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

About Warranty Claims

A warranty claim is a multitier collaborative process that spans customers, dealers, service providers, manufacturers, and suppliers. Siebel Dealer enables manufacturers, dealers, and suppliers to enter warranty claims and manage the warranty process from claim creation through reimbursement.

NOTE:  Additionally, warranty claims might also be imported using Web service integration.

Warranty Claim Types

When you create a warranty claim, you must specify the claim type for each line of the claim. A warranty claim might consist of any of the following claim types for each line of the claim. Warranty claim types include:

Extended

The extended warranty claim type provides more asset coverage than the standard warranty. The customer buys it to provide additional coverage.

Good Will

The good will warranty 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.

Predelivery Inspection

The predelivery inspection (PDI) warranty 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:  A PWA is not required for PDI claims.

Parts Warranty

In some instances, individual parts of an asset might carry a warranty that is separate from the standard warranty. For example, the standard warranty for a vehicle is 36 months or 36,000 miles, but the powertrain is covered under a 60-month warranty or 60,000-mile warranty. 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 warranty claim type is used to identify assets that require product repair or replacement. For example, after production and delivery of a vehicle, if it is determined that there is a problem with the window regulator, then the manufacturer issues a product update campaign and the affected assets become eligible for repair and replacement.

NOTE:  A PWA authorization is not required for product update campaign claims.

Recall

The recall warranty claim type is used to identify repair work that is being performed as a result of a product recall.

NOTE:  Recall notifications are started outside of Siebel Dealer. A PWA is not required for recall claims.

Standard

The standard warranty claim type is used to represent the standard manufacturer coverage for the product. The warranty is a written promise that 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, the standard warranty claim provides protection to the consumer against defective workmanship or parts and typically covers repair and replacement.

Transportation

The transportation warranty claim type is similar to a PDI prewarranty authorization, but it is used by a dealer to submit a claim for damage that occurred to an asset during transit.

NOTE:  A PWA is not required for transportation claims.

Warranty Claim Statuses

With each action performed throughout the life cycle of a warranty claim, the status changes to reflect its current state. Table 4 shows the various statuses of a warranty claim.