MyAccount: Request Service

MyAccount: 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 MyAccount. 

Alert
Any items with stars next to them are Required Fields.

  1. On the Dashboard, click Request Service.
  2. The What To Expect screen will display advising customer of what to expect during this process. Click Continue
    1. If they don't want to see this information in the future they can click the Don't show this again box.

  3. On the Service Contact Information screen, customer will then verify their contact information and select how they would like to be contacted, then click Next.
    1. Verify phone number is filled in and Primary is selected
    2. Verify email address

  4. On the Submit A Service Request screen, select the Product Type. Customer can either select the icon of the item or use the first 3 dropdowns to select the information. Once the product type has been selected, continue to the following dropdowns.
    1. In the Category field, they will select the trade (Plumbing or Plumbing Stoppages, Electrical, Appliance, HVAC, Central Vacuum System, Garage Door, Locksmith Service).
    2. In the Item filed, they will select the item that is failing.
      1. These will be filtered based on what category was selected.
    3. In the Location field, they will select where the item is located in the home.
    4. In the Symptoms field, they will select what is going on with the item.
    5. In the Brand field, they will enter what brand the item is.
    6. In the Model and Serial Number fields, they will enter the model and serial number if they have them available. These are not required but help move the process along faster.

  5. On the Your Service Request screen, the item information will display and show whether an SP has been assigned. Click Next.

  6. The Review your Service Request screen will display. Customer will review and verify that all information up to this point is correct.
    1. The deductible amount will display and must be paid for service to begin. Click Pay Deductible.
  7. On the Make A Payment screen, customer will enter payment information.
    1. Customer will select whether they want to use Credit Card or Paze.
    2. Depending on which option customer selects, they will enter Card Information and Billing Address or Paze Information.
    3. They will review the Terms and Conditions by clicking the link, then click the I Agree box.
    4. Click Pay Now.
  8. The Payment Confirmation screen will display showing all Service Request Information including Service Order Number, What To Expect moving forward, Service Provider Information, and Deductible Amount paid.
  9. The customer will be directed back to the Dashboard where they will see the Service Order listed under Recent Activity.

  10. Throughout the Service Process, the customer can click Service Requests on the left navigation bar. All Service Requests will be listed here with the Status.
    1. For more detailed information, they can click View Details.





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