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Back to Warranty Policies Main Page

Available from CRM.COM R9.0.0

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Understand the usage of Warranty Policies within CRM.COM

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Table of Contents

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What are Warranty Policies?

A Warranty Policy defines how physical goods Physical Goods bought by customers can be replaced, free of charge, within a specific period of time after the purchase.

Multiple warranty policies can be defined and be active at the same time. Each warranty policy defines the traceable goods or product types or brands or families which can be covered and the period during which the physical goods will be covered after their purchase. They are applicable only for traceable physical goods which are sold to customers - ether directly or indirectly - within CRM.COM (through Jobs).

Note

Warranty Policies are applicable only for sold traceable physical goods that are provided on subscriptions.

 

Glossary of key terms

Warranties are provided based on configured Warranty Policies that provide the rules that the Warranty follows. Warranty Policies establish the Physical Goods covered by the Warranty, the period following their purchase for which the Warranty is valid, and the cases in which the Warranty offers a free replacement. Warranties are then automatically applied by the System on the Physical Good during the sale. As there can be multiple Warranty Policies in effect applicable to a Physical Good, the latest Warranty Policy set up in the System is the one applied.

Note

Warranties are only offered for Physical Goods that are either directly or indirectly sold. i.e. Rented Installed Items do not have any Warranty.

 

Warranty Policies Glossary

TermDescription

Warranty Policy

Simply this is the definition of the policy on how a set of traceable goods are covered by

warranty

Warranty.

CoverageThe term that indicates whether Whether a traceable item is under warrantyWarranty, or in other words, covered by a specific warranty policyWarranty Policy. 
Physical Good under WarrantyIndicates that the physical good has a valid Warranty Policy with remaining coverage periodPhysical Good is still under Warranty.
Physical Good out of WarrantyIndicates that the physical good Physical Good does not have a warranty policy or if a warranty policy exists, then Warranty or that its coverage period has expired.
Coverage ReasonIndicates the reason a physical good which is under warranty is required to be changed. According to the reason the system decides if

The reason for the replacement request of a Physical Good under Warranty, which the System uses to determine whether or not the replacement will be free of charge

or not

.

Replacement Coverage PolicyOn changing a physical good which is under warranty, the Replacement Under Coverage Policy will determine whether the warranty policy

Determines whether or not the Warranty of a replaced Physical Good will be transferred to the new

physical good

one, or

not, or

whether a new

one

Warranty will be applied.
Replacement Coverage Policy is defined per Coverage Reason on a Warranty Policy, therefore it is the Coverage Reason selected that determines what happens with the Warranty of the new item.

Warranty Remaining Duration

The time left before the Warranty runs out after being carried over to a replaced Physical Good.

Warranty Policies Key Processes and Concepts  

When a physical good requires replacement then the agent can check whether the physical good
Processes / ConceptDescription
Automatic determination of Warranty coverageAt The System applies the Warranty Policy automatically at the point of order and sale (through CRM.COM Jobs) the system will apply the Warranty Policy automatically. If more than one policy Policy can cover the physical goodPhysical Good, then the most recently created (most recent valid from date) policy one is applied.
Checking Warranty coverage of physical goodsPhysical Goods

By raising a Service Request, agents can check whether a Physical Good requiring replacement is still covered by warranty as well as if its replacement a Warranty and if there will be free of charge, a charge for its replacement (depending on the cause of damage, via raising a Service Request.
 determined by the Coverage Reason.)

Transferring Warranty coverage between physical goodsPhysical Goods

Define Determines whether a good that replaces a defective good carries over replacement Good benefits from the remaining warranty Warranty time or resets for the whole warrantygets a new Warranty.

Billing of replaced physical goods Physical Goods with Warranty coverageOn replacing a physical good under warranty, decision on the billing (bill new physical good or replace for free) is automatically determined, based on the coverage reason that the good needs to be replaced, which is

The decision on whether a new Physical Good replaced under Warranty should be billed or not is undertaken automatically based on the Coverage Reason selected by the agent.

Note:

Coverage reasons are configurable.

Moving damaged replaced physical goods Physical Goods to specific warehousesSold physical goods under warranty, that Physical Goods which are replaced for free , of charge under Warranty are returned back to one of your company's warehouses. (As opposed to damaged sold physical goods a company Warehouse, while damaged Physical Goods that are not replaced for free , which remain to at the customer's location). Physical goods Goods are returned to different warehouses, based on whether Warehouses depending on who made the initial sale was done by your (company or a partner).
Warranty Policy Management Tools

Dashboards and a report are available to Report offer an overall picture of warranties provided by your companyoverview of Warranty Policies:

In addition for For each Installed Item with warranty Warranty coverage, a Printout is also available that can be printed directly from the item's page.

Access & Viewing Controls

Network Characteristics define the level of access for each record. i.e. Whether whether it will be available for selection, for viewing or editing etc.

EntityNetwork CharacteristicDescription

Warranty Policies

Controlled Selection Entities

A warranty policy Warranty Policy can be applied on a physical good, Physical Good only if the user User adding the physical good on the Job belongs Physical Good on the Job belongs to one of the Organisational units Units added in the Allowed Organisational Units (AOU) of the warranty policyWarranty Policy, or a collaboration exists between his unit their Unit and the AOU of the warranty policyWarranty Policy, or is a superuserSuper User.

Warranty Coverage ReasonsGlobal Viewing EntitiesWarranty coverage reasons Coverage Reasons have no access restrictions. They can be viewed and selected by all logged in usersUsers.

 

Warranty Policies Related Modules

EntityInteraction of Warranty Policies with EntityHow
Installed ItemsThe Installed Items are the traceable physical goods Physical Goods that the Warranty Policies Warranties are applied to when added or swapped via Jobs.
Jobs

Warranty Policies Warranties are applied automatically by the system on physical goods at order taking (through a Job).On swapping a damaged physical good under warranty that has been sold to the customer, System on Physical Goods when orders are made through Jobs, based on configured Warranty Policies

Jobs for Swapping Subscription Physical Goods are used to determine the coverage of the physical good and replace it accordinglydamaged Physical Goods sold to the customer and replaced under Warranty.

Service RequestsRaise Service Request Requests on damaged physical goods and check whether they are under warranty coveragePhysical Goods are raised to check Warranty Coverage.
Inventory ManagementAllows you

Used to specify the warehouses where damaged

physical goods under warranty and replaced for free will be returned

Physical Goods under Warranty that are replaced free of charge should be returned.

ReportsReports specifically Reportsspecifically developed for warranties, such as a report to provide Warranties, providing the number of physical goods Physical Goods that have been sold and are under warranty Warranty or their warranty whose Warranty has expired.
Dashboards

Dashboards specifically Dashboardsspecifically developed for warranties, such as Dashboards to provide Warranties, providing information on raised Service Requests or Jobs for swapping physical goodsPhysical Goods.

 

Warranty Policies - Business Examples

The following section provides business examples to help you understand on how the CRM.COM Warranty Policies module is used.

Apply Warranty to replace damaged

physical goods for free

Physical Goods free of charge

  1. .
    1. Add the configured Coverage Reason as 'Covered'.
    2. Select Replacement Under Coverage Policy
    1. - Carry Over Remaining Duration

• Job Types

Set up 2 Job Types

  • New Subscription
  • Swap Subscription Installed Item
In the New Subscription add the Warranty Policy: 24 months New Sales Warranty
In the Swap Subscription Installed Item you don't need to add anything (as the warranty in this case will be carried over due to Replacement Under Coverage Policy setting on the policy) 
    1. .
    2. Set the definition as 'Effective'.

User Process

• Create a new Subscription - Sell a new Decoder

For The decoders added on every new Subscription created via New Subscriptions Jobs, any decoders added on a subscription Subscription Jobs will automatically get a warranty Warranty that will expire expires 24 months after their removal from the warehouse (i.e. on the day of the addition.)
Note that the warranty will be given

The Warranty is applied, only if its the decoder is sold (directly or indirectly sold). ( The warranty Warranty is not applied for to Rented Installed Items) .

• Customer with faulty decoder

When a customer calls in with to report a fault on his sold their bought decoder then , the user will:

Raise a Service Request
◘ User will raise Raise a Service Request for the Subscription.
◘ On selecting Select the decoder from the Affected Products the user will select the decoder and proceed to select Faulty for coverage reason'Faulty' as the Coverage Reason.
The system System will automatically calculate Coverage and update the related field to YES.

Create a Swap Subscription Installed Item Job
◘ User will create Create a Swap Subscription Installed Item Job.
◘ On adding the installed Installed Item on the Job, the system System will require a Coverage Reason.
◘ User will now select the Faulty coverage reason  
The system Select 'Faulty' as the Coverage Reason.
The System will automatically calculate Coverage and update the related field to YES.
◘  User will then select  Select the item to replace the faulty decoder.

On completing the job Job the system System will:

• Transfer the new item to the customer.
• Place the old returned item back to the Subscription/job warehouse Job Warehouse.
• Transfer the warranty on Warranty onto the new item.
• Set the Coverage period of the new item equal to the remaining period from the previous item

 

More Information on Specific modules can be found at:

  • Creating Jobs of New Subscription Scope
  • Creating Jobs for Swapping Installed Items of a Subscription
  • Configuring Warranty Coverage Reasons
  • Setting up Warranty Policies
  • Raising Service Requests for Physical Goods under Warranty
    • Applying Warranty Policies to Physical Goods

    on the Warranty.

    Panel
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    titleSwap damaged physical goods for free and transfer warranty coverage period

    Business Requirement

    Company ZX would like wants to provide a 24-month Warranty period for 24 months to decoder products that have been bought by its customers.

    • Within this period if If the decoder is reported as faulty then 'Faulty' within this period the company:
      • Will replace the item 
      • Will not charge the customer
      • Will transfer the Warranty to the new item. i.e. if the decoder is replaced on the 13th month then after purchase, the new decoder should will be within warranty Warranty for another 11 months.

     

    CRM.COM Solution

    Configuration    •

    1. Configure Coverage Reasons

    Set up the following Coverage Reasons 

    1. Faulty

    • Warranty Policies

    Set up
    1. .
    2. Configure a Warranty Policy
    with the following attributes

    24 months New Sales Warranty

    Name

    Description

    Name24 MONTH DECODER WARRANTY - CARRY OVER
    Life cycle stateEffective
    ValidityAlways Valid
    Duration24 months
    Coverage Reasoning
    • FAULTY
    Physical Goods Covered

    Product Type = Decoders

    Note

     

    Replace

    physical good

    Physical Good and charge for its replacement

    More Information on Specific modules can be found at:

  • Creating Jobs of New Subscription Scope
  • Creating Jobs for Swapping Installed Items of a Subscription
  • Configuring Warranty Coverage Reasons
  • Setting up Warranty Policies
  • Raising Service Requests for Physical Goods under Warranty
    • Applying Warranty Policies to Physical Goods

    .

    Panel
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    titleSwap damaged physical good, charge and apply a new warranty policy

    Business Requirement

    Company ZX would like wants to provide a 24-month Warranty period to decoder products that have been bought by its customers for 24 months. The warranty Warranty will cover the full replacement of the product for free in case that free of charge if it is faulty, however if the damage is identified as intentional then the but the customer will need have to pay for the new item if the damage is identified as intentional. In both cases, the new item should get a new warranty policy whose warranty period will start from the beginning. (i.e. for another 24 months)renewed 24 month Warranty Policy.

    • If the decoder is swapped replaced due to intentional damage, then Company ZX process is as follows:
      • Replace the damaged item
      • Bill the customer
      • Provide a new warranty to Warranty for the new item if available

    CRM.COM Solution

    Configuration•

    1. Configure Coverage Reasons

    Set up the following Coverage Reasons 

    1. Faulty
    2. Intentional Damage

    • Warranty Policies

    Set up 1 Warranty Policy with the following attributes

    24 months New Sales Warranty

    Name

    Description

    Name24 MONTH DECODER WARRANTY - New Warranty
    Life cycle stateEffective
    ValidityAlways Valid
    Duration24 months
    Replacement Under Coverage Policy

    No Warranty

    Coverage Reasoning
    • Intentional Damage (Does not include Coverage)
    • Faulty (Includes Coverage)
    Physical Goods Covered

    Product Type = Decoders

    • Job Types

    Set up 2 Job Types

    • New Subscription
    • Swap Subscription Installed Item
    Add the 24 months New Sales Warranty to both Job types
    1. .
    2. Configure a Warranty Policy.
      1. Add one configured Coverage Reason as 'Covered' and another as 'Not Covered'.
      2. Select Replacement Under Coverage Policy - New Warranty for both reasons.
      3. Set the definition as 'Effective'.

    User Process

    • Create a new Subscription - Sell a new Decoder

    For The decoders added on every new Subscription created via New Subscriptions Jobs, any decoders added on a subscriptionSubscription Jobs, will automatically get a warranty Warranty that will expire expires 24 months after their removal from the warehouse (i.e. on the day of the addition.)
    Note that the warranty will be given, only if its directly or indirectly sold. (The warranty Warehouse

    The Warranty is applied only if the decoder is sold (directly or indirectly). The Warranty is not applied for Rented Installed Items) 

     

     .

    • Customer requires Decoder Swap due to broken decoder

    When a customer requires to swap his requests a replacement decoder and the agent identifies that the damage has been intentional then:

    Raise Service Request
    ◘ User will raise Raise a Service Request and relate it to a Subscription.
    ◘ On selecting Select the decoder from the Affected Products the user will select the decoder and proceed to select 'INTENTIONAL DAMAGEfor ' as thecoverage reason.
    The system System will automatically calculate Coverage and update the related field to NO.

    Create Swap Subscription Installed Item Job
    ◘ User will create Create a Swap Subscription Installed Item Job.
    ◘ On adding the installed Installed Item on the Job, the system System will require a Coverage Reason.
    ◘ User will now select the INTENTIONAL DAMAGEcoverage reason Select 'INTENTIONAL DAMAGE' as the Coverage Reason.  
    The system System will automatically calculate Coverage and update the related field to NO
    ◘  User will then select Select the item to replace the old damaged decoder.

    On completing the job Job the system System will:

    • Transfer the new item to the customer.
    • Leave the old damaged item on with the customer.
    • Provide a new warranty to Warranty for the new physical goodPhysical Good.
    • When The new Installed item will be billed when the Job is billed then the new installed item will be billed

     

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