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230We are currently configuring the service management piece of field service by creating vendor and seller warranty codes and assigning them to serialized parts we sell. We currently use the full RMA/RTV module so we currently have inventory being returned, cross-shipped, etc. We turned on the options to track the equipment master record from SOP on January 1st, 2009. We sell phones and currently offer a one year warranty from the time the item is shipped from our warehouse. We offer advance cross ship for these phones and will replace the phone with a brand new one within 30 days of shipment and a refurbished phone after that, but within the one year warranty timeframe. We want the original seller warranty date to be inherited on the cross-shipped replacement phone and I currently can't find a way to accomplish this within the RMA or any of the field service modules. Here is an example to hopefully make our requirements clear.
We receive a phone with serial number 123 from our vendor on 1/1/09. This would be about when our vendor warranty starts.
We sell this phone with serial number 123 and ship it out on 2/1/09. This is when the system would record the seller warranty start date on the equipment master record 123.
On April 1st, 2009 our customer calls for an RMA because the phone does not work. We create the RMA and cross ship them a refurbished phone with serial number ABC on April 5th, 2009.
The equipment master record for phone with serial number 123 will show as RETURNED and no longer be assigned to this customer.
The equipment master record for the phone with serial number ABC will show a warranty start date of April 5th, 2009 because that's when we cross-shipped the replacement phone. But we actually want the warranty start date to go back to 2/1/09, which is the original date of the original phone with serial number 123 that we shipped them. We don't want the warranty date to continue to move with the cross-shipment because then would could potentially be providing a seller warranty way beyond that of the original phone purchase date.
This would seem similiar to a process when someone buys a Dell computer online. They offer a warranty based upon the original purchase date, regardless of what equipment was repaired or replaced.
To this point we can't seem to find a way to do this, without human intervention.
Is anyone aware of a way to accomplish this either natively in Dynamics GP or via a third-party add-on?
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