Warranty Process

Warranty Process

Identifying Warranty Coverage

Determining Warranty Coverage

  1. Collaborate with the Service Manager and/or Operations Manager to confirm if the repair is covered under warranty.
  2. Review the customer’s job history and equipment warranty information.
  3. Note the original job number related to the warranty claim.

Updating Job Details

  1. Edit the job in ServiceTitan using the Edit Pencil.
    1. Change the Job Type to HVAC - Warranty.
    2. Update the Business Unit to HVAC - MISC Service.
  2. Select the Warranty checkbox and link the current job to the original job number.
Notes

Communicating with the Customer

  1. If coverage includes Parts Only:
    1. Prepare an estimate using the Parts Only Warranty task from the Pricebook and present it for customer approval.
  2. If coverage includes Parts and Labor:
    1. Add the appropriate Parts and Labor Warranty task to the invoice and inform the customer of the repair details.

Invoicing and Job Execution

Parts Management

  1. Using Truck Stock
    1. Scan the part using the Scannur app or manually add it to the job.
  2. Using OEM Parts from a Vendor
    1. Follow the branch’s manual purchase process and obtain a receipt for the part.

Documenting Job Details

  1. Record the replaced part manufacturer, model, and serial number.
  2. Add detailed notes to the job and invoice summary, including the warranty status.

Tagging for Tracking

  1. Apply the Expecting Warr Exchange tag to the job once the warranty tasks are added.
  2. The job will now appear in the Warranty Return Tracking Dashboard.

Returning Items Replaced Under Warranty

Replacement Item Acquisition

  1. If the replacement item is not available in truck stock, create a Purchase Order (PO) in ServiceTitan:
    1. Select the vendor and set the PO Type to Warranty.
    2. Add only items related to the warranty replacement.
    3. Save and send the PO to the vendor.
  2. Receive the PO once the items are delivered or picked up.
Warning
Do not receive the PO until the items are physically in the possession of your branch.

Warranty Return Process

  1. Begin the vendor’s return process online and record the warranty credit/reference number.
  2. Add a Return to the job invoice:
    1. Select the corresponding PO (if applicable).
    2. Choose Warranty Return as the Type.
    3. Enter the vendor’s credit/reference number.
Alert
If the replaced item was taken from truck stock, manually add it to the Return’s item list.

Final Returns

  1. Mark the Return as Returned once the items are sent to the vendor.
  2. Update the Return to Credit Received upon receiving the vendor’s warranty credit.

Updating Customer Records

Replacement Equipment

  1. If the replaced item is a piece of equipment:
    1. The replacement equipment will automatically be added to the customer’s location record upon PO receipt.
    2. Update the replaced equipment's status to Replaced in the customer’s location record.
    3. Add a memo noting the warranty replacement and job number.

Tag Management

  1. After completing the warranty process, add the Warranty Process Complete tag to the job.
  2. Do not delete the Expecting Warr Exchange tag, as it is needed for tracking.

Managing Warranty Returns

Monitoring Outstanding Returns

  1. Use the Inventory Returns screen in ServiceTitan to track outstanding returns.
  2. Filter by Warranty Return Type to focus on relevant items.

Updating Return Status

  1. Use the Pending, Returned, or Credit Received tabs to navigate and update returns.
  2. Ensure timely updates to reflect the current status of all warranty claims.

Follow-up

  1. Track warranty claims through vendor portals.
  2. Address any denied claims promptly and resubmit as necessary.

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