JP2002230198A - Repair management system for product and method for the same - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a repair management system and method for a product capable of providing an after-sales service whose convenience is high for a customer. SOLUTION: The system 2 for performing the repair management method of the product is provided with a repair accepting system 4 and a repair center 6 connected each other through a communication line 8, and those repair accepting system 4 and the repair center 6 are made connectable through an Internet 10 to a client system 12 at a customer side. The repair accepting system 4 accepts the repair request of a product through an access from the customer side, and instructs the repair center 6 to repair the product. The repair center 6 prepares the progressing situation of the repair of the product in each prescribed interval while performing the repair of the product. At the time of receiving an inquiry from the customer side through the Internet 10, the repair accepting system 4 presents a repair situation tracing screen to the customer side based on the progressing situation prepared by the repair center 6.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a repair management system and a repair management method for a product that provides after-sales service to customers through a communication network such as the Internet.

[0002]

2. Description of the Related Art In general, when a defect occurs in a purchased product, a customer determines whether the defect is a failure of the product itself or whether there is an error in the method of using the product, and When it is determined that the product is out of order, the product is sent to a repair service center of the manufacturer or the seller, and a request for repair is received.

[0003]

In the above-mentioned conventional after-sales service, the customer himself / herself determines whether or not the product is out of order. It is difficult for the customer to judge by himself or herself whether the failure of the product is a failure or whether there is an error in the setting in relation to the personal computer. Therefore, the customer immediately determines that the product has failed and immediately delivers the product to a repair service center.

[0004] Even if the product has actually failed, the repair service center performs a failure diagnosis on the delivered product, prepares a repair cost estimate, mails the repair cost estimate to the customer, and In order to actually start the repair of the product through the prescribed procedure such as confirming the formal repair request from the customer, it takes a long time before the repair is actually started after delivery of the product to the repair service center Become.

Further, even if the repair of the product is started at the repair service center, the customer cannot know the progress of the repair unless he or she inquires the repair service center by telephone or facsimile. The present invention has been made in view of the above circumstances, and a purpose thereof is to repair a product purchased by a customer, and to provide a repair management system for a product that can provide after-sales service that is highly convenient for the customer, and a repair system for the same. To provide a management method.

[0006]

In order to achieve the above object, a product repair management system according to the present invention is provided.
A failure status receiving means for receiving a failure status of the product from the customer's customer system via the communication network; and determining whether or not the product needs to be repaired based on the received failure status. A determination unit to be presented, a repair request receiving unit to receive a repair request from the customer system via the communication network, and a product being carried in, while the product is being repaired in consideration of the determination result by the determination unit, A repair section that creates the repair progress at predetermined intervals and a repair section created in the repair section when the inquiry about repair from the customer system is received via the communication network to the customer system. And a repair status tracking means for presenting the repair status via

According to the repair management system described above, the customer gives the failure status of the product to the failure status reception from the customer system via the communication network, so that the determination means determines whether or not the product needs repair. If the determination result is obtained and repair is required, the customer transmits a repair request for the product to the repair request receiving means from the customer system via the communication network, and the product can be delivered to the repair section.

In the repair section, when a product for which a repair request has been received is received, the product is repaired in consideration of the result of the determination by the determination means, and the progress of the repair is determined during the repair. On the other hand, the customer makes an inquiry about the repair from the customer system via the communication network to the repair status tracking means, and the repair status tracking means is created in the repair section via the communication network. The repair progress is presented to the customer system, and the customer can receive an answer to the inquiry.

Preferably, the failure status receiving means presents a selection screen for selecting a failure status to the customer system (Claim 2). In this case, the customer can provide the failure status of the product to the determination means accurately, On the other hand, the determining means can accurately determine whether the product needs to be repaired. Preferably, the determination means includes a repair determination database which determines whether or not the product needs to be repaired based on the failure state of the product (claim 3). In this case, the customer immediately knows whether or not the product needs to be repaired. Can be.

Further, the repair judgment database has data for calculating a rough estimate of the repair cost based on the judgment result of the judgment means, and the judgment means together with the judgment result estimates the repair cost. Is preferably presented to the customer system (claim 4). In this case, the customer can determine whether or not to request the repair of the product by receiving the determination result regarding the necessity of the repair and the approximate estimate of the repair cost at the same time.

Preferably, the repair request receiving means is capable of presenting a repair receiving screen for receiving a product repair request to the customer system, and the determining means determines whether or not the product needs to be repaired if the result of the repair is a need for repair. A link requesting the repair request receiving means to present a repair request receiving screen is added to the determination result (claim 5). In this case, upon receiving the determination result, the customer can receive the presentation of the repair request reception screen through the link and can immediately request the repair of the product.

[0012] More preferably, the repair request receiving means includes:
A repair request reconfirmation screen that accepts a reconfirmation of the repair request can be presented to the customer system, and the repair section provides a product failure diagnosis and a diagnosis result based on the actual failure state of the product before the product is repaired. Failure diagnosis means for creating a repair cost estimate based on the repair request, and a sending means for sending a diagnosis result and a repair cost estimate to the customer system together with a link for requesting the repair request receiving means to present a repair request reconfirmation screen. (Claim 6). In this case, the customer will be able to decide whether or not to ultimately request the product to be repaired by receiving an actual repair cost estimate rather than a more detailed product failure diagnosis and rough estimate, and Also here, if there is an intention to request a repair, the user can receive a repair request reconfirmation screen via the link, and can immediately make a final repair request.

[0013] The repair status tracking means, after confirming the repair request from the customer system, presents an issuing means for issuing a repair receipt number and a password to the customer system, and a repair progress screen showing the repair progress status of the product. It is desirable to include a presenting means and a first gate means for permitting the customer system to access the repair progress screen by receiving the input of the repair receipt number and the password (claim 7). In this case, the first gate means prohibits unauthorized access from the outside and prevents leakage of customer information.

The repair request receiving means can present a re-repair receiving screen for receiving a re-repair request for the product to the customer system, and the repair management system sets a warranty repair period after the completion of the product repair. Setting means for setting;
A second gate means for receiving an input of a repair receipt number and a password for the customer system during the warranty period and permitting access to a re-repair receipt screen for receiving a re-repair request for a product. (Claim 8). During the warranty period, if the product needs to be repaired, the customer can simply enter the repair receipt number and password to request the repair.

Another object of the present invention is to receive a request for repair of a product from a customer system using any of the above-described repair management systems, and thereafter, to provide the customer with an inquiry from the customer system to check the progress of the repair. This is also achieved by a method for managing the repair of products presented to the system.

[0016]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Referring to FIG. 1, there is shown a repair management system 2 for a product. The repair management system 2 is roughly composed of a repair reception system 4 and a repair center 6. The repair reception system 4 is installed at a manufacturer or a sales company of the product, and the repair reception system 4 and the repair center 6 are mutually connected via a communication line 8. Therefore, the repair reception system 4 and the repair center 6
Data can be exchanged between this and.

The repair receiving system 4 and the repair center 6 are connected to the Internet 10 as a communication network, respectively, and can receive access from the customer side customer system (hereinafter simply referred to as a customer) 12 via the Internet 10. . When the repair center 6 is far away from the repair reception system 4, data transfer between the repair center 6 and the repair reception system 4 can be performed via the Internet 10 instead of the communication line 8. .

Here, the customer 12 comprises a personal computer and its peripheral devices, and
While a browser for browsing the web page on 0 is provided, an e-mail address for specifying the customer 12 is provided. On the other hand, the repair reception system 4 is composed of a server computer that is more sophisticated than the customer 12,
This server computer has various web pages (WP)
, A mail function unit 16 for sending and receiving e-mails, an access management database 18,
A repair determination database 20 and a repair request database 22 are provided. As will be apparent from the following description, the access management database 18 stores a product serial number, a repair receipt number, a password, a customer ID, and the like in association with each other.

The repair sensor 6 also includes a server computer similar to that of the repair reception system 4. This server computer includes a mail function unit 21 for sending and receiving E-mail, a failure diagnosis database 25, a repair request database 26, and a repair request database. A status file database 28 and a repair data file database 30 are provided.
Further, it goes without saying that the repair center 6 has a repair section 32 which is actually in charge of repair.

Next, the after-sales service (repair management method) of a product using the above-described repair management system 2 will be described with reference to drawings. First, when a trouble occurs in a purchased product, the customer 12 can access the repair reception system 4 via the Internet 10 based on a page address (URL) attached to the product.
Upon receiving such an access, the repair reception system 4 sends the top page 3 shown in FIG.
4 is presented to the customer 12. Here, the product is a peripheral device of a personal computer, for example, PD or CD-RO.
M or an external storage device (drive).

The top page 34 is a home page of a product manufacturer or a sales company. As shown in FIG. 2, the top page 34 includes a headline of customer support. This customer support includes main items such as failure diagnosis and repair service, and the repair service has sub items such as repair status tracking and re-repair. Each of the main item and the sub item is provided with a link for designating various web pages in the page store unit 14. Specifically, the items of failure diagnosis, repair status tracking, and re-repair are linked. 36, 38 and 40 are shown.

When any one of the items of failure diagnosis, repair status tracking, and re-repair is clicked on the customer 12, the repair receiving system 4 executes a predetermined process for each clicked item. FIGS. 3 and 4 show a processing routine corresponding to the failure diagnosis item 36, that is, a temporary repair acceptance routine. The temporary repair acceptance routine will be described below.

In the top page 34 of FIG. 2, when the item of the fault diagnosis, that is, the link 36 is clicked, this click means that the customer 12 has requested access to the fault status check WP. Step S in FIG.
The determination result of 1 is true (Yes). In this case, the repair reception system 4 checks the failure status check W in the page store unit 14.
P is transmitted to the customer 12 via the Internet 10 (step S2), whereby the customer 12 is presented with the failure status check WP42 as shown in FIG.

The failure condition check WP 42 includes several selection items 44 indicating various failure conditions of the product. The customer can check and select the corresponding failure condition selection item 44 with a mouse. it can. One selection item 4
4 is selected, and the selection button 46 in the failure status check WP 42 is clicked, the determination result in step S3 becomes true, and the repair reception system 4 sends the failure diagnosis check WP in the page store unit 14 to the customer 12 (Step S4).

Here, the failure diagnosis check WP corresponds to the failure state selected by the customer, and a specific example thereof is shown in FIG. Preliminary failure diagnosis check W in FIG.
P48 includes various use environment items 50 for inputting customer information relating to the use environment of the product and various diagnostic check items 52 for checking the specific state of the product. The input to each use environment item 50 is a pull-down menu. The input to each diagnostic check item 52 is “Y
This can be done by checking the selection of “ES” or “NO” with the mouse.

When all of the use environment items 50 are input and the result of the determination in step S5 becomes true, then each diagnostic check item 52 is checked (step S6), and the check answer is "wrong". Are sequentially determined (step S7). If the determination result is true, the remedial action is sent from the repair reception system 4 to the customer 1
2 (step S8). More specifically, a pop-up window 54 shown in FIG. 7 is displayed on the preliminary failure diagnosis check WP 48 as an improvement measure. Correct information on the setting method and the like, that is, improvement measures are shown. Thus, if there is an error in the use or setting method of the product, the customer can correct the error by himself and improve the defect of the product. The pop-up window 54 is stored in the page store unit 14 in association with the preliminary failure diagnosis check WP48.

Thereafter, if all the check answers of the diagnosis check items 52 are "correct", and the diagnosis button 56 in the failure preliminary diagnosis check WP 48 is clicked and the result of the determination in step S9 becomes true, the repair acceptance system 4
Performs a simple failure diagnosis based on the failure information obtained through the failure state check WP42 and the preliminary failure diagnosis check WP48 (step S10 in FIG. 4). Specifically, the repair receiving system 4 extracts the cause of the failure stored in the failure determination database 20 based on the failure information, and creates a failure diagnosis result WP60 including the diagnosis result 58 as shown in FIG. , This failure diagnosis result WP60
Is transmitted to the customer 12 (step S11).

Here, as apparent from FIG. 8, the failure diagnosis result WP60 also includes an approximate repair estimate 62. For this reason, in order to create the approximate repair estimate 62, the failure determination database 20 is provided with estimate calculation data for calculating a repair estimate in association with the cause of the failure. The repair approximate calculation density 62 can be created from the failure cause and the estimation calculation data.

Further, as shown in FIG.
P60 includes a provisional repair request button 64 and a cancel button 66. When the repair request button 64 is clicked and the result of the determination in step S12 becomes true, the next step S13 is performed. On the other hand, when the cancel button 66 is clicked and the result of the determination in step S14 becomes true, the repair acceptance system 4 presents the above-mentioned top WP 34 to the customer 12 (step S15).

On the other hand, in step S13, the repair receiving system 4 transmits the temporary repair receiving WP 68 in the page store section 14 to the customer 12, and an example of the temporary repair receiving WP 68 is shown in FIG. The tentative repair reception WP 68 includes input feeds such as an address, a name, a telephone number, an e-mail address, a delivery method of a product requested for repair, a model of the product, and a serial number of the customer.

The input field of the temporary repair reception WP68 is entered, and the transmission button 7 on the temporary repair reception WP68 is entered.
When "0" is clicked, the repair reception system 4 stores all data included in the failure diagnosis result WP60 and the temporary repair reception WP as repair request data in the repair request database 22 and stores the repair request data in the repair center. 6 via the communication line 8 (step S1).
7).

On the other hand, the repair center 6 repeatedly executes a repair request waiting routine shown in FIG.
When the repair request data is received from the repair reception system 4 and the determination result of step S20 becomes true, the received repair request data is stored in the repair request database 26. In the repair management system 2, both the repair reception system 4 and the repair center 6 store the repair request database 2
The repair request databases 22 and 26 need not be provided, but only one of the repair request databases 22 and 26 may be provided.

The repair center 6 implements a failure diagnosis routine shown in FIG. 11 in parallel with the repair request waiting routine shown in FIG. 10. In this failure diagnosis routine, it is first determined whether or not a repair request product has been received. Is performed (step S30). If the determination result is true, that is, if the repair request item delivered from the customer side is carried into the repair center 6, next,
The repair request data corresponding to the repair request item is read from the repair request database 26 (step S31), and detailed failure diagnosis of the repair request item is performed based on the repair request item and the failure information in the repair request data. Is performed (step S32). Specifically, in the failure diagnosis here,
The actual failure state of the repair-requested product is inspected in consideration of the failure information, and a failure diagnosis result is created using the failure diagnosis database 25 based on the inspection result.
In step S32, a detailed repair estimate is also created simultaneously with the creation of the failure diagnosis result.

Thereafter, in the next step S33, the repair center 6 sends an e-mail 72 shown in FIG. The e-mail 72 includes the above-described failure diagnosis result, repair quotation, payment method, payment account, and the like.
A link 74 for accessing the fault repair formal reception WP of the repair reception system 4 is provided. After reviewing the failure diagnosis result and the repair estimate described in the e-mail 72, the customer can decide whether or not to finally request the repair of the repair-requested item. By simply clicking the link 74 in the mail 72, it is possible to easily request the repair reception system 4 to present the failure repair formal reception WP 76 as shown in FIG. Such a failure repair formal reception WP 76 is associated with the above-described repair request data, and the customer information describes information such as an address and a telephone number which has already been input by the customer. Therefore, the customer can check the input information such as the address and the telephone number, and can correct the input information on the formal repair reception desk WP76.

The failure repair reception WP 76 includes a confirmation button 78 for formally requesting repair.
By clicking, it is possible to formally request the repair reception system 4 for repair. On the other hand, the repair reception system 4
Repeatedly executes the formal repair reception routine shown in FIG. In this repair formal reception routine, first, whether or not there is a formal repair request, that is, formal repair formal reception WP
It is determined whether or not the confirmation button 78 on 76 has been clicked (step S40). If the determination result is true, the repair reception system 4 transmits a customer ID for specifying the customer 12 to the customer 12. Yes (Step S4
1). This customer ID is stored in the storage device of the customer 12, and is transmitted to the repair reception system 4 every time the customer 12 accesses the repair reception system 4.

Next, the repair reception system 4 determines whether or not the customer information in the formal repair reception reception WP 76 has a correction (step S42). If the determination result is true, the repair receiving system 4 corrects the customer information by correcting the corresponding repair request data in the repair request database 22 (step S43), and sends the corrected data to the repair center 6. It transmits (step S44). When the repair center 6 receives the correction data, the repair center 6 corrects the corresponding repair request data in the repair request database 26 in the same manner.

Thereafter, the repair receiving system 4 sends the repair receiving number and the password by e-mail 80 as shown in FIG. 15 (step S45), and
Creation of a gate file consisting of D and a repair receipt number (step S46) and creation of a gate file consisting of a serial number and a password (step S47) are sequentially performed.
These gate files are stored in the access management database 18 (see FIG. 1).

Then, the repair receiving system 4 determines whether or not the payment of the repair cost is postpaid (step S48), and when the result of the determination is true, instructs the repair center 6 to start repairing the repair-requested product. (Step S49). On the other hand, if the result of the determination in step S48 is false (No), that is, if the payment of the repair cost is prepayment, the repair receiving system 4 executes a deposit waiting routine shown in FIG.

In the payment waiting routine, it is determined whether or not payment has been received from the customer (step S51). When the result of the determination is true, the repair center 6 starts repairing the repair request product. An instruction is given (step S52). On the other hand, the repair center 6 repeatedly executes a standby routine for a repair start instruction shown in FIG. 17, and in this routine, receives a repair start instruction from the repair reception system 4 and executes step S
When the result of the determination at step 60 becomes true, the repair of the repair request product is actually started (step S70).

The details of step S70 are shown in the repair routine of FIG. In the repair routine, the repair center 6
Performs the actual repair work of the repair request product in the repair section 32 (step S71), and determines in a next step S72 whether or not the work of one day has been completed. If the determination result is true, a repair status file indicating the progress of the repair is created / updated for the repair of the requested repair product (step S73), and it is determined whether the repair is completed (step S73). S74). If the determination result is false, the steps from step S71 to S73, that is,
Daily repair work is repeated. The repair status file is stored in the repair status file database 28 of the repair center 6.
Is managed by

However, when the result of the determination in step S74 is true and the repair of the repair request product is completed, the repair center 6 sends an e-mail 82 as shown in FIG.
And sends a repair completion report to the repair receiving system 4 to notify the repair reception system 4 of the completion of the repair request (step S7).
5). Here, the repair completion notification from the repair center 6 to the repair receiving system 4 is stored in the repair request database 22 in a form added to the corresponding repair request data.

Thereafter, the repair center 6 creates a repair data file indicating the contents of the repair for the repaired product, and stores the repair data file in the repair data file database 30 (step S76). Further, a link 84 that allows the repair reception system 4 to access the reception date reception WP is added to the E-mail 82 of the above-described repair completion report. Therefore, the customer clicks on the link 84 in the e-mail 82 to send the reception date reception WP 86 from the repair reception system 2 as shown in FIG.
Is received and the date of receipt of the repaired product is input to the reception date reception WP 86, and then the transmission button 88 is clicked to transmit the input data to the repair reception system 4.

On the other hand, the repair receiving system 4 carries out a dispatch instruction waiting routine shown in FIG. In this standby routine, it is determined whether or not a desired reception date is specified (step S80). If the determination result is true, the received date is sent to the repair center 6 together with the specified reception date received through the reception date reception WP86. Transmit the instruction (Step S8)
1) Conversely, if the result of the determination in step S80 is false, the repair center 6 is notified of a normal shipping instruction.

The repair center 6 carries out a dispatch processing routine shown in FIG. 22. In this dispatch processing routine, it is determined whether or not there is a dispatch instruction from the repair receiving system 4 (step S90). If true, the process of sending the repaired product is actually started, and it is determined whether or not the delivery has been completed (step S91). If the determination result is true, the repair center 6 updates the repair status file and notifies the repair acceptance system 4 of the warranty period of the repaired product (step S92).

On the other hand, after formally requesting the repair of the product, the customer accesses the above-mentioned top WP 34, and clicks on the repair status tracking item 38 in the top WP 34, thereby displaying the repair progress of the repair-requested item. You can get the situation. More specifically, the repair reception system 4 implements a repair status tracking routine shown in FIG. 23. In this tracking routine, first, it is determined whether or not there is an access request from the customer 12 to the repair status tracking WP, that is, the top WP 34 It is determined whether or not the repair status tracking item 38 is clicked (step S100). If the determination result is true, the repair receiving system 4 presents the repair status tracking WP90 to the customer 12 as shown in FIG. Then (step S101), the repair status tracking WP 90 has an input feed of a repair receipt number. Therefore, the customer enters the repair receipt number in the input field and the OK in the repair status tracking WP90.
By clicking the button 92, the repair reception system 4
The customer ID is transmitted to the repair reception system 4 from the customer 12 at the same time as the transmission.

Such a repair reception number and customer I
When D is transmitted and the determination result of step S102 becomes true, the repair reception system 4 determines whether the combination of the customer ID and the repair reception number is correct, that is, whether the repair reception number should be authenticated ( Step S103). If the determination result is false, the repair reception system 4 transmits an input error message to the customer 12 (step S1).
04), prompt the customer to re-enter the repair receipt number.

On the other hand, if the determination result in step S103 is true, the repair reception system 4 displays an input window 94 as shown in FIG. 25 in a pop-up on the repair status tracking WP 90 (step S104), and provides the input window 9 to the customer.
4. The user is prompted to enter a serial number and a password. The customer inputs the serial number and the password in the input feed of the input window 94, and then clicks the OK button 96 to transmit the serial number and the password to the repair reception system 4.

When the serial number and the password are transmitted and the result of the determination in step S106 becomes true,
The repair reception system 4 determines whether the combination of the serial number and the password is correct, that is, whether the password should be authenticated (step S106). If the determination result is false, the repair reception system 4 inputs An error message is transmitted to the customer 12 (step S107), and the customer is prompted to re-enter the serial number and the password.

On the other hand, if the determination result in step S106 is true, the repair reception system 4 reads a repair status file corresponding to the repair reception number from the repair status file database 28 of the repair center 6 (step S108), and reads this. The repair status tracking screen 98 of the repair request product as shown in FIG. 26 is created from the repair status file, and the repair status tracking screen is presented to the customer 12 (step S109).

As is clear from FIG. 26, the repair status tracking screen 98 displays information on the customer name, the repair receipt number, the serial number, the date on which the repair was received, the estimated repair price, and the repair progress of the repair request product. It is shown as a graph. Therefore,
The customer can retrieve the repair progress status from the repair status tracking screen 98 for the repair request product and easily grasp it. To receive the repair status tracking screen 98,
As described above, in addition to the correct input of the repair receipt number, the serial number, and the password corresponding to the repair request item, the above-described customer ID is required. Therefore, it is substantially impossible for another person to access the repair status tracking screen 98. It is impossible, and customer information will not be leaked to others.

Further, after the customer receives the repaired product,
If the same trouble occurs again in the repaired product, a request for re-repair of the repaired product can be made by accessing the top WP 34 described above. That is, the top WP 34 includes the re-repair item 40 as described above, and the customer can receive the re-repair reception WP from the repair reception system 4 by clicking the item 40.

More specifically, the repair receiving system 4 is shown in FIG.
7 is performed. In this re-repair reception routine, whether the customer 12 has made an access request to the re-repair reception WP, that is, whether the re-repair item 40 in the top WP 34 is clicked. It is determined whether or not it is (step S110). If the judgment result is true,
The repair reception system 4 presents the re-repair reception WP 100 as shown in FIG. 28 to the customer 12 (step S11).
1). As is clear from FIG.
Contains input feeds such as repair receipt numbers, serial numbers, passwords and shipping methods.

Therefore, after the customer enters each input field in the re-repair reception WP 100, the customer presses the OK button 10
By clicking 2, the input data is transmitted to the repair reception system 4, and a request for re-repair can be made. Here, the customer ID is transmitted from the customer 12 to the repair reception system 4 simultaneously with the transmission of the input data.

When the input data is transmitted from the customer 12 and the result of the determination in step S112 in FIG. 27 becomes true, the repair reception system 4, the repair reception number, the serial number,
Based on the password and the customer ID, it is determined whether the re-repair request is a legitimate request, that is, whether the customer 12 is to be authenticated (step S113). If the determination result is true, then Then, it is determined whether the request for re-repair is within the above-described warranty period (step S11).
4). Note that the warranty period has already been notified from the repair center 6 as described above.

If the determination result is false, the repair receiving system 4 transmits to the customer 12 a message to the effect that the warranty period has expired (step S11).
5) And failure status check WP42 (see FIG. 5)
Is presented (step S116). In this case, the customer
Through the failure status check WP42, the repair reception system 4
A repair request can be made again.

On the other hand, if the result of the determination in step S114 is true, the repair receiving system 4 instructs the repair center 6 to repair again with the repair receiving number and the like (step S117).
In such a situation, the repair center 6 performs the re-repair routine shown in FIG. In this re-repair routine, it is determined whether or not an instruction for re-repair has been received from the repair receiving system 4 and whether or not the repair request has been received again (step S120). 6 reads the corresponding repair request data from the repair request database 26 (step S121), and reads the corresponding repair data file from the repair data file database 30 (step S122).

Thereafter, the repair department 32 of the repair center 6
Refer to the repair request data and repair data file,
Perform re-repair of the product requested for re-repair. Specifically, the repair is performed according to the repair routine of FIG. Since the re-repair is performed with reference to the fully opened repair data file, the repair department 32 can easily and quickly perform the re-repair.

The present invention is not limited to the above-described embodiment, but can be variously modified. For example, in one embodiment, the repair management system 2 is
The repair management center 2 may be integrated with the repair reception system 4 and the repair center 6.

The system and method relating to the repair management of products of the present invention are suitable for the peripheral device of the personal computer for the product to be repaired, but are not limited to this. It is also applicable. Further, various web pages (WP), e-mails, and the like used in the description of the embodiment are merely examples, and are not limited to those illustrated.

[0060]

As described above, according to the product repair management system and method according to the present invention (claims 1 and 9), when a problem occurs in a product purchased by a customer, the customer's client system is used. By receiving access via the communication network, it is possible to determine whether or not the repair of the product is necessary and present the determination result to the client system, and the customer can determine whether to request the repair based on the determination result. . Even after receiving a repair request from the customer, when the customer receives an inquiry via the communication network, the progress of the repair can be presented to the client system. High after-sales service.

Further, according to the present invention, since a selection screen for selecting a failure state of a product is presented to the client system (claims 2 and 9), the customer can accurately determine the failure state of the product through the selection screen. Can be told. Further, in the present invention, since the repair judgment database is used for judging the failure status (claims 3 and 9), the judgment result can be promptly presented to the customer system.

In addition, the present invention presents a rough estimate of the repair cost to the customer system together with the determination result of the necessity of repair to the customer system (claims 4 and 9). Providing a quote is very helpful.
Furthermore, according to the present invention, since a link is added to the determination result regarding the necessity of repair (claims 5 and 9), a repair request acceptance screen can be presented to the customer system via this link, and Can easily request repair of the product.

On the other hand, according to the present invention, after a product is actually inspected and a failure diagnosis is performed, the diagnosis result and a repair cost estimate are presented to the customer system, and then a formal repair request for the product is accepted. (Claims 6 and 9), the customer can more accurately grasp the failure status of the product and the repair cost estimate. Further, according to the present invention, when a repair request for a product is received, a repair receipt number and a password are issued to the customer system, and the repair progress of the product is presented to the customer system based on the repair receipt number and the password. Items 7 and 9), the progress of repairs will not be leaked to others.

Further, according to the present invention, after the repair is completed, the repair receipt number and the password are used to accept the re-repair of the product (claims 8 and 9), so that the customer is more convenient. After service can be provided.

[Brief description of the drawings]

FIG. 1 is a schematic diagram showing a relationship between a customer system and a repair management system.

FIG. 2 is a diagram illustrating an example of a top WP of the repair reception system.

FIG. 3 is a flowchart showing a part of a temporary repair acceptance routine.

FIG. 4 is a flowchart showing a part of a temporary repair acceptance routine.

FIG. 5 is a diagram showing an example of a repair status check WP.

FIG. 6 is a diagram illustrating an example of a failure preliminary diagnosis check WP.

FIG. 7 is a diagram showing a pop-up window displayed on the failure preliminary diagnosis check WP.

FIG. 8 is a diagram illustrating an example of a failure diagnosis result WP.

FIG. 9 is a diagram illustrating an example of a temporary repair reception WP.

FIG. 10 is a flowchart showing a standby routine for a repair request.

FIG. 11 is a flowchart showing a failure diagnosis routine.

FIG. 12 is a diagram showing an example of an e-mail sent from a repair center to a client system.

FIG. 13 is a diagram showing an example of a formal repair repair reception WP.

FIG. 14 is a diagram showing a formal repair acceptance routine.

FIG. 15 is a diagram showing an example of an e-mail sent from the repair reception system to the client system.

FIG. 16 is a flowchart showing a deposit waiting routine.

FIG. 17 is a flowchart showing a repair start instruction waiting routine.

FIG. 18 is a flowchart showing a repair routine.

FIG. 19 is a diagram showing an example of an e-mail sent from the repair center to the customer system.

FIG. 20 is a diagram illustrating an example of a reception date reception WP.

FIG. 21 is a flowchart showing a dispatch instruction standby routine.

FIG. 22 is a flowchart showing a dispatch processing routine.

FIG. 23 is a flowchart showing a repair status tracking routine.

FIG. 24 is a diagram showing an example of a repair status tracking WP.

FIG. 25 is a diagram showing an example of an input window displayed as a pop-up on the repair status tracking WP.

FIG. 26 is a diagram showing an example of a repair status tracking screen.

FIG. 27 is a flowchart showing a re-repair acceptance routine.

FIG. 28 is a diagram showing an example of a re-repair reception WP.

FIG. 29 shows a re-repair routine.

[Explanation of symbols]

 2 Repair management system 4 Repair reception system 6 Repair center 10 Internet (communication network) 12 Customer system 18 Access management database 20 Failure judgment database 22 Repair request database 25 Failure diagnosis database 26 Repair request database 28 Repair status file database 30 Failure data file database

Claims (9)

[Claims] 1. A failure status receiving means for receiving a failure status of a product from a customer-side customer system via a communication network, and determining whether or not the product needs to be repaired based on the failure status. Determining means for presenting via the communication network, repair request receiving means for receiving a repair request from the customer system via the communication network, receiving the product, receiving the product, and taking the determination result into consideration. While the repair is being performed, a repair section that creates a progress of the repair at predetermined intervals, and a repair section that is created in the repair section when an inquiry regarding the repair is received from the customer system via the communication network. A repair progress that is presented to the customer system via the communication network; Product repair management system, characterized by comprising a status tracking means. 2. The product repair management system according to claim 1, wherein the receiving unit presents a selection screen for selecting the failure status to the customer system. 3. The product repair management system according to claim 1, wherein the determination unit includes a repair determination database that determines whether the product needs to be repaired based on the received failure status. . 4. The repair decision database has data for calculating an approximate estimate of repair cost based on the result of the decision, and the deciding means calculates the approximate estimate of the repair cost together with the result of the decision by the customer. The product repair management system according to claim 3, wherein the product repair management system is presented to the system. 5. The repair request accepting means can present a repair acceptance screen for accepting a repair request for the product to the customer system. The determining means, when the determination result indicates that repair is required, the repair request 2. The product repair management system according to claim 1, wherein a link requesting a reception unit to present a repair request reception screen is provided to the determination result. 6. The repair request accepting means can present a repair request reconfirmation screen for accepting a reconfirmation of a repair request to the customer system. A failure diagnosis unit that creates a repair cost estimate based on the failure diagnosis and the diagnosis result of the product based on the actual failure state, and a link requesting the repair request receiving unit to present the repair request reconfirmation screen. The product repair management system according to claim 5, further comprising: a sending unit that sends a diagnosis result by the failure diagnosis unit and the repair cost estimate to the customer system. 7. The repair status tracking means, after confirming a repair request from the customer system, issues issuing means for issuing a repair receipt number and a password to the customer system, and presents a repair progress screen of the product. 2. The product according to claim 1, further comprising: a presentation unit; and a first gate unit configured to allow the customer system to access the repair progress status screen after receiving the repair receipt number and the password. 3. Repair management system. 8. The repair request accepting means can present a re-repair acceptance screen for accepting a re-repair request for a product to the customer system. Setting means for setting a warranty period, and second gate means for allowing the customer system to access the re-repair reception screen by inputting the repair receipt number and password to the customer system during the warranty period. The product repair management system according to claim 7, further comprising: 9. A request for repair of a product from a customer system using the system according to claim 1,
Thereafter, when an inquiry about the repair is received from the customer system, a repair progress state of the repair is presented to the customer system.