Warranty cases

Goal

Having the member warranty process in MMS and RASNet will help the RAS team to improve the management of nationwide warranty cases. It will enhance member communication, give visibility to both members and the RAS team of how a warranty case is progressing and it will ensure the customer is back on the road as quickly and efficiently as possible.

Who submits a warranty case?

A warranty case should be submitted when an issue is raised with a member and they suspect it might be related to previous work completed by another member.

Steps for BDMs/RMs to review warranty cases

  1. Log into MMS,
  2. Open the left navigation and select Warranty cases.
  3. In here you will be able to view all warranty cases, click on the `Registration number` to view the details.
  4. BDMs/RMs have the ability to edit and close warranty cases but should aim to empower the members to be doing it.

Steps for a member to submit a warranty case

  1. Firstly, the two members should communicate via phone to discuss their approach to getting the customer back on the road. The original member should provide the reporting member to email a copy of the original invoice - they will need this to complete the warranty form.
  2. Log in to RASNet.
  3. Select the Warranty tab in the navigation.
  4. Click the create a new warranty case button.
  5. Complete the warranty form detailing, (they will need the original invoice to complete the form);
    1. Member name and contact details.
    2. The customer's name and number.
    3. The vehicle details.
    4. The details of the original job.
    5. A description of the job that needs be completed to fix the vehicle.
    6. Details what they are requesting approval for. Ensure they select the best approval type for your situation, they can choose from diagnosis, repair or variation.
  6. Submit the form.
  7. A notification of the warranty case will be emailed to the original member, the appropriate BDMs and RMs and the reporting member will be copied on this communication.

Steps for a member to review a warranty case

The original member should already be aware of the warranty after having an initial phone conversation with the reporting member.

Once the reporting member completes the warranty case the original member will receive an email with a link to review it. The BDM and RMs will also receive this email.

To review the warranty case;

  1. Click on the link in the email and scroll through the warranty case to ensure it is correct.
  2. Review the request for approval.
  3. If you are happy with the request for approval then accept it. Ensure you read the terms and conditions.
  4. If you are not happy with the request for approval then reject it, leaving feedback for the reporting member so they can revise the request or organise an alternative with you.
  5. The reporting member will receive email notification of both reject and accept actions.

Other things to know about warranties

  1. Approval requests can be submitted multiple times for the same warranty, but only one approval can be pending at a time so you will need to wait for it to be approved or rejected before you can submit another. This allows for diagnosis time, repair time and variation time when required - although you will only need one of each of these.
  2. Members can see all warranty cases they have been involved in, both as a reporting member or as the original member on the warranty index page, by clicking the warranties tab in the navigation.