• Replies 12 replies
  • Subscribers 2 subscribers
  • Views 2 views
  • Users 0 members are here
Options
Related

What's your process for warranty or callback tracking?

Ray DeLuca

So here's the thing. We just crossed 200 callbacks in the last quarter and I'm trying to figure out if that's... normal? Bad? Depends on the tech?

Right now we log callbacks as a separate job type in FieldPulse. Tech finishes original job, customer calls back within 90 days for same issue, dispatcher creates 'CALLBACK' job with link to original. Simple enough.

But I'm hitting walls when I try to pull patterns:

  • Which techs have highest callback rate per job completed?
  • Are certain equipment brands or install types trending higher?
  • What's our actual cost — labor hours, parts, customer goodwill?

Reports are giving me totals but not the ratios I need. And I suspect we're under-reporting because techs sometimes just... handle it quietly on their next scheduled day instead of flagging it properly.

How are you actually tracking this? Custom fields? Tags? Separate workflow entirely? Someone tell me I'm not the only one making this up as I go...

Parents

  • in my experience the 'techs handling it quietly' problem is bigger than most managers think

    we had a guy who'd just swap the part on his next visit, no ticket, no parts logged, customer happy, books look good. until inventory's mysteriously off and you have no paper trail for warranty claims with the distributor.

    fixed it by requiring photo of old part serial number before any warranty replacement. dispatch holds the new part hostage until photo uploaded. sounds harsh but stopped the leakage.

  • in reply to Art Kowalczyk

    Thanks so much for sharing this!! We're seeing inventory discrepancies and I think this might be exactly what's happening — I had no idea it could be tied to callbacks not getting logged properly.

    A few questions if you don't mind — do your techs carry common warranty parts on their trucks, or do they have to return to shop? And how do you handle it when the photo doesn't come through clearly or the serial plate is rusted/unreadable? Do you have a backup process, or does that just delay the whole job?

    Really appreciate any details you can share!

Reply
  • in reply to Art Kowalczyk

    Thanks so much for sharing this!! We're seeing inventory discrepancies and I think this might be exactly what's happening — I had no idea it could be tied to callbacks not getting logged properly.

    A few questions if you don't mind — do your techs carry common warranty parts on their trucks, or do they have to return to shop? And how do you handle it when the photo doesn't come through clearly or the serial plate is rusted/unreadable? Do you have a backup process, or does that just delay the whole job?

    Really appreciate any details you can share!

Children
No Data