Research Escalation: Creating Exception

The Research Escalation Exception is created when there is an escalated research request. Creating this exception notifies Parts Sourcing to review the request at a higher priority.

This exception is ONLY to be created by Escalations, Authorization Specialists, Authorization Supervisors , and Support Services .

1. Create the exception in Open status.
   
2. Enter the appropriate Comment exactly as shown below in the Exception Comment.
   

   Reason	Exception Comment
   Incorrect parts/equipment ordered	Incorrect Research
   Customer has a VALID replacement dispute	Replacement Dispute
   Parts were never sent to research	Research Needed
   High Priority Escalation	Priority Research
   Exception was created in error	Error

3. Enter the required information with a brief description of the reason in the Service Job Comments using the below Note Template :
   
1. RESEARCH ESCALATION REQUEST:
   Replacement Dispute-Customer has a French Door Refrigerator, Side by side was researched

Guidelines

Exception Comment	Create the Exception	Do Not Create the Exception
Incorrect Research	Incorrect parts or equipment were ordered. Verify correct parts and update job.	Parts or replacement not ordered. Tracking parts.
Replacement Dispute	Customer has a valid replacement dispute. Verify the replacement offered against the Appliance Feature Matching Guide.	Customer does not have a valid replacement dispute. If replacement matches what we are required to match, DO NOT create exception.
Research Needed	Research Request was not created correctly or completed prematurely. Check Zoho for Open Research Request Task	Research is active and within 48 hours.
Priority Research	Research is active, but not completed within 48 hours AND is a Medical Emergency, customer threatening BBB/Social Media, ongoing leak, or Service Order over 30 days.	Research is active, but not completed within 48 hour AND NOT a Medical Emergency, customer threatening BBB/Social Media, ongoing leak, or Service Order over 30 days.

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