ASC Portal Instructions

Transcription

1 ASC Portal Instructions Registering Your ASC into the ASC Portal Viewing Home Page Options Warranty Claims Submitting a Warranty Claim page 3 Viewing Claim History page 10 My Account View Profile Change Password Manage Technician Accounts - page 11 Customers Product Information page 14 Search by Model Number Parts Breakdown CD (01/01/2013) View Parts List Product Recall Labor Chart Service Parts Price List Battery and Charger Warranty Policy Change Genuine Battery Statement Battery Recycling Past Notices User Guide Technician User Guide - page 23 1

2 Registering Your ASC 1) Go to 2) Click on Register Your A.S.C. 3) Fill out all of your A.S.C. information and click on Submit Request. If you have more than one account, use your invoicing account number. NOTE: Data entered (i.e., zip code) must be as we have on file for your A.S.C. 4) Once you submit the request, our warranty specialists are notified and will activate your account upon approval. Once your account is approved, you will receive an notifying you that you now have ASC Portal access. 2

3 Submitting a Warranty Claim 1) When you are ready to enter claims, access the Portal: 2) Left click All Access User, enter your account number and password, left click Access Account Note: Should you forget your password, please call , ext 2236, one of our Call Center Reps can give you your password. Home Page Account Name 3

4 3) Warranty Claims: Submit a New Claim 4) Your ASC account information will be automatically filled on the claim screen. Your ASC name will appear in the top right of the screen. It is recommended that you use your own custom claim number, which you type in here. ACCOUNT NAME If the claim number field is left blank, the system will generate a claim number (not recommended). 5) Insert customer information. Customer information is stored to auto fill this section in the future. If you have submitted a claim for this customer in the past, begin typing their name, or select their name from the drop down list. *required fields 4

5 6) Fill in all of the tool detail fields. Type: The correct tool type must show in order for appropriate labor rate to apply: Electric*, Pneumatic or Outdoor Power Equipment. Note: *Electric includes corded and cordless. Model #: If the model number is not included in the drop down list, select Model not listed, type in the tool model #, then click Validate Model. Serial #: If the tool s Serial # is not readable, NA is acceptable MFG Date and Purchased Date: YOU MUST HAVE EITHER THE DATE ON THE NAME PLATE OR HAVE A COPY OF THE CUSTOMER RECEIPT IN ORDER FOR THE WARRANTY TO BE VALID. See Makita Limited Warranty on Pages 4, 5 and 6 of "General Information for Makita ASCs." Click next to enter part numbers. 7) Enter the part number(s) that were replaced. Enter quantity and click Add to Claim. When all parts are entered click Next. Verify your part numbers, then click next. Note: you can remove any part entered by clicking the red x. 5

6 ENTERING CLAIMS FOR BATTERIES: Model #: Select Model Not Listed in the drop down list. Under TOOL WARRANTY CHARGES, insert the battery model number, then click Validate Model MFG Date: There are 2 possible date codes on the Makita batteries. 5 digit code (18v Lithium Ion, Ni-MH and Ni-Cd (see below picture on left) - MM2YYFC* (Month Month, Dummy number, Year Year) For example, on the 18v lithium battery read as follows: 09 = September, 2 = dummy number (means nothing), 08 = 2008 *The letters at the end of the five digit date code have no bearing on the date code 6 digit code (18v Lithium Ion) (see below picture on right) - YY2MDDQW* (Year Year, Dummy number, Month**, Day Day) For example, P on the 18v lithium battery read as follows: 10 = 2010, 2 = dummy number (means nothing), 7 = July, 24 = day of the month. *The letters at the end of the six digit date code have no bearing on the date code ** If you see an X, Y, or Z designation for the month, this represents October, November, and December respectively. 6

7 Sample battery date codes: Sample Charger date codes: 7

8 8) Insert shipping information (shipping is reimbursed only if the repaired tool was shipped back to the customer.) You must enter a valid tracking number before you are able to insert Carrier, Weight and Charges for a claim. Note: If shipping other than UPS, leave Select showing in the drop down field, type in tracking # of the shipper you are using. When Claim Summary page opens, Carrier will show as NA. 9) Insert the labor/time from the Makita Labor Chart that is estimated for this tool repair. Labor/Time drop down Note: For repairs of Outdoor Power Equipment : enter the published shop labor rate into the Rate/hr field. We must have received notification of your published shop labor rate by or by regular mail on your letterhead in file in order to honor this OPE rate. Choose the Labor/Time according to the Makita Labor Chart: 8

9 10) Fill out any additional information for the claim that will help in the review process and click Next. 11) You will then be given a complete summary of the claim to review. Review the data entered. If you need to make any changes use the Edit Claim button to go back to the needed section to make any changes. Note: If the system times out or you log out at this point, the information for this claim is lost and you will have to re-enter the data. Once the claim is complete click Submit Claim. 9

10 Viewing Claim History 1) Go to to open the ASC Portal 2) Login with your account information and click Access Account 3) Once logged in, go to Warranty Claims, then click on View Claim History 4) You will see a listing of all claims entered for your account. Account Name any of the columns can be sorted left click on the column heading NoFilter will open the listing with ALL of your claims showing Further filtering can be done, by entering more of your claim number. Contains allows input of only a portion of the claim number. This will bring up all claim numbers that include the data you placed in this field. EqualTo When the exact claim number is known and entered. NotEqualTo will bring up all claim numbers not equal to the data placed into this field. 5) Double click on the row for the claim you would like to view. You will then see a claim summary and if your claim has been processed an estimated* return for this claim. *Note: The contact for your company will receive an ASC Warranty Claim Report which will itemize** the recently approved claim credits that will be posted to the account. **(parts, labor and total amount approved) 10

11 My Account 1) Click on View Profile to review your ASC profile or update information. 2) Click on Change Password to change your password at any time. 3) Manage Technician Accounts Here is where you can give your technician(s) Portal access, them access to product information, Labor Rate Chart, Service Parts Price List, etc. Note: They will not have access to customer information and warranty information. Account Name Clicking Add Technician will open the fields to enter the technician information. Type in the information as requested. For security reasons, we strongly suggest that you do not give the tech(s) your same password or give all technicians the same User Name or Password. When all information is entered, click Insert. Note that the program allows you to cancel the entry should you change your mind. It will also allow you to delete a technician after they are in the system. ACCOUNT NAME 11

12 Sample screen of Technician Accounts list. Should you need to change (or delete) a technician s information, click the option. test entries Allows the primary user to delete or edit a tech user. Once the technician is entered into the Portal, he/she will now have access to the ASC Portal: To access: They are to left click Technician, the next screen will ask for the account Number, their User Name and their Password (as assigned) 12

13 The following menu items are available to them: See Technician User Guide beginning on page 23 for further explanation of these menu items. Customers 1) Click View Customers to review the customer database for your account. 2) You can edit or delete customer information from this database. Account Name 13

14 Product Information 1) Click Search By Model Number to look up product information. As you begin to enter the model # in the Search By Model Number field, the menu of model numbers beginning with your entry will drop down You can download the parts breakdown, owner s manual, or other available product information. If you are unable to locate a breakdown or have any questions about the information available here, please contact the National Call Center at ) For older models (2013 and earlier), download the Parts breakdown CD (Makita Service Information). It will take approximately 30 to 40 minutes to download. Or you can contact the National Call Center at with any questions you may have. 14

15 3) View Parts List. This option will allow you to view the parts list using various filters. It will also allow you to Export Filtered Result to Excel in a spreadsheet format (example to follow). Preparing your search: Your account name Account will show Name here Part Number filtering choices: NoFilter -- will open the listing with ALL Part numbers showing Further filtering can be done with Part Name, List Price, Discontinued or Alternate. Contains allows input of only a portion of the part number. This will will bring up all part numbers that include the data you placed in this field. EqualTo When the exact part number is known. NotEqualTo -- will bring up all part numbers not equal to the data placed into this field. By default, only the active part numbers will show. If you would like both the active and discontinued part numbers to show, drop down the Discontinued column to no filter Example: Bring up all part numbers for carbon brushes: Using CB to filter part numbers will bring up all part numbers where CB is part of the number. You could then filter further by typing CARBON BRUSH in the Part Name field where CARBON BRUSH is contained in the part description. Change Discontinued column to NoFilter to bring up all part numbers (active and discontinued). Then Export Filtered Result to Excel 15

16 Your account name will show here. The final result: An excel spreadsheet, similar to the one below will be created and ready for download. Part numbers that are discontinued show with an asterisk in the Discontinued column with the replacement part number, if applicable, showing in the Alternate column. 16

17 HOME PAGE Other Labor Chart The most current Labor Chart can be downloaded through the ASC portal. 17

18 Service Parts Price List A link is provided to our website, to the Complete Parts MSRP List. This list is typically updated at the beginning of the month. It can be opened for immediate viewing and/or saved to your PC for viewing at another time. At the bottom of this screen, download the most current MSRP Parts List. 18

19 Battery and Charger Warranty Policy Change 19

20 Genuine Battery Statement 20

21 Battery Recycling 21

22 Past Notices Account Name 22

23 ASC Portal Instructions Technician User Guide Accessing the ASC Portal Product Information Search by Model Number Parts Breakdown CD View Parts List Product Recalls Labor Chart Service Parts Price List Battery and Charger Warranty Policy Labor Chart Battery Date Codes Charger Date Codes Past Notices 23

24 Technician User Guide 1) Access the ASC Portal: 2) Left click Technician, enter the account number, their user name, and their assigned password*, left click Access Account *assigned by the ASC Home Page: Account Name 24

25 Product Information: There are several ways to locate a parts breakdown: 1) Search By Model Number (entering just the first two or three letters/numbers of the model # will bring up a drop down menu of all models beginning with those letters/numbers you entered.) Click to download the model breakdown you need. Search results bring up the documents pertaining to your model search. Click to open/download the information you need. You can download the parts breakdown, owner s manual, or other available product information. If you are unable to locate a breakdown or have any questions about the information available here, please contact the National Call Center at ) Parts breakdown CD: For older models, download the MSI (Makita Service Information latest version ). Follow the instructions as the MSI opens/saves. Once downloaded to your PC, the MSI allows you to view a number of our older model breakdowns) The download will take approximately 30 to 40 minutes. Note: Makita models newer than will not show on this MSI. Contact the National Call Center at with any questions. 25

26 Sample breakdown: 4) View Parts List: Filtering will narrow the search results to a more manageable list. Keep in mind that the longer the list, the longer it will take to export the list to an Excel spreadsheet. Each aspect of the part you are searching can be filtered to a point of having the least number of choices in the result. Note: only a filtered result will export to Excel. By default, only the active part numbers will show. If you would like to see active and discontinued part numbers, drop down the filter for the Discontinued column choosing no filter. The result will be all parts according to the filters you set, an x in the box under the Discontinued column will further indicate that the part has been discontinued. NoFilter -- will open the listing with ALL Part numbers showing Further filtering can be done with Part Name, List Price, Discontinued or Alternate. Contains allows you to input only a portion of the part number. This will bring up all part numbers that include the data you place in this field. EqualTo the exact part number placed in this field. NotEqualTo -- will bring up all part numbers not equal to the data entered into this field. 26

27 Example: Bring up all part numbers for carbon brushes: Using CB to filter part numbers will bring up all part numbers where CB is part of the number. You could filter further by typing CARBON BRUSH in the Part Name field where CARBON BRUSH is contained in the part description. Change Discontinued column to NoFilter to bring up all part numbers (active and discontinued). Then Export Filtered Result to Excel to download the results to your PC, to then be opened in spreadsheet format. 27

28 The final result: An Excel spreadsheet, similar to the one below will be created and ready for download. Part numbers that are discontinued show with an asterisk in the Discontinued column with the replacement part number showing in the Alternate column. Product Recalls Clicking on the model will open the recall notification on that particular model. 28

29 Labor Rate Chart 29

30 Service Parts Price List A link is provided to our website, to the Complete Parts MSRP List. This list is typically updated at the beginning of the month. It can be opened for immediate viewing and/or saved to your hard drive for viewing at another time. At the bottom of this screen, download the most current MSRP Parts List. 30

31 Battery and Charger Warranty Policy Genuine Battery Statement 31

32 Battery Recycling 32

33 Reading Battery Date Codes There are 2 possible date codes on the Makita batteries. 5 digit code (18v Lithium Ion, Ni-MH and Ni-Cd (see below picture on left) - MM2YYFC* (Month Month, Dummy number, Year Year) For example, on the 18v lithium battery read as follows: 09 = September, 2 = dummy number (means nothing), 08 = 2008 *The letters at the end of the five digit date code have no bearing on the date code 6 digit code (18v Lithium Ion) (see below picture on right) - YY2MDDQW* (Year Year, Dummy number, Month**, Day Day) For example, P on the 18v lithium battery read as follows: 10 = 2010, 2 = dummy number (means nothing), 7 = July, 24 = day of the month. *The letters at the end of the six digit date code have no bearing on the date code ** If you see an X, Y, or Z designation for the month, this represents October, November, and December respectively. 33

34 Reading Charger Date Codes: 34

35 Past Notices Account Name 35