Microwave Auto Replacement
Microwave Auto Replacement
When service is initiated for a Microwave in Zoho or through My Account, it may meet the criteria to automatically be replaced rather than a technician being dispatched to diagnose.
Zoho Initiation
During Appliance initiation in Zoho, after Microwave is selected, 2 new sections will display:
Style - Over the Range, Built-In, Wall Oven Combo, or Drawer
Cook Type - Standard, Convection, or
Speed cook (Advantium)
Sears warranty customers are excluded.
Only Standard Over-the-Range or Built-In microwaves will be eligible for Auto-Replacement.
If the microwave is a Standard Built-in or Over-the-Range unit, we must try our best to obtain the Model and Serial Number.
Follow current procedure and ask for the Model and Serial number. If not provided, use the following suggested scripting:
"In order to see if your microwave may be eligible for replacement, are you able to provide your model and serial number?"
If unable to obtain this information, ask additional questions later in the process to get attributes for our part sourcing team.
If the Microwave is eligible for Auto-Replacement you will see a Replacement Options pop-up.
After moving forward with Replacement, the request will update to show Cinch Automated Replacement as the SP account assigned.
Copy Cinch Automated Replacement and paste into the Service Description field.
If the customer has a Replacement Deductible, the full replacement deductible will be collected at the time of initiation.
Collect payment as normal and submit the service request.
To ask for Microwave Attributes for part sourcing use the following probing questions:
- What color is the unit?
- Can you tell me the size, cubic feet?
- Does the unit have a trim kit around it?
- If yes - Is the trim kit 27 or 30 inches wide?
- Is there any additional information about your microwave you would like to provide?
Service Expectations to relay upon SJ submission:
"You will receive an email within 2 business days including your Microwave replacement options and next steps.
Is there anything else I can assist you with today?"
Notate the job as normal.
My Account Initiation
If Cinch has not previously approved to replace the model entered, Then the system will advise the Microwave qualifies for a replacement, and the customer will then be presented with selecting to move forward with a Replacement or a Claim Credit.
There is a Note stating "If neither option works and you would prefer repair service, contact customer service", this is for scenarios where the customer would rather a technician come out in hopes their unit may be repaired instead of replaced.
Sears Warranty customers are excluded.
Depending on the selection made, the proper Exception/Task will automatically be created for Parts Sourcing to research a replacement to provide options and/or calculate a claim credit.
For the Replacement selection, the customer will receive an options email to review the model online prior to accepting the order.
If the customer selects Claim Credit, Then they will be provided with options to receive an Electronic JP Morgan Concourse Payment (received in 72 hours) or to receive a Check in the mail (received in 7-10 business days
Once Replacement Options are sent to the customer, follow normal procedures and create the appropriate exception needed to move forward with the order or claim credit accepted.
Automated System Updates
SP Account Assigned
When the customer makes their selection regarding the Microwave replacement, the service job is created.
The account "Cinch Automated Replacement" is assigned as the "SP".
Zoho:
ServiceBench:
Sub-Status and Service Explanation
When the customer makes their selection for the Microwave Replacement or Claim Credit on My Account, the job Sub-status updates to "Customer Accepted Repair/Replace" and the Service Explanation "Job approved for automated replacement" is auto-populated.
Automated Exceptions
Depending on the customer's decision the appropriate exception will automatically be created in SB with the comment "Automated Decision"..
Automated Comments
When an Automated Replacement Decision is made through My Account, there will be an auto-generated comment stating "Job approved for automated replacement.".
Ignore the automated Repair Help comment as it does not apply.
Automated Customer Email Example
Related Articles
My Account: Claim Credit-JP Morgan Concourse Payments
When options are ready for a customer to review, the Service Request in their My Account Portal will be updated with those options. If their decision is to accept the Claim Credit and they would like their funds transferred electronically, JP Morgan ...My Account Troubleshooting
Issues Signing In/Registering Customers may call in and state that they are having issues logging in to their My Account portal online. When this happens, first ask the customer probing questions: "Have you registered in My Account already?" If Yes, ...My Account: Customer Registration
If speaking to a customer that has not registered for My Account yet, be sure to give them the contract specific URL so they are able to register. Cinch Warranties: https://my.cinchhomeservices.com Sears Warranties: https://my.searshomewarranty.com ...My Account: Introduction
My Account is a customer facing portal where customers can log in to create a service request, check the status of an existing service request, update their profile, submit payments, view coverage, and download their contract. My Account also has a ...My Account: Request Service
Once the customer has registered for My Account and logged in, they are able to submit a Service Request through the portal. Below are the customer steps to request service in the case a customer calls in for assistance submitting the request through ...