Warranty
Commitment from a manufacturer, vendor, or salesperson to a customer that a product has no defects, and that services such as repairs and partial or complete exchange of defective parts are guaranteed for a particular period of time without the customer being billed.
Several business transactions such as the buying, selling, and servicing of products are linked to a warranty. In the service industry, warranties play a crucial role, since they are often the starting point for the services themselves.
For warranty management, use the product type warranty. Warranties can be subdivided as follows:
Warranty category: Customer warranty, vendor warranty
Warranty reference: Time-dependent, counter-dependent, time/counter-dependent
Warranties can be tailored to meet customers’requirements and can be flexibly assigned to the individual components of a customer's installed base. You can assign several warranties for each component of an installed base. You can define a warranty template in advance for those warranties that are used frequently.
Integration
When you create a business transaction in SAP CRM service, the system automatically checks in the background whether warranties exist for the reference object and assigns them accordingly. During the calculation of prices for services and service parts in billing, these warranties can be accounted for through appropriate discounts.
Example
A machine manufacturer is selling equipment and would like to give the customer specific warranties for various units of this equipment (customer warranty). The warranty for the engine lasts three years and for the parts of the casing, ten years. The warranties for the parts that are prone to wear and tear are based on the number of hours in service.
The firm buys parts from their own suppliers to install in the installation. The manufacturer gets a warranty for these parts from his or her vendors (vendor warranty). The manufacturer wants to store these in the system, so that any repair costs that may arise during the validity period of the vendor warranty can be charged to the vendor.