Help and How-to
Help and How-to
The unique claim number can be the pre-printed NARDA/NESDA/FieldServiceReport number on the hardcopy paper form, an internal work order number, the dispatch call number or any other unique number for your service center.
The manufacturer is the party responsible for paying the claim or call presented to you by SERVICEPower. It can be a manufacturer, a third party administrator, a parts distributor or it can be SERVICEPower.
The service center number is the unique account number assigned by the manufacturer when the service center becomes an authorized servicer .
The dispatch number (call #) is the unique identifier assigned to a client consumer repair service job in the SERVICEPower application
This is a required field on a warranty claim form and it represents the day the servicer filed the claim form. This field is automatically populated by the computer on the day the claim is filed
This is a required field on a warranty claim form and it represents the day the product was purchased by the consumer
This is a required field on a warranty claim form and it represents the day the service was received by the service center. It could also be referred to as the dispatch date or the day the consumer called in for service on their product
This is a required field on a warranty claim form and it represents the day the service was finished by the service center
The brand is the “popular” reference used in selling the manufacturer’s product. Sometimes the brand is the manufacturer such as DENON. Other times the brand has no reference to the manufacturer, e.g. HOTPOINT is a brand of the manufacturer GE. Brands have a 3-digit brand code in the SERVICEPower application and can be referenced by the code of the full name, e.g., MAYTAG = MAY
Each manufacturer has a list of model numbers which represent the products they sell. To validate the models, see the model file
Serial numbers are unique for each model number and represent the exact product number. Serial numbers are validated and are very important to the manufacturing of the product.
The consumer information located on a claim is the owner of the product at the time the repair was completed. Claims are required to contain the first and last name of the consumer, the address, city, state and zip, the home phone number of the consumer and the consumer’s email address if possible.
If the repair is a STOCK repair, which means the unit is owned by the dealer or service center and NOT by a consumer, the dealer’s address information is required.
The descriptive information in this field is the consumer’s initial reason for requesting the repair service, e.g., “Oven is not heating”
A complaint code is specific to the manufacturer or industry that tells in a code form what the customer described was wrong with the product. For example, most of the consumer electronic manufacturers use an industry developed table of codes called EIA codes that were designed to designate in code form all possible customer complaints, e.g., DEAD = unit is not working
The detailed description of the service performed on the product is required and must be specific. Comments such as “Replaced Part” is not enough information.
A repair code is specific to the manufacturer or industry and describes in code form the service that was performed on the product. For example, most of the consumer electronic manufacturers use an industry developed table of codes called EIA codes that were designed to designate in code form all possible repairs, e.g., PTEL = electrical part replaced.
The NARDA/NESDA forms had a table that needed to be checked for consumer electronic repairs and this drop-down box/listing shows the selections. NOT ALL MANUFACTURERS REQUIRE THIS INFORMATION.
This is the name of the company where the consumer purchased the product, e.g. Circuit City.
The manufacturer part number must be a valid part from the parts master file, including slashes, dashes, etc. Parts must validate against a parts master file so the number must be specific.
For example: S-SF95RFBS//A.
The part description is not required on the warranty claim form but will be inserted once the part number is found in the parts master file, e.g. Part#::SC-ASY0417 = Description: SUB-CHASSIS.
This is the number of an specific part number that was replaced in the repair of the unit. Usually just one quantity of a part is used except with resistors, fuses, bulbs, etc.
If a part fails on a unit and needs to be replaced or repaired the manufacturer can supply a list of reasons why this occurs with the part and each reason has a fault code. The fault code is used on the part line to indicate what happened to the part
The call code is a further breakdown of the fault code on the part line describing in more detail the fault code. For example: if the fault code is Broken (2), then the call code could be either No Replacement (5) or Replaced Part (15)
All parts are purchased by a parts supplier such as the manufacturer or a distributor of parts or part store. Each part is bought and must have an proof of purchase which is the invoice number. This number is used to prove how much the servicer paid for the part(s)
Servicer buy parts from manufacturers/distributors at dealer cost. All costs for parts are justified by the proof of purchase or the manufacturer will reimburse at the cost they feel the servicer should have bought the part
Part handling additions are automatically calculated and not required to enter on the claim form. Each manufacturer has a parts handling flat rate or % depending on the cost of the part which is used to cover the servicers extra expenses spent on buying and stocking parts (such as tax, shipping, freight, return fees, interest, etc.)
This field is automatically calculated by multiplying the quantity of part used by the part cost then adding the parts handling amount
This is the amount of labor requested for the repair. It should include the call fee (diagnosis) and any other fee for labor
This field is automatically calculated by adding all the part line total extensions together
This field is the number of miles traveled to and from the consumer’s home where the product was repaired. The servicer is responsible for his coverage area which is usually based on a 20 mile radius of his shop location. This will be reduced from the number of miles listed in this field. The mapping program will also calculate the number of miles from the servicers’ zip to the consumer’s zip to confirm the remaining number of miles for verification of additional mileage to reimburse the servicer
Travel can be used to reimburse the servicer if the manufacturer selects this instead of paying based on miles traveled
This is the total amount requested for miles traveled and is validated against the number of miles paid in order to calculate and pay properly
The total amount of sales tax requested is entered in this field. Repairs in warranty are not taxable. Some out of warranty work and service contract repairs are also not taxable. Some states laws are different than other, see the chart below for which states are taxable. Even this table can be overridden in some circumstances
This field is automatically calculated by adding the amount requested fields above; labor, mileage, travel, parts, etc.