Office Furniture - Managing a Post-Installation Warranty Claim

Client reports a defect or warranty issue via phone or email. A new job is raised in the system and linked to the original order. Details captured include the item affected, defect description, installation date, and photographic evidence supplied by the client.

The account manager or service coordinator reviews the claim against the original order and the applicable manufacturer warranty terms. They confirm whether the defect falls within warranty scope, the coverage period, and who bears responsibility - manufacturer, installer, or dealer.

Where the defect is a manufacturing fault, the claim is raised with the manufacturer in writing, including order references, photographic evidence, and the client's reported fault. A purchase order is raised for any replacement parts or goods required.

Once the manufacturer confirms the resolution route - replacement part, engineer re-attendance, or full item replacement - the job record is updated and the resolution is scheduled. The client is informed of the confirmed approach and expected timeframe.

The replacement part or item is received, checked against the purchase order, and dispatched or fitted. A delivery note is issued for any goods sent to site. Where a site visit is required, completion is confirmed in the job record with notes and photographs.

Once the client confirms the issue is resolved, the claim is formally closed. The job record is updated with resolution details, completion date, and all supporting documentation. Client confirmation is filed against the original job for future reference.

Warranty claims arrive by email and get buried in the inbox, with no formal record of when the claim was raised, what was agreed, or whether it has been resolved.

The dealer cannot confirm which items are still within the manufacturer warranty period without digging through old order records and supplier documentation.

The manufacturer's claim process is slow and the client is left chasing for updates, damaging the relationship on an account the dealer wants to retain.