100xApprentice
← Omar
Recording · Observed

Furniture warranty claim for a broken item

Omar · 12 Oct, 14:00 · 2:45 long · 42 stepsObserved: recorded quietly in the background, with consent.

Used inFurniture warranty claim for a broken item

What happened, in order

Highlighted moment at 2:06
  1. 0:05
    Opened Drawer runner broken – sideboard – Ticket #48660 – Oasis Home Support
    oasishome.zendesk.com
  2. 0:08
    Clicked Conversation
    oasishome.zendesk.com
  3. 0:13
    Opened Orders – Oasis Home Admin
    admin.oasishome.ae
  4. 0:21
    Typed Search orders → OH-099410
    admin.oasishome.ae
  5. 0:24
    Clicked OH-099410
    admin.oasishome.ae
  6. 0:29
    Opened Order OH-099410 – Oasis Home Admin
    admin.oasishome.ae
  7. 0:31
    Clicked Items
    admin.oasishome.ae
  8. 0:33
    Clicked Marlo sideboard – imported
    admin.oasishome.ae
  9. 0:36
    Opened Furniture Warranty – Customer Ops – SharePoint
    oasishome.sharepoint.com
  10. 0:40
    Clicked Section 4 – Imported furniture
    oasishome.sharepoint.com
  11. 0:46
    Opened Drawer runner broken – sideboard – Ticket #48660 – Oasis Home Support
    oasishome.zendesk.com
  12. 0:49
    Clicked Photos received (2)
    oasishome.zendesk.com
  13. 0:51
    Opened New warranty case – Oasis Home Admin
    admin.oasishome.ae
  14. 0:54
    Chose Product → Marlo sideboard – Walnut
    admin.oasishome.ae
  15. 0:56
    Chose Defect type → Hardware – drawer runner
    admin.oasishome.ae
  16. 0:58
    Chose Resolution → Supplier part replacement
    admin.oasishome.ae
  17. 1:01
    Typed Description → Left drawer runner snapped, 14 months, photos attached
    admin.oasishome.ae
  18. 1:05
    Submitted Create warranty case
    admin.oasishome.ae
  19. 1:10
    Opened Warranty case WC-1231 – Oasis Home Admin
    admin.oasishome.ae
  20. 1:15
    Opened New message – Oasis Home Mail
    mail.oasishome.ae
  21. 1:20
    Typed To → [email]
    mail.oasishome.ae
  22. 1:26
    Typed Subject → Warranty part request – Marlo sideboard – WC-1231
    mail.oasishome.ae
  23. 1:31
    Typed Message → Hello, please send a replacement left drawer runner for Marlo sideboard (order OH-099410). Photos attached.
    mail.oasishome.ae
  24. 1:34
    Submitted Send
    mail.oasishome.ae
  25. 1:40
    Opened Drawer runner broken – sideboard – Ticket #48660 – Oasis Home Support
    oasishome.zendesk.com
  26. 1:42
    Clicked Public reply
    oasishome.zendesk.com
  27. 1:51
    Typed Reply body → This is covered by your warranty. We've ordered the replacement part from the maker and our technician will fit it as soon as it arrives (about 10 days).
    oasishome.zendesk.com
  28. 1:52
    Chose Ticket status → On-hold
    oasishome.zendesk.com
  29. 1:56
    Submitted Submit as On-hold
    oasishome.zendesk.com
  30. 2:01
    Opened Repair didn't hold – bed frame squeaks again – Ticket #48668 – Oasis Home Support
    oasishome.zendesk.com
  31. 2:03
    Clicked Conversation
    oasishome.zendesk.com
  32. 2:05
    Opened Warranty case WC-1188 – Oasis Home Admin
    admin.oasishome.ae
  33. 2:06
    Clicked Visits
    admin.oasishome.ae
  34. 2:11
    Clicked Visit 2 – 18 days ago – repair
    admin.oasishome.ae
  35. 2:13
    Chose Resolution → Replace item
    admin.oasishome.ae
  36. 2:21
    Typed Description → Second repair failed – replacing the frame per 2-visit rule
    admin.oasishome.ae
  37. 2:23
    Submitted Update case
    admin.oasishome.ae
  38. 2:27
    Opened Repair didn't hold – bed frame squeaks again – Ticket #48668 – Oasis Home Support
    oasishome.zendesk.com
  39. 2:31
    Clicked Public reply
    oasishome.zendesk.com
  40. 2:38
    Typed Reply body → We're sorry the repair didn't last. Rather than a third visit, we'll replace the bed frame – our team will call you to book delivery.
    oasishome.zendesk.com
  41. 2:41
    Chose Ticket status → Solved
    oasishome.zendesk.com
  42. 2:45
    Submitted Submit as Solved
    oasishome.zendesk.com