Case creation
A case should only be sent to diag needed once the vehicle is with this person
The person or shop willing to do the warranty work
when waiting on more information on a claim you should do this
Snooze it to triage
For claims on this family within the first year we need to direct the customer to a dealer, who we outsource the units from
Nissan CVT
If a customer were to call in complaining that their 545RFE appeared to be wrong as there is no tail housing you can tell the customer this
That unit does not come with the tailhousing and it needs to be swapped from the core
this is the length of time for our warranty for most of our customers
3 years
When opening an oreilly claim you must change this to assure the techs call during appropriate business hours
time zone
When creating a BOL for multiple defects you’ll need to change these two things on the BOL otherwise it wont reflect the correct number of units
change the items number and weight
A 6l80 is an example of a family that needs this. So when selling this unit you must make sure to notify the customer so they can have it performed before the vehicle is driven
Reflash
When a unit is damaged in shipping you should do this
have a tech send directly to diag complete for us to send a unit
When selling a vendor unit this needs to be done after it ships or no claim can be started.
Close the order out of paradox
This question can be asked in order to determine the customer qualifies for labor
Who installed the original unit
When putting a note in a case in a techs name this best practice will ensure they don't miss it.
Message the tech
This family includes members such as Sam and Lawrence
Loshak
If a customer calls in on a case thats already made it past diag complete asking for a tech by name you should do this
Ask what they are calling about (they may be calling to find out how to get paid - get a defect picked up, ext)
if the only complaint is contaminated fluid or metal flakes you should ask for this
pictures
When starting a case where the store location has changed, in addition to making a note you should do this.
Change the location in paradox
When putting a note in a solved case that needs to be viewed by someone you must do this.
Re-open the case
When selling an Re5r05a, you should always mention that we send a radiator and the customer must do this to prevent any warranty issues
Replace the rubber cooler lines
when a wrong unit is determined to be the wrong serial sent this should be your first step.
Determine if the correct serial was sent somewhere else
if a customer has to outsource this service and pay to have it done, we can reimburse with a receipt
Reflash
These two fields should be filled out in Paradox before sending to a tech
miles and sf case number
When attaching an RO into a snoozed case where the defect is back, you should do this.
Wake the case so it can get paid
Some dodge families such as a 48RE come with this, which a customer may mistake as being incorrect as its a universal fit
Hayden cooler
When starting an H&A claim - an ETE tech wont be involved. Instead, you should send the case here so Chad and Tammi can work with H and A
triage box
this is what you should do if an oreilly customer has called to start a claim on a unit that was sold with no warranty.
Direct them back to oreilly