Cinch Consumer Electronics Plans

Cinch Consumer Electronics Plans

The Cinch Consumer Electronics Plans are a suite of products designed to provide customers with high quality repair and replacement coverage for their electronic devices such as:
  1. TV’s, Computers, Laptops, Home Theaters, Tablets, Wearables (Smart watches), Smart Home products etc.

All Service Requests are handled by Fortegra and are Not entered into Zoho.

Information will be provided to the customer to contact Fortegra to request service and the SB CEC notepad will be documented.

CTI will display the Plan ID: Consumer Electronics.
The Client will be Indra or Indra Energy.

Customers enrolled in ElectronicsProtect will continue to request service through WarranTech.

Plans and Benefits

Plans:
  1. Electronics Essentials
  2. Electronics Entertainment
  3. Electronics Home Office
  4. Electronics Complete Home

Benefits:

  1. Repair/Replacement coverage for covered items

  2. 100% parts and labor for covered repairs

  3. Nationwide Service Network

  4. In-Home Service available for TV’s larger than 50”

  5. Service available 24/7/365

  6. Surge Protection

  7. If the product cannot be fixed, it will be replaced


Electronics Complete Home and Electronics Home Office plans also include:
  1. Accidental Damage Coverage
  2. 24/7 Tech Support 

Service Exclusions

The Cinch Consumer Electronics Plans do not cover the following:
  1. Theft or Loss
  2. Products not located within the covered household
  3. Loss of data (such as computer failure)
  4. Light Bulbs (i.e., projectors)
  5. Pre-Existing Conditions
  6. Neglect, Misuse, or Abuse
  7. Accidental Damage or Handling (unless otherwise specified)
  8. Rust, Corrosion, Warping, or Bending
  9. Animal or Insect Damage
  10. Perils of nature

If the problem is not covered by the service contract, the customer may be responsible for all service fees incurred for such a diagnosis.


Service Request (Claim) Process

  1. All Service Requests are handled by Consumer Electronics Customer Service with Fortegra directly.
  2. Customers may file a claim via:
    1. Online portal cinchelectronics.com
    2. Phone by calling 888-665-7643 (CE Customer Service with Fortegra IVR)
      Advise the Customer of their Contract Number to enter a claim
  3. CS with Fortegra will then:
    1. Collect the Deductible
    2. Find a local service facility for the customer to take the item to, Dispatch a service company to go to the home (TV's larger than 50"), or provide a shipping label to send their product to a service provider
  4. If the customer has either Electronics Home Office or Electronics Complete Home, they will receive Tech Support in an attempt to troubleshoot the issue.
    1. If unable to resolve through Tech Support they will follow normal process to service the item.

Service Expectations and Zoho Info

“Do you have a pen and paper available to write down some important information? 

To request service, you may place a claim online at Cinchelectronics.com or by calling 888-665-7643.

Your contract number is # [xxxxxxxx]. 

You can review your warranty details anytime by going to My Account at: my.cinchhomeservices.com”


Zoho Info:
  1. In Zoho Under Contracts click the Service Initiation & Status button to display an Information Pop-up including Consumer Electronics Customer Service with Fortegra’s contact info to provide to the customer.
  2. Click Notify Customer to send them an email and/or text message including the CE Customer Service contact info.
  3. Click OK to close the box.
  4. Notate the CEC in ServiceBench. 



If a customer calls CS regarding an escalation related to their Consumer Electronics claim, Warm Conference the customer in with Fortegra at 888-665-7643 for proper handling.

CEC Note Example

Subject Field: Electronics Service Request


Note:
Name: Mary Johnson
Reason: Request service for TV
Details: TV not working at all
Action: Advised customer to contact CE Customer Service with Fortegra to request a claim
Closing: Customer understood 

TIMX SCM 

In TIMX SCM when opening a Consumer Electronics plan a pop-up will display the CE Customer Service with Fortegra information for CE (Consumer Electronics) customers:


Fortegra Service Scenarios

Carry In Service

Depot Service

In Home Service

Customer is responsible for taking their product to and from the designated repair facility.

Customer will ship the product to a designated repair facility.

Fortegra will provide the PRE-PAID shipping label to the customer.

Product will be shipped back to the customer when repair is completed.

For TV’s 50” and larger

Service technician assigned by Fortegra

Technician will go to customers home to repair/bring back to service facility (if necessary) the TV

An adult over 18 must be home at the time of the service call

In home service hours are Monday – Friday 8AM – 8PM

Plan Pricing Info

All plans have a $75 Deductible and a 30 day review period once enrolled.
Plans may have a Claim Limit of $1000 or $2000, with Annual Aggregates of $2500 or $5000.


Electronics Essentials Plan:

Product Name

Electronics Essentials Plan

Type of Product

Warranty

Channel

All

Fulfillment Kit Language(s)

English

Monthly Pricing

$14.99

$19.99

Annual Price

$179.88

$239.88

Deductible

$75.00

$75.00

Claim Cap

$1,000

$2,000

Aggregate

$2,500

$5,000

Dormant Days

30

CHS Customer Care #

844-324-5684

Fortegra Customer Care #

855-452-4753

Product ID # (ENG)

44782

44783

Products covered:

TV’s, Laptops, Tablets, Wearables (Smart Watches), Monitors, Keyboard, Mouse, External Hard Drive, Bluetooth Speakers, Headphones, Printers, Video Game Consoles & Accessories


Electronics Entertainment Plan:

Product Name

Electronics Entertainment Plan

Type of Product

Warranty

Channel

All

Fulfillment Kit Language(s)

English

Monthly Pricing

$9.99

$14.99

Annual Price

$119.88

$179.88

Deductible

$75.00

$75.00

Claim Cap

$1,000

$2,000

Aggregate

$2,500

$5,000

Dormant Days

30

CHS Customer Care #

844-324-5684

Fortegra Customer Care #

855-452-4753

Product ID # (ENG)

44780

44781

Products covered:

Flat Panel TV, Wearable, Monitor, External Hard Drive, Computer External Speakers, Audio Headset, Audio Subwoofer/Amplifier, Digital Media Receiver, Amplifier, Headphones, Audio Receiver, Audio Switchers, Home Theater Speaker Package, Digital Video Recorder (DVR), Blu-ray DVD Player/Recorder, Receiver – Video, Video Game Console & Accessories, Digital Satellite Receiver, Hubs/Home Controllers, Ereader, Touch panel (Handheld, Interface, Tabletop, Wall Mount, Wireless)


Electronics Hone Office Plan:

Product Name

Electronics Home Office Plan

Type of Product

Warranty

Channel

All

Fulfillment Kit Language(s)

English

Monthly Pricing

$14.99

$19.99

Annual Price

$179.88

$239.88

Deductible

$75.00

$75.00

Claim Cap

$1,000

$2,000

Aggregate

$2,500

$5,000

Dormant Days

30

CHS Customer Care #

844-324-5684

Fortegra Customer Care #

855-452-4753

Product ID # (ENG)

44778

44779

Products Covered

Flat Panel TV, Desktops, Laptops, Tablets, Wearables, Monitors, Mouse, Keyboard, External Hard Drive, Computer External Speakers, Audio Headsets, Printers (Inkjet, Laser, All in One), E-reader, Accidental damage in handling (ADH) and 24/7 Tech Support


Electronics Complete Home Plan:


Product Name

Electronics Complete Home Plan

Type of Product

Warranty

Channel

All

Fulfillment Kit Language(s)

English

Monthly Pricing

$24.99

$29.99

Annual Price

$299.88

$359.88

Deductible

$75.00

$75.00

Claim Cap

$1,000

$2,000

Aggregate

$2,500

$5,000

Dormant Days

30

CHS Customer Care #

844-324-5684

Fortegra Customer Care #

855-452-4753

Product ID # (ENG)

44774

44777

Products Covered

Flat Panel TV’s, Desktops, Laptops, Tablets, Wearables, Monitors, Mouse, Keyboard, External Hard Drives, Computer External Speakers, Audio Headsets, Printers (Inkjet, Laser, All in One), Audio Subwoofer/Amplifier, Digital Media Receiver, Digital Media/Music Manager, Amplifier, Headphones, Receiver – Audio, Home Theater Speaker Package, Audio/Video Component, Digital Video Recorder (DVR), SD/HD/Blu-ray DVD Player/Recorder, Home Theater Battery Pack, Home Theater Cooling Fans, Home Theater Components, Home Theater in a Box, Receiver – Video, Video Game Console & Accessories, Digital Satellite Receiver, Audio Speakers, Speakers (Powered, In-Wall, Outdoor), Home Theater (HT) Power Distribution, Security Cameras, Hubs/Home Controllers, Ereader, Thermostat, Doorbell, Door Locks, Touch panel (Handheld, Tabletop, Wall Mount, Wireless), Accidental damage in handling (ADH) and 24/7 Tech Support

Additional Plan Terminology

No Lemon Policy: During the term of this Agreement, and subject to Our Limit of Liability, after three (3) service repairs have been completed on the same component of an individual Covered Product and that Covered Product component requires a fourth repair, as determined by Us, We will replace it with a product of comparable performance. If We replace the Covered Product, all Our obligations for the Covered Product under this Agreement terminate. 


ACCIDENTAL DAMAGE IN HANDLING (“ADH”) Included in Complete Home and Home Office: Your Covered Product is protected against accidental damage in handling such as drops and excessive scratching to frames after such an incident occurs. ADH only covers operational or mechanical failure caused by an accident from handling and does not include protection against theft, mysterious disappearance, misplacement, reckless, abusive, willful or intentional conduct associated with handling and use of the Covered Product, cosmetic damage and/or other damage that does not affect the unit functionality, damage caused during shipment between You and Our service providers and any other limitations listed in the “What is Not Covered” section of this Agreement. Any resultant damage from this type of treatment is NOT covered by ADH. For the purpose of this Agreement, Accidental Damage is defined as a single, unexpected, sudden and unintentional event and does not include accumulated damage from continual or multiple events. The use of this coverage requires an explanation of where and when the accident occurred as well as a detailed description of the actual event. For cracked screens on Televisions, Laptops and Tablets, coverage is limited to one repair or replacement per Covered Product, per coverage term.

Fortegra Customer Online Claim Portal Example:



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