FIXD Repair: Customer Service

FIXD Repair: Customer Service

Cinch has recently acquired FIXD, a home warranty company, to further expand our service network and our customer base!

Misdirected Call Handling

Customer calls may be misdirected to Cinch Customer Service teams. Should you speak with a customer who does not have a Cinch or Sears branded warranty, continue to ask probing questions to determine if this is a FIXD warranty customer.

If you determine that the customer does have a FIXD warranty, provide them the phone number and website for FIXD Customer Service
  1. TFN: 844-349-3669
  2. Web/Live Chat Support: www.fixdrepair.com 


Re-Key Service

Services for Re-Key are handled by Mr. Rekey.
  1. To request Re-Key Services, the customer must call 888-677-3539 and follow the prompts for the appropriate service request.
    1. Instruct the customer that when requesting service, they should advise the representative that they have a FIXD warranty, and they will need to provide the following information:
      1. Warranty Number
      2. Name and Phone Number
      3. Address
      4. Email
  2. For call tracking purposes, Customer Service will enter an Inquiry Note in the CEC and Membership Services will enter a note in TIMX SCM in the Communication History Log.

FAQ's

What do I do if a FIXD customer calls in with questions regarding their current FIXD warranty plan?
Customers may also go to the FIXD website (www.fixdrepair.com).

What number should I give FIXD customer that may have questions regarding their Service Job with FIXD?
  1. Phone Number: (844)349-3669
  2. Customers may also go to the FIXD website (www.fixdrepair.com) and can use either the chat bot or they can use their mobile app to chat with an agent.

What do I do if a FIXD customer calls with questions regarding canceling or modifying their existing FIXD warranty?
  1. Refer customer to the FIXD Customer Service Team at 844-349-3669
  2. Select option #1 and then option #2 to request a new service event

    Helpful Links

    i-Knowledge Help System - Partner Teams
    i-Knowledge Help System - Internal Teams

      • Related Articles

      • Service Locator

        While creating a Service Job in ServiceBench, if there are no Service Professionals showing availability on the calendar, the agent must then perform a radius search of all Service Professionals within 25 miles of the customer's zip code. This search ...

      • IVR Service Request

        Customer are able to place Service Requests using the Interactive Voice Response system (IVR). When all required information and entitlement passes: The Service Order and Service Job will show in ServiceBench to include the appointment selected by ...

      • Warranty Service Request

        When a customer calls in to request service on an item in their home that is failing, a Service Request is created. Processes Zoho Locate the customer's account using either the link on the CTI pop-up of the find/search functions. On the Customer ...

      • Sears on Sears Service Request

        When a Sears customer requests service for an appliance, Sears will be the only Service Provider presented for dispatch in the zip codes they service.  Process Zoho When creating a Service Request for a Sears Home Warranty customer, Zoho will ...

      • 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 ...