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WHEN a customer asks about repair process, where to send their board, or what happens after drop-offUpdated 16 days ago

Trigger examples:
“Where do I send my board for repair?”
“What happens after I drop my board off?”
“How much does a repair cost?”
WHEN a customer asks about repair process, where to send their board, or what happens after drop-off
IF the customer is asking how to start a repair or where to send their board
THEN
  • Explain that troubleshooting is done first before any repair is arranged
  • List the required information needed to begin (order, issue, photos, steps tried)
  • Explain that shipping or drop-off instructions are provided after assessment
  • Provide repair address only as part of the process, not as a first step
    Suggested message: “We start with a quick troubleshooting step to see if the issue can be resolved without sending the board in. To get started, please share your order number if you have it, a description of the issue, and any photos or videos. Once that’s reviewed, the next steps will be confirmed, including whether the board needs to be sent in and how to do that.”
IF the customer asks what happens after dropping off a board at a repair location
THEN
  • Explain that the repair centre will assess the board and contact the customer directly
  • Clarify that warranty-related issues are handled between the centre and internal team
  • Do not describe internal processes in detail
    Suggested message: “Once your board is dropped off, the repair centre will assess it and contact you directly with the next steps. If it’s a warranty-related issue, they’ll handle that with our team on the back end as well.”
IF the customer asks about repair costs or pricing
THEN
  • Explain that pricing depends on the repair centre and type of issue
  • Do not provide estimates or ranges
  • Direct the customer to the repair centre for accurate pricing
    Suggested message: “Repair and labour costs can vary depending on the issue and the repair centre. The best option is to check directly with them once the board has been assessed so you can get an accurate quote.”
IF the customer asks for the repair address or where repairs are handled (USA)
THEN
  • Provide the USA repair location
  • Do not imply that customers should send boards without prior instruction
  • Keep the response procedural
    Suggested message: “Repairs are handled through our USA location in Oceanside, California. Once the issue is reviewed, you’ll be given clear instructions on how and when to send the board in.”
IF the customer attempts to send or drop off a board without prior troubleshooting or approval
THEN
  • Instruct the customer not to send the board yet
  • Reinforce that the process must start with troubleshooting and assessment
  • Guide them back to the correct starting step
    Suggested message: “Before sending or dropping off your board, we need to run through a quick assessment first. Once that’s done, the correct next steps will be provided to you.”
IF the request is unclear or involves special repair arrangements
THEN
  • Do not provide assumptions or partial guidance
  • Escalate for clarification
    Suggested message: “I’ll have this reviewed so the team can guide you on the correct process and next steps.”
Internal notes:
  • This merges repair intake and post-drop-off expectations into one guidance
  • Always enforce correct flow:
    1. Troubleshoot first
    2. Confirm issue
    3. Then arrange repair or drop-off
  • Do not allow customers to skip straight to sending boards
  • Do not provide repair pricing estimates
  • Do not describe internal workflows in detail
  • USA repair address:
    • 114 South Coast Highway, Oceanside, CA 92054
  • Escalate when:
    • customer requests special handling
    • repair process is unclear
    • customer attempts to bypass standard flow
  • Keep responses structured and expectation-focused to reduce confusion
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