FIRST - check to see if the part is noted "repairer to confirm when ordering"
If this comment is noted we must call the repairer, this is noted when the repairer has not provided enough detail in the inquiry.
Sometimes quotes are lodged incorrectly, this can include quoting the wrong parts, incorrect pricing.
When this occurs, we check to see if we can supply the correct for the quoted price. If we cannot supply then we must contact the customer and let them know that the part cannot be supplied. We DO NOT tell the customer the quote was completed wrong, instead we say the part cannot be supplied because;
- The part has been sold
- The part is missing from location
If Support has quoted incorrectly we first check if the guide was not being followed. If the guide was not followed we must email the JJ support trade manager (john : johny@jjautoparts.com.au) with the screenshots of what was incorrect & refer them to the correct guide on ZOHO.
If the quote is incorrect & the guide was followed correctly (or if the guide did not outline the issue), we must make changes to the guide, to do this email the issue to trainer@jjautoparts.com.au & cc: matthew p. to review and make changes to the guide.
NOTE: The guides are there just as a general guideline, it does not cover all situations & does not get too specific. There will always be minor mistake & one-off situations when quoting, if this is the case we simple take this upon ourselves & contact the customer.