The Hunt 02242022

For newly placed orders

what do we need to do first before processing a refund?

• check if order is synced in skubana

• check if order was processed in recharge

• both

Lola has an MA-25 given as a gift from Christmas 2019,

she doesn't have the order number and no way of getting it.

You have checked all details to get the order # but unsuccessful.

Item is not turning on, Filters were only changed once.

- What should you advise Lola?

• Provide TS steps

• Provide TS steps, forward the terms and conditions of the Lifetime Warranty.

• Provide TS steps, forward the t&c's of the Lifetime Warranty, Ask her to Register.

Ritch sent an email inquiry about his MA-112 that shows delivered- he also sent

CCTV footage showing that the item was stolen 10 minutes after UPS dropped the item off.

What should we advise Ritch?

• Inform Ritch that we will file a UPS claim for the lost item.

• Inform Ritch that we will investigate wait 2 bd (escalate ticket to L2)

• Inform Ritch that we will investigate wait 2 bd (escalate ticket to L2),

  Ask him to also inform local authorities of the theft, may also contact cc/bank if they have insurance.

When do we leave an Internal Note for our tickets?

• escalation to L2

• Snoozed ticket

• Duplicate ticket

• all applies

Customer Email: " Thank you for answering my question, I would check your website now and see if there

are sale items. Thanks Again!

Next Actions?

• Reply and Close- Provide link to website, encourage customer to sign up for the newsletter.

• NRN Close- Thank you email

• Reply and Close-Provide Link to website

Adelle has a 3 yr old MA-40- she reached out since the sensor is not working but unit is still operational.

The item is in her basement that was flooded, it shows that Adelle has been changing genuine filters as prescribed.

Next steps for Adelle?

• Offer 20% off for new unit- Out of Warranty damage

• Offer MA-40 sensor only.

• Offer free upgrade to MA40 UV or MA V2 whichever customer prefers.

Aimee filed a claim for a defective MA-40 sensor and she received a new unit, she kept using the original unit with the defective

sensor and continues to change the genuine filters on both units. Aimee called today to file a claim since her original MA-40

is not turning on. TS steps did not work. what to do?

• Inform Aimee that she can get new unit upgrade for 20%

• Inform Aimee that she can get new unit upgrade by using MEDIFYAIR10

• Ask Aimee to send video of defective item

• Ask Aimee to send video of defective item, Offer free upgrade to MA40 UV or MA40.

Siege's cat has pushed his 2 month old MA14 off of the table- he sent an email letting us know that it's not turning on.

He would like to get the MA-112 as replacement.

Next steps for Siege?

• Inform Siege that we can replace with MA-112 with 20% discount.

• Inform Siege that we can't offer a replacement since it's out of warranty damage

• Inform Siege that we can only replace with same unit MA-14- 20% discount

Lola has the MA-SMART and it's not turning on - she's been diligent in replacing filters and has registered the item.

You've done TS steps which is unsuccessful and Lola sent the video showing the issue. Next steps for Lola?

• Refund the customer- We don't sell the MA-SMART anymore

• Offer MA-25 for 20% discount

• Offer MA-25 as replacement

If customer has filter club subscription- they can only use Credit Card to complete the purchase?

• Yes

• No