Local Call Log Process

Operating hours between 8h00 to 17h00 Business Days

1. The Call Centre Agent validates the below faulty product's information before troubleshooting commences.

• Brand, Make and Model
• Device Description
• Serial Number
• Password or pattern
• Proof of Purchase (POP)
• Fault Description
• Contact details and location.

2. Once troubleshooting has been conducted if unsuccessful a collection will be arranged. A Reference Ticketing Number will be issued.

3. Lead-time for collection will be 24 to 72 hours depending on location and if in an outlaying area.

4. Upon collection the store and courier must check the following:

• The Faulty Product is in its original box or properly packaged securely in a box.
• Store Return Notes
• Pinnacle Warranty Check form filled & signed by both the courier and the Reseller or End-user.

5. The Faulty Product is returned to the Call Centre to be checked, logged, and delivered to the Accredited Service Provider (ASP).

6. The Accredited Service Provider (ASP) will assess the faulty product and conduct the applicable service support based on the warranty claim type:

• CPA Credit - 0 to 6 months
• OBF/DOA - within 7 days
• In Warranty returns – repairs or replacements after 6 months
• Out of Warranty return - after one year and if warranty is voided.

7. The Accredited Service Provider (ASP) will verify the claim type and issue an authorization for credit, repair, replacement, or out of warranty quote to repair. Pinnacle will communicate to the store informing them of:

• Approved authorization for credit received – Once the RFC/Claim documents are received from the store, Pinnacle will process and email a copy of the credit note to the store.
• Approved for Repair – The unit will be repaired and returned to the store or customer.
• Approved for Replacement – The new unit will be returned to the store or customer.
• Out of Warranty – A quote will be issued to be repair. Accepted or declined by the store or customer.

• Accepted – The store or customer is liable for the costs, once proof of payment is received the unit will be repaired and returned.
• Declined – store or customer is liable to pay the quote rejection fees.

• Extended Warranty follows the same assessment process and SLA.

Pinnacle will communicate every 2 to 3 business days with a status update.