| Name that Department | Random Service Contract Things | Procedures | Covered or Not Covered | Service Contract Topics |
|---|---|---|---|---|
|
The Pre-Approvals Department
John is proceeding with CRP. He wants to get approval on his Diagnosis fee. What Dept do you transfer him to?
|
2 Business Days
How long before a newly registered service contact becomew available in CSG?
|
The NOF Procedure. (Both things need to be emailed to [email protected])
This procedure requires us to fill out a Claim Facilitation Form (CFF) when we cannot not locate the customer's contract in CSG and request the customer's sales invoice.
|
Covered
John is advising that the deli drawers for his Samsung Refrigerator are filling with water.
|
CC-FER - We will use this contract because the customer's appliance is still under the MFG warranty.
Tom purchased is Appliance on 11/1/2021 from Ferguson. He's calling in for service and you notice he has 2 contracts for the unit, a CC-FER contract and a FER contract, which would you use to set up his claim?
|
|
The Claims Department
Monica calls in for help with her food loss claim. She has emailed in her food loss receipts and wants to confirm they were received. You locate her claim and confirm the email she emailed her receipts to. Which department should you call/email if a customer wants to confirm if their food loss receipts were received?
|
1-2 business days
How long after a contract is registered, does it populate in CSG?
|
1. We have sent the customer's check to the wrong address.
2. You've confirmed the address the check was sent to and it has been over 30 days.
Name a reason we would follow the Missing Check Procedure
|
Not-covered
Tony's wine cooler is not cooling. He wants to be reimbursed for the wine that he has lost as a part of food loss.
|
MJC CRP - Customer gets the unit repaired and sends us the invoice.
CRP on a DOP or EXT - Requires the customer to call in for approval on the diag & estimate prior to repairs being completed.
What's the difference between CRP on a MJC service contract vs. CRP on a comprehensive service plan (DOP/EXT)?
|
|
Pre-Approvals Dept
A SP needs help ordering parts. Which Dept should you email or transfer the SP to for assistance?
|
A tech must deem the unit not repairable.
What must happen in order for us to look into replacing a customer's appliance?
|
No
Sally calls in b/c she needs assistance with her refrigerator. She is having so much frost build up that her freezer isn't freezing properly and she is losing food. She wants to set up a food loss claim, is she eligible?
|
Not-covered
Ben's microwave is sparking and smoking when he tries
|
Half of the contract
If eligible for 50% back. Is that half of the cost of the service contract or half of the cost of the appliance?
|
|
Ferguson Customer Care Team
Tim is a Ferguson customer who is still under MFG warranty (CC-FER). Which Department do you transfer him to?
|
No
Dwight needs service on his Refrigerator, however his service contract expired 4 months ago and he is expressing interest in renewing. Is he eligible?
|
They have to proceed with our CRP process
What does it mean is a customer's brand of appliance is CRP only?
|
Not-covered
Tonya has had throw out all her breast milk due to her Refrigerator going out. She wants to be reimbursed under her food loss coverage?
|
1. Submit all documentation within 30 days of the contracts expiration date.
2. No paid claims 3. Mail in the original 50% back certificate 4. Mail in a copy of their sales invoice 5. Contract must be registered and active the full term of the contract
Name at least 3 criteria that must be met in order for a customer to be eligible for 50% back?
|
|
The Claims Department ([email protected])
Ronnnie's contract is suspended for a non-covered repair. He wants to unsuspend his contract via an online link. Which Dept do you reach out to?
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Complete a CFF and email it to [email protected]
Kelly needs assistance with her Range. You locate her contract and the status is in Unprocessed. What action should you take?
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Renewal Contracts
What contracts should not be updated?
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Covered and a receipt that the gas company came out to inspect the home.
Tim and Robin believe their oven is leaking gas when it is turned on. Moreover, if you believe this issue is covered, what will we also need before we can proceed with service?
|
EXT Service Plan
Which service contract is CRP only? Which goes to Pending Review? Which comes with initial benefits? And which starts after MFG warranty (comprehensive)?
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