Whirlpool Factory Service

Whirlpool Factory Service

Cinch has partnered with Whirlpool Factory Service to better service our customers.
Whirlpool will service the following brands: Whirlpool, Maytag, KitchenAid, Amana, Jennair.

Once Whirlpool is assigned to a job on a service order Whirlpool CANNOT be assigned to an additional job on that service order.

Whirlpool Assignment

Whirlpool has an integrated calendar with Cinch and we will be scheduling real time appointments just like Sears.
DO NOT schedule same day or weekend appointments if showing on the calendar. Technician routes are created at the beginning of the day and appointments added later may not update on the tech's route.  

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. 

If Whirlpool Factory Services is showing availability on the calendar to schedule, we must make another attempt to obtain the Model AND Serial numbers of the appliance prior to scheduling the appointment.
Use the following Script during your second attempt to capture the Model AND Serial numbers:
“Whirlpool Factory Service may be available to service your appliance, to ensure the best service possible, would you be able to provide me the model and serial numbers?"

  1. IF the customer IS able to provide the Model AND Serial #, THEN go back and update the Model AND Serial #, click Next to schedule with Whirlpool and move on to deductible collection and keep Whirlpool assigned.
  2. If customer 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.

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.
IF a customer calls in after initiation and requests to cancel or reassign a job assigned to Whirlpool, THEN you must advise a supervisor of the job details so an email can be sent to make Whirlpool aware of the update. 

Reassignment Whirlpool VS Sears

Cinch is unable to reassign a job from Whirlpool to Sears or Sears to Whirlpool.

You will be Required to Bypass Whirlpool/Sears if they populate as the next available service provider.

Make every attempt to find another service provider, including using extend search process if needed.

24- hours of 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:
Follow these Escalation Steps for any Cancellation or Reassignment request within 24 hours of the appointment:
  1. Advise a BPO Leader to email rporter@cinchhs.com and copy jcastillo2@cinchhs.com with the subject Whirlpool Service Request and Job#, including the customer contact information, service job ID#, item/system being serviced and indicate the cancellation or reassignment request within 24-hours.
    If Urgent Reassignment Assistance is needed, BPO Leader should also tag Ron Porter, Tabitha Howard, or Ysanne Melville in the BPO Authorizations Chat.
  2. Document your notes indicating the BPO Leader’s name, and you advised them of the Whirlpool cancellation or reassignment request 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 - 8pm 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

Whirlpool will communicate with Authorizations and Part Sourcing through Email.
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.

Escalations and Supervisors

Call Whirlpool directly for status updates:
Mon - Fri 8am - 8pm EST
1-877-559-2608 (Do not give the customer the phone number)

If a job assigned to Whirlpool is Cancelled or Reassigned after initiation, an Email must be sent to rporter@cinchhs.com including job details so Whirlpool is made aware of the update. 

Tier 1 will handle escalations as normal, if highly escalated situations occur you may also utilize the email addresses above to make them aware.

Tier 2, Tier 3, CAT, White Glove:
If you receive a highly escalated situation regarding Whirlpool you may send an email to tpescalations@whirlpool.com.
Make sure to copy your supervisor, and your department shared inbox. (Example: Tier 2 cc casemanagement@cinchhs.com)
 
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 rporter@cinchhs.com.

Follow Reassign, Rejected, and Cancel Guidelines listed above.

Whirlpool Recalls

Once Whirlpool is assigned to a job on a service order Whirlpool CANNOT be assigned to an additional job on that service order.

Due to this, a Potential Recall on a Whirlpool assigned job must be assigned to a New Provider.

When Initiating a Recall in Zoho:

  1. IF Whirlpool Auto Assigns to the job, perform an Immediate Reassignment on the Recall Job following normal procedures. (Do Not Reassign to Sears)
  2. IF the Whirlpool Calendar populates to schedule the Recall, Do Not Schedule, click Force Book Recall to Force Assign to Procure Vendor.

If Job Not in a Completed Status and Initiating a Recall in SB:

  1. Add the new job to the service order, update the event type to Recall, and assign to a New Service Provider.

Include in your notation this is a Whirlpool Recall. 



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