Name: ________________________________________ Date: ______________________

Position: ______________________________________ Branch: ____________________

Part I. Process of Repair Check-In (Identification)

Direction: Read the questions carefully and explain each of the item.
Your answer should be as well organized and as carefully written as you make it.

1. What must CSR do if the client queueing his/her information?

___________________________________________________________________________________________
___________________________________________________________________________________________
___________________________________________________________________________________________

2. How many minutes must client to wait before CSR do the start serving?
___________________________________________________________________________________________
___________________________________________________________________________________________
___________________________________________________________________________________________

3. What must CSR confirm when it comes client input her/his personal information?
___________________________________________________________________________________________
___________________________________________________________________________________________
___________________________________________________________________________________________

4. What must CSR confirm when it comes to client product information?

___________________________________________________________________________________________
___________________________________________________________________________________________
___________________________________________________________________________________________

5. When checking the warranty status of the unit, what must the CSR do when the customer failed to
provide a proof of purchase (POP)? Enumerate 8 steps.
1. __________________________________________________________________________________
2. __________________________________________________________________________________
3. __________________________________________________________________________________
4. __________________________________________________________________________________
5. __________________________________________________________________________________
6. __________________________________________________________________________________
7. __________________________________________________________________________________
8. __________________________________________________________________________________
6. If client insisting that their unit is still In Warranty but based on ASUS E-Lean it is Out warranty. What
document from client you must ask to be provide?
___________________________________________________________________________________________
___________________________________________________________________________________________
___________________________________________________________________________________________

7. What you must explain to client when the item is Grey Unit?
___________________________________________________________________________________________
___________________________________________________________________________________________
___________________________________________________________________________________________

8. How much the Diagnosis Fee?

1. Laptop ___________
2. Mobile ___________
3. Tablet ___________

9. What must CSR check when it comes to Updated Checklist? – Be Specific

___________________________________________________________________________________________
___________________________________________________________________________________________
___________________________________________________________________________________________

Part II. Service Waiver Form (Essay)

Enumerate and explain each step for Service Waiver Form

IV. SERVICE WAIVER FORM

I understand and accept that:

1.
___________________________________________________________________________________________
___________________________________________________________________________________________
___________________________________________________________________________________________

2.
___________________________________________________________________________________________
___________________________________________________________________________________________
___________________________________________________________________________________________

3.
___________________________________________________________________________________________
___________________________________________________________________________________________
___________________________________________________________________________________________

4.
___________________________________________________________________________________________
___________________________________________________________________________________________
___________________________________________________________________________________________
 5.
___________________________________________________________________________________________
___________________________________________________________________________________________
___________________________________________________________________________________________

6.
___________________________________________________________________________________________
___________________________________________________________________________________________
___________________________________________________________________________________________

7.
___________________________________________________________________________________________
___________________________________________________________________________________________
___________________________________________________________________________________________

8.
___________________________________________________________________________________________
___________________________________________________________________________________________
___________________________________________________________________________________________

9.
___________________________________________________________________________________________
___________________________________________________________________________________________
___________________________________________________________________________________________

Part III. Fill in the Blanks

Process of Requesting RMA Creation (Level 1 Diagnosis, Same day repair, NTF) (Essay)

1. Email the RMA for creation of RMA ID (Template Form for requesting RMA ID)
1. _____________________________________________________________________________
2. _____________________________________________________________________________
3. _____________________________________________________________________________
4. _____________________________________________________________________________
5. _____________________________________________________________________________
6. Attached with _________________________________________________________________
2. Once the RMA ID is already created _______________________________________________________
3. Once the test is _________ upload it on ASUS E-Lean
4. ____________________ and send back to RMA thru email
5. RMA will do the Closing of RMA ID
Process of Advanced Ordering

1. Email the RMA for Advance Ordering (Template Form for Advance Ordering)
a)
b)
c)
d)
e)
f)
g)
h)
i) Attached with

Process of Branch Order/Part Order only

a)
b)
c)
d)
e)
f)
g)
h)
i) Attached with

Process of DOA

1 Email the RMA for creation of RMA ID (Template Form for DOA)
a)
b)
c)
d)
e)
f) Attached with

2. Once the RMA sent the Service Product Form, _______________________________________________

3. __________________________________________________and send back to RMA to close the RMA ID.
Part III. Fill in the Blanks

SOFTWARE INSTALLATION
UNIT Diagnosis Fee Installation Fee
Mobile
Tablet
Laptop

HARDWARE INSTALLATION
LAPTOP: PURCHASED FROM SSD/RAM/HDD Installation Fee
Other Store Gigahertz
Other Store Other Store
Gigahertz Gigahertz
Gigahertz Other Store

Part IV. Enumerate

What are the Top 4 most important thing that you must said to client?
1._____________________________________
2._____________________________________
3._____________________________________
4._____________________________________

Part V. Fill in the Blanks

ETA Communication Matrix

ASUS
WARRANTY STATUS REPAIR TYPE CHUB HO INVENTORY SHOULD BE ETA
IN WARRANTY HARDWARE 3 4
OUT WARRANTY HARDWARE 3 0
IN WARRANTY HARDWARE 0 0
OUT WARRANTY HARDWARE 0 0
IN WARRANTY HARDWARE 0 1
IN WARRANTY SOFTWARE
OUT WARRANTY SOFTWARE
Part VI. Essay
Customer Handling

1. What will you do if Client doesn’t want to do the queueing process? (For inquiry only)
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________

2. What will you do if Client want to negotiate the part price for Out Warranty? (Positive Client)
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
3. What will you do if Client doesn’t want to give his/her personal information?
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
4. How will you avoid Client backout due to he/she needs to back up the files?
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________

“Success is no accident. It is hard work, perseverance, learning, studying, sacrifice and most of all, love of what
you are doing or learning to do”.