消費者在保固期間內返修電腦到原廠維修站，我們稱RMA(Return Merchandise Authorization)
Definition（from wiki):
A return merchandise authorization (RMA), return authorization (RA) or return goods authorization (RGA) is a part of the process of returning a product to receive a refund, replacement, or repair during the product’s warranty period. Both parties can decide how to deal with it, which could be refund, replacement or repair.
RMA Shim
The RMA shim image is designed to meet these requirements. An RMA shim image is a combination of existing Chrome OS factory bundle components, all combined into one disk, including:
- Factory install shim
- Release image (FSI)
- Test image
- Factory toolkit
- HWID bundle
- Other optional components (firmware, complete script, etc.)
Troubleshooting process
Clarify and define problems or causes - Impact scope, Project, Video or Pic attached?, 5W1H…
Deliver message to right functional team by service group
Testing with dummy devices
File the issue and highlight if we have to apply new change on new firmware version
Check schedule with Google about software release date and have internal discussion to meet stable cut date or branch out date
FAFT(Functional testing) with firmware change
Apply the latest version on production line with some units and run with at least 200 units after then
Formal release to customers