Transcript
Fónfix Repair System
Fónfix Repair Logging System Fónfix have developed a new web-based Repair System for Stores. The new system will be held on the Fónfix server and will be managed and maintained by Fónfix.
To access the Repair System please select the below link and save it to your favourites:
http://repairs.fonua.com/Login.aspx
The following guide will go through the Repair System functionality and how to Log a Repair using the new system.
Section
Page
1. Logging In
2
2. Home Page
6
3. Repair System Options
7
4. To Do List
7
a. Accepting / Refusing Estimates
8
b. Supplying Customer Information
10
c.
12
Supplying Customer Information POP
5. Log a Repair
13
6. Packing List
21
7. Check Repair Status
22
8. Estimate Price List
23
9. Daily Repairs Report
24
10. Contact Us
26
11. Receiving Repairs back into Store
29
12. Closing Repairs in Store
30
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Fónfix Repair System
Logging In: Log In Screen for Repair System
When logging in for the first time please click on the ‘New user or forgot password?’ option.
You will find this directly below the ‘Log In’ button.
You will be brought to the screen below:
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Fónfix Repair System
Please enter the email address of the Store into the ‘Email Address field’ and click on the ‘OK’ button. You will be presented with a message advising you that an email has been sent to you to provide you with a link to set your password.
When you receive the email please click on the link contained within.
You will be brought to the screen below:
In the ‘Password’ field enter a password that contains both alpha and numeric characters and make sure to enter a password that you will easily remember e.g. Dundrum1, Wilton 1, etc In the ‘Confirm Password’ field re-enter your chosen password and then click on the ‘OK’ button.
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Fónfix Repair System
You will be presented with a message that your password has been set, as below:
Please click on the ‘Go to Login Page’ button which will bring you back to the ‘Log In’ page as below:
Enter your email address (Store email address) into the ‘Email Address’ field and then enter your new password into the ‘Password’ field and click on the ‘Log In’ button.
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Fónfix Repair System
Once you have logged in you will be presented with the Home Screen of the Repair System, as below:
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Fónfix Repair System
Home Page: The Home page allows you to navigate through the system and gives you the following options:
To Do List
Highlights outstanding items for your Store. It helps prioritise items that require your urgent attention.
Log a Repair
Allows the logging of new repairs
Packing List
Allows the creation and reprint of packing lists
Check Repair Status
Use this to query repairs using o IMEI o Subscriber Number o Date Range o Repair Reference o Packing List ID
Estimate Price List
Daily Repairs Report Gives you a daily report of all active repairs for your Store and allows the updating of estimates and customer information requests
Provides a list of the repair pricing for Fónfix out of warranty repairs.
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Fónfix Repair System
Repair System Options: All Repair Options available to you are displayed on the left side of the site at all times for your convenience; the options available are as follows:
To Do List: When you click on the ‘To Do List’ option you will be presented with a list of all active repair jobs that require an action by your Store (as below) and will need to be acted on as a priority. The actions will include ‘Awaiting Reply to Estimate’ and ‘Awaiting Customer Info’
When you have carried out the relevant action on the site the repair job will update to the next status and will be automatically removed from the To Do List.
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Fónfix Repair System
1. Accepting / Refusing Estimates When in the ‘To Do List’ option if you see a repair job at a status of ‘Awaiting Reply to Estimate’ click on the ‘View’ button positioned to the right of the job.
This will bring you into the repair job details as below:
In the case of a job on a status of ‘Awaiting Reply to Estimate’ you will see a ‘Reply to Estimate’ button located under the ‘Current Status’ field.
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Fónfix Repair System
Click this button to accept or refuse the estimate as below:
Simply fill in the 4 fields i Accept Estimate, the drop down will give you the option of a) Accept Estimate b) Refuse Estimate ii Updated By iii Authorisation Code iv Receipt Number (this field is optional) Click on the ‘Save’ button and the estimate this will automatically change the status of the job to ‘Estimate Accepted’ or ‘Estimate Refused’. You can also click on the ‘Cancel’ button to return to the repair job details without taking any action.
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Fónfix Repair System
2. Supplying Customer Information When in the ‘To Do List’ option if you see a repair job at a status of ‘Awaiting Customer Info’ click on the ‘View’ button positioned to the right of the job.
This will bring you into the repair job details as below:
The ‘Engineer Comments’ will detail what customer information is required. In the case of a job on a status of ‘Awaiting Customer Info’ you will see an ‘Update Details…’ button located under the ‘Current Status’ field.
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Click this button to supply the customer information required, as below:
Simply select the appropriate ‘Job Information’ type from the drop down list, i Update lock Code ii Update Fault Description iii Return Handset without Repair iv Proof of Purchase Required v Other Enter the information required into the ‘Job Information Comment’ field and click on the ‘Save’ button this will automatically change the status of the job to ‘Customer Information Supplied’. You can also click on the ‘Cancel’ button to return to the repair job details without taking any action.
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Fónfix Repair System
3. Supplying Customer Information (P.O.P) When in the ‘Update Details…’ screen and you choose ‘Proof of Purchase Required’ from the drop down menu you will be presented with a different screen, as below:
If you have scanned the P.O.P onto your PC then you can attach it by using the ‘Attach File’ facility. If you are going to send in the P.O.P via fax or otherwise you can simply detail your intentions in the ‘Message’ section of the screen. Click on ‘Save’ to submit your information and update the repair job or click on the ‘Cancel’ button to return to the repair job details screen without taking any action.
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Fónfix Repair System
Log a Repair: When you click on the ‘Log a Repair’ option you will be taken to the ‘LOG A REPAIR - STEP 1’ screen, as below:
All mandatory fields (marked with an asterisk*) must be filled in before you can move on to the next step. Below we have provided guide to what must be entered into each field: i Repair Type:
Select device type from drop down list. Note it must be for a manufacturer which Fónfix repair. Tablets may be Wifi only enabled (no imei will be present) or GSM tablets (take a Sim and have imei present). Please select correct type.
ii Store Contact*:
Team Member creating the Repair job must enter their name
iii Accessory Repair*:
Select Y if it is an accessory repair. Select N if it is a handset repair.
iv IMEI*:
Enter the correct IMEI of the handset or GSM tablet. It is vital that care is taken when entering the IMEI as incorrect entry will lead to confusion later.
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v Serial No:
Mandatory to be entered for non GSM devices (no imei present).
vi Subscriber No*:
Select Prefix from drop down menu and enter the remaining digits with no spaces.
vii First Name*:
The Customer’s First Name is to be entered here in all cases.
viii Last Name*:
The Customer’s Surname is to be entered here in all cases.
ix Address Line 1*:
First line of the Customer’s address
x Address Line 2:
Second line of the Customer’s address if appropriate
xi Town/City*:
The Town or City
xii County*:
The County
xiii SMS Update*:
The Yes or No box must be ticked.
xiv Alternative Contact No*: Another number where we can contact the customer with no spaces. This number must be a mobile number if Yes is chosen for SMS Update. xv Email Address:
Customer’s email address if available
xvi Loan IMEI:
Enter the IMEI of the loan handset being given to the customer
xvii Loan Make & Model:
Enter the Make & Model of the loan handset being given to the customer
Below is a sample of a completed ‘LOG A REPAIR - STEP 1’ screen.
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Fónfix Repair System
When you have completed populating the fields in the ‘LOG A REPAIR – STEP 1’ screen you must then click on the ‘Next’ button.
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You will be taken to the ‘LOG A REPAIR – STEP 2’ screen, as below:
All mandatory fields must be filled in before you can move on to the next step. Below we have provided detail of what must be entered into each field: Make: This field will automatically populate based on the IMEI you entered in STEP 1 Model: This field will automatically populate based on the IMEI you entered in STEP 1 xv Network:
Choose the Customer’s network from the drop down list
xvi Physical Damage Detected: Tick the box if physical damage is detected in Store ITEMS BEING RETURNED: xviii Proof of Purchase:
xix Handset Returned?
Select ‘Yes’ if P.O.P is being sent in with the phone / Accessory. This will provide you with the means to capture the date of purchase Tick box if handset is being returned to Fónfix
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xx Battery Returned?
Tick box if battery is being returned to Fónfix
xxi Charger Returned?
Tick box if charger is being returned to Fónfix
xxii Back Cover Returned? Tick box if charger is being returned to Fónfix xxiii Other?
Tick if another item is being returned and give details in box provided
FAULT INFORMATION:
xix Fault Type
Tick either Constant or Intermittent, whichever is relevant to the phone fault
There are a total of 4 fault fields available should the phone / accessory have more than one fault xx Additional Fault Info
This is a mandatory field. Entering accurate & detailed information will lead to faster repair turnaround
THE FOLLOWING STEPS MUST BE TAKEN WITH THE CUSTOMER AND BE TICKED OFF IN ORDER TO PRCEED WITH THE LOGGING OF THE REPAIR
xxi SIM Card Removed?
Tick this box when you have returned the Customer’s SIM card to them
xxii Memory Card Removed? Tick this box when you have returned the Customer’s memory card to them xxiii Customer Advised of Data Loss? Tick this box when you have informed the Customer that all saved information will be lost during the repair and that they should back up all their information.
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Below is a sample of a completed ‘LOG A REPAIR - Step 2’ screen.
When you have completed populating the fields in the ‘LOG A REPAIR – STEP 2’ screen you must then click on the ‘Next’ button.
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You will be taken to the ‘LOG A REPAIR – STEP 3’ screen, as below:
This screen provides a review of all details entered for the repair. If the details are not correct, you can move back through the steps by simply clicking on the ‘Back’ button and make changes as appropriate. If the details are correct, simply click on the ‘Finish’ button.
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Fónfix Repair System
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When you click on the ‘Finish’ button you will be taken to the 4 and final step which is the Repair Docket, as below:
Please print 3 copies and get the Customer to sign all 3.
Copy 1
Customer Copy
Copy 2
Fónfix Copy - Wrap around the phone / accessory being sent for repair
Copy 3
Store Copy
NOTES: 1. You can re-print a repair docket at any time by simply viewing a job and clicking on the ‘Print’ button. 2. You can cancel a repair from the system any time up to when it is collected from the Store by simply viewing the repair details and selecting the ‘Cancel’ button. Repairs cannot be cancelled on the system once the unit has been collected / sent in to Fónfix.
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Packing List: To create a packing list select the ‘Packing List’ option, the below screen will be displayed.
Select the date range that you want to create your packing list from and click the ‘Search’ button. When you have selected your date range the repair system will provide you with all of the repairs waiting to be sent to Fónfix from those dates, as below:
Click the ‘Select All’ button to send all the handsets to Fónfix or you can individually select the repairs you want to send.
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When you have created your Packing List, the Packing List number will be displayed, as below:
If you need to reprint a packing list, please select the ‘REPRINT PACKING LIST’ button and select the date range, the Packing Lists from these dates will be displayed and you can select the packing list you require.
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Check Repair Status: When you click on the ‘Check Repair Status’ option you will be taken to the ‘CHECK REPAIR STATUS’ screen, as below:
With this option you can now check a Customer’s repair status by entering their i IMEI ii Subscriber Number iii Date Logged iv Repair Reference v Packing List ID. Once you enter the correct details the repair will be displayed at the bottom of the screen providing you at a glance with the packing list the repair was sent in with and the current status of the repair. You can then easily view the repair details by clicking on the ‘View’ button.
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Estimate Price List: The price of an Out Of Warranty repair can be checked before logging a repair by accessing the ‘Estimate Price List’ option, as below:
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Daily Repairs Report: The ‘Daily Repairs Report’ will show all repairs that are currently live and open for your Store, as below:
This screen provides you with the ability to take action on repairs that are at a status of ‘Awaiting Reply to Estimate’ or ‘Awaiting Customer Info’. This screen will also show what has been despatched the night before so you know what is due out to you in your daily delivery.
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Contact Us: There are two separate ‘Contact Us’ options available to you when in the Repair System.
1. In Repair Contact Us Option: When viewing a Repair Job you will see a ‘Contact Us’ button positioned at the top and bottom right of the screen, as below:
When you click on the ‘Contact Us’ button you will be taken to the ‘Contact Us Form’ screen as below:
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The ‘Name:’ and ‘Email Address:’ fields will auto populate with the store user name and email address but these can be simply overtyped if you require to have the response sent to a different email address. Click on the ‘Cancel’ button to return to the Repair Job you were viewing or enter the details of your query in the ‘Message:’ section and click on submit, you will be presented with confirmation that your query has been submitted, as below:
The query will be received by Fónfix as an email and the Repair Job reference details will be auto populated into the subject field. Simply click on the ‘Return’ option to navigate back to the Repair Job you were viewing. 2. Home Page Contact Us Option: On the ‘Home Page’ you will find a ‘Contact Us’ option on the top bar of the screen, as below:
This option can be used for general queries that are not directly related to a specific Repair Job.
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Simply click on the ‘Contact Us’ option and you will be taken to the ‘Contact Us Form’ screen, as below:
The ‘Name:’ and ‘Email Address:’ fields will auto populate with the user name and email address but these can be simply overtyped if you require to have the response sent to a different email address. Enter the details of your query in the ‘Message:’ section and click on submit, you will be presented with confirmation that your query has been submitted, as below:
Simply click on another function to navigate away from this screen.
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Receiving Repairs back into Store: Having received delivery of a repair back into store please follow these steps:
Locate repair ID via Check Repair Status (see screenshot below)
View repair information by clicking on Data displayed
At top right hand corner you will see 3 buttons
Select ‘Mark Received’
This will move the repair status from ‘Despatched’ to the new status of ‘Received into Store’ The menu on left hand side now included a ‘Received into Store’ option. When clicked this will display all current jobs at a status of ‘Received into Store’ as below:
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Closing Repairs in Store: The final stage in a Repair is for the Store to return the handset back to the Customer. This must be recorded within the system by clicking on the ‘Mark Returned to Customer’ button as below:
You will be taken to the ‘Mark Returned to Customer’ screen see below:
Simply enter your name into the ‘Returned By’ field and click on the ‘Save’ button. This will update the Store Comments with the date the unit was returned to the Customer and by whom and will change the status to ‘Returned to Customer’
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