| Service Contract Basics | Procedures | Covered Vs. Not Covered | What should you do? | Service Contract Manufactuers/Brands |
|---|---|---|---|---|
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All electrical and mechanical failures that affect the overall functionality of the unit.
What do our service plans cover?
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Diagnosis and Estimate
If a customer is proceeding with CRP on their comprehensive service plan, what two things must they get approval for prior to repairs being completed?
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Not a covered noise, but the customer does have the option to proceed with CRP or send in video/audio if they beleive the issue is covered.
The Grinch's refrigerator temperature is constantly making loud humming noises that it scares his dog Max.
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Call the SP to confirm then redispatch the claim to a new SP. If the SP does not answer, leave voice message and email them requesting to cancel request then re-dispatch.
Karen is advising that her SP told her they dont service her area and she wants a new SP. What do you do?
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LG, GE and Whirlpool
Which 3 BRANDS of appliance do we have a flat rate with and should be scheduled in their portals when there is no preferred provider?
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DOP
MJC EXT Replacement
Name the 4 types of service contracts?
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The Claims Department ([email protected])
John has a Major Component Service Plan. He has gotten his unit repaired and wants to know where to send his repair invoice so it can be reviewed for potential reimbursement.
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Covered
Jane is advising that she's not sure if her Freezer is freezing properly, but her ice cream appears to be noticeably softer and food seems less cold.
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The appt is within 48 hours, therefore you will need to call Whirlpool directly to cancel. CSG will not allow you to cancel.
Zack is scheduled with Whirlpool for service on tomorrow and he needs his appointment rescheduled. How can you get him rescheduled?
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Customer Reimbursement Process.
One requires approval and the other does not.
What does CRP stand for? Also, what is the difference between CRP on a MJC contract vs. CRP on a comprehensive service plan.
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Our Ferguson Customer Care Team will use the CC-FER contract for as long as the customer is under the MFG warranty. If the customer purchased a service contract, then we will use their FER contract to facilitate service..
When do we use a CC-FER contract vs. the customer's FER contract?
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Pre-Approvals
Susan had to proceed with Customer Reimbursement on her COMPREHENSIVE service plan. She has her complete estimate ready so that she can get it approved, who can you transfer her to for the approval?
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Covered
Whenever Tiana runs a cycle on her dishwasher and it completes, she notices the detergent is still in the dispenser.
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Go to the online portal to cancel her appt (or call GE if unsuccessful online).
Sabrina is scheduled for service with GE, but she is going out of town and will call back once she returns to be scheduled for service. How will you cancel her appt?
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American Range
Ariston Avanti Comfort Aire Dri-Eaze Fagor Allavino Kegco Kings Bottle N'Finity Tresanti Vino Temp Zephyr Miele
Name at least one of he brands that is CRP only
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DOP and EXT are comprehensive.
Replacement - Goes to Pending Review MJC - CRP ONLY
Identify which two plans are comprehensive, which service plan is CRP only and which plan is always dispatched to Pending Review.
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1. Cold Transfer - Pre-Approvals (with claim number), Ferguson Customer Care Team (Ferguson customer under MFG warranty. Or Ferguson customer outside MFG warranty with no service contract)
2. Warm Transfer - Escalations, and Claims
Name a time when we can cold transfer a call and a time when we can warm transfer:
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Depends. The best option may be to get pictures. We only cover the sliding mechanisms of dishwashers.
Shana's dishwasher racks continue to fall every time she opens the DW door. She wants us to send out a tech.
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Advise the customer that non-approved service repairs are not eligible for reimbursement.
Maurice is calling in to advise that he had a recent repair and would like to be reimbursed. Upon locating his contract, you notice that no claim has been created. How do you handle this situation?
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If A&E shows as a dispatch option in CSG.
When/how do we know if we can schedule customer's for service via the A&E portal?
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CC-FER, FER and FER-M.
John has several contracts in the system for his Microwave that he purchased from Ferguson: CC-FER, FER, and a FER-M. Place them in the order in which they would be used?
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Call the SP and let them know about the additional failure. We cant create a new claim if the current claim is still being worked on.
James already has a claim in progress for his ice maker issue. He is waiting on parts. He calls in today to advise now, the unit is not cooling. What action do you take?
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Covered
Tom wants to set up a food loss claim for his refrigerator he purchased from Appliance Direct. The unit is a Plan B unit, but he also purchased a DOP contract for the unit as well.
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Advise him that CRP is an option but other than that, he would have to allow SL more time to locate a service provider
Jacobi's claim has been with SL for 4 days and he has become impatient. What other options can you provide Jacobi?
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Whirlpool, Maytag, Kitchenaid, Jennair, Amana, Roper, & Admiral
Name at least 5 of the Whirlpool Brands:
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