Fónfix Repair Logging System

Transcription

1 Fónfix Repair Logging System Fónfix have developed a new web-based Repair System for Stores. The new system will be held on the Fónfix server and will be managed and maintained by Fónfix. To access the Repair System please select the below link and save it to your favourites: The following guide will go through the Repair System functionality and how to Log a Repair using the new system. Section Page 1. Logging In 2 2. Home Page 6 3. Repair System Options 7 4. To Do List 7 a. Accepting / Refusing Estimates 8 b. Supplying Customer Information 10 c. Supplying Customer Information POP Log a Repair Packing List Check Repair Status Estimate Price List Daily Repairs Report Contact Us Receiving Repairs back into Store Closing Repairs in Store 30 1 of 30

2 Logging In: Log In Screen for Repair System When logging in for the first time please click on the New user or forgot password? option. You will find this directly below the Log In button. You will be brought to the screen below: 2 of 30

3 Please enter the address of the Store into the Address field and click on the OK button. You will be presented with a message advising you that an has been sent to you to provide you with a link to set your password. When you receive the please click on the link contained within. You will be brought to the screen below: In the Password field enter a password that contains both alpha and numeric characters and make sure to enter a password that you will easily remember e.g. Dundrum1, Wilton 1, etc In the Confirm Password field re-enter your chosen password and then click on the OK button. 3 of 30

4 You will be presented with a message that your password has been set, as below: Please click on the Go to Login Page button which will bring you back to the Log In page as below: Enter your address (Store address) into the Address field and then enter your new password into the Password field and click on the Log In button. 4 of 30

5 Once you have logged in you will be presented with the Home Screen of the Repair System, as below: 5 of 30

6 Home Page: The Home page allows you to navigate through the system and gives you the following options: To Do List Highlights outstanding items for your Store. It helps prioritise items that require your urgent attention. Log a Repair Allows the logging of new repairs Packing List Allows the creation and reprint of packing lists Check Repair Status Use this to query repairs using o IMEI o Subscriber Number o Date Range o Repair Reference o Packing List ID Estimate Price List Provides a list of the repair pricing for Fónfix out of warranty repairs. Daily Repairs Report Gives you a daily report of all active repairs for your Store and allows the updating of estimates and customer information requests 6 of 30

7 Repair System Options: All Repair Options available to you are displayed on the left side of the site at all times for your convenience; the options available are as follows: To Do List: When you click on the To Do List option you will be presented with a list of all active repair jobs that require an action by your Store (as below) and will need to be acted on as a priority. The actions will include Awaiting Reply to Estimate and Awaiting Customer Info When you have carried out the relevant action on the site the repair job will update to the next status and will be automatically removed from the To Do List. 7 of 30

8 1. Accepting / Refusing Estimates When in the To Do List option if you see a repair job at a status of Awaiting Reply to Estimate click on the View button positioned to the right of the job. This will bring you into the repair job details as below: In the case of a job on a status of Awaiting Reply to Estimate you will see a Reply to Estimate button located under the Current Status field. 8 of 30

9 Click this button to accept or refuse the estimate as below: Simply fill in the 4 fields i Accept Estimate, the drop down will give you the option of ii Updated By a) Accept Estimate b) Refuse Estimate iii Authorisation Code iv Receipt Number (this field is optional) Click on the Save button and the estimate this will automatically change the status of the job to Estimate Accepted or Estimate Refused. You can also click on the Cancel button to return to the repair job details without taking any action. 9 of 30

10 2. Supplying Customer Information When in the To Do List option if you see a repair job at a status of Awaiting Customer Info click on the View button positioned to the right of the job. This will bring you into the repair job details as below: The Engineer Comments will detail what customer information is required. In the case of a job on a status of Awaiting Customer Info you will see an Update Details button located under the Current Status field. 10 of 30

11 Click this button to supply the customer information required, as below: Simply select the appropriate Job Information type from the drop down list, i Update lock Code ii Update Fault Description iii Return Handset without Repair iv Proof of Purchase Required v Other Enter the information required into the Job Information Comment field and click on the Save button this will automatically change the status of the job to Customer Information Supplied. You can also click on the Cancel button to return to the repair job details without taking any action. 11 of 30

12 3. Supplying Customer Information (P.O.P) When in the Update Details screen and you choose Proof of Purchase Required from the drop down menu you will be presented with a different screen, as below: If you have scanned the P.O.P onto your PC then you can attach it by using the Attach File facility. If you are going to send in the P.O.P via fax or otherwise you can simply detail your intentions in the Message section of the screen. Click on Save to submit your information and update the repair job or click on the Cancel button to return to the repair job details screen without taking any action. 12 of 30

13 Log a Repair: When you click on the Log a Repair option you will be taken to the LOG A REPAIR - STEP 1 screen, as below: All mandatory fields (marked with an asterisk*) must be filled in before you can move on to the next step. Below we have provided guide to what must be entered into each field: i Repair Type: ii Store Contact*: iii Accessory Repair*: iv IMEI*: Select device type from drop down list. Note it must be for a manufacturer which Fónfix repair. Tablets may be Wifi only enabled (no imei will be present) or GSM tablets (take a Sim and have imei present). Please select correct type. Team Member creating the Repair job must enter their name Select Y if it is an accessory repair. Select N if it is a handset repair. Enter the correct IMEI of the handset or GSM tablet. It is vital that care is taken when entering the IMEI as incorrect entry will lead to confusion later. 13 of 30

14 v Serial No: vi Subscriber No*: vii First Name*: viii Last Name*: ix Address Line 1*: x Address Line 2: xi Town/City*: xii County*: xiii SMS Update*: Mandatory to be entered for non GSM devices (no imei present). Select Prefix from drop down menu and enter the remaining digits with no spaces. The Customer s First Name is to be entered here in all cases. The Customer s Surname is to be entered here in all cases. First line of the Customer s address Second line of the Customer s address if appropriate The Town or City The County The Yes or No box must be ticked. xiv Alternative Contact No*: Another number where we can contact the customer with no spaces. This number must be a mobile number if Yes is chosen for SMS Update. xv Address: xvi Loan IMEI: xvii Loan Make & Model: Customer s address if available Enter the IMEI of the loan handset being given to the customer Enter the Make & Model of the loan handset being given to the customer Below is a sample of a completed LOG A REPAIR - STEP 1 screen. 14 of 30

15 When you have completed populating the fields in the LOG A REPAIR STEP 1 screen you must then click on the Next button. 15 of 30

16 You will be taken to the LOG A REPAIR STEP 2 screen, as below: All mandatory fields must be filled in before you can move on to the next step. Below we have provided detail of what must be entered into each field: Make: This field will automatically populate based on the IMEI you entered in STEP 1 Model: This field will automatically populate based on the IMEI you entered in STEP 1 xv Network: Choose the Customer s network from the drop down list xvi Physical Damage Detected: Tick the box if physical damage is detected in Store ITEMS BEING RETURNED: xviii Proof of Purchase: Select Yes if P.O.P is being sent in with the phone / Accessory. This will provide you with the means to capture the date of purchase xix Handset Returned? Tick box if handset is being returned to Fónfix 16 of 30

17 xx Battery Returned? xxi Charger Returned? Tick box if battery is being returned to Fónfix Tick box if charger is being returned to Fónfix xxii Back Cover Returned? Tick box if charger is being returned to Fónfix xxiii Other? Tick if another item is being returned and give details in box provided FAULT INFORMATION: xix Fault Type Tick either Constant or Intermittent, whichever is relevant to the phone fault There are a total of 4 fault fields available should the phone / accessory have more than one fault xx Additional Fault Info This is a mandatory field. Entering accurate & detailed information will lead to faster repair turnaround THE FOLLOWING STEPS MUST BE TAKEN WITH THE CUSTOMER AND BE TICKED OFF IN ORDER TO PRCEED WITH THE LOGGING OF THE REPAIR xxi SIM Card Removed? Tick this box when you have returned the Customer s SIM card to them xxii Memory Card Removed? Tick this box when you have returned the Customer s memory card to them xxiii Customer Advised of Data Loss? Tick this box when you have informed the Customer that all saved information will be lost during the repair and that they should back up all their information. 17 of 30

18 Below is a sample of a completed LOG A REPAIR - Step 2 screen. When you have completed populating the fields in the LOG A REPAIR STEP 2 screen you must then click on the Next button. 18 of 30

19 You will be taken to the LOG A REPAIR STEP 3 screen, as below: This screen provides a review of all details entered for the repair. If the details are not correct, you can move back through the steps by simply clicking on the Back button and make changes as appropriate. If the details are correct, simply click on the Finish button. 19 of 30

20 When you click on the Finish button you will be taken to the 4 th and final step which is the Repair Docket, as below: Please print 3 copies and get the Customer to sign all 3. Copy 1 Customer Copy Copy 2 Fónfix Copy - Wrap around the phone / accessory being sent for repair Copy 3 Store Copy NOTES: 1. You can re-print a repair docket at any time by simply viewing a job and clicking on the Print button. 2. You can cancel a repair from the system any time up to when it is collected from the Store by simply viewing the repair details and selecting the Cancel button. Repairs cannot be cancelled on the system once the unit has been collected / sent in to Fónfix. 20 of 30

21 Packing List: To create a packing list select the Packing List option, the below screen will be displayed. Select the date range that you want to create your packing list from and click the Search button. When you have selected your date range the repair system will provide you with all of the repairs waiting to be sent to Fónfix from those dates, as below: Click the Select All button to send all the handsets to Fónfix or you can individually select the repairs you want to send. 21 of 30

22 When you have created your Packing List, the Packing List number will be displayed, as below: If you need to reprint a packing list, please select the REPRINT PACKING LIST button and select the date range, the Packing Lists from these dates will be displayed and you can select the packing list you require. 22 of 30

23 Check Repair Status: When you click on the Check Repair Status option you will be taken to the CHECK REPAIR STATUS screen, as below: With this option you can now check a Customer s repair status by entering their i IMEI ii Subscriber Number iii Date Logged iv Repair Reference v Packing List ID. Once you enter the correct details the repair will be displayed at the bottom of the screen providing you at a glance with the packing list the repair was sent in with and the current status of the repair. You can then easily view the repair details by clicking on the View button. 23 of 30

24 Estimate Price List: The price of an Out Of Warranty repair can be checked before logging a repair by accessing the Estimate Price List option, as below: 24 of 30

25 Daily Repairs Report: The Daily Repairs Report will show all repairs that are currently live and open for your Store, as below: This screen provides you with the ability to take action on repairs that are at a status of Awaiting Reply to Estimate or Awaiting Customer Info. This screen will also show what has been despatched the night before so you know what is due out to you in your daily delivery. 25 of 30

26 Contact Us: There are two separate Contact Us options available to you when in the Repair System. 1. In Repair Contact Us Option: When viewing a Repair Job you will see a Contact Us button positioned at the top and bottom right of the screen, as below: When you click on the Contact Us button you will be taken to the Contact Us Form screen as below: 26 of 30

27 The Name: and Address: fields will auto populate with the store user name and address but these can be simply overtyped if you require to have the response sent to a different address. Click on the Cancel button to return to the Repair Job you were viewing or enter the details of your query in the Message: section and click on submit, you will be presented with confirmation that your query has been submitted, as below: The query will be received by Fónfix as an and the Repair Job reference details will be auto populated into the subject field. Simply click on the Return option to navigate back to the Repair Job you were viewing. 2. Home Page Contact Us Option: On the Home Page you will find a Contact Us option on the top bar of the screen, as below: This option can be used for general queries that are not directly related to a specific Repair Job. 27 of 30

28 Simply click on the Contact Us option and you will be taken to the Contact Us Form screen, as below: The Name: and Address: fields will auto populate with the user name and address but these can be simply overtyped if you require to have the response sent to a different address. Enter the details of your query in the Message: section and click on submit, you will be presented with confirmation that your query has been submitted, as below: Simply click on another function to navigate away from this screen. 28 of 30

29 Receiving Repairs back into Store: Having received delivery of a repair back into store please follow these steps: Locate repair ID via Check Repair Status (see screenshot below) View repair information by clicking on Data displayed At top right hand corner you will see 3 buttons Select Mark Received This will move the repair status from Despatched to the new status of Received into Store The menu on left hand side now included a Received into Store option. When clicked this will display all current jobs at a status of Received into Store as below: 29 of 30

30 Closing Repairs in Store: The final stage in a Repair is for the Store to return the handset back to the Customer. This must be recorded within the system by clicking on the Mark Returned to Customer button as below: You will be taken to the Mark Returned to Customer screen see below: Simply enter your name into the Returned By field and click on the Save button. This will update the Store Comments with the date the unit was returned to the Customer and by whom and will change the status to Returned to Customer 30 of 30