ACTXA ACTIVITY TRACKER UNIT 1 to 1 EXCHANGE IMPORTANT
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
NSC Product Service SOP 2019 v2.0
ACTXA ACTIVITY TRACKER UNIT 1 to 1 EXCHANGE
IMPORTANT:
1. Valid Warranty Period:
• Trackers Collected From HPB:
i. 1 year warranty from Tracker collection date. Check HPB’s EO App for “Date
Collected”.
ii. No one can claim any warranty after these dates:
1. All Tempo 2 warranty expires on 28 Sep 2020.
2. All Tempo 3C 1st November 2021 (TBC by HPB)
• Trackers Purchased From Actxa’s Distributor/ HPB CCC:
i. 1 year warranty from sales receipt date. Must have sales receipt as proof of
purchase. No proof, no warranty.
2. 1 to 1 exchange is limited to the same model of product only, NO EXCEPTION ALLOWED.
3. 1 to 1 exchange is limited to tracker unit (body) only
4. Accessories such as straps and chargers are not covered under the warranty after the grace period
(14 days).
5. Actxa Pte Ltd (Actxa)’s Authorized Service Provider (ASP) is to inspect the product to ascertain the
nature of defects before proceeding with the product exchange.
6. If there is any shortfall in the returned quantity versus the exchanged quantity, Actxa reserves the
rights to charge ASP the price of the tracker units to compensate the difference in quantity.
7. All returned items MUST BE tagged with their corresponding Digital Form, with clear descriptions of
the defect. Actxa reserves the right to reject any returned items with incomplete information.
8. It is a MUST to fill in the “Date of Tracker Collection” field on the Digital Form. Should this filed be
left empty, Actxa will reject the quantity for exchange.
Page 1
NSC Product Service SOP 2019 v2.0
Warranty Overview
14 Days From Collection/Purchase
Product Item Complaint Date 1 Year Warranty Remarks
1-to-1 Exchange
Refer to Service Step 4:
Quality issues due to
1 ✓ ✓ Conduct Product Checks To Confirm Warranty
manufacturer's fault
Actxa Coverage
Tempo 2
(J1810) Specs of Battery life upon full charge:
2 Battery Life ✓ 6 months only Tempo 2: Approx. 5 days of usage dependent on
usage pattern
3 Strap ✓ ✕ Removable. Not covered under warranty
14 Days From Collection/Purchase
Product Item Complaint Date 1 Year Warranty Remarks
1-to-1 Exchange
Refer to Service Step 4:
Quality issues due to
1 ✓ ✓ Conduct Product Checks To Confirm Warranty
manufacturer's fault
Coverage
Actxa
Tempo 3C
Specs of Battery life upon full charge:
(J1810C)
2 Battery Life ✓ 6 months only Tempo 3C: Approx. 7 days of usage dependent on
usage pattern
3 Strap ✓ ✕ Removable. Not covered under warranty
4 Charging Cradle ✓ ✕ Removable. Not covered under warranty
Page 2
NSC Product Service SOP 2019 v2.0
Service Step 1: Identify The Product
Product Side View & Front View (removable strap)
Actxa
Tempo 2
Model No:
J1810
Black and White Screen
Product Side View & Front View (removable strap)
Actxa
Tempo 3C
Model No:
J1810C
Coloured Screen
Page 3
NSC Product Service SOP 2019 v2.0
Pictures on the right
shows the exchange
unit of both products.
Main differences:
1. Colour of display
2. Front Button below
screen
3. Charging method (side
charging vi USB vs back
charging with magnetic
charger)
4. Model number
Page 4
NSC Product Service SOP 2019 v2.0
Service Step 2: Ask whether customer purchased the tracker or collected from HPB
a. If purchased, ask customer for sales receipt as proof of purchase. Then proceed to Service Step 4.
b. If collected from HPB, go to Service Step 3
Service Step 3: Check for Product Warranty Validity Using EO App
a. Launch the EO App on the iPad provided by Actxa Pte Ltd
b. Login:
c. Select the location:
d. Scan/Enter the participant’s NRIC number
Page 5
NSC Product Service SOP 2019 v2.0
e. Upon successful login, it will show the page below
f. Check 1
a. If “Date of Collection” is empty, customer may have purchased the tracker. Go to Service
Step 2.
b. If “Date of Collection” / “NSC goodie bag collected on” to current date is less than one year,
warranty period is valid. Proceed to Service Step 4. Else, warranty period is expired and
tracker exchange is NOT allowed *.
All warranty for Actxa Tempo 2 expires on 28 Sep 2020.
All warranty for Actxa Tempo 3c expires on 1 Nov 2021 (TBC by HPB)
No one can claim any warranty after these dates.
Page 6
NSC Product Service SOP 2019 v2.0
Service Step 4: Conduct Product Checks To Confirm Warranty Coverage
Hardware:
Failure
Complaint Troubleshooting Steps Covered Under Warranty: 1-to-1 Exchange NOT Covered Under Warranty: NO Exchange
ID
1 Allow Exchange Not Eligible for Exchange
- Normal scratches
Product ID/ - Casing not sealed properly from out of the box - Cracked casing due to misuse
Mechanical: - Rattling noise from internal components when shaken - Wear and tear defects
- Slight misalignment of screen
1. Conduct visual check on casing - Fine particles in casing
a Scratches on casing
- No exchange for accessories like strap
Note: Tempo 2 is with built-in USB connector for - No exchange for accessories like strap
b Casing cracked
charging, while Tempo 3 requires a magnetic charging Note: Tempo 2 is with built-in USB connector for
cable charging, while Tempo 3 requires a magnetic
Noisy sound when
c charging cable
shake
2 Allow Exchange Not Eligible for Exchange
- No display after charging for at least 5mins (after
a No Display 1. Charge the tracker and check if there is display - There is display after charged
confirming no water seepage)
- Due to misuse
2. If no display, charge for at least 5mins and check again
3. Check if there is water seepage
3 Allow Exchange Not Eligible for Exchange
- Display is too dim to make out the content on the
a Dim Display - Content is readable
screen
1. Touch indicator on tracker top case
- Comparison of display brightness with another
- Texts are truncated / with lines
unit
2. Check the brightness of the display
Truncated text/ lines
b - Comparison of display color with another unit
on display
3. Check the displayed content
c Display Color - Cracked casing due to misuse
Page 7
NSC Product Service SOP 2019 v2.0
Failure
Complaint Troubleshooting Steps Covered Under Warranty: 1-to-1 Exchange NOT Covered Under Warranty: NO Exchange
ID
4 Allow Exchange Not Eligible for Exchange
- Screen did not light up or scroll to next display when
- Tapping speed too fast (> 3 taps per sec) that
a Touch Not Working 1. Touch indicator on tracker top case touched
screen cannot response.
b Touch Not Sensitive 2. If no display, go through Item 2 "No Display" steps - Very slow or no response - Cracked casing due to misuse
5 Allow Exchange Not Eligible for Exchange
Charging - Tracker is Tempo 2 - Tracker is charging properly at service centres
a 1. Look at the bottom case of the Tempo 2 for a "charging" icon silkscreen - Tracker is NOT charging (exchange tracker)
not charging (CCC/ Telestations)
for the USB connector. Connect the USB connector side of Tempo 2 to an
USB charging port / USB power adaptor.
2. Check if Tempo 2 displays a running battery charging bar.
a. If no, check for Item 6, 7A/9B
Tempo 3
1. Look at the bottom case of the Tempo 3 and connect the 2 pins of the
magnetic charger to the two points on the tracker. The charger should click
onto the tracker.
2. Check if Tempo 2 displays a running battery charging bar.
a. If no, check for Item 6, 7A/9B
Page 8
NSC Product Service SOP 2019 v2.0
Failure
Complaint Troubleshooting Steps Covered Under Warranty: 1-to-1 Exchange NOT Covered Under Warranty: NO Exchange
ID
6 Allow Exchange Not Eligible for Exchange
- Water or condensation can be seen in casing but - Water or condensation can be seen in casing and
a Water seepage cannot see obvious cracks due to misuse or wear and there is obvious cracks due to misuse or wear and
tear tear
1. Conduct visual checks on casing for cracks
- Water or condensation can be seen in casing and
AND
there is no obvious cracks BUT customer wore
2. If water or water vapour can be seen in casing and there is no obvious - Customer did not wear tracker for swimming
tracker for swimming
cracks, ask if customer wore the tracker for swimming
- Water or condensation can be seen in casing and - Water or condensation can be seen in casing
tracker is NOT functioning / touch is not sensitive BUT tracker is still functioning
7 Allow Exchange Not Eligible for Exchange
Battery Related - Battery bloated causing casing to bulge Battery life is not lasting
1. Observe casing for bulge/ leakage/ cracks - Battery leakage
Issues:
a. Check 1: If “Date Collected” to current date is less - Battery damage due to external impact -
than 6 months from date of collection or date of perform visual check on casing for mis-used (eg
purchase, proceed to exchange tracker. Else, tracker dented, casing cracked, etc)
a Battery life not lasting exchange is NOT allowed. If “Date Collected Date” is
empty, go to Check 2. - Battery damage due to water seepage - refer to
b Cannot Charge Item 8 for checks
b. Check 2 - if customer purchase the tracker from
c Casing Bloated Activate's distributors / HPB CCC - Battery damage due to mis-used (cracked
• Ask customer for sales receipt as proof of purchase. casing)
d Battery Leakage If date of receipt to current date is less than 6
months, proceed to exchange tracker. Else, warranty
period is expired and tracker exchange is NOT
allowed.
Page 9
NSC Product Service SOP 2019 v2.0
Failure
Complaint Troubleshooting Steps Covered Under Warranty: 1-to-1 Exchange NOT Covered Under Warranty: NO Exchange
ID
8 Allow Exchange Not Eligible for Exchange
- Intermittent pairing with customer's phone but
1. Tap to last screen to see Bluetooth Friendly Name(BFN). consistent pairing with reference phone - advise
customer to contact HPB Customer Care Centre for
2. Ensure that the customer's phone’s Bluetooth is on. - Cannot detect tracker after RE-TRY (but no issue to advise
detect new tracker)
a 3. Launch H365 apps on customer's phone, go to APPS > HPB TRACKERS, - Cannot pair at all after RE-TRY (but no issue to - Customer's phone OS not meeting min spec of iOS
select "Tempo 2 (HR)" or "Tempo 3C" (Check tracker type and choose detect new tracker) 9.0 or Android 4.4
accordingly). Select “Change Tracker” and follow on-screen instructions
to pair the tracker to phone
Alternatively, advise customer to sync at the HPB
If fail, re-try with the following steps: Kiosk.
(iOS Phone)
RE-TRY
Pairing : Turn off and on customer's phone Bluetooth setting and retry. If still failed,
Unable to pair tracker connect a new tracker to try.
(Android Phone)
OR RE-TRY
Step 1: Disable the Bluetooth function. (If your Android version is 6.0 or
Recived a prompt below, ensure that your Visibility Timeout is set to “Never” or Discoverable‘s
that says Tracker is toggle is enabled)
already paired to
another account Step 2: Go to the mobile phone’s Settings > Application
Manager/Management.
Step 3: Tap the “All” tab. Locate the “Bluetooth/ Bluetooth Share“.
Step 4: Tap “Force Stop“. Tap “Clear Data“. Tap “Clear Cache“. Ensure that all
the values are displayed as “0.00“.
Step 5: Switch off the smartphone. Switch it on again.
Step 6: Enable the smartphone’s Bluetooth function. Launch the H365 Apps
again.
Step 7: Retry the pairing process
If still failed, connect a new tracker to try
Page 10NSC Product Service SOP 2019 v2.0
Failure
Complaint Troubleshooting Steps Covered Under Warranty: 1-to-1 Exchange NOT Covered Under Warranty: NO Exchange
ID
9 Allow Exchange Not Eligible for Exchange
- Sync successful after performing the re-try steps
1. Ensure that the customer's phone’s Bluetooth is on. - Customer's phone OS not meeting min spec of iOS
Syncing - Unable to 2. Shake the tracker to increase the number of steps detected. - Unable to sync after performing the re-try steps (but 9.0 or Android 4.4
a
sync data 3. Sync tracker to H365 app using customer’s phone. no issue to sync the new tracker)
4. Steps in app should sync with tracker. Alternatively, advise customer to sync at the HPB
Kiosk.
If fail, re-try with the following steps:
RE-TRY 1
a. Using participant’s phone, launch H365, go to “APPS > HPB Trackers”
section and press the refresh button on the top right
b. tap the sync button
RE-TRY 2
(iOS Phone)
Turn off and on customer's phone Bluetooth setting and retry. If still failed,
connect a new tracker to try.
(Android Phone)
Step 1: Disable the Bluetooth function. (If your Android version is 6.0 or
below, ensure that your Visibility Timeout is set to “Never” or Discoverable‘s
toggle is enabled)
Step 2: Go to the mobile phone’s Settings > Application
Manager/Management.
Step 3: Tap the “All” tab. Locate the “Bluetooth/ Bluetooth Share“.
Step 4: Tap “Force Stop“. Tap “Clear Data“. Tap “Clear Cache“. Ensure that all
the values are displayed as “0.00“.
Step 5: Switch off the smartphone. Switch it on again.
Step 6: Enable the smartphone’s Bluetooth function. Launch the H365 Apps Page 11
again. Retry the syncing process
If still failed, connect a new tracker to try.NSC Product Service SOP 2019 v2.0
Service Step 5: Perform Tracker Exchange
1. Obtain customer’s NRIC for verification. The NRIC must be of the participant who requested for the
tracker exchange. Photocopy of the NRIC is not required.
2. Fill up digital form with customer’s details and Tracker defect information. No physical form
needed.
3. Check EO App “Date Collected” and fill in “Date of Tracker Collection” on the form. If this field in
EO Apps is empty, and customer has no sales receipt, exchange is not allowed.
4. Issue replacement tracker to customer – pair replaced tracker for customers who are non-
smartphone users. Refer to Service Step 6.
5. Label tracker with Case ID and coloured stickers based on their main issues. E.g Battery issues one
colour, touch issues one colour. Place the tracker into individual ziplock bags. Ziplock bags will be
provided by Actxa.
6. Return to Actxa Pte Ltd during the 1-to-1 exchange cycle.
7. 1-to-1 exchange cycle: Every Tuesday.
IMPORTANT:
• All returned items MUST BE completed with a digital form and labelled with the case ID
corresponding to the form, with clear descriptions of the defect. Actxa Pte Ltd reserves the
right to reject any returned items with incomplete information.
• It is a MUST to fill in the “Date of Tracker Collection” field Digital. Should this filed be left
empty, Actxa will reject the quantity for exchange.
Page 12NSC Product Service SOP 2019 v2.0
Service Step 6: Pair Tracker For Non-Smartphone Users
Step 1. Login to EO App on the iPad provided by Actxa Pte Ltd – refer to Service Step 3
Step 2. Enter customer’s NRIC number
Step 3. Click “Submit”
Step 4. Click “Pair/Change Steps Tracker” (see Screen 4)
Step 5. Click on the “Pairing” icon to pair tracker
(FYI: QR code scanning is for users with Smartphone)
IMPORTANT:
Do not click on other options
Pair for non-smartphone users who purchase or exchange the tracker from you
Screen 4 Screen 5
Page 13NSC Product Service SOP 2019 v2.0
Pairing via Bluetooth:
Select “Tempo 2 (HR) / Tempo 3c” (see Screen 6 – screens to be updated once EO App is available)
Page 14NSC Product Service SOP 2019 v2.0
Pairing Via QR Code
Page 15NSC Product Service SOP 2019 v2.0
Directing back to HPB:
Page 16NSC Product Service SOP 2019 v2.0
Page 17NSC Product Service SOP 2019 v2.0
Problem Color Code Legend
Page 18NSC Product Service SOP 2019 v2.0
Page 19You can also read
