LG Appliance Service Requests

LG Appliance Service Requests

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

How It Works

When a customer places an LG brand appliance request with Cinch:
  1. The request will be assigned to a dedicated LG account. The LG team will identify requests needing dispatched and assign them to a technician.
  2. LG will update the Service Job in ServiceBench to indicate that the customer has a confirmed appointment.
  3. LG will reach out directly to the customer to schedule their appointment via phone, text, and email.
  4. LG will provide all parts.
    1. If parts are NLA, LG will send a notification to the Cinch Parts Sourcing department advising that parts are NLA and replacement is needed.
  5. LG will manage all customer communication every step of the 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 an LG Brand Appliance Service Request, 'SP WILL COLLECT' CANNOT be selected for any reason during deductible collection. You may waive the payment IF a standard waive reason applies.

Appointment Confirmation

Once LG dispatches the request to a technician, the customer will receive an automated confirmation message via email, SMS, and/or phone call.
The LG confirmation message will include:
  1. Appointment Date
  2. Technician Name and Contact Information
  3. Receipt Number (RNN)
    1. Customer can use this number to look up their request via LG.com
SAMPLE LG CONFIRMATION EMAIL:

Repairs and Replacements

LG will make the decision whether the item is repairable or if the item needs to be replaced.
  1. If the unit is repairable, LG 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 transfer them to LG Customer Support at (855) 683-8878.
  2. If the unit is non-repairable or parts are NLA, LG 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 transfer to LG once the sub-status has reached Pending Replacement Decision.

Processes by Department

Customer Service-Follow Up Calls

If a customer calls to check the status of an LG request, first determine if the job has been dispatched. If the sub-status is 'Confirmed Appointment', the request has been dispatched.

Scenario

Action

Job has been dispatched

Point the customer to their email inbox – they should have the LG appointment confirmation that includes the Receipt Number and a link to the LG web portal where they can check status.

If the customer does not have the email, give them the Receipt Number and LG website info so they can check the status of their request.

  1. Receipt Number: Located in the Service Job comments (RNN)
  1. LG Portal: www.lg.com/us/support/repair-service/track-repair

Job has not been dispatched

Instruct the customer to wait 24 hours for the appointment confirmation. Assure them that they will receive communication once a technician has been assigned.

If it has been more than 2 business days since the request was created and it is still awaiting dispatch, it is acceptable to direct them to the LG Support Team.

  1. LG Customer Support TFN: (855) 683-8878
Warning
  1. DO NOT reassign the Service Job if it is assigned to the LG Appliance account.
  2. DO NOT create a CL-Autho Task Exception to resolve issues on LG Assigned Service Jobs.
    1. Any scheduling concerns should be directed to LG for resolution.

Escalations

Team

Procedure

Customer Service

If you are unable to get a satisfactory answer to your customer’s concern by calling LG Customer Support (855-683-8878), please contact the Tier 1 Escalation Team for further assistance.

Tier 1 Escalations

For unresolved issues after contacting LG Customer Support (855-683-8878), please contact your site contact. They in turn will escalate to Cinch for e-mail treatment (Cinch Customer Manager).

If you have an urgent issue (medical, legal, etc.), transfer to Tier 2 Escalations Team.

Captive Escalations

Internal (Captive) Teams:

Ensure that LG Customer Support (855-683-8878) has been contacted, as most issues are able to be resolved.

You may email 


Partner (BPO) Teams:

For BPO Tier 2 agents, warm transfer the call to skill 517.



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