Welcome to the GSPN

Website Start Guide

6/30/09

• GSPN Home Tab 3• Warranty / Parts…Now 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!

I’ve Logged into GSPN

NOW WHAT?!?!?

To do this go to Warranty / Parts

The very first thing you should do when you log on is

CHECK YOUR TICKETS!

Then click on “service tracking” and select ticket list

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)

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! – MSG column. If there is an icon here click it to view Samsungs reply to your pending inquiry

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

SAW’s are now done on this page

New date fields added.Status date/timeDelivered 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.

* *You MUST click Save if you want the changes you make kept (top or bottom

doesn’t 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 hasn’t 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 decline the service

• Pending – The repair is pending completion. This can happen for multiple reasons. When this option is selected the “Reason” field highlights and one MUST be selected.

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 Samsung’s 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 Samsung’s tech support dept that they need to take action.

•Customer not available – Cant get in touch with customer

•Waiting for customer confirmation – Customer is unsure when they will be available for the service call

•Rescheduling appointment – Waiting to reschedule 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

1. Click on Warranty / Parts

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

Useful Terms!

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

Ticket – Short for Ticket number or Transaction number.

Claim – Short for Warranty Claim

Status – This is the ticket’s 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

3. Fill out the information and click the save button

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

Useful Terms Continued!

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 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 Samsung’s 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

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 1

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

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

Tips for selecting shipping method:Ground – For out of warranty repairs and stock parts2nd day – For all in-warranty repairsNext 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

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

Creating a Warranty Claim – Part 1

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

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

“Print” will print the whole page“W/B Print” will only print the warranty section

How to file a Service Action Worksheet (SAW)

1. Locate the section marked SAW in the service ticket

2. Click on “request category”

3. Select the reason for filing the SAW

4. Fill out the “Request Comment” section and Save

After step 4 you can view the SAW’s 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 SAW’s (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.

1. From the Main Menu Select “Warranty/Parts”

2. Type in the Model Number in theLeft Hand Search Field

4. Manuals and Bulletins are

displayed with appropriate hyperlinks

HLP5063 3. Click on the

Magnifier Button

5. Click on hyperlink

number to view

How to find Service Literature

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

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

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 – Jayrjr@sea.samsung.com

GSPN Warranty claim training – Jet Nyamwange – Jnyamwange@sea.samsung.com