Mitsubishi Electric Automation, Inc. -

A customer calls into the Repair Dept. and is transferred into the phone queue. If the customer desires a warranty exchange they are transferred to the repair coordinator.
The repair coordinator will fax the customer the standard "Warranty Exchange Claim Form". This form includes data such as customer name, purchase order no., part serial no., etc.
The customer faxes this form back to MEAU and the information is verified (valid account number, etc.). Once it is verified, the coordinator faxes the customer the "Exchange Confirmation Form". This form requires the customers signature and purchase order number. This form indicates that the customer understands the terms of the warranty exchange agreement. Specifically, that we will send the exchange part out immediately, but when the customer's defective part comes in, if the failure does not fall under the terms of the warranty he will pay full price for the part we have already sent him.
Most of the customers using this policy are IAD dealers and they are already supplied with a copy of the "warranty exchange claim" form so in most cases the first 2 steps of this procedure are skipped.
When the coordinator receives the "Exchange Confirmation Form" with the customer's signature and purchase order number, she will input a standard sales order into the database system. This creates the shipping information etc. but it specifies distribution channel 3, which is IAD Service. When the warehouse pulls this part it automatically creates the invoice.
At the same time the coordinator will also create the Service Notification and Repair Order in the database system. The Service Notification generates the Return Authorization Number that is faxed to the customer to send in the defective part.
The defective part is sent into the MEAU receiving Dept. and is received into Repair and the Return Authorization Notification in the standard manner. The part also goes through the cleaning room like a standard repair and return.
The part is delivered to the appropriate repair area (I.A.D., SPINDLE, etc.) and the next available repair technician will work on it.
The repair technician tests the part to analyze the problem. From this, he determines whether the failure is covered by warranty. If the failure is indeed covered by the warranty, the technician will repair the part and put it into repair inventory to be used as a warranty exchange unit for some future customer.
If the failure in the customers part was not covered by the product warranty he has two options:
We can repair his broken part (using the repair order created previously), and send it back to him. In this case he still keeps our exchange part and we charge him for it. In this case he will be invoiced for both parts.
If he so desires, we can ship his non-repaired part back to him as is and he still pays for our exchange part..