Microwave Auto Replacement

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.


Info
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. 


Collect their deductible payment as normal and submit the service request.

Info
There will no longer be a Replacement Deductible owed for a Microwave.

To ask for Microwave Attributes for part sourcing use the following probing questions:
  1. What color is the unit?
  2. Can you tell me the size, cubic feet?
  3. Does the unit have a trim kit around it?
    1. If yes - Is the trim kit 27 or 30 inches wide?
  4. 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. 

Info
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

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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.".
Info
Ignore the automated Repair Help comment as it does not apply.


Automated Customer Email Example




Dispatch Team - Microwave Replacements

In an attempt to replace all approved style Microwaves upfront, we will send applicable microwaves over to our research team for replacement.

For a microwave to be sent over to research it must be a Standard Cook Type and is a Built-in or an Over the Range Style unit.
  1. Review the service job and if the Model/Serial information is present:
    1. Complete a google search with the model number to verify the cook type and style
      1. Approved: Contact customer and advise:
        “We are researching a possible replacement microwave for you and will send you an email within 2 business days including your replacement options and next steps. Is there anything else I can assist you with today?”
        1. Leave a VM if no answer
        2. Skip to Job Reassignment to move the job forward
      2. Not Approved: Dispatch a service provider as normal.

  2. Review the job and if there is No Model and Serial information present:

    1. Contact the customer up to 3 times to obtain the model/serial information and unit attributes

      1. "In order to see if your microwave may be eligible for replacement, are you able to provide your model and serial number?”

    2. Complete a google search with the model number to verify the cook type and style:

      1. Approved then ask for additional attributes:

        1. What color is the unit?

        2. Can you tell me the size, cubic feet?

        3. Does the unit have a trim kit around it?

          1. If yes - Is the trim kit 27 or 30 inches wide?

        4. Is there any additional information about your microwave you would like to provide?

        5. Advise: “We will now be researching a possible replacement microwave for you and will send you an email within 2 business days including your replacement options and next steps. Is there anything else I can assist you with today?”

      2. Not Approved, assign a service provider and advise the customer their unit is not eligible for a direct replacement at this time and set the proper expectations for service.

  3. If no model/serial information is on the job and you are unable to reach the customer, then leave a VM and send an Email to advise:
    “We are researching a possible microwave replacement for you and need additional information about your current unit. Please contact us to provide your model number, color, size, and update on whether or not you have a trim kit installed.”
    Document clearly what information is needed, and go to Job Reassignment to move forward.

  4. Job Reassignment: Manually Reassign the approved Microwave service job to:

    1. Cinch Automated Replacement

    2. Account Number: 700011681

    3. SB ID: 1187970785



  5. Service Explanation enter: Cinch Automated Replacement and Save the job



  6. Update the Part Line to send the Microwave to research for replacement with the following information:

    1. Product Row Number

    2. Part Ordered: Replacement

    3. Quantity: 1

    4. Description: Microwave

    5. Part Source: Select Cinch Home Services

    6. Status: Select Order Requested

    7. Status Date: Select current date

    8. Service Failure Code: Normal Wear and Tear

    9. Part Diagnostic Code: Broken Cracked

    10. Comment: Paste Attributes if obtained from customer

    11. Part Item Code: Microwave



  7. Save the job

  8. Enter full job Note and Save again

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