Issue Recurred Post SME Visit

• If SME Slots are exhausted: We’ll create a new booking from the business account for the customer and fanout the request to the senior SME and make sure the SME arrives at the customer's place within 24hrs[Appliances].
• If SME slots are available : We’ll exhaust SME slots by creating a normal SME from the dashboard and align the customer.
• If the case seems to be very critical then we’ll create the SME request from the dashboard only but we’ll send the senior SME at the customer's place.

• If issue is not resolved post senior SME [Under warranty period]:

1. We’ll offer to refund the initial amount to the customer. 
2. If customer doesn’t want refund then again we’ll send a senior SME to the customers place and solve the issue.

            Note:

1.  If SME slots are not exhausted then create SME requests from the dashboard and fanout to the senior SME.
2.  If SME slots are exhausted then create a new booking from the system and send a senior SME  to solve the issue.

        C. If customer neither aligned for the refund nor SME  - then ask the customer get the issue fixed from the brand and we’ll cater the bill upto 10k or >10k [With pod lead                       and trainer approval],

• Senior SME confirms that the issue can’t be fixed then we’ll:

1.  Take an estimate from the senior sme/trainer for the repair cost and refund the customer.
2. If customer is not aligned for the refund then we’ll ask the cx to get the issue fixed from brand and cater the bill up to 10k [In edge cases where the repair cost is >10k pod lead will handle such cases and accordingly decide for the refund amount].