At Device Rescue, we understand the importance of a smooth and hassle-free device return process for both employers and employees. Our device return service is carefully designed to assist in the safe and easy return of company-issued equipment. We strive to ensure a seamless experience throughout, but we also recognize that sometimes employees may become unresponsive during this process. In such cases, we want to provide you with the necessary information and steps to address this situation.
1. Friendly Reminders and Communication Attempts:
As part of our commitment to excellent service, we initiate friendly reminders to your employees to prompt them to return their company-issued equipment. Additionally, we take the initiative to reach out to them through both phone and email communications. Our goal is to engage with your employee and facilitate a smooth return process.
2. Multiple Phone and Email Attempts:
If, despite our initial reminders, we do not receive any response from your employee, we intensify our efforts to establish contact. Our team will attempt to contact your employee a total of five times each, through both phone calls and emails. These attempts are made over a reasonable period to provide ample opportunity for the employee to respond.
3. Notifying You About Unresponsiveness:
In the unfortunate event that our communication attempts remain unanswered after five phone calls and five email attempts, we will promptly inform you about the situation. We value transparency and want to keep you informed every step of the way.
4. Limitations on Refunds:
Since we provide a comprehensive service to ensure the proper return of the device, our resources are invested in each order from the very beginning. Consequently, we are unable to issue refunds for our services in instances where an employee fails to return their device.
Next Steps for Employers:
If your employee becomes unresponsive during the device return process, we recommend you take the following steps:
Step 1: Internal Communication
Initiate internal communication within your organization to ascertain if there are any underlying reasons for the lack of response from the employee. There may be valid reasons, such as extended leave, relocation, or miscommunication, that can be addressed internally.
Step 2: Employee Verification
Ensure that the contact information we have for the employee is accurate and up to date. Sometimes, outdated contact details can lead to communication challenges. If necessary, provide us with updated information to facilitate further attempts to contact the employee.
Step 3: Escalation and Alternative Means of Contact
If the employee remains unresponsive, you may consider escalation procedures within your organization. Additionally, if you have alternative means of contacting the employee, such as through a direct manager or HR representative, try utilizing those channels to establish communication.
Step 4: Return Policy Enforcement
Review your company's device return policy and enforce any relevant clauses related to non-compliance. Depending on your policy, there may be consequences or additional steps to take in cases of unreturned equipment.
Step 5: Support from Our Team
Throughout this process, our dedicated customer support team is here to assist you. Feel free to reach out to us for guidance, and we will do our best to help resolve the situation.
While we understand that unresponsiveness can be frustrating, we want to assure you that we remain committed to providing excellent service and support. Our device return service is designed with your needs in mind, and we will work diligently to address any challenges that may arise during the process.
Should you have any questions or require further assistance, please do not hesitate to contact our support team. We value your partnership and appreciate the opportunity to serve you and your employees.