Siebel Dealer Administration Guide > Managing Warranty Claims > Overview of Warranty Claims Management >

About Prewarranty Authorizations

The prewarranty authorization (PWA) is a request that is completed by a dealer, which records the work that must be completed by the dealer. It is used to obtain approval from the manufacturer prior to conducting the work. For example, the asset might have been damaged during transit and requires fixing before the asset can be delivered to the customer.

When you create a PWA, it is assigned a unique reference number and is linked to the asset number, dealer, line items, and cost estimates. Each PWA can have multiple line items for each authorization. After you enter all of the details for a PWA, it is processed using the verification and claims processing rules. If all of the lines in the PWA meet the acceptable criteria, it is approved and authorization.

In addition to being able to create a PWA directly in Siebel Dealer, you can also use a third-party application using Web services. For more information on Web services, see Siebel Automotive Guide.

NOTE:  You can link only one work order to a PWA.

After a PWA is approved, you can create a warranty claim and link the PWA to it from either Siebel Dealer or through Web services.

PWA Claim Types

When you create a PWA, you must specify the claim type for each PWA line item. A single PWA might consist of any of the following claim types.

Extended

The extended warranty PWA type provides more coverage for an asset than a standard warranty. The customer buys it to provide additional coverage.

Good Will

The good will claim type is used by dealers and manufacturers to provide coverage on a case-by-case basis for repairs that are not covered under the product warranty (for example, expired warranty or not covered) and are performed as a courtesy to promote customer retention or loyalty. This type of claim is processed outside of the normal workflow and is sent directly to the manufacturer for approval.

PDI

The predelivery inspection (PDI) claim type is used to cover work that is performed prior to the asset being delivered to the customer. During a PDI, any problem identified with the asset is addressed and a warranty claim is submitted using the PDI type.

NOTE:  While a PWA is not required, you can create a PWA from the PDI claim type, if necessary.

Parts Warranty

In many cases, the individual parts of an asset are covered under separate warranties and if the part fails, it might be covered under the parts warranty instead of the warranty for the asset. For example, a customer purchases a laptop, which is covered by a 12-month standard warranty, and the battery fails during the coverage period. The battery is covered under a separate warranty for 24 months. The claim is filed against the warranty for the failed part. Parts warranty claims are used to classify parts that were purchased or replaced after the asset was purchased.

NOTE:  If a part is sold through a Siebel application and if the sale details (for example, the sold date) are captured in the Siebel application, the part details for the asset will be available for viewing.

Product Update Campaign

The product update campaign claim type identifies assets that require product repair or replacement. For example, after the production and delivery of a product, if it is determined that a problem exists with a major component, which presents a safety hazard, then the manufacturer issues a product update campaign and all affected assets are eligible for repair and replacement.

NOTE:  While a PWA is not required, you can create a PWA from the product update campaign claim type, if necessary.

Recall

The recall claim type identifies the repair work that is being performed as a result of a product recall.

NOTE:  Recall notifications are started outside of Siebel Dealer. While a PWA is not required, you can create a PWA from the recall claim type, if necessary.

Standard Warranty

The standard warranty claim type is used to represent the standard manufacturer coverage for the product. The warranty is a written promise that the product is free from defect and further promises that the product meets a specified service or performance level for a stated period. If the product fails during this period, then the standard warranty claim provides protection to the consumer against defective workmanship or parts and typically covers repair and replacement.

Transportation Warranty

The transportation warranty claim type is similar to a PDI or prewarranty authorization. The notable difference is that the transportation warranty claim type is used by a dealer to submit a claim for damage that occurred to an asset during transit.

NOTE:  While a PWA is not required, you can create a PWA from the transportation claim type, if necessary.

PWA Statuses

With each action performed throughout the life cycle of a PWA, the status changes to reflect the current state. Table 2 shows the various statuses of a PWA.

PWA Repair Line Statuses

The repair lines in a PWA are used to record the details of the prewarranty work required, which includes items, such as operation codes, causal part number, policy identification, amount requested, and whether the repair is being performed by a third-party or being sublet. Table 3 shows the various PWA repair line statuses.