Product Support
Create and manage comprehensive product support cases for warranty claims, technical issues, and service requests.
The Product Support system allows you to submit detailed cases for product-related issues, warranty claims, and service requests with photo attachments and NetSuite integration.
Product Support Features
The Product Support system provides comprehensive tools for managing product-related issues and service requests.
Create Product Support Cases
Submit comprehensive product support requests with detailed information and attachments
Capabilities:
- Warranty claims
- General inquiries
- Consultation requests
- Replacement/retrofit requests
- Troubleshooting help
- Field operations support
Advanced Case Management
View and manage all product support cases with comprehensive filtering and search
Capabilities:
- Status filtering
- Type categorization
- Date range filtering
- Search functionality
- NetSuite integration
- Case tracking
Photo Attachments
Upload photos to support your product issues and claims
Capabilities:
- Multiple photo uploads
- Visual documentation
- Issue illustration
- Evidence support
- Quality assessment
NetSuite Integration
Automatic case creation in NetSuite for seamless workflow management
Capabilities:
- Automatic case creation
- NetSuite case ID tracking
- Workflow integration
- Status synchronization
Support Case Types
Choose the appropriate case type to help our support team understand and prioritize your product support request.
Warranty Claim
Product SupportSubmit warranty claims for defective products or manufacturing issues
Categories:
ShippingSales ErrorProductionQualityOther
Common Examples:
- Defective materials
- Manufacturing defects
- Shipping damage
- Quality failures
General Inquiry
Product SupportAsk general questions about products, services, or technical specifications
Common Examples:
- Product specifications
- Service availability
- Technical questions
- Pricing inquiries
Consultation
Product SupportRequest consultation services for technical guidance and support
Common Examples:
- Technical guidance
- Installation support
- Design consultation
- Process optimization
Request Replacement/Retrofit
Product SupportRequest replacement parts or retrofit services for existing equipment
Common Examples:
- Replacement parts
- Retrofit services
- Upgrade requests
- Component replacement
Troubleshooting/Maintenance
Product SupportGet help with troubleshooting and maintenance procedures
Common Examples:
- Troubleshooting guides
- Maintenance procedures
- Performance issues
- Operational problems
Field Operations
Product SupportRequest support for field operations and installations
Common Examples:
- Field installation
- On-site support
- Service calls
- Field operations
Warranty Claim Categories
When submitting warranty claims, select the appropriate category to help us understand the nature of the issue.
Shipping
Issues related to shipping and packaging
Examples:
- Damaged during transit
- Incorrect packaging
- Missing items
- Delivery issues
Sales Error
Incorrect items or specifications provided
Examples:
- Wrong product delivered
- Incorrect specifications
- Order errors
- Billing mistakes
Production
Manufacturing defects and welding errors
Examples:
- Welding defects
- Manufacturing errors
- Material defects
- Production issues
Quality
Performance failures and material defects
Examples:
- Performance failures
- Material defects
- Quality issues
- Specification failures
Other
Custom issues with free-text description
Examples:
- Custom issues
- Unique problems
- Special circumstances
- Other concerns
Case Status Flow
Understanding the case status flow helps you track the progress of your product support requests.
Open
Newly created case awaiting review
In Progress
Case is being actively worked on
Resolved
Issue has been resolved and solution provided
Closed
Case is closed after resolution confirmation
Status Flow Process
1
Open
- Case created
- Awaiting assignment
- Initial review
2
In Progress
- Assigned to team
- Investigation ongoing
- Solution development
3
Resolved
- Solution implemented
- Testing completed
- Ready for verification
4
Closed
- Customer confirmation
- Case archived
- Workflow complete
How to Use Product Support
Follow these steps to effectively create and manage your product support cases.
Creating a Product Support Case
- 1Navigate to Customer Dashboard → Product Support
- 2Click "Create Case" button
- 3Select appropriate case type and category
- 4Fill in detailed description and product information
- 5Upload photos if applicable
- 6Submit the case for review
Managing Your Cases
- 1View all cases in the product support list
- 2Use advanced filters by status, type, and category
- 3Search cases by title or description
- 4Click on case title to view detailed information
- 5Track NetSuite case ID for reference
- 6Monitor status changes and updates
Sample Product Support Cases
Here are examples of different types of product support cases you might create:
Example Product Support Cases
| Title | Type | Category | Status | NetSuite ID |
|---|---|---|---|---|
| Weld defect in pressure vessel | Warranty Claim | Production | Open | NS-12345 |
| Request for installation consultation | Consultation | - | In Progress | NS-12344 |
| Replacement part needed for valve | Request Replacement/Retrofit | - | Resolved | NS-12343 |
Sample data - actual cases will show your real product support requests
Role-Based Access
All user roles have full access to product support functionality.
ADMIN
Full Access
- Create all support types
- View all company cases
- Manage case status
- Access all features
ACCOUNTING
Full Access
- Create all support types
- View all company cases
- Track case progress
- Access all features
PROCUREMENT
Full Access
- Create all support types
- View all company cases
- Track case progress
- Access all features
NON_FINANCE_ADMIN
Full Access
- Create all support types
- View all company cases
- Track case progress
- Access all features
To get the best product support experience:
- Provide detailed descriptions of the product issue
- Include relevant product information (serial numbers, order numbers)
- Upload clear photos to illustrate the problem
- Select the most appropriate case type and category
- Include any relevant documentation or specifications
- Respond promptly to support team questions
- Track your NetSuite case ID for reference
Need Additional Help?
Our product support team is here to help you with any product-related questions or issues.
Contact Support
Get help from our team
Get help from our team
Ready to Create a Product Support Case?
Access the product support system to create cases, track progress, and get help with product-related issues.