Process Flow in Carry-in Repair

PROCESS FLOW IN CARRY-IN REPAIR:

1. As the client carry-in the unit for repair, the Help Desk will assist the client with the unit for repair.
2. The client will fill in forms for the proper documentation of the unit.  The following forms are accomplished:

• Ticket Reference
• Service Report Draft
• Control Form

Please take note that details are necessary for the Ticket Number Reference such as:

• Date
• Ticket Number as reference
• Company Name
• Contact Person
• Contact Number
• Company Address
• Unit Model
• Serial Number
• Problem Reported
• Email Address
• Remarks for special request, special details and special note with the unit

Please take note that details are necessary for the Service Report Draft such as:

• Date
• Draft Number
• Company Name
• Warranty Date and/or Purchase Date
• Address
• Contact Person
• Contact Number
• Model
• Serial Number
• Isolation Findings (Isolated By, Date and Time Start and Date and Time Finish) and Parts Requested
• Action Taken (Repaired By, Date and Time Start and Date and Time Finish) and Remarks
• Problem Reported
• Parts Request

Please take note that details are necessary for the Control Form such as:

• Date
• In or Out Status
• Control Form Number
• Warranty In/Out
• Company Name
• Address
• Contact Person
• Contact Number
• Quantity
• Description
• Serial Number
• Prepared By
• Approved By
• Remarks
• Replacement Received By
• Pull-out Received By
• For Repair Released By

3. Client will receive an update with the carry-in unit for repair the following day.
4. For In-warranty, the repair will proceed immediately.
   If Parts will need replacement: Please take note of the following:

• If Part is available the repair will proceed immediately.
• If Parts is not available, the spare parts needed will be requested that will take time in 2-3 weeks and/or depending of the delivery of the supplier but the client will be updated.

For out-warranty, the client will be informed of the status of the unit.

• The Help Desk will send an email or will call the client to inform of the status of the unit.
• If the client will proceed with the repair, Help Desk will send the quotation for approval.
• If the quotation is approved the unit will proceed for repair.

5. After repair, Help desk will update the client if the repaired unit is ready for pick-up and or delivery.
6. Payment for the Repair Terms and Condition:
   For In-Warranty – Service Report will be sent to the client.

• Service Report details are as follows:
  • Service Report Number
  • Date
  • Company Name
  • Address
  • Contact Person
  • Contact Number
  • Warranty status
  • Quantity
  • Problem Reported
  • Remarks
  • Action Taken
  • Service By
  • Time-in
  • Time-out
  • Approved By
  • Date
• For Out-Warranty – charges will be sent to the client. Attached are the Service Report, Service Official Receipt and Sales Invoice.
• Please take note that for New Clients, we require BIR 2303 for reference of Client’s Company Name and TIN # for proper documentation.

7. Pick-up of the unit.
   For In-warranty Service Report will be accomplish upon pick-up of the unit.
   For Out-warranty Service Report, Service Official Receipt and Sales Invoice will be given to the client.

NOTE: Defective Spare Parts are also surrendered to the client.

8. The client will receive an after sales call or email to close the transaction once the unit is repaired and working.

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