Cinch Delays

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SP Assignment Delay

1. Job created with no SP assigned
   
1. Attempt Service Locator
   
1. If none, follow APO rule
   
1. If refused, send back to dispatch
   

Research Delay

1. Parts NOT in research queue
   
1. Escalate: "Research Needed"
   
2. Research over 48 hours AND priority situation
   
1. TSS Escalation: "Priority Research"
   
   

Order Delay

1. Wrong part or replacement received
   
1. Identify the issue with part or replacement
   
1. Update notes to inform of issue  ( i.e., customer has a 4-ton condenser and a 3-ton was sent).
2. TSS Escalation: "Incorrect Research" AND PR-Return Exception
   
2. Order never submitted
   
1. Verify Acceptance AND TSS-Order Equipment Exception
   
   

Claim Credit/Reimbursement Dispute

1. Check claim paid status AND TIMX AP
   
1. If no check after 14 days
   
1. Stop payment
   
   

Document Review Delay

1. No documents attached or no update
   
1. request resend to Case Management (T3)
   

Replacement Delay

1. ETA passed and no update
   
1. Follow distributor tracking
   OR
2. Submit Purchasing Escalation Form
   

Service Provider Delay

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First Appointment Delay

1. To much time has passed since creation
   
1. Contact Service Provider
   
2. Reassign if needed
   

Repair Appointment Delay

1. Try again to schedule
   
1. Public with Email
   
1. (NOT for National Accounts)
   
2. Consider claim credit/reassignment if excessive
   

Service Report Delay

1. Over 48 hours with no report
   
1. Call Service Provider
   
2. If no response:
1. Public with Email
   
2. CL-Autho Exception (RN)
   

Additional Information

1. Contact Service Provider for additional information
   
2. If no response:
   
1. CL-Autho Exception (AI)
   
1. NOT for Sears
   

Service Provider Parts on Backorder

1. Confirm ETA with Service Provider
   
2. If NLA/BO:
   
1. TSS-Research Escalation Exception
   

Unable to Contact Service Provider

1. Attempt contact
   
1. If no response:
   
1. Leave voicemail AND Public with Email note
   
2. Over 3-5 days still no contact
   
1. Notify regional manager
   
2. If no parts have been ordered, consider reassignment
   

Always Do This

1. Set expectations with a timeline
   
2. Notate correct delay reason so all agents are aware
   
3. Move the job forward, no dead ends
   

Quick Rule of Thumb

1. If the delay is about Approvals, Research, or Ordering
   
1. Cinch
   
2. If the delay is about Appointments, Reports, or SP Communication
   
1. Service Provider