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GSPN Quick Guide

This document provides instructions for navigating and using the GSPN website for warranty and service ticket management. It begins with an overview of the homepage and sections. It then details how to search for and view service tickets, explaining new features and status codes. Further sections explain how to create service tickets, part orders, warranty claims, and service action worksheets. It provides tips for improving the analytical service tracking ratio score and outlines the correct process flow. Finally, it explains how to search service literature and contacts.

Uploaded by

Ramon Johnson
Copyright
© © All Rights Reserved
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
13K views

GSPN Quick Guide

This document provides instructions for navigating and using the GSPN website for warranty and service ticket management. It begins with an overview of the homepage and sections. It then details how to search for and view service tickets, explaining new features and status codes. Further sections explain how to create service tickets, part orders, warranty claims, and service action worksheets. It provides tips for improving the analytical service tracking ratio score and outlines the correct process flow. Finally, it explains how to search service literature and contacts.

Uploaded by

Ramon Johnson
Copyright
© © All Rights Reserved
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
You are on page 1/ 22

Welcome to the GSPN

Website Start Guide


6/30/09

GSPN Home Tab 3


Warranty / PartsNow what???
4
Ticket List Search Page 5
Service Tracking Detail Page 6
Ticket Status Explanation Page
7
ASTR Requirements and Tips 8
How to create a Service Ticket 9-10
How to create a Part Order
11-13
How to create a Warranty Claim
14-16
How to file an SAW
17
Correct process 18
Quick Document Search
19
BOM Tips 20-21
Contacts 22

GSPN Home Tab


New Improvements!

This is the first screen you see after


logging on. The first section titled
New GSPN Improvements! will alert
you of changes to the site. BE SURE
TO CHECK BACK OFTEN!!!

To see the improvement


just click on the link!

To do this go to Warranty / Parts

Ive Logged into GSPN

NOW WHAT?!?!?
Then click on service
tracking and select
ticket list

The very first thing you should


do when you log on is

CHECK YOUR
TICKETS!

This will bring


you to the Ticket
List page

Now what do I do?


1st Enter the date range you want
to look at (I suggest 2 weeks to 1
month)

New Feature! MSG column. If


there is an icon here click it to view
Samsungs reply to your pending
inquiry

Click
Search

The search results


appear!

Click on a ticket you


want to view to see
the Ticket Detail
Page

New Feature! Tickets are now color coded according to their status. The legend is on the bottom of the
page

New Feature! This is the


service ticket. There have
been a few changes
Headings have been
added to each separate
section
The ability to hide/show
any section
New date fields added.
Status date/time
Delivered date
Arrived date/time
New dates explained:
Status date/time This changes to the
current date and time when the ticket is
clicked on.
Delivered date For Carry In repairs
only! This is the date the customer
brings the defective unit to the shop.
Arrived date/time For FE/MSC use
only! This is the time you arrived at the
customers house.

SAWs are now done on


this page
* *You MUST click Save if you want the
changes you make kept (top or bottom
doesnt matter)**

Status This is the current status of the service


ticket. There are a few options:

Open The ticket is assigned to the


servicer, but the servicer hasnt clicked on
the ticket to acknowledge it.

Acknowledge The servicer has


clicked on the ticket. If a ticket is created by
the servicer instead of Samsung, the ticket
will start in this status.

Confirmed A date has been


confirmed for the servicer to examine and
repair the product. Then date must then be
entered into the Schedule date/time field
below.
Complete The service is complete. A
date must then be entered into the
Complete Date field.

Cancelled The customer wants to

Reason These are the various pending reasons. Those


marked in blue will alert a Samsung representative to look at the
ticket and determine an action to be taken:

Waiting for repair The most common delay reason


and used when waiting for the parts you ordered.

Parts Backordered / not available This alerts


Samsungs parts department that the part needed is not
available and they need to take action (ie. Give an ETA or
exchange)

Account on credit hold you have reached your


parts credit limit and need Samsung to take action (ie.
Increase your parts credit)

Wrong / Defective parts received The repair is


delayed because Samsung sent a wrong or defective part
and Samsung should take action.

Tech support needed This will alert Samsungs


tech support dept that they need to take action.

Customer not available Cant get in touch with

decline the service

customer

Pending The repair is pending

Waiting for customer confirmation Customer is

completion. This can happen for multiple


reasons. When this option is selected the
Reason field highlights and one MUST be
selected.

Rescheduling appointment Waiting to reschedule

unsure when they will be available for the service call


service call with customer.

Analytical Service Tracking Ratio - This is the score Samsung uses to give you service referrals. The higher the score
the higher up you go on the referral list. If ANY of the requirements are not met the ticket will fail. These are the
requirements:
1. After receiving the service call, save the ticket to CONFIRMED status (with a schedule date/time) OR save the ticket to
PENDING status (with a reason) with in 2 Business days of receiving the service call.
2. Once saved into CONFIRMED with a schedule date/time, the ticket MUST be saved into COMPLETE status within 24
hours of the schedule date passing. (ie. If the schedule date is 7/10/09 13:00, the ticket must be saved to complete status by
7/11/09 12:59 or it will fail)
3. Once ticket is saved into COMPLETE status, the warranty bill must be submitted within 3 Business Days.

Tips for getting a good ASTR score


Use the Pending status A ticket cant fail ASTR if its in pending status. The waiting for repair reason is very useful in this
regard.
Change the schedule date You can change the schedule as many times as you want with no penalty. Just NEVER let it age
past 24 hours (Requirement 2). If its coming close and the repair isn't done just change it to a later date!
Check back often Going over your tickets daily will help you immensely. Even a few minutes a day will give you a better
idea of what needs to be done then checking every other day.
Just submit The warranty bill doesn't have to be approved to satisfy the 3 rd requirement. It only needs to be submitted.
Once the ticket is complete send in that warranty claim ASAP!

How To Create a Ticket Part 1

Useful Terms!

1. Click on Warranty / Parts

Narda number Some service


centers use there own filing
system. The narda number is the
number you use in your filing
system.

SAW Short for Service Action


Worksheet. SAWs have 2 uses.
The first is to submit an SRA for a
dealers unit. The second is to get
money for extra mileage / labor

2. Click on Service Tracking and then click on Create New Ticket

Ticket Short for Ticket number


or Transaction number.

Claim Short for Warranty


Claim

Status This is the tickets


current status. Please see the
Ticket Status Explanation Page
for details

Delay Reason Please see


Ticket Status Explanation Page
for details

ASC Authorized Service Center


FE Field Engineer
MSC Master Service Center

How To Create a Ticket Part 2

Useful Terms Continued!

3. Fill out the information and click the save button

ASC to Review You might see a message box


when you click on the warranty parts tab that warns
you have warranty claims in ASC to Review. This
means there was an error processing the claim and
the servicer must review the claim to put the
correct information.

Samsung to Review You might see this


when submitting a warranty claim. This means that
a Samsung Warranty Rep will review the claim
before it is approved for payment.

RSE Regional Service Engineer This is a


servicers main contact. The RSE differs by area.

Tech ID This is a special ID given to servicers


4. When you see Successfully Changed click on close The
ticket has been created!

who have technicians take specialized LCD panel


replacement training. The benefit of having a tech
id is the servicer is no longer required to call
Samsungs tech support line to get an approval
number for LCD panels.

ASTR Analytical Service Tracking Ratio This


is one of the ways Samsung scores servicers
performance. Please see page 8 for requirements.

TAT Turn Around Time How long it takes to


finish the repair and complete the service ticket

How To Create a Part Order ( P/O ) - Part 1


1.

To order parts, open the ticket you want the part for and click on Parts Order

How To Create a Part Order ( P/O ) - Part 2


2.

When your on this screen, fill in the highlighted information and click Verify.

Tips for selecting shipping method:


Ground For out of warranty repairs and stock parts
2nd day For all in-warranty repairs
Next Day For no cool situations and emergency part orders (To use this a service date and
reason must be entered as well)

How to create a Part Order (P/O) Part 3


3.

Click on Save and the part will be shipped

Creating a Warranty Claim Part 1


First, complete the ticket by changing the status to complete.
Then enter a date in to the complete date field.
Finally, enter a resolution and click

After clicking
you will see this pop up.
Click ok and the warranty claim section will
appear

Creating a Warranty Claim Part 2


Once the Warranty Information section is filled in click Save

Creating a Warranty Claim Part 3

If this claim was NOT approved, the


errors that needed to be corrected would
be listed here

Print will print the whole page


W/B Print will only print the warranty section

This is an example of an approved warranty claim. The status has changed automatically from
complete to warranty submitted

How to file a Service Action Worksheet (SAW)


1. Locate the section marked SAW in the service ticket

3. Select the reason for filing the SAW

2. Click on request category

4. Fill out the Request Comment section and Save

After step 4 you can view the SAWs for that service ticket on the SAW list

Follow this order to get less errors and get paid fast!

Step 1 Select a ticket: Select a service ticket on your ticket list. (the
servicer will receive a fax or email to alert you of a new ticket) (Ticket
example 4002358484)

Step 2 Part order and SAWs (if needed): If a part is needed or SAW
needs to be filed, you can do so while in the ticket. This step is not
necessary if no part or SAW is needed!

Step 3 Update ticket status. Get the repair finished and complete the
ticket ASAP! Standard TAT is 4 business days for repair.

Step 4 Warranty claim creation: Warranty claims get you paid! This can
also be done through the ticket.

How to find Service Literature

1. From the Main Menu Select Warranty/Parts

2. Type in the Model Number in the


Left Hand Search Field
HLP5063

3. Click on
the
Magnifier
Button

4. Manuals and
Bulletins are
displayed with
appropriate
hyperlinks

5. Click on
hyperlink
number to view

To find the most accurate part numbers, use the BOM!

To search for the Bill of Materials (BOM)


aka Parts List
1. Click Warranty/Parts Tab
2. Order management -> Parts
Information -> Parts list by Model
3. Type in the Model Code and click
Search

1. Click on the correct model code


(Check country list on right to make sure it is the right model)

2. Check mark the parts you need and Click CREAT P/O or ADD TO CART
3. Service bulletins and tips can be found for the specific part

For ALL GSPN issues please call the GSPN Helpline at

888 - 341 - 2561


On line training is available. Send email to sign up!
GSPN Basics Jay Reynolds Jr
[email protected]
GSPN Warranty claim training Jet Nyamwange
[email protected]

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