Service Bench Re-launch Dealer Training Webinar Module #1 Warranty Preparedness, Claiming May 1 st, May 7 th, May 9 th, May 11 th, May 21 st

Transcription

1 Service Bench Re-launch Dealer Training Webinar Module #1 Warranty Preparedness, Claiming May 1 st, May 7 th, May 9 th, May 11 th, May 21 st Company Private

2 AGENDA Interpreting the Warranty Card Understanding the OEW Dealer program Guide Best Practices Entitlement Product History Claim form review DOA Program Claiming examples Standard claim Service part Accessory / Unit Exchange Bulletin Wrap up / Questions 2

3 INTERPRETING THE WARRANTY CARD Note registration, owner status, series tier, and application impact the warranty coverage 3

4 INTERPRETING THE WARRANTY CARD Additional Details Regarding Date of installation Transferability Maintenance and care Internet purchases FAP / company designated Labor outside of DOA Other 4

5 UNDERSTANDING THE OEW PROGRAM GUIDE 5

6 UNDERSTANDING THE OEW PROGRAM GUIDE 6

7 UNDERSTANDING THE OEW PROGRAM GUIDE 7

8 DOWNLOADING INSTRUCTIONS Warranty Cards 8

9 DOWNLOADING INSTRUCTIONS Optional Extended Warranty Dealer Program Guide 9

10 BEST PRACTICES 1. Organize claim information prior to entry Secure all entry data for all required fields 2. Register all equipment In addition to providing additional warranty coverage for your customers the registration will serve as the mechanism that will auto populate 35% of the fields on the claim form 3. Use entitlement screen to start your claiming process In addition to confirming standard warranty coverage, information on homeowner registration, installation date and optional warranty coverage (if applicable) is accessible. 10

11 BEST PRACTICES 4. At this time claims for commercial products are still being processed in SAMS 5. Utilize Product History to confirm claim activity associated with a model / serial number 6. Use the magnifying glass search tool to confirm model and part numbers 7. Submit warranty claims within days of repair date 8. Use Factory Authorized Parts for in warranty repairs 9. Warranty repairs (both parts and labor) for the same piece of equipment should be submitted via a single claim unless directed by Carrier otherwise 11

12 BEST PRACTICES 10.Provide a complete description of service performed in space provided Poor example - broke, fixed it Better example Prop fan out of balance, hub seized to motor shaft 11.Unit exchanges are allowed per policy for CBP branded accessories, furnace coils and certain DOA compressor failures. All other instances must be pre-approved by Carrier through your Distributor Service Manager 12.When submitting an optional labor claim the dealer s cost is required for all parts, accessories and furnace coils 12

13 BEST PRACTICES 13.Include all serialized accessories when registering the sale of all optional contracts in the system 14.Unless the repair is for a unit that has failed within the DOA period (first 30 days) leave the Labor Repair Type set to the default value NO DOA LABOR 15.Do not include / request any labor or misc. reimbursement amounts on service part claims as this will cause the claim to reject unnecessarily 16.A unique number is required when populating the Claim Reference field. The system does not allow for the same exact reference number to be used more than once. 13

14 BEST PRACTICES 17.Refrigerant, service material and tax are reimbursed per the OEW Dealer Program Guide and must be requested at the time of claim submittal 18.Register the sale of optional warranties in accordance with the general guidelines of the OEW Dealer Program Guide 19.Do not enter a failed part install date (on the part item line) unless required. The only time a failed part install date is required is when warranty type selection = Service Part 14

15 ENTITLEMENT (0911E15385) Enter serial number only Hit Search In the event there are multiple models having the same serial number a list of those models will be presented and selection is necessary General information regarding the unit is displayed, including homeowner name (if registered) and install date Specific factory warranty coverage is displayed with warranty start and stop dates Optional coverage (purchased) is displayed, including contract number, homeowner information, plan description, contract effective dates 15

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17 PRODUCT HISTORY (0911E15385) From the entitlement screen, click on PRODUCT HISTORY link Claim history for the specific serial number will be displayed Claim number Claim status Date submitted Date approved Service history (details of service performed) Ability to drill into the specific claim details exists if you initiated the claim Product history link also available from product registration page and claim form 17

18 PRODUCT HISTORY (0911E15385) 18

19 CLAIM FORM MODEL INFORMATION 1 = For dealer or distributor internal use 2 = Auto-populated from entitlement 3 = Only select when submitting a service part claim on competitive equipment 4 = Only select when instructed by bulletin and repair occurs prior to install 19

20 CLAIM FORM MODEL INFORMATION 5 = Warranty Type Reference Guide (below) Standard Manufacturer s warranty (1 st year and extended) as defined by the warranty card Preauthorization Check with your local distributor Service Part Failed part was a specified replacement part purchased from the factory for a repair on a unit that is out of warranty, and the installation date of the failed part is less than one year from the purchase date of that part (Replacement Component policy) Optional contract Optional coverage was purchased on unit and unit is registered with warranty department. Refer to OEW Dealer Program Guide for parts and parts and labor coverage Bulletin Service Manager Bulletin issued by factory for a specific program. Check with your local distributor Unit Exchange Authorized unit replacement or change out per policy, program or preauthorization 20

21 CLAIM FORM CUSTOMER INFORMATION 6.Customer information will be auto-populated if product is registered or must be supplied (including phone number) if not 7. Application Type Reference Guide Owner occupied residential Used as homeowners primary residence Other residential application Apartments, rental property Other application (commercial) Place of business, retail, restaurants, health care etc. 8. Was the equipment installed while this customer owned the home Y/N 21

22 CLAIM FORM SERVICE DETAIL INFORMATION 9. Failed and repair dates required for all claims 10. Optional contract number required for any repair covered by optional contract 11. Bulletin / Preauthorization number as directed by distributor 12. Credit card payment use as directed by distributor 13. Repl. model and serial number required for unit or accessory change 14. Repl. invoice may be required by distributor 15. Repl. unit price dealer s cost for repl. unit or accessory required for optional claim only 22

23 CLAIM FORM FAILED / REPLACEMENT DETAIL 16. Part that caused the failure or the part with the greatest repair time 17. Qty of specific part that failed and had to be replaced 18. Failed and replacement part numbers use magnifying glass 19. Compressor serial numbers only 20. Failed part install date populate for service part claim only used for quality purposes 23

24 CLAIM FORM FAILED / REPLACEMENT DETAIL 21. Check only if using a non-carrier part confirm with distributor 22. May be required by distributor 23. Failed part return or scrap indicator 24. Dealer cost for replacement part required for optional claim only 25. Calculated mark-up per OEW program distributor view only 26. Calculated extension distributor view only 24

25 CLAIM FORM QUALITY INFORMATION 27. Model location for furnace only (basement, attic, closet etc) 28. Orientation of furnace (upflow, downflow, horizontal) 29. Furnace fuel (natural gas, propane) 30. Labor repair type used to calculate DOA allowance. If claim does not qualify for DOA, leave on default setting. Exception 20 year labor warranty on applicable furnaces containing secondary heat exchangers. 31. Auto-populated based on selection of causal part 32. Include the Why, What and How Why was there a service call?, What was found to be wrong?, and How was it handled or repaired? 33. Listing of defect codes specific to the selection of the component code 25

26 CLAIM FORM MISC REQUESTED AMOUNTS 34. Entry required for optional contract labor only claims; claims having no parts 35. Requested tax reimbursement amount; paid per program parameters 36. Requested lbs. of refrigerant 37. Requested service material reimbursement amount; paid per program 26

27 DOA PROGRAM Factory sponsored program Participation in the program is at the discretion of the individual distributor Provide relief to the channel and end users in the event that the failure was caused by a manufacturing defect To be eligible for the program the original component must fail within 30 days of initial installation / start-up. Dealers are encouraged to provide a one year labor program to the end user Reimbursement is based on program allowances For a list of your Dealer rates for program allowances, contact your local distributor 27

28 ACCESSORY CLAIMING GUIDE 28

29 STARTING THE CLAIM IN ENTITLEMENT 29

30 STARTING THE CLAIM IN ENTITLEMENT 30

31 STANDARD CLAIM FOR A PART THAT FAILS WITHIN THE FACTORY WARRANTY PERIOD Start claim from entitlement screen 1. Select warranty type = Standard Warranty 2. Enter install date if not auto-populated 3. Complete customer information section (including phone number) if not auto-populated 4. Select application type if not auto-populated (refer to application type reference guide detailed in module #1) 5. Select installing homeowner Y/N 6. Enter failed date and repair date 7. Enter failed part and replacement part information. Magnifying glass look-up tool available. Serial numbers required for compressors 8. Note Your distributor may require entry of your replacement part invoice # 31

32 STANDARD CLAIM FOR A PART THAT FAILS WITHIN THE FACTORY WARRANTY PERIOD 9. Indicate the causal part 10. Leave the Labor Repair Type set to NO DOA 11. Provide a complete description of service performed. This is critical information necessary to process the claim. Labor only claims will be reversed if description is not complete. 12. Hit SAVE to enable system to auto-populate the appropriate Component Code 13. Select the appropriate defect code At this point, system will also identify any problems with your submittal data Make any necessary corrections 14. Hit SUBMIT 32

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35 STANDARD CLAIM THAT QUALIFIES FOR DOA LABOR Start claim from entitlement screen 1. Select warranty type = Standard Warranty 2. Enter install date if not auto-populated 3. Complete customer information section (including phone number) if not auto-populated 4. Select application type if not auto-populated (refer to application type reference guide detailed in module #1) 5. Select installing homeowner Y/N 6. Enter failed date and repair date 7. Enter failed part and replacement part information. Magnifying glass look-up tool available. Serial numbers required for compressors 8. Note Your distributor may require entry of your replacement part invoice # 35

36 STANDARD CLAIM THAT QUALIFIES FOR DOA LABOR 9. Indicate the causal part 10. Select appropriate Labor Repair Type for DOA. 11. Provide a complete description of service performed. This is critical information necessary to process the claim. Labor only claims will be reversed if description is not complete. 12. Hit SAVE to enable system to auto-populate the appropriate Component Code 13. Select the appropriate defect code At this point, system will also identify any problems with your submittal data Make any necessary corrections 14. Hit SUBMIT 36

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38 ACCESSORY EXCHANGE WITHOUT OPTIONAL COVERAGE Start claim from entitlement screen 1. Select warranty type = Unit Exchange 2. Enter install date if not auto-populated 3. Complete customer information section (including phone number) if not auto-populated 4. Select application type if not auto-populated (refer to application type reference guide detailed on a previous slide) 5. Select installing homeowner Y/N 6. Enter failed date and repair date 7. Enter the replacement model number and replacement serial number in the designated fields 38

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40 SERVICE PART CLAIM ON A UNIT OUT OF WARRANTY Start claim from entitlement screen (unless repairing competitive equipment) In all likelihood most older units will not be registered (unless there was a prior claim). 1. Select warranty type = Service Part 2. Enter install date 3. Complete customer information section (including phone number) 4. Select application type 5. Select installing homeowner Y/N 6. Enter failed date and repair date 7. Enter failed part and replacement part information. Magnifying glass look-up tool available. Serial numbers required for compressors 40

41 SERVICE PART CLAIM ON A UNIT OUT OF WARRANTY 8. A failed part install date is required for a service part claim 9. Note Your distributor may require entry of your replacement part invoice # 10. Indicate the causal part 11. Leave Labor Repair Type set to No DOA Labor 12. Provide a complete description of service performed. This is critical information necessary to process the claim. 13. Hit SAVE to enable system to auto-populate the appropriate Component Code 14. Select the appropriate defect code 15. Do not enter any miscellaneous amounts in this section of the claim for service part claims 16. Submit 41

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43 ACCESSORY EXCHANGE WITHOUT OPTIONAL COVERAGE 8. Note Your distributor may require entry of your replacement invoice # 9. Leave Labor Repair Type set to No DOA Labor 10. Provide a complete description of service performed. This is critical information necessary to process the claim. 11. Hit SAVE to enable system to auto-populate the appropriate Component Code 12. Select the appropriate defect code At this point, system will also identify any problems with your submittal data Make any necessary corrections 13. Hit SUBMIT 43

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45 BULLETIN CLAIMS Carrier may decide to issue a bulletin to address certain epidemic failures Carrier communicates the bulletin language to distribution in the form of an Service Manager Bulletin (SMB) If a dealer s involvement is necessary the communication is done via a Dealer Service Bulletin (DSB) All warranty claims resulting from the bulletin must be submitted using the SMB nomenclature (omit spaces and dashes) Example Regal Beloit Condenser Motor SMB , DSB Claims must be submitted with SMB and the appropriate labor key referenced Contact your distributor for specific instructions 45

46 BULLETIN ENTRY 46

47 WRAP UP / QUESTIONS Contact your distributor to get registered for Module 2 Content Optional Contract Claiming Optional Contract Registration Product Registration Claim Management Dates and Times May 14 (9:00AM 10:30AM) May 15 (10:30AM 12:00PM) May 16 (2:00PM 3:30PM) May 22 (1:30PM 3:00PM) Questions 47