Walmart Responsibilities

All internal questions or concerns regarding Walmart processes should be directed to Brandon Garriss. Email is his preferred method for all communication.

Walmart Special Handling Instructions

Controllers Out Of Warranty

OUT OF WARRANTY REPLACEMENTS DO NOT GO THROUGH LOCAL DISTRIBUTORS.
ALWAYS FOLLOW THE PROCESS OUTLINED BELOW FOR WALMART.

All out of warranty controller issues or requests that require replacements for Walmart and Sam's Club will now be managed directly with Walmart through their Zeus application.

First, provide the replacement details including part number(s) and instruct the LMC / Field Tech to submit their request in Zeus, or to contact their Walmart representative if they need more information.

Then, send a follow up email with all the details to the LMC or Field Tech.

Lastly, update and reassign ownership of the open Salesforce case to Brandon Garriss for tracking and visibility.

Provide the following information to the contact in your email & include in case notes:

Support Case ID #
Diagnostic results and confirmation of Non-Warranty status
Part number(s) needed
Controller serial #
Walmart Site / Store #

Controllers With Existing Warranty

Anything under an existing warranty will continue to be managed as part of our standard internal RMA process.

Quarantine Controllers

Walmart will provide a list of technicians (TBD) for any proactive outreach required for quarantined controllers. Walmart should now follow standard internal SOP for “Quarantine” handling and resolution. Replacements should adhere to the warranty process outlined in this document.

Access Requests

HydroPoint Support will provide controller user access requests for Mobile App ONLY
Granting WEB controller access will be handled by SCA and exceptions should be noted on the WT User Profile

Responsibilities for Walmart Sites:

SCA Phone Number (615) 469-0943
SCA Contact: Sarah Lambert - sarah.lambert@sca-nr.com
Walmart Exterior Services Contact: Rhonda Hansen
HPDS Internal Contact: Brandon Garriss - bgarriss@hydropoint.com (Account Manager)
HPDS Sales Contact: Ed Hodnett - ehodnett@hydropoint.com (Account Executive)

HydroPoint is responsible for:

HydroPoint is NOT responsible for:

Granting controller user access (Mobile App ONLY)
Standard customer service and support

Technical troubleshooting:
- Controller hardware issues
- Software and WeatherTRAK Central/Mobile app issues

Providing general process guidance and KB documentation for LMC's on how to Learn Flow when the controller is first activated
Providing general process guidance and KB documentation for LMC's how to program the controller when it is first activated
Processing standard RMAs when controller is under warranty
Proactive monitoring and outreach for quarantine controllers

Granting WEB controller access (This will be handled by SCA and exceptions should be noted on the WT User Profile)
Troubleshooting field issues (ex. pipes, wiring, etc.)
Relearning flow (refer to SCA)
Changing any controller programming (refer to SCA)
Ordering controllers/parts for new stores (refer to Brandon)

Submitting work orders or requests in Zeus
- LMC or Field Tech contacts should submit all work orders or requests for non-warranty replacements through Walmart's Zeus application (they should contact their Walmart representative if they have questions)
- Service Channel is to become obsolete