| Service Contract Procedures | Covered or Not Covered | Short-keys | Important Numbers for Service Contracts | Emails and other Depts |
|---|---|---|---|---|
|
Our SL team will contact you in 1-2 business days with the name and Ph# of a SP in your area.
What expectation do we set with the customer if we have to send their claim to SL?
|
What is Not Covered
The door to the customer's refrigerator was installed incorrectly and needs to be reinstalled.
|
What is the VER1 shortkey
What short-key do you use if you are setting up a brand new claim?
|
What is 30 days.
How long does a customer have to wait in order to receive a check?
|
The Pre-Approvals Dept
ABC appliance is calling in for the mutual customer. They need approval for parts needed for his repair. Which dept do you transfer this rep to?
|
|
1. Call the SP to confirm
2. Reject and re-dispatch the claim to a new provider
John is calling in to advise that the SP we assigned him can not do the work b/c their tech is sick and he wants a new SP. What do you do?
|
What is Covered
Demarcus's water filter for his refrigerator will not go into the socket. He has confirmed that he has the right filter but it wont go in.
|
What is the Recall Short-key
What short-key do you use whenever you have to create a recall claim?
|
What is 3 months
How long does a customer have to reach out to us if they want to renew their service contract?
|
What is the claims dept
If a customer needs to confirm if their food loss receipts was received, which dept would you reach out to in order to confirm this?
|
|
1. We sent the check to the wrong address
2. It's been over 30 days and the customer has yet to receive their check.
Name a reason you would email our Accounting Dept to reissue a check for a customer.
|
What is "Not Covered"
John's Dryer is unleveled, thus causing a banging noise whenever he tries to use the unit.
|
JJFRR Short-key
What short-key do you use when you have to send a claim to Pending Review?
|
What is 72 hours
When we create food loss claims, how long does the customer have to send us a list of the items they've lost ?
|
What is Pre-Approvals
Jimmy is calling in. You review his claim and see that we are going to make the customer a settlement offer. Which dept do you transfer Jimmy to?
|
|
If it's been at least 3 months since the customer submitted their documentation and you do not see any notes on their contract advising that the process has started
When is it okay to email 50% back to request an update for a customer?
|
What is "Not Covered" It is the customer's responsibility to make the unit accessible.
Susan is upset that she has to unstack her washer and dryer for her upcoming repair and wants you to request a second man from the SP to unstack the units.
|
What is the Missing Check Short-key
What short-key should you use if you need to email our Accounting Department to stop a check and reissue another one for a customer?
|
What is 2 weeks
How long after a unit is repaired does a customer have to purchase the items submitted on their food loss list and send us the receipts once the repair is completed?
|
What is servicenetwork@newleafsc.net
What is the email address for our service located dept?
|
|
Email Whirlpool and get the customer placed on their cancelation list. Or email SN to see if they can find something sooner.
Lisa is upset b/c the soonest appt in Whirlpool is 2 weeks away. She will be available, but wants something sooner. What can you do to get her a possible sooner appt?
|
What is "Not covered." Advise to do trouble shooting with the MFG first and call back if they say service is needed.
Daniel's has advised that his refrigerator is working fine but it's always running. He wants us to send someone out to check out the unit.
|
The customer's contract and the CCI short-key
Susie is calling in to verify if she is eligible to renew. After confirming if she is or not, you need to document your interaction. Where do you document your interaction and what short-key do you use? Must get both parts right for credit.
|
What is 30 days after the contract expires
How long does the customer have to send New leaf their 50% back documentation?
|
What is the Pre-Approvals Dept
Tom the SP, is advising you that they went out to service a cust's appliance and it is not repairable. Which dept should you transfer Tom to so that he can supply them with that info?
|
Support Us on Ko-fi