New to the TIC Repairs Platform?
There are over a quarter of a million consumer electronics repairs each year in Australia. Of these, many start with an
in-store enquiry. The TIC Repairs Platform aims to make the process of handling repairs via store much easier.
- Automatically identify whether items are within their warranty period
- Provide question prompts for storepeople to use at point of sale
- Provide a diagnostic summary to you, the repairer
- Provide a means for you to provide information on the repair back to the store and the consumer
- (If required) provide you with a means to send information to the brand (vendor or supplier)
As a repairer, how do I access repairs which are in the system?
Simple. Use your ID and password to log on to the system via a standard web browser.
You will be able to see a list of all repairs assigned to you, regardless of retailer, store or brand. You can even see items which are destined for you but have not yet left the store.
Each repair which is sent to you will have a unique ID.
Click on the item to update it, or to find out more information on the item or the fault.
What happens once I quote a repair?
If your supplier brand is using the system too, you can submit a quote to them through the Platform.
If not, you can contact the brand in the usual way (eg by phone or fax) and update the Platform once they provide a repair authorisation using the 'Authorise this Repair' button.
In some cases, repairers are pre-approved to carry out certain types of repair which meet warranty criteria. In this case you can use an agreed code in the 'Authorise this Repair' box.
For what we call 'consumer repairs' (ie those which are way beyond the warranty period, or are the result of customer misuse), you will need to submit a quote which will be sent to the retailer for approval.
And after the repair is done?
The Repairs Platform will tell you what return address to use - usually a store location.
Use the system to indicate that an item is repaired and make a note of what happens next - such as whether you are dispatching it.
What does TIC know about repairing products?
You are the expert repairer, not us. We simply gather information via stores and send it to you. In return, we ask that you provide status updates to the system and from there we can pass it back to retailers and customers. We look forward to having you on board.
Who decides which repairer to use?
This is the million dollar question! Unfortunately it's not up to us. Generally the retailer or the vendor will decide which repairer is used for which brand and in which geographic region.
You can however use the Repairs Platform to tell retailers which brands you are authorised to repair under warranty. Click on the 'Profile' button at the top of the page.
Ensuring that you are on the Platform and that your profile is up-to-date is the best way of publicising your services to retailers who are using the Repairs Platform.
How does TIC make money?
There are no charges for repairers to access the system. Retailers pay us to make their stores run more smoothly and efficiently. Ultimately this leads to happier customers and staff, which is better for everyone.
Who can I speak to about the TIC Repairs Platform?
Just call us (free) on 1800 653 299 with any questions, and we'll do our best to help. Unfortunately we can't provide information about specific repairs.
What about if there's a problem with a specific repair?
If there's something that doesn't feel right about a repair - perhaps there's something which the store seems to have overlooked - you can use the Platform to automatically highlight that particular repair to the retailer head office. Simply use the 'Escalate this case to Retailer.HQ' button next to any of the repair items.
Alternatively, feel free to contact your supplier, brand or retailer as you normally would.