording · Walk-through
Furniture warranty claim for a broken item
Omar · 30 Sep, 12:30 · 2:43 long · 31 steps · 15 voice notesWalk-through: the person narrates as they work.
What happened, in order
Highlighted moment at 2:19- 0:03Opened Sofa leg broke after 8 months – Ticket #48355 – Oasis Home Supportoasishome.zendesk.com
- 0:04Clicked Conversationoasishome.zendesk.com
- 0:04Voice note
“Warranty claim.”
- 0:06Voice note
“Sofa leg broke after eight months.”
- 0:08Voice note
“Furniture is two years warranty, so we're fine on dates”
- 0:14Opened Orders – Oasis Home Adminadmin.oasishome.ae
- 0:22Typed Search orders → OH-098812admin.oasishome.ae
- 0:25Clicked OH-098812admin.oasishome.ae
- 0:29Opened Order OH-098812 – Oasis Home Adminadmin.oasishome.ae
- 0:31Clicked Itemsadmin.oasishome.ae
- 0:34Clicked Halden 3-seater sofa – Oakadmin.oasishome.ae
- 0:35Voice note
“I check the product line.”
- 0:36Voice note
“Halden is made by our own workshop, so we repair, we don't replace.”
- 0:41Voice note
“For imported pieces, it goes to the supplier”
- 0:47Opened Furniture Warranty – Customer Ops – SharePointoasishome.sharepoint.com
- 0:49Clicked Section 3 – Exclusionsoasishome.sharepoint.com
- 0:49Voice note
“Exclusions: misuse, outdoor use, and if the customer assembled it themselves with the wrong screws.”
- 0:56Voice note
“So I ask for photos first”
- 0:58Opened Sofa leg broke after 8 months – Ticket #48355 – Oasis Home Supportoasishome.zendesk.com
- 1:00Clicked Public replyoasishome.zendesk.com
- 1:07Typed Reply body → Sorry to hear that! Could you send us 2–3 photos of the broken leg and the underside of the sofa?oasishome.zendesk.com
- 1:10Chose Ticket status → Pendingoasishome.zendesk.com
- 1:14Submitted Submit as Pendingoasishome.zendesk.com
- 1:40Clicked Photos received (3)oasishome.zendesk.com
- 1:41Voice note
“Photos are good.”
- 1:42Voice note
“It's a manufacturing defect.”
- 1:43Voice note
“The joint cracked, so I open a warranty case”
- 1:47Opened New warranty case – Oasis Home Adminadmin.oasishome.ae
- 1:50Chose Product → Halden 3-seater sofa – Oakadmin.oasishome.ae
- 1:53Chose Defect type → Structural – joint failureadmin.oasishome.ae
- 1:55Chose Resolution → Workshop repair at homeadmin.oasishome.ae
- 2:00Typed Description → Front left leg joint cracked, photos attached, no misuse visibleadmin.oasishome.ae
- 2:04Submitted Create warranty caseadmin.oasishome.ae
- 2:06Opened Warranty case WC-1204 – Oasis Home Adminadmin.oasishome.ae
- 2:11Clicked Book technicianadmin.oasishome.ae
- 2:14Chose Technician slot → Thu 10:00–12:00admin.oasishome.ae
- 2:19Submitted Confirm bookingadmin.oasishome.ae
- 2:19Voice note
“Technician visit, no charge.”
- 2:22Voice note
“And if the repair fails twice, then we replace.”
- 2:25Voice note
“That's my rule from experience.”
- 2:26Voice note
“The second visit is the limit”
- 2:30Opened Sofa leg broke after 8 months – Ticket #48355 – Oasis Home Supportoasishome.zendesk.com
- 2:34Clicked Public replyoasishome.zendesk.com
- 2:37Typed Reply body → Thanks for the photos – this is covered by your 2-year warranty. Our technician will repair it at your home on Thursday, 10:00–12:00, free of charge.oasishome.zendesk.com
- 2:39Chose Ticket status → On-holdoasishome.zendesk.com
- 2:43Submitted Submit as On-holdoasishome.zendesk.com