CE Process Change Notification

Name of Process Change Robot Replacement Parts

Effective Date 5/19/2023

What is happening?
You will be required to check the firmware (SCM) on specific skus in the case a replacement part is
required for any reason and complete a new mandatory field in the Zendesk ticket.

What does this mean to the customer?

The customer will not have any order for a replacement part a part placed on the call with you, the order
will need to be placed by an internal SharkNinja team member.

Customer may receive a call back if payment is required due to out of warranty or they may be sent an
email advising the part has been sent.

What do I need to do differently?

Process Before Process After
• You were able to place an order to send • You will not send replacement parts for the below
replacement parts for the below robots skus.
skus.
• Check Agent Dashboard for below skus to
complete the new mandatory field in the ticket in
image below.

AV2001WD RV2001WRCA • Status the ticket as Open.

AV2001WRUS RV2001WRUS
RV2000WD RV2002WD AV2001WD RV2001WRCA
RV2000WRUS RV2002WRUS AV2001WRUS RV2001WRUS
RV2001WD RV2002WXUS RV2000WD RV2002WD
RV2001WDBR RV2200WD RV2000WRUS RV2002WRUS
RV2001WDBRN RV2201WD RV2001WD RV2002WXUS
RV2001WDCA UR2005WRUS RV2001WDBR RV2200WD
RV2001WDBRN RV2201WD
RV2001WDCA UR2005WRUS

What business rules do I need to apply?

For the above skus you will not follow standard warranty process or ordering process but rather will send
to the internal team for replacement parts.

Associated Documentation:

Confidential Page 1 19/05/2023

 CE Process Change Notification
New Mandatory Field in Zendesk and the view of the frmware (SCM) in Agent Dashboard.

If you have any questions, please see your floor support.

I have reviewed the information and understand non-compliance may result in

removal from the SharkNinja Campaign.
_________________________________________________
Signature

Confidential Page 2 19/05/2023