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Depot Repair Feature Description (12.1.3+): Creating Repair Warranties for Repaired and Shipped Item Instances (Doc ID 1488130.1)

Last updated on SEPTEMBER 27, 2021

Applies to:

Oracle Depot Repair - Version 12.1.3 and later
Information in this document applies to any platform.

Purpose

Feature Description

New products are often sold with a warranty guaranteeing entitlements to a customer if the newly purchased product fails. For example, if a computer fails within the first year after purchase, the manufacturer will repair it for free.

Similarly, when a service organization repairs a product, the service organization can provide a service warranty guaranteeing entitlements to a customer if the repair work done on the product fails. For example, if the product is returned within the first month after repair to re-fix the same problem, the service organization will re-work the repair for free.

Service organizations can create competitive advantage for themselves by providing service warranties on the repair work they do. Customers may be more willing to select a service organization that guarantees the quality of their work, and may be willing to pay more for work that is guaranteed.

Like product warranties, service warranties provide specific entitlements and a specific time period. In most cases a service warranty guarantees free parts and labor if re-work is required. However, not every service organization entitles free parts and labor, and some service organizations offer free re-work for a short period of time, but discounted re-work after a specified amount of time passes. Entitlements could specify free or discounted shipping costs, loaner charges, or product replacement costs if re-work is needed. Re-work entitlements can also include additional bonus entitlements, such as a free or discounted tune-up, cleaning or item upgrade.

Service warranties generally only cover re-work that is required on a product because the initial service work or replacement parts were faulty. Product failures that occur within the service warranty period that are not related to the original service work done are generally not covered.

Determining whether a product failure is related to earlier service performed can be difficult, and generally relies on the subjective judgment of technicians and customer service personnel. At the time a repair order is created, a customer service rep should have visibility to any active service warranties for the defective product. This will allow the customer service rep to start the collaborative process with the technicians to determine if the failure is related to the earlier service work done and if the service warranty entitlements apply. After repairs are completed, the technician or service rep may be required to document why the service warranty was or was not applied to the work done.
Because service warranties are specific to repairs done and parts used, a single product could have more than one active service warranty at a time. The subjective judgment of the customer service agent and technicians will determine which warranty to apply in a given situation.

If it is determined that the repair work done is covered under service warranty, a customer service agent should be able to apply entitlements to the customer’s estimated and actual charges.

Constraints

Patchlevel

The creation of warranties for repairs is introduced as a new feature starting with 12.1.3+. The first patch to contain this feature is <patch 14148001:R12.CSD.B> - 12.1 CONSOLIDATED PATCH FOR BUG FIXES BETWEEN DATES 01-JUN-12 TO 18-JUN-12
For this feature the following fileversions are required at minimum:

 

 For 12.2.3, no additional patches are required.

Scope

 This document aims to provide steps to setup the new features. As it is accompanied by screenshots it should be easy to follow and duplicate on new instances. It will require a certain level of experience with Ebusiness Suite, Workflow Builder and sqlplus or other tools to query the database.

Details

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In this Document
Purpose
 Feature Description
 Constraints
 Patchlevel
Scope
Details
 Setup Summary
 Required Setup
 Process Background
 Results
 Troubleshooting
 Community Discussions
References

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