Sears Paid Call Enrollment Benefit and Cancellation Procedures

Sears Paid Call Enrollment Benefit and Cancellation Procedures

Sears Paid Call Enrollment Benefit and Cancellation Procedures

 

Benefits and Incentives

The Sears Home Warranty Plan offers three levels of CHS customized warranty coverage.

  1. Sears Home Warranty Whole Home Plan
  1. Sears Home Warranty System Plan
  1. Sears Home Warranty Appliance Plan

Combined with additional benefits such as

1.    25% discount on eligible non-covered repairs up to $500 per repairs

2.    Two complimentary HVAC preventative maintenance checks per year,

3.    Sears retail benefits (Shop Your Way Points and Sears Waived Service Repair Call).


The three levels of warranty coverage including the Sears Paid Call Benefit creates a total of 6 products. All designed to deliver a seamless “WOW” customer experience from the product selection to the exceptional level of service.

  1. Sears Whole Home Warranty, Sears Whole Home Warranty (Paid Call), Sears System Warranty, Sears System Warranty (Paid Call), Sears Appliance Warranty, Sears Appliance Warranty (Paid Call).

The plan names and cell code descriptions are setup to easily identify between a Paid Call enrollment and a non-Paid Call enrollment.  This is critical when handling the customer membership services inquires, explaining the benefits and when processing a cancellation.

 

Eligibility

When the customer contacts Sears to request service on a non-warranted repair, the Sears Paid Call Agent will present the customer with the Home Warranty enrollment opportunity and if the customers choose to purchase one of the Sears Home Warranty Plan the initial appliance or system repair is paid by Sears  up to $150 of the total repair. The Sears paid call benefit means Sears is paying for the repair cost. This is not a repair processed as a warranty claim.  

  1. 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 30 days of their enrollment and will refer the customer to the contact the “Sears Home Warranty Support Center” toll free number (855-256-2467) to Cinch Membership Services.
  2. Sears agent’s will identify Cinch Membership Services and Customer Solutions teams as “Sears Home Warranty Support Center”.
  3. All enrollments captured by Sears are real time and will show in TIMX once the warranty number is generated.
  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 deductible ($129) towards the paid call and any additional charges in excess of the $150 paid call limit.
  5. If the Customer cancels the warranty plan within the first 12 months, CHS Membership Services will charge back the cost of the waived paid call to the customer during the cancellation process.

 

Customer Paid Call Inquires

  1. When the Customer contacts Cinch during normal business hours regarding status of their paid call repair, repair amount, service call fee, etc., warm transfer them to the Sears Paid Call Center at 501-255-1142.  Customers should always be warm transferred to the Sears Paid Call Center in this scenario.  The toll free number should not be provided to them.  If the wait time exceeds 3 minutes, advise that no agents are available and follow the email procedure.
  2. When the customer is requesting a cancellation within the first twelve months of enrollment and the enrollment included the Sears Paid Call repair, TIMX SCM will indicate the amount Sears paid for the repair call to charge back the customer.  If no amount shows in TIMX SCM, open a chat session with Sears (call 888-826-6975 if unavailable) to capture the paid call amount.   Do not transfer the customer to 888-826.6975 or provide this toll-free number to them in this scenario.

 

Cancellation request & collecting discount benefit

For those who agree to pay: Collect payment immediately (i.e., the discounted rate or benefit that the customer received from Sears) prior to cancelling the account.
For those who do not agree to pay: Advise the customer we will proceed with the cancellation however Sears may bill them in the future for the unpaid amount. Cancel the account and complete the call.
Effective immediately, Retention procedures for Sears customers, who enrolled in a Sears Home Warranty and received a Paid Call Discount on a Sears repair have changed. For every customer who calls to cancel their warranty in the first 12 months, the Retention Agent must: Important Note: Sears is not currently invoicing customers for uncollected Paid Calls however may do so in the future.

If customer refuses to pay, warm transfer them to Paid Call Cancellation at
(808)626-5591. This is a unique number that is not the same as the general Paid Call number. Provide Paid Call Cancellation number to customer only if unable to reach an agent and customer requests.

Sears Tech 50 Enrollment Benefit

 

Overview

Sears is going “national” with a Sales promotion in the TECH channel. Sears Technicians will offer 50% off any: In-home Appliance repair, up to $300, while at the home, in exchange for enrollment in the Sears Home Warranty (SHW) Whole Home Plan for one year.

This promotion is only valid at the time of service. Only the SHW Whole Home plan will be offered during this promotion.

The Sears Appliance and Sears Systems plans will NOT be offered during this promotion, but will be offered through current channels.

 

Exclusive Benefits

This promotion includes:

  1. One heating and one cooling system preventative maintenance visit per year
  2. Shop Your Way (SYW) benefit and the customer will receive 15% of the cost of their qualified purchases back in SYW points.

How it Works

When the technician is at the home for the appliance repair visit, they will advise the customer that they are eligible to receive 50% off their repair costs up to $300 if they enroll in the SHW Whole Home plan for one year.

If the customer agrees, they will pay the technician 2 separate amounts -half of the repair cost, up to $1,000 and the 1st month’s warranty premium or the full price. If the customer cancels within the first year, the cancellation process and collection policies will be handled like the current “Paid Call” plan.

 

Cell Code and Price

To help distinguish this cell code from the other SHW CXLFEE cell codes, there is a T at the end of the cell code and the description says TECH 50%. The CXLFEEWHT cell code must never be used to enroll or upsell. Any Retention calls for this promotion must be handled like current “CXLFEE” Paid Call (i.e. collect the Paid Call fee when customer cancels prior to paying annual cost of first year warranty)

The price is $69.99 per month or $839.88 per year.

 
SEARS TECH $50 GIFT CARD ENROLLMENT BENEFIT

The Sears tech channel offer is aimed at customers who may not want to complete the cash (paid call) repair but are still interested in purchasing the Sears Home Warranty.

When in the home on a cash repair, the tech will offer a $50 Visa gift card plus waiver of the paid call deductible if the customer agrees to a 1 year enrollment in a Sears Home Warranty plan.  A typical paid call deductible is $129.  
This offer is available for all plan levels - Whole Home, Systems, and Appliance.

The key differences between the current tech 50% off cash repair offer and the $50 Visa Gift Card offer are:
  1. The new offer is completely separate from the repair, and is usually for customers who decline the repair.  If a warranty is sold on a declined repair event, the item that was diagnosed will not be covered by the Sears Home Warranty when it becomes active.  
  2. Customers can use the $50 Visa Gift Card any way they want.  Upon enrollment, customers will receive their Gift Card in the mail within 14 calendar days.
Questions regarding any of these offers, including inquiries regarding $50 Visa gift cards that were not received, should be directed to Sears Home Warranty Help at 501-255-1142.  

Sales Channel

The $50 Visa Gift Card + Waived Paid Call deductible offer will be used as a competing offer to the 50% off cash repair in the Tech Channel.  

Cell Codes

 

SEARS FIRST MONTH FREE ENROLLMENT BENEFIT

Overview

Sears reactivation outbound, email and direct mail campaigns to re-acquire canceled customers with a “first month free” promotion.  

As usual, Sears is responsible for all enrollment activities.  If we receive calls from customers who are included in these campaigns who wish to reactivate, they should be redirected to Sears at 888-826-6975 following current procedures.  There are no exceptions.

The products/cell codes offered in these campaigns will be non-paid call.

Campaign Information
Do not use these cell codes for any reason.  They are only used by Sears when reactivating customers as part of this “first month free” campaign.  They should not be used by CHS associates for upsell/down sell/retention efforts or any other activities.

 

SEARS RETAIL PARTS ENROLLMENT BENEFIT

Products Offered Through Sears Retail Parts Stores

Sears offers the same 3 warranty products to Sears retail parts store customers as they do to their paid call and non-paid call customers.  Three new cell codes have been created to identify warranties sold through the Sears retail parts stores:
 
The procedures for servicing the Sears retail parts store enrollments are identical to those for the Sears Non-Paid Call program (paid call warranties are not being sold through the Sears retail parts stores).  There is no Paid Call fee to be collected on products with these cell codes.
 
HVAC PREVENTATIVE MAINTENANCE BENEFIT
As a benefit of the Sears Home Warranty plan, two complimentary heating & air conditioning system 17-point preventative maintenance checks are available when enrolled in an active Sears Whole Home, System or Appliance Plan. Refer to the contract for specific coverage terms and conditions.
 
Visit Periods
Customers can call to schedule one PM visit within the specified visit periods. Up to 3 systems will be serviced during each visit. The customer does not need to have HVAC or multiple unit coverage in their specific warranty to receive this benefit.
  1. A/C maintenance visit period is available in the spring from February 1st through May 15th
  2. Heating/furnace system maintenance visit period is available in the fall from August 1st through November 15th
“Make-up” PM visits are not allowed when the visit period has expired and a refund is not provided for missed PM checks.
 
Dispatch Process
The request is processed applying current system and internal business procedures. A work order and checklist is sent to the Service Partner upon dispatch.
  1. Do not initiate, offer or probe the customer to determine if they have more than one unit. They will need to specify when calling to place the service request if they have more than one unit and would like to have all of them checked during the Preventative Maintenance visit.
  2. If the homeowner mentions that they have more than one cooling or heating system (up to three) within the home, and would like to have them all serviced during the requested Preventative Maintenance check, then you will need to document in the notes that the homeowner is requesting multiple units to be checked.
  3. Agent is required to ask the homeowner if they have more than one cooling or heating system, if the homeowner does not mention
  4. You must note the specific number of units in the home, and inform the Service Partner that the homeowner has more than one unit and would like them serviced at the same time.
  5. The Service Partner will not be able to add additional units to the request once they are at the home.
 
NON-COVERED REPAIR DISCOUNT BENEFIT
The Non-Covered Discount Benefit is not available in the Sears Whole Home Warranty Plan.
 
To help offset out-of-pocket cost for non-covered repairs, customers enrolled in an active Sears Appliance-Only or System-Only Home Warranty can take advantage of 25% discount benefit towards non-covered repairs.
  1. For customers enrolled the Appliance Home Warranty plan, the 25% discount applies to HVAC and Water Heater related services.
  2. For customers enrolled in the Sears Systems Home Warranty plan, the 25% discount shall apply to Appliance related services.
There is no limit to the number of times the customer can use the 25% discount.
  1. The discount is applied per non-covered repair visit, not to exceed $500 of the total repair cost.
  2. The customer is responsible to pay the service provider for all charges, including the service charge, and the cost of parts and labor. Refer to the contract for specific coverage terms and conditions.
 
Dispatch Process

The non-covered repair is processed as referral service request in TIMX Claims and dispatched to Sears through the SPI (Service Partner Integration) Calendar.
  1. When a Sears Technician is dispatched to perform the repairs, the 25% non-covered discount is applied to the qualified service repairs at the time of service.
  2. If Sears is unavailable or unable to affect the non-covered repairs, the request is dispatched to a CHS Service Partner. Upon completion of the repairs the discount is reimbursed back to the customer when the paid invoice and request is submitted.
 
Reimbursement Instructions
Reimbursement Instructions - Only When Repairs are performed by a CHS Service Partner. The following instructions are also included in the referral dispatch system scripts.
NON-COVERED 25% REPAIR REIMBURSEMENT
Mail
Fax
Email
Attn: Sears Contracts
3825 Forsyth RD.
Winter Park, FL 32792-6810
847-645-8490
 
SEARS SHOP YOUR WAY BONUS POINTS
 
Eligibility and Enrollment
As an added bonus for enrolling in one of the Home Warranty Plans, Sears is offering Shop Your Way points (SYW) on all eligible purchases at Sears or Kmart, Lands’ End, mygofer and more.
  1. The customer must enroll in one of the home warranty plans and sign-up at www.shopyourway.com/redeempoints to be a Shop Your Way member and opt-in to receive promotional emails.
  2. The effective start and end dates of the Shop Your Way earned bonus points aligns with the Home Warranty effective and expiration dates.
  3. The Shop Your Bonus points will terminate when the qualifying Sears Home Warranty plan is terminated or cancelled.
  4. Shop Your Way points can be redeemed online and in all participating stores.
 
Points Earned
Sears Shop Your Way (SYW) members enrolled in the Sears Home Warranty is rewarded more points for purchases on qualifying products such as appliances, tools, fashion and more.
  1. Customers enrolled in the Whole Home Warranty Plan, receives 15% back in shop your way points on qualifying purchases.
  2. Customers enrolled in the Appliance or System Home Warranty Plan receives 10% back in shop your way points on qualifying purchases.
  3. Shop Your Way members not enrolled in one of the Sears Home Warranty Plan typically receives 1% points on every purchase.
 
Customer SYW Inquiries
When the customer calls CHS inquiring about the Sears Shop Your Way Points and terms, refer the customer to www.shopyourway.com/terms or provide them the Sears toll free SYW
 
 
Sears Home Warranty – Auto Renewal Offer - Omaha Steaks
Overview
During the months of June, July, and August of 2019, a few targeted customers renewing into one of the Sears Home Warranty plans, will receive a special offer for an Omaha Steaks package.
Sears has tested various offers in the past, and they are trying to see if they will get an increased response using an offer that is different from the typical home services offer. (ie, a connected home service or carpet cleaning discount).
 
How it Works
Approximately 2500 non-claimers in the current contract year- for each of the 3 months.  There will be a maximum of 7500 customers impacted for this test over the 3 month period.  
  1. Customers in non-inducement states will not be included (TX, AZ, MA, and IA).
  2. Omaha Steaks will be sending an email/letter to each of the recipients with a link to redeem a certificate on-line.
 
Escalations/Exceptions
If a customer calls and states that they did not receive the auto-renew letter prior to the date listed on the Omaha Steaks coupon, request your Supervisor to send an email to Brian Coyle (Program Manager II) and include the Customer’s Name and Contract Number.
 Auto Renew sample letter, with the offer: VIEW
 
Sears Home Warranty Renewal Offer – Deductible Reimbursement
As a retention effort NOT a retention effort.  Sears provides this upon renewal. It is a renewal offer not used by TS+R

  

On the above, the language saying “We continue to get questions concerning the process...” should be changed to state the process itself. 

 

 


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