Process Flow On-Site Repair
PROCESS FLOW ONSITE REPAIR:
- The client can call or email the Help Desk of Customer Service to ask for assistance with the unit for repair. Also, the client can call or email the Sales Agent handling their account for assistance with the unit for repair.
- The client will be asked of the details depending on the 2 options on the above choices with the report on their concern with the unit for repair. The Help Desk will assigned the Ticket Number for Reference. Service Report Draft will be accomplished. The Technical Support will be asked to attend to your concern for isolation over the phone or will email you on your concern.
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
- 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.
Note: The client will be visited twice (2 times)
- 1st visit is for the isolation
- 2nd visit is the spare parts installation
Note: The client will be sent 2 quotations:
- 1st quotation is for the isolation and transportation and for Provincial per dime is included.
- 2nd quotation is for the transportation, labor fee and spare parts cost and for Provincial per dime is included.
- The client will be advised through call or email with the schedule of the onsite visit of the Technical Support. The details will be given to the client with the Name of the Technical Support who will handle the isolation of the unit. The Technical Support will show his/her Identification Card to the client.
Note:
The client will secure necessary permits for the Technical Support who will enter the premises of the building if needed.
- The Technical Support will bring necessary documents for the onsite visit such as:
- 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
Note: The Spare Parts is also brought by the Technical Support to install on the second visit.
- Client will receive an update with the onsite repair of the unit the following day. The client will receive an email with the Service Report done with the unit.
- Payment for the Repair Terms and Condition:
- For In-Warranty – Service Report will be sent to the client.
- For Out-Warranty – charges will be sent to the client.
Please take note that for New Clients, we require BIR 2303 for reference of Client’s Company Name and TIN # for proper documentation.
- The client will receive an after sales call or email to close the transaction once the unit is repaired and working.
