I know that there has been a fair bit of discussion regarding this topic but I'd like to get everyone to weigh in on some type of formal workflow for dealing with warranty repairs via Apple GSX... and what, if anything, can be done to streamline it. I would be interested to hear ideas that require new ways of using LS as it currently is, as well as, ideas that involve suggestions for new features.

Here's the workflow so far:

1. Create an SRO for the customer when they drop off the computer.
   
2. Once it has been diagnosed and a part is required, the part, if not already in the database, needs to be created and then added to the SRO.
   
3. If the repair is determined to be under warranty, the parts are added to the pricing level of the part is set to 'Warranty' which zeros out sell and cost. The labour tier is also added to the SRO as a non-inventoried part (with the pricing level set to reflect our reimbursement level).
   
4. An Order is created from the SRO to order the part. The labour tier must be deleted.
   
5. A PO is created from the Order (with the supplier set to 'Apple Service') and this PO# is used in GSX to order the part. The cost is left at the stock price as if we are purchasing the part. This makes sense because, if we fail to return the old part, they will invoice us for it.
   
6. When the part arrives, it is received on the PO and given to the technician. The arrival date must be noted in the PO using the date stamp in the notes area.
   
7. When the old part is returned, a second line item is created on the PO to indicate the same part is going back. The result is a PO with two line items for the same part, one positive and one negative, canceling each other out. The return is 'received' to remove the part from inventory. The return date and tracking number must also be noted in the PO using the date stamp in the notes area.
   
8. When the warranty claim is closed in GSX, we invoice the SRO and change the customer name on the invoice to Apple Computer. We ensure that the customer PO is set to the PO number we used to order the part in GSX. We delete the part so as to avoid a -1 stock situation. This creates an invoice on terms for the warranty claim, closes the SRO and links the SRO to the warranty income.
   
9. When the credit memo arrives to pay us for the warranty labour, it is applied as a payment of type, 'Apple' in the Accounts Receivable screen, to the invoice as referenced by the customer PO number.
   
10. When the statement comes from Apple at the end of the month, we match it to the 'Apple' GL Account (which is an account of type, 'Bank') to ensure that we did, in fact, get credit for everything. Then we ask them to clear the account and issue a check. (Note: I'm omitting the invoices and debit memos at this point to keep things simple.)
    
11. When the check arrives, we enter it into QB to clear out the Apple account.

Let me know if I've missed anything here but it seems like a pretty long list already. Problems occur when people forget to delete unwanted items from orders and invoices. Also when a customer wants to purchase a product or service at the same time a warranty repair is being done.

A warranty repair is its own transaction. If a customer wants to purchase any items, a different transaction is created.

By this, do you mean a new SRO?

Yes.

If a machine is in warranty, it's pretty rare that additional charged work would be done.

If it's going to get any upgrades, etc. then a different SRO is created. Warranty work is considered it's own project and tracked accordingly.

If the customer decides to purchase anything after the repair, such as AppleCare, a completely new SRO is created.

While possible to put additional items on the same SRO, we found it much easier in the back end to separate those out right from the start.

This is an interesting idea. However, if I had my way, I'd like to see add-ons to every warranty repair. Warranty, more ram, HD upgrade, backup mechanism, etc... I can see some problems with doing a second SRO... first of all, the little vein in the temple of my service coordinator would probably burst do to the increased workload. Second, we track every machine with the SRO number (we actually label it with the number upon arrival... like a hospital braclet). What if the technician or front desk staff didn't realize there were more than one SRO for the unit when the customer came to pick up? They would see the warranty repair and let the machine go! We can't have that!

What about NRET parts. How are people handling stock levels of parts that do not require return?

I guess you would just enter the 'return' as soon as you receive the part since it doesn't need to be returned.

Hi,

The above is actually quite straight up when it come to us handling SROs. The problem is, LS leaves it open to many issues, since like Kristin said, deleting a line item can be a pretty simple but often forgotten thing.

The long workflow would work perfectly if all staff are apt at following it to the letter, but if it's a busy week, and this is not being monitored with a close eye, errors WILL happen, and you will be easily overwhelmed, and then have to back-track to fix the issues after the fact.

Dax, can't something more elegant be done here? LS works very well with the Sales side of things, but in Service SROs, I really think it can do better. The building blocks are there, as Kristin has shown, but we really just need to make it a little more straight forward, and slightly more rigid, to ensure no encouragement of errors in the workflow.

I am sure if all of us ASPs with LSs brain storm this together, we can really come up with a brilliant workflow that fits.

Just my 2 cents. Thanks.

We are open to suggestions on refining this workflow if we can come to some sort of consensus.

Once 2.0 has shipped we would like to spend more time on workflows and this type of refinement, as well as expanded GSX.

Kristen, How many techs do you have? We have a much easier workflow for Warranty SRO's and I was wondering if it's because we are a shop of three.

What we do is this:

1. Create SRO
2. Do the work and use Warranty SKU that reflects our expected reimbursement
3. Order the part from Apple and enter in work performed the part replaced. We use the SRO number as the PO at GSX.
4. Finish Work and Give Customer SRO w/ Warranty Repair/No Charge stamped on it. Also the SRO is marked as WFR - Waiting for Reimbursement.
5. We wait for Credit from Apple, make the SRO an invoice, change customer to Apple so there's no tax and pay it via 'apple payment'

We have a tracker setup that notifies us of any SRO open longer than two weeks so we make sure we get reimbursed.

I don't understand why everyone PO's the part, the negs it out on a PO. Seems like a lot of extra work. Even if we get charged for the part, we eventually get the credit and the part is never 'in stock' anyway.

I know you like to invoice at time of completed work so the SRO could be invoiced immediately to Apple then use the SRO linked documents to pay the invoice when it comes in.

If you have a recieving deparment, it's best to have them check in ALL product the same way, instead of having exceptions for different procedures.

If you get charged for the part, then there is a paper trail to let you know when and where that part came from.

What would be really nice, with exchange parts, would be an option in the PO to mark them as exchange parts. There could be another tab in the PO next to recieving to mark the core returned.

With some vendors, there is a core return, and we get a credit for that return. Once it's been returned, you could then create another SI for that return, just like you would with receiving.

macsp,

Essentially, you do what we are currently doing. The reason I've asked for feedback on this is that we are considering this new workflow because we've identified a need to record and track warranty parts. Parts which we never bothered to track before. Doing so, although proper, raises certain issues... not the least of which is an excess of paperwork.

Not to mention the STACK of Inventory at Zero Cost items in the Troubleshooting screen!!

Is there a way to remove items that should be zero cost from that list, or should I be doing this in a different way?

they should never have zero cost. if you 'return' the same item at the same cost, they cancel each other out, creating a zero cost result... but the parts still have a cost. The reason for this is that if you miss returning the part, they will charge you for it. Even if you simply return it late, the difference between the resulting SIs is the restocking fee.

I realize this is an old thread but...

Did anyone ever find a workflow that would stop Warranty parts being received at zero cost? Currently we receive the parts and they are added to the Invoice and sold to the customer at zero sell to remove them from our inventory. I would LOVE to find a way to receive them at a cost.

Thanks!