Business Apps

Key definition

A Warranty Site Visit is any Site Visit where we are returning to the same location for any of the three reasons below.

1) To correct a previous mistake we made.

2) To replace a defective part we installed.

3) We did not solve the actual problem.

In all of these cases, the customer will not be paying some (or all) of the parts and services provided on the Site Visit.

Step-by-step process

1. The customer calls us and asks us to come back out to somewhere we've been recently. Customer Service will do their best while on the phone with the customer to determine if this is a Warranty Site Visit or not; however, we are depending on the technician in the field to be the final authority on whether or not the customer needs to pay for parts and services.

2. After Customer Service has determined that this is most likely under either our product or labor warranty, they will input the Site Visit as normal except they will select "Possible Warranty" from the "Warranty Status" drop-down on the appropriate task(s).

3. The technican will go their Site Visit as normal, but should notice that any task that is marked as "Possible Warranty" will turn blue.

They should first assess if the task does or does not fall under a warranty (taking appropriate steps to trouble-shoot, contact support, etc) and change the drop-down to either "Not Warranty" or "Confirmed Warranty".

When "Confirmed Warranty" is selected, another field will appear called "Warranty Items". Please add a checkmark to the items you want to be excluded from the customer's bill.

(EX. "No Charge PARTS" means the customer is NOT being charged for the parts)

4. Next add products and services to the task as normal (we want to track what we actually did regardless if customer pays for it or not). And change the "Progress" of the task to "Completed".

Important Note

This is the moment when the Line Items will get changed to a price of $0.00 where appropriate.

5. If all of the tasks are Confirmed Warranty, then please change the Service Call to "No Charge". Otherwise, complete the Site Visit as normal.

FAQ

This task is marked as "Confirmed Warranty" but the customer is still being charged!

The price of the line items will change once the task is completed.

If the task IS completed, then there are two common culprits – either the wrong Warranty Items are selected or the task was completed before it marked as a confirmed warranty – but we can solve for both of them in 4 steps:

1. Confirm that the "Warranty Items" (No Charge PARTS & No Charge SERVICES) are checked. Click Save.

2. Change the "Progress" to "Not Started". Click Save.

3. Change that the "Warranty Status" is set to "Confirmed Warranty". Click Save.

4. Change the "Progress" to "Completed". Click Save.

If this did not work; call Ingram because something's broken.

All the tasks are warranty, but the customer is still getting charged like $214!

Sounds like they're still being billed for the Minimum Service Charge. Remember to change the Service Call to "No Charge"

Why do I have to change the Service Call if all the tasks are warranty? Seems like there should be some automation for that.

That's a fair a point. But my brain is too small to figure out how to make that happen.

I accidentally marked the wrong task as warranty, but when I change it to "Not Warranty" the price on the line items doesn't come back.

Yeah, this is a big one! The warranty process only works one-directionally. You will need to call Customer Service and let them know which tasks need to be edited. They will pull up the individual line items and change their prices back to the correct amount.

Try to avoid doing this please.