Customer Service - handling Warranty process for Materials

Our Business,
1. Our Plant is 1000 - sold a Equipment to a Customer "C100"
2. A Material is broken in the part of Equipment - where the Material[M100] is under Warranty.
3. This Material[M100] is received in Plant 1000.
4. Then this Material[M100] is transferred to Plant 2000[Service Plant]
5. Material[M100] is serviced in Plant 2000 then transferred to Plant 1000.
6. Then this Material[M100] is given to the Customer from Plant 1000 in free of cost as the Material is under Warranty.
"Here in Step 5. We have to know the cost of expenses for Service, that can be posted to Cost Center. Cost must not post to Material after Service as this is given to the Customer as free of cost.
We have to Map this Business in SAP.
Please suggest best fit for above Business Scenario
Thanks
Raja

Hi ,
thanks for your response. If you can provide me more specific details of this scenario without having PM/CS orders for warranty claim that would be great.
We want to track , maintain & raise claim for warranty parts in the system for serialised materials; also need to send parts to vendor at zero cost and receive back in the system - we will not be using SAP PM . so any inputs on how to develop this process with warranty functionlities in such scenarios will be very helpful.
looking forward for more relevent responses..
Thanks
Krish

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Warranty Process for managing Vendor warranty

Hi ,
We are in the process of designing Warranty parts handling solution for a Passenger Rail company .
Need inputs to design this Vendor Warranty process in SAP.
Here are major steps in Current legacy system that we need to consider for designing this end to end process in SAP
1.The Client receives Parts (with serial number) from External Vendor with Warranty.
2.The Warranty Information is maintained with validity periods, serial numbers, vendor number, expiration etc for received parts.
3.If the parts Fail during operations, Part return transaction is executed which checks in background for Valid warranty information related to serial numbers and creates Warranty Claim. Warranty Claim is communicated via fax or phone to Vendors.
4.Warranty Purchase order referencing to warranty claim with zero price is created and parts are shipped to Vendor for replacement along with warranty PO.
5.Vendor delivers parts covered under warranty & parts are received in system against warranty Purchase order no.
What would be the best possible way to address this with SAP warranty management functionalities under SAP PM/ CS modules (Master warranty/ Warranty claim processing etc)?
Any inputs or experiences on similar type Warranty process handling in SAP will be really helpful. Looking forward to get your best inputs on this.
Thanks in advance,
Krish

Dear Krish,
You can follow the following steps :
STEP 1:-
SPRO >> Materials Management >>Purchasing >>>Purchase info record >>Maintain inspection Certificate categories >>>Create certificate category u201CWu201D description warranty
select relevant check boxes as per your requirement & Save.
STEP-2
Maintain info record for material through Transaction Code ME11.
ME11>>>General data>>>Select Certificate category u201CWu201D (As you defined earlier in configuration) Enter certificate number means warranty number in our terminology Enter Valid to
If you want enter country of Ctry of origin, Ctry of origin and customer tariff number Save
Hope that your problem will solve.
Rajesh

Apple Customer Service and warranty exceptions

Hello all,
Whilst I love my Apple hardware and software, and have had many good experiences with them over the years, unfortunately I post today with a complaint about what I perceive to be poor customer service and product quality.
In late March/early April of 2006, I purchased a 1.83GHz MacBook Pro with great anticipation- Intel inside, Tiger OS, inbuilt webcam, and general awesomeness all round. I also purchased the 3 year AppleCare warranty, which was to be a godsend as during the following three years I would experience:
*The replacement of the battery under the original MacBook Pro battery exchange program
*The left fan on the unit dying in 2007
*The logic board itself dying in late Feb/Early March 2008, thus bricking my laptop
*Another battery replacement as the replacement for the original died before it (realistically) should have (Apple very nicely made an exception to the battery's 1 year technical warranty and replaced it for me).
Fair enough, it's a new unit and was bound to have some problems. Unfortunately, last week the logic board died AGAIN; a mere 18 months after it was replaced in 2008. The unit is out of AppleCare warranty by 5 months or so, but I was urged by forumites and friends to call Apple, who would surely make an exception for me and pay for the replacement part, given my service history with the laptop and Apple's reputation for excellent customer service.
Unfortunately, this has proved to not be the case. Calling customer service at Apple Australia I talked to Steven, who was firm to the point of rudeness when he stated that my laptop was out of warranty and Apple would cover nothing but the labour charges involved, as a "guesture of good will". When stretched, he offered me a $125 voucher if I wanted to purchase anything over $400 in the Apple store, and stressed he didn't have to do this but the company was attempting to provide good service to its customer.
Despite my argument that I forked out over $3000 for this laptop a mere three years ago and am now looking at over $1000 to repair something replaced only 18 months ago, his line was that Apple provided a warranty and that was simply that (apart from a month or two grace). Five months is apparently "far outside the warranty period".
I received no challenge to my assertion that after buying something which cost over $3000, it was reasonable for Apple to expect a consumer to pay an extra $1000 every year after the warranty finishes to replace a broken logic board. In truth, I find this near incomprehensible, considering one can buy the supposedly inferior build quality of a Dell, HP, Toshiba, etc and see it last not just beyond the warranty but another two or three years before it finally suffers something terminal.
While from a warranty perspective Apple are well and truly within their rights to refuse to pay for the part, at the end of the day I am left to pay $1000+ for a repair for something which may only last another 12 months, plus $3500+ for a new Macbook Pro with AppleCare if I want a replacement- minus of course the $125 they are offering.
I did some reading of the ACCC's website about my statutory rights and the Trade Practices act, and I note the following with interest:
*Statutory conditions (goods)*
The Trade Practices Act implies the following statutory conditions into consumer contracts:
* The goods must be of merchantable quality. That is, they must meet a basic level of quality and performance, taking into account their price and description. They also should be free from defects that were not obvious to you at the time of purchase.
* The goods must be fit for their purpose. That is, they should do what they are supposed to do and be suitable for any purpose that you might have made known to the supplier.
* The goods must match the description you were given or the sample you chose from. For example, any carpet laid must be the same quality and colour as the sample you chose from.
* You must receive clear title to the goods, including goods bought at auction. In other words, you can expect to own the goods outright and any restriction on ownership should be explained to you beforehand.
While I don't particularly want to make a big deal of things, I hardly see $3000+ for three years use and $1000 each year thereafter to be merchantible quality or fit-for-purpose! This is supposed to be a high end laptop with excellent build quality, and yet I've a secondhand iBook that has been chugging for longer without issue than this machine!
I told Steven from Customer Service that his offer didn't satisfy me in the slightest, and still put me in an awkward position with regards to repair and repurchase. He simply wouldn't budge, and refused to see things from my point of view (which another operator, Anu, was able to do and thus produce a much better response from myself). I have since asked to speak to his manager which- after initial resistance- I have been able to secure a future callback from. I have no idea how well discussions with he/she will go.
What I'd like to hear from you guys and girls is your experience with similar situations, and whether you think I've a leg to stand on with regards my replacement request or the ACCC stuff above. Again, I love my Apple products but I hardly think asking them to replace the part while I pay for labour is a big ask, given the service history and my desire to continue buying and using their products.
Love to hear your points of view on this one; thanks for taking the time to read it!
Cheers,
Dave.

Dear meacod
I have live the same, except that I Cure my MBP before it goes to die.
A lot of older participants here just talk about Aplle care, which seem the automatic thing in front of a lack of real good quality on Apple products .
But I think we pay the price, and my second hand MBP was much more expensive than a brand new PC with more ram, more Hard disk, and even a blue ray...
I don't know your mbp history, but that's sure that we are not equal, in world, with Apple customer support. France is not so great, I don't know for your country.
The only thing I think is that Apple should take care of us, as we have some unacceptable issues, for An Apple Product...
Since 1996, when Apple was almost dead, saved by Bill Gates investment !!! , I have every year promote it, and it was not easy, but I have bring to Apple between 3 to 10 customers each year..
since One year, I have stop that, because I don't believe anymore in Apple product's superiority .
Oh, yes, on the paper, it's better, the system is really good. But the overall experiment can be so bad that I don't want to loose friends, or customers...
I don't say it's always bad : I just say that it CAN BE SO BAD and that Apple DON'T take care of that...
so, for your computer, open it, check it a lot, may be it's too late, but for instance, you talked about a fan, I have solved that case just by putting oil on the fan's axe...
good luck

Bad customer service and warranty question.

I called a couple days ago to see if could get my lcd bezel fixed, since it just started to crack and the bottom (basically the back of the lid when it's close) for no reason at all. if i dropped it or did something to break it, i wouldn;t even bother calling. but it just started doing this naturally so i;m worried that there might be a bigger problem. i didn't think it was a big deal, and i do have a warrenty for a reason, so i thought i might get it fixed before it runs out and the problem gets worse.
To be clear, i have the warranty that came with the machine. I called Lenovo expecting the same great service, but i got something completely different. I explained my problem and the women just started speaking at a really loud voice "it's going to cost you $995 to get it fixed, Do you still want to do that" I told her that i thought that my machine is still under warranty and she told me that is not covered.
Since i have my thinkvantage tool open to get the model number and everything, i can see that i have 60+ days left. so i told her that and she comes back with "let me check your warranty." I'm a very patient person and rarely get mad, but at this point i was kind of confused and mad that she would just give me an answer without checking. she told me that i was not covered with accidental damage and i don't think i am. But when i told her that the damage is not by accident, she got very defensive and told me a lot of stuff i couldn't make out. such as "it will still cost you 995 dollars and it would just be a waste of time to send in your machine and get it sent back. and that all damage plastic wise, will count as accidental damange and if there is no damage, they send it back, it;s still gonna cost 995 dollars. This is all i could understand, since she was being loud and her voiced cracked over the phone.
To replace a piece of pastic should not cost anywhere near 995 with or without warranty
so i guess after complaning for this long, here is the real question.
Is that true, that the warranty that you get when you buy a machine does not cover plastic damage because it would be part of accidental and you do not get accidental protection when you buy the machine, even when the damage was not the result of an accident. this is not even a week after they replaced my power adapter and HDD.
I do plan to call back, but wanted to see if i can get a straight forward answer before i do.
Thanks

Escalate your complaint to the customer service satisfaction officer.
There is no warranty agreement in your warranty booklet, which explicitly states that case or plastics fitting is not covered. In such cases, one should assume that it is covered, provided that you did not damage the part yourself.
Regards,
Jin Li
May this year, be the year of 'DO'!
I am a volunteer, and not a paid staff of Lenovo or Microsoft

Digusted with the lack of Customer Service and Complete disregard for Inconveniences

Its a shame I have to come here in order for my voice to be heard. I have spent many hours on the phone with technical support and customer service and it has been to no avail. As a longstanding verizon wireless customer I assumed the high level of customer service experienced there would be translated when I decided to pay MORE money and switch from DirectTV to Verizon FIOS. The last few days have proven me wrong as I still remain without internet, tv, or phone service due to a technical issue beyond my fault. I spent an hour on the phone yesterday only to find out a technician would need to be scheduled and sent to my home today. Working in sales, I have reports I must complete each day requiring use of a WIFI connection so this was already becoming an inconvenience on top of the fact I had to be available between 8-12 and miss a half day of work. Not only did the technician never show up but lied in the notes and stated he/she made an attempt to reach me by phone. My call log shows no incoming phone calls during anytime between 8-12 today. When I called tech support to check on the status of when they would be getting someone back out they informed me I would have to wait until tomorrow afternoon before someone could come out. I expressed my extreme displeasure with having to miss more time from work (which is additional money lost) and inconvienece as I would have to move my day around to find a place with free WIFI after work hours to complete my reports. Traffic in DC is not friendly and this has completely turned me off. Veriozn FIOS is unreliable and the level of service I have received to date has been sub par to put it politely. Offering me 2 pro-rated days back on my service doesn't even begin to compensate for the missed time out of work nor the gas and inconvience of running to the nearest free WIFI so I am able to do work required of me. I decided to switch to FIOS because of the verizon name assuming the quality of the product and level of service would be one I could depend on. This has been the farthest thing from what has taken place. I now have another appointment tomorrow and quite unsure if anything at all will happen. I need some somebody from corporate to receive this message as it took me forever to find this forum to express myself and try to come to some resolve to make things right in this situation. None of your customer service reps possessed any information on how to contact corporate and due to my experience I can see why. You all would likely have to hire full time stafff to accomodate the level of complaints coming in. Pending how this situation is resolved, I may or may not take my story to social media and as many review and blog sites as possible. Verizon FIOS has ruined my day and I hope that someone will care enough to make this situation right.

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.
Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.
To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

Need a Forum For Poor Customer Service Issues, Like Yelp For Verizon.

Has the customer service been getting worse since there has been less competition for Verizon and because they have the backing of Google? Are they getting swollen heads that make it hard to have any sort of common courtesy? I felt like I was dealing with comcast the other day, not Verizon. I have ONLY been with Verizon because of the customer service. If that starts to disappear, at&t might be in my near future. My dad has them and he has no problems with customer service. I've never had problems with verizon ever. Until now. I would love to be able to get the persons name and customer rep number and report on a forum somewhere about my experience. Just to see if it was me or if this person needs to be fired. Does something like that exist? Oh and of course, vice-versa.

Just hop on over to Google and try and find the names of some key players at VZW and search for their contact info. It took me every bit of a minute to google and find the website people. It has the name of some key folks and contact info...send them an email and voice your concerns. Will it help...who knows...but at least you'll feel better knowing you tried... Good luck with whatever issue you're having with VZW...
Executive Biographies - Verizon

Customer Service - A Lost Art for Managers?

I just got off the phone with another customer service rep. I feel sorry for them. They are the foot soldiers who are charged with appeasing the customers' complains and they are supposed to represent the company's interest as well. I have yet to talk to a customer service rep who was rude or unprofessional. They have always been courteous, polite, and empathize with you to a point that as a customer, I have to be conscientious and not get personal.
The managers however, they seem to have lost the very meaning of Customer Service. Once they got promoted, the seem to forget the very trait that got them to the level where they are now.
And why should they? They are no longer in the front lines. They no longer have to put up with the incensed, irate, often-times belligerent customers on the other line. They don't need to put in the extra effort to appease the customer. No more sense of urgency - or common sense for that matter.
I called Customer Service yesterday to complain about the exorbitant bill I received as a text message from Verizon.
First a little background:
I have been a longtime customer (more than a decade) of Verizon taking advantage of my company's preferred customer status. This means that my company promotes Verizon wireless as the provider of choice for our cell phones in exchange for a 19% Employee discount on my Monthly Access Plan. I started with their 450 minute Nationwide Individual Plan with no frills. I just wanted a basic phone and that's it. No Texting and no Data plans were available then.
About a week before Christmas 2011, I went into a brick-and-mortar VerizonWireless store because I was due for a new phone-every-2-years and wanted to also get my oldest daughter a cell phone for Christmas as her mom and I feel that she is ready for one. This would be her Christmas gift.
I transferred my Individual Plan to a Family plan to save money. I know my daughter will be texting more so I wanted the unlimited texting plan that the Family Plan provided.
I was told by the clerk that I can order the phones online and will be consolidated on the family plan once the lines are activated.
I was surprised that that didn't happen. My bill came to $400+ because my daughters phone was in a plan all by herself! This is contrary to what they said!
This is why I think managers lost sight of their customers.
I have complained on this matter since yesterday and is now going on day-2.
Still unresolved. Still a frustrated customer.
They should have taken care of this the first time. Stop the buck at the first sign of escalation. Take responsibility as if you own the company. You wouldn't want to loose a customer to a competitor because you failed to take responsibility when you had the chance. Treat the customers right.
Thanks,
G

I agree pastorcharlie, I just got off the phone with them just now and the customer service guy kept insisting that I (the customer) made the mistake, eventhough I was following their instructions to set up my daughter's phone. It seems like their motto is not "The customer is always right", it's more like "The customer is most likely wrong and it's your job in customer service to prove him/her wrong".
The arrogance of this company is just unbelievable!
The longer this problem stays unresolved the more irritated I become and I know that I will do whatever I can to get out of this contract as soon as I can. I will scout around for other providers and see if perhaps they might be interested in helping me break my contract with verizon in exchange for my loyalty. Heck, if the other provider will even pay for the early termination fee and make a Super Bowl commercial to show how verizon treated this customer, it would be worth it. What competitor would not want to expose verizon's arrogance!
Of course, writing blogs like this might even go viral on the Internet.

Please help customer service has done NOTHING for

I have had my creative zen micro player for about 8 months and having problems with it...When I put in the battery it won't work, but if I move it around to different spots it works for about 2 seconds and turns off. It has a full charge becaue if I hold it in that position it stays on and you can see the full battery. I've tried everything, I e-mailed customer service, but got nothing so I'm hoping that someone out there will be able to help me. I'm about to die without music .
Dakota

I sympathize with you not having any luck with Customer Service. I have had a long standing issue with them (I sent off email number 54 this morning). I have tried to escalate the problem by requesting the name of the Australian manager (I have asked in writing for this times) but every time they ignore my request. I am on my second Creative Zen Micro which is riddled with faults - just like the original unit. I have spoken to a representati've of customer service on the phone and he promised certain action but has failed to deli'ver (that was 55 days ago). Hopefully someone in Creative, maybe the Australian manager, will read this and help resolve my problem. Do not give up the fight... I'm not.

Your customer service is woeful. thanks for wastin...

If a mod reads this id be grateful if you would contact me.
I have a fault on my infinity service. Its a red light on the home hub 3. The openreach box has a green steady light on the DSL service.
BT faults offer us Sunday morning or Monday for an engineer visit because apparently its a faulty line. We wait in, today and no one arrives and when I call to check im told no one is due to come anyway. THANKS FOR WASTING OUR SUNDAY MORNING.
Don't worry, we will compensate you for loss of service. Who cares about that. What about sitting around all morning.
4 weeks with BT and already signs customer service is as bad as it was years ago. 3 years with bethere and they were great.

markbebb wrote:
If a mod reads this id be grateful if you would contact me.
I have a fault on my infinity service. Its a red light on the home hub 3. The openreach box has a green steady light on the DSL service.
BT faults offer us Sunday morning or Monday for an engineer visit because apparently its a faulty line. We wait in, today and no one arrives and when I call to check im told no one is due to come anyway. THANKS FOR WASTING OUR SUNDAY MORNING.
Don't worry, we will compensate you for loss of service. Who cares about that. What about sitting around all morning.
4 weeks with BT and already signs customer service is as bad as it was years ago. 3 years with bethere and they were great.
Hi. Unfortunatly Openreach do not do residential line fault repairs on a Sunday. You were either misled or mistaken.
Standardcare operates during the period (0800 – 1800 hrs Monday to Friday, excluding Bank and Public Holidays). BT aim to repair a fault reported before 2100 hrs on one working day by the end of the second working day after the day you reported the fault.
Did they say that they are coming Monday now.
toekneem
http://www.no2nuisancecalls.net
(EASBF)

Customer Service - Extended Warranty Sales Process

Hi All,
I want to implement Extended warranty sales process in sap. Here, dealer will send extended warranty form to company. Company wants to capture warranty related information (such as Vehicle number, Chassis Number, Date) in sap and want to sell warranty to dealer.
Monthly once company will give discount to dealer based on performance. How to give discount to dealer monthly?
I want to know the following details:
Material type
Item category
Process flow
How to capture warranty information?
Thanks in advance,
Babu

Thanks for your reply......
I have created new sales document type for extended warranty sales. I am using variant material for capturing dealer's requirement in va01 itself.
Now my client dont want to create invoice for that sales order.
With this Extended warranty sales order reference, they will create manual posting in Finance.
Actually, they don't want to treat this as a revenue. This is a liability when they sell extended warranty to customer and after the extended warranty period is over (after 3 years), if the vehicle doesnt come for ext warranty claim then it will be treated as income.
Is it correct process to leave extended warranty order (sales order-va01) without doing billing ?How can i proceed further?
Thanks in advance,
Babu

Customer Service - Assigning Warranty to an Equipment

Hi Consultants,
I am new to CS module.
Please help me understand where and how to assign warranty to an Equipment/ Serial number.
Are there any changes to be made in SPRO?
If changes done in SPRO, can i get the Warranty pop-ups of the equipment while goods return to create a Service Notification/Service order/ Billing?

Hi,
Try by defining activity and assigning to notification type for Installation after service confirmation,
Or do separately process using the Repair order processing. Please Ref. the following link:
http://help.sap.com/saphelp_46c/helpdata/en/ae/6480d1d08011d2b5380000e8a4bb0c/frameset.htm
Regards
DSR
Edited by: D.Srinivasa Rao on Oct 28, 2011 10:59 AM

Nokia customer service support - Warranty claim fo...

Just finished being online with one of the support staff at Nokia USA's phone number, with a thick mumbling accent, and obviously having a hard time understanding english.
Anyway lens shutter is falling apart, due to build quality issue or design issue, and I've wasted 30 minutes of my life to try to explain to the agent that I need a new back cover/battery cover due to this.
He want's the whole damn phone sent in, and to keep it for 2-3 weeks plus shipping time, and has just spent the last 25 minutes of our lives telling me how to navigate the NokiaUSA website, with incorrect script trying to find his RMA submission request form.
Sometimes its just cheaper to say ok. Nokia could've finished the issue in 5 minutes by taking down my imei, and then saying "we'll send you a replacement cover".
Lord. Is that what we spend $500 on? Nokia warranty service and support is not worth a nickle.

Thanks, I'm just trying to get an application I bought from the Ovi store (peggle). After a long email exchange with Ovi support, they sent me the application for the Nokia 6300 while I have a 5800 XM. Their telephonic support is quite bad technically (I was disconnected in 4 out of the 7 calls and connected to the wrong language in the other 2) and again they sent me the 6300 version.
So what I would like to do is to raise this to a higher level where they might actually pay atention to what I've written. I've filled out the customer satisfaction survey. Maybe that will help.

Customer Service - handling Warranty process for Materials

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