Whirlpool Factory Service
Whirlpool will service the following brands: Whirlpool, Maytag, KitchenAid, Amana, Jennair.
Whirlpool Assignment
Whirlpool has an integrated calendar with Cinch and we will be scheduling real time appointments.
While initiating an Appliance service request we must select the closest Problem Code to the failure described as possible.
We want to avoid selecting Not Working At All unless the customer states the unit is in fact Not Working At All.
Include details of the failure in your Problem Description so the Whirlpool technician may research the issue and possibly bring parts to the home to complete a repair.
Do Not Force/Manually assign to Whirlpool.
Attempt to obtain the Model AND Serial numbers of the appliance prior to scheduling the appointment.
“To ensure the best service possible, would you be able to provide me the model and serial numbers?"
- If the customer is unable to provide model and serial number, schedule the appointment and continue with service initiation as normal.
We Must collect the Deductible, SP Will Collect will no longer appear as an option on a Whirlpool assigned job. If the customer is unable to pay their deductible, follow normal procedures by reviewing with a supervisor, and reassign the job if necessary.
Whirlpool will then assign a local Whirlpool Authorized Servicer.
The Authorized Servicer will reach out to the customer by Email, Phone, and/or Text.
If the customer needs to Reschedule or Cancel they will need to contact their assigned Whirlpool servicer.
Whirlpool Setting Expectations
Whirlpool |
“Do you have a pen and paper available to write down some important information? 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. You will also be contacted prior to the visit. Please answer the confirmation call, or your appointment will be missed, and you will need to contact your assigned Whirlpool Servicer to reschedule. Someone 18 years or older needs to be at the home during the time of the visit. The technician will diagnose the item(s) and follow up with us regarding the next steps. You can review your warranty details anytime by going to My Account at: Sears Home Warranty: https://my.searshomewarranty.com All Other Warranties: https://my.cinchhomeservices.com” |
If a Multi-item scenario appliances may be assigned to different SPs if need be, same rules apply to keeping an appliance assigned to Whirlpool.
Whirlpool Recalls
Follow normal procedures to assign recalls to jobs that Whirlpool previously serviced.
Whirlpool Has No Availability
If Whirlpool has no availability create the Recall as normal, then send an email to nationalaccountesc@cinchhs.com with the subject: Whirlpool Recall – No Availability including the Job Number.
Include in your notes - this is a Whirlpool Recall
Reassignment Whirlpool VS Sears
When a reassignment is required we CAN reassign a job from Whirlpool to Sears or Sears to Whirlpool as normal.
24-hour Appt Cancel or Reassign
IF outside the 24-hour appointment timeframe Cancel or Reassign as normal.
Cinch is unable to systematically Reassign or Cancel a Whirlpool scheduled job within 24 hours of the appointment.
When a system error message is received, use the suggested scripting and follow the
escalation steps.
If Cancellation advise the customer:
“Please contact the assigned
Whirlpool Servicer to cancel your appointment. Your service request will then
be cancelled, and you can expect to receive your deductible refund in 3-5
business days.”
If Reassignment advise the customer:
“We are in the process of finding a
new service provider for your job and expect to contact you within 1 business
day.
Please note we may be required to alter this service job and create a new one,
with a new service job number.”
Escalation Steps:
Scheduling Issues:
- Advise a BPO Leader to email thirdpartydispatch@whirlpool.com and copy nationalaccountesc@cinchhs.com with the subject: Whirlpool Schedule and Job #, including in the email the customer contact information, External Service Order #, item/system being serviced and indicate the scheduling issue.
Cancellation or Reassignment request within 24 hours of the appointment:
- Advise a BPO Leader to email nationalaccountesc@cinchhs.com and copy Kit Chapman at cchapman@cinchhs.com with the subject: Whirlpool Service Request and Job#, including in the email the customer contact information, External Service Order #, item/system being serviced and indicate the cancellation or reassignment request within 24-hours.
- Document in your notes indicating the BPO Leader’s name, and the Whirlpool cancellation or reassignment request was within 24-hours of the appointment.
Whirlpool Rejected Job
If Whirlpool Rejects a job within 24 hours of an appointment our system will not allow a Reassignment.
Whirlpool
Rejected Jobs will be manually worked by a specific representative.
If
a customer calls in regarding a Whirlpool Rejected job that has not been
reassigned use the Reassignment Scripting:
“We are in the process of finding a new service provider for your job and expect to contact you within 1 business day.
Please note we may be required to alter this service job and create a new one, with a new service job number.”
Status Updates
If a customer calls in for a status update and an update is not reflected on the job, Then you may contact Whirlpool on their behalf:
Mon - Fri 8am - 6pm EST
1-877-559-2608
DO NOT GIVE THE PHONE NUMBER TO THE CUSTOMER.
DO NOT CREATE A CL-AUTHO TASK EXCEPTION FOR WHIRLPOOL ASSIGNED JOBS.
DO NOT MANUALLY UPDATE THE SUB-STATUS ON ANY JOB ASSIGNED TO WHIRLPOOL.
Autho and Part Sourcing
Cinch will not supply parts for repairs, but if parts are NLA or the item is not repairable we will follow our normal process for Replacements.
There will be a Whirlpool Parts Procurement account assigned when replacement research takes place.
Leadership and Escalations
Call Whirlpool directly for status updates:
Mon - Fri 8am - 6pm EST
1-877-559-2608 (Do not give the customer the phone number)
If you receive a highly escalated situation regarding Whirlpool, you may send an email to:
Make sure to copy your supervisor, and your department shared inbox if applicable.
If you do not receive a response from the initial Whirlpool email, you may send an email to Rebecca_Isuarez_marquez@whirlpool.com and CC nationalaccountesc@cinchhs.com.
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