Returns

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Questions and Answers

What information must be verified upon receiving a returned modem?

The compatibility of the modem with other devices

The customer's feedback on the modem's performance

The return information with the customer order number or return authorization (correct)

The stock availability of modems for future orders

Why is it important to inspect the packaging of a returned modem?

To check for visible damage that could indicate harm during shipping (correct)

To confirm the modem's warranty status

To identify potential shipping insurance claims

To determine if the modem is updated to the latest software

During the physical inspection of a returned modem, which type of damage should NOT be documented?

Missing labels (correct)

Exposed wires

Superficial scratches

Cracks

What components must always be returned with the modem?

The power cord and modem Signup and view all the answers

What is the first step in testing the modem for functionality?

Powering on the modem using a standard power adapter Signup and view all the answers

What should be done if any components are missing from the returned modem?

Log the missing items and inform Nomad Internet Signup and view all the answers

What is a primary function of running a performance check on the modem?

To ensure the modem functions as expected Signup and view all the answers

Which of the following statements is incorrect regarding the returned SIMs?

They can be reused without further testing Signup and view all the answers

What should be done if a modem fails any test or shows signs of malfunction?

Mark it as damaged and follow the sorting procedure. Signup and view all the answers

Which cleaning step involves the use of non-abrasive cleaners?

Surface cleaning the exterior of the modem. Signup and view all the answers

What indicates a modem should be categorized as damaged during sorting?

It shows signs of operational damage or cannot power on. Signup and view all the answers

Which of the following is required when logging the return of a modem?

The modem's serial number or IMEI. Signup and view all the answers

What action should be taken immediately after processing returns?

Create a detailed weekly report summarizing the returns. Signup and view all the answers

In the context of the sorting procedure, what signifies a non-damaged modem?

It passes all physical and functionality checks. Signup and view all the answers

When preparing a modem for redistribution, what is essential regarding the packaging?

The packaging must meet safety and branding standards. Signup and view all the answers

What must be documented if any components of the modem are missing upon return?

Documentation should be written and photographic. Signup and view all the answers

What is the consequence of failing to adhere to the outlined guidelines?

Possible penalties or corrective action may occur. Signup and view all the answers

What should be done with modems that are categorized as damaged?

They should be set aside for repair, warranty, or disposal. Signup and view all the answers

Study Notes

Modem Return Policy

Purpose: Outlines procedures for external shippers handling returned Nomad Internet modems. Focused on proper handling, testing, cleaning, and reuse.
Receiving Returned Modems:
- Verification: Match return information (customer order, IMEI, etc.) to the modem.
- Packaging Inspection: Check for damage to prevent further harm to the modem.
Modem Examination for Damage:
- Physical Inspection: Document any visible damage (cracks, broken ports, scratches, water damage, heat damage, tampering).
- Component Check: Verify all components (power adapter, cables, SIM card, antennas) are present. Documentation of missing parts is required and must be reported to Nomad Internet.
Testing Modem Functionality:
- Power & Connection: Power on, ensure SIMs work, and test connection to network.
- Performance Check: Run diagnostics or speed tests to confirm proper function.
Cleaning and Sanitizing:
- Surface Cleaning: Use soft cloth and non-abrasive cleaner.
- Sanitizing: Use disinfectant wipes/spray on modem surfaces.
Sorting (Damaged vs. Non-Damaged):
- Non-Damaged: Pass all tests, return to inventory for reuse.
- Damaged: Document damage, either repair, warranty return, or disposal (as directed).
Logging the Return:
- Detailed Record: Record customer details, IMEI, condition, components, tests details. IMEI and modem condition are required fields. RMA is optional, if displayed on the label, then log it.
- Inventory Updates: Update inventory for non-damaged modems.
Modem Preparation for Redistribution:
- Repackaging: Secure, protective repackaging using proper Nomad Internet branding.
- Inventory Placement: Storage in a safe, clean, organized manner.
Reporting:
- Weekly Reports: Summarize return counts, conditions, and issues to Nomad Internet.
- Notifications: Report any recurring issues (damage, missing parts, functional failures) promptly.
Compliance: Adherence to the policy is crucial, and failures may result in penalties.