Cinch and Sam's Warranties

1. Air Conditioning - Visit period February 15th to May 15th
   
2. Heating System - Visit period August 15th to November 15th

Item to select when initiating PM service:

1. Preventative Maintenance – Air Conditioning
   
2. Preventative Maintenance – Heating System 

Cinch PM Coverage is for the number of units the customer has warranty coverage for.

Sam's Club PM Coverage is for 1 unit per PM visit. 

Note: Some Cinch contracts may reflect the PM benefit information on the Dec Page:

Sears Warranties

1. Air Conditioning - Visit period February 1st to May 15th
   
2. Heating System - Visit period August 1st to November 15th
   

1. Sears will cover Preventative Maintenance for up to 3 different units.
2. Sears Downsell Warranty Plans DO NOT include Preventative Maintenance.
   

Cinch Proactive PM Pilot

Note: The customers current plan name will remain the same and may not reflect “PM”.

TIMX SCM will display the following pop-up upon opening a contract including the Proactive PM benefit:

The PM visit can be used for 1 Heating unit:

• Ask the customer “Is this the only Heating system in the home?” 
  If No, “Would you like to request additional maintenance for $49 per unit?”
• Must select item: PM – Heating, Venting, & Air Conditioning
• Request may be entered between 10/16/24 – 12/15/24
• Each PM service request has a $49 Deductible
• If the customer requests a PM visit on more that 1 unit, create a New PM Service Request for Each Unit, up to a maximum of 5
• If entering more than 1 PM request but the additional request does not assign to the same SP, Force assign to the same SP with assistance from a Supervisor

NOTES: If the customer mentions any Issue with the Heating System this is Not a PM, and you would enter a Warranty Service Request.

If the customer advises the SP about an additional unit after initiation, they will be advised to call in and request an additional PM visit.

Email Customer Example:

Gold Warranties

1. Appliances
   
2. Electrical
   
3. Heating, Venting, & Air Conditioning
   
1. We suggest scheduling this visit during the Spring or Fall months so temperatures will allow the technician to check both systems.
4. Plumbing
   

Process

Zoho

1. Locate the customers account using either the link on the CTI pop-up or the find/search functions.
   
2. On the Customer Account page, click Expand Menu and select Contracts.
   
3. Verify contract information is correct, then click Initiate Service.
   
4. Zoho will automatically create a Case for the Service Request. Click Expand Menu and select Service Request.
   
5. Under the Area & Trade tab:
   
1. Update the Service Request Type to Preventative Maintenance
   
2. Select the Trade
   
3. Event Type and Severity will remain Standard
   
4. Click Next
   
6. Under the Item & Brand tab:
   
1. Item will be Preventative Maintenance - <Item>
   
1. Cinch and Sears Warranties:
   
1. Preventative Maintenance - Air Conditioning
   
2. Preventative Maintenance - Heating System
   
2. Gold Warranties:
   
1. Preventative Maintenance - Appliance
   
2. Preventative Maintenance - Electrical
   
3. Preventative Maintenance - Heating, Venting, & Air Conditioning
   
4. Preventative Maintenance - Plumbing
   
3. Hawaii Sears Appliance Warranties:
   
1. Preventative Maintenance - Appliance (Covers Refrigerator Only)
2. Brand will be Other
   
3. Enter Verify in the Model/Serial Number fields
   
4. Select Only Unit from the Location dropdown
   
1. If there are multiple units, select Verify and enter the number of units in the Special Instructions and Comments fields
   
5. Select the Problem Code from the dropdown
   
1. Preventative Maintenance Event
6. Enter Preventative Maintenance in the Problem Description
   
7. Click Next
   
7. Zoho will auto assign to the highest ranked SP with availability.
   
8. SP information will populate.
   
9. Scroll down to the Service Job section:
   
1. Enter Preventative Maintenance Service Request in the Service Description field
   
2. Click Next
   
10. The Deductible screen will populate showing a Deductible Amount of $0, click Confirm Appointment.
    
11. Advise customer of Service Job Number and SP information.
    
12. Scroll down to the Comments section and enter the details of the call, then click Save All.
    
13. Log Call.
    

ServiceBench

1. Locate customer record using Customer Search.
   
2. In the CEC, click New Job.
   
3. The Create Service Order page will populate with the customers information.
   
4. Under the Customer section:
   
1. Service Request Type: Select Preventative Maintenance
   
5. Under the Products section:
   
1. Product Line: Select the item that requires preventative maintenance
   
1. Preventative Maintenance Product Line values will start with Preventative Maintenance and are specific to the trades covered within the customers agreement
   
2. Model/Serial Number: Enter N/A
   
3. Brand: Select the brand of the appliance or Other for all other trades
   
4. Unit Location: Select where the item is located in the home for appliances, select Only Unit for all other trades
   
6. Under the Service Description section:
   
1. Description: Enter Preventative Maintenance Service Request - Standard
   
2. Severity: Select Standard
   
3. Click Save
   
7. The Edit/View Service Order screen will populate with the Service Order ID.
   
8. Click Add Service Job.
   
1. If the contract is not entitled for Preventative Maintenance, an error will display at the top of the screen. Copy the error message into the Description field in the Service Description section, then click Complete.
   
9. The Create Service Job page will populate.
   
10. Under the General Information section:
    
1. Problem Description: Enter Routine Maintenance Check Requested
   
11. Under the Products section:
    
1. Problem Code: Select Preventative Maintenance Event
   
2. Click Find Service
   
12. The Select Service Provider page will populate with the highest ranked SP's with availability selected, click Continue.
    
13. The Availability Calendar will populate.
    
1. Select a Date/Time, then click OK on the Select Time pop-up.
   
14. The Edit/View Service Job screen will display, click Submit.
    
15. Enter details of the call in the Comments and click Save.

Visit Period dates, PM visits previously requested, and checklists can be viewed in the Entitlement section on the job.

PM Checklists