Customer Solutions

The hours of operation for the Customer Solution teams will remain the same, with available agents to handle the customer inquiries 24 hours a day, 365 days a year.

·       The Customer Solutions teams will handle all incoming claim inquires, initiate service and authorize warranty claims.

·       Initiate dispatch to a Cinch Service Partner to service the HVAC preventative maintenance request.

·       Process a referral request for appliance and system warranty non-covered repairs. The 25% non-covered discount is applied to qualified service repairs at the time of service when a Sears Technician is dispatched or the discount is reimbursed back to the customer if the service is performed by a Cinch Service Partner.

 

Sears Role

Sears is responsible for the sales and enrollment efforts through their In-Home Tech Sales and In-Bound Paid Call Sales channels. Sears is responsible for...

1.    The dispatch, service and cost associated with the non-warranted repair through the Sears in-bound paid call channel.

2.    Enrolling new customers in the whole home, system and appliance warranties.

3.    Servicing appliance claims and non-covered repair benefit.

·       Sears technicians are dispatched to the non-covered referral request and to appliance claim service requests when Cinch processes the request through the Service Partner Integration scheduler (SPI).

·       If a Sears' tech is unavailable or unable to perform the service, a Cinch Service Partner will be assigned.

4.    Funding of the 25% discount towards the non-covered repairs included in the appliance and system referral benefit.

5.    Administration and underwriting the Shop Your Way (SYW) Reward points. SYW toll free number is 800-991-8708. Cinch agents can refer or cold transfer the customer to the SYW toll free number when they inquire about the SYW bonus points and terms.

6.    Oil Change and Tire Rotation benefit

 

Sears Program Enrollment Terms

1.    The enrollment is processed with advanced payment of the first month premium amount charged to the customer’s credit card or checking account. 2.    The Sears Home Warranty Plans include a 30-day review/wait period prior to the effective date of the coverage, during which time the customer will receive their welcome booklet with the terms and conditions within 7 to 10 business days of the enrollment. 3.    The homeowner can cancel within the 30-days and receive a full refund of the premium paid. 4.    The customer can also cancel at any time during the effective period and may receive a refund based on the terms of the contract.

 

Sears Enrollment Process and Sales Confirmation/Disclosure Scripts

Sears has several customer facing opportunities to explain the warranty product details, compare the cost of repair without warranty coverage versus with the Sears home warranty and enroll interested members in the selected product.

  

• There is a 30-day review/waiting before the Sears Home Warranty plan is effective. All work performed by Sears prior to the effective date of the Sears Home Warranty Plan is setup as non-warranted repair service.
• All enrollments captured by Sears are real time and will show in TIMX SCM once the warranty number is generated.

 

SEARS Enrollment Process
In-Bound Paid Call Sales	In-Home Tech Sales
1.    When the customer contacts Sears to request service on a non-warranty repair, the Sears Paid Call Agent will present the customer with the Home Warranty enrollment opportunity and if the customer chooses to purchase one of the Sears Home Warranty Plan the initial appliance or system repair is paid by Sears up to $500 of the total repair. 2.    During the enrollment, if the Customer inquires about optional coverage, the Sears agent will inform the customer the options can be purchased within the first 60 days of their enrollment and will refer the customer to contact the “Sears Home Warranty Support Center” toll free number (855-256-2467) to Cinch Membership Services. 3.    Sears agents’ will identify Cinch Membership Services and Customer Solutions teams as “Sears Home Warranty Support Center”. 4.    The Sears Paid Call Agent will dispatch a Sears Technician to service the non-warranted repair and the customer is only responsible to pay Sears Technician the $80/$99 service fee towards the paid call and any additional charges in excess of the $500 paid call limit. 5.    If the Customer cancels the warranty plan within the first 12 months, Cinch Membership Services will charge back the cost of the waived paid call to the customer during the cancellation process. TIMX SCM will indicate the amount Sears paid for the repair call to charge back the customer. If there is no paid call amount in TIMX SCM, open a chat session with Sears (call 501-255-1142 if unavailable) to capture the repair amount. Do not provide the 888.826.6975 number to the Customer in this scenario. ·       If the Customer is inquiring about their paid call repair work, they can be warm transferred to the Sears Paid Call Center at 888-826-6975.	1.    Sears Technicians performing in-Home repairs will present the customer with the Home Warranty opportunity. ·       As a trusted advisor, the Sears Technician will explain the 3 warranty options and make a recommendation. ·       Next, they will contact a Sears Service Contracts Advisor – using the customer’s phone, if possible, for validation and tracking purposes. ·       Finally, the Sears Tech will share the Home Warranty opportunity with the Service Contracts Advisor and hand the phone to the customer to complete the enrollment transaction. 2.    If the Sears Technician was unable to close the sale, the warranty enrollment offer is valid for up to 30 days from the Service event. This option is available provided the Tech included his Tech ID and district ID on the Leave Behind service program information card and the customer references the IDs when calling in to enroll.

 

 

Sears Enrollment Confirmation/Disclosure Scripts

Disclosure/Tech (In-Home Tech Enrollment)

The Sears Home Services Home Warranty program begins 30-days from today. Your new warranty coverage, with a $50,000 limit per contract year, includes a trade service fee of $75/$100 per claim.

There are some common exclusions, such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage. Systems and appliances must be in good working order as of the effective date of the warranty.

 

Disclosure/Repair (Paid Call Enrollment)

The Sears Home Services Home Warranty program begins 30-days from today. Your new warranty coverage, with a $50,000 limit per contract year, includes a trade service fee of $75/$100 per claim.

If service order is an eligible item, say this: “Your service call today will be covered by this warranty. If you cancel within 12 months, you will be responsible for the regular retail price of the service call.”

There are some common exclusions, such as, expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage. Systems and appliances must be in good working order as of the effective date of the warranty.

 

Monthly Disclosure

Credit card- Say: “Your bank account, if Check by Phone, will be charged today for the first installment and then continue on the same day every month, and your contract term is one year. When your initial term ends, your coverage will automatically renew. Welcome materials including program terms and conditions will arrive in the mail within the next 7-10 business days.”

 

Annual Disclosure

Credit card- Say: “Your bank account if Check by Phone, will be charged today, and your contract term is one year. When your initial term ends, your coverage will automatically renew. Welcome materials including program terms and conditions will arrive in the mail within the next 7-10 business days.”