Vendor Warranty

[Former Member]

Hi all,

There is a scenario where a company receives complaints from a customer post project execution. It is a manufacturing co. where some items are inhouse manufactured and some are supplied by vendor. On the vendor supplied items, there is a back to back warranty with both the customer as well as the vendor.

Can anyone help as to how the Vendor warranty should be treated in SAP? The problem is that the vendor supplies the item directly to the customer without the GR being done in the company itself. In such case, is it recommended to create a Service Notification in SAP for items having Vendor Warranty. In case it is a repair, it is processed by the co. engineers but in case of replacement, the vendor will supply the replaced item to the customer.

How to treat this scenario in SAP?

Thanks.

[Former Member]

Hi Priya,

Are you handling this in CRM or ECC - i think ECC......if i have understood your question correctly, Vendor Warranty can be assigned to equipment master and whenever a service notification comes it would be serviced based on the warranty on this equipment. Please let me know if you need more info.

[Former Member]

Hi Robin,

Thanks for your reply. The problem is that it is a Third party Processing. In this scenario, the vendor dispatches the equipments directly to the custome site and no GR is done. I am not creating any outbound delivery in system for these equipments. Where do get the serial numbers from? The vendor does not give any serial no. list for direct dispatch items. Is there any way we can create a Service Notification or we can process warranty claims without creating serial number/ equipment ? Can we do warranty processing with reference to the Invoice created for the customer?

Please reply soon.

Regards

Priya

[Former Member]

Hi Priya, let me understand this.....the product/material is delivered by the vendor and no GR is done. So, this material is not stored at some storage location or a plant and a corresponding serial number can't be generated for this material and later assigned to the equipment when that is created. This if fine.

Service notification is just a ticket for providing services. You can just provide an assembly/material there but from a service perspective how would you recognize same material at different customer sites - using an equipment master or a serial number.

How will the customer inform you for product related problems - how will he identify which product at which site has a problem.

[Former Member]

Hi Robin,

Most of the third party items have a unique code using which these can be tracked as and when any complaint comes from customer. I can use these codes as serial numbers to be created in system but these are not my equipments and are dispatched directly by vendor. The users will not be very comfortable with creating hundreds or thousands of serial numbers for such equipments. So, a more feasible solution could be that serial numbers and equipments are not required at all and warranty pocessing is done without creating these in system. Is there any way of doing this?

Are serial numbers mandatory to check warranty applicability on equipments? How can a warranty check and complaint processing be handled without serial numbers and equipments?

Also, I tried creating an equipment without creating serial number in IE01, but the system is not asking for any material code.. Is this standard? How can I link an equipment with a material code without creating serial number?

Please reply

Regards

priya

[Former Member]

Priya,

Even though materials have unique code, they are not associated with a site as a equipment attached to a functional location is or a serial number master data has which is used for services. Case is different if customers are coming to you via websites(e-services) or via IC Agents. In that case they have to register their products online which could be used to create Installed Bases.

Warranty can be attached in a product master(which includes Individual Objects or Installed base components ) in CRM which are just a translation for serial numbers and equipments in ECC.

If you don't have data on your system, then ask to customer to file product related complaints via a website or IC Agents. In that ask for the registration number(can be used as a serial number) and warranty information and use that information to create equipment master and Installed bases.

[Former Member]

Hi Robin, the problem was solved.

One small doubt. We have a warranty clause which says that the validity of warranty for a particular equipment will be 18 months from date of dispatch of the equipment or 12 months from date of commissioning(of the plant), whichever is earlier. The plant consists of a no. of equipments. Any idea if this kind of rule can be mapped in warranty master or equipment.

Thanks

Priya

[Former Member]

Hi,

Please use warranty counters - define in table T791Z and see if BADI WARRANTY_EXPIRY_ESTIMATE_DFLT is of any use for your requirements.

[VVP]

Hi,

I have a query in SAP Customer Service module.

Requirement

Line item 1 in Contract : Equipment (material)

Line item 2:                   Extended warranty.

Equipment portion is posted to revenue account (Revenue recognized as soon after billing)

Extended warranty portion is posted to deferred account.(Revenue should be recognized(VF44,Vf45) later when extended warranty period starts: billing plan)

Now, at the moment of sales exact installation date is not known, but warranty period should start from the actual date of installation(in future).

Ones the actual installation is performed at customer site my first year warranty period should start &  extended warranty period should be revised as per revision in first year warranty (free warranty)

Main requirement is to update Warranty date in contract, equipment master as per actual installation date, so that the equipment will be covered under warranty.