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USER MANUAL

1. oooooooooccccooncconncccocncooo 54 41 1 1 Material selecto Mininiai NEE a aia a ii 54 4 1 1 2 Delivery Type Selec Uom eria a io dois 55 4113 Express charges in WOMWEB 00 ae 55 4 1 1 4 Invoice proposal form with Express Charge ooooccoocccooocccoocccnoncconononononanonanonononononanoncnancncnancnnons 57 4 1 1 5 Delivery address selection o ooooocooocccooocncooonncooonnconnnnconnnnononnncnnnncnnnnncnnnnnnnnnnnnnnnnnnnn nn nano nn nann nacos 57 4 1 1 6 Order COMPU OM ceric ores sce desea u O 58 Alt Orden BT 5 eee mere nee re T eC sea 60 41 2 USING Spares OF OWN SUCK resi u ee eine ee ee 62 4 1 3 Ordering High availability parts 4h Service Packs ooooocoooccooocconoccoooccnoncnoonncconcnnoncnonncnnannnons 63 A A E ee ee eee eee 63 41 32 Pants REUN cco csi ata bad 63 4 1 4 Belated additional Ordering oocooooococooocccooocnconocncononoconononononononnnnconnncnnnnnnnnnnncnnnnnnnnnnnnnn nn nono nnnann nacos 63 4 1 5 Single Login to FTS Spare Parts Porl l u u sehn a ete ees 64 0 Ysersellingsz rn ns 64 4 1 5 2 Spares services ee dot alte ala ado 66 4 1 5 3 Delivery priorities in Spare Parts Portal oooooocnnoccccnooocnncnoncnocononcnnononcnnnonnnnocononnnnononnnnnnns 66 4 2 Repa POCOS ia 68 4 21 Repair Sstafled een nie 68 4 22 Repair successiul asznss ae 69 4 2 3 Repair failed c
2. a a H a Overview Technical question Call Date Workorder Partner call number Current Status Detail Views L Ersin 04 05 2012 995003693439 ClaimAcceptedByVC Call Translation Tool pea Name Product ECS Messages a nolay Solutions Kandziora Georg YKDT049995 2H214 Customer Export Division E E Produ Response Time repair time Date of Carriage 48 0 pee ene en ay een Bringin Bringin gt gt WCM News gt gt DIFS for WCM gt gt Spares gt gt Reports gt gt Settings gt gt Customer gt gt Help Spares order Workorder History System History gt Invoice CURRENT VIEW CALL C Search for Workorder Serial Workorder Serial No Condition Symptom Action 2 Sporadic H Hard disk 4 HW Repair with Spare 2 Noise Vibration i 1 Hard disk internal Problem Description asdfasdfsadfsadf Hard Disk exchanged Line Items Material Material number Status Total Order No 34003251 Proposed 1 8006605323 34003251 Confirmed 1 8006605324 34003251 Confirmed 1 8006605323 34003251 Despatched 1 8006605324 34003251 Despatched 1 8006605323 1 1 1 1 A 8139711198 8139711197 34003251 Returned 8006605324 34003251 Returned 8006605324 34003251 Returned 34003251 Returned osas ala 20090000 8006605323 Total price 1 51 00 EUR Service Operations Issue May 2012 WCM WE
3. If the field service display in the user settings is maintained accordingly the return code can be displayed in the Work Order Details as well Article Code Actions Cr der hoy t Edit account settings Status Edit field service display Order Mo RET Mo Keephtaterial SUpervisor Return ype Edit linetems display Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 87 127 FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout Actions t Reset To claim 3 WCM Workorder Detail Field Service Current Status New Comment Toclaim Product ECS YKFTO10144 162 4 Date of Carriage DIFS Code Workorder 995002135562 Hame H Technical question Call Date Partner call number ie Ersin 07 07 2009 t Edit Reference Number Customer t Print workorder H Translation Tool t Refresh page gt ICM Mews DIFS for Wich Response Time repair time L Detail Views Service Type Customer Call OnSite with preclarif 43h pert Service Type SP gt gt Spares Onsite with preclarif 45h pert gt Reports Settings Customer gt Help Line tems Condition 1 Always during processing Symptom G General Action 4 HA Repair with Spare E z Will not switch on LED mot lit M Other Messages t Customer Product t Spares order t WWorkorder History System His
4. 7 3 Select Action Code O defective spare Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 77 127 rufrsu es Home Support Logout Y WCM Service Calls Assigned m I Feel Sevice Workorder SP Ref Seriaine E ar chats Technical question i Ersin Workorder gt Serial No gt Customer gt Date gt Hi Status gt ECS gt SE Translation Tool No Workorder found Requested 0 m i Export new workorder Fujitsu Technology Solutions et 23 e WOE News new workorder 3 gt gt DIFS for WCM FUJITSU gt gt Spares n YKDT049995 e gt gt Settings y gt gt Customer Information gt gt Help Condition Symptom Action Error Code PAIR amp Error Code System Fujitsu Technology Solutions Bi ECS Plus DIFS Code Action 0 A Battery Accu 0 No Defect Found Functional Check only E B Board Ram intemal lO 2 Electrical mechanical refitting e g Jumper cable 2 C Communication extemal IO X 3 Ship customer replaceable unit CRU a 3 D Display Video 4 HW Repair with Spare Problem Description 4 E Removable drives changer 6 System exchanged 5 C BIOS Airmware update B F service partner reference 8 number 9 order spares a E 0 No function audible detectable 1 Hard disk is not recognized 2 Noise j 3 Write
5. As the WCM order process is based on early decisions about the Service Type accepted as warranty case the negotiation process is the exception not the rule The validation status of each Work Order is reported in the status screen ClaimMovedtoVC included in status Validation Centre After spare part return has been received physically at Spares Return Spares Return Centre Work Order is forwarded to the Validation Centre t Requested 0 Rejected 5 t Assigned 12 ClaimRevisedByVC included in status VC Revised Claims FUJITSU Validation Centre has changed the claimed Service Type After revised claim is accepted by Service Partner the status will change to ClaimAcceptedByVC in status Claims accepted Open 18 In Progress 55 ClaimRejectedByVC incl in status VC Rejected Claims FUJITSU Validation Centre rejected the claim completely lf a rejected claim is accepted by you the status will change to Cancelled ClaimAcceptedByVC incl in button Claims accepted If the Validation Centre did not change something but accept the claim it will be paid with the next invoice summary lf you answered to a rejection or comment of a VC decision the Work Order can be found in Replied to Validation Center After final agreement the Work Order will be placed in the adequate status section and has to be accepted by the Service Partner In general When browsing through the Work Order
6. Quit Call Gate Werkorder Partner call namer Curroni Llacuna e rw unreal een Prose 1 Tothim Edt Reterence Member Cwaboitenr Harta Product ECs e Prin wrorkorcder 1 L E Berl l ET ET u el hi i Fertig Fin Sanne AA KOTHA ra Refresh page Response Time repair teme Date of Carriage CaF S Code 2a N Service Typo SP Service Type Customer om Onde 24h performance Orbe 24 petora sc Ge ob ri n LO Catia Vara L F Cuore CURRENT WV CALL f j HF Frau E Spares cere ECS e lorie Hory Comdit on Sania 3 Under high Load varies After the Work Order was 2 Noa Vir rss Claimed Express Charges are registered in a separate MD Search for Workorder I Serial i Gr ber Hairy rei Problem Description i EDO dali did bad erh line item in the Work Order MUZE details as SERVice material Solul Fi seirare Lane M ma arterial 14005579 1 Proposed 1555074 Center SERVIA l Con tiered Beck Teg Frlunes 10005979 Retumnes FLATRATE i 105 20 CUR Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 57 127 FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout 2 Workorder Detai i Field Service Overview Call Date Workorder Partner call number Current Status a cdi 16 09 2009 995002281264 ClaimAcceptedByVC rn Product ECS i Technical
7. The connection is active from now on Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 14 127 2 2 Edit field service display To change the view of the field service you can do the set up in settings as well with using button lt edit field service display gt FUJITSU THE POSSIBILITIES ARE INFINITE edit field service display Edit field service display Column Column Column Column Column Column Column Call Number Mo allocation VY Workorder Preview Serial No Product Workord Company Customer S350000000 Customer Company al i al Company Customer Status Call Number Testtirma 1 01 01 2006 46 Mylnernalfir Requested Customer ST Town Country 2 3 Edit line items display To change view of line item list you can do the set up with button lt edit line items display gt New Return type RET No Return number and Keep material FUJITSU THE POSSIBILITIES ARE INFINITE edit lineitems display Darstellung Ersatzteilliste ndern Column Material number Column Total KJE Column Status Column Order No i Column RET Mo A m RJR Column Column Returntode 0 4 TM h e U K 3 Column Keephtaterial bo allocation Material number Article Code Preview Linettems Material Material ni RET Statu
8. gt gt Reports Settings gt Customer Workorder History Start Procedure 10 03 2009 09 00 00 Requested 10 03 2009 09 02 49 E Open gt Help 03 09 2009 18 03 21 Awvaitinglmmediate Action 15 09 2009 11 45 54 2 ContinuevvOHandling CURRENT VIEW WORKORDER HISTORY Mn Comment Awaiting Immediate Action Continue 440 handling until 07 10 2009 Otherwise WO is cancelled Product Continue VWorkorder Handling with last Status ContinuevvOHandling t Spares order Actions Repair started Partner call number Current Status t Update service type t Order parts t Change status t Appointment arranged Open Product ECS YKKROO4689 10121 Cancel Workorder Date of Carriage DIFS Code 12 03 2009 Service Type Customer Collect amp Return Mew Comment Edit Reference Number Print weorkorder Refresh page t Update Return Address L Detail Views Call t Messages t Customer t WWorkorder History If the Service Partner does not reactivate the Work Order it is cancelled after 20 days With the reason Not processed by SP Work Orders cancelled in this way are recorded in action cancelled Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 105 127 5 Claiming and Invoicing After repair has been finished successfully call can be claimed For service calls with agreed performance the
9. Email Address te Spas Subject Reports Email Text gt gt Settings ee Customer Help Frequently Asked Questions E Manuals attachement Hame Company Phone Fax repair scope Dear Wih Team according to the local FTS Service Manager the repair scope was adjusted already However still have problems to open a call for Amilo Notebook Details ple find attached Best regards Test User 2 E Direc load WCM Support will answer on the e mail account you entered in the first line Default is taken from the data registered in the WCM WEB settings of the SP Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 12 127 2 Registration Settings Each WCM session begins with login You will need to have your user ID and your password available when starting WCM WEB New users will receive their access data from the local FUJITSU Service Partner Management FUJITSU THE POSSIBILITIES ARE INFINITE REM Login ES Login ca ls Service PartnerlD Translation Tool Password _ Related Downloads entry info English Forgot your password As WCM WEB is linked with the Spare Parts Portal to have the possibility to order spare parts directly in WCM WEB you should enter your Spare Parts Portal login data to ease order tracking purposes For these entries select section Settings here you can find all personal settings FUJITS
10. DIFS Code Schork Robert YKOB 46657 2HX14 i Export VAC News DIFS for Wich Spares Keep Material service Type SP Service Type Customer Cancel Workorder t Hew Comment Bringln Bringin Reports Edit Reference Mumber Settings Print weorkorder CURRENT VIEW CALL Customer Refresh page Help Condition Symptom Action 2 Sporadic H Hard disk 4 AV Repair with Spare X Other 1 Hard disk internal C Detail Views Call t Messages t Customer Product t Spares order Problem Description Ihasdifhajfhajhfaikfhlakjfhajfhijh eA Line tems Material t System History e Invoice Material number Total Status Order Ho RET Ho RET ReturnCode KeepMaterial 88037472 3 Pr d E ERES bel O C Search for Workorder Serial 88037472 5 Proposed 8004649065 L 84002184 1 Proposed 5004649064 O O wor Id 34002184 1 Confirmed g004650002 LJ 88037472 5 5004649065 C Adler 84002184 1 ES A LEE L Enter the Serial Mo B 4 1 1 7 Order Details You can see the Spare Parts Portal order number with using Button Spares order marked red or with clicking on the word Confirmed of the concerned material marked green FU ITSU FOE Posi AAE AUFIMATE Home Support Logout WEM Workorder Detail Repar ted m Field Service F Technical question Call Date Workorder Partner call number Current Status en hi
11. L Detail Views Call t Messages information Validation Result 52 Not enough return orders created Customer 5 Missing 3x38008990 138008989 1x38006647 ne Product Spares order CURRENT VIEW CALL MS Workorder History System History Condition symptom Action Invoice 2 Sporadic H Hard disk 4 HW Repair with Spare 1 Hard disk is not recognized i 1 Hard disk internal Search for Workorder Serial Workorder Serial No Problem Description test CR ToclaimError with detailed MATR Enter the Serial No Solution 12342342343242341 Line Items Material Material number Total Status Order No RET No 36006647 2 Proposed 30006989 1 Proposed 30008350 3 Proposed 36006547 1 Returned 8137127274 Labour Materialnumber Status Total lf the material is not returned kept by customer or kept in own stock please set the keep material flag For details please see chapter 4 5 1 Customer keeps material and 4 5 2 Own stock material kept Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 108 127 5 1 3 Validation process The agreement process may encircle some iteration and is based on communication with the FUJITSU Validation Centre or Service Partner Management contacts See chapter 5 1 4 Rejected or revised Work Order Accept Final Approval by FSC Country Mgr Claim OK Claim Fr Negotiate Decision Send iR to SP Accept Decision
12. O34 or 7 i DE Ship to addresses dde 33100 60199 lf the Spare Parts Portal Frame is used for warranty calls the return order has to be advised in WCM WEB or Spare Parts Portal separately and the related order number is to be entered manually 1 Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 68 127 return order FUJITSU THE POSSIEILITIES ARE INFINITE Complaints go to Warranty or GoodPart Returns All neccessary Returnorders have allready been created or no spareparts have been ordered Input field for DoA WPIB and WDel Complaints Order Ho Material number Return Material number Total DoA WPIB Mel Mote If you leave the field Ordernumber empty then automatically a suitable purchase order will be selected Otherwise you can consequent enter a Order Mo then the return will be matched exactly with this purchase order Attention A return order will be created regarding to the selected Material and its Amount 4 2 Repair Process 4 2 1 Repair started lf the spare part is available the repair process can be started First step is to manually change the status into Repair started open the Work Order Detail Actions Repair started FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout Ol Actions Repair started Update service type 5 WICM Workorder Detail gt Field Service
13. Order Ho Return Material number fo 000000000086037843 Input field for DoA WPIB and WDel Complaints Order Ho Material number Return Material number O pannananogssusre43 000000000058037843 Do WIR Woel Materialnumber delivered according to delivery note Return Material will be recorded by Fujitsu Technology Solutions Note If you leave the field Ordernumber empty then automatically a suitable purchase order will be selected Otherwise you can consequently enter a Order No then the return will be matched exactly WIth this purchase order E Finish Then click on lt Next gt and lt Finish gt As confirmation you receive the following screen return order FUIITSU THE POSSIBILITIES ARE INFINITE Information The request for return orders is placed Check order confirmation 813 in detail views call OOOOOOO0NNS803 7845 Remember If you only mark the little box in front of the description a normal warranty return order is created Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 101 127 4 6 4 Wrong delivery WDel return order FUJITSU THE POSSIBILITIES ARE INFINITE p 100 3206B HITACHI HTS545032884300 SATA Order Ho Return Material number OO00000000401243 S Input field for DoA WPIB and WDel Complaints Order Ho Material number Return Material number SOO460065 7 000000000034024375 ODOD0000000SS037843 Materialnumber
14. Reject from the Actions list FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout F WCM Workorder Detail Bialik i Field Service r Accept workorder gt Technical question Call Date Workorder Partner call number Current Status EEES MINOT L Ersin 18 08 2009 995002281161 AssignedFCO t New Comment Customer Hame Product ECS Edit Reference Number i Translation Tool Pueus en i uitzu Siemens Computers l E t Print workorder i Export GmbH i Kandziora Georg i YRJMOOS008 ox t Refresh page WChH Hews Response Time repair time Date of Carriage E DIFS Code gt gt DIFS for WCM de ver Service Type SP Service Type Customer etall Views Onsite OnSite Call Messages gt Spares gt Reports After clicking reject Service Partners are requested to enter the reason for rejecting this Work Order 3 1 2 Accept Service Call Service Partners who intend to process an assigned Work Order need to confirm this by clicking on Accept FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout HEN Workorder Detail tos Field Service t Accept workorder i Technical question Call Date Workorder Partner call number Current Status P RRECE WO KATUEI i Ersin 18 08 2009 995002281161 i AssignedFCO t New Comment i Customer Hame Product ECS Edit Reference Number Translation Tool J i l Fern a Siemens Computers andziora Georg YKINOOS008 SOKKA P
15. e FCO A keyboard metal plate has to be added according to SB M 09024 in order to avoid that the J key is not responding This FCO does not apply to shipment of CRU parts Material involved 1 34024372 MET KB SUPPORT PLATE 57110 Attention The FCO Material will be added automatically after workorder create This FCO will be ignored in case of CRU The FCO is displayed for information only It does not apply if the required service can be fulfilled by sending the Customer Replaceable Unit to the customer without a technician to be involved i Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 31 127 neu workorder reo Technology Solutions T En es new workorder FUJITSU THE POSSIBILITIES ARE INFINITE Wil WRK 19050 er Serial No E Yk2K071 9050 RE Problem Description Partner call number E Error Code Condition Symptom E 5 During start up P Power Chassis 4 HVV Repair with Spare E O No party voltage X Other Problem Description battery not loading customerwish E CRU repairable Service to be provided at Fujitsu Technology Solutions i CRU repairable expense Delivery address Delivery Comment standard Delivery address microCAT EDW Wertriebs und Software GmbH Daniel Stinner Oberanger 40 42 80331 M nchen Spare Parts Material number Warranty CRU RET ECS FTA quantity BT 2ND BATTERY UNIT 6CELL S3800MAH FUJ CP2651945 O
16. Action Refresh page 2 Sporadic H Hard disk 4 HW Repair with Spare 2 Noise Vibration E 1 Hard disk internal L Detail Views gt Call Problem Description gt Messages asdfasdfsadfsadf Customer Product Line Items Spares order Material Workorder History Material number Status Total Order No 34003251 Proposed 1 8006605323 34003251 We Confirmed 1 8006605324 34003251 Confirmed 1 8006605323 34003251 gt Despatched 1 8006605324 1 1 1 1 CURRENT VIEW CALL MN u 5 System History Invoice _ Search for Workorder Serial 8139711198 8139711197 8139711198 8139711197 34003251 Despatched 8006605323 34003251 ie Returned 8006605324 34003251 Returned 34003251 Returned Labour Material number Status Total price WTY FLATRATE OK 1 51 00 EUR C Adler Enter the Serial No dJREQOOJDORRA Sana 8006605323 5 Repair Successful and To Claim Actions Claim Workorder Repair failed r call number Current Status RepairSuccessful t Update service type ct ECS t Repair successful 49995 24714 Order parts Return order A Ta er gt rT m Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 75 127 U rufrsu a Home Support Logout Ly on Workorder Detail nen Field Service Reset To claim Overview Call Date Workorder Partner call number Current St
17. Georg YK8J101329 2H114 Detail Views Response Time repair time Date of Carriage Call WCM News 0 0 z Messages gt gt DIFS for WCM Service Type SP Service Type Customer Ei gt Customer Bringin Bringin ls Spares gt Product gt gt Reports 2 Spares ori Bes Service Desk Approval Pending KOHL EHEE gt gt Settings Reason HD Approval mandatory Workorder History gt gt Customer Opened by restricted SP System History ES Help Invoice i l CURRENT VIEW CALL MA ECS C Search for Workorder Serial Condition Symptom Action Workorder Serial No 2 Sporadic H Hard disk 4 HW Repair with Spare 1 Hard disk is not recognized 1 Hard disk internal O Adler Enter the Serial No Problem Description The Hard Disk is not activated after sleep modus Line Items Material Material number Status Total price RET LSF OrderNow 2011 Fujitsu Technology Solutions Imprint Privacy policy Terms of use m Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 50 127 3 5 2 2 Event 2 Repeated Repair x day rule This process applies if the repaired system failed again after the Work Order was claimed already If within the frozen zone mainly 7 days the same asset has another or the same failure the repeated repair assistant is opened By selecting a reason from the checklist and entering an explanation the Work Order can be requested
18. So the swap is traceable in WCM The ADLER data of the Replacement SNR takes over the Warranty Data which has been recorded to the defective System Serial Number in ADLER 3 4 2 Process steps A swap only is requested if the Work Order carries a SWAP Flag Then the Claim Update during the To Claim Action requires the additional entry of the Replacement SNR It subsequently is updated in the ADLER data base by the warranty data of the Call Entry SNR In some cases the update of ADLER is delayed as a manual confirmation of the local Service Management is necessary This is the case if the Replacement System SNR is registered in the asset data base ADLER with a wrong Warranty Code e different to FSP SWAP 3 4 2 1 Work Order open The WO is opened on the Call Entry SNR1 Based on the Call Entry SNR1 warranty record the Swap is taking place Even so the Call Entry SNR1 could turn out to be misspelled by the customer This requires an update in the workflow of the warranty claim 3 4 2 2 Replacement SNR2 is the Replacement SNR SWAP of the swapped asset The Replacement SNR2 is entered by the SP or repairer 3 4 2 3 Confirmation of defect SNR As mentioned previously after the repair is done a 3 SNR could take place This is the defect SNR which is identified by the Service Partner or Repair Center managing the swap stock If the defect SNR3 is different to the Claim Entry SNR1 the defect SNR3 overwrites the Call Entry SNR1 The Servic
19. User Phone Fax E mail Your Reference Additional reference Identity Nr Defect Type 1000008000 00000 5 001120 GmbH Germany Webservice WOM 49 0 1805 003 ii 49 0 3634 330 0 spares tujiisu siemens cam TestRob 995001400007 YBCM234345 Material Nr Part Nr Description 38031660 WDC WDS800BE HDD 60GB ATA 7 2K Total Credit VAT not included Return Order Nr 8134353898 RMA Nr DECS134353398 Service Partner Claim Reference recorded n WCM WEB by Service Partner Quantity Credit Price 15T 78 97 EUR 78 97 EUR Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 90 127 4 4 7 Fill return mask in WCM WEB The data for return orders in complaint processes or good part return are prefilled after selecting the return option Example for details see 4 6 below return order FUIITSU THE POSSIBILITIES ARE INFINITE O BT ZND BATTERY UNIT 6 ZELL SG0OMAH f FUJ CP 261945 7 Order Ho Return Material number o004600657 OOOO000O000ssOS9520 0000000000 50 39520 Input Field for Good Part Return or additional used spares Order Ho Material number Total G004500637 OODODOD0000 34024372 GoodPart MaterialHumber Materialnumber according to delivery note Mote If you leave the field Ordernumber empty then automatically a suitable purchase order will be selected Othenaise you can consequently enter
20. delivered according to delivery note Return Material will be recorded by Fujitsu Technology Solutions Note If you leave the field Ordernumber empty then automatically a suitable purchase order will be selected Otherwise you can consequently enter a Order No then the return willbe matched exactly With this purchase order Attention A return order will be created regarding to the selected Material and lts Amount Ol Finis Then click on lt Next gt and lt Finish gt As confirmation you receive the following screen return order FUIITSU THE POSSIBILITIES ARE INFINITE Information The request for return orders is placed Check order confirmation 813 in detail view call OOOOOO0000S803 53 Remember If you only mark the little box in front of the description a normal warranty return order is created Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 102 127 4 6 5 Good part return 4 6 5 1 Good part return order for RET and N parts return order FUJITSU THE POSSIBILITIES ARE INFINITE O BT 2 HD BATTERY UNIT GCELL 35600141 f FUJ CP2461 945 2 Order Ho Return Material number SO0460065 OOOO000000s50395 20 O000000000850 95 20 Input Field for Good Part Return or additional used spares Order Ho Material number SO0460065 OOOOOOO000S40245 72 GoodPart MaterialHumber Materialnumber according to delivery note Note If you lea
21. f Search for Workorder Serial f A gt 2003929 Proposed O Pl 20 Confirmed 2000220246 Enter me Serwisie a SaOOeaES Despatched so0sz2epss Bimazs m L 35002989 Returned guezei y Material number Status Total prce 4 6 2 2 Part Warranty DOA Complaint Order to replace a previous delivery on Standard Order The defect part is to be sent back to the Reverse Logistics Center in S mmerda The delivery note of the replacing delivery for the defect spare part shall be used as part return form and the comment DOA for material order 8000123456 shall be recorded onto it The FUJITSU Spares Clearing Department in S mmerda will check if the warranty for the asset serial number is valid still and create a warranty return order for the DOA part in MIRO The comment the SP noted on the delivery paper DOA for order 8000123456 will be entered into the return order as reference If in the course of the 2 repair due to the defective spare part another warranty reimbursement for travel cost is claimed please open a new Workorder using the Action O in the Error Code without ordering spare parts Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 100 127 4 6 3 Wrong part in box WPIB return order FUJITSU THE POSSIBILITIES ARE INFINITE Description Material number Order Location HDD 12068 S47AMOB S 4K SEAGATE SOT ST 20821 AS OODOOOOO008803 76 43
22. in rubric actions FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout ey Workorder Detail Le gt Field Service Repair started H Technical question Repair failed Call Date Workorder Partner call number 20 03 2009 995002270115 Customer Hame Product po Ersin Update service type Repai ful Translation Tool t Repair successfu Fujitsu Siemens Computers mbH Response Time repair time Date of Carriage DIFS Code Export achork Robert WKBx084717 t Order parts oe WM Mews gt gt DIFS for Wich Return order t Change status t Appointment arranged Service Type SP E Service Type Customer onsite OnSite Spares Keep Material gt Reports Cancel Workorder Settings Hew Comment CURRENT VIEW CALL Customer t Edit Reference Mumber Print workorder Condition Symptom Action t Refresh page A Environment Cold G General 4 Hy Rlepair with Spare 3 System does not boot x Other C Detail Views Help Hint It is not possible to change the status into Repair successful unless it was changed into RepairStarted before The error code has to be confirmed after repair Press edit to enter the error code screen do changes if necessary Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 70 127 repair successful FUJI I THE POSSIBILITIES ARE INFINITE Informati
23. read error defective sectors 4 Poor performance D Driver M Mechanical problem Quit W Waming message X Other 2012 Fujitsu Technology Solutions Imprint Privacy policy Terms of H 1 1 1 ol 7 4 Goto Next without ordering spare parts Accept workorder Fujitsu Technology Solutions DS accept workorder FUJITSU Accept cal Yes No Partner call number 20 characters available order spares E Yes N 7 5 Wait for Approval from Help Desk FUJITSU Home Support Logout E Service Calls he Fi j New vi all incida Workorder SP Ref po Serial No a OS Technical question E Ersin Workorder Serial No Customer Date rt Status E Translation Tool HDApprovalPending Requested 1 RER ia Ex Rejected 0 Assigned 0 gt gt WCM News Open 1 gt DIFS for WCM gt gt Spares gt gt Reports gt Settings Repair successful 0 gt gt Customer To claim error 0 EA gt Help Claim Workorder 4 In Progress 20 Double Flatrate Calls 0 Awaiting Immediate Action 0 Validation center 1 VC Revised Claims 0 Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool 7 6 Fulirsu Page 78 127 Repair Start Repair Successful Claim Workorder Hora upper j Logaal Workorder Detail hora Dura j Logad Workorder Detail
24. A RetumCode2 False ReturnCodes E RetumPariNumber ReturnCode4 ReturnNumber4 ReturnPartNumber5 ReturnReturnable5 ReturnCode5 ReturnNumber5 a EEE A A A RetumPariNumber _ SS O RetumRetumablee oS RetumCodes DAA RetumNumbers RetumPariNumber7 SSS RetumRetumable7 IO EE ee eT EEE BEE A A OOOO ReturnCode7 ReturnNumber7 ReturnPartNumber8 ReturnReturnable8 ReturnCode8 ReturnNumber8 ReturnCode9 N 00 y O RetunRetunableto o y O ReturmCodet0 y O ReturmNumberto Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 115 127 5 2 Invoicing 5 2 1 Overview 1 All Work Orders with the status to Claim will be forwarded for validation and invoicing Precondition is that the return orders for all defective parts are created in Spare Parts Portal and reported back into WCM WEB 2 The defective part is received back at FUJITSU 3 The FUJITSU Validation Centre VC checks the claim a The VC accepts or b The VC rejects or reduces the claim 4 You have to accept reduced or rejected claims or clarify with the VC until you can accept the result 5 The Validation Centre sends the clarified claims to the local FUJITSU claim approver Service Partner Manager 6 The local claim approver confirms Depending on the invoice process agreed in your SP Contract and defined in the WCM master data a credit note is issued automatically or an invoice
25. Blade unit was swapped Work Order open During a claim is opened in WCM WEB WCM checks if the related system can be exchanged completely for break fix i e the system is swappable or not If the system is swappable in the Work Order Details an Additional Information line is displayed to inform the Service Partner the SNR of the defective and the SNR of the replacement system need to be recorded in the subsequent WCM claim process Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 35 127 Va i FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout LEN Workorder Detail U Actions i Field Service Repair started Technical question AA Call Date Workorder Partner call number Current Status 19 03 2009 i 995002270113 Open Customer Hame Product ECS Fujitsu Siemens Computers GmbH l Response Time repair time Date of Carriage DIFS Code Order parts Change status Appointment arranged H Ersin i Translation Tool i Export Kandziora Georg YK6T001709 38114 gt gt WCM News gt gt DIFS for WCM gt gt Spares gt gt Reports gt gt Settings Cancel WWorkorder New Comment Service Type SP Service Type Customer Edit Reference Number Onsite OnSite Print weorkorder Refresh page _ Detail Views Call Messages gt customer gt gt Help Additional Information SWAP SWAP Proc
26. Calls Assigned e Field Service Workorder SP Ref Serial No po RT i Technical question i Ersin Fujitsu Siemens E i 995002281140 KJNOO3007 7 a3 08 2009 AssianedFCO mequested 0 i Translation Tool 9950022781140 KJNO0300 7 Computers GmbH 03 05 2009 0 AssignedF CO er Fujitsu Siemens Rejected 5 p 995002281161 YKJNOO3008 Nu siemens 18 08 2009 0 AssignedFCO Assigned 14 gt gt WCM News Computers GmbH E Assignec 995002281169 DNA4001 001 Fujitsu Siemens 21 08 2009 0 AssignedFCO j gt Open 18 gt gt DIFS for WWCM ce ee ee Computers GmbH Co aes cd e aan i In Progress 55 Spares 995002281170 YKyNoO3021 Fultsu Siemens 21 08 2009 0 AssignedF Double Flatrate Calls 0 Computers GmbH gt gt Reports io Ps Ful su Siemens OE ae ae Awaiting Immediate Action 0 JJZ ZOI ZUS zur UT SUUDO _ 3 DO UDS 40 ASSIGnNedr LU gt gt Settings Computers GmbH 3 Repair successful 16 gt Customer 995002281205 YKJROOIO10 su Siemens 25 08 2009 0 AssignedFCO To claim error 17 Computers GmbH 5 Be An gt gt Help ai Glamane Claim Workorder 68 395002281198 veecoro0001 Fultsu Siemens 25 08 2009 0 AssignedFCO Computers GmbH Validation center 41 ee os meet Fujtsu Siemens ae Fre Apna Gla eS 3995002281201 B2K013003 Computer s GmbH 25 05 2009 48 Ass gnedFC O YC Revised Claims 1 Fultsu Siemens YC Rejected Claims 1 9950022312
27. Details Service Partner may find all possible activities accepting commentate etc in Actions menu on the right side The possible activities depend on the status of the claim t Double Flatrate Calls 1 t Awaiting Immediate Action 0 Repair successful 177 To claim error 17 E Claim Workorder 69 Validation center 41 YL Revised Claims 1 EC Rejected Claims 1 t Replied to Yalidatian center 2 Claims accepted 3 t Cancelled t Closed Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 109 127 5 1 4 Rejected or revised Work Order Double click on a rejected or revised Work Order FUIITSU THE FOSSIBILITIES ARE INFINITE Home Support Logout ES service Calls VC Rejected Claims Ml ise ie Fi j M j Il gt Feld Service workorderssP Ret serie DD ff H Technical question i Ersin Workorder gt Serial No Customer gt Status gt Call Number gt Fujitsu Siemens i Translation Tool 995002270044 YKLGO0284 Uy 10 03 2009 ClaimRejectedBy VC t Requested 0 E i s i Rejected 5 t Assigned 121 oo WICH Mews t Open 15 t In Progress 55 t Double Flatrate Calls 13 Rennts E ee ieee eS i abe A 2r DIFS for WC gt gt Spares to open this claim with all the details The rejection message will be displayed FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout 32 WCM Workorder De
28. In case of the credit like process you have no more action to do The payment from FUJITSU will be received after the agreed time for payment allowed In case of the standard invoice process you can prepare the commercial invoice and send it to the local FUJITSU Service Contact Additionally a text file with all Work Order details is sent out Including e g FUJITSU Work Order and Service Partner reference number Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 118 127 Description of the Work Order detail text file Header Example S SP_Name Position_ID LB S7020 SXGA P M7 Paid_ST Serial Number YBBC008967 MA 1 5 2 4 Commercial Invoice standard normal invoice process The commercial invoice the Service Partner creates must contain the invoice proposal number and the grouping number of the invoice proposal from the pdf file The invoice amount must not differ to the sum in the invoice proposal as all changes on the claims per Work Order are already processed and agreed earlier Rejections or reductions of a warranty claim are only valid when verified with the FUJITSU Validation Centre and must be agreed before the claims are grouped for invoicing All changes have to be recorded in the related Work Order in WCM WEB according to the described workflows See 5 1 4 Rejected or revised Work Order Service Operations Issue May 2012 WCM WEB User Manual Warranty
29. KH e Vertrauensw rdige Sites Gesch tzter Modus Inaktiv After the necessary spare parts are ordered the status is changed to Open No FCO is assigned FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout Workorder Detail O Actions Repair started Field Service Technical question Overview Call Date Workorder Partner call number urrent Status 16 09 2009 995002281268 Open Customer Name Product ECS Fujtsu Siemens Computers GmbH Response Time i repair time i Date of Carriage Update service type Order parts Change status Ersin Translation Tool ha Export WEM News Kandziora Georg YK2K019050 5POX4 Appointment arranged i Cancel Workorder New Comment Edit Reference Number Print workorder gt DIFS for WEM i Service Type P i Service Type Customer CRU repairable i CRU repairable gt Spares rr Reports Settings CURRENT VIEW CALL ie gt r Customer gt Help Refresh page Cl Detail Views Call Messages Condition Symptom Action 5 During start up l P Power Chassis l 4 HW Repair with Spare D No partly voltage K Other Product Spares order Problem Description Workorder History battery not loading Customer System History Invoice Line Items Material Search for Workorder Serial Workorder Serial No Labour Materialnumber Status Total
30. SP Service Type Customer OnSite 45h performance OnSite 45h performance i Technical question i Ersin Translation Tool En WEM News gt gt DIFS for WEM Kandziora Georg YKBW001308 58124 dmca Refresh page O Detail Views gt Spares Reports gt gt Settings gt Customer gt Help Call t Messages Customer Product Spares order CURRENT VIEW CALL ECS Condition Symptom 5 During start up B Board Ral 1 Errormes The status is changed and the FCO stem History 2 Memory 9 information is displayed dorkorder History Problem Description ae arch for Workorder Serial Not enough RAM detected while booting Workorder Serial No Fco Description FCO In case of instable system function sporadic system freeze overheating or similar symptoms please refer to U Adler Support Bulletin SB M 07052 1 prior to swap any parts Please also check the soldering at the heat pipe Enter the Serial No Line Items Material Material number Total Status 34006911 1 Proposed Labour Material number Status Total price WTY FLATRATE OK 1 87 20 EUR As usual subsequently the assigned FCO has to be accepted by the Service Partner again Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 33 127 3 4 SWAP Process For systems like Blade Frame or Monitor the whole unit is replaced dur
31. Sound Audio Security AGP Other on system board Virus removed Operating System reinstallation Connector Jumper re fikting Customer Applicaton support Modification requested by manufacturer Detective Spare Cost estimate Return to customer without Repair Modification requested by Servicepartner Forwarded external Forwarded internal other zo mnm g n o e o 00 y on an eto Mao DDS FE COMI 50050 t Com nmon ml icons O No function recognizable 1 Error message D Driver problem detail in comments M Mechanical problem Ww Warning message detail in comments Other Zoom MD 023 nmn des 4 00 0H ewe oO n e in ih a Direct input of Error Code from technicians is possible when clicking on lt edit gt Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 25 127 new workorder FUIITSU THE POSSIBILITIES ARE INFINITE TKD 5038205 Condition edit 1 Alwayz during processing B Board Ram internal I0 SHAW Repair wih Spare o 1 Error message 1 C PU Error Code ECS Plus DIFS Code low CPU performan ce causes the system to freeze Problem Description 339 characters available service partner reference number L P345 14 characters available Quit E Back Ol Next E Finish Click on button lt Next gt to continue with the spare part ordering process please refer to chapter 4 1 3 3 F
32. Technical question Call Date Workorder Partner call number Current Status 20 03 2009 995002270115 OrderConfirmation Customer Hame Product ECS Fujitsu Siemens Computers mbH Response Time repair time Date of Carriage DIFS Code i Ersin t Order parts t Return order Change status Appointment arranged i Translation Tool Schork Robert YKBXO084717 AGIA des Export gt WCM Mews gt DIFS for ichi gt gt Spares gt Reports Settings Keep Material service Type SP Service Type Customer Cancel Workorcier t New Comment t Edit Reference Mumber t Print workorder gt Customer r Refresh page Help Condition Symptom Action A Environment Cold 6 General 4 H Repair with Spare 3 System does not boot iW Other i MESSANPA _ Detail Views Call Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 69 127 repair started FUIITSU THE POSSIBILITIES ARE INFINITE Change status Change status to RepairStarted Comment Repair started 09 09 2008 Jag H h Choose RepairStarted click on lt Finish gt An information screen is shown that the status was changed click on lt Close gt to shut this window 4 2 2 Repair successful After finishing the repair the Service Call Status has to be changed into Repair successful Open the Work Order Detail and click on Repair successful
33. VIEW CALL ECS Condition 2 Sporadic Symptom K Input device 3 Key stuck 1 Keyboard Problem Description Fco Description Product YK8W001302 Date of Carriage Bringin Partner call number Service Type Customer Action Current Status AssignedFCO ECS 2K314 DIFS Code 4 HW Repair with Spare The status is changed and the eee FCO In case of instable system function sporadic system freeze overheating or similar symptoms please refer to Support Bulletin SB M 07052 1 prior to swap any parts Please also check the soldering at the heat pipe Line Items Material Material number Total Status 34003821 1 Labour Material number Status Total WY FLATRATE CK 1 Proposed 0 00 EUR Page 29 127 L Actions t Accept workorder Reject workorder New Comment Edit Reference Number Print workorder Refresh page C Detail Views Call Messages Customer Product Spares order Workorder History System History Inwoice L Search for Workorder Serial Workorder Serial Ho Enter the Serial No As usual subsequently the Work Order with the assigned FCO has to be accepted by the Service Partner again Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 30 127 3 3 2 2 FCO is of type A1 and the service type is CRU In case the FCO is of ty
34. WEB User Manual Warranty Claim Management Tool Page 124 127 FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout ae service Calls Assigned Boone ie Fi i Mew service call Fick Service eL serie DJ Aa gt Technical question L Erai Workorder gt Serial No Customer gt Status gt Call Humber gt i Translation Tool 995002281169 DMAA0O1001 a 21 08 2009 0 AssignedFCO Requested 2 ee Rejected 9 eT 985002281170 YKUNDO3021 Computers GmbH 21 08 2009 0 _ AssignedF CO nad DIES for ICM 995002281202 i YE2KO13004 0 25 08 2009 48 AssignedFCO esni E E mM In Progress 58 Spares 995002261205 YHJROO1O1O en 25 08 2008 AssignedFCO Double Flatrate Calls 1 gt Reports gt Fuitsu Si Awaiting Immediate Action 0 re 995002251196 veecorooor Fults Siemens 25 08 2008 AssignedFCO Settings Computers GmbH i Repair successful 29 Customer 995002281201 YB2K013003 nen 25 08 2009 AssignedFCO To claim error 17 Help Fujitsu Siemens i Claim Workorder 72 995002281212 YK2KOO1005 Computers GmbH 28 08 2008 AssignedFCO Validation center 42 995002281211 YK2K001004 en 26 08 2009 AssignedFCO FE revised Game tl VC Rejected Claims 0 995002281228 YKJNOO3011 Vollkammer Mike 31 08 2008 AssignedFCO ll as 995002261229 YEMTO18118 Volkammer Mike 31 08 2009 Assigned ii eemiey 2 995002281240 YKJROOSS21
35. Work Order Additional Ref e g Workorder Call No een New Work Order Email Shipment Address someone sample co rr GmbH Phone select create edit Next Miro will update automatically the WCM Work Order by Order Confirmation Dispatch Information and Return Order Number Thus the Work Order can be claimed as usual Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 99 127 FUJITSU Home Support Logout WCM Workorder Detail C Actions Fea Servia H Technics question Cal Date Workorder Partner call member Gare MOTA Type Currora Status P Erw 21 04 2011 YO 12835 Speesir debver Order parts Customer Name Product ECS Return orde Translation Tool Fugteu Technaiogy Solutions Kardrera Georg K2F015477 ZAC Rango status Export Response Tene repair time Date of Carriage DIF S C ode gt Apoowimert erransed plow ne anges een Ve at 595 DES tor WONM Service Type SP Service Type Customer ancet Werkarde i One ree gt gt Soares New Conme gt gt Reporta gt Cae Reterence teunhe Service Desk information i Pryt we ze gt gt Selings Reason Repeated Repar aeyn wee gt gt Customer detect spare part Retesh page i Service Partner Part was excranged bot tated ages 5 gt Help Explanation CURRENT EVE CALE HI a ore Condon Symptom Acon ct e pt a ma e gt esc gt Vor Order a 3 E t i vier ne De
36. a Order Wa then the return will be matched exactly with this purchase order Attention A return order will be created regarding to the selected Material and its Amount Quit Finish return order FUJITSU THE POSSIBILITIES ARE INFINITE 3000M2H 4 FUJ CP261 q45 KK ICI bo a E Murs L L Order Ho Return Material number 004600657 cadndodoanodss 039520 Input field for DoA WPiB and WDe l Complaims Order Ho Material number Total SO04E006S57 000000000050 539432 WPiB Wmel MaterialHumber Materialnumber according to delivery note Note If you leave the field Ordernumber empty then automatically a suitable purchase order will be selected Othenwise you can consequently enter a Order No then the return vell be matched exactly with this purchase order Attention A return order willbe created regarding to the selected Material and its Amount Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 91 127 4 5 Keep material flag 4 5 1 Customer keeps material On line item please mark single spare parts kept by the customer FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout Bia Workorder Detail Jaa j Field Service Repair started i Technical question Call Date Workorder Partner call number Current Status Update service type Le Ersin 19 03 2009 995002270114 SparesinDelivery Order parts x Customer Name Produc
37. accessible under A Warning list check is opened Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 22 127 WCM Web Frame User microCAT EDV Vertriebs und Software GmbH S Sp rel Fujitsu Technology Solutions Xx MET by dy Seite v Gtr gt new workorder e GmbH WCMAccount I FUJITSU YKJRO31422 T New service call Export Monitoring Warning List Name Country SCHNEIDERKESZ WERMELSKIRCHEN WERMELSKIRCHEN umber lt Requested 18 Yes the customer is registered in the sanctioned parties list Rejected 32 No the customer is not registered in the sanctioned parties list Assigned 19 Windows Internet Explorer Open 20 gt In Progress 75 Double Flatrate Calls 2 You have specified that the customer is in the Sanctioned Parties List Awaiting Immediate Action 0 You must not send information to this customer and you must not i aul 467 a Wot Onir Repair successful 46 If you proceed anyway please note that you act on your own To claim error 5 responsibility j gt Claim Workorder 49 This is an illegal act and may cause penalties against You and Your Validation center 9 Company S VC Revised Claims 5 For more information please contact VC Rejected Claims 4 Georg Schmidt gt Replied to Validation center 2 phone 49 821 804 2481 Clai ted 20 email Georg Schmidt ts fuj
38. additional bonus as agreed in the Service Partner will be paid if the successful repair is confirmed within the agreed time Basic benchmark for performance is the customer satisfaction 5 1 Claiming amp Validation 5 1 1 Claiming After you have received the return order number from the system the Work Order may be claimed Please do not try to claim before the part return order is created for each part of this Work Order There are two ways to claim Work Orders for the following Invoicing Crediting 1 Starting from the Work Order Detail using Action Claim Work Order FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout chi Workorder Detail BER Field Service AL Claim VVorkorder Alf Tale Technical question Call Date Workorder Partner call number Current Status PREPS aT 14 05 2009 995002281086 i RepairSuccesstul t Update service type ee el Customer Mame Product ECS Repair successful i Export A SE Kandziora Georg ROBT 45940 5H214 Order parts Return order WCM Mews Response Time repair time gt DIFS for Wich Date of Carriage DIFS Code Keep Material service Type SP Service Type Customer t Cancel Yorkorder gt gt Spares New Comment Bringin Bringin gt Reports Edit Reference Number Settings Print workarder gt gt Customer Refresh page 2 Starting from Repair Successful Action Work Orders with existing Return Orders R
39. and return of the defect part the WO was claimed But the part failed again subsequently 2 Subsequent DOA Repair A new Work Order 995003125350 is opened If this happens in between the frozen zone the Help Desk Approval Process applies as described in Chapter 3 5 2 2 Repeated Repair The Repeated Repair Reason defect spare part is to be selected new workorder FUJITSU N YK2F015472 a System History Call Date Workorder Problem Description Solution 21 04 2011 995003125350 2H214 Hard Disk vibrations HD exchanged Repeated Repair Another workorder for this asset has been created recently Please select the reason for the repeated repair and add an explanation defect spare part Part was exchanged but failed again The ECS error code in WCM WEB must include the Action Code O DEFECTIVE SPARE The Error Description has to be entered with prefix DOA E Error Code System Fujitsu Technology Solutions Condition 10 Fails from initi Battery ways Ic al power on Accu No Defect Found Functional Check only during processing Board Ram intemal IO 2 Hard disk extemal Electrical mechanical refitting e g Jumper cable X Others 5 oradic 2 C Communication etemal IO Ship customer replaceable unit 3 Under high Load Display Video HW Repair with Spare 4 During mechanical adjustment movement Removable drives changer System exchang
40. at the Service Desk new workorder 3 FUJITSU YK 7W014289 System History Call Date Workorder cs Problem Description Solution 20 05 2010 995003121409 2H214 test test test test Repeated Repair Another workorder for this asset has been created recently Please select the reason for the repeated repair and add an explanation Please Select Please Select defect spare part wrong part in box wrong part delivered wrong Spare part proposed wrong Serial number else unsuccessful repair After entering an explanation and pressing Next the status changes into HDApproval Pending Fujitsu A Home Support Logout WCM Workorder Detail Field Service New Comment Overview i Technical question Call Date i Wprkorder Partner call number Current Status gt Print workorder i Ersin 11 02 2011 995003125041 teliDApprovalPending Refresh page 3 alla T nas a Product E a Fujitsu Technology Solutions Kandziora Georg YK7W014281 24114 C Detail Views Export Response Time repair time Date of Carriage DIFS Code gt Call gt gt WCM News 0 0 EEEE EREET AEEA PP O a ssenstesesesesenisensce nebpnassoe ss conaseccenpssansesseeessbneseoensts Messages gt gt DIFS for WCM Service Type SP Service Type Customer OnSite OnSite Customer gt gt Spares Product gt gt Reports seivice Desk Approval Pending gt Spares order gt gt Settings A Reason Repeated Repair Wo
41. entry is opened Here the serial number of the Replacement System is required Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 36 127 E Workorder to claim Microsoft Internet Explorer JE FUIITSU THE POSSIBILITIES ARE INFINITE workorder to claim Change status Change status to To Claim Please enter the serialnumber of the defect asset Call Entry SMR YKETOO1 703 HOTE Please double check the Serial Mo entered during call open is identical with the Serial No of the detective customer system If not please enter defective SMR here Please enter the serialnumber of the new SWAP asset Replacement SNR SAFI YKETOOM 714 After the Replacement Serial Number is recorded and confirmed by the button Finish the Current Status of the Work Order changes into ToClaim Trace the swapped system The Additional Information line keeps the information on the claim header to mark this break fix was done by exchange of the whole system The Call Entry SNR and the Replacement SNR are stored there as well Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 37 127 FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout WCM Workorder Detail gt Field Service Reset To claim Technical question Call Date Workorder Partner call number Current Status EIN era 19 03 2009 1 995002270113 ToClaim Customer Ham
42. flap o ewer jigtes ren ab ms Mid ade dera Tepe cutee bey er t e ne Wee uE mas a EA O EE Tatah u DS Serres Tann ran Patan Ta Teig ALEA D wu taet hs A gen Use e f you boa De be deme emo Pen au tormabcai a UA puthar order wi be weced fureste you car Comment enter a Order No fen De return wl do matched aut m meer Ahere rete g 2 e g etg mt in latte Meda haa 4 Confirmation of complaint order and related return order are updated in WCM WEB un Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 74 127 u eoeg FUJITSU Home Support Logout N Workorder Detail O Actions gt Repair started Repair failed Update service type i Field Service Overview Call Date Workorder Partner call number Current Status 04 05 2012 995003693439 SparesinDelivery Customer Name Product ECS Fujitsu Technology Solutions i Technical question i Translation Tool Repair successful Order parts as Kandziora Georg YKDT049995 2H214 Division i i i i Return order Response Time repair time Date of Carriage Change status Service Type SP Service Type Customer gt Appointment arranged Bringin Bringin Keep Material Cancel Workorder New Comment Edit Reference Number Print workorder Condition Symptom
43. i Product YK2K168355 Date of Carriage 19 02 2011 be Translation Tool WCH News Fujtsu Technology Solutions Kandziora Georg Response Time i repair time Partner call number Current Status HDApprovalPending ECS 24214 C Actions t New Comment Print workorder Refresh page C Detail Views Call ita A O NON Service Type 5P Service Type Customer Collect amp Return DIFS for WEM Reports Settings gt Customer i gt Help OnSite 24h performance Service Desk Approval Pending Reason Cost Maximum exceeded Costh repair history help desk involved C Action 4 HW Repair with Spare Symptom H Hard disk 2 Noise Vibration Condition 2 Sporadic 1 Hard disk internal Problem Description hard disk very noisy Line Items Material Material number Total Status Order No RET No URRENT VIEW CALL r Messages Customer Product Spares order Workorder History System History Inwoice L Search for Workorder Serial Workorder Serial No Enter the Serial No Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 52 127 3 5 2 4 1 Repair Cost Threshold for Service Desk claims Not only calls the service partners open in WCM as well Work Orders opened by the Service Desk in Support Assistant are enhanced by detailed information about the cost situation if a certain
44. ia pujirsu tr A Lal Fu Vorkorder Detail FEE Pal ar B n 2 Sn ariar E a Sram LA Eras i P a r r EL Biby pmr i m PE mi ele m ars Fine Bepa Lega n lagar hee F mu Wiorkorder Detail Faser Pal Lavoe Pe E sm PAE Call Caidos PEPE Pal dl ead Farmed Pilar KT Erer Fan ha Frosh 1 mern Ear a i EA ees Enge lie i a few dd ara mht oo E DFi ee ee Seats a i be Engari Me Tala haa bh Eimi 4 3 Cancellation of Work Order You are able to cancel the Work Order until status To Call Use button lt Cancel Work Order gt on Action list If material has been ordered please return it as good part return before you cancel the Work Order Material based on ADEX related orders please return by using the prepared Part Return Form on which you note unused Actions Repair started Update service type t Order parts t Return order t Change status F Appointment arranged t Cancel Workorder t Hew Comment t Edit Reference Humber t Print work order Refresh page Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 79 127 In the following window you have to choose a reason for cancellation and enter a description cancel workorder FUJITSU THE POSSIBILITIES ARE INFINITE Cancel wo Please enter the reason for canceling this Yvorkorder Please select Only tor Testcases End customer cancelation FCO not accepted by SP
45. in Chapter 5 2 1 1 of the Service Logistics Manual https partners ts fujitsu com com service general service spares manual Documents F I S ServiceLogisticsManual EN pdf The only paperwork received is an invoice with amount of zero This allocation document is for information purposes and will not appear on the SP account Ifthe SP does not send back the defective part within the deadlines for part returns stated in the Service Logistics Manual a normal invoice will be created after that time Ifthe faulty part is returned after the deadline period a partial credit is granted still and a credit note will be issued For the valid terms and conditions please refer to the Service Logistics Manual If no return takes place after the maximum return period defined in the Service Logistics Manual is exceeded the return order will be cancelled The Return Code CANS9O will be transferred to WCM Therewith the claim will be forwarded to agree on the Service flat rate in the Validation Centre Afterwards return orders can only for special cases be winded up by Spares Return Clearing department 1 1 6 Ship only order lf more than the number of spare parts mentioned in the previous chapter are ordered per Call the order is automatically a ship only order Invoices will be created at the day of delivery For each material N and R parts in WCM WEB return orders can be created within 30 days after the repair start date including order number ord
46. le INERODUO TON sica e e es re 5 1 1 B SIEINIOrMaAUON A AI IAEA AI IAE TIAS IAEA IAEA 5 aki Unique Work Order number une ea are 5 1 1 2 Encrypted Failure Description Error Code System 4 42404400snsennnennnnnnnnennnnnnnnnnnnnnnnnnnnnnnn 5 LS Systemeserial NUMDEF u ee 6 1 14 Service TYPE nee Aeneon 6 LLS ADEX OOM dsd dira le 6 LLG SEU ORY Order een 6 1 1 7 Ship only order in the Spare Parts Portal ooooocooooccooocnconononononnnconn conan ncnonnnonononconnnnconnnnnnnnnnos 7 1 1 8 Selecting Spare Parts with Translation Tool virtual Fit to Asset Check oooocoooocccccoono 8 1 1 9 Part Return in Spare Parts Portal cooococconooccconooccnnoooncnnononnnnnonnnnncononnnnnnnnnnnnonn rca ccoo onnncnnnnnnninnnss 9 1 1 10 Standard Orders in the Spare Parts Portal oooooooccoocccononcnononnnonononononnnonnnccnnnnnononnnononnnonnnnos 9 1 1 11 Orders TOF AN Service Packs nee ae aia 9 1 1 12 Data Consistencies of Related Systems 244222444222000220B0nnennonnnnnonnnnonnnnennnnonnnnsennnnennesennennnnnn 9 1 2 Frequently asked Questions a ee 9 2 REGISTRATION SETTINGS 22u 42u5 05 0u5090000 0540ER Henna nen nenne ann annnane ungen Ten een nenn TEE 12 21 E itaccount SOUS aus unserer 13 22 Edit Neld Service display 22a 14 2 3 GIMME llems CIS ri ee 14 2 4 SUPLIR a 15
47. oooocccccccccccccconooncccccocccooocccncocococooconocooooooos 92 461 Dead On arrival DOA di 94 4 6 2 Workaround for DOA after repair finished ooooooooccooocnnooonccoooncnoonnnconn ccoo nnncnnnnnonnnnconnnnnononnnnns 95 4 6 2 1 Part Warranty DOA Complaint Order to replace a previous delivery on ADEX order 95 4 6 2 2 Part Warranty DOA Complaint Order to replace a previous delivery on Standard Order 99 4 6 3 Wrong part in box WPIB ooooocooooccooocccooocncononocoonnnconnnnconnnnnonnnncnnnnnconnnncnnnnncnonnnnnnnnnnnnnnnonnnnnann nao 100 46 4 Wrong delivery WD loci 101 4 6 5 GOOG Pan return ee 102 4 6 5 1 Good part return order for RET and N partS oocoooocccoccccoononononcnononnnononnnonononononnnonnnnconnnncnnnnnos 102 4 6 5 2 How to return unused parts OVervieW ooooocccooccccoccnccoccccoonnnonononononnncnnnnncnnnnnonnnnncnnnnnonn nn nano nn canon 103 4 72 Central Work Order MORMON ansiada acia ANENA EIRAN ANENA EAR A ANR ENa aR cpacennetsanedes 103 5 CE AIMING AND IN VOICING unsern 105 5 1 Glaiming Se V ANG AU OM ecesccsscccccccstcbcscsccceeuesctcoccctcncbecesctcncettancbeucnctcousthencbesencbeonethensbnaensbeneecbepsbeeanesspeethessoneensseneuties 105 5 11 ZCJaImMING enrolla e 105 512 CAMEO a eilig 107 5 1 3 Valldauon processa a n 2 na ae 108 5 1 4 lt Relected Or revised Work Order ame ee nu R
48. price C Adler WTY FLATRATE OK 1 0 00 EUR Enter the Serial No Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 32 127 3 3 2 3 FCO is of type A or Al and the service type is not equal to CRU In case the FCO is of type A or A1 and the service type is not equal to CRU now the FCO information is displayed during the Work Order request already and subsequently is processed by the selected service provider as usual No further change to the existing process a ah E new workorder Fujitsu Technology Solutions new workorder FUJITSU THE POSSIBILITIES ARE INFINITE YK8W001328 The following FCO have been found for YK8VW001328 e FCO In case of instable system function sporadic system freeze overheating or similar symptoms please refer to Support Bulletin 5B M 07052 1 prior to swap any parts Please also check the soldering at the heat pipe Attention There is a FCO of Type A This will prevent the creation of a CRU workorder FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout wem Workorder Detail U Actions E i Accept workorder i Field Service Overview Call Date Workorder Partner call number Current Status ERE ed 16 09 2009 995002281271 i AssignedFCO t New Comment Customer Name Product ECS Edit Reference Number Fujtsu Siemens Computers GmbH E Response Time repair time Date of Carriage DIFS Code 42 0 Service Type
49. proposal is sent with which the Service Partner create the commercial invoice Please also see chapter 5 2 2 Invoice Process L N Service Partner create an invoice FUJITSU creates an invoice Payment takes place with an invoice credit process 7 FUJITSU creates an invoice proposal 7 FUJITSU creates an invoice document for all accepted Calls document in the name of the SP 8 The document is sent to the Service 8 SP receives an invoice in paper Partner as pdf file This document format by mail contains a grouping number and an 9 The invoice is paid automatically invoice proposal number The value and by FUJITSU the numbers are posted in the FUJITSU Financial SAP System 9 Service Partner sends a paper invoice to FUJITSU with the amount and the grouping invoice number as stated in the pdf file 10 The grouping invoice no is the reference for FUJITSU Accounting to find the pre posted invoice record in its systems 5 2 2 Methods For all Warranty Claims where the claimed amount is accepted by FUJITSU e g no agreement on reductions or rejections is pending there is a summarized invoice for all claims during the past period The length of the period is defined together with the responsible FUJITSU Service Partner Manager lt can be monthly weekly biweekly or even daily In principle there are two invoice processes possible 1 FUJITSU creates and sends an invoice proposal with the invoice amounts agreed in the W
50. ukn STANDARD FSP GN3HODOSTDWDYE To 36 36 36 0 fse sbd TOPUP EXTENDED Service Type Door to Door is a higher service and cannot be selected for those Displays FUJITSU Tre tessraniries ARE INFINITE TE Home Support Logout WCM i Field Service Service Calls Assigned WWorkorder SP Ret Serial No Serial No C Actions New service call C Status Requested 1 Rejected 12 Re Call Number gt i Technical question Workorder gt gt Ersin Customer gt E new workorder Microsoft Internet Explorer O Article Code Delivery Date warranty group warranty description Activation Date Additional Text ect amp Return Service alid in Europe dle East customer has paid for On Site From customer To customer Work Material On Site From customer To customer Work Material 20 11 2011 Collect and Return 20 11 2011 20 11 2011 20 11 2011 Desk To Desk Door To Door 20 11 2011 20 11 2011 Return To Base Response Time repair time 0 Response Time repair time 0 o Bringin 0 Material Service to be provided at Fujitsu Technology Solutions expense On Site Collect and Return Desk To Desk Door To Door Return To Base Bringin oO O 000 wo Material E 0000080 Service Type Collect amp Return Displays Service Type Collect amp Retu
51. 02 yB2Ko13004 itsu Siemens 25 08 2009 48 AssignedFCO Computers GmbH Replied to validation center 2 995002281211 yK2Ko01004 E isu Siemens 26 08 2009 0 AssignedFCO r Clams accepled L3 Computers GmbH Cancelled u nenne Fujtsu Siemens a da ecient 995002231212 K2K001005 Computers GmbH 26 05 2009 45 AssignedFCO Closed 1 1 Basic information 1 1 1 Unique Work Order number It is essential to use the unique Work Order number WCM creates while opening a call in every single process step Therewith FUJITSU can provide an overview about the latest status of labour and material of the warranty Call and is able to display the link of related processes between WCM and the Spare Parts Portal A novelty in FUJITSU spares Call handling is the Work Order number for self assigned Calls In the past only Helpdesk Calls were automatically supplied with Work Order numbers now this principle is enhanced on every Call The nomenclature is 12 digits Work Order number issued by WCM with a leading 99 The Work Order number is mandatory from the very beginning of the Call process 1 1 2 Encrypted Failure Description Error Code System Please use the Error Code System carefully WCM will preselect the appropriate spare parts by means of the error code As well the FUJITSU Validation Centre will compare the spare part used with the coding Using our Error Code System has the advantag
52. 1 11 Orders for 4h Service Packs Service Partners with additional agreement High Availability Service can choose additional delivery options High Availability Courier or High Availability Pickup in the Spare Parts Portal 1 1 12 Data Consistencies of Related Systems In order to ensure consistency of data available in the Spare Parts Portal and WCM WEB data are provided from MIRO and WCM as input to a FUJITSU internal Data Comparison Tool Focus of analysis is set on Work Orders and related material return orders If despite these monitoring data differences are detected please inform WCM support 1 2 Frequently asked questions If you have questions during you work with WCM please use the FAQ Function The FAQ Function is available via the Button Support or the section Help in the main menu Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 10 127 FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout Zaun Newsboard L Ader 7 ICM News Date Message i Mewskoard DIFS for Wich LC DIFS Decoder Enter the Serial Mo Enter DIFS Code gt Spares ee Reporte gt Settings gt Customer gt Help FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout sr WICM Frequently Asked Questions Vth Mews DIFS for WCM Keywords 7 Spares Category All e Language English e SEARCH EI Reports gt Settings
53. 21992009 0 AssignedFcO Asa In the next step enter the serial number of the customer s system If serial number is not known in ADLER it will not be possible to open a new service call In these cases please call the local FUJITSU Helpdesk new workorder FUJITS THE POSSIBILITIES ARE INFIMITE serial No Serial Mo Callbate E hour 1s e minute 48 FE gt TN Click on lt Next gt to proceed system and warranty information as stored in ADLER will be displayed Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 19 127 new workorder FUJI J THE POSSIBILITIES ARE INFINITE YKOS028205 1 product information Serial Ho YKDS035205 Warranty code l FSP GB3S00Z006BBD5 Product ESP E3510 02D E7300 268 0 D SUPERMULTI warranty owner GER Article Code VFY E357 OPP AG1 GB Warranty group BOS Delivery Date 02 12 2005 warranty description 3 years On Site Service 5x3 Walid in E Afri d icli Activation Date 04 01 2003 Esla ee XA 7 ee 2 customer has paid for service to be provided at Fujitsu Technology Solutions Expense On Site 04 01 2012 On Site From customer To customer 04 01 2012 Desk To Desk On Site 94 01 2072 On Site From customer To customer 04 01 2012 Desk To Desk Work 04 01 2012 Door To Door Material 04 01 2072 Return To Base Response Time 04 01 2072 Collect and Return 04 01 2072 Collect and R
54. 3 00 10 03 2009 16 03 27 10 03 2009 16 03 59 10 03 2009 16 04 02 11 03 2009 09 41 31 11 03 2009 09 42 47 11 05 2009 09 44 59 11 03 2009 10 10 25 Procedure Requested Repairstarted Open RepairSuccessful ToClaim ClaimblovedTowC ClaimAcceptedBy yc ClaimPaid ClaimAcceptedByyC Comment call start 10 03 2009 16 30 clock ifakjfasitlkasiflajf To Claim Claim moves to validation centre Country Manager has approved the claim Claim is paid Country Manager has approved the claim Claim revised by operator 0 Claim revised by operator 0 Wl Rejected Claim 0 PW Rejected Claim O Claim revised by operator T YC Rejected Claim ArE rejection not acceptable 06 06 2009 15 50 43 ClaimReviseday WE 06 05 2009 16 00 59 Clainreviseday WE 06 06 2009 16 01 12 ClaimRejecteday WC 06 08 2009 16 02 11 ClaimrRejecteday WC 06 08 2009 16 03 55 Clainreviseday WE 06 06 2009 16 05 26 ClaimRejecteday WT 09 09 2009 16 19 55 WalidationFeedback 5 1 5 WO History on export file Various time stamps can be selected The selected fields are added at the end of the file string FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout z WEM Actions Field Service Export call t Create file Period Please Select e from E Delimiter ae Translation Tool to O Additional Fields in Export File call accepted H
55. 34 34 32 FOrWarded Work Orders 34 3 4 3 3 Named repair for Displays with Door to Door Service oooccoooccccoooccccononcnooooonnncononnnnononnnnnnns 34 34 34 Repair or Bladi S o reneedach 34 3 44 WOM WEB NfOorMation un 34 3 4 4 1 SWAP Example 1 whole Blade unit was swapped 4 2444424042n0nnnnnnnnnnnnnnnnnnnnnnennnnnnnn 34 3 4 4 2 SWAP Example 2 SNR of defect unit was captured incorrectly o ocoooococooocoo0 o 37 3 4 4 3 SWAP Example 3 Blade unit was repaired not SWapped oocooooccccocccnoncccnonccononcnononcncnancnonns 39 3 4 4 4 SWAP Example 4 Monitor was repaired not swapped oooooccooocccooccccoocccnoncnononcnononanononcncnananonns 41 45 To Glamthe Work Order nen ae ul 43 34 541 Replacement SNR not in ADLER a E 43 3 4 5 2 Warranty of Replacement SNR is not ZerO coooocccoocccooccccooccconononononnnonnnnnconnnnonnnnnononnnonnnnnonnnnnnns 43 3 4 5 3 Assets are incompatible oooooconoccccnnoccnnnononnncnonnnoconnnnnnnononnncononnnnonn nro ccoo rnnnnnnn rra nnnn ona ncnnnnnnnnns 43 3 4 6 SWAP Data in ADLER oia ad iaa 44 34 61 SWAP VAG ie air A ART a ai id ia 44 34 62 SWAP POOL INVENTO unas risa 45 3 4 6 3 Warrantydata afler SWAD siria 46 34 64 Detecta aa a SA 47 3 4 7 Monitor Service Concept Collect amp Return Display ooococococonoccnono
56. B User Manual Warranty Claim Management Tool Page 76 127 7 Claim for 2nd Flat Rate 7 1 Open a new Service Call for 2nd FR via HDA 7 2 Select the reason for the repeated repair Fujitsu EEE Home Support Logout en Service Calls Assigned O Actions IE Wortorderis ret Seraino i Technical question L Ersin Workorder gt C Status i Translation Tool new workorder YKDTO49995 System History Call Date Workorder ceS Problem Description Solution 04 05 2002 995003693438 2H214 asdfasdfsadfsadf Hard Disk exchanged Repeated Repair Another workorder for this asset has been created recently Please select the reason for the repeated repair and add an explanation Please Select x Please Select defect spare part wrong part in box DS wrong part delivered wrong spare part proposed else unsuccessful repair new failure Fertig J Vertrauensw rdige Sites Gesch tzter Modus Inaktiv amp 100 Email wem support ts fujitsu com aw workorder Fujitsu Technology Solutions u sc E zu j ogy new workorder FUJITSU YKDT049995 ml System History Call Date Workorder Problem Description Solution 04 05 2002 995003593439 2H214 asdfasdfsadfsadf Hard Disk exchanged Repeated Repair Another workorder for this asset has been created recently Please select the reason for the repeated repair and add an explanation defect spare part Spare Part didn t work
57. Be CALLENTRIES Ss e o ee AANA AAD seems 16 3 1 Gallentiy irom Helpdeska n nee ie 16 3 51 Beject Sewice Call nn u le 17 312 SACccepl Service Calln un cne ee 17 ANS A A O 18 321 CUSTOME address een esse 19 322 2EIFOR GESENDION nenne is 24 3 3 RICIA Change Order ulises 25 3 3 1 Different priority levels of FCO aiii id a ee madaauteaee 27 3 3 2 Different priority levels OF FGO oi iaa 27 3 3 2 1 FCO is of type A and the service type is CRU Lo cccoooococcconoooccnccononnnnnconnonnnnnonanononccnnnonnnnconanonnnnos 28 3 3 2 2 FCO is of type A1 and the service type is CRU oo cccnnoococcconcooccnccononnonconnonnnocononononccnnnonnnnconannnnnnos 30 3 3 2 3 FCO is of type A or A1 and the service type is not equal to CRU coooocconoccccoocccoonnnnoos 32 34 SWAP Process andando ERBEN anaa 33 34 1 IFUNCUON arta eier 33 34 2 ProcessSsieps rare ea 33 34 2 1 Work Order OOO euere 33 34 22 Replacomen unitaria adrian 33 3 4 2 3 Confirmatlion OF detect SNR co li ei 33 3 424 To Glalm the Work Order nee 34 3 4 3 Exceptions where no Swap Data need to be provided cooooocccoocccconoocnccoooncnccnonanoconnnnnonannnnos 34 Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 3 127 3 4 3 1 Desk to Desk Monitor Exchange in Germany ooocccoocccnoccccnoccnononcnonononononononnoncononnnonnnnnononnnono canoso
58. Belated additional ordering As long as a Work Order has the Status In Progress it is always possible to order additional material When opened the Work Order Details you can order again with clicking on Order parts at Actions section Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 64 127 FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout el Workorder Detail L Actions i Field Service r Repair started Technical question Call Date Workorder Partner call number Current Status SED EL Ersin 09 03 2009 995002270018 Repairstarted t Update service type anton Customer Name Product ECS Repair successful Melanie libor YESD000109 16113 a Response Time repair time Date of Carriage DIFS Code Return order e E Change status DIFS for cha Service Type SP Service Type Customer Appointment arranged gt Spares Door to door Door to door Keenlisienal Reports Cancel WWorkorder gt gt Settings CURRENT VIEW CALL t New Comment Customer Edit Reference Mumber Condition Symptom Action t Print weorkorder 1 Always during processing l D Display f video 5 System exchanged indirect Refresh page 1 Interference streak flicker L Detail Views FUJI THE POSSIBILITIES ARE INFINITE order parts nial Product Spares order Yorkorder History Spare Parts System History Material number
59. CM process or Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 116 127 2 The service partner has agreed at the so called credit like process or Self Invoice and FUJITSU prepares an invoice document in paper format and as pdf file in the name of the Service Partner which is paid credited automatically The invoice in paper format is sent by mail to the Service Partner Additionally the pdf file and a text file with all Work Order details are sent to the Service Partner for his internal usage The documents for point 1 and point 2 are similar They only distinguish by the header Below chapter5 2 3 please find an example of an invoice in the credit like process prepared monthly The partner reference is added to the detail documents for both invoices and invoice proposals in the line items menu The FUJITSU description Product related service costs for labour is changed to Labour 5 2 3 Documents This is an example of a monthly prepared invoice in the Credit like self invoice process Avenida de Bruselas 13 28100Alcobendas Madrid SPAIN VAT ID ESB82441908 Sender Fujitsu Technology Solutions S L Fujitsu TS Spain ES82 Serv AV DE BRUSELAS 13 ED AMERICA 28108 ALCOBENDAS SPAIN Invoice Proposal ORIGINAL Proposal Invoice date 28 05 2009 WAT ID ESB3232441908 Vendor Mr Proposal Invoice Nr 0000002000012458 Servic
60. Claim Management Tool Page 119 127 6 Forward Work Order Depending on the country specific service processes for special cases e g AMILO LIFEBOOK with Collect amp Return service forwarding a repair is possible Important This function has to be activated in the country lf you can t do the repair and forwarding is possible then action lt Forward Work Order gt has to be used Action lt Forward Work Order gt is available after status repair failed is set Actions t Forward VYorkorder t Order parts t Change status t Appointment arranged t Cancel WWorkorder E New Comment Edit Reference Number Print workorder Refresh page FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout WCM i Field Service Workorder Detail O Actions Repair started Overview l Call Date Workorder Partner call number Current Status Update service type 21 09 2009 995002281294 De RepairFailed gt Repair failed Customer Name Product ECS Repair successful Fujitsu Siemens Computers GmbH Response Time repair time Date of Carriage DIFS Code Technical question Ersin i Translation Tool gt gt WCM News gt gt DIFS for WCM gt gt Spares gt gt Reports gt gt Settings gt gt Customer gt gt Help Kandziora Georg YKKRO11111 2E224 Forward Workorder Order parts Return order Service Type SP Service Type Customer Change stat
61. EB User Manual Warranty Claim Management Tool Page 42 127 FUIITSU THE POSSIBILITIES ARE INFINITE Change status Change status to To Claim Please enter the serialnumber of the defect asset Call Entry SMR YESGOOO736 NOTE workorder to claim Please double check the Serial No entered during call open is identical with the Serial No of the detective customer system If not please enter detective SNF here Please enter the serialnumber of the new SWAP asset Replacement SNR HAPN YESCO007 96 FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout x WCM i Field Service i Technical question i Ersin i Translation Tool i Export gt gt WCM News gt gt DIFS for WCM gt Spares gt gt Reports gt gt Settings gt gt Customer gt gt Help Workorder Detail Call Date Workorder 25 03 2009 i 995002270152 Customer Hame Yollkammer Mike Response Time i repair time Service Type SP Collect Return Condition 1 Always during processing Problem Description C amp R ST f r SWAP Ger t Product YESG000796 Date of Carriage 26 03 2009 Service Type Customer Collect amp Return Symptom D Display Video D No picture power is on 1 System screen Partner call number Action Current Status Assigned ECS 1D018 DIFS Code 8 System exchanged indirect Accept workorder Reject
62. ILITIES ARE INFINITE 1 Location Mies van der Rohe Strasse E re Pat M nchen Deutschland i i To e oO Ehen Contact Edit Contact EN Contact new workorder TKEDSOZB205 FUIITSU THE POSSIBILITIES ARE INFINITE new worko New contact TEPS033205 Salutation Title Company Surname First Name Department Street Post Code Towm Country Phone Private Phone Business Fax private Check the warning list If your customer is not in the list then confirm No customer is not registered in the warning list lf your customer is in the list please contact FUJITSU Export Control Mr Georg Schmidt phone 49 821 804 2481 e mail Georg Schmidt ts fujitsu com After confirming with No contact is created Click on lt Next gt Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 24 127 3 2 2 Error description Enter the Error Code and the Problem Description these are mandatory fields Error Code Use button lt EDIT gt to enter the error code see screen after text Problem Description Please describe problem as exact as possible Problem description can be max of 350 characters length Entering data into field service partner reference number can be very useful for your own administration process but it is no mandatory field The service partner reference number will be printed on the deliv
63. Information SWAP SWAP Process Please take a note of both Serial Numbers for subsequent entry in WCM O Detail Views FUJITSU THE POSSIBILITIES ARE INFINITE Page 38 127 Claim WWYorkorder Current Status Repair failed RepairSuccessful Product ECS Partner call number Update service type Repair successtul YE8L022326 20316 Order parts Return order Date of Carriage DIFS Code Keep Material Cancel WWorkorder Claim Entry SNR named by customer fp New Comment Door to door atthe Help Desk Edit Reference Number Print workorder Refresh page Call Messages Action 6 System exchanged Symptom D Display Video 3 Brightness contrast 1 System screen Customer Product Spares order workorder to claim Change status Change status to To Claim Please enter the serialnumber of the defect asset Call Entry SNR YE8L022326 HOTE Please double check the Serial No entered during call open is identical with the Serial No of the defective customer system If not please enter defective SNR here As the Serial Number the Help Desk recorded from the customer call differs from the actual defect unit the Service Partner corrects the entry The corrected Entry SNR and the Replacement SNR are recorded workorder to claim FUIITSU THE POSSIBILITIES ARE INFINITE Change status Change stat
64. Messages is a new button in lt Detail Views gt With button Messages you can See all error messages comments information etc together FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout E WCM Workorder Detail L Actions Field Service t New Comment Print workorder Call Date Workorder Partner call number Current Status 15 09 2009 995002281282 E Rejected Customer Hame Product ECS Fujitsu Siemens Computers GmbH Response Time i repair time Date of Carriage DIFS Code gt Technical question r Refresh page Ersin gt Translation Tool L Detail Views ee Gadlletz Christine YKJNGO2023 14214 Be Ch Mews rr DIES for Wich r Messages t Customer Product Spares order r Workorder History t System History e Invoice 20 09 2003 10 34 05 Service Type SP Service Type Customer se 5 Ben Bringin Collect amp Return gt Reports Settings Information B26 Error BAFI claim creation error The material 34023943 does not exist or is not activated Customer gt Help CURRENT VIEW MESSAGES MO E A o REE Customer information Workorder Serial Mo Date Author Messages Information 17 09 2009 MIRC Error Exception connecting partner system Wihl nested exception is O Adler 1755349 java net ssl SSL HandshakeException unexpected message E 34013937 BT 2N0 BATTERY LIION 3500m4H BC 1 Enter the Serial Mo Information Help
65. OSSIBILITIES ARE IMFINITE O KC_ _ _ _ OOOO O O OSK K Home Support Logout CN Workorder Detail i i Field Service Return order Overview Call Date Workorder Partner call number Current Status 21 09 2009 995002281294 Forwarded Customer Name Product ECS Fujitsu Siemens Computers GmbH i Response Time E repair time l Date of Carriage E DIFS Code Technical question Keep Material i Ersin r New Comment a Translation Too Print workorder 2r WEM News Kandziora Georg YKKROW1111 2EZ2U A PONE C Detail Views Call t Messages gt gt DIFS for WEM Spares gt Reports AOS CURRENT VIEW CALL II Produc Service Type 5P E Service Type Customer Handling Fee Bringin t Customer 2 gt Customer gt Help Spares order i Workorder History Condition Symptom Action Sylen History 2 Sporadic i E Removable drives changer i U Forwarded external with Spare 2 Write burning read error E 2 CD DWD drive Invoice Search for Workorder Serial Problem Description CD burning fails Workorder Serial No Solution Workorder 995002281294 forwarded to parner E uins GmbH 995002281295 Enter the Serial No Line Items Material Material number Total Status 34014125 1 Proposed Material number Status Total price WY FLATRATE OK 1 2 00 EUR You will be responsib
66. Open i GmbH E In Progress 55 gt Spares Fujitsu Si 2 395002270162 YESGODO337 A SEIEN PIE genes a Open Double Flatrate Calls 0 Reports Fultsu Siemens Comp rae 2 Awaiting Immediate Action 0 see 995002270246 YEBPOLIE GrH 02 04 2009 0 Open Renarsiceeesiujde ee agannaarnzen YVEREOONRRS Wnllkeammer hilos nana anna n finan een After the spares system confirms the material order is placed the current status of the Work Order changes to OrderConfirmation see next screen shot This shows that the order was created successfully In the status list the Work Order now is shown in status In Progress Another hint for successful order creation is the Material Status at the bottom of the Work Order Detail marked green Complete explanation regarding this Material Statuses please see chapter 7 2 3 Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 60 127 Fuji THE POSSIBILITIES ARE INFINITE Home Support Logout Z WCM Workorder Detail L Actions i Field Service Repair started Call Date Workorder Partner call number Current Status 26 03 2009 995002270170 OrderContirmeation Technical question r Update Service type Customer Hame Product Order parts gt Ersin Return order t Change status t Appointment arranged Translation Tool et Ae Fujitsu Siemens Computers GmbH Response Time repair time Date of Carriage
67. S ee 109 5 1 5 WO History on export file oooooooooccccooocnncoooccnnononncnononnnocoononncnononnncnnnnnnnonnn nn ccoo nnnnnnnn nacion 111 52 INVOCA a 115 5 2 1 A Ga ne roe ee rer en ee ee ree ener eet ee 115 922 Meth ds e see 115 523 Bo 01 01 9 9 ae ee eam ia er rer ete arr ee 116 5 2 4 Commercial Invoice standard normal invoice process ccooooocccnoccnconoccnncooonononoonnnnononcnncnnnnnnconnnos 118 6 FORWARD WORK ORDER a a a aR 119 fs ANNEX ooann anne nee anne ee 123 TA JEIrOr Message cnt IR ER A HE u a deat tes 123 7 2 Servico Gall SUAUUS ica tasa 123 7 2 1 Service Call Status 1 Level se ii 123 7 2 2 Status in specific Work Order een 124 7 2 3 Status of ordered spare parts ccc ccesscccssecessseecsseeeesseesssseeseseeesesseeseeeesseeeseseeeseseeeseeeeseseesesseesenees 126 7 3 Detail VIEW MESSAGES nesinori A ERn HERE 127 7 4 AbDrevialions OF spare part dalasini oiaaas 127 Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 5 127 1 Introduction WCM combines the functionality of call assignment spares ordering and warranty claiming This User Manual will guide you through all main components of the Web Tool For better orientation this manual is built up in similar order as the Status Points in WCM Interface are FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout y WOM service
68. SSIBILITIES ARE INFINITE Home Support Logout F WCM Workorder Detail Mis i Field Service Accept workorder t Reject workorder Call Date Workorder Partner call number Current Status 13 08 2009 995002281161 AssignedFCO Customer Hame Product ECS Fujitsu Siemens Computers mbH Response Time i repair time Date of Carriage DIFS Code H Technical question bus Er in t New Comment i Translation Tool Edit Reference Number Print workorder on Kandziora Georg YKUNDOSOCE SOKKA gt ich Hews gt DIFS for wich Refresh page C Detail Views Service Type SP Service Type Customer Spare E OnSite Onsite Call Reports Messages gt gt Settings Customer Product t Spares order WYorkorder History gt Customer gt Help Condition Symptom Action 5 During start up G General 4 Hi Repair with Spare EX Other System History i x Other Invoice Problem Description C Search for Workorder Serial Test Bestellungen Weorkorder Serial Mo Fco Description FCO TEST ZRA Adler Enter the Serial No Line Items Material Materialnumber Total Status Order Ho RET Ho RET ReturnCode KeepMaterial 34012719 4 Propozed a O L Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 17 127 3 1 1 Reject Service Call If you are not able to work on the service call you can reject it In this case select
69. Sachnummer 326301 4120441 91 Gewicht Gramm Materialnummer 000000010600980072 Letzte nderung 26 3 2009 Garantie Informatior St ckliste Kompanentendetals Multipurpose F r Details bitte hier klicken Kontiqurationsdaten Pr f Informatior Pr fergehnisse Werkslieferdatum 23 10 2008 Einsatzdatum 25 11 2008 Lieferdaten Historie Einsatzdatum Gesamtensicht Kunden Garantie Service Leistungen Weitere Services Historie Code FSPISWAR g Multipurpose Microsoft Internet Explorer Country Controling Beschreibung ESPOSA Administration Area kein g ltiger Garantiebereich Reports Owner D Gruppe FR Haftungsdaten Reaktionszeit ih Wiederherstellzeit ihj Service Tage Wo Service Felt A VORORT TRANSPORT TRANSPORT ARBEIT MATERIAL F Vom Kunden Zum Kunden Detailinformation in Monatsangaben Historie Garantie Cle YO VK ZK AR MA ERSTELLER OWNER pase PEP ADD WARINEO wno Bom ofofofofo u w O O E ES SES ES IES FO O O E EEES ES IE FO Ems ES ES SES ES ISI IO PO OA YE8L022271 Multipurpose Flay Datum Ersteller l SWAF 2009 03 17 adleradm x Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 48 127 3 4 7 Monitor Service Concept Collect amp Return Display April 1 2009 a new Monitor repair concept was introduced Collect amp Return Display Monitor this Service applies to are not exchanged but the repaired system
70. Technical question L Adler Ersin Teen spares ordered spare in delivery repair started gt gt DIFS for WCM SEARCH E repair successful _ repair not succestut gt Spares a Customer gt Status gt 16 05 2008 oO 3410 2008 48 Product _ Workorder O 995001523725 YK9s002337 Schnell Petra O 395001958522 YKWLOO3999 RTT AS A a oe Sti Peres gt Reports ee Settings 1BIx4 1G3K4 l TollaimError 3 To laimEr ror Export call Wiorkorder SP Ret Serial Mo o Status Please Select hall from o EV Delimiter AN to Je Additional Fields in Export File call accepted spares ordered spare in delivery repair started repair successful W repair not succestul Period SEARCH Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 112 127 File description DebitorNo 11223344 11223344 YK7T048601 YK8V018053 ProductType CELSIUS M460 Core 2 Quad Q6600 SAG LB E8410 WSXGA EXT GFX CAM C2 T9500 995003125315 RepairSucoessful 13 04 2011 09 54 CloseDateTime ae OnSite 48h performance EA flabourpricepaid OA FCODescription AA O CustomerLastname Germany oo Germany 86159 Augsburg CustomerNo HO Mobie O y O Das ist eine Test Work Order s O y O ProvideWonR O y O invoice O O InvoiceDatum O O InvoiceGroup y O Description AAA ECT O y O OrderNumberd O y O P
71. U THE POSSIBILITIES ARE INFINITE Home Support Logout gt gt WCM Service Calls Assigned wees Workorder USP Ref Serial Ho DIFS for wich Spares Workorder Serial No Customer gt Fujitsu Siemens i 995002251161 TRUNOOSO08 Computers GmbH 16 08 200 Fujitsu Siemens 995002251163 DMAA001 001 ann Semel 21 06 200 995002281170 yKvNoo3o21 Atau Siemens 21 08 200 Computers GmbH Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 13 127 2 1 Edit account settings To enter your Spare Parts Portal identification you have to use button lt Edit account settings gt FUJITSU THE FRSSIRILITIEE ARE IAFIDITE Home Support Logout oe WOM User settings 3 gt WCM News Edi account settings DFS for WCM Support ilk A Edi held serace display Spare WEMAccount Ect inetermz display Y Settings Salutation r L User seilings First Hanne U ATA At first you see settings for WCM Use lt Next gt to continue In the next window you have to enter your Spare Parts Portal ID and your password FUIITSU THE POSSIBILITIES ARE INFINITE Websphere Password WebSpherelD Password Repeat password Other Users Surname First Hame Support ID WebSpherelD With lt Finish gt you will save new settings and return to the first window With lt Back gt you can correct your settings
72. WO not accepted by SP Out of warranty customer refuses repair fee 4 4 Returning Spare Parts 4 4 1 Return order advise Before sending parts back to FUJITSU Warehouse in S mmerda you have to advise the return in WCM 4 4 1 1 ADEX Orders In case of ADEX order return order is already created The part return form is printed and shipped with the ordered spare part Regarding the physical return process please keep in mind the differentiation between RET RP parts and N parts e R parts WCM code is RET have to be returned to FUJITSU e N parts have only to be advised Do not send these parts back to FUJITSU BUT good parts have to be returned to FUJITSU e NV parts are consumable parts and have only to be advised Do not send these parts back to FUJITSU Difference to N parts good part returns are not possible Detailed return terms are shown in the Service Logistics Manual at http partners ts fujitsu com com service general service spares manual Only in case of an Advanced Exchange ADEX e g if you have ordered in maximum 6 parts the return order number is created with the order already The part return notification is done automatically and the return order is created already The Part Return Form is included in the shipped package Additionally it is available from the Spare Parts Portal and can be printed from there up to 30 days for repairable parts and up to 10 days for non repairable parts In case of Non ADEX ord
73. Warranty LSF RET ECS FTA quantity t Invoice manual selection Manual input of spare part information Search for Workorder Serial fo gt Change List vorkorder Serial No 4 1 5 Single Login to FTS Spare Parts Portal 4 1 5 1 User settings To use the single login option for the FTS Spare Parts Portal the user settings have to be completed by the Spare Parts Portal account data of the Service Partner FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout gt gt WIM User settings ee uch Mews gt DIFS for WWE hi gt Spares t Edit account settings User Information Support ID WCMAccount t Edit field service display Edit linetems display Reports Settings Company Salutation First Name surname i User settings gt gt Customer Department EEN Phone Fax Mobile Email Language Companyloga change gt gt User Permissions WORWVeb Supervisor Mo view workorder oven location Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 65 127 FUJITSU THE POSSIBILITIES ARE INFINITE User Information Salutation First Hame surname Department Phone Fax Mobile Email Language WCMm Password Support ID new password repeat new password Press Button NEXT FUIITSU THE POSSIBILITIES ARE INFINITE Websphere Password m WebSpherelD Password Repeat pas
74. Yallkammer Mike 09 09 2009 AssignedFCO Claims accepted 5 995002281242 YKJNOOZ000 Wallkammer Mike 09 09 2009 i AssignedFCO Cancelled E Fui i E E Closed 995002281261 yKevoo1go3 Hsu Siemens 16 09 2009 AssignedFCO Computers GmbH Fujitsu Siemens E E 995002281271 YRevOO1 308 ne GmbH 2 ee 45 Be Search for Workorder Serial 995002281277 YKJNOD3025 ee 18 092009 0 AssignedFCO Lei e MD Adler Estaria Bel ra This is helpful to get a first overview about all the existing Work Orders 7 2 2 Status in specific Work Order Within a Work Order Work Order detail the current status of this specific Call is also shown FUJI THE POSSIBILITIES ARE INFINITE Home Support Logout ICM Workorder Detail t Repair started t Update service type Field Service Workorder 995002281151 H Technical question Call Date 11 08 2003 Pariner callnumber t Order parts Current Status CrderContir mation i Ersin Product ECS Customer Hame t Return order i Translation Tool Be Saati oe ujitsu Siemens Computers Schark Robert YKOBI 45590 AND Change status Apo mbH F P i _ Appointment arranged gt uch Mews Response Time i repair time Date of Carriage DIFS Code t Keep Material DIFFS for Wich Cancel Yorkorder Service Type Customer Bringin Service Type SP Aaa Bringin t Hew Comment Repor
75. arch for Workorder Serial Problem Description R Problems with memory dump RAM exchanged Line items Material Material number Total Order Ho RET Ho RET ReturnCode KeepMaterial 34005214 1 R 5 Materialnumber Status Total price WTYFEFLSTRATE OK 1 118 00 EUR 3 4 4 4 SWAP Example 4 Monitor was repaired not swapped Occasionally the customer wants to avoid an exchange of his defective monitor Being aware he gives up some service level he asks for repair of his defective unit According to this request the Help Desk opens the claim with service type Collect amp Return In this case no swap process Is in place The same unit is returned to the customer However as the principle service concept for the system is swap the Work Order carries the swap flag and additional information is displayed to remember both Serial Numbers in the further process However the unit is not replaced and the Claim Entry SNR does not change The Service Partner signifies this by simply entering the Entry SNR into the field replacement SNR once again WCM will permit the repetition of the same SNR only for warranty claims with Service Type Collect amp Return The Work Order is assigned by the Helpdesk with Service Type Collect amp Return When the Work Order is claimed and the replacement serial number is to be entered for Collect amp Return Service the same Call Entry SNR is accepted Service Operations Issue May 2012 WCM W
76. artNumber2 3008 a a I Description2 S26361 D2608 A11 1 R791 ECO 26361 D2608 A11 1 R791 S T O AAA Quantity2 1 Price2 AA G O Curenoy2 E OrderNumber2 ETA G O PariNumbers 34013728 oo Descriptions BLU RAY DISC TRIPLE WRITER SATA o o seas O SS ee er A AAA A Quantity3 CA Currency OrderNumber3 8006226786 PartNumber4 88037460 Description4 HDD 250GB SATA 300 7 2K WDC WD2500JS Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 113 127 SNR4 WDC WD2500JS AAA CA Currenoya E OrderNumbers 8008228787200 PartNumbers INN MEN Descriptions O EC O CA O Prices O AA O Ordernumbers ETT O ATT EC O CA O Prices O AA O Ordernumbers PAN SSB EC CA O AR AAA O CAMA AMA Descriptions EC O CAT O Pres O Cuwrenoys O Ordernumbers ETT O A sueo O A O A O AA O CA ETA AT ECT O A O A O AA A A VE OrderNumber10 Spares Ordered 15 03 2011 1888200000000 Spares InDelivery Repair Started a Repair Successtull tom ott O Repair NotSuccestull PickUpCompan rr ANN PickUplasiname PickUpFirstname PickUpstect Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 114 127 PickUpSupplement PickUpCounty PickUpZipcode PickUpcity PickUpCountry RetumCompany fReturnLastname fRetumFirstname ETE EEE RetumCouny fRetumZipcode pRetumcity O fReturnCountry RetumCode
77. atus New Comment 04 05 2012 i 995003693439 E ToClaim Print workorder Customer Name Product ECS Refresh page Fujitsu Technology Solutions i andziora Georg YKDT049995 2H214 i Technical question Translation Tool gt gt WCM News ee C Detail Views Response Time repair time Date of Carriage Call Service Type SP Service Type Customer Messages Bringin Bringin Customer Product Spares order Workorder History R gt System History Condition Symptom Action 2 Sporadic H Hard disk 4 HW Repair with Spare 2 Noise Vibration E 1 Hard disk internal E C Search for Workorder Serial pa Workorder Serial No gt Problem Description Workorder Serial No asdfasdfsadfsadf Invoice L Adler Enter the Serial No Hard Disk exchanged Line Items Material Material number Status Order No 34003251 Proposed 8006605323 34003251 Confirmed 8006605324 34003251 Confirmed 8006605323 34003251 Despatched 8006605324 34003251 Despatched 8006605323 34003251 Returned 8006605324 34003251 Returned 8006605324 34003251 Returned 34003251 Returned 8006605323 Labour Material number Status Total price WTY FLATRATE OK 1 51 00 EUR A 5 8139711198 8139711197 8139711198 8139711197 Sonn SMSSOOOON 6 Accepted by Validation Center after defect parts are returned A A QA Fufirsu PEA Home Support Logout
78. cO THE POSSIBILITIES ARE INFINITE FUJITSU USER MANUAL Du SER o Warranty Clal m M anagement Version V2 61 updated May 11 Pages 127 We accept your updates and proposals for the document with pleasure Please send per mail to WCM Support ts fujitsu com or Georg Kandziora ts fujitsu com Document History and Version Control Note The information contained in this document is the best available at the time this documents has been released and may be subject to change without prior notice document name vrsion de changes WCM WEB User manual_E_V2 0 2 0 final 23 10 2007 Reviewed Version V2 0 WCM WEB User manual_E_V2 1 2 1 final 03 12 07 New chapters 1 1 8 5 2 4 WCM WEB User manual E V2 2 2 2 final 07 02 08 New chapters 1 1 12 4 4 1 1 4 4 1 2 4 4 4 4 4 5 4 6 2 4 7 Changes in chapter 5 WCM WEB User manual_E_V2 3 2 3 final 07 03 08 New chapters 4 1 5 Changes in chapter 5 WCM WEB User manual_E_V2 31 2 3 1 final 20 04 08 Links and Naming updated WCM WEB User manual_E_V2 32 2 3 2 final New chapters 4 1 1 3 4 1 1 4 EEE ees T Changes in chapter 4 4 5 4 4 7 4 6 5 5 2 2 WCM WEB User New chapter 4 1 5 manual_E V2 32a WCM WEB User manual_E_V2 33 2 3 2 prel 28 10 2008 New chapter 1 2 Changes in chapters 4 4 7 4 6 WCM WEB User manual_E_V2 34 2 3 4 01 04 2009 New company name WCM WEB User manual_E_V2 41 2 3 4 21 09 2009 New screenshots according to new branding Changes in Chapter 4 4 3 own stock 3 3 FCO Chap
79. cessful 181 Fuitanu Siemens e Ta claim arrar d T For both ways of claiming the Current Status in the Work Order Detail has now changed into ToClaim Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 106 127 FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout 7 EN Workorder Detail i Field Service Reset To Technical question Call Date Workorder Partner call number Current Status Kegn Edit Refer Sein 15 07 2009 995002281111 Toclaim Customer Name Product Print work gt Translation Tool Fujitsu Siemens Computers Refresh p i Export SmbH Schork Robert YK9B146675 SH 4 gt gt uch News Response Time repair time 2 Date of Carriage DIFS Code Detail v ee DIES for Wich ae Service Type SP Service Type Customer t Cal ares Bringin Bringin t Messages Se Reporte t Customer br i Saul CURRENT VIEW CALL is mn mn Meus mnmm mu After the part is received back physically the Work Order Status changes into ClaimMovedToVC and FUJITSU Validation Centre will verify the Call The Validation Centre VC proves the Call and has the possibility a Of accepting it Then the invoicing process can start b Of shortening it Then you have to confirm or comment as next action c Of rejecting it Then you have to confirm or comment as next action With rejection starts verification wi
80. ch for Workorder Serial H Technical question i Ersin gt Translation Tool E Export 22 VCH News DIFS for wichi Spares gt Reports Settings Customer t Closed gt Help Wiorkorder Serial No Condition Symptom Action 1 Always during processing E Communication external 10 1 Explanation to customer 1 Not recognized 2 IRDA C Adler Problem Description Test Standard aber in Topupzeit IFRS Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 104 127 If the Work Order is still valid and needs to be proceeded status can be reset with action continue Work Order handling which can be found as first menu item from the actions box of the right navigation bar FUJITSU THE POSSIBILITIES ARE INFINITE Change status continue workorder handling Change status to ContinuevvoHandiling w Actinn Continue Workorder Handling t Print workarder t Refresh page Revised status are listed in the Work Order history FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout EN Workorder Detail i Field Service i Technical question Call Date Workorder 10 03 2009 995002270025 Customer Hame Erain Translation Tool Fujitsu Siemens Computers GmbH Response Time repair time e o Schork Robert gt WICK Mews 52 DIFS for WEM Service Type SP gt Spares IP Collect Returr
81. chapter 7 3 or rest with the mouse on them and short explanation screens will arise FUJI THE POSSIBILITIES ARE INFINITE new workorder YEJNOOSOZZ J401 0314 MAI SPP EN MUL er a fan heatsink heatpipe 4012715 COOLER ASSY l Controll CPUs microprocessors quantity here 34012709 CPU INTEL CELERON 575 2 00 GHZ 1MB 34010631 CPU INTEL CORE 2 DUO T5670 1 6GHZ SY 26008 5821 6 41 2 34015947 CPU INTEL CORE DUO T6400 2 00GHZ 2MB 34012364 CPU INTEL MOBILE P9400 2 266HZ Y 26000 80 270 10 34012395 CPU INTEL MOBILE F600 2 46H 2 M0 26006 B527 0 41 1 Mainboards CEM Possibility to search for manu other spare part numbers Manual input of spare part formation pi Change List EJ Finish As long as the Work Order is not claimed additional spare part orders are possible Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 55 127 O Actions t Repair started t Change Status Appointment t Cancel t Mew comment Print workorder Refresh Click on lt Next gt In the next step you have to enter all further settings for your order 4 1 1 2 Delivery Type selection Delivery Comment Standard Delivery will be processed according to the delivery lead times as stated in the Service Logistics Manual Urgent Delivery will be processed according to the delivery lead times as stated in the Service Logistics Manual http partners ts fujitsu com c
82. desk can send comments to you But you can t answer Your comments won t be forwarded to the Helpdesk 7 4 Abbreviations of spare part data In the process of ordering spare parts material numbers are suggested and additional data is given as there are WARRANTY Spare part is in warranty For a warranty repair SP will receive a credit Also limited warranty parts are marked with this flag Local spare part Flag Spare part with local sourcing agreement with FUJITSU Service Country Management Spare part is returnable E g the defective spare part has to be sent to FUJITSU Fit To Asset Spare part fits to the asset serial number Help Desk Approval Process ECS Error Code System Spare part fits to error code if it is ticked at ECS field
83. dit Reference Number CURRENT VIEW CALL Pay Weenies Refresh page Condition Symptom Action 3 Under high Load H Hard disk 4 HW Repair with Spare 2 Noise Vibration 2 en 1 Hard disk internal Messages _ Detail Views Customer Problem Description Order Confirmation Product Hard disc noisy states the order is is received at spares Workorder History Line Items application System History Material Invoice Material number Total Status 340008699 1 Proposed 34003251 1 Proposed 34008899 1 Confirmed Labour Material number Status Total price FL R OF i j UR WTY FLATRATE OK 1 105 60 EUR Enter the Serial No All Work Orders in this status can be retrieved from Status List Open FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout WCM service Calls Open Field Service WWorkorder SP Ref po Serial Mo RT po t Mew Service call Technical question L Ersin Workorder Serial No Customer gt Status Call Number gt Fujitsu Siemens Computers E i Translation Tool 995002270025 YKKROD4689 Kae 10 03 2009 0 Open Requested 0 Rejected 5 Export 995002270036 YESLO22221 Musterkunde Muster 10 03 2009 0 Open ee ee 995002270078 YKJWDOZ2250 Melanie libor 12 03 2009 0 Open Fuji i E E e Open 20 gt gt DIFS for WEM 995002270101 wesLoz2241 Fultsu Siemens Computers 47 02 2908 0
84. e Warranty CRU Fit To Asset Fit To ErrorCode Limited Warranty Limited Warranty Duration Returnable HO gt 70 GB 80 GB Return Materialnumber Return Humber Return Code Product Hierarchy Order information Delvery address Order Ho 56004649065 Company i Hame Express Address MicroCat GmbH CO Rohringer a m Wiesengrund 10 92361 Berngau Country Deutschland As soon as you can see the Status Despatcheo in the Material Status at the bottom of the Work Order Details the spare part is sent out of the FUJITSU stock Line tems Material Material number Total Status Order Ho RET Ho RET ReturnCode KeepMaterial 83037472 3 Proposed golar gra 5 Proposed 8004649065 54002154 1 Proposed 6004649064 Ol L 04002154 1 Confirmed SOO4ES0002 L gogar gra 5 Confirmed SOO4649065 54002154 1 confirmed SOO4E4I9064 ee L polar grz 5 Despatched SOO4E49065 L 54002154 1 Despatched 5004649064 8137126632 LJ anna At A A a A m A al 1 The Status displayed in the Work Order Details now is SparesInDelivery Explanation of all possible Status in Current Status please see chapter 7 2 2 Provided that you have made the settings for Spare Parts Portal as described in chapter 2 you can switch into the Spare Parts Portal with a click on the order number Here you can see the status of your order in section orders overview gt Order Tracking Service Operatio
85. e Product ECS Fujitsu Siemens Computers GmbH Response Time repair time Date of Carriage DIFS Code 0 0 ni i a a a A Lia a a a as a aa a a ja a y Di ee a e lt Service Type SP Service Type Customer OnSite Onsite Edit Reference Number i Ersin i Translation Tool t Print workorder t Refresh page oh Ch News rr DIFS for ch Kandziora Georg YKBTOOI 709 38114 C Detail Views Call gt Spares Sueltas r Messages gt Reports Customer CURRENT VIEW CALL MI ru Spares order iorkorder History System History t Invoice Settings gt customer Additional Information SWAP Call Entry SHR YK67001709 Replacement SHR SWAP YRKETOO1 714 gt gt Help Information This repair was fixed by exchange of the system unit O Search for Workorder Serial WMiorkorder Serial No Condition Symptom Action 3 Under high Load B Board Ram internal i 4 H y Repair with Spare 1 Error message 1 CPU C Adler Problem Description Bad performance under high load solution Fixed by exchange of blade Line tems Material Material number Total Status Order Ho RET ReturnCode KeepMaterial 38006712 1 Proposed 8004649007 Confirme 5004649007 30006712 1 30006712 1 Despatched 5004649001 6137126023 1 30006712 Returned 29004649001 2137126023 Material number Status Total price 3 4 4 2 SWAP Example 2 SNR of defect unit was captu
86. e Partner sends the correct defect SNR during the ToClaim Action in exchange for the original Call Entry SNR the customer communicated Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 34 127 3 4 2 4 To Claim the Work Order After the Call Entry SNR is confirmed and the Replacement SNR is entered in WCM the Work Order is claimed The exceptionally scenarios may apply see chapter 3 4 5 3 4 3 Exceptions where no Swap Data need to be provided Although the system is marked as swappable in the asset data there are some exceptions the Work Order is not processed as Swap 3 4 3 1 Desk to Desk Monitor Exchange in Germany In Germany for Service Type Desk to Desk two Work Orders are opened by the Help Desk in parallel The first one for the on site Service Partner Desk to Desk and another one for the Logistics Partner Door to Door For Service Type Desk to Desk no update of the Call Entry SNR1 by the actually identified SNR3 nor an update of the Work Order with the Replacement SNR2 SWAP is required Both information are retrieved from the parallel Work Order of the Logistics Partner As the Logistics Partner owns the swap stock information and forwards the defective system to the repair centre WCM differentiates the Work Orders automatically 3 4 3 2 Forwarded Work Orders If in the country organization the Work Order forward process is implemented i e a Service Partner is defined who can r
87. e Forward Service Partner new workorder Fujitsu Technology Solutions a new workorder FUJITSU THE POSSIBILITIES ARE INFINITE Pick up address Preselect Customer partner Reset Company Surname First Name Street Address 2 County Post Code Town Country Deutschland Phone Date on 23 09 2009 E Return Address Preselect Customer partner Reset Company Surname First Name Street wf Vertrauensw rdige Sites Gesch tzter Modus Inaktiv Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 122 127 After the Forward Service Partner Repairer accepted the claim you are informed about the new Work Order number the Forwarded Service Partner Repairer received while taking over the call FUJITSU THE POSSIBILITIES ARE INFINITE Home Support N oe Workorder Detail ne i Field Service Return order Overview Call Date Workorder Partner call number Current Status 21 09 2009 995002281294 Forwarded Customer Name Product ECS Fujitsu Siemens Computers E E GmbH Response Time i repair time Date of Carriage DIFS Code Keep Material i Technical question i Ersin New Comment i Translation Tool Print workorder he Export WEM News gt DIFS for WEM Spares Reports Customer FRE CURRENT VIEW CALL Product Customer Spares order Help Refresh page Kandziora Georg YKKRO11111 2E22U C Detai
88. e Provider Grouping Number 000000000000053931 Fujitsu Technology Solutions 5 L Fujitsu TS Spain ES82 Serv supply Date See Attachment AV DE BRUSELAS 13 ED AMERICA 28108 ALCOBENDAS Claim Number See Attachment SPAIN No invoice request for issuing the invoice UNIT DESCRIPTION UNIT PRICE TOTAL AMOUNT 1 PC Product related service costs 24 760 44 EUR 4 760 44 EUR for labour 1 PC Product related service costs 0 00 EUR 0 00 EUR for local spare parts Total net amount 4 760 44 EUR Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 117 127 The partner reference is added to the detail documents for both invoices and invoice proposals in the line items menu SA ID sender Proposal Recipient Fujitsu Technology Solutions S L Fujitsu S Computers S L Fujitsu TS Spain ES82 Serv Avenida de Bruselas 13 AV DE BRUSELAS 13 ED AMERICA Alcobendas Madrid ALCOBENDAS 28100 28108 SPAIN SPAIN VAT ID ESB82441908 VAT ID ESH8 27441908 Vendor Nr Attachment to Invoice Prop 0000002000012458 Service Provider of 28 05 2009 Fujitsu Technology Solutions S L Fujitsu TS Spain ES82 Serv AV DE BRUSELAS 13 ED AMERICA 28108 ALCOBENDAS SPAIN Service Provider Nr 0041602213 GROUPING PERIOD GROUPING NR 28 04 2009 28 05 2009 Monthly 000000000000053931 SUPPLY DATE A TOTAL AMOUNT 15 04 2009 235 00 EUR 14 04 2009 16 00 235 00 EUR
89. e material has expired To proceed please choose option Keep Material 4 4 6 Claim Reference on Part Return Form The partner internal call number text recorded by the Service Partner as Claim Reference is displayed on the Part Return Form for all Product Warranty Returns FU ITSU TEE POFFOROLITITE ANA Pee Home Support Logout 3 WOM Workorder Detail Field Service a gt Chal Viator cies Renee traded Technical question Call Date Workorder Partner call mamih Current Salus Ersin A AA it A Te stRob a odas servico hpg Customer Hama Pre ECS Repar successful Tarh Tod REN cen MAN TEOGA Order paris Export Response Time repair irme Date of Carriage ie S Code Return onde WOM Mews 45 0 Keep Mates DES tor AM Service Type SP Servico Type Customer i Canea scher gt gt Spares SERA A AI NENNE New Comment gt gt Reports Ei Faference Hark 3 Settings CURRENT VIEW CALL O rei 2 Hit Condition Tampo Action hh i 1 avers dung processing 3 Board Ram mberrial E 4 PA Epa ei Spare C Detail Vera D a Mo ee aca aaa E b lAn cnt a Lia rr enar Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Confirmation Product Warranty Return Page 89 127 Delivery Address Fujitsu Spares Supply Center Rampe 17 18 Erfurter H he 8 99510 S mmerda Germany Customer Nr Customer
90. e of being understood internationally in exactly the same way and furthermore it provides the opportunity of pre diagnostics This will be perceivable to your benefit in a significant decrease of DOAs especially for sporadic failures and in an enhancement for the automated spares proposals module of WCM In the long run it will also help repairers of components to make precise diagnostics on chip level instead of stating No Defect Found diagnosis The ECS code is mandatory in the Call opening file and again in the status update after the repair is done and Call is claimed Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 6 127 1 1 3 System serial number As usual the serial number is the major means to verify the warranty As in the improved WCM process the warranty check is placed at the very beginning with a Serial number you will be entrusted with a warranty Work Order If no Serial number is available on the FUJITSU System e g the number is illegible only the FUJITSU Helpdesk can open a Call Not contacting the Helpdesk in those cases means the repairing is done at your own risk The System serial number is mandatory for warranty check at the very beginning of Call process in WCM 1 1 4 Service Type The service type under warranty is registered in ADLER Installed Base data base If the warranty is expired but goodwill shall be granted then this can also handled by Work Order offer
91. e order Attention A return order will be created regarding to the selected Maternal and its Amount Enter the order number which the DOA return refers to Then click on lt Finish gt As confirmation you receive the following screen return order FUJITSU THE POSSIBILITIES ARE INFINITE Information The request for return orders is placed Check order confirmation 813 in detail view call OO00000000Ss037 53 Remember If you only mark the little box in front of the description a normal warranty return order is created Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 95 127 4 6 2 Workaround for DOA after repair finished Once a Work Order is claimed no more Spare Part Returns can be added The DOA handling described in 4 6 1 is not possible In case the new part is working right after the break fix but fails again in between the spare part warranty period 185 days a complaint order for Part Warranty Return Dead on arrival can be opened in MIRO Spare Parts Portal as described below This order process only works for spare part complaints of parts previously ordered as ADEX order Complaint orders for previous standard spare part orders can be done without Work Order reference only 4 6 2 1 Part Warranty DOA Complaint Order to replace a previous delivery on ADEX order 1 Former Repair Service Partner opened WO 995003125348 with order 8006226945 After repair finish
92. e tems Sya Material F Invo Material number Total Status Order Ho RET Ho RET Returntode KeepMaterial tata Ea inae 1 Proposed 2004649961 L 53037472 1 Confirmed 2004649961 88037472 2004549961 8137126952 u vo Labour Materialnumber Status Total price WTEFLSTRATE OK 1 40 50 EUR Ent Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 82 127 material details FUJITSU THE POSSIBILITIES ARE INFINITE Material Material number Description Date Status as0374r2 HDD 506B SATA 300 7 2K MADE D5SDOJO S2 07 05 2009 14 30 Returned Order location Total price CustomsU0uty LSF Order How ordered MIRC 1 73 53 EUR L C Material Details Return Type R46 Warranty CRU Return Materialnumber Limited Warranty Fit To Asset Return Humber 3137123677 imitea Warranty Duration Fit To ErrorCode Return Code l Returnable Product Hierarchy HD 70 GB 80 GB Order information Deliwery address Order Ho 00046439961 Express Click on the return number and you will be transmitted into Spare Parts Portal Here you can print the PRF form for sending back the defective parts see chapter 4 4 2 The part return form is available for printing up to 10 days 4 4 2 Physical part return For the physical part return it is necessary to enclose the PRF Form which must be printed out of Spare Parts Portal Clicking on the return order number as described in chapte
93. eceive Work Orders from WCM WEB User Accounts of other Service Partners the WCM WEB User Account who opened the claim is not requested to deliver the Swap data Only the receiving WCM Service Partner account has to provide the Swap data WCM distinguishes the status of forwarded Work Orders automatically 3 4 3 3 Named repair for Displays with Door to Door Service Despite the related monitor product family normally is maintained by Door to Door Service in single cases the customer requests a named repair and gets his original system back after repair Those repair orders are opened in WCM with Service Type Collect amp Return The Swap applies but as the Call Entry SNR1 and Replacement SNR2 are identically no Swap of the warranty data is executed WCM will distinguish automatically if Service Type is C amp R and Call Entry SNR1 is equal to Replacement SNR2 The Swap Flag is removed from the Work Order data in WCM 3 4 3 4 Repair of Blades Repair on Blade Systems require a SWAP process if the whole unit is replaced This is the case if the failure unit is the Blade Master or Blade Slave board which is combined to the housing However a Blade failure might be fixed by replacing a modular component e g the RAM The unit is not replaced and the Call Entry SNR1 does not change The Service Partner signifies this by simply entering the Call Entry SNR1 for the Replacement SNR2 once again 3 4 4 WCM WEB information 3 4 4 1 SWAP Example 1 whole
94. ech parts misc 60039969 2 5 INCH HDD DUMMY MODULE SNP 43040071759 34003342 BP INTERFACE SNP ASC40076903 CPU DUMMY ROHS SNP ASC40060362 R 3 5 3 2 Rejection by Service Desk If the Service Desk decides the Work Order request is not covered by warranty or can be solved without a Work Order the request is rejected The name of the Service Desk Agent in charge and the reject reason is displayed in the red highlighted information area at the screen FUJITSU Home Support Logout 2 WCM i Field Service Workorder Detail O Actions New Comment Overview Call Date Workorder Partner call number Current Status eos 11 02 2011 995003125056 Rejected Refresh page Customer Name Product ECS Fujitsu Technology Solutions Kandziora Georg YK7TWO14281 24114 O Detail Views Response Time i repair time Date of Carriage DIFS Code Technical question i Ersin Translation Tool i Export WEM News gt DIFS for WEM Call Messages Service Type SP i Service Type Customer a E t LUSsStomer OnSite OnSite ustomer Product gt Spares gt gt Reports gt gt Settings Service Desk Information RE Reason Repeated Repair Workorder History else unsuccessful repair System History Service Partner customer complaining about repeated failure again Explanation gt Customer gt Help Inwoice Information L Search for Workorder Serial iia Reason for rejectton Workord
95. ective SMR here Please enter the serialnumber of the new SWAP asset Replacement SUR SHAFI YReEUOO 154 The claim will move into Status ToClaim In the status ToClaim the additional information with the swap remark disappears Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 41 127 FUJITSU THE rossinnunies ane cuevnite fC O Home Support Logout 5 WCM Workorder Detail j Field Service Reset To claim i Technical question Call Date Workorder Partner call number Current Status New Comment i Ersin 25 03 2009 995002270160 ToClaim Edit Reference Number i Translation Tool Customer Hame Product ECS gt Print workorder Export dsc AS Kandziora Georg YK6U001154 384424 Refresh page gt gt WCM News Response Time repair time Date of Carriage DIFS Code O a i _ Detail Views gt gt DIFS for WCM AAA A AA AE ute A E E A a Service Type SP Service Type Customer Call gt Spares a a Aga en OnSite OnSite gt Messages gt gt Reports Customer gt gt i re zuge CURRENT VIEW CALL ME gt Product gt gt Customer gt Spares order gt gt Help orkorder History NaN Symptom i vanes a System History 3 Under high Load B Board Ram internal lO 4 AVY Repair with Spare Karen WW Warning message detail in gt Invoice comments Die ddr C Se
96. ed 5 During start up G General BIOS fimware update 6 During switch off pS 7 During Standby mode Input device 8 During Configuration Installation Non technical 3 Environment Vibration Power Chassis A Environment Disk array RAID B Environment Hot 5 Software OS C Environment Wet Sound Audio D Environment Dusty Security E After HW upgrade F Alter SW Driver05 update G Damaged dropped X Not Applicable unknown No function audible detectable a Hard disk is not recognized Noise Vibration lila mad mar f epin mk em aha No spare part shall be ordered in WCM WEB Not from Own Stock nor from MIRO After the Help Desk approved the Work Order a DOA complaint order can be opened for the original ADEX order 8006226945 in the FTS Spare Parts Portal Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 96 127 a Workflow for Users via the Spare Part Portal Websphere FUJITSU Home Support Logout Es SELECT Part Warranty Return Dead on Arrival WEM News create order spare parts cataloque Reports gt DIFS for WEM i Here you can retum spare parts that are still within the warranty period or which were returns deli ed dama i l Y Spares delivered damaged faulty orders overview ie Defective Part identification E Your Reference wy FRA complaints 995003125348 Former Work Orde
97. ed from the FUJITSU Helpdesk only In goodwill cases also Work Order numbers are created Work Order number is always linked with a service type However if the service type covered by FUJITSU warranty registered in ADLER is wrong you can seta flag wrong ADLER data flag and proceed to repair In parallel you shall provide the warranty proof from the customer together with the Work Order number to FUJITSU Service Partner Management to have the Adler Data Base updated for later approval of the FUJITSU Validation Center The WCM warranty commitment is stated to be preliminary and will be finalized by means of provided documentation by the FUJITSU Validation Centre after the repair is done Service Type is registered in ADLER data base and must be in warranty for self assiqned Calls Otherwise the Helpdesk needs to be called 1 1 5 ADEX Order If the SP orders less than 6 spare parts per Call and less than 2 pieces per order the order will automatically performed as ADEX order Advanced Exchange Order In this case an order and a return order will be created at the same time In contrary to the normal order process where an order is placed and later on a return order must be created additionally the ADEX process saves time paper work accounting effort and reduce the accrued liabilities of the SP The SP will not receive an invoice or credit note if the defective part is sent back within the deadlines for defect part returns stated
98. efresh page Condition Symptom Action 2 Sporadic H Hard disk 4 HW Repair with Spare L Detail Views 2 Noise Vibration i E 1 Hard disk internal gt Messages Customer Problem Description Product asdfasdfsadfsadf Spares order Workorder History Line Items System History Material Invoice Materialnumber Status Total Order No RET RET No 34003251 Proposed 1 8006605323 34003251 Confirmed 1 800660533 O O Labour Material number Status Total price WTY FLATRATE OK 1 51 00 EUR C Search for Workorder Serial Workorder Serial No L Adler Enter the Serial No 2 Repair failed To document the situation for your own overview it is possible to change the status to repair interrupted and enter a reason to the Workorder This step is optional i FUJITSU A Home Support Logout en Workorder Detail O Actions a i Field Service Overview Repair started Technical question Call Date Workorder Partner call number Current Status Repair failed en 04 05 2012 995003693439 RepairStarted Update service type i Translation Tool Customer Name Product i ECS Repair successful i Export dy rn Ana Kandziora Georg YKDT049995 2H214 Order parts i i i Return order gt gt WCM News Response Time repair time Date of Carriage DIFS Code 43 9 Change status Spares Service Type SP Serv
99. emens Computers GmbH Response Time repair time Date of Carriage DIFS Code Update service type i Ersin Repair successful i Translation Tool j Order parts Kandziora Georg YK6UDO1154 SBV24 i Export Return order Keep Material Service Type SP Service Type Customer Cancel Workorder OnSite OnSite New Comment Edit Reference Number Print vweorkorder Refresh page Condition Symptom Action 3 Under high Load B Board Ram internal lO i 4 HW Repair with Spare Warning message detail in comments 2 Memory cache C Detail Views Call Messages Customer PER Product Problem Description Problems with memory dump gt Spares order YYorkorder History System History Invoice Solution RAM exchanged _ Search for Workorder Serial Line Items Wiorkorder Serial No Material Materialnumber Total Status Order Ho RET Ho RET ReturnCode KeepMaterial 34005214 1 Proposed 7 C Adler Labour Enter the Serial No Materialnumber Status Total price WTY FLATRATE OK 1 115 00 EUR workorder to claim FUJITSU THE POSSIBILITIES ARE INFINITE Change status Change status to To Claim Please enter the serialnumber of the defect asset Call Entry SMR YKEUOOA 154 HOTE Please double check the Serial No entered during call open is identical with the Serial No of the defective customer system If not please enter det
100. epend on the individual contract with FTS Service Parts Logistics FUJITSU Home Support Logout gt WEM 2 gt WEN News SELECT gt DIFS for WEM aa eee Spares returns i Services orders overview gt Reports Spare parts catalogue gt Settings complaints gt Customer di USER Create Order Delivery Information Delivery Priority amp Standard Express Emergency Courier 5 Emergency Pickup Saturday shipment CONTINUE Note Service charges may be added according to contract agreements Outside Germany for Express please check with our Order Management first whether your requirements can be covered by Standard priority If there is a need to make a complaint m Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 67 127 Fufrsu _ Home Support Logout N gt gt WEM gt gt WCM News SELECT Create Order Delivery Information DIFS for WCM r ai SORRE Delivery Priority Standard E CHANGE DELIVERY INFORMATION Spares returns i Services orders overview T Your Reference gt gt Reports Spare parts catalogue gt Settings complaints Additional reference Call ID Workorder Nr Customer wiles High availability dr en Freezing Contract Mr Delay order release until A Goods will not be reserved ZZ Contact person Telephone Delivery Addresses Sold to address
101. er Serial No Rejected rejected no Help Desk approwal Helpdesk Comment Kandziora Geo The sound of the Hard Disk is within the specification L Adler Enter the Serial No CURRENT VIEW CALL MA Condition Symptom Action oe H Hard disk 4 HW Repair with Spare 2 Noise Vibration 1 Hard disk internal 3 5 4 Exceptions The Service Desk Approval process does not apply for assets with SWAP Flag This serial numbers are excluded from repeated repair detection for claims with service type out of warranty for Work Orders of Global Project Accounts Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 54 127 4 Call Processing 4 1 Ordering Spare Parts 4 1 1 Ordering of spare parts at FUJITSU with WCM WEB standard 4 1 1 1 Material selection It is only possible to order at most 5 pieces per Call For an order with several parts you will receive only one order number If you order only one piece per Call it automatically will be an ADEX Order detailed explanation see chapter 1 1 5 e g the order will be created and in parallel also the return order You can order the suggested part s or search for specific material nos With a click on the button Change List the complete material list is displayed With the buttons plus and minus it is possible to define the quantity Explanation of abbreviations LSF RET etc see
102. er status will go to ClaimAcceptedbyVC and will be paid in the next invoice with this amount If you select Reject rejection Action menu a screen will open for your comments to be transferred to the Validation Centre within WCM Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 110 127 By choosing Accept rejection Action menu on right side you can agree on the validation result from the FUJITSU Validation Centre The Work Order will move to status cancelled In case the Work Order was not rejected but revised only and you have accepted the decision from FUJITSU the Work Order status will go to ClaimAcceptedbyVC and will be paid in the next invoice with this amount If you select Reject rejection Action menu a screen will open for your comments to be transferred to the Validation Centre within WCM reject rejection FUJITS THE POSSIBILITIES ARE INFINITE Reject rejection rejection not acceptable Rejection mark Rejection Then click on lt Finish gt The Call will change to the status ValidationFeedbackBySP For a better traceability of the communication all the communicated messages are stored in the Work Order History Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 111 127 CURRENT VIEW WORKORDER HISTORY i Workorder History Start 10 03 2009 16 02 00 10 03 2009 16 0
103. er was entered together with the call open FUJITSU FEE FREIHEIT KME PRUE Home Support Logout 3 Weu Workorder Detail Field Sence Techn question Cal Date Workorder Partner call number Current Status L Eran 18 gabi Peer ery Fe Requested Refresh pa Tr Toal Cutlet Hame Product ECs Click on Refresh page to see the order confirmation Current Work Order status subsequently changes into Open and after spares application confirmed the order the status changes into SparesOrdered Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 59 127 FUJITSU THE POSSIBILITIES ARE INFINITE ae Home Support Logout i j I sb ms WCM Workorder Detail L Acton io Field Service Repair started Update service type Order parts Return order Call Date Workorder Partner call number Current Status 16 09 2009 995002281256 SparesOrdered Customer Name Product ECS Fujitsu Siemens Computers 2 Kandziora Georg 2 YKDT003831 2 3H214 i Technical question i Ersin i Translation Tool O Change status Sen pol 7 gt WCM News gt gt DIFS for WEM rr Spares Reports Settings Customer Help GmbH rane E Appointment arranged Response Time i repair time Date of Carriage DIFS Code Keep Material Service Type SP Service Type Customer E ARS OnSite 24h performance OnSite 24h performance New Comment E
104. ered material and returned material number To insure full material credit is granted it is recommended to acknowledge the regional deadlines for part returns which may be shorter than 30 days Please refer to the deadlines mentioned in previous chapter Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 7 127 After 30 days the WCM WEB User only can set the Keep Material Flag to proceed with the Claim See below chapter 4 5 If no return takes place after the maximum return period defined in the Service Logistics Manual is exceeded the return order will be cancelled The Return Code CAN90 will be transferred to WCM Therewith the claim will be forwarded to the Validation Centre to agree on the service flat rate Afterwards return orders can only for special cases be winded up by Spares Return Clearing department 1 1 7 Ship only order in the Spare Parts Portal Orders related to a Work Order should always be created in WCM If by any reason the SP wants to create an order in the Spare Parts Portal instead of WCM there are some particular handling instructions Basically Warranty orders should always be entered in WCM In the Spare Parts Portal you can choose between ADEX or ship only orders Ship only order Ship only orders are not restricted on warranty orders only Thus the mask does not contain serial number fields As a warranty order requests serial number and Work Order please do
105. ers you advise the return as follows 4 4 1 2 Orders with more than one part In case of Non ADEX orders e g if more than 6 parts have been ordered you advise the return as follows Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 80 127 FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout E E 3 E Workorder Detail E iii une Technical question Call Date Workorder Partner call number Current Status F Update servite type L Erain 24 02 2009 995002264908 MCST 61 2684 SparesinDelivery parts Customer Hame Product ECS t Return order i Translation Tool i E l f i i i ande sta i Export c E 134158348 10284 E E i F Appointment arranged WMA Hews kesponse lime repair time Date of Carriage DIFS Code Keep Material gt gt DIFS for Wucht DR E mS Service Type SP Service Type Customer PEN ares i p Bringin Bringln New Comment 2 gt Reports t Edit Reference Number i Print kore Os CURRENT VIEW CALL E Customer Refresh page gt Help Condition miriam rt Mark the parts which you want to advise and send them back to FUJITSU if RET parts return order FUJI THE POSSIBILITIES ARE INFINITE HDD 120GB SEAGATE ST91 2082245 y on 000000000034005829 MIRO O Order Ho Return Material number GoodPart d Description Material number Order Location HOD 12068 SATAMOB 5 4H WDC I WoC VIN 2000EW5 508 Order Ho Return Mate
106. ery note new workorder FUJITSU THE POSSIBILITIES ARE IMFIMITE Information Condition Error Code ECS Plus MFS Code manclatory Problem Description field 350 characters available service partner reference 20 characters available number order spares a Var O Na Error Code System Fujitsu Technology Solutions ol X Condition Symptom Fails from initial power on Battery Accu CPU No Defect Found Functional Check only Always during processing Board Ram 7 internal 10 Memory cache Explanation to customer Sporadic Communication external 10 Clock z timer Re adjust cabling Under high Load Display ideo Fan Ship customer replaceable urit During mechanical adjustment movernent Removable drives changer PEMELA H w Fepair with Spare During start up General 5 4 Hw Fepair wo Spare During switch off Hard disk PCI System exchanged During Standby mode Input device Flle Hw Repair and info to Partner During ConfgurationInstallation Non technical IDE Reload Environment Vibration Power Chassis SATA Sw Update Environment Cold Disk array RAID SCSI BIOS Firmware update Environment Hot Software OS Connector Driver Update Environment Wet Environment Dusty After HW upgrade After Se Dnver O5 update Damaged dropped Not Applicable unknown
107. ess Note Serial Numbers for warranty claim entry Aj Customer Product Condition Symptom Action Spares order 3 Under high Load B Board Ram internal lO 4 Hy Repair with Spare 1 Error message 1 CPU WWorkorder History System History Invoice Problem Description Bad performance under high load _ Search for Workorder Serial Line Items Material Workorder Serial No Materialnumber Total Status Order No RET Ho RET ReturnCode KeepMaterial gt C Adler 38006712 1 Proposed A Enter the Serial No Labour Materialnumber Status Total price WTY FLATRATE OK 1 118 00 EUR SNR entry of replacement system The replacement system can be ordered and the repair started and finished is confirmed in WCM as usual When the Work Order is claimed the system SNR of the Claim Entry is displayed If the actual defect system SNR differs from the Claim Entry SNR the Help Desk had recorded from the customer call earlier the Claim Entry SNR needs to be overwritten workorder to claim FUIITSU THE POSSIBILITIES ARE INFINITE Change status Change status to To Claim Please enter the serialnumber of the defect asset Call Entry ShHR YKETOO1 709 HOTE Please double check the Serial No entered during call open is identical with the Serial Mo of the defective customer system If not please enter detective SNR here After confirmation by pressing the button Finish a second
108. eturn Work 04 01 2012 Door To Door Material 04 01 2072 Return To Base Response 0 Bringin Time Bringin repair time o Material repair time o Material 1 Product information ADLER product information 2 Customer has paid for Customer warranty data 3 Service to be provided at FUJITSU Expense FUJITSU reimbursement data Select a Service type in the customer has paid for section Click on lt Next gt to proceed Now the qualification and repair scope of the Service Partner and the selected Service Type will be checked against the customer system s warranty details If this check fails you will be notified about the reason Serial number can also be blocked if an open Work Order already exists or have been closed recently For these problems please contact the local FUJITSU Helpdesk 3 2 1 Customer address If the check is alright you have to enter the customer information next There are two possibilities 1 Customer already exists Search for the name if address already exists Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 20 127 FUJITS THE POSSIBILITIES ARE IMFIMITE new workorder TKD SOGRE SUS Search customer Customer if Company Surname First Hame Towre Create new customer O new workorder FU ITSI TEE POSSIBILITIES ARE INFINITE TKO S0s8205 stomer Detail
109. eturn Advise do have a checkbox which can be ticked for claiming this is convenient for a higher number of Calls to claim at once Please acknowledge the checkbox will only appear after the return order is transferred from the Spare Parts Portal to WCM This may take some time if the return notification was entered in Spare Parts Portal instead of WCM WEB In our example only 3 boxes are selected for claiming and therefore ticked FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout L Actions e Claim WWorkorder UU Ch Service Calls Repair successful Workorder SP Ret po Field Service Serial Mo i Technical question Customer gt Serial No gt Workorder gt Ersin ee XxX 995002240134 YK3J098050 Tran ThiHanh 17 02 2009 0 RepalrSuccessful MCST 610950 s eer 1395002264990 YKAJOS3895 Curanum AG i 24 02 2009 48 RepairSuccessful MOST 612734 Requested 0 Fujitsu Siemens i Rejected 5 22 NICH News 95002270019 YESD000120 Computers 09 03 2009 0 RepairSuccessful a gt DIFS for WC mbH u S Fujitsu Siemens Open 18 pales 4995002270020 YE8DO00119 Computers 09 03 2009 0 ResetToclaim t In Progress 58 Reports een Double Flatrate Calls 1 Fujteu Siemens E m Era ett NE 995002270033 YKGTOD17OS Computers 10 03 2009 0 RepairSuccessful a LA gt Customer E GmbH E E E E Repair suc
110. g or the ESD packaging is originally sealed Use function Good Part Return in WCM NV Part MIRO is not accepting Good Part Return for NV Parts For further details see Service Logistics Manual at http partners ts fujitsu com com service general service spares manual 4 7 Central Work Order monitoring Work Orders where no material has been ordered yet and no repair started flag has been set within the last 90 days will be moved into a new status Awaiting immediate action and the Service Partner gets an info message 4 6 5 2 How to return unused parts Overview FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout Requested 01 t Rejected 5 r Assigned 12 Open 17 Wrorkorder Detail In Preatess 88 WEM Field Service Call Date Workorder Partner call number Current Status 10 03 2009 995002270025 Awyaltingimmediate ction Customer Hame Product ECS To claim error 17 ad Siemens COMPYIETSSchork Robert VKKROO4883 ACN Claim WWorkorder 71 Response Time repair time Date of Carriage DIFS Code t Validation center 41 i 12 03 2009 YC Revised Claims 1 Service Type SP Service Type Customer WE Rejected Claims 0 Collect Return Collect Return t Replied to Validation center 31 t Claims accepted 3 Information Cancelled Attention Awaiting Immediate Action Continue 442 handling until 07 10 2009 Otherwise WG is cancelled Invoice LC Sear
111. gt Customer RESULT Help Frequently Asked Questions A Manuals Enter the keyword you look for answers and press search FUNTSU THE POSSIBILITIES ARE INFINITE Home Support Logout WEM Frequently Asked Questions gt Wh Hews gt gt DIFS for YVCM Lau gt Spares Category All w Language English SEARCH E Reports Settings RESULT Customer Help What does it mean SP Repair Scope does not contain asset You have no permission to repair the mentioned asset Therefore you receive this error message and are not able to create a workorder In order to help your customer as quickly as possible please contact your local Helpdesk to get a Wi opened and assigned to a Service Partner who has got the repair scope for the asset in question If you wish the Frequently Asked Questions E Manuals settings to be changed please contact your Country Manager Your Country Manager can update your repair scope assignments if this iz needed Did this entry help You Wes Bo wart to cantact WWCM Support If the answer was not sufficient try another keyword or contact the WCM Support by pressing the line No I want to contact WCM Support Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 11 127 FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout VCH Contact WCM Support oe WWM News ee DIFS for Wucht Contact Form
112. gt Spares 2 gt Reports gt gt Settings Customer Help CURRENT VIEW CALL Problem Description Key T stuck Line Items Material Material number Total Status 34003821 1 Proposed After the call is opened with service type different from service type CRU the Work Order is assigned and the field change order information is displayed E new workorder Fujitsu Technology Solutions FUjITSO THE POSSIBILITIES ARE INFINITE new workorder YKevoo1302 The following FCO have been found for YK8V001322 e FCO In case of instable system function sporadic system freeze overheating or similar symptoms please refer to Support Bulletin 5B H 07052 1 prior to swap any parts Please also check the soldering at the heat pipe Attention There is a FCO of Type A This will prevent the creation of a CRU workorder Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout Workorder Detail Overview Call Date 16 09 2009 Customer Fujitsu Siemens Computers GmbH E Response Time E repair time 0 0 Service Type 5P z WCM i Field Service Workorder 995002281260 Name Technical question Ersin i Translation Tool Export gt WCM News gt DIFS for WCM gt Spares gt gt Reports gt Settings gt Customer gt Help Kandziora Georg Bringin CURRENT
113. he Service Partner opens a Work Order Request and one of the 4 business events mentioned above applies upon which the claim request is forwarded to the Service Desk WCM WEB displays this 2 The Service Desk makes a decision The WO can be rejected or approved In WCM the status changes accordingly 3 The Service Partner acknowledges changes and if necessary accepts the WO assignment again 4 The Work Order is opened The particular work flow steps are explained in this chapter 3 5 2 Claim Request by Service Partner 3 5 2 1 Event 1 SP is restricted to Service Desk Work Orders In countries where Service Partners are not authorized to open self assigned claims they now can open warranty claim requests in WCM WEB instead of calling the Help Desk or sending e mails The claims are pending in status Requested until the Help Desk decided if the Work Order will be moved into Status Open or Rejected The Service Partner is informed that the Service Desk is involved and the approval is pending ruf rsu A Home Support Logout a i i E wem Workorder Detail L Field Service gt New Comment Technical question Call Date Workorder Partner call number f Current Status gt Print workorder i Ersin 11 02 2011 995003125037 hi Requested Refresh page A Customer Name Product EC s i Translation Tool Fujitsu Technology Solutions Kandziora
114. he Spare Part can be deselected from MIRO Order E g in case the spare part for the FCO u was supplied by Product Operation separately These spares wre suggested for the can Material n nber Description Warranty LSF RET ECS FTA quantity 34024372 OU u u Oo 1 3 3 1 Different priority levels of FCO There are different priority levels of FCOs We distinguish into 2 different types of FCOs FCO Type A and FCO Type A1 FCO Type A describes the critical FCOs which have to be executed and handled by the specific service providers SP in any case even if the suggested service type ST during the call entry at the Help Desk was CRU initially FCO Type A1 describes the minor critical FCOs Unlike the FCO Type A the FCO Type A1 is ignored in case the service type is CRU In most countries the CRU process is enabled for the Help Desk only where the described logic above is fully supported in Support Assistant Only in some countries the Service Type CRU is enabled for WCM WEB self assigned claims 3 3 2 Different priority levels of FCO For countries where the Service Type CRU is enabled for WCM WEB self assigned claims the following section describes how this functionality is integrated into the WCM WEB claim handling workflow Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 28 127 3 3 2 1 FCO is of type A and the service type is CRU In case the FCO is of type A and the se
115. ice Type Customer Appointment arranged Bringin Bringin Keep Material gt gt Reports i Change status Fujitsu Technology Solutions So Beets CURRENT VIEW CALL gt gt Customer change status u ECS Condition Symptom Action 2 Sporadic H Hard disk 4 HW Repair with Spi 2 Noise Vibration 1 Hard disk internal Change status Problem Description g asdfasdfsadfsadf Change status to Repairinterrupted Spare Part defective Line Items Material Material number Status Order No RET RET No 34003251 Proposed 8006605323 a 34003251 Confirmed 8006605323 m 34003251 Returned 8006605323 8139711197 Labour Material number Status Total price WTY FLATRATE OK 1 51 00 EUR J Vertrauensw rdige Sites Gesch tzter Modus Inaktiv 10 v 2012 Fujitsu Technology Solutions Imprint Privacy policy Terms of use 3 Return of defective material by DOA return order Choose action Return Order and go to complaint Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Fujitsu Page 73 127 Mite Segget Logat ss Workorder Detail Fei lar as a e xew Cl Das freee I EF yt mornare 1 LS we MN aa le t Da A DA comes Gare x tae res w bt tarar Yo ne o hea B vinka run lo P on DE nz on mete wire CA a ms rr si gen 7 Wa T Miem r rytee masas wore E dl m ot Co are
116. ield change order With WCM it is possible to support recalls The list of serial numbers affected can be loaded WCM will identify related systems during a call suggest spare parts and grant additional flat rates if necessary The WCM FCO function will not replace the FUJITSU FCO process but support it Thus for all systems in a normal call it is assured the necessary FCO is executed as well The exact procedure has to be agreed with Product Operation case by case The screenshots attached only can give an impression how it looks like in the system if a FCO is involved Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 26 127 FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout If a Field Change Order is assigned the status WCM i Field Service changes to AssignedFCO gt Accept workorder Reject workorder Technical question AssignedFCO New Comment Product ECS YK25001945 1EM24 i Date of Carriage i DIFS Code 9 2 2009 Customer fe Ersin Edit Reference Number i Translation Tool Luo Print workorder Fese po Response Time gt Refresh page Service Type SP Service OnSite 24h performance Brief Field Change Order Information e g with reference to related FTS Service Bulletins appear CURRENT VIEW CALL ECS Condition 1 Always during processing Sy
117. ing Fee pm Bringin ss ees t Customer gt Settings mn CURRENT VIEW CALL oi Please acknowledge The Service Type is reduced to handlings fee Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 123 127 7 Annex 7 1 Error Message In WCM following Error Messages may occur if entries are not accepted Da Reject Text in WCM WEB Explanation No 90 day rule Call information forwarded too late 90 day rule 7 days rule Serial no was already claimed recently Double WO WO for this Serial no already opened Missing Qualification of SP A 5 FCO not accepted by SP _ ss 6 WO not accepted by SP __ o d 7 OoW customer refuses repair fee oS 8 OutofWarranty OoW 9 Spare part asset mismatch Spare partdoesnotfittothisasset_ DO 11 Customer cancellation ss 12 Wrong ADLER data no proof provided o gt SSS 13 No ADLER data no proof provided SSS o 14 Customer Self Inflicted ss 18 WO was claimed too late CN Correction needed os 7 2 Service Call Status At three different places in the WCM WEB Screens status arise which are explained here in detail to avoid misunderstandings and to ease the distinction when talking about any status 7 2 1 Service Call Status 1 Level In WCM WEB on Level Field Service Service Calls are grouped into Status which are shown there on the right side Service Operations Issue May 2012 WCM
118. ing the break fix Immediately after the exchange of the defective system the warranty data is transferred to the asset data of the Replacement System Warranty Codes SLA and day of first use date from the defective Call Entry SNR sold to the customer originally are moved to the Replacement Serial Number SWAP Thus the warranty entitlement of the customer keeps updated Required assistance by the Service Partners For systems marked as swappable in the asset data the information about the Replacement System Serial Number needs to be entered in WCM by the Service Partner Entry fields are provided in WCM WEB to be confirmed or updated Adaptations of the messages in the B2B process are explained below 3 4 1 Function The Work Order in WCM is based on the SNR the customer communicates As soon as the system is swapped successfully the Work Order is updated by two dates the confirmed or corrected Serial Number of the actual collected defective system the Replacement Serial Number If the actual SNR of the defective system differs from the SNR the customer communicated with the call the Work Order is processed with a different SNR immediately after the WCM WEB User entries or the B2B Partners messages corrected the call assignment record The correction is done during the To Claim process only All three Serial Numbers the SNR from the call entry the corrected defective system SNR and the Replacement SNR will be placed in the WCM asset data
119. is returned to the customer The swap process is not in place The ADLER values distinguish from Door to Door and normal Collect amp Return The warranty values are FromCustomer ToCustomer Labour The asset has no swap flag See example from ADLER below oa FUJITSU adler v3 10 ABOUT US YE8G000356 Warranty Service RE REGISTER DOWNLOAD UPLOAD PRINT device serialnumber e Type AMILO Display L 3190T YE8G000356 Family code YE8G AMILO LL 3190T Part number 526361 K1301 4180 weight gram Material number 000000010600969089 Last update 3 25 2009 warranty information partlist component details configuration data Factory delivery date 10 21 2008 Date of first use 11 20 2008 test information history first use date testing results delivery data Customer warranty service 7 total view Code FSP GN3HO00STDWDYE EN services Description 3 years Collect amp Return Service Display 5x9 valid in Europe Africa and Middle East history Area E FSC Limited Warranty country controlling i administration Owner D reports Group DYE Display Entry Reaction time h 0 Repair time h 0 warranty days WD warranty time B ON SITE TRANSPORT TRANSPORT LABOUR MATERIAL i From customer To customer BE 112072011 11 20 2011 11120 2011 Detail information in months history warranty Code OS FC TC LA MA PRODUCER OWNER BASIC ADD WAR INFO BYY_no_BOM o o0 0 0 0 u
120. itsu com ee Cancelled Closed C Search for Workorder Serial J Vertrauensw rdige Sites Gesch tzter Modus Inaktiv 995003125054 YSLZ166065 Technology 11 02 2011 0 AssignedrCO Adier v 2011 Fujitsu Technology Solutions Imprint Privacy policy Terms of use Check this list If your customer is not in the list then confirm No customer is not registered in the warning list If your customer is in the list please contact the FUJITSU Export Control Mr Georg Schmidt phone 49 821 804 2481 e mail Georg Schmidt ts fujitsu com Processing of the Service Call is now blocked until further clarification with Export Control Department Then the Customer ID will be created new workorder FUJITSU THE POSSIBILITIES ARE INFINITE YEDSOS8205 new customer number Customer Customer ID 2302010372 Me 3 Editing of contact name in existing customer address Instead of setting up a new customer address it is possible now to edit a specific contact name This will help maintaining customers with bigger facilities and organizations Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 23 127 Search customer Customer ID Company surname FU First Hame 7 Town Create new customer Mies van der R ohe Strasse 8 3507 Munchen Fujitsu Siemens Computers GmbH Gadletz Christine Pare cache EE FUJITSU THE POSSIB
121. korder History 4 Always during processing D Display Video 5 System exchanged indirect System History D No picture power is on j 1 System screen r invoice Problem Description _ Search for Workorder Serial C amp R ST f r SWAP Ger t Monitor repaired centrally 3 4 5 To Claim the Work Order After the Call Entry SNR is confirmed and the Replacement SNR is entered in WCM the Work Order is claimed The following exceptionally scenarios may apply 3 4 5 1 Replacement SNR not in ADLER If by any reason the Replacement System SNR is not recorded in ADLER a ToClaimError appears SWAP Error ADLER error during Swap The local Service Partner Management shall be informed to update the delivery data in ADLER The Work Order can be claimed again after the ADLER data is complemented 3 4 5 2 Warranty of Replacement SNR is not Zero If the Replacement Serial Number is recognized by ADLER but the assigned Warranty Code is not equal to FSP Warranty the Local Claim Approver in the Service Partner Management needs to update ADLER manually Before the update the LCA will double check with the Repair Centre or Service Partner if the SNR which was recorded is correct and update the ADLER data accordingly The payment of the claim does not depend on the ADLER update decision but will be delayed until the ADLER decision is made 3 4 5 3 Assets are incompatible If the Replaceme
122. l Views Call Messages Service Type 5P Service Type Customer Handling Fee Bringin Workorder History Condition Symptom Action ci E Removable drives changer U Forwarded external with Spare 2 Write burning read error i 2 ED DW D drive System History Invoice L Search for Workorder Serial Problem Description CD burning fails Workorder Serial No Adler Solution O Workorder 995002281294 forwarded to partner PA T Business GmbH MMM 995002281295 Enter the Serial No Line items Material Material number Total Status 34014125 1 Proposed Labour Material number Status Total Wr FLATRATE OK 1 2 00 EUR The original Work Order now can be claimed Provided all return orders have been created of course FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout ls el i ctior E Workorder Detail U Actions i Field Service Overview Reset claim gt Technical question Call Date Workorder Partner call number Current Status New Comment i Ersin 21 09 2009 995002281294 ToClaim Edit Reference Number E E Customer Name Product ECS Print workorder i Translation Tool E i is Ce E EKON i egy Refresh page Export GmbH Kandziora Georg YKKR011111 2 ZEZZU gt WCM News Response Time repair time Date of Carriage E C Detail Views gt DIFS for WEM aS Service Type 3P Service Type Customer Call Besser Hand
123. l number Description Entry Date CDR DVD DUMMY ROHS J w 33033464 a 02 09 2009 1 set all ti Click on lt Next gt to proceed in the following window all Work Order settings can be verified Click on lt Finish gt An information screen confirms the Work Order was created Work Order status changes automatically from Requested to Open Status will stay in status Open until you change it manually with click on repair started Only if you order spare parts from FUJITSU then status changes from Open to In Progress automatically 4 1 3 Ordering High availability parts 4h Service Packs 4 1 3 1 Ordering For high availability contracts e g 4h Service Packs WO has to be opened in WCM WEB as well However it is not yet possible to order spare parts in WCM Please order these parts as Own stock Service Partners with additional agreement High Availability Service can choose additional delivery options High Availability Courier or High Availability Pickup in the Spare Parts Portal In Field high availability Freezing contract number you have to select the Serial Number 4 1 3 2 Parts Return Processing the claim WCM checks if all ordered material was returned to claim check chapter 5 1 2 For the high availability spare parts ordered the keep material flag chapter 4 5 has to be set This is a workaround until the high availability orders are integrated in WCM 4 1 4
124. laim Double Flatrates oi le ee a 71 4 3 Cancellation of Work Order 78 Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 4 127 4 4 gt AELUNING SpDare Pals iii 79 AAT Return order aaVise sun aisnsmeimenme 79 BATA ADEX OGO S ee see 79 4 4 1 2 Orders with more than one part ocoooocconocccooococonononononononnnnnnononononnncnonnnononnncnnnnnnnnnnnnnnnnnnnnnnann canon 79 442 Physicalpart retuli saciedad ot 82 4 4 2 1 Return Code registrationN ooooooocooocccooocccooonncononncoonnnonnnnncnnnnnonnnnnnnnnnonnnnncnnnnnnnnnnnnnn nn cnn nnnann nacos 85 4 4 3 Return orders in case of alternative material taken from own StOCK ccoooocccoooccccononcnncnonnnoos 87 4 4 4 Return orders for out of warranty SYSteMS ooooconooccccnooccccononcnnononcnnnnonnnnnonnnnnnonnnnnnonnnnnnconn nro nono nnnncann ninos 87 4 4 5 Return orders for Work Orders after 30 dAayS cooooocooocccooocccconcnononononononononnnonnnnnonnnnnonnnnnnnonnnons 88 4 4 6 Claim Reference on Part Return Form ooooooccccnnooccncconoconcncnononnnoncononnnnnnconnonnnncnnnnonnnnnnnnonnnnncnnnonnnnccnnnnnos 88 4 47 ENLreturha mask In WEM WEB as 90 4 5 Keep materlalllag anne 91 4 51 Customer keeps Materlal usa ad 91 4 52 OWN SIocK Material Ke uan el 91 4 6 Good part return and complaints DOA WPIB and WDel
125. lat Rate is approved VCChangesAccepted Changes of Validation Center have been accepted Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 126 127 7 2 3 Status of ordered spare parts lf spare parts are ordered via WCM WEB and therefore an order in Spare Parts Portal was created automatically the status of the part can be seen at the bottom in the Work Order detail Following Status can arise Parts are proposed but nothing more Confirmed Parts are selected Order has been transferred to Spare Parts Portal and order number has been created Despatched Shioment out of FUJITSU stock has been done Returned Return order is placed in Spare Parts Portal In case of an ADEX order the Return Order is created automatically therefore the Returned Status is given immediately With a Non ADEX order the Return has to be advised before Returned Status is given Example Line tems Material Materialnumber Total Status Order Ho RET Ho ReturnCode KeepMaterial 34001173 34001173 SERY 2200 34001173 34001173 Labour Propozed Contirmed Contirmed Despatched Returned Materialnumber Status Total WITYEFLATRATE OK d 2004919074 2004919074 2004919074 2004919074 2004919074 price 93 00 EUR 51374674230 L 5137467430 Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 127 127 7 3 Detail View Messages
126. ld Service Workorder SP Ref Serial Mo f RT Technical question a east Workorder SerialNo Customer gt Fujitsu Siemens pe Translation Tool 995002281140 YRINOOS007 Computers GmbH nn 0 2 Assigned co Export Ae eee A Ea w la aL Fujitsu SIEMENS 40 00 an m animal There are two options for searching within the Translation Tool Spare Part List search by system serial no The result is a list of spare parts which can be replaced in the system or if an Error Code has been submitted which of the spare parts match WEM Translation Tool Search U Adler Field Service Enter the Serial No gt Technical question sc le oles i Ersin WEM Account SupporiD A Translation Tool Serial NO Po i Export Material number fo 52 WCM Mews Delivery Date SE format MM gt DIFS for ACM Date of first use SE toma DM AS Error Code edit fF ef Reports Translation Tool Vich Translation Tool ml ee Language English SEARCH DJ Customer gt Help RESULT ae The Material Check search activates a Fit to Asset Check of a particular material number and helps Service Partners to select matching parts from own spares stock Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 9 127 FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout sD Translation Tool Search i Field Service hr Technical question Acti
127. le for the claim until the Service Partner Repairer you forwarded the Work Order to accepted the claim The Forward Service Partner Repairer receives the claim in his In Box The reference of the forwarding SP is entered in the area Additional Information All Customer Data and the original Work Order number are transferred as well Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 121 127 Screenshots from Forward Service Partner Repairer WCM WEB application FUIITSU THE lhl id ARE INFINITE I an Home Support Logout WCM Service Calls Assigned Mea Worrderispnet serie C er Technical question i Ersin Workorder Serial No Customer C Status Translation Tool 995002281295 YKKRO11111 EE Computers 21 09 2009 0 Assigned 2E224 gt Requested 0 gt Rejected 0 Assigned 1 gt Open 1 gt In Progress 37 gt Double Flatrate Calls 0 Awaiting Immediate Action 0 Repair successful 1 To claim error 0 gt Claim Workorder 50 Vfalidakiuu eo wdoe STK Additional Information Original Workorder 995002251294 Forwarded By ED Vertrieb Information CD burning fails In case of Collect and Return Service a Pick Up and Return address can be defined additionally Thus the Service Partner can define his own subsidiary as pick up location and e g the customer site as return location during the assignment to th
128. lit Return to customer without Repair Modification requested by Servicepartner Forwarded external Forwarded internal Forwarded external with Spare other Beep code Auto system off reboot System crash System freeze System not able to shut down Cosmetic problem scratched dirty Operating problem error SCAM 00 M0 023 TUM reanew Ho E oo 00 on LT ed ra Other Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 71 127 repair successful FUIITSU THE POSSIBILITIES ARE IM FINITE Information Condition Symptom Action A Environment Cold G General 4 AHAY Repair with Spare E Cod en 3 System does not boot A Other Condition Symptom Action 4 4 Environment Cold 6 5 General 4 4 H y Repair with Spare Error Code edit 3 3 System does not boot 4 2 Other Test Test Test Mandatory field Has to be filled Click on lt Finish gt to proceed An Information Screen is shown that the repair is completed now Click on button lt Finish gt to shut the window you are back in the Work Order Detail screen 4 2 3 Repair failed claim Double Flatrate If the failure cannot be fixed at once and a second repair activity is necessary another workorder may be claimed For reasons of process government and active influence on the correct advice for the 2nd deployment on the same incident this process needs to be contr
129. mptom 2 COYDVD drive Problem Description DVD not working a al Specific Spare Part Proposals are added J Z Fco Description FCO 2008 013 RX100 S4 mainboard VR issue Line ttems Material Material number Additional FCO specific labour flat rates might be added However This is modified by the Validation Center if 34003514 Proposed 34011474 Proposed 1 FCO failure is identical with requested Work Order Da 2 the requested service type already covered on site Material number Total price WTY FLATRATE 1 0 00 CZK FieldChangeOrder Material number Total price WTY WORK_FCO Proposed 1 0 00 CZK WTY TRAVEL_FCO Proposed 1 0 00 CZK 2009 Fujitsu Technology Solutions Imprint Privacy policy Terms of use accept workorder FUIITSU THE POSSIBILITIES ARE INFINITE Accept call Accept cal a Yes O bo order spares e Yes O bo accept FOO ves Ono FlO Description FOO A keyboard metal plate has to be addelszecor The field change order added by FTS has to esponding This FLO does not apply to shipment of CRU parts be accepted from the SP again The Work Order only can be accepted in total The order can only be accepted in total Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 27 127 All spare part orders for the Work Order have been confirmed again pt workorder FUJITSU THE POSSIBILITIES AR T
130. n U b Ersin 03 2008 295007770 70 OrderContirmation Order parts b Transition Toa Customer Hama Product ECS Return order a pore Serene Compa era Schork Robert VHOD 46657 IHK e Change satus a Appia Ta 35 WECM Hinas Heapense Tine repair time Date of Carriage DIFS Code a ged EP i a a gt DIFS tor aM A 3 Service Type SP Service Type Customer Cancel Workorder 25 pares Bringin Bringin gt Heer Corian Reports Edi Reference Humiber u 7 CURRENT VIEW SPARES ORDER ME Prini worin Retrezh page Order informatie Delivery address e company HO Detail Views pal MA Cal Address Kar Schurz Sr 17 di 33100 Pech eter gt ee Country Deutschlarl e Culo Phone Predict Spares order Worker der History Lite errs Material e System History a Search for Workorder Serial Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 61 127 In case of an ADEX Order you can see the return order number and also the order number with a click on material status Returned material details FUIITSU THE POSSIBILITIES ARE INFINITE Material Material number Boos ay Description Date Status HDD 8068 SATA 300 7 2K PADEXADSOO D S2 27 03 2009 13 42 Returned Order location Total price CustomsDuty LSF Order How ordered MIRO 1 73 53 EUR O L m L Material Details Return Typ
131. nonononanononaconananonanaconnnncnno 48 3 0 Service DeSK ADDroVal Process ara ui eine 49 35 1 Work Flowin WEM zus eek een bis 49 3 5 2 Claim Request by Service Partner o oooconoccconocccooocncononnconnnncononoconnnncnonnncnnnnnonnnnncnnnnnnnnnnnnnnnnnnnnnnnannnnnins 49 3 5 2 1 Event 1 SP is restricted to Service Desk Work OrdersS ooooocooooocoooccconoconooonncononncononcnnnnnnons 49 3 5 2 2 Event 2 Repeated Repair x day rule ooooooooccooocccooonccoonnnonononononononononononnncnnnnnnnnnnncnnnnnnnnnnnons 50 3 5 2 3 Event 3 3rd Repair within 30 dayS ooocooooccooocccooocccooonocononnconn ccoo nononnnnononnncnnnnnonn nn nono nnnano nacio 50 3 5 2 4 Event 4 A defined Repair Cost Maximum is exceeded oooooccooocccooccconoccconononononcnonnnnnonnoncnnnnnnons 51 3 5 2 4 1 Repair Cost Threshold for Service Desk claims oooooooooccnnoccconoccnononnnononncononnconnnncnnnoncnnnnncons 52 35 3 DECISION DY Service DESK cotilla ote 52 3 5 3 1 Approval by Service Desk ocoooooocooocccooooccooonccononocononnconnnnconnnncnnnnncnnnnncnnnnncnnnnnnnn nn nnnnnnnnnn nn cnn nnnnnn nacio 52 3 5 3 2 Rejection DY Service Desk sence an n E n O N OEO ONTE 53 3 3 4 EXCEDHUONS dada 53 4 CAEL PROCESSING ciiisean ads 54 A T Ordering Spare PARAS una NAS 54 4 1 1 Ordering of spare parts at FUJITSU with WCM WEB standard
132. not enter a Work Order number in field additional reference for ship only orders This will cause an error message If the Work Order number shall appear on the delivery documents as internal order reference please enter the Work Order number into the field Your reference ADEX orders For ADEX orders return with replacement a serial number and a Work Order number are necessary If parts are ordered in the Spare Parts Portal instead of WCM it is recommended to check the part fits to the asset This can be done by the Translation Tool See chapter 1 1 8 Thus acceptance problems during the part return process of the warranty call can be prevented Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 8 127 1 1 8 Selecting Spare Parts with Translation Tool virtual Fit to Asset Check WCM WEB offers a Translation Tool TT where a partner can check if a spare part is valid for an asset without opening a new Work Order Access to the TT is available from the left navigation menu before Login See screenshot below FUJITSU THE POSSIBILITIES ARE INFINITE DER Login H Login he ECS Service PartnerlD E Translation Tool Password Related Downloads Forgot your password entry info English Or if already logged on to WCM WEB FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout ES service Calls Assigned Fie
133. ns Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 62 127 SELECT F F E create order returns orders overview order tracking t shipment advice t reports spare parts catalogue complaints USER Order Tracking Here you can see all open orders and all closed orders executed within the past 10 days by Order Nr by Order Status Order Date Range Ci MM err Begin Miscellaneous Order Type our Reference only purchase orders Call Mr DELETE INPUT 4 1 2 Using Spares of own stock o004645065 open Orders closed Orders 02 09 2009 al i H START ORDERTRACKING End 16 09 2009 Material Nr User ID H START ORDERTRACKING You can use spare parts from your own stock original FUJITSU parts if wanted and available The processing in WCM WEB begins like the normal spare part ordering process Therefore please start your WCM entries as described in chapter 4 1 1 Then proceed here You can change the order location of the selected spare parts to Own Stock Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 63 127 order parts FUJITSU THE POSSIBILITIES ARE INFINITE Options Delivery Comment tamara Where would you like the spare parts to be delivered servicepoint MO Customer Delivery address 2 O Please Choose free address O You selected the following spares Materia
134. nt Serial Number apparently does not fit to replace the defective system e g Notebook for Monitor a ToClaimError appears SWAP Error Assets are incompatible for Swap Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 44 127 3 4 6 SWAP Data in ADLER 3 4 6 1 SWAP Flag In ADLER a so called multipurpose flag is implemented Systems which are suitable for exchange are marked with the Parameter SWAP This flag is transmitted to WCM and SA during the call open process FUJITSU aT adlerv3 10 ABOUTUS AE REGISTER DOWNLOAD UPLOAD PRINT YEGLO22327 Warranty Service devine seridnunber Y Type AMILO Display L 31301 WEBLO22397 Family code YESL AMILO LL 31904 Part number 526361 K1284 V1B1 weight gram Material number 00000001 0600980072 Last update 10 30 2008 warranty information partlist component details multipurpose for details click here configuration data era Factory delivery date 10129 2008 Date offirstuse 11 28 2008 delivery data history first use date olive Customer warranty service additional services history Code ae FSP ONSDODOST DD TE E Multipurpose Microsoft Internet Explorer courtry controling Description 3 years Door to Door Exchange Servic A cc administration rea E FSC Limited Warranty reports Owner NDL Group DYE Display Entry Reaction time ih 1 Repair time ih warranty days WD warran
135. olled by the helpdesk The former process to claim double flat rate for help desk assigned workorders was abandoned Since 16 04 2012 the Service Desk Approval process can be used See Service Desk Approval process for repeated repairs chapter 3 5 2 2 A model case is explained below Example Repair fails because the spare part was defective 1 Initial State A Workorder was created and one spare part is ordered by ADEX Order Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 72 127 e _ _ a ME ruffrsu ee eC Home Support Logout D Workorder Detail ME een i Field Service LPT Repair started i Technical question Call Date Workorder Partner call number Current Status Update service type i Ersin 04 05 2012 995003693439 SparesOrdered Order parts A Customer Name Product ECS Return order Translation Tool a l RER Fujitsu Technology Solutions aso Georg YKDT049995 2H214 Change status po Division E i Appointment arranged gt gt WCM News gt gt DIFS for WCM gt gt Spares gt gt Reports gt gt Settings gt gt Customer gt gt Help Response Time repair time Date of Carriage f Keep Material Cancel Workorder Service Type SP Service Type Customer Bringin Bringin New Comment Edit Reference Number CURRENT VIEW CAC SY OFKOWSET R
136. om service general service spares manual Important The additional transport costs for urgent delivery are charged to you The Spare Parts Portal order will show this additional charge like a part number and indicates the costs In some countries like Germany the SP can currently request an express delivery when ordering a spare part via WCM The SP is charged for this express order fee by Service Parts Logistics The authorized SP in defined countries gets reimbursed the express charge during the normal WCM invoice process if the Service Type accepted by FUJITSU is at least an OnSite 24hrs performance ST Detailed delivery terms are shown in the Service Logistics Manual at http partners ts fujitsu com com service general service spares manual The reimbursement of the express fee is enabled country specific At present only Germany is activated 4 1 1 3 Express charges in WCM WEB E new workorder Fujitsu Technology Solutions new workorder FU THE POSSIBILITIES ARE INFINITE YKDT003831 product information Serial No YKDT003831 Warranty code FSP GM3520000DEBD3 Product ESPRIMO E5625 EPA warranty owner D Article Code 526361 K691 V511 warranty group BOS Delivery Date 10 06 2008 warranty description 3 years On Site Service next ation Mate i business day response 5x9 A valid in country of purchase Additional Text customer has paid for Service to be provided at Fujitsu Technology Solution
137. on Condition Action A Environment Cold G General 4 Hy Repair with Spare E Cod ee 3 System does not boot Condition Action Error Code edit Call Accepted pozos Jag m 12 se 51 e Error Code System Fujitsu Technology Solutions Condition Symptom Fails from initial power on Battery Accu Ho Defect Found Functional Check only Always during processing Board Ram internal I0 Explanation to customer Sporadic Communication external 10 Ship customer replaceable unit Under high Load Display ideo Repair with Spar During mechanical adjustment mowemnent Removable drives changer During start up During switch off During Standby mode During Configuration nstallation Environment Vibration H w Fiepair wo Spare Hiw Repair and info to Partner Sw Reload 5 w Update BIOS firmware update Driver Update Hard disk Input device Non technical Power Chassis Pl 00D 25 TT mmc oo 1 A Environment Colt Software OS Virus removed Environment Hot Sound Audio Operating System reinstallation Environment Wet Security Connector Jumper re fitting Environment Dusty After HW upgrade After SW Driver 0S update Damaged dropped Not Applicable unknown Customer Application support Modification requested by manufacturer Defective Spare Cost estimate Will not switch on LED rot
138. on Material Check L Ersin WEM Account SupportiD 0001 do000 x Translation Tool Serial No TMXX000001 i Export Material number gt gt WEM News Delivery Date format DO MM YY gt DIFS for WEM Date of first use A E format DO MM YY Y Reports TranslationTool WEM Translation Tool r iin Language English SEARCH iy Customer gt Help RESULT Moo Additionally in case of mismatch between delivery date of ADLER and customer purchase documents the Service Partner may enter the delivery date as proven by customer s delivery note and verify spare parts warranty accordingly For parts out of warranty or for parts with limited warranty time where no updated delivery date has been set the error warning lt Material is out of limited warranty gt is displayed 1 1 9 Part Return in Spare Parts Portal To grant the material credit for warranty Calls the Work Order number is mandatory The corresponding order data has to be entered consistently l e Work Order number serial number and order number of corresponding material have to be conforming to data in WCM 1 1 10 Standard Orders in the Spare Parts Portal lf Standard orders are executed in the Spare Parts Portal the return order has to be created in WCM WEB or Spare Parts Portal with declaration of order number ordered material number and returned material number The same return deadlines and conditions apply as outlined for ship only orders in 1 1 6 1
139. or out of warranty systems In case a Service Partner wants to return material which has been used for an out of warranty repair the Spare Parts Portal should be used Defective part return will be credited with a residual credit if some applies to the part In the Spare Parts Portal interface select returns and go to return defective Detailed information is available from the Spare Parts Portal Manual chapter 6 2 Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 88 127 4 4 5 Return orders for Work Orders after 30 days For each material N and R parts in WCM WEB return orders can be created within 30 days after the repair start date including order number ordered material and returned material number To insure full material credit is granted it is recommended to acknowledge the regional deadlines for part returns which may be shorter than 30 days Please refer to the deadlines mentioned in previous chapter The repair start date will be considered If no start date is available yet the Work Order Call Date is retrieved If a defined threshold is exceeded currently 30 days the MIRO Warranty check result is negative and a new warning message appears in the Spare Parts Portal WCM Error Work Order older than 30 days No return order allowed 1 value set April 2011 return order FUIITSU THE POSSIBILITIES ARE INFINITE Returnorder The return period for th
140. ot used for the incident 4 6 Good part return and complaints DOA WPIB and WDel With action Return order you get the following screens You can choose between creation of Good part return or complaint cases DOA spare part is dead on arrival WPIB wrong part in box and WDEL Wrong delivery As a default the defect return and the Good Part return function is displayed If you want to switch to the complaint orders DOA WPiB WDEL please press the bar go to Complaint FUJI THE POSSIBILITIES ARE INFINITE Warranty or GoodPart Returns Description O BT ZND BATTERY UNIT BCELL 3000 4H1 t FUJ CP261 945 4 Order Ho SO0460065 7 return order go to complaint DOA WPB Wel Material number Total Order Location RET LSF OOO0O0000088039520 Return Material number OOOOOO000088039520 Description F Board BT ANT f FU CPS31 590 2 Order Ho 3004600657 Material number Total Order Location RET LSF o0000000034005396 9 Return Material number 000000000034005363 Input Field for Good Part Return or additional used spares Order Ho Material number Return Material number Total GoodPart El Finish After pressing the bar go to Complaint the order options displayed change Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 93 127 return order FUIITSU THE POSSIBILITIES ARE INFINITE Complaints go to Warranty o
141. pe A1 and the service type is CRU the FCO will be ignored and the claim will be handled like a normal Work Order without FCO However the FCO information is displayed after the Work Order request is sent It disappears after the material order identifies the part is a CRU part E new workorder Fujitsu Technology El TSU new workorder de THE F FUJI Opening Work Order request with serialnumber AS 1 product informatrrn A Serial No YK2K019050 Warranty code FSP GL3B0000NBS Product LB 57110 SXGA IC T2300E 512MB CD RW_ Article Code LEN RUS 210100 001 warranty group NBS Delivery Date 31 05 2006 warranty description 3 years bring in service Global Activation Date Warranty owner Rus Additional Text customer has paid for Service to be provided at Fujitsu Technology Solutions J expense J On Site On Site E On Site On Site nn Collect and Return E T Collect and Return To customer Desk To Desk Ll To customer Desk To Desk i Work 04 10 2009 Door To Door Work 04 10 2009 Door To Door Material 04 10 2009 Return To Base Material 04 10 2009 Return To Base on 0 Bringin is 0 Bringin repair time 0 Material repair time 0 Material Service Type CRU repairable 68 new workorder Fujitsu Technology BI LIT new workorder FUIITSU THE POSSIBILITIES ARE INFINITE YR2h0 19050 The following FCO have been found for YK2K019050
142. plorer i FSP SWAP country controlling ee Eines warranty area not valid adlerv3 10 reports D BAX Froduct liability data Reaction time hy YE8L022271 Multipurpose Repair time h 0 Flay Datum Ersteller warranty days WD SIAP 2009 03 17 ladleradm warranty time ON SITE TRANSPORT TRANSPORT LABOUR MATERIAL From customer To customer Detail information in months history warranty Code OS FC TC a MA PRODUCER OWNER Basic f A E E a ADD WAR INFO EW_no_BOM popojofofo u ukn STANDARD BEBE TOPUP BEBE EXTENDED BEATS ADD WAR INFO FSP SWAF Iololololo adlerad m Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 46 127 3 4 6 3 Warranty data after Swap After the Work Order is claimed and WCM transmitted the swap information to ADLER the warranty data in the asset are exchanged The replacement system takes over the warranty from the defect system and the defect system receives the zero warranty from Warranty Code FSP SWAP rujirsu MA i adler v3 10 adler ABOUTUS RE REGISTER DOWNLOAD UPLOAD PRINT YEBL027271 Garantie Service E SNP Deis 1 Geriteseriainummer Y Typ AMILO Display L 3180W YEBLIZ7 Produktfamilie YESL AMILO LL 3180 sachnummer 526361 K1 204 7151 Gewicht Gramm Materialnummer 00000001 0600980072 Letzte nderung 26 3 2009 Garantie Informatior St ckliste Komponentendetals Multipurpose F r De
143. question i Ersin Customer Fujitsu Siemens Computers GmbH Response Time Name H Translation Tool he Export gt WEM News DIFS for WCM Kandziora Georg YKDT003832 34214 repair time Date of Carriage a Be mu p auge E EEE Validation Center the express chi ee charges are added to the warranty flat rate Spares gt Reports Settings 2 gt Customer gt Help OnSite 24h performance OnSite 24h performance CURRENT WIEWE INVOICE Ll Searr n for Workorder Serial Service Type Requested Service Type Fujitsu Technology Solutions is RE los ype Fu a oo Serial Service Type OnSite 24h performance MENA da OnSite 24h performance Material i Material J Adler Labour Enter the Serial No WTY FLATRATE 105 50 EUR Labour 135 60 EUR WTY FLATRATE 105 60 EUR Invoice invoice number 4 1 1 4 Invoice proposal form with Express Charge At the detail invoice the Express Charge is listed separately At the summary invoice the Express Charges are included in the totals 4 1 1 5 Delivery address selection Where would you like the spare parts to be delivered servicepoint a Customer D Delivery address Please Choose free address O Service point Address of Service Partners site Delivery address All additional delivery addresses which are equal with the addresses entered in the Spare Parts Portal To
144. r ne wrong part in box Additional reference 995003125350 New Work Order gt Customer part warranty Call ID Workorder Hr doa O r r Alr r ame r Order Nr or Invoice Nr 9006726945 ER wrong delivery ee Former Material Order contact for Material or Part Mr 32002989 complaints Identity Nr of the product yeoro15a72 Quantity 1 USER Please select the fitting description Repair Instructions System Environment Fault Characteristics Defect Determination e Defect Description comment DOA 185 for 995003125348 2006226945 Mote for Service Partner By entering a complaint return order a replacement shipment will be initiated automatically There is no need to place a new order a MI Please note the Work Order Number and Material Order Number into the Defect Description comment Part Return Form and Order Confirmation print outs are provided as usual b Workflow for users via the Spare Part Portal PEC Search for the Order Number in the navigation area Spare Parts select the displayed line and click on the material line displayed below Select Return amp Order go to Complaint DOA and enter the Serial Number of the repair asset 1m Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 97 127 Spare Parts Search 2006702734 Order 8006702734 for illustration only Screenshot do not does not match the data sample spare Par
145. r 4 4 1 you will be routed to the Spare Parts Portal to section order overview in the order tracking function as shown in second screenshot Screen Spare Parts Portal Please have in mind this functionality is only available if initial settings in your Service Partner Profile have been maintained accordingly See chapter 2 1 Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 83 127 material details FUIITSU THE POSSIBILITIES ARE INFINITE Material Material number Description Date Status as0374r2 HDD 506B SATA 300 7 2K MADE D5SDOJO S2 07 05 2009 14 30 Returned Order location Total price CustomsU0uty LSF Order How ordered MIRC 1 73 53 EUR L C Material Details Return Type R46 Warranty CRU Return Materialnumber Limited Warranty Fit To Asset Return Humber 3137126962 imited Warranty Duration Fit To ErrorCode Return Code Returnable Product Hierarchy HD 70 GB 80 GB Order information Deliwery address Order Ho 60046439961 Express a Workflow for Users via the Websphere Spare Part Portal SELECT Order Tracking eee Here you can see all open orders and all closed orders executed within the past 10 returns days t orders overview order tracking shipment advice by Order Nr 01237126962 START ORDERTRACKIN Be 8137125962 Spare parts catalogue complaints oo by Order Status o open Orders USER clo
146. r GoodPart Returns Description Material number Total Order Location RET LSF O BT 2ND BATTERY UNIT SCELL SSOOMAH FU CP261 945 x Order Ho Return Material number SOO460657 OOOO00000088039520 O00000000095039520 Description Material number Order Location F Board BT ANT I FUJ CP 331 590 2 OOOOO0000034005969 Order Ho Return Material number 000000000034005963 Input field for DoA WPiB and WDel Complaints Order Ho Material number Return Material number Total DoA WPIB Wiel u II Fl DJ Finis With choosing one of the complaint buttons a new line is shown The order number is pre filled The data for return orders in complaint processes or good part return are pre filled after selecting the return option Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 94 127 4 6 1 Dead on arrival DOA return order FUIITSU THE POSSIBILITIES ARE IM FINITE Board BT ANT FUJCPR331590 3 000000000040053969 1 MIR LI I Order Ho Return Material number Input field for DoA WPIB and WDel Complaints Order Ho Material number SsO046065 OOQOOO00008803 753 WPiB Wiel O O MaterialHumber Materialnumber according to delivery note Note If you leave the field Ordernumber empty then automatically a suitable purchase order will be selected Othenwise you can consequently enter a Order No then tne return will be matched exactly WITH this purchas
147. red incorrectly For the process it is very important the defect serial number is recorded correctly Claiming the Work Order first of all the Serial Number of the defective System is to be confirmed In case the Serial Number the Help Desk recorded from the customer call differs from the actual defect unit it needs to be corrected now WCM permits to correct the SNR in the ToClaim action entry The overwritten Claim Entry SNR is stored in a text field in order to trace the sequence of events in this Work Order Example SNR1 YE8LO22326 claimed by customer SNR2 YE8L022271 shipped as replacement system from Swap Stock SNR3 YE8L022327 actually sent into repair Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout WCM Field Service Workorder Detail i Technical question Call Date 25 03 2009 Customer Fujitsu Siemens Computers GmbH Response Time i Ersin i Translation Tool i Export gt gt WCM News gt gt DIFS for WCM Service Type SP gt gt Spares Door to door gt gt Reports gt gt Settings gt gt Customer gt gt Help ECS Condition 2 Sporadic Problem Description Display brilliance not acceptable Solution System exchanged Line Items Labour Material number WTY FLATRATE Workorder 995002270148 Name Kandziora Georg repair time Additional
148. rial number 000000000034006882 OOOOOON00034006892 GoodPart F input Field for Good Part Return or additional used spares Order Ho Material number Return Material number Total GoodPart Quit EJ Finish Click on lt Finish gt to close the window Now the parts are advised Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 81 127 With a click on Material Status Returned you can see the return order number in the next window Click on lt Finish gt to close the window FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout Seren EN Workorder Detail i Field Service t Rep Technical question Call Date Workorder Partner call number Current Status Poe MEL 07 05 2009 995002281078 OrderContirmation t Orde i E Customer Hame Product ECS Rete Translation Tool Fujitsu Siemens Computers Schork Robert YK9B146670 amd ra xpo GmbH t App se ACh Mews Response Time repair time Date of Carriage DIFS Code 7 l t Kee gt gt DIFS toreh t Cam 02 3 Service Type SP Service Type Customer ares p Bringln Bringin New Reports Edit Settings Print gt Customer t Refr gt gt Help Condition i Symptom Action 2 Sporadic H Hard disk 4 HVRepair with Spare M Mechanical problem t Call 1 Hard disk internal t Mies t Cust Problem Description Pe dalsalfhldhfibfikhtlakfaf lkashtfkeajf t Spal t Wor Lin
149. rint workorder gt f r Refresh page So VCH Hews Response Time repair time Date of Carriage DIFS Code gt DIFS for WyCh O 0 a Service Type BP Service Type Customer PRLLILLLPLPLFLLILELELFLETELLLLLPFPELELELELELPLELLILELFLELTLELLELELELELELLLELRERR C Detail Views ares 5 Onsite OnSite Call Next window FUJITSU THE POSSIBILITIES ARE INFINITE accept workorder Accept call Accept call yes Ono Partner call number 20 characters avaiable order spares ves Ha accept FOO vee Ono FCO Descriptione FOO TEST ARA Bo ex Ce Click on lt Next gt to proceed Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 18 127 The next step starts the process of ordering the needed spare part s This is described in chapter 4 1 1 Ordering of spare parts 3 2 Self assigned Call Service calls which Service Partners have directly received from the customers have to be entered directly by clicking on New Service Call FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout ae Service Calls Assigned Mos i Fj j fH j Il gt Field Service Workorcer SP Ret seia OD ko RT i Technical question bn SE Workorder gt SerialNo Customer gt ia Translation Tool 995002281161 YKJHO03008 deco 18 08 2009 0 AssignedFCO Requested 0 EET E Rejected 5 TS 995002281169 DNAAOOION Computers GmbH
150. rkorder History gt gt Customer else unsuccessful repaj System History Ben gt gt Help Service Partner The first repair didnt fix the problem We have sent a specialist oe Explanation CURRENT VIEW CALL mms A Workorder Serial No Condition Symptom Action 2 Sporadic H Hard disk 4 HW Repair with Spare L Adler 1 Hard disk is not recognized Enter the Serial No 1 Hard disk internal 3 5 2 3 Event 3 3rd Repair within 30 days If a Serial Number was repaired the 3ratime in between the last 30 days but not within the frozen zone which triggers the x day rule the Service Desk is involved by the Service Approval Process WCM in this case automatically sets the repeated repair reason Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 51 127 The Work Order automatically is moved into Status HDApprovalPending WCM displays the reason a FUJITSU Home Support Logout Workorder Detail Overview Call Date 08 02 2011 Customer gt Field Service Workorder 995003125018 Name Technical question i Ersin i Translation Tool 7 Fujitsu Technology Solutions Kandziora Georg i Export Response Time repair time WEM News 0 0 DIFS for WEM ria AAA IA AAA AA AA A AAA AA A RA LA AAA dE A A Service Type 5P Partner call number Product YKDRO21008 Date of Carriage E Service Type C
151. rmany Description B03 TAR MADE SO0 OS 1 ST 3 53 EUR HDD 8068 SATA 300 7 2K Total Credit VAT not included 73 53 EUR 1 BACK e SHOW PRINT PAGE RETURN nA Pri a The return form must be printed out and attached to each part being returned b Workflow for Users via the Spare Part Portal PEC live since 10 05 2012 Sample Order Tracking Enter Order Number 8139832882 Order Collection Delivery Date Shipment not shipped yet s130832882 E In Progress AWE not available not available Content 000010 38016179 1 Heatsink Assy Incl Fan And Pads Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 85 127 To reprint the Part Return Form PEC Users check the order history for the related Return Order Number mark the displayed line and press the button pdf Order History Material No Order No Counter No or Reference Orders Returns Any from 10 05 2012 15 Search 8139832882 Only Open Orders to 10 05 2012 15 Orders offer track Return Order 8139832882 Add Reference 995003815602 Allacca Customer Ref RA1204826 stm Counter No DECB139832882 Markus Date 10 May 201 Invoice No 70567 Stuttgart Fasanenhof 4 4 2 1 Return Code registration The Return Order reasons announced by the Service Partner might have changed during the posting of the defective part in the reverse logistics in S mmerda E g the part might be send in as defective warranty return beca
152. rn Displays e Quit gt ECO Fertig 3 Local intranet bor gt gt FUJITSU THE POSSIBILITIES ARE INFINITE new workorder In Progress 14 en ae Double Flatrate Calls 0 ze le gt Awaiting Immediate Action 0 gt gt Serial No YESGO00356 Warranty code FSP GN3HODOSTDWWDYE To claim error 15 gt gt Product N warranty owner D gt Claim Workorder 34 Yalidation center 30 WC Revised Claims 0 WC Rejected Claims 0 Replied to Validation center 0 Claims accepted 3 Cancelled Closed _ Search for Workorder Serial vvorkorder Serial No O Adler Enter the Serial No C DIFS Decoder Enter the Serial No Enter DIFS Code El Finish O WCM Web Technical Support If you need assistance for Y AICM Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 49 127 3 5 Service Desk Approval process 3 5 1 Work Flow in WCM When a SP creates a Work Order the Service Desk Approval Process is induced if at least one of 4 business events applies 1 The SP is restricted on Help Desk Service Desk Work Orders 2 repeated repair within a defined threshold is requested X day rule 3 The 3rarepair within 30 days appears 4 The repair cost of an asset exceeds a defined maximum threshold In general the sequence of actions is 1 T
153. rvice Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 16 127 3 Call entries There exist two possibilities of creating a new Service Call Work Order 1 A customer calls the Helpdesk and the Helpdesk assigns this Call to a Service Partner who is settled nearby the customer In this case you have the choice to decide whether to accept this Work Order or to reject it 2 You create a new Work Order yourself in WCM WEB after receiving a Call from your customers 3 1 Call entry from Helpdesk New Calls which are assigned directly from the Helpdesk can be found in status Assigned If you click on this status you can see all assigned Service Calls FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout FEN Service Calls Assigned O Actions L Field Service Wilorkorder ISPARet Serial No Bro i Technical question Sn Workorder SerialNo Customer gt Fujitsu Siemens Status i Translation Tool 395002281161 YKUNOOSO08 en 18 08 2009 0 AssignedFCO Requested 0 raras Rejected 5 L Export Fujitsu Siemens SEE 995002261169 DNAAOMON Computers GmbH 21 08 2009 0 _ AssianedFco gt Assigned 12 Fujitsu Siemens Open 18 e 885002281170 VKINDOSO2 21 08 2009 0 AssignedFCO Computers GmbH In Proaress 7 Clicking on the listed Work Order opens the Work Order Detail view FUIITSU THE PO
154. rvice type is CRU the claim will be rejected with the following reject reason CRU rejected FCO pending contact Help Desk In case multiple FCOs are identified for one Work Order and the types of the FCOs are different and there s one of the type A and the service type of the claim is CRU the Service Type CRU is rejected as well A A SER TEPIEN O Home Support Logout E WCM Workorder Detail Actions gt Field Service t New Comment Overview Call Date Workorder Partner call number Current Status ei 16 09 2009 995002281259 Rejected Refresh page Customer Name Product ECS Siemens Computers kandziora Georg YKBV001302 2K314 L Detail Views Response Time repair time Date of Carriage DIFS Code Pua D 0 ae E Messages Technical question i Ersin i Translation Tool i Export WEM News gt r DIFS for WEM Service Type SP Service Type Customer Customer CRU repairable CRU repairable Product Spares order Information The Field Change Order Workorder History simian o requires a technician is System History CRU rejected FCO pending contact Help Desk involve d You can open a daa new Work Order change the service type to on site C Search for Workorder Serial ECS or bring in and retry or Workorder Serial No Condition een contact the Helpdesk 2 Sporadic K Input device 3 Key stuck 1 Keyboard Enter the Serial No
155. s Test SA south s africa street 1 New Contact 12345 Pretoria Testmaier Tesi O Bgm Ulrich Str 100 New Contact 66199 Augsburg Fujitsu Siemens Computers GmbH test How Ko O Hadbecker Stra e T TE u Lonkact 40472 D sseldorf En a dai ads ms Select the customer and confirm with button lt Next gt If the customer s address changed it is possible to correct the addresses of customers created by partner 2 Customer is new does not exist so far Add a new address Tick Create new customer check box and click lt Next gt In the next window you have to enter all necessary address details of the new customer and at least one telephone number All fields marked red are mandatory and have to be filled in completely They are also used for feedback and reclamation purposes new workorder FUIITSU THE POSSIBILITIES ARE INFINITE YEDS033205 Search customer Customer ID First Hame ss Create new customer Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 21 127 Click on lt Next gt to proceed new workorder FUJI II THE POSSIBILITIES ARE INFINITE TEPS033205 New Customer Salutation Title Oo Department Cid Country Deutschland Phone Private 08952525752 Phone Business 08962626262 Fax private Fax business Mobile Email 1 Email 2
156. s expense On Site 13 07 2011 On Site On Site 13 07 2011 On Site nn 13 07 2011 Collect and Return g tomer 1207 2011 Collect and Return To customer 13 07 2011 Desk To Desk To customer 13 07 2011 Desk To Desk Work 13 07 2011 Door To Door Work 13 07 2011 Door To Door Material 13 07 2011 Return To Base Material 13 07 2011 Return To Base Response Time Response 24 Bringln 24 Bringin Time Precondition for repair time 0 Mate rial repair time 0 Materia i express fee Service Type OnSite service Type OnSite reimbursement is a SLA of 24h is required and was fulfilled of Vertrauenswiirdige Sites Gesch tzter Modus Inaktiv Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 56 127 new workorder Fujitsu Techn i Pa m F rde FUJITSU POSSIBILITIES ARE INFINITE new workorder YKDTOO03832 E Options Delivery Comment In defined countries the delivery type TREE EEE urgent triggers express delivery Hence no cn express charges are invoiced by SE FUJITSU Service Parts Logistics Customer Deliwery address free address F You selected the following spares Material number Description Entry Date HDD 16068 SATA 300 7 2K 34005979 IWDCWD1E0044 5 16 09 2009 MIRO Set allto MIRO I FUJITSU Fr renseencotien ann tarin A Home Suppon Logout Workorder Detail e Bipap To chee
157. s Order Ho RET Ho RET ReturnCode KeepMaterial 82101711 Proposed CErrorFitF aut 50003716530 3131551505 RET Mo Return ype Returntode Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 15 127 2 4 Supervisor New WCM WEB provides the Supervisor function This function can only be seen of an employee who was set up with the supervisor role You have to single out a special employee Inform the Service Partner Management about that person They will add the role Supervisor to this customer Id Supervisor function has the right to enable the set up of different roles for employees and technician accounts This will improve data security and manageability Please attend that sub items order spares return order and To claim can t have more rights that in item Rework Work Order FUJI II THE POSSIBILITIES ARE INFINITE supervisor edit employee 00 Sascha M nchen view workorder own location create Workorder own location rework Workorder own location order spares own location propose spares own location Return order own location ToClaim own location Validation Center 201 Daniel Mannheim view workorder owen location create Workorder rework Workorder own location Pree 5 order spares eee propose spares own location Return order own location ToClaim own location se Se
158. sed Orders Order Date Range DE MM norr Begin En Miscellaneous 04 03 Order Type Material Nr Your Reference User ID only purchase orders Call Nr ll START ORDERTRACKIN DELETE INPUT e Please choose the correct return order number press button Start Order Tracking and mark Details in the next screen Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 84 127 SELECT Order Tracking Create order Total records found 1 t orders overview a aferent i Aer MACEN Order bir Order Type Status User eur Beferenes Order Date Details t shipment advice Call Nr t reports 3137126967 Return open DECA1371 26962 07 05 2009 NN a EEE 9950022761 078 ax Click on Show print page return on bottom right side of the page for a printable version of the part return form SELECT Order Tracking Details ee os Order Nr 8137126962 Order Date 07 05 2009 oe TENI ae eee Baus bene Order Type Return Order Tour Reference DECEIT 71276967 an Order Status open Call Nr 995002281078 order tracking shipment advice Replacement rder 50045499651 User EAN o reports 00 del Delivery Address Fujitsu Technology Spare parts catalogue Return Type Product Warranty solutions GmbH gt complaints Bn with Replacement spares Return A AA En Center Rampe 17 18 Erfurter Hohe 5 99610 S mmerda Ge
159. set up new addresses please refer to mailto SparesDebitor Masterdata ts fujitsu com Due to export control regulations the customer address or a free delivery address is only available for deliveries within Germany Where would you like the spare parts to be delivered servicepoint O Customer Delivery address free address After the claim is accepted by the Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 58 127 Supplier FUJITSU MIRO Spare parts are delivered from FUJITSU warehouse Own stock You have the required spare part in your own stock Ordering process ends after you confirm own stock Process will be shown in chapter 4 1 2 Where would you like the spare parts to be delivered servicepoint Supplier Customer free address 2 O Please CHOOSE uam You selected the following spares f Click on button lt Next gt to proceed In the following mask all order settings can be verified Click on lt Finish gt 4 1 1 6 Order confirmation An information screen confirms the spare part is ordered How this is confirmed depends on the way you have reached the ordering process A Material Orders for already assigned Work Orders i e HD assigned claims or self assigned claims which are in status further than requested accept workorder FUJITS THE POSSIBILITIES ARE INFINITE Information order was send B Self assigned claims where the ord
160. sword Other Users Surname First Hame Support ID WebSpherelD Sp rel Sascha Er C Tester Test schork Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool 4 1 5 2 Spares Services Page 66 127 Since 10 05 2012 FTS Spare Parts Portal is going to be migrated from Websphere to PEC Users already linked to PEC please refer to the PEC handlings guide at https partners ts fujitsu com com service general service spares manual Pages default aspx The following section describes the workflow in Websphere only After the Websphere access details are entered the Spares Parts Portal section is available FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout AL oo WICK Hews SELECT oe DIES Tor wei create order Spares returns i Services orders overview Reports Spare parts catalogue Settings complaints gt Customer ae USER Services An overview of our services Create rder Here you can order spare parts online Complaints pease da 50 here Returns Here you can return materials and spare parts Orders Overview Here you can track your current orders and view your past orders Spare Parts Catalogue Here you can view your spare parts catalogue without ordering To place an order from your catalogue please go to gt Create Order 4 1 5 3 Delivery priorities in Spare Parts Portal The available delivery priorities d
161. t ECS gt Return order i Translation Tool pout Ba Siemens Computers Kandziora Georg YK6TOO1720 38114 rk ge gt gt WCM News gt gt DIFS for WCM gt gt Spares Response Time repair time Date of Carriage DIFS Code Keep Material Service Type SP Service Type Customer _ Cancel Workorder Onsite OnSite New Comment gt gt Reports Zee CURRENT VIEW CALL gt gt Customer Refresh page gt gt Help Additional Information SWAP SWAP Process Please take a note of both Serial Numbers for subsequent entry in WCM Edit Reference Number Print workorder _ Detail Views gt Call Messages p Material Fujitsu Technology Solutions m keep material Customer Product gt Spares order YYorkorder History System History FUJITSU THE POSSIBILITIES ARE INFINITE ES ordered sp7 es Invoice Description Material number Total Order Location v SERVER BLADE MASTER BX630 52 000000000038006712 1 FSC MIRO L Search for Workorder Serial Don t use Keep Material Flag for TopUp Services including HDD discard Return Order is mandatory and written confi has to be send to Spares Operations instead of defective part 3 Workorder Serial No C Adler Service Partners maintaining systems with Top Up Warranty including HDD discard Service mit Datenschutz if sold in Germany shall not use this function as those ret
162. tail U Actions gt Field Service Accept rejection Technical question Call Date Workorder Partner call number Current Status Reject rejection Ersin 10 03 2009 995002270044 ClaimRejectedByC t New Comment Customer Hame Product i ECS Print workorder Translation Tool i 3 Fujitsu Siemens Computers Schork Robert YKLGOO2894 18121 Refresh page gt gt UCM Hews Response Time repair time Date of Carriage l DIFS Code L Detail Views Service Type SP Service Type Customer Call OnSite 24h performance OnSite 24h performance Messages t Customer gt DIFS for Yih Spares Reports gt Settings Information Product gt Customer Validation Result VC Rejected Claim El t Spares order WWorkorder History System History t Invoice Help Semice Type Requested Semice Type Fujitsu Technology Solutions is L Search for Workorder Serial i i liable for the costs Servite Type OnSite 24h performance AN Service Type Labour YP WTY FLATRATE 134 00 FUR MET rr WTY FLATRATE WTY FLATRATE 0 00 EUR ad 134 00 EUR WTY FLATRATE 0 00 EUR Enter the Serial Mo 0 00 EUR By choosing Accept rejection Action menu on right side you can agree on the validation result from the FUJITSU Validation Centre The Work Order will move to status cancelled In case the Work Order was not rejected but revised only and you have accepted the decision from FUJITSU the Work Ord
163. tails bitte hier klicken Konfiqurationsdaten Pr f Infarmatiar Pr fergebnisse Werkslieferdatum 29 10 2005 Einsatedaturn 29 11 2008 Lieterdaten Historie Einsatedaturr Gesamtensicht Kunden Garantie Service Leistungen Weitere Services Historie Code FSP GN3D0008TDWDYE Country Controling Beschreibung 3 Jahre Door to Door Austauscnservice 5x4 giltin Europa Afrika und Naher Osten Administration Area E FSC Limited Warranty Multipurpose Microsoft Internet Explorer Reports Owner NBL El purp P Gruppe OYE Display Entry Reaktionszeit ih p Wiederherstellzeit ihig Service Tage WO YESL022271 Multipurpose Service Zeit B Flag Datum Ersteller SWAF 2009 03 17 adleradm x p VORORT TRANSPORT TRANSPORT ARBEIT MATERIAL Vom Kunden Zum Kunden 28 11 2011 28 11 2011 Detailinformation in Monatsangaben Historie Garantie Code VO VK ZK AR MA ERSTELLER OWNER paso po e ADD WAR INFO BW_no_BOM lofofofofof u ukn STANDARD FSP ON3DO00STOWDYE Tolaslaslolol A 0041202147 or Sa EEE f 4 prom FE E IE Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 47 127 3 4 6 4 Defect System after Swa IM test adlerv3 10 ABOUTUS RE REGISTER DOWNLOAD UPLOAD PRINT YESL022327 Garantie Service SELECT SWAP Details 1 Ty AMILO Display L 3190W VEBLO20997 Produktfamilie YESL AMILO LL 31904
164. ter 5 2 4 removed Summary invoice WCM WEB User manual_E_V2 41 2 3 41 22 09 2009 Add Screenshot in Chapter 3 3 WCM WEB User manual_E_V2 41 2 4 1 29 10 2009 New chapter 3 4 SWAP process WCM WEB User manual_E_V2 42 2 4 2 29 10 2009 Changes in Chapter 5 1 2 Claim Error details are displayed WCM WEB User manual_E_V2 42 2 4 2 11 01 2010 Chapter enumeration corrected WCM WEB User manual_E_V2 42 2 6 07 03 2011 New chapter 3 5 Service Desk Approval process WCM WEB User manual_E_V2 42 2 6 07 03 2011 Changes in chapter 4 6 2 Workaround for DOA after repair finished WCM WEB User manual E V2 42 11 03 2011 Editorial change on screenshots WCM WEB User manual E V2 42 2 6 22 03 2011 Update of return order handling and related deadlines 1 1 5 1 1 6 1 1 7 Bulk Order 1 1 10 Legacy application WST removed 2 0 Export Control Contact updated 3 2 1 Available delivery priorities updated 4 1 5 Print out of part return form 4 4 1 1 4 4 1 2 4 6 Workaround for DOA after repair finished 4 4 5 Return Order creation in between 30 days 4 6 2 update DOA process for closed WO s 5 1 5 Export file update WCM WEB User manual_E_V2 43 10 05 2012 Update with screenshots for new spare parts portal PEC 4 2 4 6 2nd Flat Rate Process changed 4 2 3 Order number required at DOA returns 4 6 1 Delivery note of the replacing delivery to use as PRF 4 6 2 2 Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 2 127 CONTENT
165. th the validation center The Service Partner and the VC can communicate via WCM WEB See 5 1 4 Rejected or revised Work Order Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 107 127 5 1 2 Claim Error lf a Work Order is claimed while not all return orders have been posted in WCM you will receive a To Claim Error message In Work Order detail the current status ToClaimError appears In an information field the SP is informed about how much and which material numbers are not returned yet compared to the delivered material or material proposals from own stock Now you have the possibility to advise the remaining parts and to claim again FUJITSU THE POSSIBILITIES ARE INFINITE akome Support Logout 5 WCM Workorder Detail L Actions Field Service Claim Workorder Overview Call Date Workorder Partner callnumber Current Status 14 10 2009 995002281393 ToClaimError Customer Name Product ECS Fujtsu Technology Solutions GmbH i Response Time repair time Date of Carriage DIFS Code pu Technical question Return order Ersin Keep Material Ta 100 Cancel Workorder i Export WEM News gt gt DIFS for WEM Kandziora Georg YK2F013507 24114 New Comment Edit Reference Number Print workorder Service Type SP Service Type Customer Refresh page Sp a ur OnSite OnSite gt Reports Settings Customer gt gt Help
166. threshold is exceeded to create awareness for assets with costly repair history or expensive material proposals generated by the current Work Order Request However these Work Orders are assigned to the SP in WCM WEB as usual 3 5 3 Decision by Service Desk 3 5 3 1 Approval by Service Desk The WO can be rejected or approved In WCM the status changes accordingly If it is approved the status changes to HDApproved Subsequently if a Field Change Order applies the status moves into AssignedFCO or if not into AssignedAfterHDApproval Work Orders which are rejected or approved with changes are commented in the Service Desk Comment see screenshot below Spare part proposals and Error Codes may have changed during the approval To proceed with the Work Order the Service Partner has to accept the changes This is analog to the process in place for Field Change Orders assigned by WCM Home Suppor Logout Fujitsu a wou Workorder Detail Spare part proposals confirmed or added by the Service Desk are preselected If the Service Partner selects additional spare parts this is transparently reported in the FTS WCM SAP system Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 53 127 accept workorder FUJITSU These Spares were owu 1441 e Call pr bad number Description HDD SAS 36GB 10K HOT PLUG 2 5 Spare Parts Material number Warranty LSF RET EC FTA quantity M
167. tory t Invoice Material Material number Total Status Order Ho RET Ho RET Returntode KeepMaterial 34009635 1 Proposed 30045154239 34009670 1 Proposed BOO4805 25 34009639 1 Proposed BOO04 796514 0037112 1 Proposed soodrsra42 i L 34009635 1 Confirmed 30045154239 a 34009670 1 Confirmed BOO4805 25 340096538 1 Contfirmed 60047396314 0037112 1 Confirmed soodrsra42 a 34009635 1 Despatched 5004818429 8137341891 34009670 1 Despatched c004s03728 9137323921 E 34009636 1 Despatched 6004786314 61373145600 DIFE L 00371172 1 Despatched 5004787442 8137303972 bre 34009639 1 Returned 6004518429 3137341391 GOOD WNNnoe Tn A Phot rma a a E a dos di E BASS So a E wl 1 4 4 3 Return orders in case of alternative material taken from own stock The material number in the spare part proposal in WCM may differ from the material number delivered by FUJITSU spares operations if alternative parts are supplied WCM and the spares application will take this into consideration in the fit to asset check during the return order process You may use alternative parts original FUJITSU material from own stock as well as long as the part is defined as alternative spare part for the related asset in the spare part catalog You can check this out using the Translation Tool check function described in chapter 1 1 8 Selecting Spare Parts with Translation Tool virtual Fit to Asset Check 4 4 4 Return orders f
168. ts Search 8006226945 Order 8006 02 34 for illustration only Screenshot does not match with data sample search Material Name Mylar Sheet For Hdd search Material No 34035021 Manufacturing Ne FCO FUI CP514687 5X Return Code NV Credit value 0 00 EUR 0 01 EUR Weight Gross 0 01 Volume 0 00 COM HxWxL 0 00 CMx0 00 CMx 0 00 CM Country Of Origin IPN ECCH N Export List No N Stat Commodity Code 84733080000 Return amp Order Return Complaint DOA Wrong Part in Box _ Wrong Delivery Here you can return spare parts within the guarantee period that were delivered damaged faulty Order Invoice No 8006226945 Order Material No 38008989 Serial No YK2FO15472 Quantity Fault Description By entering a complaint a replacement shipment will be initiated automatically There is no need to place a new order Please acknowledge this is an illustration only Screenshot does not match the data sample Go to Next Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 98 127 Return DOA Shipment Condition You have chosen the delivery priority Standard Details J E TALARA re i a 1 d Es H La a 3 LA ur Zu ua aA FT Materi a Original Order No 5006226945 Bami Serial No YK2FO15472 Select the shipment condition and go to Next Delivery Details Company Address Customer Reference GmbH 995003175348 Former
169. ts r Edit Reference Mumber Often this Current Status does correspond to the Status of the Status Group the Work Order belongs to at that time described in 7 2 1 But in some cases e g Status Groups In Progress and Validation Centre the Work Orders can show different current status which then gives more detailed information e g the status of the ordered spare part or the exact claiming status Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 125 127 Current Status in Work Order Details can be A ClaimMovedToVC Claim moved to Validation Centre Claim rejection accepted ClaimRejectionRejected Claim rejection rejected CostEstimationCreated Cost estimation created Date agreed with customer CustomerlInformedToCollectSystem Customer informed that he can collect his system CustomerKeepsMaterial Customer keeps material e g police protects sensible data Claim opened by Helpdesk Work Order opened OrderConfirmation Order confirmation ParcelDelivered Parcel delivered Repair failed SP will get paid double Flatrate if entitled Repair interrupted Repair started Repair successful Change of claim accepted Change of claim rejected Spares are delivered SparesOrdered Spares are ordered Spares are proposed SPatCustomerSite SP has reached customer ToClaim Service data update SP is waiting for System To claim parts won t be sent back DoubleFRApproved Double F
170. ty time A YE8L022271 Multipurpose Flag Datum Ersteller SWAP 2009 03 47 ladleradm xX ONSITE TRANSPORT TRANSPORT LABOUR MATERIAL x Fromcustomer Tocustomer tinea naon Detail information in months history warranty Code os FC TC LAMA PRODUCER OWNER BASIC BRER oo ADD WAR INFO BW no BOM Pofofofofo u um STANDARD EsesoN3DO0OSTOWOYE ofalafolol AT 004202147 EXTENDED Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 45 127 3 4 6 2 SWAP Pool inventor Units in the spare part stock repaired or new material ready for exchange are recorded in ADLER with Zero Warranty These assets also carry the SWAP Flag adlery3 10 ABOUTUS RE REGISTER DOWNLOAD UPLOAD adler PRINT YESLO22271 Warranty Service SELECT Type AMILO Display L 31 901 VELAN Family code VEBL AMILO LL 3190W Part number 26361 K1284 V181 weight igram Material number 000000010600980072 Last update 3192009 warranty information partlist component details multipurpose for details click here configuration data test information Factory delivery date 102912008 Date offirstuse 11 28 2008 testing results delivery data history first use date total view Customer warranty service additional services FSP SWAp histor Multipurpose Microsoft Internet Ex
171. urn orders shall not be cancelled WCM WEB is giving instructions on the bottom line of the keep material screen For orders updated with the keep material flag no return order is expected As for each ADEX order a return order already exists the keep material flag triggers an automated info mail to Order Processing Spares Order Processing Spares will cancel the return order With Cancellation the return code CANCL is transferred to WCM WEB A new flag on line item level is added You can change setup as in chapter 2 3 Edit line items display described The flag is set in the despatcheo line if ordered in Spare Parts Portal and in proposed line if it is an own stock order see below 4 5 2 Own stock material kept Line tems Material Material number Total Status Order Ho RET Ho ReturnCode KeepMaterial 30006712 Proposed 9004649002 30006712 Confirmed s004649002 30006712 Despatched 6004649002 CANCL 30006712 Returned 6004649002 3137126824 Labour Material number Status Total price 4 5 2 Own stock material kept Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 92 127 As WCM supports the SP to create return orders for all ordered spare parts awarning message is displayed if the SP claims before all return orders have been created See 5 1 2 ToClaimError For parts ordered from own stock this means you have to set the keep material flag for all parts proposed but n
172. us Bringin Bringin Appointment arranged Cancel Workorder New Comment CURRENT VIEW CALL Edit Reference Number l gt Print workorder Condition Symptom Action Refresh page 2 Sporadic E Removable drives changer 4 HW Repair with Spare 2 Write burning read error 2 CD DVD drive Detail Views Call Problem Description gt Messages CD burning fails Customer Product Line Items Spares order Material Workorder History Material number Total Status System History 34014125 1 Proposed Invoice Labour Material number Status price WTY FLATRATE OK 4 0 00 EUR _ Search for Workorder Serial L Adler A list of authorized repairers is shown automatically See the next window The error code and description will be copied from the old call and can be enhanced Selected spare parts are not forwarded to the new Service Partner Click on lt finish gt Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 120 127 Forward Workorder FiXitsu Technology Solutions forward workorder FUJITSU THE POSSIBILITIES ARE INFINITE Forward Workorder 995007781794 Forward to 2nd Repairer AN Tr Gusiness mb Additional Information CD burning fails After click on lt refresh gt the Work Order status changes to Forwarded The Service Partner Repairer is displayed in the area Solution FUJITSU THE P
173. us to To Claim Please enter the serialnumber of the defect asset Call Entry SMR VEBLO22327 Fe HOTE Please double check the Serial Mo entered during call open is identical with the Serial No of the defective customer system If not please enter defective SWR here Please enter the serialnumber of the new SWAP asset Replacement SUR CHWAPT YEBLO22271 Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 39 127 After the correct data entry in WCM the Work Order is processed with the actual defect system SNR WCM WEB FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout WCM Workorder Detail Field Service Reset To claim i Technical question New Comment Call Date Workorder Partner call number Current Status 25 03 2009 995002270148 ToCleim Custorner Hame Product ECS Fujitsu Siemens Computers GmbH Response Time repair time Date of Carriage DIFS Code ae The corrected SNR Service Type SP Service Type Customer ic linked to the Door to door Door to door Wo rka r d ar t Edit Reference Mumber i Ersin Translation Tool Print workorder Refresh page Kandziora Georg YESLO22327 ag 20316 i Export o gt Wucht Mews gt gt DIFS for wehl Spares Detail Views Call Messages gt gt Reports ae ti Seile CURRENT VIEW CALL Product Customer t Spares order Workorder History t S
174. use the Part Return Form accompanying the spares packages of ADEX deliveries already carries this code However if the parcel is resend in original packed status FUJITSU can store it again without preceding repair loop The intake is booked as good part return the return code is changed accordingly KEIE EBENEN EISEN SI Ej WT FLATRATE MATO 000000000038001506 VGA ASUS ENTIDOSE 64 256MB Dl TYOLUT ESAR RET E ea O00000000098001326 MB MSIMS 7293 VP pATX SOCKET 775 poro MATO 000000000038001506 VGA ASUS ENT3OOSE 64 256MB Dll TYOUT E Jar NAS EA E A MATP GA ASUS ENT3OOSE 64 256MB DY ITYOUT F FSCMIRO E 17131938 XxX MAT D000000000 35001506 PGA ASUS ENFSD05E 64 256MB OYE TYOUT El DFG 0135974494 la Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 86 127 Line item details in WCM WEB Fuji QI THE FUSSIBILITIES ARE INFINITE material details Material Material number Description Status BSUS 460 HOD 25068 SATA 300 7 2K WOCWD2500S 11 08 2009 14 45 Returned Order location price Customesluty LSF Order How ordered 146 10 EUR L u Material Details Return Type R46 Warranty CRU Return Materialnumber Limited Warranty Fit To Asset Return Humber 8137127115 Limited Warranty Duration Fit To ErrorCode urn Code Returnable Product Hierarchy HD gt 18068 2506B Order information Delwery address Order Ho Express
175. ustomer Current Status HDApprovalPending ECS 2H212 DIFS Code Handling Fee Handling Fee gt r Spares gt Reports Settings gt gt Customer gt Help service Desk Approval Pending Repeated Repair 3rd failed repair in defined period CURRENT VIEW CALL Symptom H Hard disk 2 Noise Vibration 1 Hard disk internal Condition 2 Sporadic Problem Description screw loose at HD housing Action 2 Electrical mechanical refitting e g i Jumper cable connector resoldering 3 5 2 4 Event 4 A defined Repair Cost Maximum is exceeded Actions t New Comment Print workorder Refresh page C Detail Views Call t Messages Customer Product Spares order Workorder History System History Invoice Search for Workorder Serial Workorder Serial No Enter the Serial No Work Order Requests on assets which have been repeatedly repaired in their live cycle and the repair cost have exceeded a defined threshold of cost shall be enriched by advice from the FTS service Desk before the next repair is started Those events are sent in the Service Desk Approval process automatically WCM WEB displays the related Information Box accordingly See screenshot below FUJITSU Home Support Logout WEM i Field Service Workorder Detail Overview Call Date 17 02 2011 Customer Workorder 995003125104 Name i Technical question i Ersin
176. ve the field Ordernumber empty then automatically a suitable purchase order will be selected Otherwise you can consequently enter a Order No then the return will be matched exactly WITH this purchase order Attention A return order willbe created reaardina to the selected Material and its Amount Then click on lt Finish gt As confirmation you receive the following screen return order FUIITSU THE POSSIBILITIES ARE INFINITE Information The request for return orders is placed Check order confirmation 813 in detail view call OOOOUNNO0U8S0S 53 Remember If you only mark the little box in front of the description a normal warranty return order is created Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 103 127 4 6 5 2 How to return unused parts Overview Please acknowledge the process for ADEX orders and NV Parts differs from the process described above Order type was ADEX Return order already exists Please note unused written manually on the Part Return Form and return it with the part to the FUJITSU Spares Return Center Order type was NORMAL STANDARD order Part is returnable The returned parts must be in their original packaging or the ESD packaging must be originally sealed Use function Good Part Return in WCM Part is non returnable N Part are non returnable parts Unused parts should be returned if they are in original packagin
177. workorder New Comment Edit Reference Number Print workorder Refresh page C Detail Views Call Messages Customer Product Spares order YYorkorder History System History Invoice L Search for Workorder Serial Workorder Serial No C Adler Enter the Serial No Subsequently the Swap Flag will disappear from the claim The indication of the system exchange is no longer displayed in the additional information section Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 43 127 Home Support Logout 3 EX Workorder Detail Field Service Reset To claim i Technical question Call Date Workorder Partner call number Current Status gt New Comment i Ersin 25 03 2009 995002270152 Toclaim Edit Reference Number A Customer Hame Product ECS gt Print workorder i Translation Tool e e i Yollkammer Mike YESG000796 10018 Refresh page LES Export Response Time repair time Date of Carriage DIFS Code gt gt WCM News 0 0 26 03 2009 i E essen a ee Po AAA ARA A Detail Views gt gt DIFS for WYCM Service Type SP Service Type Customer Call Ca Collect amp Return Collect amp Return Spares Messages gt Reports Customer EA gt Settings CURRENT VIEW CALL A gt Customer Spares order gt gt Help Condition Symptom Action Wor
178. ystem History nice t Customer Additional Information SWAP Call Entry SHR YESL022326 N The originally recorded Replacement SHR SWAP YEGLO22271 SNP is stored to trace Information the actions on this This repair was fixed by exchange of the system unit Workorder gt Help Search for Workorder Serial Workorder Serial Mo Condition Symptom Action 2 Sporadic i D Display video 6 System exchanged 3 Brightness contrast 1 System screen C Adler Enter the Serial No Problem Description Display brilliance not acceptable Solution system exchanged Line Items Labour Material number price WY FLATRATE 66 00 EUR 3 4 4 3 SWAP Example 3 Blade unit was repaired not swapped The Blade failure might be fixed by replacing a modular component e g the RAM The unit is not replaced and the Claim Entry SNR does not change The Service Partner signifies this by simply entering the Entry SNR for the replacement SNR once again Service Operations Issue May 2012 WCM WEB User Manual Warranty Claim Management Tool Page 40 127 FUJITSU THE POSSIBILITIES ARE INFINITE a Home Support Logout nen Workorder Detail BE I Field Service Claim WWorkorder i Technical question Repair failed Call Date Workorder Partner call number Current Status 25 03 2009 995002270160 i RepairSuccessful Customer Hame Product ECS Fujtsu Si

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