We would like to have Epicor track warranty on the lower level components by starting to use full serial tracking with full lower level serial tracking. Anyone doing something similar?
The scenario is that we will sell our customers a complete system part number entered on sales order and one or more components of the system is serial tracked. The system will be installed on the customers equipment. We can’t track by a top level serial number as the customer will never return the full system for repair. Only one or more of the lower level serialized components will be returned, tested and repaired - lower level part number entered on service call line.
From testing it seems that since the full system part is entered on the sales order and the part number returned for repairs are not the same part number the warranty logic is not followed down to the lower level serial number. The lower level part SN has been matched to the top part SN and recognized in Serial Number Tracker.
I know this is an old post…but…I have a client that has a similar situation. They build a “solution” that is serialized and contains other units within the finished product that are serial tracked. To make matters more interesting, they purchase a finished part that is serialized, that has within the device, another part that is also serialized. This imbedded serial number can be pulled from the purchased part and shipped to a customer on its own, or moved to another product.
We have a number of custom items to deal with this.
A custom routine for the purchased part that allows the user to record the lower level serial numbers when the parent purchase part is received. These are stored in a UD Table.
A custom dashboard that pulls all the related serial numbers together. This includes those lower levels stored in the UD Table.
They offer warranty and support on the upper level part. A customer can return a lower level serial number - so we created a custom dashboard to look up serial number coverage for any part serial number combination. It looks at the part and serial number and displays any upper level part serial number that is covered under a warranty.
Not pretty, but it works. It allows their customers to return a lower level part/serial number, which can be replaced or reworked and sent back to the customer. If you are using case entry, you won’t be able to relate this to a sales order since the lower level part was never shipped to the customer.
You can process an RMA and route it through inspection. You just can’t tie it to the sales order.