Equipment Return Conditions

The client reports the fault via phone call, email or WhatsApp to +237 693 588 984. The IT Support opens a ticket within 2h. Information to provide: fault description, serial number, purchase date, specific symptoms.

The technician conducts a pre-diagnosis by phone or email (max. 4h after ticket opening). If resolvable remotely: remote support. If not: physical return procedure is initiated.

Scheduling an appointment with the client within 24h. Preparation of the Equipment Return Form (HOODO-SSI-FRM-001). The client must have their purchase invoice and warranty card if applicable.

The technician goes to the client with the Return Form and suitable protective packaging. The equipment condition is noted in the client's presence (photos if necessary). The client signs the form and keeps a copy.

The equipment is safely transported in protective packaging. An internal tracking number is assigned and the equipment is entered into the repair registry. Maximum delivery time to the workshop: 24h.

Comprehensive diagnosis at the workshop within 48h. A Diagnosis Report (HOODO-SSI-RD-001) is drafted: cause of fault, parts to replace, cost estimate, repair timeline. The client is contacted for approval if the repair is billable.

The repair is carried out or a replacement is prepared. If under manufacturer warranty: warranty claim filed. Out of warranty: repair quote submitted to the client.

The repaired equipment is tested using our standard checklist (power, functions, connectivity, printing if applicable), validated by 2 consecutive tests. A compliance report is drawn up.

The client is contacted to plan the return. Equipment is delivered to the client or the agency. The Return Protocol (HOODO-SSI-PVR-001) is signed by the client. Completed works are explained.

The ticket is closed following client confirmation. A satisfaction survey is sent. The client's equipment file (fault history) is updated. All documents are archived in the client file.