| ONSITE / In-Home Service and Delivery *** Onsite Dispatch for all AR, AX, FE, FS models (Qualex handles all these models) - 13 months from Market Release date, 1 month grace period for On-site -Always dispatch D1 for OOW/Service Net warranty DON't Dispatch for physical damage/liquid (stick keys go to depot) -If 2 On-Site appointments do not resolve issue then depot unit Onsite Eligibility - verify that the model is eligible for the Onsite Service * Reference Library : Kana standalone * Repair field under Repair and Warranty section - Vaio Service Level Matrix * Updated periodically and distributed - Determine the name of the Onsite Service Provider * Use Reference Library or VAIO Service Level Matrix * Current Onsite / In-Home service providers: 1. DecisionOne (D1) 2. QualxServ (QXS) _______________________________________________________ Onsite Documentation - Inform Customer of Onsite Service option - if Onsite is refused, proceed with alternative service options - Create dispatch action for appropriate onsite provider 1. - Verify Customer and Model Information - Service Address of Unit - Contact Phone Numbers - Full UUI (Product Code + Serial Number) note: use the Customer Info and Unit Maintenance buttons to make changes Go into Unit Maintenance and update UUI and verify customers address and phone Number (Get Alternate Phone number) 1. First do Action (TYPE=Troubleshoot SUBTYPE=steps taken ,(do your troubleshooting notes then Troubleshooting Action can be completed, ) 2. Create new action: : TYPE=Repair/Service SUBTYPE=On Site SVC IT D1 or On Site SVC IT QualEx DETAIL=Dispatch - put in issue description (ex. smart fail//need hdd) STATUS is set to Requested and Assign to ZHOM (leave as requested) -assign both action and even to ZHOM Ending the Call: - Advise customer what to expect next: * tech will call within 48-72 hours depending on part availability * Service is completed within 3-5 business days * End Call ______________________________________________ MISC NOTES: - If user has Service Net then they need to call them to get claim # - a 4th attempt at On-site would be possible exchange - CPU will not be sent out - Bottom Housing of notebook will not be sent out - LCD issues /cracked screen-lines = depot -Repeat Repair Onsite Issues: TYPE=Repair SUBTYPE=Multirepair , Event Resolution =repeat repair onsite - Every new dispatch needs new event ID / repeat Actions are fine - When On-site tech calls us document call as follows: TYPE=Repair/Service SUBTYPE=Oniste-Qualex DETAIL=Administrative and set STATUS to completed - GETTING Proof of purchase TYPE=File Management SUBTYPE=POP Request and assign action to ZPOP then status to requested - Accidental damage warranty goes to Service Net Puerto Rico: - Only D1 services Puerto Rico regardless of model - Order parts using Account Number: PC D1 PR - In Puerto Rico, parts are shipped only to : DecisionOne 268 Ponce De Leon Ave Home Mortage Plaza Hata Rey, PR 00918 |