Escalations

Instructions

1. Copy the minimum requirements template below to all escalation notes and fill each field.
2. Copy the product requirements and fill all fields.
3. Copy the category requirements and fill all fields.
4. Translate the case title (or change it from the generic OTS to reflect the issue).
5. Escalate the case.

Minimum in ALL cases (MUST have for ALL escalations):

 Current firmware or driver version.

 Hardware version (if the product has multiple versions).
 Problem description details (MUST be translated and written in English).
a. Be as detailed as possible in final case note before escalation.
b. Be sure to include step-by-step to reproduce/replicate issue, NOT paragraphs of
descriptions.
o If unable to reproduce or replicate in lab, explain why.
Include error message when possible.
o If screenshots are not in English, translate errors/messages in the
screenshot to English.
Indicate if the unit has been RMA’d before and how many times.
 History of the problem (i.e.: working before, encountered power outage, etc.).
 Detailed troubleshooting done.
 Network Topology details, including but not limited to:
a. ISP (indicate if Cable, DSL or T1 connection).(MUST BE INCLUDED)
b. Static or Dynamic WAN IP.
c. Modem brand/model (MUST include model number).
d. LAN IP address.

Additional information based on Product type:

1. HOME ROUTERS/GATEWAYS (wired and wireless)

Common to all
  Status for each LED light: (on/off/blinking/color)
 Network diagram/Topology: (MUST provide specific model and version of ALL devices and
how they are connected)
 Config file attached: (Yes/No. If no explain why)
 Config‘s LAN IP, username and password:

If it is a DG/DSL dropout/sync issue:

 Country and ISP, VCI, VPI, MUX: (Verify customer profile reflects the correct country)
 PPP log attached: (file name)
 Confirmed WLAN/LAN is stable:
 Internet Disconnection Information (i.e. how often, estimated interval between
disconnections)
 Router stats: (including upstream/downstream noise margin, line attenuation, etc.)
 Verified that DSL issue does not exist if using another device: (Yes/No. If yes, what devices)
 Was unit able to auto-reconnect after a disconnection: (Yes/No)

Notes on DSL dropout/sync issues:

If unit was replaced with a different model, when other router arrives working PPP log must be
obtained as well. L2 must follow up with the customer to ensure they keep both routers until
SYNC issue is resolved with original router.

Procedures to obtain PPP logs can be found here:

http://netgear-us1.custhelp.com/app/answers/detail/a_id/20688

If it is a CG/Cable WAN dropout/disconnect issue:

 ISP/MSO Name:
 Region/Location:
 MAC Address:
 Account Number with ISP:
 Service plan (Internet package) from ISP:
 Did customer confirm modem has been provisioned with ISP?
 Did customer check with ISP if there is any issues on their side?
 Is there a splitter connected on the cable that connects to the cable modem?
 Capture Screenshots
a. Modem Status (Boot status information).
b. Cable Connection status (Downstream/Upstream information, and etc.).
c. Event Logs.

Notes on Cable WAN dropout/disconnect issues:

If customer has tired another cable modem/cable modem router and it works fine for them please
have customer provide screenshots showing modem status and Downstream/Upstream
information, and etc. for that if they still have it.

If it is a PC LAN or WLAN disconnect issue:

 PC Adapter name and model (MUST list all devices that are having the problem and include
their name/model):
 Adapter’s driver version:

3G Mobile Broadband Routers

 3G USB modem:
 Country/Region:
 ISP:
 3G modem is on the 3G compatibility list: (Yes/No
http://kb.netgear.com/app/answers/detail/a_id/24141)
 Diagnostic logs attached: (file name)
 3G Modem is working when connected directly to the PC? (Yes/No)
 3G modem is plugged into the extender cable and not directly into the device’s USB port?
(Yes/No)

Wireless Issues

 Description of Environment (i.e. – distances or any obstacles in the way).

 Wireless Topology (Include the model of each device and OS if applicable).
 Wireless adapter/chipset used (MUST include the exact model number of the adapter).

ReadySHARE Issues

 Brand/model of USB drive.

 File System format type and content type.
 Partitioning format/style (MBR or GPT).
 Drive capacity and number of files.
 Has user tried another USB drive?
 Minidlna file if available.
 ReadySHARE Vault Logs (If ReadySHARE Vault issue):

2. MULTIMEDIA VIDEO PLAYER/STREAMER

 What connector type is being used (component, composite, HDMI, etc...)

 Is the customer streaming content via wired or wireless?
  If the problem is with a specific media file/type:
a. Indicate the exact media file type (MPEG, AVI, etc.)
b. If media file has shuttering etc., what are the results of plating from locally
connected device (USB with media file on it)
Where does the media reside? (Local, attached USB, network, etc...)
a. If on the network, is it a PC? (indicate what OS)
b. If on a NAS box, what model?

NTV350/NTV550:

 If media file has stuttering/skipping, what are results of playing from locally connected
device: (USB with media file on it)
 If accessing over the network, are they using SMB or NFS to access files?
 Where does the media reside? (Local; attached USB; network etc. If on the Network, is it a
PC (with OS), NAS box (with model), other)

NTV200/NTV300/NTV300S/NTV300SL/GTV100:
 If the problem is with a specific channel(s), list which channel(s).
 Mobile App: If the problem is with the mobile app list specific issue.

3. PUSH-2-TV (PTV1000/PTVU1000/PTV2000/PTV3000)

 Laptop brand and exact model number.

 WLAN adapter being used (Provide exact model number of adapter and driver version).
 Check if laptop is compatible.
 Intel wireless software update, Intel WiFi driver update and critical update should be
installed.
 For WiDi issues:
a. Check if WiDi has been reset.
b. Check if WiDi is already allowed on Windows firewall.
c. Try disabling and enabling the WiDi utility.

4. WIRELESS EXTENDERS

 Adapter model and driver version :

 Description of Environment: (i.e. – distances or any obstacles in the way).
 Wireless Topology: (Include the model of each device and OS if applicable).
 Wireless adapter/chipset used (MUST include the exact model number of the adapter):
5. STORA

 Stora name:
 Admin username and password:
 Product key:
 Standard or Premium account:
 Current FW version:
 Front panel light status (if applicable).
 Port forward check & any issues fixed before escalating.

Additional information if ran:

 Ran Stora Self Diagnostic (if yes mention the results, if no explain why)
 Ran Factory reset (if yes mention the results, if no explain why)
 Ran Firmware recovery (if yes mention the results, if no explain why)
 Can device be logged into through mystora.com? (If yes mention the results, if no explain
why)

6. ADAPTERS/USB DONGLES

 Driver version (current, previous and tested).

 Model of router used:
 Is there any error messages?
 Belarc file attached: (file name)

Email template for Belarc:

It seems that there may be a compatibility issue with your computer. In order for engineering to fully
diagnose the issue properly, please download & run the following:

http://www.belarc.com/ba5.html?B

This is an application that gives a full diagnostic & status of your PC. When you run the application, it
will generate a HTML file in your browser. Please save this page or copy the contents and send it to
us for analysis.

7. POWERLINE ADAPTERS
  Driver version (current, previous and tested).
 Description of where the Powerline devices are connected and other nearby devices (i.e.:
TV, Oven, Dishwasher, etc...).

8. SC101/SC101T

 Firmware / SCM utility version.

a. Check if mix-matched or update to match.
b. Make sure that the equivalent is installed on all computers.
Number of hard drives.
Size and manufacturer of the hard drive.
LED status (front and back).
If problem may be caused by the firewall:
 Try to uninstall completely because just disabling them will not work.
For partition issues:
 Get z-scan listall result.
a. IP address of the PC.
b. Root IP (IP of the HDD).
c. Number of partitions.
d. Firmware version.
 Get z-scan getpart result.
 Exact attribute of the partition.
For other issues:
 Uninstalling and reinstalling SCM utility result.
a. Resetting and power cycling the unit result (this will not delete any date on the
SC101).

NOTE: L1 can basically do anything with the SC101 except Telnet access, removing partitions and
changing attributes.

9. AirCard/Mobile Hotspot Products

 ISP AirCard/Mobile Hotspot Used On:

 Rep ID:
 AirCard/Mobile Hotspot model:
 AirCard/Mobile Hotspot IMEI/ESN:
 AirCard Software Version/Build:
  OS version include service pack and type:(e.g. Windows 7 SP1 32-Bit)
 Any special set ups such as virtual machines, and special hardware.

Note:

Please ensure that all of the information requested is obtained at the same time to avoid
inconveniencing the customer and prevent de-escalation from L2.

NAS Escalations
Use the below template when escalating ReadyNAS cases to L2. It is important that L2 has all
the necessary information, in order to solve the case quicker.
It is essential that you get remote access and logs - every time you escalate a NAS case! The
only time that it is acceptable not to attach logs is if you cannot get them, i.e. the NAS does
not boot properly or there is no access the to web admin page.

L2 do require remote access on every case. There are two types of remote access:
Secure Diagnostics Mode (Can be activated from the GUI - if in doubt how – ask an L2)
Tech Support Mode (Can be activated from the boot
menu): http://kb.netgear.com/app/answers/detail/a_id/20898/~/readynas%3A-boot-
menu 

Here is an explanation of the differences between the

two: https://community.netgear.com/t5/Using-your-ReadyNAS/Secure-diagnostic-mode-vs-
tech-support-mode/td-p/948475 

The main thing is that in Tech Support Mode, the NAS is not accessible to the user.
Therefore, we have to choose the right option for each problem. Use Tech Support Mode
when:
- The NAS does not boot properly
- There is not access to web admin page
- Customer has no access to the data
For all other issues, use Secure Diagnostics Mode.

REMEMBER!! That the customer always needs to agree to our remote access policy. We
need written confirmation (via OTS) from customer that they agree. Else, we cannot access
and work on their NAS. You send them the remote agreement directly from FRED from the
“Send Agreement” button.
You can enable one of these two modes, below:

Secure Diagnostics Mode

Go to the web admin page: “System” --> “Settings” --> scroll all the way down to bottom of
the page and expand the “Support” section. Tick the box to enable Secure Diagnostics Mode
and click “Apply”. This will give you a 5-digit port number. Customer needs to give that
number to us. We also need the admin password of the NAS.
Tech Support Mode
This has to be done via the boot menu. You can find all boot menus, for all the different NAS
models here: http://kb.netgear.com/app/answers/detail/a_id/20898/~/readynas%3A-boot-
menu
For Tech Support Mode, we do not need the admin password of the NAS.

What is the difference between the two? Secure Diagnostics Mode allows us to access the
NAS, while it is still in normal operation. Thus customer will not have downtime. Tech
Support Mode on the other hand, is a low level debug mode where the NAS is only
accessible by NETGEAR. Thus customer cannot use the NAS in the meantime. We use one
mode or the other, depending on the problem. For now, ask me whenever you need to
escalate a NAS case. I can help determine what access mode we need enabled.

Whichever remote access method we decide to use, you always need customer’s written
consent (in the ticket) to out remote access policy. This is very important, else we cannot
touch that NAS. You can send the remote access policy to the
customer: http://kb.netgear.com/app/answers/detail/a_id/20932/~/netgear-remote-
access-policy
He/She can write back her consent in the ticket. Not before you have that written consent,
can you escalate the case. And no – it is not enough that they agree to the remote access
policy over the phone. We need written consent from customer.

Lastly, always attach the ReadyNAS logs to the case – if the customer has access to the web
admin page.

We expect this template to be followed going forward. If it is not, then the case will send
back to you.

NAS TEMPLATE

********* Contacts *************** 

Customer Contact information for L2 follow up:
----------
Name:
Phone:
Email:
Timezone:
Does customer speak English?
*********** Hardware **************
Model:
Serial:
FW version:
********* Issue Summary ***********
Issue Summary:
 
Troubleshooting steps tried:
1.
2.
3.
Etc..
******* Log files and remote access ********
Are the log files attached to the case?
Remote access details (Secure Diagnostics Mode or Tech Support Mode):
5-digit remote access code:
Admin password of the NAS:
Has the remote access disclaimer been approved by customer?

ARLO Escalations
This document contains information and requirements that L1 Arlo Support Experts MUST
provide when escalating Arlo cases to L2. This escalation template is to be used
by ALL Arlo L1 experts before escalating any Arlo cases to L2. Failure to
meet escalation requirements prior to L2 escalation will result in case being de-escalated
back to L1.

Instructions

1. Provide the minimum requirements template below to all escalation notes and fill
each field.
2. Provide the product requirements and fill all fields.
3. Provide the category requirements and fill all fields.
4. Translate the case title (or change it from the generic OTS to accurately and concisely
reflect the issue).
5. If issue cannot be resolved in 20 minutes or less, Escalate the case to L2.
6. Exception to the above is where ad-hoc procedures exist

Example: Red Image camera

issue: https://fred.netgear.com/database/ViewInternalKB.asp?articleNumber=
%27000036381%27

Minimum in ALL cases (MUST have for ALL escalations):

 Be sure to include steps to reproduce/replicate issue, NOT paragraphs of

descriptions.
o If unable to reproduce or replicate in lab, explain why.
 History of the problem (e.g.: working before, encountered power outage, etc.).
 Indicate if the unit has been RMA’d before and how many times.
 Detailed troubleshooting done
 Network Topology details, including but not limited to:
 o ISP (indicate if Cable, DSL or T1 connection)
o Upload and Download speeds
o Modem brand/model (MUST include model number)
 Note any other APs/routers in network - (MUST include model
number)
 Note use of Extenders (if any) - (MUST include model number)

Base Station (Wire-free Gen3/PRO/Pro2):

 Is the Base Station connected to a router or extender? (If extender, how far is
extender from router?)
 What is the base station’s LED Status?
 Location of base station (Immediate surroundings, nearby devices)
 Power cycle/Restart the base station Y/N?

Camera (Wire-free Gen3 / PRO/Pro2):

 How far is the camera from the base station?

 Describe if there are walls, windows, obstacles between camera and base station?
 Have batteries been removed and re-inserted (Y/N)
 Check battery polarity. Are batteries inserted correctly? (Y/N)
 LED status/pattern for the Camera

Q/Q+

 What is camera LED status?

 Is the camera connected via Ethernet, PoE or WiFi?
 How far is camera from router?
 How many walls, windows, obstacles between camera and router?
 Power cycle/Restart the camera Y/N?
 Connected to 2.4GHz or 5GHz, does connecting to 5GHz helps?

Go

 Who is the cell provider? (AT&T, Verizon, Arlo Mobile)

 What is the data plan

Installation Issues

1. Can’t detect Base Station Serial number

a. Is the device being used to register connected to same network as the base
station?
b. Is the base station connected to the router using an Ethernet cable?
2. Camera won’t Sync – (Including post-installation attempts)
a. Collect system logs using the ‘All Logs’ and ‘Core Dump’ selections in the
dropdown menu within the CS Diagnostics Tool and attach to the case.
b. Did customer follow proper sync process? Refer to How do I set up and sync
my Arlo Wire-Free cameras?.
 c. Did camera LED flash blue when closing the battery compartment door?
d. What was the camera LED pattern on the failed sync?
e. Does the customer have any of the following devices near the base station?

 Sonos speaker system

 Xbox/Play Station console systems
 Smart TV
 Fire TV Stick

Connection Issues

Media Server; Unable to stream camera; Camera drops offline

1. Collect system logs using the ‘All Logs’ and ‘Core Dump’ selections in the dropdown
menu within the CS Diagnostics Tool and attach to the case.
2. How far are the cameras from the base station?
3. Are there any obstacles between camera and base station/router (e.g. walls, floors,
etc.)?
4. Gather as much detail about customer’s home environment.

***NOTE on streaming issues: If the customer is experiencing streaming issues

while at their workplace and they are using port 80, they should ask their IT
team to allow 'RTMPS' (Secured Flash) over port 80 in their firewall rules. This
may resolve the issue.

CVR Issues (Be Aware of Symptoms such as “Getting Status”, “Delay in Live streaming”,
“Audio is cutting/dropping out”)

1. Check to see if customer has a CVR enabled device (e.g. Arlo Q, Arlo Q+, Baby Cam).
2. If customer has a CVR enabled device, check to see if they are subscribing to CVR on
any of those devices.
3. If customer has a CVR capable device and is subscribing to CVR, select appropriate
CVR CTS code accordingly.
4. Note the CVR capable device being used.
5. Note which CVR capable device has a CVR subscription plan tied to it.
6. Attach screenshots of any reported CVR issues.
7. Collect system logs using the ‘All Logs’ and ‘Core Dump’ selections in the dropdown
menu within the CS Diagnostics Tool and attach to the case.
8. Choose appropriate CTS code for the given CVR issue being experienced.

Image Quality Issues (excluding Red tint for Gen3 only)

1. Escalate Red Image camera cases (reports of reddish/pinkish tinted

images) IMMEDIATELY after ensuring we have customer’s address and phone
number.
2. Pixelated or choppy video
  a. Collect system logs using the ‘All Logs’ and ‘Core Dump’ selections in
the dropdown menu within the CS Diagnostics Tool and attach to
the case.
 b. How far are the cameras from the base station?
 c. Are there any obstacles between camera and base station/router (e.g.
walls, floors, etc.)?
 d. Gather as much detail about customer’s home environment?
 e. Ask customer to download videos versus sharing links to videos (links
expire).

Battery Drain Issues

1. Collect system logs using the ‘All Logs’ and ‘Core Dump’ selections in the dropdown
menu within the CS Diagnostics Tool and attach to the case.
2. What type of battery is the customer using (rechargeable or disposable)?
3. What brand of battery is the customer using?
4. How often does the customer manually stream the camera?
5. What are their settings for Motion sensitivity detection, including recording length?
6. What is selected for the Video Quality and Battery Usage option?

Arlo Go battery life

 How’s the network coverage?

 How many clips are recorded every day and how long are they?
 Does changing Network mode from Auto to LTE mode improve the battery life?

Motion Detection problems

1. Collect system logs using the ‘All Logs’ and ‘Core Dump’ selections in the dropdown
menu within the CS Diagnostics Tool and attach to the case.
2. Is motion detection enabled within the Arlo application?
3. Are cameras pointed out of a window or through glass (especially troublesome for
wire-free cameras)?
4. Gather information on camera location (distance from base station, obstacles,
indoors/outdoors)
5. Gather information on camera mounting (height, angle, indoors/outdoors, etc.)

CIRCLE SUPPORT ESCALATION REQUIREMENTS

L1 → L2 ESCALATION REQUIREMENTS

If an issue exceeds the capability of L1 support, it may be escalated to L2

support only if the following items are included:
 ● Customer contact info (name, preferred contact method, email / phone / both)
● Name, platform, and version number of Circle product in which the error was
encountered (i.e., Circle Home for Android v2.0.3, MyCircle for iOS v1.1.7)
● Circle ID (NTGR router MAC address; if available) & NTGR router serial number
● Circle embedded software version (if possible) and NTGR firmware version (if
possible)
● Clear description of the symptom encountered, including error descriptions and
codes
● Clear description of each troubleshooting step attempted (rebooting, cache
clearing, etc.) and the result of each step
● (Preferred) Screenshot of the place in the app where the error occurred

Additionally, more information will be required depending on the issue type.

Please see additional information below:

IF ISSUE RELATES TO DIMINISHED HOME NETWORK

CONNECTIVITY OR THROUGHPUT PROBLEMS…

● Provide a description of all networking equipment involved and how they are
connected to each other (modem[s], router[s], extender[s], switch[es], UTM[s],
etc.)
● Whether performance improves if Circle controls are disabled (y/n?)

IF ISSUE RELATES TO TOTAL LOSS OF CONNECTIVITY…

● Confirm that router reboot did not resolve the issue
● Confirm that the Circle controls aren’t set to Pause the whole network
● Confirm whether Internet connectivity can be regained by disabling Circle
controls

IF ISSUE RELATES TO FILTERING…

● Provide the specific category, platform, or sites that are not being handled
properly and what the customer wants Circle to do
● Confirm that the regular and custom filter settings are properly set for what
the customer is trying to do
IF ISSUE RELATES TO TIME LIMITS, USAGE, OR HISTORY…
● Provide the specific category, platform, or sites that are not being tracked
properly
● Provide the difference between what the guest expected and what Circle reports

IF ISSUE RELATES TO CIRCLE FEATURES NOT BEING TRACKED OR

ENFORCED ON ALL DEVICES…
● Confirm that Circle controls are enabled on the router
● Confirm that the profiles are setup to manage traffic in the intended manner
● Confirm that the devices are connecting to the Internet through that router

IF ISSUE RELATES TO CIRCLE FEATURES NOT BEING TRACKED OR

ENFORCED ON A SINGLE DEVICE…
● Confirm that the device is properly assigned to the correct profile
● Confirm that the profile is setup to manage traffic in the intended manner
● Confirm that the device is not utilizing a VPN or proxy connection to evade Circle
● Confirm that the device is not MAC spoofing to evade Circle

IF ISSUE RELATES TO CIRCLE GO CONNECTIVITY…

● Confirm proper installation of the Circle Go system
○ MDM/VPN package for iOS
○ ADM management for Android
● Confirm that uninstallation and reinstallation of Go did not resolve issue
● Confirm that Circle settings are not the root cause (i.e., a second VPN on the
phone is getting filtered by Circle Go)

IF ISSUE RELATES TO CIRCLE GO PROFILE REMOVAL PROBLEMS…

● Confirm which device needs to have Circle Go removed (preferably the MAC
address; device name if MAC not available)
● Confirm that manual removal of Go is no longer possible

L2 → L3 ESCALATION REQUIREMENTS

If an issue continues to elude L2 support, a customer issue may be escalated

to L3 and/or Circle’s support team with the following information:
 ● Customer info and configuration details
○ Customer contact info (name, preferred contact method, email / phone
/ both)
○ Name and platform of Circle product in which the error was
encountered (i.e., Circle Home for Android, MyCircle for iOS)
○ Circle ID (NTGR router MAC; if available) & NTGR router serial number
○ Circle embedded software version (if possible) and NTGR firmware
version (if possible)
○ Specific case # for traceability
● Severity level of the reported issue with requested turnaround time
(per agreement)
○ Any evidence that many other folks are having same problem (i.e., is it
widespread or unique?)
○ Overall end-user impact level
○ Tracking # for any related bug(s) currently being tracked
● Confirmation that the issue is reproducible by either the end user and/or L2,
○ Steps required to reproduce the error or issue with confirmation that it is
a Circle-related issue and not a router-based issue
○ Screenshot of the issue (if observed in an app)
● Specific router configurations impacted by the reported issue and description of
the impact
● Include all relevant steps you've already taken so that L3 (or development)
doesn't suggest them back to you
● State clearly what you are asking L3 to look at, answer for you, or resolve

Customer Service Escalations

Each issue has its own template. You will not have to edit any information on the template
but will need to fill in specific details in the “PLEASE FILL OUT THE INFORMATION NEEDED TO
ESCALATE” section e.g. case ID/ RMA number etc. This will save a lot of time and confusion for
both parties!

We escalate to CCT for the following reasons:

- Refund requests
o UTM partial refund
o RMA shipping refund
o Support contract / PPI refund
- Invoice request
- Merge Accounts
 - Change Primary email address
- Change of registration
- Compensation
- Complaints
- Other

IMPORTANT POINTS (Please Read)

1. If the customer is calling to speak about a technical query, but also has a non tech query that
requires an escalation, create a case for the technical issue and create a pre-sales case to
escalate to CCT

2. If the customer is calling specifically about a query that you must escalate to CCT, create a
pre-sales case only and escalate.

3. Customer service cannot offer refunds for products purchased elsewhere

4. Customer service will retain ONLY refund requests that are valid. All other cases will be de-
escalated

5. Customer service will de-escalate all non-English speaking cases, no matter the type of case

6. Before escalating, the template must be filled in, or your case will be refused and re-assigned
to you to complete

Please keep this document on your desktop and use when escalating to Customer service. If
you have any questions, please do not hesitate to ask!
ISSUE: UTM Licence Partial Refund

REASON FOR ESCALATING TO CCT: Provide the customer the partial refund for licence purchased

HOW CAN CCT HELP? Please confirm the information is correct (attached) and process the refund

PLEASE FILL OUT THE INFORMATION NEEDED TO ESCALATE:

1. Licence Key : ENTER LICENCE KEY

2. Proof of purchase attached: Y/N
3. Customer’s bank account details

Account Name:

Bank Name:

BIC:

IBAN:

DOES CCT NEED TO MAKE CONTACT WITH THE CUSTOMER? Yes

IF YES – WHY: This case remains with Customer Care as per procedure

CUSTOMER CONTACT DETAILS

Name:

Phone:

Email: Yes

Time Zone:

Language:

*******************************************************************************

ISSUE: RMA shipping Refund

REASON FOR ESCALATING TO CCT: Refund the shipping costs that were billed incorrectly. The
customer did not receive the delivery as per the time instructed / the customer did not receive the
delivery / RMA created in error etc.

HOW CAN CCT HELP? Please refund the customer as per the amount listed below.

PLEASE FILL OUT THE INFORMATION NEEDED TO ESCALATE:

1. RMA number
2. Case number
3. Type of shipping
4. The cost of the shipping
5. Reason for why shipping fee should be refunded
DOES CCT NEED TO MAKE CONTACT WITH THE CUSTOMER? Yes

IF YES – WHY: This case remains with Customer Care as per procedure

CUSTOMER CONTACT DETAILS:

Name:

Phone:

Email:

Time Zone:

Language:

********************************************************************************

ISSUE: Support Contract / PPI Refund

REASON FOR ESCALATING TO CCT: The customer has been charged incorrectly for the Support
contract – There has been no troubleshooting required/they were charged twice etc.

HOW CAN CCT HELP? Refund the customer the amount listed below

PLEASE FILL OUT THE INFORMATION NEEDED TO ESCALATE:

1. Type of support contract purchased

2. Price paid
3. Reason for not charging the customer

DOES CCT NEED TO MAKE CONTACT WITH THE CUSTOMER? Yes

IF YES – WHY: This case remains with Customer Care as per procedure

CUSTOMER CONTACT DETAILS

Name:

Phone:

Email:

Time Zone:

Language:

**********************************************************************************
ISSUE: Invoice Request

REASON FOR ESCALATING TO CCT: The customer requires an invoice for paid service detailed
below

HOW CAN CCT HELP? Provide the customer with the invoice for the service

PLEASE FILL OUT THE INFORMATION NEEDED TO ESCALATE:

1. Case number
2. Service type: RMA/Support Contract / PPI

CUSTOMER CONTACT DETAILS

Name:

Phone:

Email:

Time Zone:

Language:

**********************************************************************************

ISSUE: Merge Accounts

REASON FOR ESCALATING TO CCT: the customer has two profiles but would only like to use one.

HOW CAN CCT HELP? De-activate one account and keep the other while merging the products

PLEASE FILL OUT THE INFORMATION NEEDED TO ESCALATE:

1. Customer ID they want to retain

2. Customer ID they want to de-activate
3. What is the reason for the merge

CUSTOMER CONTACT DETAILS

Name:

Phone:

Email:

Time Zone:

Language:
ISSUE: Change Primary Email Address

REASON FOR ESCALATING TO CCT? The customer requires that the primary address be changed

HOW CAN CCT HELP? Change the Primary address from the original to the new

PLEASE FILL OUT THE INFORMATION NEEDED TO ESCALATE:

1. Customer ID
2. Old email address
3. New email address
4. Reason for changing the primary email

CUSTOMER CONTACT DETAILS

Name:

Phone:

Email:

Time Zone:

Language:

ISSUE: Change of Registration

REASON FOR ESCALATING TO CCT: The customer would like to be the registered owner of the
product

HOW CAN CCT HELP? Change the registration of the unit from old customer to new customer

PLEASE FILL OUT THE INFORMATION NEEDED TO ESCALATE:

1. Customer ID
2. Serial number
3. Model
4. New registration customer details (name, phone number, email address)
5. Valid Proof of Purchase attached? Y/N

CUSTOMER CONTACT DETAILS

Name:

Phone:

Email:

Time Zone:

Language:
ISSUE: Compensation Request

REASON FOR ESCALATING TO CCT: The customer is looking to be compensated

HOW CAN CCT HELP? Review the case and deny or approve the request

PLEASE FILL OUT THE INFORMATION NEEDED TO ESCALATE:

1. Reason as to why the customer is looking for compensation

2. The amount of compensation required
3. Documents to support customer’s case? Y/N

CUSTOMER CONTACT DETAILS

Name:

Phone:

Email:

Time Zone:

Language:

ISSUE: Complaints

REASON FOR ESCALATING TO CCT: The customer would like to make a complaint

HOW CAN CCT HELP? Take complaint and actioned if required

1. Reason for complaint

2. Parties involved
3. Timeline of events
4. Documents to support customer’s case? Y/N

CUSTOMER CONTACT DETAILS

Name:

Phone:

Email:

Time Zone:

Language:
PLEASE USE THIS TEMPLATE FOR ALL OTHER ISSUES NOT COVERED IN THE ABOVE TEMPLATES:

ISSUE:

REASON FOR ESCALATING TO CCT:

HOW CAN CCT HELP?

HAVE YOU ATTACHED ANY DOCUMENTATION TO SUPPORT THE CASE? (PLEASE LIST BELOW)

DOES CCT NEED TO MAKE CONTACT WITH THE CUSTOMER?

IF YES – WHY

CUSTOMER CONTACT DETAILS

Name:

Phone:

Email:

Time Zone:

Language:

Safety Cases

Define Safety and Hazard

If you have a customer who says their device caught on fire, smells burning or has melted anything
that may mean it could be a potential safety or hazard. NETGEAR does not want our products to
cause physical damage or any potential safety risks to our customers.

You should look over for buzz words such as:

 Shock
 Burn
 Hurt
 Smoke
  Fire
 Burning
 Melting
 Hot

What is the Process?

As an agent, you are required to listen for the buzz words listed above in order to protect the
company and the customer.

1. If you suspect a safety or hazard issue, tell the customer to stop using the product
IMMEDIATLEY and document in your case notes that you have advised them of this.
2. Begin to ask the safety questions:
• Where is the device located? Is it’s in a well-ventilated area?

• If there’s other devices located near his NETGEAR device?

• Was there a power surge in your location?

• If the device is turned on 24/7? If yes then it is possible that this is the cause of the burnt smell
that he’s complaining. This happens with most of plastic devices when we used 24/7.

• Is there a complaint regarding electrical shock?

• Is there a complaint regarding a fire or significant smoke?

• Is there a complaint regarding a melted enclosure?

• Is there a visible sign of fire damage or strong burning/smoke smell?

• Is there electrical circuit exposed or enclosure breached?

• Is there a sign of a melted enclosure?

• Is the device overheating and extremely hot?

Document the questions and the answers in your case notes. If there is any injury to the customer or
damage to the property, please attach all evidence to the case.

3. Advise the customer that you will now escalate the case to Customer Care and you will be in
contact shortly.
Escalate the case to customer care with the following template:

ISSUE: Safety Issue

REASON FOR ESCALATING TO CCT: The customer has advised that they have experienced a safety
issue concerning the product

HOW CAN CCT HELP? Please respond to the safety complaint

HAVE YOU ATTACHED ANY DOCUMENTATION TO SUPPORT THE CASE? (PLEASE LIST BELOW)
1. Case ID:
2. Model:
3. Serial Number:
4. Issue experienced:
5. Safety Questions:

CUSTOMER CONTACT DETAILS

Name:
Phone:
Email:
Time Zone:
Language:

NOTE: You will be unable to respond to the query (including RMA) until Customer Care allow you to.

Here is the process in full:

Further Information:
For more information, please speak to a mentor or TM.

You can also read more here:

https://fred.netgear.com/database/ViewInternalKB.asp?articleNumber=%27000032251%27