Temp Proc - GSX Ecalation Rev B
1 like342 views
This document provides guidance on escalating mail-in repairs that cannot be processed normally. It outlines four routes for escalation: 1) checking for existing escalations, 2) creating new escalations in GSX if none are found, 3) progressing existing escalations daily, and 4) closing escalations once issues are resolved. Key details like escalation numbers and notes must be recorded in GSX and a tracking spreadsheet to communicate status to Apple.
Temp Proc - GSX Ecalation Rev B
- 1. Temporary Operating Procedure Mail-In Dispatch Escalations For instances in which the AppleCare Repair Center requires more information about a Mail-In Repair (dispatch) or must request a requote, the escalation will be managed within GSX and tied to the Mail-In Repair. Escalations associated with mail-in repairs initiated by Apple service providers (Celestica) are sent via GSX directly to the ASP for customer contact. This procedure is a guide to this process. Preliminaries During the ‘Booking In’ process, an operator may find that it is not possible to ‘Book In’ a unit. The unit will have to be Escalated back to Apple Service for an answer. As a guide, the unit may not be able to be ‘Booked in for the following reasons: 1) The Unit may not have a dispatch number or the one on the box does not match the paperwork in the box. 2) The Serial number on the box does not match the Serial number on the unit. 3) The carridge box may be opened and found to be empty because the customer has returned the empty box. 4) The carridge box may be opened and found to be empty because the unit has been stolen. 5) The unit has not been entered onto GSX so that the customer details cannot be retrieved. There are 4 routes in which you may proceed: Issued: 06/06/06 Rev: B Author: P. Rouse / M. Potter Signed off: T. Reed Escalation Process A Step by step guide1/5 Route 1 Checking for an Escalation Route 2 Creating an Escalation on GSX Route 3 Progressing an Escalation Route 4 Closing an Escalation
- 2. Temporary Operating Procedure Accessing GSX All Escalations raised by Apple will come thorough on the GSX site and is available to view by anyone who has Admin access to GSX Celestica Account. To log in, use the following steps: 1) Log on to the Apple GSX site https://gsx.apple.com 2) If you do not have an Apple ID click on the link here and follow instructions. 3) If you have a GSX account then enter your Apple ID and password and press login. 4) On the GSX home page you should be able to see in the bottom right hand quadrant of the screen Escalations section, select ‘Escalations awaiting Response’ Route 1: Checking for an Escalation Select Escalation Lookup. This will bring you to the Dispatch Escalation Search screen. Issued: 06/06/06 Rev: B Author: P. Rouse / M. Potter Signed off: T. Reed Title: Escalation Process A Step by step guide2/1 Escalation Process A Step by step guide3/5 This is the main screen from which you can proceed down each route. Escalation Process A Step by step guide2/5
- 3. Temporary Operating Procedure Route 1 continued. From this dispatch Escalation search screen, select Open in the Escalation Status box on the 4th line. This will search all the outstanding escalations. This is the same as selecting Open Dispatch Escalations on the lower right of the main GSX screen. The search will yield results like the one below. GSX Escalation Lookup Escalation Search Results Dispatch Escalation search Type in the Escalation number if you have one. Receive hold escalations If not cleared, select Cancel Back to dispatch Escalations Search screen. See Notes History for progress on an Escalation. To add comments, Type into the New Notes box. GSX will automatically add the Date, and CEL to the top of your comments when they are saved. Make sure you enter: • The time and date received • The unit Tracking number • Comments on the reasons for the unit being put on Hold, e.g. Not on GSX; Missing dispatch; wrong serial no. empty box; box with broken security seal & missing unit, etc. Apple in Cork (Ireland) may respond the same day, or the next day. All Holds MUST be progressed daily. When the notes are complete, press Submit. You will be taken back to the Dispatch Escalation Search screen. If the serial number or dispatch you are looking for does not appear in the list out outstanding units, and cannot be found by using the Dispatch Lookup, the unit will need to have an Escalation created. You will need to proceed to Route 2. Issued: 06/06/06 Rev: B Author: P. Rouse / M. Potter Signed off: T. ReedEscalation Process A Step by step guide4/5
- 4. Temporary Operating Procedure Route 2: Creating an Escalation on GSX Step 1: 1) Fill in the Dispatch Escalation Search with as much information as you can. Fill in any details that can be used in the appropriate search boxes: e.g. serial no. 2) Select: Find 3) Receiving Hold summary 4) Product Name (drop down menu) 5) Input the Serial number; ID number; Names of owner 6) Select: Click here to mark unit for escalation 7) At the Dispatch Escalation dialogue box type into the New Notes box. GSX will automatically add the Date, and CEL to the top of your comments when they are saved. Make sure you enter: • The time and date received • The unit Tracking number • Comments on the reasons for the unit being put on Hold, e.g. Not on GSX; Missing dispatch; wrong serial no. empty box; box with broken security seal & missing unit, etc. Apple in Cork (Ireland) may respond the same day, or the next day. All Holds MUST be progressed daily. When the notes are complete, press Submit. You will be taken back to the Dispatch Escalation Search screen. The new Escalation will now show up in the list of Escalations. Write the Escalation number on the Shipping label that came with the unit as well as the top left corner of the unlabelled Traveller. Issued: 06/06/06 Rev: B Author: P. Rouse / M. Potter Signed off: T. Reed Escalation Process A Step by step guide5/5
- 5. Temporary Operating Procedure Shipping Label When a unit cannot be Booked In, the Shipping label must be kept with the unit, as it contains the Dispatch number, Serial number, and Tracking number. This label must not be disposed of until the unit is correctly Booked In, where it is replaced by the Traveller and SAP entry. Step 2 (Celestica ‘In Vs Out’ Spreadsheet) When an Escalation is created, the information needs to be entered into the ‘In Vs Out’ spreadsheet under the GI HOLD tab below. Any details which will be helpful in classifying the unit should be entered as below. (This gives members of the Apple team at CEL visibility of any units on Hold). Route 3: Progressing Escalations Each morning, after the Infeed of units has been booked in a member of the team should check the status of the Escalations on GSX. From the main screen check: • Escalations awaiting response • List out Outstanding Escalations Update the ‘New Notes’ section of the dispatch Escalation Details. Apple may make comments or questions that will require action. Route 4: Closing an Escalation The Escalation will need to be closed If any of the following have been addressed • Put onto GSX • Assigned a new Dispatch Number • The serial number has been confirmed • The unit has been requested to be returned to the customer un-repaired The Escalation closure should be acknowledged in the GSX Escalation entry. Also the GI Hold table in the ‘In Vs Out’ spreadsheet should be updated with the appropriate comments, and a ‘Y’ placed in the Close column, to show that that record has been closed. After this, the Traveller may be updated with a new label with ‘today’s’ date and the unit may be added to the Infeed as a ‘Same Day’ unit (even though it may have been on hold for several days). Issued: 06/06/06 Rev: B Author: P. Rouse / M. Potter Signed off: T. Reed