The Warranty Advisor Sample Reports - PC Advisors
Contents
1. l George Harris e aA Pending Homes in Waranty 76 Warranty Advisor Copyright 1999 by PC Advisors LLC REPORT DATE 10 25 00 Printed Date 10 25 00 http www PCAdvisors com 702 233 2300 Clm Claims Itm Claim Items FILENAME RPTSTATUS FRX Page 6 Outstanding Claim Item Details Advanced Builders PO Box 371142 PHONE 702 233 2300 Los Gatos NV 89137 FAX 702 243 5500 Subcontractor Aristotle Electric PHONE 702 731 5024 PO BOX 35726 FAX 702 395 2744 Sunnyvalle NV 89133 Detail Type Claim Ref Issued Due by Age Detail Work Scope Problem Description Subcontractor Comment Project Ambercrombie Hills Buyer Lisa Bilxyz Lot BIk 15 A Street Address 1024 Sable Mist Ct Phone 562 5073 Service Work CSREQ 8 9 00 The hall sconce light that was paid for as an option has no switch It is connected witht he entire hall light system Service Work CSREQ 8 10 00 76 The hall sconce is 10 higher than the corresponding one at the opposite end of the hall Looks ridiculous Project Ambercrombie Hills Buyer Ron Thoxyzon Lot Blk 12 A Street Address 1012 Sable Mist Ct Phone 804 0092 Service Work 8 9 00 Broken light can above main stairs Service Work 8 9 00 Street address on garage does not light Project Whittle Lands Buyer Cheryl Coswell Lot BIk 14 1 Street Address 5010 Jefferson St Phone 619 227 0471 Service Work Two fixtures do not work Service W2. i Fes O 0611 KRINN KNNNA f Coached latchen eshit doa Carpet soam choos n Landy ream Psrtnsned niteper Lot info te Gwnes hick Potio E Bashpires Elaine fH Gekbtis Ryan Hamnek Loyd Contact Paper Management Screen Edit address Counter The Buyer s identity can be displayed as name phone legal description or address by clicking on the appropriate button Icons are available in the windows for Claims Claim Items and Claim Item Details to mark them as Completed permit editing delete them or create new Claims Print or fax transactions by clicking the appropriate icon Click the Show Complete box to show or hide completed transactions The Counter summarizes the Total Open Completed Claims Warranty Advisor User Manual 05 5 2000 Page 3 P O Box 371142 Las Vegas NV 89137 1142 702 223 2300 Fax 702 243 5500 www PCAdadvisors com ae Warranty Advisor OF X File Edit Yiew Navigation Setup Reports Tools System Window Help ananty Management 0 Show Completed es a eT 7 0 Citem EE 2427 0707 2000 07211 2000 4 0710712000 2522 0807 2000 08 0NZOOO 0852000 7 Atsxyzi Nadar E Agexyz Jon E Almxyzarez Omar E Andxyzon Stephen E Arnxyz Angela Astxyz Meni E Atkxyz Jeri amp John Banxyz Robert E Bauxyz James CSREQ 1i 0808 2000 APPTS MADE FOR 8M5 oy d 7 Claim Items Show Completed P see blue
3. a A Finance and Technology Advisors The Warranty Advisor Introduction The Warranty Advisor is a customer service program designed to help builders provide superior customer service It gives Customer Service Managers the ability to Find all of their buyers from a single screen Identify the buyer by name address legal description or phone number For each buyer chose to see all of their customer service requests or only those that are open Track customer service requests at three levels o Individual customer service Claims such as walk through lists letters faxes telephone calls and emails o Claim Items track each item on the walk through list letter etc o Claim Item Details represent the specific Purchase Orders Back Charges Work Orders that are issued to complete a claim item Report customer service activity including o The number of new and completed requests for any period chosen such as last week last month last year o The number and aging of open activity Summarized by project subcontractor or service rep o The ability to create their own custom reports Automate the issuance of customer service documents including faxing of customer service work orders purchase orders and back charges Learn the system in less than three hours When the program is opened the user is taken to the main screen of the program shown in Figure 1 on the next page Typically the Customer Service Manager spends most of the
4. including tabulations of the number of open and closed requests and the activity for a specific period Most importantly the user is able to easily create reports thus eliminating the need for custom programming P O Box 371142 e Las Vegas NV 89137 1142 702 233 2300 Fax 702 243 5500 www PCAdvisors com The Warranty Advisor Sample Reports Table of Contents INTRODUCTION An introduction to the Control Panel and the definition of terms used in operating the system TRACKING CUSTOMER SERVICE An introduction to the controls available on the control panel WARRANTY ADVISOR CONTROL PANEL A view of the control panel from which the following sample documents were created STATUS REPORT Summary of Customer Service and Walk thru volume of activity and aging of transactions OUTSTANDING CLAIM ITEM DETAILS Summary of open work orders by subcontractor including age of work order and target completion CUSTOMER SERVICE APPOINTMENT BOOK An example of a custom report created by the user with the Warranty Advisor Report Writer WARRANTY CLAIM Example of a Customer Service Request created by the program WORK ORDER Example of a Work Order issued to a subcontractor OUTSTANDING CLAIM ITEMS BY CUSTOMER SERVICE REP A report of open work for each rep organized by project and buyer Option Advisor Sample Reports 10 26 00 P O Box 371142 Las Vegas NV 89137 1142 702 233 2300 Fax 702 243 5500 www PCAdvisorsLLC com ADVISORS
5. Dablutfs Broussard James Byers Rex Cate Marilyn Caldwell Robert Campbell David Di Cenrtwell Rart AA eae Figure 1 The Main Warranty Advisor Screen The Warranty Advisor is split into the four windows shown above in Figure 1 e Buyer list e Claim list e Claim item list e Claim item detail list The example shows the buyer named Arko has a Claim made by telephone for an emergency plumbing leak The claim involves two Claim Items the plumbing and a related electrical short The first claim item for the plumbing leak has resulted in three Claim Item Details they are work orders issued to subcontractors for carpet painting and electrical Program setup begins by creating lists of buyers subcontractors claim types problem codes trade types room ID s project names and more After setting up these lists the user can begin transaction processing the recording of Claims Claim Items and Claim Details Warranty Advisor User Manual 05 15 2000 Page 2 P O Box 371142 Las Vegas NV 89137 1142 702 223 2300 Fax 702 243 5500 www PCAdadvisors com Tracking Customer Service Requests The Warranty Management screen shown below contains several controls that are used to manage customer service requests ____Perform these actions on a Claim __ New Edit Delete Complete i Show Closed Identify the buyer by Phone a Wai wo omna WARS 1 P Tee coool DNIA
6. Problem Description YES 002 Damaged BATHMS Carpet Ed 111 scratch in tub Coordiante sch with painter YES 003 Work MSTRBD PAINT IN 111 paint amp drywall t u see blue tape Please meet super to discuss quality expectations YES 008 Work House FRAMING 111 adjust throughout NO 010 Expect House buyer 111 screen amp service entire house Work examined by super and door company Acceptable craftsmanship YES O11 Damaged LNDRY TILE 111 see blue tape rubber baseboard Tile installers scuffed baseboard Warranty Advisor Copyright 1999 by PC Advisors LLC REPORT DATE 10 26 00 Printed Date 10 26 00 http www PCAdvisors com 702 233 2300 FILENAME OSRPTCLMCIM FRX PAGE 12 Outstanding Claim Items by CS Rep by Project George Harris PHONE 592 8182 Project Whittle Lands Phs Lot Blk 2 14 1 Plan Elev Willmingto A Street 5010 Jefferson St Close 7 12 00 Warr Exp 7 12 01 Buyer Co Buyer Cheryl Coswell Lester Barrett 619 227 0471 Best Time to Contact Afternoon Warranty Item Ref Problem Code Room Problem Trade Item Completed Days OS Problem Description YES 1 Mtlwkm MSTRBD DOORS 80 1st bdrm glass french doors do not meet together when closed nor do they stay closed no latches 2nd bdrm french doors do not line up to latch Super to inspect before and after repair then tour production jobs with subm YES 2 Work KITCH CABINETS 80 Porcelin sink is showing
7. missing PWDRBA PLUMBING SILVERSTA 08 14 2000 Contiem part prior to call 1 1 0 Bruxyztt Harvey adjust throughout House FRAMING BRAVO C0 1 1 0 E Camxyzind John H tub amp shower thu grout throughout House TILE TILEMASTE 08 14 2000 Coordinate withcabmetpeople 1 1 0 Carxyzl Greg screen amp service entire house House buyer Buyer H Work exammed by super and d 0 0 0 0 0 0 F B A A S amp Claim Item Details i5 n E Page 4 Status Report REPORTING PERIOD FROM 1 1 00 TO 10 25 00 Aging of Pending Claims Items Aging of Pending Claims Items Project Name Avery Heights REP l Kim Mcaughlin l John Morris Jim Leslie l Gary Ginther l Darcey Rizzo l Ken Gould Jim Leslie E R ET EURA Kim Mcaughlin John Morris Jim Leslie Warranty Advisor Copyright 1999 by PC Advisors LLC REPORT DATE 10 25 00 Printed Date 10 25 00 http www PCAdvisors com 702 233 2300 Clim Claims Itm Claim Items FILENAME RPTSTATUS FRX Page 5 Status Report REPORTING PERIOD FROM 1 1 00 TO 10 25 00 Customer Service Orientations Walk Thru Aging of Pending Claims Items Aging of Pending Claims Items Homes in Received Completed Pending Project Name Warranty Tim Holtz
8. patching has been done on some not all We still have not had our exterior walk thru Ext lights no sensor has been installed amp the light is not working Garage door missing window Stucco amp Interior paint damaged walls from tile being repaired amp molding above door wall damage Wall going upstairs large hole near base A C unit is broken does not work Along the kitchen poolside does not work No light fixture under cabinet next to refrig Grading problems sprinkler unit is leaking opening in window hole in the wall of window sill upper middle window upstairs bath space around sink pipes Please seal around dwn powder rm space around sink pipes Please seal around cracked counter top tile by sink in master bath Drawer in make up vanity of master bath hits counter top when trying to open The drawer is scratched Cold water faucet very loose at turn spout caulking all sink areas Big gaps exist where water could seep down Cracked floor tile at the corner of the kitchen island Page 8 Warranty Claim Advanced Builders Work Order Sheet Customer Service Rep PO Box 371142 George Harris 592 8182 Los Gatos NV 89137 702 233 2300 Fax 702 243 5500 Property Information Claim Information Project Whittle Lands Type CSREQ Reference 2522 Phase 2 Lot Blk 14 1 Plan Elev Willmingto A Recv d 08 07 00 Street 5010 Jefferson St Appt 08 15 00 at 11 00 AM Sunnyvalle NV 89117 Comp Clos
9. tape rubber baseboard LNDRY TILE TILEMASTE Tile mstallers scuffed baseboard phomb fixture leaks at deaininsmk LNDRY PLUMBING ALLWESTP 08 14 2000 ext stucco amp paint entire house House buyer Buyer 08 14 2000 Beyond scope of normal work E3 Casxyz Michelle D Chapman Jenniter S Chaxyz Jill Chixyz Kathie Choxyzsh Jerry amp Marsha Colxyzs Karin Conxyzl Howard J Cooxyz Jr Charles age Corxyz Melode 0 00 Jercy B s Tub Refinishing 702 645 1127 07 25 2000 Problemis actually a chipped sink per warcanty rep Coswell Chery 0 00 The Masters 702 798 7070 07226 2000 i Tiles broken around hot water handle Buyer Coswell Cheryl Project VVhittle Lands Street 5010 Jefferson St Phone 619 227 0471 Lot BiPhs 14 1 2 Closed 07 12 2000 Warranty Exp O71 2 2001 CouxyZz Robert Bigxyzw William Chapin Pee FE Sct Sei 0811412000 Coordinate wnth other trades bi iy r Bilxyz Lisa scratch intub BATHMS Carpet FLOORTOPL Coordiante sch erth painter 1 1 0 Blaxyzard Thomas paint amp drywall tha see blue tape MSTRBD PAINT IN ISTPREMIE Please meet super to discuss qu 2 2 0 Braxyz Thomas Tie needs paint outer lip ENTRY TILE TILE MASTE 08 14 2000 Possblyneedstiereplacement 1 1 0 a SS aie de Be fireplace glass chipped FAM Carpet FLOORTOPI 08 14 2000 1 1 0 amp Brixyz Richard chips in counter tile BATHMS TILE TILE MASTE 08 14 2000 Review other baths wih super 1 1 0 9 Broxyz T J plumbing handle
10. Approval C S Representative Date Date Warranty Advisor Copyright 1999 by PC Advisors LLC Printed Date 10 25 00 http www PCAdvisors com 702 233 2300 Page 9 Property Information Claim Information Project Whittle Lands Type CSREQ Reference 2522 Phase 2 Lot BIk 14 1 Plan Elev Willmingto A Recv d 08 07 00 Street 5010 Jefferson St Appt 08 15 00 at 11 00 AM Sunnyvalle NV 89117 Comp Closed 07 12 00 Walk Warr Exp 07 12 01 Claim Item Description 7 W Comp 08 1 4 00 Location EXTER Category ELECTRIC Owner s Approval Trade Aristotle Electric Initial amp Date Ext lights no sensor has been installed amp the light is not working Claim Item Description 8 W Comp 08 1 4 00 Location GARAGE Category WNDWSCR Owner s Approval Trade George Initial amp Date Garage door missing window Claim Item Description 9 W Location Category Owner s Approval Trade George Initial amp Date Stucco amp Interior paint damaged walls from tile being repaired amp molding above door wall damage Wall going upstairs large hole near base Home Owner Approval C S Representative Date Date Warranty Advisor Copyright 1999 by PC Advisors LLC Printed Date 10 25 00 http www PCAdvisors com 702 233 2300 Page 10 Advanced Builders Service Work Order 1235 PO Box 371142 Date 08 13 00 Los Gatos NV 89137 702 233 2300 Fax 702 243 5500 Customer Service Coordinator Customer Service Representat
11. Df ADVISORS y a T Finance and Technology Advisors The Warranty Advisor Sample Reports Option Advisor Sample Reports 10 26 00 P O Box 371142 Las Vegas NV 89137 1142 702 233 2300 Fax 702 243 5500 www PCAdvisorsLLC com The Warranty Advisor This Customer Service application is designed to automate the creation tracking and reporting of customer service requests The user is able to see a list of all homes ona single screen Simply select a home and the screen will show all of the warranty requests or only those that are open for that property As the users selects a particular warranty request the screen will also show each item listed on that request In addition a third window simultaneously shows every work order related to that specific item The bottom line one screen shows the entire record of warranty activity for all of the homes The same window also shows a count of total warranty requests per home the number closed and the number remaining open The user enters service requests including information about the nature of the problem the trade responsible the sub contractors involved in the repair and contact allows logs with the related dates From this entry the work orders are issued and faxed automatically to the subcontractor and the builders warranty representative The program includes a number of pre formatted reports used to track warranty requests by project and warranty representative
12. ed 07 12 00 Walk Warr Exp 07 12 01 Owner Contact Information Owner Cheryl Coswell Co Owner Lester Barrett Address 8010 Dark Hollow Place Sunnyvalle NV Phone Fax 619 227 0471 Additional s Cell 521 1282 Best Time To Contact Afternoon Claim Item Description 1 W Location MSTRBD Category Mtlwkm Owner s Approval Trade DOORS Avanti Door Group Inc Initial amp Date __ 1st bdrm glass french doors do not meet together when closed nor do they stay closed no latches 2nd bdrm french doors do not line up to latch Claim Item Description 2 W Location KITCH Category Work Owner s Approval Trade CABINETS Capital Cabinets Initial amp Date Porcelin sink is showing rust spots Claim Item Description 3 W Comp 08 1 4 00 Location MSTRBD Category Mtlwkm Owner s Approval Trade ELECT Aristotle Electric Initial amp Date Two fixtures do not work Claim Item Description 4 W Comp 08 1 4 00 Location Category Owner s Approval Trade George Initial amp Date Water heater no temp regulator has been installed Claim Item Description 5 W Location KITCH Category Owner s Approval Trade George Initial amp Date Base trim on island needs to be replaced on walk list also Claim Item Description 6 W Comp 08 1 4 00 Location EXTER Category Owner s Approval Ext cracks patching has been done on some not all We still have not had our exterior walk thru Home Owner
13. ir time in this screen from which the customer service function can be seen from an overview down to the detail of individual transactions Warranty Advisor User Manual 05 15 2000 Page 1 P O Box 371142 Las Vegas NV 89137 1142 702 223 2300 Fax 702 243 5500 www PCAdvisors com Warranty Management W Adams Martha E Allred Darlene Wakra 0000001 04 30 1999 it E 7 Must compl b4 target a NOO001 01172000 i H tt i Emergency plumbing leak Fax 0000001 06215 1999 06 16 1999 06 18 1999 gent losing plant ntl Baber James Backus Sergio Bailey Richard VV dek o Cee F Seton Baker Ross Bales Ellsworth ed Ea E RR T a E Plumbe i Ai Sees room ceiline Salhi Drywall EAD wa tt Drywaller nailed hot 3 Balfe J EN SE 2 TL Drywall Didgroombghtfixture shorting BARI Drywall GldnDryl T Duetophnb leak 22D Balfe May Lynn Ballard Randy Barmore Curtis Barnesvhick Pablo Bashpines Blaine Bebluffs Ryan Bennecke Lloyd Benson Jeff Betton T Shane penis aS Bond Clair Boswel Ross olex show Completed Brady Gerald wo 1001 125 35 Creative Carpets 555 6589 01242000 it tl Pullup carpet im master bedroom and dey Braswell Gary wo 1002 71 00 White House Painting 555 1597 01 31 2000 i it Repaint masterbedroom vanity wall Bromley Clyde Wo 1003 0 00 Acme Electric 555 1234 01 31 2000 tt tf Check out dining room light facture tor water Brothers Dorleen Brouillette
14. ive George Harris 592 8182 Rep SianOff Issued To Property Information Aristotle Electric Project Whittle Lands PO BOX 35726 Phase 2 Lot Blk 14 1 Plan Elev Willmingto A Street 5010 Jefferson St Sunnyvalle NV 89133 Sunnyvalle NV 89117 702 731 5024 Fax 702 395 2744 Closed 07 12 00 Walk Warr Exp 07 12 01 Owner Contact Information Owner Cheryl Coswell Co Owner Lester Barrett Address 8010 Dark Hollow Place Sunnyvalle NV Phone Fax 619 227 0471 Additional s Cell 521 1282 Best Time To Contact Afternoon Claim Item Description Two fixtures do not work Location MSTRBD Category Mtlwkm Trade ELECT ARISTOTLE Recv d 08 07 00 Covered by Warranty Y Claim Type CSREQ Reference 2522 Service Work Order Description Check fixture and installation work Scheduled Accounting Code Complete By 08 25 00 Amount Subcontractor Comments Home Owner Approval Subcontractor Date Date Warranty Advisor Copyright 1999 by PC Advisors LLC Printed Date 10 25 00 http www PCAdvisors com 702 233 2300 Page 11 Outstanding Claim Items by CS Rep by Project George Harris PHONE 592 8182 Project Whittle Lands Phs Lot Blk 2 14 1 Plan Elev Willmingto A Street 5010 Jefferson St Close 7 12 00 Warr Exp 7 12 01 Buyer Co Buyer Cheryl Coswell Lester Barrett 619 227 0471 Best Time to Contact Afternoon Warranty Item Ref Problem Code Room Problem Trade Item Completed Days OS
15. ork CSREQ Ext lights no sensor has been installed amp the light is not working Service Work CSREQ 8 13 00 8 25 00 73 Check fixture and installation work Two fixtures do not work Warranty Advisor Copyright 1999 by PC Advisors LLC REPORT DATE 10 25 00 Printed Date 10 25 00 http www PCAdvisors com 702 233 2300 FILENAME OSDETIALLIST FRX Page 7 10 25 00 Date Time Buyer Name Service Rep George Harris 8 15 00 11 00 AM Cheryl Coswell 8 15 00 11 00 AM 8 15 00 11 00 AM 8 15 00 11 00 AM 8 25 00 11 00 AM Jennifer S Chapman 8 25 00 11 00 AM 8 25 00 11 00 AM 8 28 00 9 00 AM Steven Jankowsky Service Rep Jim Leslie 8 7 00 09 00 AM Kemin Tsuxyz 8 7 00 09 00 AM 8 7 00 09 00 AM 8 7 00 09 00 AM 8 7 00 09 00 AM 8 8 00 09 00 AM Gary Herxyzld 8 8 00 09 00 AM 8 8 00 09 00 AM 8 8 00 09 00 AM 8 8 00 09 00 AM Ref 2522 2504 2403 2402 Item 1 001 002 003 004 005 001 002 003 004 005 Service Rep Appointment Book w lt lt lt lt lt lt lt Sub George Aristotle Electric George George AAA Heating amp Air Aristotle Electric Aristotle Electric Brad Sneed KH Landscaping Jim Mortimore Jim Mortimore Jim Mortimore Jim Mortimore Mustang Tile Canac Executive Plumbing Creative Solid Surfaces Home Centers Inc Receive Target Date 8 7 00 8 17 00 7 24 00 8 25 00 8 25 00 9 1 00 6 28 00 7 6 00 Description Ext cracks
16. rust spots Possilble to repair scratches YES 5 KITCH 80 Base trim on island needs to be replaced on walk list also YES 9 80 Stucco amp Interior paint damaged walls from tile being repaired amp molding above door wall damage Wall going upstairs large hole near base Warranty Advisor Copyright 1999 by PC Advisors LLC REPORT DATE 10 26 00 Printed Date 10 26 00 http www PCAdvisors com 702 233 2300 FILENAME OSRPTCLMCIM FRX PAGE 13
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