WARRANTY CLAIM SYSTEM USER MANUAL

Transcription

1 WARRANTY CLAIM SYSTEM USER MANUAL 1

2 Installation of Nereus Warranty claim system First you have to install the Warranty claim software «Nereus», You can find it on our spare part website: Once open it, you have to select the language, French or English. You will have this window open to do your selection. Click on OK, you will have this window: If you want to install the software on a specific directory click on Step througt and select it. After that click on install. When installation is finish you will have this window. Click on OK to close the installation software. Now you will find on your desktop a shortcut Nereus. 2

3 By clicking on the shortcut you will have this window: You must use your habitual Login and password to be connected to the system. 3

4 Table of contents 1- General presentation a. Major change b. How does it work? c. New warranty claim system diagram 2- System architecture a. General presentation of the windows b. Create a new warranty - Filling-up the entire tab - Filling-up engine information - Filling-up the service tab - Filling-up the supplies tab - Communication tab - Attached files tab - Delivery address tab c. Sending the warranty claim d. Response from Moteurs Baudouin 3- Step after Baudouin s response a. Green light to do the job b. Job completed c. Additional work needed d. Agreement for additional job e. Waiting invoice f. Invoice received g. Invoice paid 4

5 Diagram of the new warranty system 5

6 1/ General presentation In order to optimize the warranty cost and lead time we improve our warranty claim request system. A/ Major change: - No need to send to after-sales dept. to advise for a new claim - Before doing any job, you must put a quotation into the system o User-friendly to add accommodations, labor o You must do your complete spare parts list by yourself - You can change directly the delivery address for drop shipment B/ How it work? - When you need to do some work under warranty you have to connect to our extranet website using your habitual Username and Password. - You must enter all the necessary information into the system including your labor cost, road cost and other Also the required parts for the job. All this information will become your quote between you and us. When you will finish your claim, we will receive an automatically. - We will check your request according to the job to be done. Now there are four possibilities: 1- We don t accept your request or need additional information you will receive an with our response to your request. 2- We accept the warranty claim, you will receive an , and your order with spare parts will be send to the address mentioned automatically, free of charge. 3- Additional information request we need more information to take the decision 4- Expertise needed, we have to receive back the parts to decide if the warranty will be accepted by service dept. We also send you the spare parts under free of charge and if the warranty is not accepted we will invoice them. Step after acceptance of your claim: 1- You can do the job according to your quotation. 2- When you have finish the job you have to return into extranet system and click on Work completed 3- You must add your invoice reference and send it to Moteurs Baudouin. 4- We will receive the invoice: a. If the invoice is right according to the warranty claim we will inform you automatically by for the receipt and acceptance of the invoice. b. If the invoice is not right according to the warranty claim we will send you automatically a telling you that your invoice is not in accordance to the claim. You must modify it according to the claim on the system. 5- You will be inform be when your claim as been paid. Case of additional work needed after sending the claim. 1- For example, if during the first work that have been accepted by SiMB you need to add complementary work you must use the extranet system before doing it. 2- You must return to the claim and do another quotation with parts if needed and waiting our approval. 3- The next step will be the same as previously. 6

7 2/ Architecture of the system A- General presentation of the screens Once you have opened the Warranty claim application you will arrive to your control panel as shown below. Buttons description Switch to French language Switch to English Language Home button Windows refresh button Create a new warranty claim Columns description Dealer s name Claim reference number Date of claim declaration Engine serial number Encountered problem description Customer name Claim status Baudouin interlocutor Vessel Distributor invoice Baudouin Claim cost response name 7

8 Complementary information according to the columns: On this column you will find the price of your warranty excepted the spare parts price. It means that you will find the total price of your job (labor, accommodations ) On this column you can follow the status of your claim: Draft: Your are currently filling-up the claims but not transmitting it to SiMB Waiting process : Claims transmitted to SiMB to be checked by after-sales dept. Accepted : Claim accepted, parts will be send Refused : Claim refused Need more information : We need more information for making a decision Waiting expertise : Claims partially accepted, final decision will be taken after parts expertise Waiting invoice : Waiting for your invoice according to your claim Invoice not in accordance : Invoice not in accordance with the value of your claim Invoice received : Invoice received in SiMB Paid : Invoice paid by financial dept 8

9 B- Create a new warranty claim Workflow By clicking on NEW you will arrive to this screen. Description of the button: Home button Return to main page, by using this button it will save automatically the claim without sending it to Moteurs Baudouin Save to save your claim without sending your claim to SiMB, using this button you can finish your claim later. 9

10 Transmission Request to submit your claim to SiMB Historical of decisions Historical of all decisions on this claim. In this part you will find the number of statement and the status of the claim. The creation and the last modification date of this claim. TRICK: For every conversation between distributor and SiMB, remind the Statement number. 10

11 Fill up the description tab. When you create a new claim the Status is DRAFT, it means the claim is not sent to the After-Sales Dept. You must enter all the necessary information: serial number, running hours You must enter all the needed description to help the after-sales dept to understand the issue. PS: If the file is not correctly filled up the warranty claim will be rejected. It s not necessary to click on SAVE to continue to fill up the claim. TRICK: If you want to save it and finish the claim later, at every moment you can click on the SAVE button and select save. 11

12 Fill up the first engine information In your side you have to fill-up: o o o o Serial engine number Customer s name Ship name/location Running hours All the other fields will be filled-up automatically: o Date of commissioning : This field will be filled-up automatically by the system. Date of commissioning depends of the sending of sea trial document and DT 21G01. We remind you that without the commissioning documents warranty may be refused. o Date of delivery : Date of delivery of product o End of warranty : This field will be automatically filled-up by the system, it depends if we know the commissioning date, please check on our Terms & Conditions of Sales - TCS 12

13 Filling-up the Service tab. In this tab, you have to add all your cost to do this job; this information will be your quotation for us: - Labour - Travel Km - Tolls - Accomodations - Other By clicking on it will open a new window to add all your costs? Select your item in the window 13

14 Fill up the quantity and add some details, do the same for the other items. If you want to modify a line click on it and select the button, modify and save it. If you want to delete a line you can clickon, select the line and delete it. If you want to send a copy of your claim by click on The Total Services will be the value of your invoice. Once transmitted you cannot change the value TRICK: Don t hesitate to do a complete technical analysis of the issue so we can take decision without further information and waste of time. 14

15 Fill up the Supplies tab. Create the spare part list in order to do the job. REMINDER: To do your spare parts list you have to use SIMB Website using spare parts book on this website. To add spare parts you have to click on, new window appears. Enter your reference according to the spare parts catalog, downside of the reference you can see the designation of the spare parts to check if the reference used is the good one. 15

16 By clicking on OK, the part will be added automatically on the supplies. PS: Moteurs Baudouin is not responsible of your spare parts list, we will not check every time your parts list. You are responsible of your spare parts. All parts added on the list but not in accordance with the claim will be invoiced. 16

17 Communication Tab Coelho_B : 13/02/ :48 Ok you can change it under warranty Victor_LDA : 13/02/ :02 Can we change the coolant under warranty? In these windows you can start a discussion with the after-sales dept. They can ask you some question and you have to respond directly in this window. This one is to avoid any loss of information using , and everybody can see the evolution of the communication for the claim. 17

18 Attached files Tab Here you can add documents like: - Picture - Report - Invoice - Baudouin monitoring history (mandatory for electronic failure) You have to click on to add your documents. To remove a document click on: To open a document click on: Pictures are mandatory as soon as you submit the claim, you can also add more pictures after the job is done! 18

19 Delivery address tab In this window you have to enter the delivery address for the spare parts. By using Addresses last orders you can find and select your last delivery address to simply access to your last shipment. You also can select between Normal and Express delivery. PS: Express delivery must be approved by After-Sales Dept. We will inform you as soon as possible in case of rejected request for express delivery. 19

20 C- Sending the warranty claim To transmit the warranty claim you have to click on Transmission Request You will have this box: You must click on YES if you want to transmit the claim, and the status will change to: Waiting process From now on the warranty claim is on SiMB s side, we will take a decision. 20

21 D- Response from Moteurs Baudouin Workflow Once your claim is submitted to SiMB you have four possibilities: - Claim accepted : Your claim is accepted and the parts will be sent according to your spare part list - Claim refused : Your claim is refused for some reason, you can find our comment into discussion tab - Need more information: We need more information to take a decision; we will start a discussion into the Discussion tab. - Waiting expertise: We accept your claim subject to finish, parts must be returned and expertise. You will be informed after the expertise if your claim is accepted or not. In any case you will receive the spare parts as your spare part list. 21

22 3/ Step after Baudouin s response a. Go onboard to do the job Workflow After acceptance of the claim: General view Inside the warranty claim You will also automatically receive an to confirm the acceptance of the claim. Once you receive all the necessary spare parts you can go onboard and do the job. When you have finished the job there are two possibilities. - The job is done, you don t need additional job - The job is done but you need additional work. 22

23 b. Job completed Workflow Once you have finished the job you have to return into the warranty claim system to advise SiMB that the job is done. You have to click on work completed and a new window will open. You must enter your invoice number reference. The status will change automatically to Waiting Invoice 23

24 c. Additional job needed Workflow In the eventuality that you find out that you need some extra work on the engine, you need to have it approved prior of the execution. In this case you have to return on your warranty claim and go on the Services tab. You have to do a second quotation using the same process as previously, by clicking on, you will create a new quotation. 24

25 A new dialog box will open and ask you if you want to change the status of the claim. You have to click on YES. And fulfill your cost as previously explained, You have to do the same if you need to add more spare parts for the second work, follow the step explained previously for adding spare parts. You can check the difference between the two quotations by the number 1,2 etc It will be the same process for the spare parts tabs. Once your new quotation is finished you have to transmit your claim as previously by clicking 25

26 d. Agreement for additional job Workflow In this case we start again the process previously explained, with the step of acceptance. You can find the process on chapter 2.d and follow the next step as previously. If your additional work is accepted we restart the workflow here. 26

27 e. Waiting invoice Workflow Once you have finished the job the status will change to Waiting invoice. For reminder check chapter 3.b In this step we wait your invoice according to the accepted amount of the warranty and your invoice number. Please send your invoice by postal service to : Societe Internationale des Moteurs Baudouin Comptabilité Technoparc du Bregadan CS Cassis Cedex France Or you can send it by to : Comptabilite@moteurs-baudouin.fr 27

28 f. Invoice received Workflow Once received our financial dept will check your invoice according to the warranty claim. In your invoice we have to see the same invoice reference number, and the warranty claim reference number. If those reference numbers cannot be found in your invoice, we will not be able to do the treatment. - If everything is right, the status will change on the warranty claim system to: To payment - If your invoice is not in accordance to the value of the claim the status will change to: Invoice not in accordance. When you see this status it means that your invoice is not the same as the claim, for example the total price is different from the warranty claim. Financial dept. will send back your invoice to after-sales dept. who will check with the distributor the raison of the difference between the invoice and the claim. 28

29 g. Invoice paid Workflow When the financial dept. will pay your invoice the status will change on warranty system to: PAID 29