Appliance 90+ Day Recall Process

Appliance 90+ Day Recall Process

If a Service Provider calls in on an Appliance Recall that is 90+ Days, follow the below steps to determine whether the job qualifies as a True Recall or not. This ensures accurate handling of Service Requests, proper deductible collection, and clear communication to Customers and Service Providers.
Alert
Process ONLY applies to Appliance Trade Recalls OVER 90 days, received by Inbound Authorizations Agents.

Service Provider Calls For Appliance Repair

  1. Collect full report on all pricing and failure.
  2. Determine if the job was placed as a Potential Recall.
    1. If YES, verify if the recall is over 90 days.
      1. If YES, contact the Recall Line (AUTHSP_Recall) for further instructions.

Recall Team Confirms Not A True Recall

  1. Advise Service Provider to collect deductible and follow the recall process to create a new Service Request.
    1. On the Deductible Collection screen, select SP Will Collect. The Service Provider can collect right then or upon return visit.
      1. If the Service Provider has already left the home, send a Public with Email comment notifying them.
    2. If Service Provider advises they will not collect the deductible, reach out to the Recall Specialist for instruction on how to proceed. 
  2. If Customer refuses to pay the deductible:
    1. Advise the Customer that repair approval will remain pending deductible payment and repairs will not be completed until deductible is paid. 
    2. If Customer continue to decline, offer a Claim Credit minus the deductible for any approved repairs.
    3. If Customer escalates, be sure all notes are in the job and saved before connecting to Escalations.
  3. If Customer is unreachable:
    1. Leave a voicemail
      “The warranty covers workmanship for any approved repairs completed. This is a different <Item/Part/Failure> from the original job therefore a new Service Request has been opened. The Job Number is <Job Number>. To proceed a new deductible must be paid directly to your Service Provider. We will send a follow up email."
    2. Open an AUTH-Job Follow-Up Exception
      1. Enter ’90-Day’ in the Comment Field.
    3. Notify the Service Provider via Public with Email comment.

Final Actions

  1. If new Service Request was created:
    1. Notate the cancelled Service Request
      ‘Confirmed this is not a Recall, customer owes new deductible. See new job <Job Number> for further notes.’
    2. Transfer report details to the new Service Request.
  2. If continuing on same Service Request:
    1. Follow instruction from Recall Specialist.

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