This article provides the step-by-step process for Technical VAs and CS VAs to properly initiate and process warranty requests in Zendesk.

Out-of-Warranty (OOW) Handling Process 

1. Warranty Policy Check

Before proceeding with an OOW case, verify:

• ✅ The device is beyond 2 years from the Date of Purchase (DOP).

• ✅ Customer does not have an active continuous subscription from DOP (if subscription is active and ongoing, case should be handled as in-warranty).

• ✅ The product was purchased from an authorized Swann retailer (e.g., Swann Store, Best Buy, Amazon – direct).

• ❌ Extended warranties offered by third-party retailers are not supported.

2. Repair Options

• Repairs are currently paused.

• Follow Phase 3 OOW options instead.

3. Upgrade Path

• If customer chooses to upgrade instead of repair, case should be forwarded to Sales team for draft cart assistance.

4. Spare Parts Handling

• If spare parts are available: Offer them.

• If no spare parts are available: Recommend upgrade options.
  
  

Camera Cases

• Provide a quote for a suitable replacement camera, including:

  • New condition price.

  • Refurbished price (if available).

Accessory Parts (PSU, HDD, etc.)

• These are often sent FOC (Free of Charge) if in stock.

• Applies to both in-warranty and out-of-warranty customers (case by case).

Internal HDD Requests

• Some customers may request an internal HDD to self-install.

• RA Team may send FOC if available.
  
  

• Important:

  • Provide installation instructions.

  • Advise customer that installation is at their own discretion.

  • Swann is not responsible for damage caused during customer installation.

  • RA Team makes this disclaimer clear in instructions.

5. VA Action Checklist Before Initiating OOW Process

• Confirm device is over 2 years from DOP.

• Verify no continuous subscription since DOP.

• Check proof of purchase is from authorized retailer.

• Apply policy: No 3rd-party extended warranty coverage.

• Note repair option not available – proceed with upgrade or spare parts.

• Forward case to Sales if upgrade option is requested.

• Endorse to RA Team if spare parts or FOC accessory is applicable.

Summary:
All OOW cases must first be validated against warranty period and subscription coverage. Spare parts or accessories may be provided if available, otherwise an upgrade path will be offered through Sales. Repairs are paused. RA Team to manage parts dispatch and disclaimers.