Gilbarco Helpful Hints for Submitting Warranty Claims

Gilbarco Helpful Hints for Submitting Warranty Claims

Attn: NEE Service Managers and DSS Subcontractors

***Please ensure this information gets passed along to all your technicians and staff who enter Gilbarco online warranty claims and commissionings***

In order to ensure your Gilbarco warranty claims get processed in a timely manner and you get paid please note the following important points:

1. If you service a pump/crind/crind printer then please note on the SR which pump number was worked on (#1, 3, 18, etc…) and the serial number of each pump

1. If you replace/repair a meter, pulser, ppu display or any part that is grade specific then please note the grade on the SR

1. TRAVEL: Indicate one-way or round trip travel on the SR, keeping in the mind that Gilbarco will only pay portal to portal (one-way), unless your SR meets one of the following exceptions:

• If travel exceeds 3 hours one-way it must first be pre-approved by GVR before the travel begins
• After-hour calls meet emergency criteria for two-way travel
• If the call is the technician’s last call of the day, no other calls after
• If it is an all-day call and the technician is at the site most of the day

               *Please include all details of your travel beginning with your starting address for mileage, as well as any interruptions in travel (traffic, highway shutdown, weather, etc.)*

1. SCOPE OF WORK: Complete the Problem, Troubleshooting, Cause and Action fields of the ‘Add Issue Comment’ section, adding at least a sentence or two with the necessary details. One word answers or the same details in every field is NOT sufficient. This is a very important part of the SR creation process, and putting in the necessary details will prevent delays or rejections of your SRs. Please note:

• If you replaced a part and it was DOA, explain that you had a DOA part and log the time spent replacing it
• Indicate if you worked on more than one side of a dispenser and include how much labour was spent per side
• Ensure you include ALL your troubleshooting steps and the time spent to replace parts. Note if any issues occurred during this process and include this information to support the amount of labour claimed

        

1. All replaced parts should have two part line items – an ‘IN’ part and an ‘OUT’ part

1. Parts should not have a dash in the part #, please remove the dash and replace with an empty space

1. Once you complete an SR or add any missing information, please place the SR back into Web Closed status

1. If you accidentally open an SR that is blank and you do not need it please alert your local NEE service office so we can get it deleted for you, or, call the Gilbarco claims help desk at 1-866-518-5972 between 9am-11am EST and 3pm-5pm EST

If you have any questions please contact your local NEE service office for assistance.

Best regards,

Nama Namasivayam