GE Appliance Service Requests

GE Appliance Service Requests

Cinch has entered into a partnership with GE to better service our customers. GE will service our customer's GE brand appliances, which means that they will benefit by being served by only the highly trained, registered, GE Technicians and enjoy faster service!

GE technicians may have uniforms and trucks displaying the GE Service Brand BODEWELL. 


GE Process

When a customer places a GE brand appliance request with Cinch:
  1. The request may be assigned to a dedicated GE Appliances account.
    2. For a multi-item request, if only 1 appliance is a GE Brand, the requests may be assigned to 2 different Service Professionals. The customer will only be responsible for 1 deductible. 
  2. The Cinch Agent will schedule a real-time appointment from the GE calendar.
    DO NOT schedule same day or weekend appointments if showing on the calendar. Technician routes are created at the beginning of the day and appointments added later may not update on the tech's route.  
    1. Give the customer the GE Customer Service Support phone number (800)626-8690 to follow up on their appointment
    2. Hours of operation are Monday-Friday, 7AM-4PM CST
  3. The GE Technician will reach out to the customer twice through an automated system on the day of their scheduled appointment.
    1. Ensure the correct contact number is on file
      1. If the technician needs to call a different phone number, then contact GE Support to advise at (800)626-8690
    2. The GE Technician will also try to call the customer directly
      1. Advise customer this may show as a blocked number
    3. If customer does not answer, GE Dispatch will try to contact them on the third attempt
      4. The customer MUST answer the confirmation call or their appointment will be missed and their Service Request will be sent to Dispatch for reassignment (The Service Job Status will be updated to Rejected and placed in our dispatch queue).

      Scripting to advise the customer:
      "On the day of your scheduled appointment, GE will make 3 attempts to contact you by phone. It is very important that you answer the confirmation call or your appointment will be missed and your job will be reassigned."
  4. GE will update the Service Job in ServiceBench with the Service Report, and statuses regarding part orders.
  5. GE will provide all parts.
    1. If parts are NLA, GE will send a notification to the Cinch Parts Sourcing department advising that parts are NLA and replacement is needed.
  6. GE will manage all customer communication every step of way unless a replacement decision is made.
    1. If the decision to replace is made, Cinch will take over communication to offer options and move forward with the replacement.

Collecting Payment

When initiating a GE Brand Appliance Service Request, "SP WILL COLLECT" CANNOT be selected during deductible collection.

If the customer is unable to pay their deductible, agent will reassign the Service Request to another provider and follow normal procedures by reviewing the situation with a supervisor. 

Repairs and Replacements

GE will make the decision whether the item is repairable or if the item needs to be replaced.
  1. If the unit is repairable, GE will order parts, ship them to the customer and schedule the return appointment to install parts.
    1. If the customer calls advising they received the parts and need to schedule the return repair visit, the agent will warm conference the customer in with GE at (800)626-8690.
  2. If the unit is non-repairable or the parts are NLA, GE will inform the customer, update the Service Job Status, and send an email to the Cinch Parts Sourcing department advising a replacement is needed. 
    1. If the customer does not like the replacement offered, please follow our internal escalation process for replacement handling. Do not warm transfer to GE once the sub-status has reached Pending Replacement Decision.
DO NOT contact GE regarding the removal and/or disposal of the old appliance.

Processes by Department

Customer Service-Follow Up Calls

If additional information is needed to assist the customer after reviewing the Service Job Status and Comments, call GE Customer Support at (800)626-8690.
DO NOT create a CL-Autho Task Exception to resolve issues on GE assigned jobs.

Dispatch

If the customer misses the appointment confirmation calls from GE, the ticket with GE will be cancelled. This will update the Service Job Status to Rejected.

Follow normal procedures to reassign the Service Request.

Escalations


Authorizations

GE Technicians and GE Representatives may call into Authorizations to provide Service Report details.
Do Not submit claims against jobs assigned to:

GE Appliances - Factory Services
    • SB ID: 1019568837
    • Account Number: 700005192

Like Sears and NSA, GE's claims are uploaded in batches.
If no claim has been submitted by GE for their charges yet, and you submit/approve a claim against the job it will result in a Rejected claim. 
Support Services will review any claims for GE that are not Approved by System Adjudication. 

Cinch  DOES NOT supply parts for GE assigned Service Requests. DO NOT send parts to research. If the unit is non-repairable or GE advises parts are NLA, they will contact Parts Sourcing to advise a replacement is needed.

Parts Sourcing

GE will send an email to the Parts Sourcing department to advise a replacement is needed.
When sourcing replacement equipment, a new Service Job will need to be created and assigned to:
  1. GE Parts Procurement
    1. SB ID: 1172877907
    2. Account Number: 700011578
If additional information is needed, contact GE Customer Support at (800)626-8690.

Support Services

Please review pricing information below:
  1. $203.50 flat charge for all GE product service dispatches (includes all labor, parts, and diagnostic service call charges).
  2. $385 flat charge for any GE refrigeration sealed system repairs (includes labor, parts, and diagnostic service call charges).
  3. $99 minimum trip charge for cancellations, exclusions, and non-GEA brands.
  4. Preventative Maintenance is not covered for warranty covered products.
  5. Labor warranty is 30days for bill backs to GE on recalls.
    1. Replacement Parts Warranty period is thirty (30) calendar days.
    2. Customer warranty for service after 30 days is still covered by our 180 day workmanship guarantee.





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