Warranty Claims - User Guide Vers: 1.0-UK. Panasonic UK Warranty Claims User Guide. 25 May 2012 Warranty Claims User Guide 1 of 16

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1 Panasonic UK Warranty Claims User Guide 25 May 2012 Warranty Claims User Guide 1 of 16

2 Table of Contents Guide to making a successful claim Accessing On Line Warranty Claims... 4 Building a Warranty Claim... 5 Claim Header... 6 Model Details Client/Vendor Details Workshop Details... 8 Adding IRIS Codes/Parts... 9 Adding Parts... 9 Adding Notes Claim Validating and Submitting Claim Progress Rejected Claims IRIS codes explained FAQs Useful Information Panasonic recommends that you read the whole of this manual before using the Warranty Claims process. The screen shots for this document were collected from a machine running Microsoft Windows 7 and Internet Explorer 8 and may differ slightly in appearance from what may be displayed on your system; the content however should be similar. The data shown on the screenshots is for example purposes only and does not represent actual data in Panasonic s system. 25 May 2012 Warranty Claims User Guide 2 of 16

3 Guide to making a successful claim. Warranty claims should only be made when a mechanical or electrical fault has occurred under the terms of the guarantee. Any defect must have been repaired to the customer s satisfaction. Claims cannot be made for installations, minor adjustments, setting-up, tuning or advising the customer how a particular feature works or for correcting wrongly installed leads or where no fault was found. Warranty claims cannot be made for missing accessories. If accessories are missing from a freshly un-boxed new product, please contact the Spares Order Line via (eu.centralsalessupport.spareswest@eu.panasonic.com) and you will be advised of the correct procedure. You cannot claim for accessories that have been mislaid from a display product. Warranty claims should be submitted within 14 days of completing the repair. If you claim for parts then you must provide full and correct parts details, including the actual part number supplied and used in the repair (particularly where a substitute part has been supplied) and the invoice number that the part was purchased on (not the packing list number). There are times when our Customer or Technical Support departments will authorise the submission of a claim for a repair outside the usual terms of the warranty. In such instances, they will issue an authorisation number. This number must be entered in the Extended Warranty Number Field shown on the Claim. Again, please ensure that the claim type agrees with what has been authorised. Do not claim for field service unless you are entitled to. There is a field service rate which applies to some authorised repair agents on some product categories. Only claim for field service if you have attended the customer s premises, not if the product was brought into your workshop either by the customer direct or by a courier arranged by the Panasonic Customer Communication Centre. When claiming for repairs to an audio system, please use the audio system model number (usually pre-fixed SC-) rather than the model number of the individual component within the system. When a claim is received, the end user will often be included in an ongoing survey to ensure customer satisfaction with the after sales service that has been provided. It is expected that all service dealers will cover their warranty repairs for a period of 90 days for a recurrence of the same fault. Therefore any duplicate claims during this period for the same fault details will be rejected unless previously authorised by Panasonic. If a new fault occurs within the 90 day period, the parts will be paid but the labour content of the claim will be at the discretion of Panasonic. A duplicate claim outside the 90 day period may be questioned but in most cases will be paid in full. It should be noted that Panasonic do not offer a warranty on replacement spare parts and therefore any claim for a replacement part (i.e. a repeat failure of the same part) will be also at the discretion of Panasonic. 25 May 2012 Warranty Claims User Guide 3 of 16

4 Accessing On Line Warranty Claims From the Pana-Net home page menu. Click the Repairs option. This will display the (new) Warranty Claims menu page: 25 May 2012 Warranty Claims User Guide 4 of 16

Building a Warranty Claim Click on New and you will be shown this screen. Leave the Warranty Status as Warranty Repair (otherwise you may not be paid for this job).

Type the model number of the unit (or the leading 3+ characters of it, remember the hyphen [-]) into the entry box and click Search. The pop-up form should show you models you can choose.

If the model is still not in the list try searching with less of the model number and ensure you are using the correct format e.g. TH-******, SC-******.

Please contact pananet.support@panasonic.co.uk if you still require the model to be set up.

5 Building a Warranty Claim Click on New and you will be shown this screen. Leave the Warranty Status as Warranty Repair (otherwise you may not be paid for this job). Click Select to select the model number. The following screen, will pop-up. Type the model number of the unit (or the leading 3+ characters of it, remember the hyphen [-]) into the entry box and click Search. The pop-up form should show you models you can choose. If the model you require does not display, try removing the hyphen [ ] and run the search again. If the model is still not in the list try searching with less of the model number and ensure you are using the correct format e.g. TH-******, SC-******. If it still does not display, it is possible that the model number is considered to be either a NON UK model or a model that is not available to you for warranty claims. Please contact pananet.support@panasonic.co.uk if you still require the model to be set up. If there are more models in the selection than can be displayed in 1 panel click on Next >> and << Previous to navigate the list. When you have found the model you need, click on your desired model and the following screen will be displayed. Please ensure you select the correct model for your country this is usually determined by the suffix. Enter the unit s Serial Number and click Createticket. Validation of the Serial Number will take place. If the claim is valid, click Continue and the following screen will be displayed. 25 May 2012 Warranty Claims User Guide 5 of 16

(It is good policy to regularly Save and re-edit the claim so in case of connection failure, you do not lose all your work). From here fill in the fields on the screen as follows. Claim Header.

6 (It is good policy to regularly Save and re-edit the claim so in case of connection failure, you do not lose all your work). From here fill in the fields on the screen as follows. Claim Header. Warranty Status, leave as Warranty Repair (otherwise you may not be paid for this job). Service Centre Repair Reference, each claim must have a unique reference (limited to 15 characters), this should be your worksheet number or some other way of uniquely identifying the claim. Received Date, enter the date the Unit was received into your Service Operation, or the date of the Call-out. NB: For all dates entered please enter one of these formats: dd.mm.yy, dd/mm/yy or ddmm-yy otherwise the date may not be recognised and will not be saved into the claim. Model Details. You can change the Serial Number if required. Sales Type, you can select: Client Sale - Unit sold to end customer. (The usual selection). Pre-Sales - Unit still showroom / warehouse stock. Fault Description, enter a text version of the reported fault. Condition, select the IRIS condition code from the dropdown list. Symptom, select the correct IRIS symptom code using the following 3 dropdown lists, these will zoom in on the correct symptom code as you go through the dropdown lists. 25 May 2012 Warranty Claims User Guide 6 of 16

Guarantee Code, select the guarantee code from the dropdown list the most common options are: A Normal guarantee (EU) Standard Warranty in local or EU guarantee.

7 Guarantee Code, select the guarantee code from the dropdown list the most common options are: A Normal guarantee (EU) Standard Warranty in local or EU guarantee. B International guarantee (worldwide) C Goodwill D Extended guarantee M Parts guarantee only Used for models purchased overseas (specifically outside the EU) that have a worldwide warranty card. Usually used for repairs outside the terms of the standard warranty and only if it has been previously authorised by Panasonic. Only used for those models where an extended warranty applies. e.g. Plasma/LCD TVs. Used for a parts only claim where there is no labour element to the claim, this can be used if you need to invoice the labour separately due to your company not being VAT registered. Extended Warranty Number, if the Guarantee Code is: Extended guarantee, enter the Extended Guarantee Number here. Goodwill, enter the supplied Panasonic authorisation code here. Refurbishment, enter the Panasonic internal Job Reference here. Purchase Date, if the unit belongs to an end customer put the date the customer purchased the unit from the selling dealer (you should see evidence of this i.e. a purchase receipt). If the unit is a stock/warehouse item then this is the date you purchased the unit from Panasonic. Purchase Price, (optional) the price paid for the unit select the currency from the dropdown list following. Client/Vendor Details. Client Details, address information for the owner of the unit. Vendor Details, address information regarding the seller of the unit. If the address you are using is a regular client or vendor you can ADD TO ADDRESS BOOK and in later claims, BROWSE ADDRESS BOOK for an appropriate address as shown below. 25 May 2012 Warranty Claims User Guide 7 of 16

8 If there are more addresses in the lookup than can be displayed in 1 panel click on Next >> and << Previous to navigate the list. When you have found the address you need, click on it to load it into your claim. NB: UK Data Protection Act: Individual Customer details are used for internal processing only and will not be passed onto third parties; however, as part of our customer care policy, we may contact them for their comments (in the form of a questionnaire) on the level of service provided during the repair of the product that is being claimed for. Please advise your customer of this point. If the unit belongs to a customer or is an overseas purchase, the customer address detail is required. If you are not the selling dealer then the details of the original selling dealer are also required. Workshop Details. Repair Start Date, the date you started work on the unit. Repair Completed Date, the date the unit was completed and ready for the customer. Repair Description, enter a simple text version of the repair. Activity, select the activity code from the dropdown list, some options are: A = Adjustment Only B = Module/Block Repair R = Repair Technician, (optional) engineer who completed the repair. Location, select the location code from the dropdown list. This shows where the repair took place, these codes may be limited depending on the type of unit being repaired. Stock Indicator, select the stock indicator code from the dropdown list. This shows the ownership of the unit being repaired. New IMEI/2 nd Serial Number, optional. Claims Costs: Post & Packing Qty, if you wish to claim back for the Postage and Packing for parts ordered, you must enter this as a quantity. For more than one P&P just increase the number. Post and packing is accumulated over a period of one month and can be claimed for retrospectively. So any claims submitted in May for P&P, the P&P will come out of any P&P accumulated in April. 25 May 2012 Warranty Claims User Guide 8 of 16

When you have completed filling in the claim header page click Save. Adding IRIS Codes/Parts. In an open saved claim click the Parts/Defects tab then click New the following screen will be displayed.

9 When you have completed filling in the claim header page click Save. Adding IRIS Codes/Parts. In an open saved claim click the Parts/Defects tab then click New the following screen will be displayed. You can change the original Condition and Symptom codes entered in the Model Details area. Section, select the correct IRIS section code from the area and code dropdown lists. The area code will zoom in on the correct section codes to select. Defect, select the correct IRIS defect code from the area and code dropdown lists. The area code will zoom in on the correct defect codes to select. Repair, select the correct IRIS repair code from the dropdown list. Position, (optional) this field is used for the circuit reference (if known) of the component being claimed for (e.g. IC101 being the circuit reference on a PCB for an integrated circuit). PCB, (optional) this field is used for the description of the Printed Circuit Board. If claiming for the board itself or a component on the board e.g. Mother Board / Power Board. If the claim is for labour only and there are no parts to be added click Save and exit this screen. Adding Parts To add parts to this claim click Select next to the Part No. label, the following screen will pop up. 25 May 2012 Warranty Claims User Guide 9 of 16

Type the part number used into the entry box and click Search. The pop-up form should show you parts you can choose.

If there are more parts in the selection than can be displayed in 1 panel click on Next >> and << Previous to navigate the list.

Invoice Number, if this is not the correct one you can select from the available invoices using the dropdown list.

10 Type the part number used into the entry box and click Search. The pop-up form should show you parts you can choose. It will only show parts you have bought and not claimed in the period you have been allocated. If there are more parts in the selection than can be displayed in 1 panel click on Next >> and << Previous to navigate the list. When you have found the part you need, click on your desired part and the following screen will be displayed. Invoice Number, if this is not the correct one you can select from the available invoices using the dropdown list. Quantity, you can also change this using the dropdown list. When you have completed filling in the IRIS/Parts page click Save. To add further IRIS/Parts records just repeat the above. 25 May 2012 Warranty Claims User Guide 10 of 16

11 Adding Notes. In an open saved claim click the Notes tab then click New the following screen will be displayed. Leave the Note Type as Claim Memo. Claim Memo. Type, select an option using the dropdown list, Miscellaneous would be the normal selection here, although others such as Customer Address could be used. Note text, type into the information you want, leave the notes short and concise. When you have completed filling in the claim note page click Save. To add further note records just repeat the above. 25 May 2012 Warranty Claims User Guide 11 of 16

Claim Validating and Submitting. In an open saved claim click Validateclaim and the claim will be validated any error will be displayed at the top of the claim as in this example.

However, if the error is in the Model Number or the Handling type, it can not be corrected you need to delete the claim and start again.

12 Claim Validating and Submitting. In an open saved claim click Validateclaim and the claim will be validated any error will be displayed at the top of the claim as in this example. To correct any errors click Edit and go back into the appropriate section of the claim and alter/add the correct details. However, if the error is in the Model Number or the Handling type, it can not be corrected you need to delete the claim and start again. A correct claim will show: Claim Validation OK You can now send your claim by clicking on Submitclaim this will show the following screen. Note the Notification Number is the reference you should quote to Panasonic when chasing claims. Clicking the Repairs tab will take you back to the (new) Warranty Claims menu page. 25 May 2012 Warranty Claims User Guide 12 of 16

Claim Progress The progress of any claim can be followed by using the search facility. Type your required search criteria in the fields at the top of the screen and click Search/Refresh.

13 Claim Progress The progress of any claim can be followed by using the search facility. Type your required search criteria in the fields at the top of the screen and click Search/Refresh. The screen will be redisplayed showing a list based upon the selected search criteria. In this example, the claim has been rejected. This is indicated by the Claim Status, the reject reasons are shown under the Claims tab for that claim. To return to your original list clear all the selections made and click Search/Refresh the screen should then redisplay showing your un-filtered list. To view an individual claim click on the Repair Ticket Number of the claim you wish to display, the following screen will be shown. NB: The Repair tab can show several ORANGE Buttons. Clicking CLOSE will set the local status to Closed and the claim will not appear on the default search. Clicking CANCEL will set the local status to Cancelled and the claim will not appear on the default search. Clicking OPEN on a previously Closed claim will reset the local status to Open and the claim will appear on the default search. 25 May 2012 Warranty Claims User Guide 13 of 16

Do this by opening the claim by clicking the appropriate Repair Ticket number on the Repairs tab and when the claim is displayed in the Repair tab click Edit.

14 Rejected Claims Here are the Claims details on a rejected claim. The error on this claim was: SEE COMMENT IN TEXT (INTERNAL) This means you need to contact Panasonic regarding this error. If a claim has been rejected it can be amended. Do this by opening the claim by clicking the appropriate Repair Ticket number on the Repairs tab and when the claim is displayed in the Repair tab click Edit. Any reject errors can now be rectified and the claim Saved (click Save), Validated (click Validateclaim) and Submitted (click Submitclaim). The following screen will be shown to show that the claim has been resubmitted. The only part of the claim you cannot change is the Model Number. 25 May 2012 Warranty Claims User Guide 14 of 16

15 IRIS codes explained IRIS (International Repair Information System) is an industry standard four digit coding system used to accurately identify a fault and the conditions under which it occurred as described by the customer/engineer. The Condition/Symptom combination will codify the reported problem with the unit. A typical Condition/Symptom combination might break down as follows: A Code of 2111 = Condition 2 Intermittently Symptom 1 1 General Symptom 2 1 No Action Symptom 3 1 No Power This translates as intermittently there is a power problem and the unit does not work. Accurate and complete data is vital for manufacturers. It helps identify quality issues and improve development of future products The Section, Defect and Repair codes are selected using dropdown lists. These are codes that tell us what and where you, as the repairer, found wrong with the unit and are in addition to the reported fault. The selection of section and defect are further limited by the area in which they occur. Section = the area of the unit that the fault was in. Defect = the exact fault found in this area. Repair = the action taken to repair the fault. A typical Section/Defect/Repair combination might break down as follows: Section PSU In the Power supply of the Unit Defect A1 Misoperating Repair A Replacement For further details in IRIS coding visit the Digital Europe website at: 25 May 2012 Warranty Claims User Guide 15 of 16

16 FAQs Q: I am not able to Log-on to Pana-Net. A: Confirm that you are using the correct account number, user name and password and that you have an open internet connection, if you have continuing problems contact the Pana-Net Support Team (pananet.support@panasonic.co.uk). Q: The model I require to claim against is not in the model drop down list. A: If the model you require does not display, try adding/removing the hyphen [ ] and run the search again. If the model is still not in the list try searching with less of the model number and ensure you are using the correct format e.g. TH-******, SC- ******. If it still does not display, it is possible that the model number is considered to be either a NON UK model or a model that is not available to you for warranty claims. Please contact pananet.support@panasonic.co.uk if you still require the model to be set up. Q: The claim requires an Authorisation number! Where do I get this from? A: Authorisation numbers are provided by either our Customer Contact Centre or our Technical Support Team (av.technical@panasonic.co.uk) in response to special circumstances where extra support is considered necessary. You will need to follow your pre-defined escalation procedures to resolve any issues with this. Q: The claim requires an Extended Warranty number! Where do I get this from? A: Not all products have the option of an extended warranty in general it applies to Plasma/LCD TVs / Bluray recorders etc. The number we require is the warranty number on the extended warranty card, you should see this documentation before progressing the repair. Q: The part number is not shown in the drop down box in the spares search field. A: As with the model number if the part is not listed and you have confirmed the part number against the invoice it was supplied on, then please refer to the service manual for the product or contact our Spare Parts Department (eu.centralsalessupport.spareswest@eu.panasonic.com) for confirmation that you have the correct parts details. It is possible that the part number is flagged as NOT claimable and therefore you will require an authorisation number. Q: I do not understand why my claim has been rejected. A: For further details contact operations.group@panasonic.co.uk quoting your account number and the claim number. 25 May 2012 Warranty Claims User Guide 16 of 16

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