Sears Break Fix Procedure: Service Initiation

Sears Break Fix Procedure: Service Initiation

The Sears Break Fix process is used when a Sears technician is at a customer's home completing a Preventative Maintenance visit and locates an actual failure to the HVAC system that requires repair. They must call Cinch to provide us with the diagnosis, and we will create a new Service Request that is assigned to Sears.

Creating A New Service Request

  1. Create the Service Request including the following information specific to Sears Break Fix.
    1. The Program will update to Sears on Sears.
  2. Select Find Service.
  3. From the available choices on the Available Service Provider(s) screen, choose 1001180873 – Sears Home Services – HVAC Repair.
  4. Check availability up to 2 weeks out in the calendar. 
    1. If not available within 2 weeks, seek an alternate Service Professional assignment.
  5. Continue on with the regular process flow to completion. 

Reassignments, Recalls, & Multi-Item Service Requests

  1. When reassigning an HVAC Service Job from an existing Service Professional, the Agent will check the CEC and/or TIMX SCM to verify whether the customer is an active Sears Whole Home or Systems Warranty holder.
    1. Appliance Warranties are not eligible for HVAC Repair coverage.
  2. Once confirmed, complete the service manually, select Sears on Sears for the Program field.
  3. Click Reassign.
  4. Available Service Provider(s) screen will display the Sears Home Services – HVAC Repair (1001180873) account. Continue with the regular scheduling process flow to completion.

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