Customer Options: Customer Decision and Service Job Update
Customers are offered claim options via email. These emails provide options for accepting a claim credit/buyout or repair/replacement. The email will contain links to separate forms/landing pages depending on their decision. When these forms are completed and submitted, the customers decision is finalized.
- If we do not have an email address on file for the customer, they will be contacted by phone to discuss the options and make a decision.
Only the contract holder can make decisions regarding repair/replacement, claim credits, and returns.
Processes by Department
Customer Service
If a message has been left for the customer by the Research Team, Customer Service will receive the return call.
- Locate the Customer Claim Options Note in the Service Job Comments.
- Advise the customer of their options and answer any questions they may have.
- If a claim credit amount was not included in the options note, inform the customer that their request will be reviewed, and they will receive a call back with the claim credit amount.
- Obtain assistance from a Supervisor or Manager to determine and update the claim credit amount and call the customer back.
- Add a note to the Service Job Comments that captures the customer's decision.
- Examples:
- <Customer Name>, accepts the replacement clothes dryer.
- <Customer Name>, declines the replacement clothes dryer - accepts the claim credit of <amount>.
- Create the appropriate exception based on the customer's decision.
- If the customer accepted the replacement, create the TSS-Order Equipment Exception.
- If the customer accepted the claim credit/buyout, create the SS-Claim Credit Review Exception.
- Advise the customer of the following disclaimer:
"The specific <item within the unit> will be excluded from coverage for the life of the manufacturer's warranty, and the <item> will be excluded from coverage for one year." - If the customer wishes to dispute the claim decision or the claim credit amount, follow current Escalation Policies.
Parts Sourcing
- Review the TSS-Order Equipment exception and complete the order process.
- Follow up with the Service Professional regarding the claim decision and any additional actions needed (i.e., claim submission).
Support Services
- Review the SS-Claim Credit Review exception and approve the claim for the claim credit.
- Follow up with the Service Professional regarding the claim decision and advise that the claim has been submitted internally on their behalf.
Helpful Links
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