PROCEDURES

Procedure : Warrant management systems

Scope : AT XXXXXXXXXXXXXXX _________________ When the organization is required to provide

warranties for their products(s), the organization shall implement a warrant management process.

PROCESS

The organization shall include in the process a method for warranty part analysis, including NTF (no
trouble found). When specified by the customer, the organization shall implement the required
warranty management process. When specified by the customer, the organization implements the
required warranty management process. Supporting documentation: RGA process, Warranty policy,
RGA. AT XXXXX We have a return material authorization process in place per our Customer Complaint
Cycle (RMA's) Instructions (QSWI 14.4). Included in this process is a method for warranty part analysis,
including no trouble found, customer failure, internal nonconformance, etc.

Warranty Management and Claims Processing System

 Service Warranty Database and Tracker (Database information uploaded from Sales Module is
being maintained by Marketing and Sales Department)
 Service Request Registration, authorization, service job ticket issue, job ticket closure & Report
functions.
 Parts procurement request, parts issue authorization
 Parts Inventory Management, Purchase Order Management, Repair Management, Vendor
Management etc.

WARRANTY CLAIM FLOW AT XXXXXXXXXXXXXXXX

Should a client wish to pursue a warranty claim occur due to defective operation, materials or
workmanship, XX will rectify the issue in accordance with our warranty statement.
In the event that goods need to be returned for repair or replacement, the following procedure shall be
followed:

1. Contact XXX at the earliest possible opportunity, either via email [xxxxxxxx] or by with the
following minimum information:

a. Fitting type, description and code.

b. Date of purchase, invoice number, customer.

c. Total quantity purchased compared to quantity with issues.

2. To assist us in swift processing of the claim, we require the claimant’s help to understand the
environment in which the luminaires are installed and operate. Depending on the complexity of the
issue XXXX may require a Customer Field Report to be completed. Photo images are appreciated
 PROCEDURES

and may be requested by XXXX Regardless of the issue, a detailed description of the problem, when
and how it is occurring is always required.

3. At least one Piece will need to be returned back to base at the customer’s expense.

4. In all cases a GRN (Goods Return Number) is required for any and all products being returned.
Once the claim has been approved by XXXXX, or in the case of a luminaire being sent back for
inspection related to a claim, a GRN will be issued to the claimant as an official Goods Return
Authority. Any goods returned to XXXXX without a GRN will not be accepted, and any costs relating
to re-direction of the goods will be borne by the claimant.

5. In the case that XXXX elects to send any replacement fittings prior to any returns to assist the
customer, they will be invoiced at full price and a credit will only be provided on return of the original
goods in saleable condition after an engineering inspection.

6. XXXX reserves the right to rectify by means of repair, exchange or replacement wholly at our
own discretion. The decision for method of rectification will take place after inspection of the product.

7. Where damage is alleged to be caused during delivery to the customer the incident must be
reported in writing within 3 days after delivery.

8. All cost associated with the return of goods will be borne by the customer.

Customer complaints and field failure test analysis XXXXXX performs analysis on customer complaints
and field failures, including any returned parts, and initiates problem solving and corrective action to
prevent recurrence. Where requested by the customer, this includes analysis of the interaction of
embedded software of the organization’s product within the system of the final customer’s product. The
organization communicates the results of testing/analysis to the customer and also within the
organization.

Supporting documentation: Field Incident Report (FIR), RGA/Warranty process, Testing Results