Handling Delays

Handling Delays

A delay in service can cause any customer to escalate. When a job is delayed, we need to determine if Cinch or the Service Provider is causing the delay, what is the issue causing the delay, and what we can do to correct the issue.

Cinch Delays

SP Assignment Delay

Customer called in to advise they are still waiting for an SP to be assigned to their request.
  1. Verify job was sent to Dispatch
    1. Job should be assigned to Procure Vendor
  2. Verify job is still in Dispatch
    1. If job has already been assigned to an SP, advise customer of the SP’s information and to contact them for scheduling.
  3. Use Service Locator to attempt to locate an available SP
    1. Call all SP’s listed
    2. Offer Travel Fee if needed
  4. Assign
    1. If SP is located, assign the job to them and conference customer to schedule appointment.
    2. If no SP is located, assign to APO following the APO Process.

Research Delay: Parts not sent to research

After reviewing the job, you see that a service report has been entered but the parts were not sent to research.
  1. Verify that parts/equipment are not showing in the research queue
  2. Create the TSS-Research Escalation Exception
    1. Enter “Research Needed” in the Exception Comment

Research Delay: Research not completed

It has been over 48 hours AND the job is a Medical Emergency, customer is threatening BBB/Social Media, there is an ongoing leak, or the Service Order is older than 30 days.
  1. Create the TSS-Research Escalation Exception
    1. Enter “Priority Research” in the Exception Comment

Order Delay: Incorrect Parts Received

SP is advising the wrong parts were received.
  1. Confirm the correct part information
  2. Ask if SP is able to supply and get their cost
    1. If not, create a new part line and send to research
  3. Create the PR-Return Exception to get wrong parts back from SP

Order Delay: Incorrect Replacement

Customer advises the wrong replacement unit was delivered.
  1. Verify the unit delivered does not match what the customer accepted
  2. Create a new part line and send to research
  3. Confirm if the deliver company took the unit back or if it is still at the home
    1. If still at the home, create the PR-Return Exception to have unit picked back up and returned

Order Delay: Order Not Submitted

After reviewing the job, you see that the order was never submitted.
  1. Confirm that SP has verified equipment will work or that customer has accepted the replacement unit
  2. Create the TSS-Order Equipment Exception
  3. In the Exception Comment enter:
    1. For SP: SP verified equipment would work
    2. For customer: Customer accepted replacement

Claim Credit/Reimbursement Delay

Customer is advising they have not received their claim credit or reimbursement.
  1. Confirm the job status is set to completed and there are no open escalations on the job or claim
  2. Verify a claim credit has been accepted and check the status
  3. Check TIMX AP to verify if check has been processed and mailed
  4. If claim status is Paid and 14 days have passed, create a stop payment

Document Review Delay

Customer states they sent in documentation for review.
  1. Review the job to see if documents are attached
  2. Review notes for any updates regarding documents being received
  3. If no update, ask customer to send the documents to the Support Services.
    1. Email: supportservices@cinchhs.com
    2. Advise customer to include their name and service job number

Replacement Delay

Replacement was ordered but has not been delivered and ETA has passed.
  1. Verify the distributor and follow their specific tracking process
  2. If SP supplied, contact them directly
  3. If unable to find information, fill out and submit the Purchasing Escalations Form
Distributors should ONLY be contacted by the Purchasing Department!!
  1. Each distributor has a preferred method of contact.
  2. If Cinch reaches out using a different method, it could cause delays on the job as not everyone at the distributor is trained to handle Cinch accounts.

SP Delays

Appointment Delay: First Appointment

Customer advises SP has not contacted them to schedule diagnostic appointment or was a no call no show.
  1. Verify when the job was created and how much time has passed
  2. Attempt to contact the SP to schedule for the customer
  3. Reassign if needed

Appointment Delay: Repair Appointment

Customer advises SP has not scheduled the repair appointment or was a no call no show.
  1. Attempt to contact the SP to schedule for the customer
  2. Create a Public with Email comment
    1. “Please contact the customer to schedule the repair appointment. Thank you.”
  3. For extensive delays, offer a claim credit or reassignment

Service Report Delay

Customer advises SP was at the home for diagnostic appointment however there is no service report in the system and 48 hours have passed.
  1. Attempt to contact the SP and transfer them to Autho to give report
  2. If no answer, leave a VM and enter a Public with Email comment
    1. “Please call our Authorizations Department to provide the Service Report. Thank you.”
  3. Create the CL-Autho Exception and enter “RN” in the Exception Comment
DO NOT create a Public with Email comment or CL-Autho Exception for Sears.

Additional Information Needed

After reviewing the job, you see that we are waiting on additional information from the SP.
  1. Attempt to contact the SP to gather the information needed.
  2. If no answer, leave a VM and enter a Public with Email Comment
    1. “Please call our Authorizations Department to provide additional information regarding this job. Thank you”
  3. Create the CL-Autho Exception and enter “AI” in the Exception Comment
DO NOT create a Public with Email Comment or CL-Autho Exception for Sears.

Unable To Contact

We have been unable to reach the SP to confirm parts have been delivered or equipment has been picked up.
  1. Attempt to contact the SP to confirm delivery/pickup
  2. If no answer, leave a VM and enter a Public with Email Comment
    1. “Please confirm delivery of equipment and contact the customer. Thank you”
  3. If delay is more than 5 business days, email the Area Manager


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