Sony Web Portal Operating Instructions

Transcription

1 FORD MOTOR COMPANY LIMITED Issued by European Warranty Operations Ford Customer Service Division Sony Web Portal Operating Instructions Sony Web Portal Operating Instructions The operating instructions contained in the following pages are summarised below: Log on Obtaining a new or replacement password. Use of the Direct Repair Request Form function to complete and submit a repair request form Use of the Dealer Enquires function to review current and past repair requests. Use of the Contact Us function to request information on an advance exchange request, report portal concerns, etc. 1. Log On In the address window of your web browser enter the following address: The "Ford Repair Program Selector" screen will be displayed; see Figure 1.0. Select the Sony logo to enter the Sony Web Portal. Figure Obtaining a New/Replacement Password During a first time log on by a Ford Dealer the Sony home screen opposite will be displayed, see Figure 2.0. The following instructions apply when a dealer logs on to the web portal for the first time or a replacement is required in the case of a lost password. Note - Passwords are randomly generated by the portal, no password rules are required. Select the Direct Repair Request Form. Figure /11/2007 1

2 2.1. Select Get Password or Cancel/Return home to return to the home screen. Figure Enter your Ford dealer code in the Dealer Code Enter your address in the address Re-enter your address in the Repeat address Important - If the two addresses do not match an error message will be displayed. Figure 2.2 Select Send Password to proceed, or Cancel/ Return home to return to the home screen. A message "The has been sent" will be displayed on the screen. A password will then be sent to the address after approximately five minutes. 3. Normal Log On During a normal log on by a Ford Dealer the following screen will be displayed, see Figure 3.0. Select the Direct Repair Request Form function if you want to complete and submit a new repair request form. See Section 4. Select the Dealer Enquiries function if you want to review or print current and past repair request information. See Section 5 Select the Contact Us function to any queries to Sony. See Section 6. Figure /11/2007 2

3 4. Direct Repair Request Form Function Submit a New Repair Request If the Direct Repair Request Form function has been selected then the screen opposite will be displayed, see Figure 4.0. Enter your Ford dealer code in the Dealer Code Figure 4.0 Enter your correct dealer password in the Dealer Password If log on details are entered incorrectly an error message "The Dealer code or password you entered is incorrect." Will be displayed on the screen. Select OK to proceed or Cancel/Return home to return to the home screen Your dealer details will be displayed in the top text box, please ensure that they are correct. This is the address that will be used to send units to. Use Contact Us to report any errors or code concerns (see Ford Central Billing on page 8). Your Main Dealer details will be displayed in the second text box, please ensure that they are correct. This is the address that invoices will be sent to. Use Contact Us to report any errors or code concerns (see Ford Central Billing on page 8). Figure 4.1 Enter a contact name in the Contact for the repair Select Next to proceed. 11/11/2007 3

4 4.2. Select the type of Advance Exchange unit required, PDI warranty, In Warranty or Non- Warranty. Entered the required vehicle and part information in to the screen fields. The vehicle sale date and part type can be selected from drop down menus. Important: The VIN must be entered using UPPER CASE characters The information required on the form is mandatory and must be entered. An error message will be displayed if the information in the field has not been completed or is incorrectly formatted. Select Next to proceed or Previous to return to the previous screen. Figure Select the most appropriate Defect Descriptions from the Defect Level 1 and Defect Level 2 options. Note: It is possible to select more than one option if required. Carefully select the options that accurately describe the fault condition and assist the service centre to diagnose the unit. Select the most appropriate Condition from the options available. Select the relevant Trapped media boxes as required. Enter the customer complaint as reported in to the Defect Statement text box, (mandatory). Figure 4.3 Important - Please provide any additional information that will assist the service centre to diagnose the unit. Select Next to proceed or Previous to return to the previous screen. 11/11/2007 4

5 4.4. To proceed with the repair the Terms and Conditions of the Ford Direct Repair Program must be agreed by the Ford Dealer. Select - We accept the terms and conditions of the Direct Repair Program. If you do not accept, then the form will not be processed. Select Print these terms to display or print for more information. Figure 4.4 The Input Contact, delivery details & comments text box can be used to enter delivery instructions for UPS, e.g. name of person responsible for receiving units (not mandatory). Select Submit to send the repair request form to the service centre (select Previous to return to the previous screen, or select Sign out to abort the request and return to the home screen) Note - After approximately 30 minutes a copy of the Direct Repair Request Form will be automatically ed back to the dealer address shown in Figure 4.1 to acknowledge the request; see Figure 7.0. A Request ID number unique to the repair will be displayed above the Submit and Print Form buttons. Use this number to subsequently identify the repair in any communications to Sony when using Contact Us. Figure 4.5 The Print Form option will become available enabling a copy of the form to be printed. Select Sign out to return to the home screen. 5. Dealer Enquiries Function If the Dealer Enquiries function has been selected then the screen opposite will be displayed; see Figure 5.0. Important A period of 24 hours must elapse before information on a new repair request is available on the Dealer Enquiry database. Enter the required data in to one of the text fields and select OK to proceed or Cancel/Return home to return to the home screen. Figure /11/2007 5

6 5.1. Your current or past repair request information will displayed. The Repair Status, Delivery Mode, Delivery Tracking Number, and Shipping date will be shown. Select Close to return to the previous screen or Print to print a copy of the screen. Figure Contact Us Function If the Contact Us function has been selected then the screen opposite will be displayed; see Figure 6.0. Enter your address in the From Enter your dealer code in the Dealer Code field and then your message in the Message Figure 6.0 Typical Queries 1 Request status on an Advance Exchange unit order. Quote unique Request ID no. 2 Report technical or operating concerns with the web portal. 3 To suggest improvements to the operation of the web portal Figure 6.1 Select Send message or Cancel to return to the home screen. A message "The has been sent" will be displayed on the screen. Select Cancel/Return home to return to the home screen. The Contact Us function can be used for any repair program query, see Figure 6.1 for typical queries. 11/11/2007 6

7 7. Customer Damage /Liability In circumstances where you believe customer damage may be diagnosed after the unit has been sent to the Sony DRC, e.g. coins or other foreign objects inside the CD mechanism, you may want to request that the customer agrees to pay any repair costs if the unit is subsequently diagnosed as customer damage/liability by the DRC and a warranty claim can not be submitted. The acknowledgement Direct Repair Request Form ed back to the dealer includes a Customer Liability box Request that the customer signs the form to acknowledge that they will be responsible for dealer repair costs if the unit is diagnosed by Sony as customer damage or liability. See Figure 7.0. Figure 7.0 This form will be ed automatically from Sony after submitting a repair request. The web portal will automatically be directed to the Sony home screen after a 5 minute period if no activity is detected. 11/11/2007 7