Return-For-Repair

Return-For-Repair

Overview

The Repair-For-Return Program allows us to send eligible control boards that have failed to a distributor to be repaired. The control board is then sent back and used to complete the repair resulting in less need for replacement decisions.

When a control board is required to complete a repair and the Service Provider indicates the control board is either no longer available or identified as discontinued from Marcone (by service provider or agent), an eligibility search is required. Research, Authorizations, and Escalations Agents will complete the RFR Eligibility Search Form to perform the search. Service Providers will have a similar tool to perform the search themselves.

When Process Applies

  1. All Cinch Agents trained to request parts for research or trained to self-service from Marcone
  2. Control Board is identified as NLA by the Service Provider or discontinued in Marcone
  3. The NLA Control Board is the only blocker to continue with the repair

RFR Eligibility Search

  2. Enter the Service Job Number, Part Number, select your Department, then click Submit
  3. Search results will be sent to your email within a few minutes
  4. If search results indicates:
    1. Part is INELIGIBLE for RFR, proceed with standard process to request or source Cinch parts
    2. Part is ELIGIBLE for RFR, follow department specific steps below
  5. Document the results of the search in your note:
    1. RFR Search confirmed <Part Number> is ineligible for RFR
    2. RFR Search confirmed <Part Number> is eligible for RFR

Authorizations & Escalations Eligible Process

  1. Add all required parts to the Part Line, including the control board eligible for RFR
  2. Ensure Part Line is fully updated, then set the Part Status to Order Requested and Part Source to Cinch Home Services
  3. Instruct the Service Provider to pull the original board while still in the customers home
    1. If the Service Provider is not currently in the customers home, the assigned Research Specialist will contact the Service Provider to provider instructions
  4. Inform the Service Provider they will be contacted via email by a Research Specialist with the next steps

Parts Sourcing Eligible Process

  1. DO NOT source any other available parts required for the job
  2. Set your task to In Progress2
  3. An RFR trained Research Specialist will assign the task to themselves and take over responsibility for the job

RFR Management Eligible Process

  1. Designated Research Specialist will manage the RFR Order after the initial search through delivery and repair completion

Service Provider & Distributor Eligible Process

  1. Service Provider pulls control board while at customers home
  2. Cinch sends a shipping label for control board to Service Provider
  3. Service Provider takes control board to UPS to ship to Distributor
  4. Distributor receives control board and repairs
  5. Distributor sends control board back to Service Provider
  6. Service Provider completes repairs


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