ReCellular Return Procedure

1. ReCellular Return Procedure • Customer identifies problem with product. • Customer contacts ReCellular’s Customer Service via e-mail or phone within the warranty period customerservice@recellular.com or 800-426-2990 • Customer Service Representative (CSR) logs the complaint, troubleshoots issue and attempts to resolve at first point of contact. • If unable to resolve, CSR asks customer to send a list of each ESN and its related defect to the CSR. • CSR verifies that ESN was purchased from ReCellular, is still in warranty and that the defect identified is covered under warranty. • CSR notifies customer which ESN’s are approved for return & evaluation. CSR gives customer Return Authorization Number (RA#) to include on packaging. • Customer has 30 days to send defective product to ReCellular. • Once product is received, ReCellular’s Quality Department evaluates return. Quality Department communicates results to CSR. • CSR communicates results to customer stating which ESN’s are deemed valid and will be issued a credit. These transactions are completed within 10 business days. • CSR closes Return Authorization and enters resolution in complaint log.