This article explains how Support should handle RaceTrac cases involving hardware issues, warranty questions, or potential No‑Fault Warranty scenarios. It also documents the notification and documentation requirements needed so Jennifer Snowden can communicate clearly with RaceTrac without needing to follow up with Support for details.
Scope
This process applies to: RaceTrac accounts only
- Support calls or emails involving:
- Hardware or controller issues
- Warranty or replacement questions
- No‑Fault Warranty scenarios
No‑Fault Warranty Overview (Support Awareness Only)
- The No‑Fault Warranty is a special coverage for RaceTrac only
- Coverage may apply regardless of cause (examples: lightning, theft, vandalism)
- Coverage is limited to up to 10% of RaceTrac’s active assets
- This coverage is above and beyond the standard warranty
Important:
- Support does not track, approve, or apply the No-Fault Warranty
- Decisions and approvals are owned by Sales / CSM (Jennifer Snowden) / Account Management
Support Responsibilities
1. Work the Case as Normal
- Troubleshoot the issue
- Gather all relevant information
- Assist the customer as usual
- Do not guarantee coverage or replacements
2. Determine the Path Forward
- If the issue is covered under standard warranty
→ Follow the normal RMA process - If the standard warranty is expired or does not apply (e.g., vandalism, theft, lightning)
→ Route the case to CSM / Sales, as usual
Support should not request $0 orders or confirm use of the No‑Fault Warranty.
3. Document the Case
Ensure the case includes:
- Controller Serial Number(s).
- What the issue was (clear description of the problem).
- All troubleshooting that was performed.
- The outcome of the troubleshooting or interaction.
- What the next steps are and why those steps are required.
Case notes should be written so that Jennifer Snowden does should not need to reach back out to Support for clarification. All necessary context and detail should already be documented in the case.
Racetrac Requirement
RaceTrac has requested that every Support interaction be shared with Jennifer Snowden. This applies to every call or email, regardless of outcome. Support should send a minimal notification only & Jennifer will handle recap communication with RaceTrac.
What Support Sends
Send to: Jennifer Snowden
Subject: RaceTrac – Support Case Notification | Case #
Message Content:
- Case number
- Confirmation that Support spoke with RaceTrac
- Store number(s), if applicable
Jennifer should be able to rely on the case notes for full details.
Key Notes for Support
- Clear and complete case notes are required and expected.
- Support notifications should be brief and factual.
- No‑Fault Warranty decisions remain with CSM / Account Management.
- This process exists to keep communication aligned and avoid follow‑ups for clarification