Sears - System Issues
We do not relay this information to the customer however, Sears is currently undergoing a system migration which has caused a few intermittent technical difficulties regarding Scheduling and Service Request Updates.
Sears Scheduling and Direct Messages
When initiating service if attempting to schedule with Sears and an SPI Error is received, follow normal process to assign to a different service provider and use the following script:
"Due to technical difficulties Sears is unable to schedule an appointment at this time, let me locate another service provider for you."
Sears appointment cancelled without notice:
Ask: "Was this the first or a return visit?
First Visit: Follow Reassign procedures.
"Apologies for the inconvenience, let me locate another service provider for you."
Return Visit:
Ask: "Have you attempted to update your appointment using the Sears scheduling text or email link?"
If No: "Please check your email or text from Sears which includes a link for scheduling your appointment."
If Yes, Unable to access link, or if Parts are at the home:
"Apologies for the inconvenience, I am forwarding your request to Sears Support and you will receive an update regarding next steps as quickly as possible."
Agent Action: Reach out to Leadership to have email sent to rporter@cinchhs.com and astape@cinchhs.com.
Repeat SMS Text or Email Messages:
A customer may mention they have received multiple messages about the same job and express confusion or concern.
Please ensure you use a relevant response, THEN review their service job(s) so you can provide status or additional information.
Response Example:
“[customer name], we apologize for the multiple messages as there was a system delay that may have caused them.
I will be happy to review your service job(s) and answer any questions you may have.”
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