Equipment Replacement-Customer Options Script
- Be sure to advise the customer if the unit is returned for any reason other than damages, there will be a 35% restocking fee and freight fee to ship the unit back. The warranty also does not cover the disposal of the old unit. Document that this information was advised in the notes.
- ONLY the contract holder can make decisions on the request regarding Repair/Replacement, Claim Credit/Buyout, and Returns.
Customer Options Script
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Script
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Call Introduction
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“Great news! We’ve approved the replacement of your <Item>. At this time, we are offering you one of the following options to resolve your service request.” |
Replacement Option
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“You can accept the replacement <Item>. The model number is <Model Number>. You can view the unit at <choose whichever applies: geappliances.com, whirlpool.com, ajmadison.com>.” “Please check the color and especially the dimensions to ensure the replacement will fit. You are responsible to review all of the attributes and dimensions.” “As a reminder, returns except for items that have been damaged on arrival are subject to a 35% restocking fee. Returns ARE NOT accepted once the item has been installed or if it is 30 days past the date of receipt. Your warranty does not cover disposal of the old unit or address any modification needed for the installation of the new item.” “If you accept this option, your order will be processed immediately. Please allow 3-5 business days for delivery. Delivery is an ETA (Estimated Time).” “Do you have any questions about the replacement option?” If customer accepts this option, create the TSS-Order Equipment exception. |
Claim Credit/Buyout Option
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“You can accept a claim credit/buyout amount of <Amount>. This amount will be sent to you via check, and you can use the funds towards a unit of your liking. If you choose to repair instead of replacing, this item is excluded from any future coverage per Section: Service, Item 8 of your warranty agreement.” “If you accept this option, your reimbursement will be processed within 3-5 business days.” “Do you have any questions about the claim credit/buyout option?” If customer accepts this option, create the SS-Claim Credit Review exception. |
Customer Decision Script
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Script
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Submitting the Decision Script
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Accepted Replacement:
“<Customer Name>, I will forward your decision accepting the replacement <Item>. This conversation is also confirmation that you have reviewed the replacement and agree that the size of the <Item> is correct. As a reminder, except for damaged units, there are no returns on installed items and non-installed items are subject to a 35% restocking return fee.” Accepted Claim Credit/Buyout:
“<Customer Name>, I will forward your decision accepting the Claim Credit/Buyout. Your reimbursement will be processed within 3-5 business days.” |
Deductible Balance Due
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“<Customer Name>, our records indicate there is a balance of <Amount> due on your deductible. The amount is required prior to <ordering your replacement/processing your claim credit>.” Attempt to conference customer with Accounts Receivable for collection. If no answer, advise that our Accounting Department will call to arrange payment for the balance. “Our Accounting Department will call you to arrange payment for the balance”
DO NOT transfer the call to Accounts Receivable.
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