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left633730Brand: Rogers and/or FidoVersion#: 1.0Created by: Jonathan SandlerDate created: DATE \@ "MMM.-d-yy" Mar.-20-19Last update: DATE \@ "MMM. d, yy" Mar. 20, 1900Brand: Rogers and/or FidoVersion#: 1.0Created by: Jonathan SandlerDate created: DATE \@ "MMM.-d-yy" Mar.-20-19Last update: DATE \@ "MMM. d, yy" Mar. 20, 19 Mandatory Factory Data Reset Procedure Using Sign-Off CardsDescriptionThis document outlines the process to perform a factory data reset, through either the device settings or Device Tune-Up, during the return/refund process.Points to MentionThis procedure MUST be performed on every device used by a customer in order to help protect customers’ data and ensure the returned device is ready for re-sale (return or repair when applicable).This process applies to all devices that have come in contact with a customer, including: Courtesy / Loaner PhonesGood As New/”Used” Devices (Buyer’s Remorse, Buyer’s Preference)Customer Phones Being Shipped for RepairDemo DevicesDevices brought in through the Rogers / Fido TRADE Programs.It is prohibited under ANY circumstance to accept customer’s login, passcode, PIN or lock code.Customers must login into their devices or cloud accounts themselves.All devices returned to store for any reason must have customer SIM and SD cards removed (if applicable) and returned to the customer.If the SD card belongs with the refunded device as part of the device kit, the SD card must be formatted before the device is resold.Factory Data Reset must be performed immediately through Device Tune-Up (when functionally possible).This is a mandatory step for all return and repair transactions.All IMEIs processed through Device Tune-Up are tracked and reported on.Do not ship any customer SIM and/or SD cards to the warehouse– they will not be returned under any circumstance.Customer SIM / SD cards are discarded at the warehouse on arrival.Rogers / Fido TRADE devices can only be shipped to the processing facility once a Factory Data Reset has been performed. Sign-off cards are not required for TRADE products.Demo Devices must be cleared of content daily – This includes (but is not limited to)MessagesPhotosBrowser history SD Cards must be removed from all Demo / Display Devices.SD cards that came included with the demo devices must be discarded immediately. Sign-off cards are not required for DEMO devices.Mandatory Sign-Off Cards must be included where applicable. Printing and preparation is full responsibility of the store. The sign-off card template is permanently located on Retailweb under: My Customers -> Return Procedures.Note: Dealers: Please refer to SSP reference.These can also be found in the Courtesy / Loaner phone section on Retailweb. Sign off cards are to be used with Courtesy / Loaner devices and Good As New/”Used” Devices (Devices returned through DOA, Buyer’s Remorse, Buyer’s Preference)Before you start this procedureProcess a factory data reset (wipe transaction) through Device Tune-Up whenever possible.Always refer to the manufacturer's website or the handset manual for directions on wiping and clearing content for each device type when DTU is not functionally available.ResponsibilitiesStore Managers must coach each staff member on this procedure and have each employee sign and date the Factory Data Reset Procedure. The copy signed by the employee and the Store Manager must be kept in the employee’s files.Factory Data Reset Procedure is permanently located on Retailweb under: My -> Return Procedures.Store Manager should print an extra copy of the Factory Data Reset Procedure and post it in a place visible to all employees.1. Returning Device (DOA, Buyer’s Remorse/Pref, Courtesy / Loaner Phones)STEPSTEP DETAILSRemove SIM and SD cards from a returning device and return them to the customer (if applicable).If the SD card is part of the device kit, reformat (wipe) the SD card if the device will be resold as Used – Good as New.Perform Factory Data Reset Immediately when a device is being returned and validate any account locks tied to the device have been removed (details below).DO NOT POSTPONE THIS TASK.Use Device Tune-Up when functionally possible.This provides reporting by IMEI and systemic evidence of wipe.DTU can also detect for any OEM account locks (FMI, Google, BB)Ensure you can navigate through the device setup to the main device page before completing the return to validate any account locks have been removed from the device.Use Device Tune-Up as an added validation step.Physically clean the device and charge it for future use.Validate that a Factory Data Reset has been performed through Device Tune-Up and that the device is clear of content.Fill out the Sign-Off Card to certify that the device is clear of customer content and ready for re-sale (or loan).A Factory Data Reset has been performed on the device.Any SIM / SD cards have been removed.The device has been physically cleaned and charged.Put the Sign-Off Card in the device box or Courtesy / Loaner Phone pouch with the device and return it to inventory following the standard procedures.This will notify the next representative selling (or loaning) the device that the device has been restored and is clear of customer content.2. Device Loan or Device ResaleSTEPSTEP DETAILSVerify that all data on the device was completely erased using Factory Data Reset as per the enclosed Sign-Off Card before releasing the device to a new customer.Perform a factory data reset using Device Tune-Up when functionally possible.This provides reporting by IMEI and systemic evidence of wipe.Sign the card in the appropriate space to certify all content is removed and any account locks (Google/Apple/Blackberry) have been disabled.Staple the Sign-Off Card to the store copy of the transaction.If the Sign-Off Card was not enclosed in the box or Courtesy / Loaner pouch, perform a Factory Data Reset and ensure that the device is charged, clear and any account locks (Google/Apple/Blackberry) have been disabled. Then, complete a new Sign-Off Card and staple it to the store copy of the transaction.3. Preparing the Sign-Off CardsSTEPSTEP DETAILSPrint multiple copies of the Sign-Off Card template.Each sheet contains 4 cards.Cut each sheet to yield 4 cards each.Keep the cards in a handy location known to all staff.Replenish the cards as needed by printing out additional copies.The template is found on Retailweb under: My Customers -> Return Procedures.4. iOS Device Reset Instructions (Find My iPhone)STEPSTEP DETAILSiOS Device Powers On:Through Device Settings:Remove Find My iPhone – Remove Find My iPhone Reactivation lock from device before resetting to manufacturer settings. Erase All Content and Settings – Device Reset to Manufacturer Settings.Use Device Tune-Up when functionally possible.This provides reporting by IMEI and systemic evidence of wipe.DTU can also detect Find My iPhone lock present on the device.Go to Settings > iCloud, then tap to turn off “Find My iPhone”The customer can also remove their device by signing out of iCloud completely on that device. Signing out of iCloud turns off all iCloud features on the device.Go to Settings > General > Reset > Erase All Content and Settings.All settings and content stores on the device are deleted.iOS Device Does Not Power On:The customer must remove the device from their iCloud account at if you cannot turn on the device and perform the Factory Data Reset. Customer signs into find.Click All Devices, then select the device.Click Erase [device], customer then enters their Apple ID password.When the device is erased, click Remove from Account.Once content has been erased, advise the customer to verify the IMEI has been removed from their iCloud account and Find My iPhone and Activation Lock are also turned off.DO NOT POSTPONE THIS TASK – Validate this before processing a return transaction.5. Android Device Reset Instructions (Google Account Lock/Samsung Knox)STEPSTEP DETAILSGo to the Android Device Settings > Accounts > Google > Remove Google Account.Remove any Google Accounts tied to the device in the Accounts list in the Android settings to disable any Google Account Locks on the device. SAMSUNG DEVICES ONLY:Go to the Android Device Settings > Accounts > Samsung > Remove Samsung Account.Remove any Samsung Accounts tied to the device in the Accounts list in the Android settings to disable Samsung Knox Reactivation Lock on the device.Perform Factory Data Reset on the device to clear all content and settings.Use Device Tune-Up when functionally possible.This provides reporting by IMEI and systemic evidence of wipe.DTU can also detect any Google or Samsung account locks still present on the device.Refer to the manufacturer’s manual for individual device wipe instructions if wipe through Device Tune-Up is not possible.Once content has been erased, go through the device setup wizard until you reach the Android Home Page and perform a 2nd Factory Data Reset on the device. DO NOT POSTPONE THIS TASK – Validate this before processing a return transaction.This step will validate that any Google accounts have been removed from the device and the device is ready to be issued to another customer. 6. Blackberry Device Reset Instructions (Blackberry Anti-Theft Protection)STEPSTEP DETAILSTurn off Blackberry Anti-Theft Protection by turning off Blackberry Protect on their device.The customer will be prompted for their Blackberry ID password.Perform Factory Data Reset on the device to clear all content and settings.Use Device Tune-Up when functionally possible.This provides reporting by IMEI and systemic evidence of wipe.Refer to the manufacturer’s manual for individual device wipe instructions if wipe through Device Tune-Up is not possible.Once content has been erased, go through the device setup wizard until you reach the Blackberry Home Page and perform a 2nd Factory Data Reset on the device.DO NOT POSTPONE THIS TASK – Validate this before processing a return transaction.This step will validate that Blackberry Anti-Theft Protection has been removed from the device and the device is ready to be sent for Wipe and Re-flash. ................
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