Depot Repair Feature Description (12.1.3+): Creating Repair Warranties for Repaired and Shipped Item Instances
(Doc ID 1488130.1)
Last updated on FEBRUARY 22, 2022
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
The Depot application will not automatically determine whether an item returned under service warranty has failed because of a bad repair. The service warranty is only there to indicate that repair work has been done, not which parts were used or which services were performed. The warranty primarily provides evidence of a previous repair and a covered repair warranty associated to it. Whether this repair warranty should apply to offset the charges for the current repair is a user assessment and user decision as to corresponding actions to be taken.
Service warranties will only be for “covered products” as defined by Service Contracts. Specifically, all items/parts associated with a service warranty must be defined as IB Trackable (IB Trackable Flag = Yes) and Contract Enabled (Contract Enabled Flag = Yes).
Defaulting rules for service warranty will not allow warranties to be selected based on diagnostic code or service code in this release.
Service warranties will neither require nor allow user discretion of which contract to apply. Warranty creation is completely automated.
A user will NOT be able to change or update the service warranty item from the Depot application. Warranty creation is completely automated.
the process does not check if there already is a (previous) service warranty for the shipped item. So as a result, multiple, overlapping service warranties may get created.
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:
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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