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MTSN

80A5CB27965993

80CR UB02336875

Service Order
Creation Date

So Complete
Date

Service
Provider Name

10/22/2014

10/27/2014 HND Computer

11/14/2014

12/1/2014 Cahaya Surya

12/1/2014
1/15/2015

12/4/2014 Cahaya Surya


1/17/2015 Cahaya Surya

1/20/2015

1/26/2015 Cahaya Surya

1/23/2015
2/3/2015

1/26/2015 HND Computer


2/5/2015 HND Computer

10/8/2014

10/14/2014 Lenovo Service

10/14/2014
10/17/2014
11/10/2014
12/22/2014

10/16/2014 IT Clinic
10/31/2014 Lenovo Service
11/18/2014 Lenovo Service
12/22/2014 Lenovo Service

3772WB13315410

2/17/2015
2/24/2015
3/4/2015

2/18/2015 Mitra Infosarana


3/4/2015 Mitra Infosarana
3/13/2015 IBM Indonesia

800PF021DP5

2/17/2015
2/20/2015
3/6/2015

2/18/2015 IT Clinic
3/6/2015 IT Clinic
3/25/2015 IBM Indonesia

Z0A7HA04TS7Y

2/3/2015
2/24/2015

2/24/2015 IT Clinic Mangga 2


3/2/2015 Lenovo Service

20AMPF01EQP0

80DXYB02200858

7826LR3LHK4

80000000YB07562329

80DXYB05011956

11/24/2014

11/26/2014 IBM Indonesia

11/25/2014

11/26/2014 Perkom Indah Murn

12/29/2014
12/30/2014

1/2/2015 ACACIA IT Service


1/2/2015 Khatulistiwa

2/27/2015

3/11/2015 Khatulistiwa

3/3/2015

3/4/2015 IT Clinic

2/13/2015

3/6/2015 IT Clinic

2/24/2015

2/27/2015 Lenovo Service

11/19/2014

1/23/2015 Lenovo Service

12/19/2014

12/23/2014 ACACIA IT Service

800PF033652

11/4/2014
11/5/2014

80A9CB30836185

80ACCB29349062

11/19/2014 ACACIA IT Service

10/23/2014

11/25/2014 Paradise Cipta

11/17/2014

11/24/2014 IBM Indonesia

12/29/2014

12/30/2014 IT Clinic

12/30/2014
80AYYB01678764

11/7/2014 IT Clinic sby

10/1/2014

10/16/2014

1/5/2015 ACACIA IT Service


10/17/2014 Wahyu Utama Lest

10/31/2014 IBM Indonesia

Service Order
Id

# of day from last SO completed

7021696602

7021758427

18

7021801995
7021915975

0
42

7021928865

7021941441
7021970859

-3
8

7021670935
7021682504
7021743947
7021858497

0
1
10
34

7022011342
7022029353
7022051999

6
0

7022010826
7022021034
7022060521

2
0

7021971846
7022028425

7021657290

7006460507

7021786072

-1

7021874386
7021876772

-3

-8

-10

-35

7022040478

7022048504

7022002989
7022029953

7021771857

7021854008

7021729539
7021732921

-2

-8

-1

7021698665

7021763429

7021873990

7021877566
7021638924

7021678430

Lenovo Inquiries

MB claimed but returned as unu. ASP say part


replaced.

claimed MB twice. One is returned as CID one is


defective. Problem is touchpad but why replace MB.
Touchpad issue but claim MB again
claim MB
PD code is display issue but symptom says MB. MB
is def return but cls code is no part replaced.

PD code not correcct / parts replacement is strange

Onsite and carry in happen at the same time

impossible to have one machine serviceed in 2


centre

when 2nd SO is created parts of 1st SO is not yet


delivered

2nd SO created earlier than 1st SO parts delivery

2nd SO earlier than 1st SO part

2nd SO earlier than 1st SO part

Unit Deliver to Cx on Nov 26

IBM Feedback
part report as unused, wrong fixed remarks,
should be problem fixed without parts
replacement
7021758427 wrong part received, no vga on
mainboard ( escalated to Max and reorder
same PN again ), touchpad button attached
with mainboard
7021801995 wrong part received, no vga on
mainboard ( still same part as before ,
escalate to Max for proper PN ), touchpad
button attached with mainboard
touchpad fixed, but new problem found, auto restart ( touchpad button attached with mainboard )
Problem solved with this SO#, cust pickup on
4th February

Wrong SN Inputted, correct SN: CB27297043


this is the 2nd part for SN: CB27297043

Customer came to SVC with same SN


reporting Not Charging Issue. *Wrong PD
Code

Unit send to IBM Jakarta 2 March 2015 for escalation, QC check 13 March 2015, Pick up 16 March 2

Unit send to IBM Jakarta 2 March 2015 for escalation, QC check 25 March 2015, Pick up 30 March 2

Informed by Boardcom that the the unit


warranty Is VOID, informed warranty
void to customer and cust bring the unit
to Lenovo Service Center

Case logged at 24 Nov 2014, Case Manager


call Customer at the same day, give the ETA
on 27 Nov 2014, Part Arrived on 25 Nov 2014
Afternoon, CE go Onsite on 26 Nov Morning,
fixed without replacing parts

Pfizer ask perkom to log case by phone since


the ETA given by case manager is not
satisfying, while the machine is urgently
needed
Note: Perkom doesn't know that this case has
been logged into RCC and handled by IBM
Wrong SN logged SO in JD YB02200858
and YB07028054 in their Database, but
because it has the same PN, Acacia use
the parts
unit serviced in kjsa sby

Machine CCI to KJSA with battery issue.


However, customer insist to bring back
the machine due to Long ETA so he can
use the machine first. KJSA Approve and
let the customer brings the machine
home
Customer report the machine to IT
Clinic, with different symptom/ problem,
with mainboard problem

Due to Long ETA, customer cancel


Service (Updated in Reason code with
Cancelled by customer), ASP Cannot
complete/ cancel the SO# before parts
arrived
Machine serviced in Lenovo Service Center
Original unit serviced in Lenovo Service
Surabaya. Howaver ACACIA use the serial
number to also create SO and ordered part.
ACACIA acknowledge the mistake and taken
the necesarry step to prevent reoccurent

Unit reported to IT Clinic Sby 4 Nov 14 by


Chandra H.M., Create SO# on the same day,
however on 5 Nov 15, Customer picks up the
machine due to long repair time. IT Clinic
cannot close the SO# since the parts already
ordered, and Admin forgot to close it as
customer cancel, and close the SO# with
problem solved, part replaced instead
Unit bring in to Acacia sby Nov 5th by
Chandra H.M, create SO Nov 5th

Unit send to IBM Jakarta 13 November 2014


for escalation, QC 24 November 2014, Pick
up 25 November 2014
Unit reported to IT Clinic sby 27 dec 2014, by
Bustanul, 29 Dec create jd, however
customer don't want to wait for a long time
and retrieve the machine. Part returned as
unused.
Unit reported to Acacia sby 29 dec 2014, by
Bustanul after retrieve from IT Clinic
Surabaya, 30 dec create jd

Unit send to IBM Jakarta 15 Oktober 2014 for


escalation, QC 31 Oktober 2014, Pick up 6
November 2014

n attached with mainboard )

rch 2015, Pick up 16 March 2015

rch 2015, Pick up 30 March 2015

TO CHECK :

MTSN

80DXYB02200858
Make sure all the unit is in ASP svc
check why the time is too closed
800PF033652

80DXYB05011956

80ACCB29349062

Service
Order
Creation
Date

So
Complete
Date

Service Provider
Name

Service
Order Id

12/29/2014

1/2/2015 ACACIA IT Service

7021874386

12/30/2014

1/2/2015 Khatulistiwa

7021876772

11/4/2014
11/5/2014

11/7/2014 IT Clinic sby


11/19/2014 ACACIA IT Service

7021729539
7021732921

11/19/2014
12/19/2014

1/23/2015 Lenovo Service


12/23/2014 ACACIA IT Service

7021771857
7021854008

12/29/2014
12/30/2014

12/30/2014 IT Clinic
1/5/2015 ACACIA IT Service

7021873990
7021877566

# of day from last SO completed

-3

-2

-35

impossible to have one machine serviceed in 2 centre

2nd SO earlier than 1st SO part

2nd SO earlier than 1st SO part

Remarks
Wrong PN created. SO in JD
YB02200858 and YB07028054 in
their Database
ASP contacted but adm sholat

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