Overview

A SAW (Service Action Warranty) request asks Samsung for permission to handle a repair in a way the normal warranty rules do not allow. For example, you can ask Samsung to cover an out-of-warranty repair, or to accept a part whose serial number cannot be read. You raise SAW requests from the GSPN repair in Fixably, and Fixably follows Samsung's answer for you.

At a glance:

• You raise a SAW request for the whole repair, or for one part on the order.
• Samsung reviews it and approves or rejects it in GSPN.
• Fixably fetches the status and shows it on the order.
• An approved SAW request can change who pays for the repair in the warranty claim.

   Saw request form            GSPN                      Fixably
   Category, reason,   --->    Samsung reviews   --->    Status shown on the
   part, comment, files        the request               order and the repair

Before you begin

• The order must have an open GSPN service order. See Creating a Samsung GSPN service order.
• To create a SAW request, you need the Create GSPN SAW repair permission. To open the repair, you need the View GSPN repairs permission.
• Have your attachments ready. Most categories need a photo of the serial number label, the proof of purchase or an email from Samsung.
• The Requester phone and Requester email are filled in from the order's service location. Check that the location has a phone number and email address.

When to raise a SAW request

The category you choose tells Samsung what you are asking for. The SAW request category list offers these categories:

Ask your Samsung contact if you are not sure which category fits your case.

Create a SAW request

You can open the SAW request form in two ways:

• For the whole repair: on the order, click the Repair number to open the GSPN repair on the right, then click Saw request.

• For one part: open the menu of the part's line on the order and click SAW request. The form opens with the part's number already in Part number. The menu option is shown on lines that belong to the GSPN repair.

Then fill in the form:

1. Choose the SAW request category. A hint under the form tells you which attachment the category needs.
2. If a Request reason list appears, choose a reason. It is shown, and required, for SRC05, SRC86, SRZ12 and SRZ25.
3. Enter the Part number, if the request is about a part. It is required for SRC75 and SRZ12. The field is hidden for SRC73.
4. Enter a short Defect description (up to 50 characters).
5. Enter a Request comment that explains your case. Most categories require it. A hint under the field tells you what Samsung expects for some categories.
6. For mobile devices, fill in the Fenrir exception code, PBA serial number and OCTA serial number if they apply.
7. If Samsung needs to return or deliver something, choose the Return customer request code, Return Address Type and Delivery Address Type. If you choose Other as an address type, address fields appear for you to fill in.
8. Check the Requester phone and Requester email. Both are required. The phone number can have up to 15 characters, without spaces.
9. Add your attachments:
   • To use files already on the order, select them in Add from order files, then choose a description for each one.
   • To upload a new file, click Or upload file (or Add file when the order has no files), choose the file and choose a Description: S/N Label, Proof of Purchase, Official Document, EWP or Other. Accepted files are pdf, heic, jpg, gif or png, up to 10 MB.
10. Click Create SAW request.

When Samsung accepts the request, Fixably shows SAW request successfully created and opens the repair. The new SAW request has the status Requested.

If Samsung rejects the form, the reasons show as error messages at the top of the screen. Fix them and submit the form again.

Creating SAW requests in a macro

The gspn.sawRequest.create macro step can raise a SAW request automatically, with a fixed category and fixed values. It does not open a form. Fixably support sets up and changes your macros. Contact them if you want a SAW request raised as part of a workflow.

Follow up on a SAW request

Fixably fetches the status of your SAW requests from GSPN whenever it syncs the repair. This happens when someone opens the order or the repair and the repair has not been synced in the last 10 minutes, and regularly in the background for open repairs. Samsung's answer can therefore take a little while to show in Fixably.

On the order

The order shows a SAW and WER requests row with an overall status. Click it to open the SAW requests on the repair.

On the repair

Open the repair and click the Saw tab. Each SAW request shows its number, category and status. Click Show details to see everything Samsung sent back, such as comments.

Samsung uses these statuses:

Handle a rejected SAW request

When Samsung rejects a SAW request, read the details to see why. Then decide what to do, for example raise a new request with better attachments, or charge the customer.

When you have dealt with it, click Mark Handled next to the request. Fixably shows SAW request marked as handled, and the request no longer makes the order's row show Rejected. You need the Mark SAW handled for GSPN repair permission.

What an approved SAW request changes

When the repair has at least one approved SAW request, Fixably sends the warranty claim with Samsung paying, instead of the customer. This applies unless your team chose another Warranty claim type on the warranty claim form. See Samsung GSPN warranty claims, WER errors and warranty appeals.

Some categories also change the warranty Fixably shows for an out-of-warranty repair, when Samsung has not given the repair its own warranty term:

SAW requests after moving a repair

A SAW request stays with the ShipTo it was created under. If you later move the repair to another service location with a different ShipTo, Fixably still checks the original ShipTo for updates. Your SAW statuses keep updating after the move. See Cancelling or moving a Samsung service order.

Troubleshooting

The Saw request button is missing

The button is only shown while the repair is open, and only to users with the Create GSPN SAW repair permission. A closed or cancelled repair cannot get new SAW requests.

"Request reason required with SRZ12, SRC05, SRZ25 and SRC86"

Choose a Request reason for the category, then submit the form again.

"Part number required with SRC11, SRC75 or SRZ12"

Enter the Part number of the part the request is about.

"Request comment required"

The category you chose needs a Request comment. Explain your case, then submit the form again.

"File size limit exceeded"

One of the files is too large. Make it smaller, or split it into several files, and try again.

The status has not changed for a long time

Fixably shows the status Samsung reports. Open the order to make Fixably sync the repair, or check the request in GSPN. If GSPN shows a different status than Fixably, contact Fixably support.

The order still shows Pending, although Samsung answered

The overall status stays Pending while any SAW request on the repair is waiting for Samsung or was cancelled. Open the Saw tab to see the status of each request.