Sears HVAC

Sears HVAC

Customers with a Sears Whole Home or Systems Warranty, that are calling in a Service Request on an HVAC system can be assigned directly to Sears. 

There are the active Sears profiles:
  1. Sears Home Services (977430579)
    1. To be used when dispatching Sears to service a customer with a Sears Home Warranty for Appliances (Sears on Sears).
  2. Sears Home Services Third Party Contracts (997329681)
    1. To be used when dispatching Sears to service a customer with a Cinch Warranty for Appliances.
  3. Sears Home Services Garage Door Opener (1006530624)
    1. To be used when dispatching Sears to service a Garage Door Opener (any warranty type).
  4. Sears Home Services HVAC PM (997336415)
    1. To be used when dispatching Sears to a HVAC Preventative Maintenance visit for a customer with a Sears Home Warranty (No Cinch Brands).
      1. If a Sears Tech on a PM Check identifies repairs are needed, they must call in from the job to have a Warranty Service Request created. The Service Job can be dispatched to Sears (search 2 weeks out).
  5. Sears Home Services - HVAC Repair (1026950586)
    1. To be used when dispatching Sears to service an HVAC warranty service request for Sears, Cinch, and additional warranty plans. 
  6. Sears Parts Procurement (996257560)
    1. INTERNAL USE ONLY.
    2. To be used only by Authorizations and Parts to work internally. Sears will not be paid for jobs dispatched to this profile.
    3. This profile is used for 2 reasons only:
      1. Cinch is sourcing parts or replacement equipment for jobs dispatched to Sears.
      2. Cinch is processing a claim credit/buyout to a customer for jobs dispatched to Sears.

Creating A Sears HVAC Service Request

When creating a new Service Request for a Recall or the additional items related to a Multi-Item Service Request, you must make sure to set the Product Status field to either Recall or Multi-Item before dispatching to Sears.
  1. If the field is changed in the Service Job after it has been created, ServiceBench will miscommunicate the appropriate deductible with Sears.
Deductibles are communicated to Sears using the Proc ID field. The Process Id is broken into two components and each part serves a purpose to Sears. The 3-letter pre-fix indicates the warranty type (SHW: Sears Home Warranty, CRA: Cinch Branded Warranties). The 3-digit portion that follows is used to indicate whether a deductible is due. 
  1. Examples:
    1. Sears Home Warranty with $75 deductible: SHW075
    2. Total Protect/HMS Warranty with $100 deductible: CRA100
    3. Recall: SHW000/CRA000
    4. Multi-Item: SHW000/CRA000 (The first job should reflect the deductible)

Dispatching

Sears should only be dispatched using the Find Service method. The interface sometimes times out and it renders the Service Job in a limbo state. Those job statuses will reflect as New even though Sears as a provider is set as auto-accept.

Here’s how you can tell if the Service Job is in limbo:
  1. If the SPI Service Order No. and SPI Service Unit No. fields are blank, which means the Service Job is not linked to the Sears system. The job is likely to be stuck in New status or it will update to Expire after 48 hours.
    1. If we gather the information from Sears (whether by calling or searching in the Sears SPI Portal) and we update the Service Job before it expires, we can establish connection.
    2. Once it expires the job will have to be Rescheduled or Reassigned.

Follow Up

If the customer calls in to follow up on parts or replacement equipment that Sears has ordered:
  1. Search the Service Job in Sears Service Pro for updated information.
  2. Check the Service Job Comments in ServiceBench.
  3. If no information is available, send a Public with Email Comment. Be sure to include the customer’s complete address and phone number.

  4.  For ONLY Emergency or Medical Emergency situations, if an update is needed right away and no information is available, call Sears HVAC at 888-959-6186. DO NOT call for Standard Severity or to ask general questions. This line is only to verify when parts were ordered and when they will return to complete the repair/replacement so that you can provide the customer with an immediate update.

Sears Tech Calls in an HVAC Repair Estimate

Capture the full details (i.e., Attributes, Parts, Part Costs, Non-Covered Costs, etc.) in the Service Job Comments and provide Sears Tech with the Pre-Approval to move forward with the repair (within your limit or your supervisor's limit).
  1. DO NOT send to Parts for a repair/replace decision or to source parts.
  2. You do not need to negotiate pricing with the technician on the phone, but you must capture the pricing.
  3. Sears will supply the repair parts.
  4. Sears will communicate the Non-Covered Costs directly to the customer.
  5. Update the Service Type to Repair.

Sears Tech Calls in and Recommends Replacement

Capture the full details (i.e., Attributes, Parts, Part Costs, Non-Covered Costs, etc.) in the Service Job Comments and provide Sears Tech with the Pre-Approval to move forward with the repair (within your limit or your supervisor's limit).
  1. DO NOT send to Parts for a repair/replace decision or to source parts.
  2. You do not need to negotiate pricing with the technician on the phone, but you must capture the pricing.
  3. Sears will supply the replacement equipment.
  4. Sears will communicate the Non-Covered Costs directly to the customer.
  5. Update the Service Type to Replacement.


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