Repair Service Workflow

ABZ Innovation products repair service workflows�Distributor

1. Contact by a customer

2. Reply with instructions and terms, questions if needed

• must be done in 8 working hours
• must send servicing terms in an email
• if needed, instruct the customer to get the drone to the Service Center
• if needed, contact ABZ Innovation by email
• drone serial number must be attached

3. Receive the drone

​

The customer must receive a worksheet and sign a duplicate, which the Service Center must keep.

The worksheet must contain the following information:

• unique ID of the worksheet
• customer's contact details
• drone model type and serial number
• remote controller serial number
• serial numbers and quantities of any other accessories
• date of purchase
• detailed fault description
• servicing terms

​

Keep a record of the service cases/worksheet IDs!

4. Diagnose the faults

• inspect all the drone parts and functions according to service training
• list the parts that need to be replaced
• list the parts with visible damage in tolerance limit (e.g., scratch on the housing surface)
• record if a replacement part is not in stock and needs to be ordered from ABZ Innovation
• make a decision if the case may or may not be eligible for a warranty assessment

5. Warranty assessment process

​

• Take good quality photos of the drone from all sides, detailed photos of the faulty/damaged parts 
• Download the latest and all the relevant log files from the drone's flight controller � and store them in an organized way 
• Send all the following data about the case to the ABZ Service Center 
• drone serial number
• date of purchase 
• detailed fault description
• time of the incident 
• all the photos 
• all the downloaded log files 
• faulty/damaged parts list 
• pilot report 
• implemented safety precautions 
• terrain and weather conditions 
• Inform the customer that the warranty assessment process is in progress 
• If ABZ Innovation rejects the warranty case, then 🡪 6th section AND forward an explanation of why it is rejected 
• If ABZ Innovation approves the warranty case, inform the customer by email, listing the parts for replacement and a brief explanation, then 🡪 7th section 
• Any further contact between the Service center and ABZ Innovation about this exact case must refer to the RMA number�

6. Send a quotation in an email to the customer

​

• listing the parts that require replacement, with prices
• listing the parts with visible damage in tolerance, optional for replacement, with prices
• listing costs of labor
• a brief explanation of cause and effect

7. Repair process

​

• If ABZ Innovation has approved the warranty case, or the customer ordered the paid repairs:
• Order the parts that are not in stock.
• As soon as all the parts are available, repair the drone with the combination of in-stock parts and the parts that just arrived, according to the service guide.

8. Test and check the drone according to the service guide

​

• if any test result shows further problems � 🡪 re-diagnose it and return to the 4th section.
• if all test results are perfect, complete the test flight

9. Complete the documentation

• Finalize and compare the part lists
• Collect all the removed parts and take a good-quality photo of the part set.
• Take good-quality photos of the finished drone
• Send all the photos and the summarized final parts list to ABZ Innovation (indicating which parts were from stock and which were delivered in the case's process)

10. The repair is done

​

• Inform the customer about the results and costs (if needed)
• As returning the drone, the customer must sign the documentation