Repair Order opening
The Repair Order (RO) represents a legitimate contract between the Customer and the Dealer, and it is also the mandate to the workshop to carry out maintenance and repair work.
The RO must be signed by the Customer and delivered in the Reception Phase, as agreement on the interventions to be performed, and signed again in the Delivery phase, to confirm the acceptance of any further work carried out.
The RO should contain the following data and information:
- RO number;
- vehicle data (model, VIN, current mileage, license plate, warranty start date);
- updated Customer data (name, telephone number, home address, e-mail address);
- date of vehicle reception and expected vehicle delivery date agreed with the Customer;
- clear description of the Customer’s requests and/or complaints;
- any additional information (e.g., if the vehicle arrives at the Maserati workshop through a third party, such us tow truck)
- service Advisor’s name and signature;
- customer’s signature;
- visor block number or another identification element (if available);
- service entry #.
In this phase, the Service Advisor must make sure that:
- RO is filled out completely and properly (it should contain the Customer’s complaints and/or requests and all the agreed interventions);
- at the same time the Repair Order is opened, also the Service Entry must be opened in the specific section of ModisCS+
- the Customer understands the interventions to be performed and authorizes them;
- the technician understands what needs to be done;
- the Parts Personnel knows exactly which spare parts to prepare.
ATTENTION: It’s mandatory to declare inside the Service Entry (Vehicle Entry sheet) if a mobility service has been provided to the customer, by selecting YES or No.
In case of YES, one of the following items:
• Maserati loaner car
• Another brand’s loaner car
• Rental car
• Public transportation (taxi, train…)
• Pick up & delivery
• Alternative transportation (bring customer at home…)
In case of NO, select the reason why:
• Not offered
• Offered but not in line with customer need
• Offered but not needed
For more details on the “Mobility Services Provided» menu in Service Entry, see the Circular Letter MAS003301 “New “Mobility Services Provided” and “FRFT” menus in Service Entry”.
Ford details on the corrects management of the Service Entry, refer to the Circular Letters:
MAS003323 - Service Entry Management: Best Practices
MAS003354 - Service Entry Management: Correct use of the “Repair on Hold” status
Circular Letter MAS003301
New “Mobility Services Provided” and “FRFT” menus in Service Entry”
Also at this stage, the video-check tool «VHC Maserati» allows to provide a digital Repair Order, easy to read and supported by video documentation, that the customer, if not at the Dealership, can view and approve remotely in a couple of clicks.
Sending the Repair order via the Maserati VHC tool is particularly suitable in case of Pickup & Delivery.
