Dear Service Centre,
We are writing to inform you that effective from the 23rd April 2012, AWA is expanding it's relationship with
Panasonic Australia to help manage service calls in regional areas.
As you are already an AWA Agent, the changes for you in practical terms are very minimal. You will continue to place all claims and parts orders on [B]Panasonic Australia [/B
](NOT AWA). Please, just continue to order parts and place claims as you have done previously.
The only real change is that, now,
AWA will be monitoring and managing the repairs issued to regional agents and providing technical support. The purpose of this is to improve the overall grade of service.
In making this change, all repairs will now be logged into the AWA system and issued out to you both via email and via the Web AWAre system. You will be issued a repair authorisation number which you will be required to enter when you submit your claim on
Panasonic.
For in-warranty repairs all customers must first contact the call centre on 132 600 to log their repair. If the customer is in your service area the job will be assigned to you.
Please note that you will be unable to claim for the repair work, if you do not have a repair authorisation number. So, please make sure that all jobs are properly logged before starting work.
This process change will impact you in the following ways:
1, If you have technical issues you will call AWA, not Panasonic. The contact details for technical support are "mailto
antech@awa.com.au" or 07 3010 5650
2, You will receive the normal webAWAre alerts as well as an email once you have had a repair job allocated to you. (see example e-mail attached)
3, You will need to enter your repair authorisation number when you submit your warranty claim to Panasonic.
Remember these changes will take place from the 23rd April onwards.
How should the process work?
1) Customer calls
Panasonic National Call Centre
2) Panasonic national call centre will log a case and assign the job to you as an agent.
3) AWA will log the call in the normal way on webAWAre as well as send you a separate e-mail confirmation of job (see sample)
4) Continue to use webAWAre to manage these Panasonic calls in the same way that you manage all your other AWA calls
5) Once a job has been assigned to you it will be available to view in Web AWAre in a new section.
6) You will be required to update this section on a daily basis, to ensure our information is up to date. If this does not occur then AWA staff will be in touch to get phone updates on the service calls.
7) However, if you chose to do so, the Panasonic call may be separately managed by simply clicking on the buttons in the e-mail as you progress through the job.
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