Difficulty Scheduling Annual Service for NexBot Safety 921-008 Plan

Description

We purchased the NexBot Safety 921-008 Preventive Maintenance Plan for our C-10 series robot three months ago. Our facility has a planned production shutdown scheduled for the third week of next month, and we have been trying to schedule the annual PM service to coincide with this window. I have submitted two requests through the online portal and left one voicemail with the regional scheduling department over the past three weeks but have not received a confirmation or a proposed service date. We need to get a technician scheduled urgently to ensure the service is completed during the shutdown to avoid impacting our production schedule. Can you please investigate the delay and provide us with a confirmed service date for our C-10 robot under our active maintenance plan?

Symptoms

• No response from scheduling department
• Approaching planned production shutdown
• Service confirmation pending for over two weeks
• Unable to confirm technician availability

Resolution

The customer's request was escalated to the Regional Field Service Manager. An internal scheduling system conflict was identified and corrected. A certified field service technician has been assigned and confirmed for the requested maintenance window. The service visit for the C-10 robot, covered under the NexBot Safety 921-008 Preventive Maintenance Plan, is now scheduled. The customer has received a formal confirmation email with the technician's name, contact information, and the pre-service checklist to ensure site readiness.

Resolution Steps

1. Verified the customer's active entitlement under the NexBot Safety 921-008 Preventive Maintenance Plan.
2. Contacted the Regional Field Service Manager to escalate the scheduling request due to the impending production shutdown.
3. Identified and resolved an allocation error in the service dispatch system that had left the request unassigned.
4. Secured and confirmed a certified technician for the customer's requested date.
5. Sent a formal scheduling confirmation email to the customer, including all relevant visit details.
6. Confirmed with the customer via phone that the resolution was satisfactory.
7. Closed the support case.