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Part 3 - Using Quantrac 2005
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45 -
Callbacks and Warranties
With Quantrac 2005, you have the ability to document your service personnel callbacks and equipment warranty
occurrences. Service Call reports exist which will summarize the callbacks and warranties, and provide detailed
reasons and direct costs to your company. You can use these reports for management purposes, including employee
rewards or disciplinary action, equipment evaluation, installation crew evaluation, etc. For the purposes of this
software, the following definitions apply:
Callback: A service call that is the result of the performance of a company employee…which applies direct costs
which may or may not be billable to your customer.
A common example would be where a service technician mis-diagnoses a customer’s problem, and makes an
inapplicable repair. The customer calls back with the same symptoms. Your company is obligated to return to the
jobsite at no charge and correctly diagnose the problem and make the effective repair. In this case, you would
probably “no charge” the return trip and associated labor. You may or may not invoice for the new parts required to
fix the original problem or any other problems encountered.
A second example is where an installer incorrectly installs a new unit (coil, furnace, condenser, etc.). This creates a
situation where you are obligated to return to the jobsite and correct the improper installation. In this case, also, you
would probably “no charge” the trip and associated labor, but charge your employee(s) with the mistakes.
Warranty: A service call which is the result of the failure of new unit of equipment or installed repair component due
to a factory defect in materials or workmanship, at no fault of the servicing or installing employee(s).
The most common examples of this are where brand new equipment or a repair part has failed… clearly as a result of
defects in materials or workmanship and is warranted by the vendor or supplier. Again, you would probably “no
charge” the trip, associated labor, and repair parts.
To utilize this feature of Quantrac 2005, create the service call in the system with a Call Type of either “Callback” or
“Warranty”. You will notice a small change in the service call form:
Two new fields will appear to charge
the return trip and work to an
offending employee. They can be
filled from defaults pre-entered in
your system customization.
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