If the customer is asking for a Device Replacement for any issue, we need to convince the customer for a senior technician visit. If the customer is ready for the technician then move the ticket to the ops team.
If the technician has approved the replacement then confirm with the Device replacement team and moved to them.
If the customer is not agreeing with the technician then check how many times the customer had raised the issue if it is more than 3-4 times in a month then moved to the Device replacement team they will check with the production team for the replacement.
If the customer had used the device morethan 3years from the date of installation then directly move to the Device Replacement Team.
Moving ticket to Device Replacement team
Status: Assign to Device Replacement
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