Service Expectations
Most of our customers have a valid email and will receive email correspondence including their service request details.
- If a customer does NOT have a valid email or requests job info, we will offer to relay the full request details.
- Specific SPs may have different expectations to be relayed as well.
The customer can also review service request and contract details on MyAccount:
Sears Home Warranty: https://my.searshomewarranty.com
All Other Warranties: https://my.cinchhomeservices.com
Note:
- The Reduced Service Expectations do not require you to relay the SJ Number, SP details, or advise the age requirement for the visit (18 yrs or older).
- If customer asks what address the Service Request notification email comes from: servicebench@emails.asurion.com
If a customer requests to write down their service request information we will relay the full expectations listed below.
Service Expectations by SP
Service Expectations will display on screen in Zoho on Single Item and Recall initiations reflecting the correct information based on the Service provider Assigned.
After clicking "Confirm Appointment" you will see an Information Expectations Box.
Relay the full service expectations to the customer if no valid email or the customer requests it, and click OK to close the box.
Refer to this article for any other scenario where the scripting is not displayed on screen.
Sears Home Services, Sears 3rd Party, and Sears HVAC
|
Sears Home Service |
|
Customer has a valid
email: You will receive a text
message regarding scheduling assistance.
You may also go to your My Account portal where you can review job status." No valid email OR Customer requests: Your scheduled appointment is on <Date/Time>. Sears service will attempt to contact you prior to the visit by phone, text, and/or email. Be sure to reply when
the service provider contacts you to confirm an appointment, and please note
someone 18 years of age or older must be at the home during the service
visit. |
GE Appliances
|
GE Appliance |
|
Customer
has a valid email: You will receive a text message regarding scheduling assistance. You may also go to your My Account portal where you can review job status. " No
valid email OR Customer requests: The service provider assigned to your request is GE. On the day of your scheduled appointment, GE will make 3 attempts to contact you by phone. If you have any questions about your appointment contact GE Customer Support at 800-626-8690. Be
sure to reply when the service provider contacts you to confirm an
appointment, and please note someone 18 years of age or older must be at the
home during the service visit. You may also go to your My Account portal where you can review your job information and status."
|
LG
|
LG |
|
Customer has a valid
email: You will receive a text message regarding scheduling assistance. You may also go to your My Account portal where you can review job status. " No valid email OR Customer requests: “Your Service Job ID number is <Service Job Number>. The service provider assigned to your request is LG who will reach out directly to schedule your appointment via phone, text, and email.
Be sure to reply when
the service provider contacts you to confirm an appointment, and please note
someone 18 years of age or older must be at the home during the service
visit. You may also go to your My Account portal where you can review your job information and status."
|
Whirlpool
Whirlpool |
Customer has a valid email: “[customer name] you will receive an email with your service appointment information. You will receive a text message regarding scheduling assistance. You may also go to your My Account portal where you can review job status. " No valid email OR Customer requests: “Your Service Job ID number is <Service Job Number>. The service provider assigned to your request is Whirlpool Factory Service. Your scheduled appointment is on <Date/Time>. Whirlpool will send an email verifying the servicer contact information along with appointment date & time. Please contact the servicer if you require changes to that appointment, including rescheduling or cancelling with as much notice as possible. Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit. You may also go to your My Account portal where you can review your job information and status." |
Third Party
Third Party |
Customer has a valid email: You will receive a text message regarding scheduling assistance." No valid email OR Customer requests: “Your Service Job ID number is <Service Job Number>. The service provider assigned to your request is <SP Name>. Their phone number is <Phone Number> and we ask you give the Service Provider 1 business day to contact you to schedule your appointment prior to calling them directly. Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit. You may also go to your My Account portal where you can review your job information and status." |
Procure Vendor
Procure Vendor |
Customer has a valid email: “[customer name] you will receive an email with your service job information. Our dispatch team will attempt to locate a service provider in our network to service your request and contact you directly regarding next steps. You may also go to your My Account portal where you can review job status.” No valid email OR Customer requests: "Your Service Job ID number is <INSERT>. Our dispatch team will attempt to locate a service provider in our network to service your request and contact you directly regarding next steps. In the event we are unable to locate a Service Provider in our network we may reach out to authorize you to select a local licensed and insured provider of your choice. You may also go to your My Account portal where you can review your job information and status." |
Preventative Maintenance
Preventative Maintenance – 3rd Party SP |
Customer has a valid email: “[customer name] an email with your service job information has been sent, which includes a link to your My Account portal where you can review job status. You will receive a text message regarding scheduling assistance.” No valid email OR Customer requests: “Your Service Job ID number is <INSERT>. The service provider assigned to your request is <INSERT> and their phone number is <INSERT>. Please contact them directly to schedule your appointment. The technician will perform a free maintenance inspection by following a checklist related to your warranty. If deep cleaning or further maintenance is needed, that may require an out-of-pocket fee. Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit. You may also go to your My Account portal where you can review your job information and status." |
Preventative Maintenance - Sears Assigned
Preventative Maintenance – Sears Assigned |
Customer has a valid email: “[customer name] you will receive an email with your service appointment information. You may also go to your My Account portal where you can review job status. You will receive a text message regarding scheduling assistance." No valid email OR Customer requests: “Your Service Job ID number is <INSERT>. The service provider assigned to your request is Sears. Your scheduled appointment is on <date/time>. Sears service will attempt to contact you prior to the visit by phone, text, and/or email. The technician will perform a free maintenance inspection by following a checklist related to your warranty. If deep cleaning or further maintenance is needed, that may require an out-of-pocket fee. Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit. You may also go to your My Account portal where you can review your job information." |
Motili, Inc
Motili |
Customer has a valid email: “[customer name] you will receive an email with your service job information and to schedule your appointment. You may also go to your My Account portal where you can review job status." No valid email OR Customer requests: “Your Service Job ID number is <Service Job Number>. The service pro assigned to your request is Motili who will send you an email and text message to select appointment windows. Motili will reply with confirmation for one of the selected appointment windows within 4 hours to confirm. You will receive notifications via text, email, and/or phone. They will also attempt to contact you prior to the visit. It is very important you answer the confirmation call, or your appointment may be missed, and you will need to reschedule. Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit. You may also go to your My Account portal where you can review your job information and status." |
Keepe (Sourcing, Appliances, Plumbing, etc.)
Keepe |
Customer has a valid email: “[customer name] an email with your service job information has been sent, which includes a link to your My Account portal where you can review job status. You will receive an email or call regarding scheduling assistance.” No valid email OR Customer requests: “Your Service Job ID number is <Service Job Number>. The service provider assigned to your request is Keepe Sourcing and their phone number is 206-558-5336. Keepe will send communication via email or phone to advise the name and number of the local service company scheduling your appointment. Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit. You may also go to your My Account portal where you can review your job information and status." |
Goodman Home Solutions
Goodman Home Solutions |
Customer has a valid email: “[customer name] an email with your service job information has been sent, which includes a link to your My Account portal where you can review job status. You will receive communication regarding scheduling assistance." No valid email OR Customer requests: “Your Service Job ID number is <Service Job Number>. The service provider assigned to your request is Goodman Home Solutions. They will contact you within one business day to confirm your appointment date & time, and to collect any additional service information needed. If 24 hours have passed and you have not heard from your provider, please call Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit. You may also go to your My Account portal where you can review your job information and status.” |
NSA
NSA |
Customer has a valid email: “[customer name] you will receive an email with your service job information. You will receive a phone call or email message regarding scheduling assistance. You may also go to your My Account portal where you can review job status." No valid email OR Customer requests: “Your Service Job ID number is <Service Job Number>. The service provider assigned to your request is National Service Alliance. National Service Alliance will send communication via email or phone to advise the name and number of the local service company that will be scheduling your service appointment. Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit. You may also go to your My Account portal where you can review your job information and status." |
Potential Recall: Eligible Scripting
Eligible 180-Day Workmanship
Script |
“As a benefit of your warranty, covered repairs are protected for 180 days. You will not be responsible for a new deductible if the problem is diagnosed to be the same covered failure from the original repair. |
Eligible Plumbing Stoppage
Script |
“As a benefit of your warranty, cleared plumbing stoppages are protected for 14 days. You will not be responsible for a new deductible if the problem is diagnosed to be the same covered failure from the original repair. |
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