Dealer Warranty Portal

Transcription

1 Dealer Warranty Portal User Manual Version March 2016 Page 1

2 Dear Dealer, In keeping with Farmhand s policy of continuous improvement, we are proud to introduce our Dealer Warranty Claims Portal, which was released in March 2015 Farmhand has invested in this system to streamline the warranty process, allowing quicker submission, processing, and turnaround time of your claims. The aim is the make the process as simple and straightforward for all involved, removing tedious tasks associated with the old process. Claims can now be tracked by Stage, documents attached, claims submitted, reviewed, and basic credit note info reviewed, all with a few clicks of the mouse. As a valued service partner of Farmhand, we hope you see this as a step forward, of benefit to your administration, and agree that for this to be a success, there must be some rules to adhere to. Therefore, we ask the following; 1. All claims must be submitted within 30 days of breakdown, with as much detail as possible, (Descriptions, Pictures, agreements etc.). This is to ensure your claims are processed as quickly as possible, within the manufacturer s strict deadlines. Any claims submitted after this time will have deductions made. 2. Any claims which are deemed inadequate, will be switched back to Draft awaiting further info from you, and will not be processed until resubmitted. 3. Warranty Returns, should always have a warranty tag attached them (can be obtained from your area service rep) so that they are handled correctly when they arrive to Farmhand. Only parts which are requested are to be returned..! 4. All correspondence regarding claims must be accompanied by the relevant claim number. Enquiries to warranty@farmhand.ie 5. The Manufacturer s decision is final, which is why it is important to have all relevant info correct at time of submission. Falsified claims will immediately be disregarded, and any re-submission ignored. **VERY IMPORTANT: Please always check if there are any draft jobs assigned to you by Farmhand, before submitting a new claim** Your assistance with the above is very much appreciated, and we hope you agree that this is big step in the right direction, and helps to improve both ours, and your service to your customers. Regards TJ Doyle Service Dept Manager Page 2

3 Login page Portal web address: **Please save this link to your favourites or bookmark this website** Soon you will find a copy of this link on the Farmhand website in the service & warranty tab Username and Passwords have been issued to all dealers by Farmhand. If you are a new user or require a copy of your login details please call Emma/TJ at or warranty@farmhand.ie if you re having trouble logging in. It is advisable to use Firefox / chrome as your Internet browser, Internet Explorer is not compatible with the portal. Page 3

4 Draft Cases The first page presented after Login is the Draft Warranty Cases page. Here, you will find any partially entered cases, which you have not yet submitted to Farmhand. Click on the Case No. to view it. Important!! You may also find cases here that have been assigned to you by Farmhand, such as Jobs which FH service staff were involved in by phone or , or in the field. That person will have given you the case number as a reference. Modification campaigns you will have been sent info regarding. In these cases, the claims will be partially filled out for you, and you will just need to complete them by entering any labour/parts/additional notes and submit. For this reason, you should always check and complete any claims here first, before submitting a fresh, new claim. Page 4

5 Home Page Self explanatory, navigation to various other areas of the portal can be achieved from here. Reach here by clicking Home (1) at any stage. Click on New Warranty Case (2) to do just that, By clicking Search All Warranty Cases (3) you can search by Serial number, customer or case number to find related cases. (See below) Search Page Click on this arrow to open the search field. Search by Serial Number, Case Number, customer etc Page 5

6 Starting a New Warranty Case 1 2 (1) Start a new claim by entering serial number, as accurately as possible. (If for any reason the serial number is not recognised you will need to contact Farmhand) (2) Select from the machines listed, then click on it to proceed. For implement claims: As implements do not have individual serial numbers (only per batch) please enter the serial number of the end users Loader in order to submit a claim for your implement, if you do not have this information to hand please ask your area service rep to start a claim for you internally without a serial number (for implement claims only) Page 6

7 Step 1. Check details of customer and machine, and either edit with change end user or update end user enter the date sold to end user, then press T.J Doyle Sample address 1 Sample address 2 Sample address 3 Co Carlow 086XXXXXXX Last movement on is the date that Farmhand sold machine to the dealer Page 7

8 Step Step 2 continued (This step builds breakdown info required by the manufacturers, based on the type of machine. This info is used to build statistics to highlight problem areas on machines, and aid in product development) Click on Edit and use the drop down menus to explain; 1. The area of damage, 2. The type of damage, 3. The main part around which the problem occurred. 4. The type of repair carried out on that part 5. The machine counters (based on the machine type) All required areas on this step must be completed before saving and proceeding to the next step. After saving here, the case is saved as a draft, you can either proceed, or come back to it at a later stage. Page 8

9 Step 3. New fields in red above, since March Similar to the old warranty form, Complaint Cause Fix Page 9 1 Describe the customer s initial complaint. Explain root cause of the problem What action was taken to fix the problem? Additional Notes (optional) Click on Create Note as shown above (1) For extra info, e.g., extra labour required because this is a notes system between Farmhand and the dealer to correspond re: parts returned etc. (please note Farmhand/dealer do not receive notification of this without the person sending an to view the additional notes)

10 Important!! If extra info is required by after a case has been submitted, we will change the case back to a draft, and type the question in additional notes, where you can also respond, and resubmit. Step 4. 1 Click Add Line (1) 1 Choose Line Type (2) Part, Labour or Other Enter part number & quantity, Click Validate (3) Choose the invoice associated with the claim from the list shown (4) Click Add to add that part & quantity to your claim. (5) If no invoices are shown after clicking Validate then the part number may be incorrect, already claimed or you have not purchased the part from Farmhand please contact Farmhand if you have any issues. 2 3 For non-original, or unusual parts etc, please choose Other under Line Type, and describe the item, and pricing. If carriage is to be claimed, do so as Other & please specify Farmhand Invoice number in Description 4 5 Page 10

11 Step Click Browse (1) to add pictures, agreements etc to the warranty case. To delete the attached file, simply click once on it. (2) Click Submit (3) when you are sure all info is correct, and wish to submit. Note; it is not possible to edit a case once submitted, if you realise you have made a mistake or forgot to add a line item please contact Farmhand ASAP to change it back to a draft, before it gets claimed. Credit Note info Credit note number and amount can be seen by clicking on the submitted case, and scrolling to the bottom of the review. Page 11

12 Notes Page 12