Procedure

Product Replacement

1. PURPOSE

Describes how the Product Replacement process should be followed.

2. SCOPE

The Product Replacement process outlines how local service sites should proceed when issuing a
replacement product to a customer due to a warranty failure

3. PROCESS OVERVIEW

Input (trigger) Product Repair – Replacement Module required

Output Customer issued replacement product
Customer (receiver) End Customer
Owner Global Service

4. PRINCIPLES

All customer contact for technical support should be logged into an IFS work order, with either the
serial or functional object for the product or site as the reference.

5. DESCRIPTION

Responsible Step Tasks, Conditions, Deliverables Timing

Service 1 Is the product being replaced because the
original unit is BER?
 If Yes: Go to step 2
 If No: Go to step 5

Service 2 Will the customer dispose of the BER product or Timing

do they require Eltek to dispose?
 Customer Disposal: Go to step 3
 Eltek Disposal: Go to step 4

Service 3 Ensure that faulty product is packed with the

replacement module for customer collection /
shipping back to the customer.

Service 4 Arrange disposal of product according to

appropriate corporate and local guidelines.
Update customer repair order with the cost for
disposal of product.

If Replacement stock available: Go to Step 5

If stock not available: Go to Step 6

Doc.no: GPRO_183
Prepared by: alpegb Security level:
Approved by: pemagb
Version: 1 This document is valid on date of print only.
Modified: 2015-04-29 2020-10-17 Page 1 of 2
 Procedure
Product Replacement
Responsible Step Tasks, Conditions, Deliverables Timing
Service 5 If the product is available in local stock then
issue this against the ETS repair.

Refer to the ETS user manual for ‘Repair

Reporting

Process Ends

Service 6 Order new stock based on the EOL status of the

product to be replaced:

 EOL Product: Refer to GPRO_198_1

 Current Product: Refer to GPRO_223_1

Service 7 Once the product is available in local stock then

issue this against the ETS repair.

Refer to the ETS user manual for ‘Repair

Reporting

Process Ends

6. REFERENCES

Repair Reporting User Manual

GPRO_223_1 Purchasing
GPRO_198_1 EOL Module Replacement

7. ROLE AND TERMINOLOGY DEFINITIONS

N/A

8. VERSION HISTORY

# Date Approved Major Description

by: /
minor
1 alpegb New Created

Doc.no: GPRO_183
Prepared by: alpegb Security level:
Approved by: pemagb
Version: 1 This document is valid on date of print only.
Modified: 2015-04-29 2020-10-17 Page 2 of 2