Buyer's Remorse

Topics:

• Buyer's remorse
• Customer wants to take product back or exchange
• Customer does not want unit
• Customer wants to return at Sub-Zero or Wolf unit

Answer:

Buyer's Remorse: Unit Is Working Properly

1. Refer the customer to the dealer as the point of contact for assistance.
2. If the customer has already consulted with the dealer, have the customer contact the Product Distributor.
3. If a customer does not want to contact the Product Distributor:
   1. Document all of their contact information.
   2. Advise the customer they will hear from someone at the Product Distributor soon to help them with the matter.
   3. Contact the DSM at the Product Distributor.
   4. Request someone in sales at the distributor contact the customer to follow up.

1. What was the outcome of the dealer and distributor conversations?
2. Have you had service to determine the unit is working properly (when applicable)
   • What was the diagnosis?
   • If service has diagnosed and there is no problem with the product, offer to extend the full warranty by an additional year.

• If the customer has spoken with the dealer and Product Distributor and is requesting further action from the factory:
  • Document the results of the customer conversations with the dealer and distributor.
  • Customer Advocates handle buyer's remorse situations, regardless of age or warranty status. Refer to Dealer or Sales Issues Process for more information.
  • Do NOT assign a Customer Advocate case if the customer has not spoken to the dealer and distributor.
  • The Advocate will work with the appropriate sales contact to help find the appropriate resolution.

• Dealer or Sales Issues Process
• Product Replacment Process
• Product Replacement Tool
• Product Replacement Exception - Upgrade, Product Under Full Warranty
• Assign Case to Customer Advocate