|
REASON |
SUB REASON |
DESCRIPTION/WHEN TO USE |
|
Call Disconnected |
Dead Air |
Nobody is on the line. |
|
Call Misrouted |
Transfer to another Cinch department |
Caller was misrouted and needs to be transferred to another Cinch department. ONLY Service Providers are to be transferred to Authorizations. |
|
Complaint - CS |
Agent Behavior |
Customer has a complaint about a specific Customer Service Agent. |
|
Long Hold Times |
Customer is unhappy with long hold times in Customer Service. |
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|
Compliment |
Agent |
Log general compliments that come in for an agent. |
|
Cinch |
Log general compliments that come in for Cinch. |
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Service Provider |
Log general compliments that come in for a Service Provider. |
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|
Delay |
CHS 2nd Opinion Request |
Cinch is requesting a 2nd opinion on a job. |
|
Customer Unresponsive |
FOR SOCIAL MEDIA USE ONLY: Temporary reason being used when we don’t have enough information from the customer on the complaint and we have not been able to get a response from them. |
|
|
Documentation Needed from Customer |
We are waiting for information from the Customer. (APO Receipts, Options Decision, etc.) |
|
|
Documentation Needed from SP |
We are waiting for information from the Service Provider. (Service Report, Additional Information, etc.) |
|
|
No Status Update Provided |
Customer does not know the current status of their service request. There is no status update in the job, and it has gotten stuck/not moving forward. |
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|
Parts Distributor – Cinch Provided |
Part ordered by Cinch has not been received and is past the ETA. |
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Parts Distributor – SP Provided |
Part ordered by Service Provider has not been received and is past the ETA. |
|
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Pending Customer Decision |
We are waiting on a decision from the customer. |
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Purchasing – Damaged Order |
Parts/Replacement were received but were damaged. |
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Purchasing - Tracking |
Parts/Replacement have not been received and there is no tracking information in the job. |
|
|
Research – Pending Order Equipment |
Parts/Equipment have not been ordered and customer decision has been made. |
|
|
Research – Processing Error |
Delay is caused by a research processing error such as missing information, not sent to research correctly, incorrect order, etc. |
|
|
SNAD – Locating a Provider |
Dispatch exceeded 48 hours to find a provider. |
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SP Not Responding-NCNS to Appointment/Multiple Reschedules |
Service Provider missed their scheduled appointment, no call no show. |
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SP Not Responding – Replacement/Repair Approved |
Service Provider is not responding to complete the repair/replacement. |
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SP Not Responding – Appointment Needed |
Service Provider has been unresponsive to set an appointment. |
|
|
Job Authorization – Approved Options |
APO Reimbursement Dispute |
Customer is upset about the amount approved for their APO. |
|
Dissatisfied with Cap |
Customer is upset about the Cap/Dollar Limit on their service request. |
|
|
Non-Covered Charges |
Customer is escalating to dispute/discuss the non-covered charges. |
|
|
Options Not Satisfactory |
Customer is not satisfied with the options given to them such as claim credit amount, replacement option, etc. |
|
|
Replacement Deductible Dispute |
Customer is escalating due to the replacement deductible. |
|
|
Job Authorization – Coverage Declined |
Act of God |
Job was denied due to an act of god. (Flood, Freeze Damage, Fire, etc.) |
|
Improper Install |
Job was denied due to improper install. |
|
|
Item Not Covered |
Job was denied due to item not covered. (Request placed on a non-covered item) |
|
|
Lack of Maintenance |
Job was denied due to lack of maintenance. |
|
|
MFG Warranty |
Job was denied due to MFG Warranty. |
|
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Misuse and Abuse |
Job was denied due to misuse and abuse. |
|
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No Mechanical Failure |
Job was denied due to no mechanical failure. |
|
|
Part Not Covered |
Job was denied due to part not being covered. (Part that failed is not addressed) |
|
|
Pest Damage |
Job was denied due to pest damage. (Rodent Infestation, Roach Infestation, etc.) |
|
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Pre-Existing Condition |
Job was denied due to pre-existing condition. |
|
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Unauthorized work |
Job was denied due to unauthorized work. |
|
|
Job History Request ONLY |
Job History Request ONLY |
Inquiry or request for information only. There is NO additional work to be done to satisfy the customer and complete the job.
Customer is asking for their claim summary, and we are creating a summary history letter. |
|
Job Initiation |
Contract Not Found |
Unable to create the service request because no contract is found. |
|
Deductible Dispute – Already Paid |
Customer is claiming they already paid the deductible. (Potential Recall, Same failure outside of recall timeframe, etc.) |
|
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Deductible Dispute – Refuse to pay |
Customer is refusing to pay the deductible. |
|
|
IVR Issue |
Customer tried using the IVR but was unable to initiate service, complaining about IVR functions, unable to get to a live person. |
|
|
MyAccount Issue |
Customer tried to use MyAccount but was unable to initiate service, update payment, not working at all, etc. |
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No Providers Found |
Customer is escalating due to no available providers in the area (APO). |
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Non-Escalation Service Initiation/Inquiry |
Customer is requesting to place a service request or asking about coverage. |
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Recall |
Customer is requesting a recall. |
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Surcharge |
Customer is disputing the surcharge. |
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Membership |
Billing Issue/Dispute |
Billing issue related to membership. |
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Customer wants to cancel – Coverage Denial |
Customer wants to cancel due to coverage denial. |
|
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Customer wants to cancel – Premium Pricing |
Customer wants to cancel due to monthly premium cost. |
|
|
Disputes Enrollment Authorization |
Customer claims they never authorized enrollment in the warranty. |
|
|
Mid-Year Price Increase |
Customer is escalating due to the mid-year price increase. |
|
|
Options/Additions Not added |
Customer states that their request to add options/additions was not honored/completed. |
|
|
Question – Pre-Sales Question |
Customer has not yet enrolled but has questions about the warranty. |
|
|
Reimbursement |
Acct Exec PR Request |
FOR REAL ESTATE ONLY: Request from Account Executive to PR an expense for the customer. |
|
Installation Credit Requested |
Unit was not installed, and customer is requesting an install credit. |
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Not Processed/Received – Check |
Customer did not receive the reimbursement via Check. |
|
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Not Processed/Received - ECH |
Customer did not receive the reimbursement via Electronic Payment. |
|
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Wrong Address |
Reimbursement not received, sent to the wrong address. |
|
|
Service Pro |
Conduct – Tech Unprofessional |
Technician was unprofessional with the customer. |
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Reassignment |
Service needs to be reassigned to another service provider. |
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Workmanship – Damaged Item |
Technician caused damage to an item. |
|
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Workmanship – Damaged Property |
Technician caused damage to the property. |