For both cases, I need to check whether customer printers is already upgraded to L1.3 or not. Based on the tag picture are shows that the tag reading is fine but the additive level is low. Whether the firmware are old/new, this seem to be a quality issue which requires JIRA. However to support customer while JIRA communication is understandable. Could you please put in the remark on each claim for tracking and recording like “Wait JIRA confirm”, then we can revert all back to platform once JIRA are validated. This will save time to support customer and we have some time to deal with TDS. Thanks.
For your queries about raise JIRA for consumable. Please refer to the separate email regarding SCS-006 for more details. In the future process, both presale/aftersales will need to raise JIRA for their respective issues. So please use SCS-006 as a guide line for any future claim that come to you and redirect them back to respective parties accordingly if it’s not fit into the claim type mentioned in SCS-006. Thanks.