Interaction Referral Process for Product Replacement Requests

Topics:

• What type of calls should be transferred to a Product Support?
• When is it appropriate to assign a case to a Customer Advocate?
• Need to transfer caller for additional assistance
• When to refer to advocate or when to refer to product support
• Customer refusing service or repair
• Field Operations Manager (FOM) product replacement request
• Cove product replacement requests

Answer:

• Replacement requests for products installed one year ago or less, regardless of model or brand.
  • Exceptions:    
    • Ongoing Service Issue, Ongoing Installation Issue, No Service In Area, or Buyer's Remorse situations, regardless of brand, age, or warranty status should be managed by a Customer Advocate.
      • For Buyer's Remorse, refer to Dealer or Sales Issues Process for more information.    
• Display units at a dealer or showroom.
• Field Operations Manager (FOM) or Product Distributor (PD) decision to replace product, no negotiation needed (no charge or charge has been determined and communicated):
  • FOM creates and escalates the Product Replacement Case in D365.
  • Also see FOM Product Replacement Request Exchange Complete.
  • A Technical Review Case is not necessary.
  • Use the Case Timeline (+ Email) to communicate with the person who submitted the request or the customer.
  • NOTES: 
    • The Product Support Representative will contact the customer to outline the product replacement process and get any additional information needed. They will then process the request using the FOM’s name or PD as the Case Manager in the Product Replacement Tool.
    • A replacement offer letter should be sent to the customer.
    • It is possible to accept the offer on the customer's behalf.
    • If the replacement is urgent, FOM or PD will call Partner Hotline (866.689.9653) to request the product replacement.

• Replacement requests for a product installed more than one year ago, regardless of model or brand.
  • Exceptions:
    • Ongoing Service Issue, Ongoing Installation Issue, No Service In Area, or Buyer's Remorse situations, regardless of brand, age, or warranty status. 
    • For Buyer's Remorse, refer to Dealer or Sales Issues Process for more information.
• Replacement requests for product with Pending Engineering Solution Case, regardless of brand, age, or warranty status.
• FOM creates and escalates the Product Replacement Case in D365.
  • A Customer Advocate will be assigned, start a Technical Review Case, and discuss options with the customer.   

Technical Service Advisor (TSA)

• Any requests that do not need to be negotiated (decision has already been made, not repairable, and/or product is under full warranty) and customer is in the home.
  • If product replacement is necessary, the customer is in the home and negotiation is needed. See Assign a Case to a Customer Advocate.
  • If the customer is not in the home and product replacement is necessary, TSA should:
    • Note "replace product, repair exceeds value or not repairable" in the case.
    • Advise the Factory Certified Servicer to provide a service report to the customer.
    • Regardless of warranty status, provide Servicer with Customer Care Contact Information.
    • When convenient for the customer, they should contact Customer Care to proceed.

For customers requesting an expedited product exchange, refer to Product Availability Guidelines for more information.

• Assign a Case to a Customer Advocate
• Customer Advocate Case - Customer Advocate Not Available
• Customer Advocate Direct Dial Numbers
• Customer Requesting Expedited Service
• Product Replacement Decision Making
• Product Replacement Tool