Dead on Arrival — How It Works
Unit won't run at delivery? File it on site, calm the customer, warehouse takes it from there
A DOA is filed by the delivery/install team AT the customer's home when a just-delivered unit won't run. It logs everything, alerts the warehouse, and sends the customer a reassuring email on the spot — the single best tool for turning an upset customer around.
🏠 1. At the Door
Delivery / Installer
- Check the basics first — power, breaker, cords. If the unit is truly dead:
- Logistics Portal → Dead on Arrival. Your name, service ticket #, full customer info (their email is required — it drives their confirmation).
- 📷 Scan the item barcode (price tag is still on the unit), describe what it's doing, answer "Where is the unit now?" — left with customer or on the truck.
- Three photos: the appliance, the price tag, the delivery ticket.
💬 2. The Script
Delivery / Installer
- Tell the customer: "I'm filing this right now. The WAREHOUSE handles your replacement — you'll get an email in a minute, and it has the number to call: (904) 379-1795."
- Tell them NOT to go back to the store — the store can't swap it; the warehouse does.
- 📧 The customer's reassurance email arrives automatically — apology, their reference number, the 24-hour target.
🏭 3. The Warehouse Takes Over
Warehouse team
- Steve, Nikki & Cheyenne get the alert with all three photos; the DOA lands on the DOA Tracker board.
- Warehouse locates a replacement → schedules redelivery → conducts the swap (filed through the Swap Ticket system, referencing the DOA number).
The Ground Rules
- File it AT the house, not back at the shop — the customer watching you file it is half the calming.
- The customer email needs their real email — typo it and their reassurance vanishes.
- House wiring is the problem? The board has an "Electrical – Not Our Unit" lane — it happens.