Entering a New Online Service Case
1. Open www.myHardi.com.au in the new tab. You can do this from your PC, Tablet or Mobile.
2. If not yet logged in, log in using your Hardi username and password.
3. Once logged in, navigate to Service – Submit a Case in the dealer menu. The page will reload to the New Service Case entry.
4. Please fill out the sheet with your case details. Entry boxes with a red asterisk MUST be filled out to be able to submit the case. Use the below chart to help determine the information required.
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TITLE |
DESCRIPTION |
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Dealership |
Choose your dealership and branch. |
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Your Name |
Enter your first name and surname. |
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Your Email |
Enter your email address that you would like correspondence to be sent. All replies, update requests and confirmations will be sent to this address. |
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Contact Number |
Enter your contact number. This will be used for Hardi Service to contact you if the urgency rating on your case is set to ‘Technician in Paddock’ ONLY. In all other urgency ratings this information is not needed. |
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Sprayer Model |
From the dropdown box pick which sprayer you are entering a case for. Please note that the option ‘Portable’ includes the following machines, knapsack, 12V, Ute Body, ATVs and Handheld. |
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Serial Number |
Enter the serial number for the machine. Please be certain to enter the correct serial number. All incorrect serial numbers will be returned, to be rectified, before a recommendation is given for the case. |
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Type of Failure |
Choose from the list of failure types which one best describes the fault area. |
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Case Heading |
A one line heading used to identify your case. |
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Case Failure Details |
A full description of the fault you are observing. The more information you can provide, the more likely we will be able to get back to you with a quick response. Include any information that would be relevant to the case ie. controllers used (incl. 3rd party controllers), software versions, boom width, number of sections, tractor used etc. |
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Initial Diagnostics |
What you have done to try and solve the issue? |
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Initial Fault Conditions |
What operating conditions were present when the fault occurs ie. dusty, high speed, temperature etc. |
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What is your specific question? |
What question would you like Hardi Service to answer to help you resolve the issue? |
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Urgency Rating |
From the dropdown box, select the urgency of your case. Please use the Urgency Rating Guide below for a description of the urgency ratings, and what you can expect from Hardi Service when choosing that particular rating. |
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Upload images, videos, logs and documents |
Upload any additional data using this feature. This is especially useful for uploading photos and videos directly from your phone or tablet. |
5. Urgency Rating Guide. When selecting an urgency rating for your case, please choose from the following (from lowest to highest):
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Urgency Rating |
This means I am….. |
A Hardi Service Technician will…. |
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Report to Factory |
Wanting to report an issue and / or findings to Hardi. I am not looking for any advice or recommendations. |
Confirm your report only. Please consider using this option if you believe your findings may benefit future development or other users, and you would like Hardi to know. |
|
Low |
Not currently in paddock, but will be at the machine within next day / week. |
Confirm your case entry, and will respond to you via email within 24hrs of your case submission (within normal business hours). |
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High |
Not currently in paddock, but will be at the machine within the day. |
Confirm your case entry, and respond to you via email within 3hrs of your case submission (within normal business hours). |
|
Technician in Paddock |
Currently at the machine in the paddock, with the customer looking to use their machine ASAP. |
Confirm your case entry, and respond to you via phone within 30mins of your case submission (within normal business hours). In the majority of cases, you will be asked to carry out diagnostics and give readings / data on what you observe whilst on the phone. You will need the applicable machine reference material at hand. These can be found on the myHardi website. Please be mindful that if you are not currently at the machine, you will be asked to submit an online service case instead. This assists Hardi Service to prioritise dealer cases. |
6. Confirmation Email. After you have submitted a new service case, a confirmation email with a case reference will be sent to the email you have provided in the case submission form. The confirmation email will look similar to the example below.
7. Case Reference. Please use the case reference for any correspondence you have with Hardi Service.
Sample Service Case Confirmation Email
Case Reference: HAU60887S
Case Heading: Test
Case Submitted: hh:mm:ss - dd/mm/yy
Urgency Rating: LOW
Machine: COMMANDER
Serial Number: 0418000xxx
Warranty Expiry Date: dd/mm/yy
NOTE:
Normal business hours for Hardi Service are within the following times;
Monday - Friday, 8am – 5pm (ACST Adelaide Local Time) excluding South Australian public holidays.
Outside these hours you will still be able to submit a new online service case, which will be ready to action within normal business hours.