Out of Warranty Assistance and Negotiation

Topics:

• Financial assistance beyond warranty
• Customer not willing to pay for service
• Factory Certified Service Company asking for a special authorization
• Pay for or cover parts and/or labor for a repair
• How to create or cancel a special authorization
• Customer requests assistance with repair
• Customer asks for Out of Warranty Assistance (OOWA)

Answer:

Always start the negotiation by communicating and connecting with the customer.

1. Express empathy for the customer's situation.
2. Review the customer's warranty status and repair history.
3. Assure the customer you are ready, willing, and able to help them.
   • Note, Canadian FCS is paid in Canadian dollars; a conversion is not necessary.

Steps to a Successful Negotiation

1. Ask probing questions showing empathy and curiosity; record notes and diagnosis (when available) in the Description field on the Case.
   • Remember there may be information and unit history that is not available in D365; allow the customer to fill in the blanks.
   • Summarize your understanding of the situation back to the customer to make sure there is no misinterpretation as the negotiation moves forward.
2. If a customer is asking for out of warranty assistance before the unit is diagnosed:
   • Use the Service Company's Standard Contract Rate in Total Repair Amount to negotiate.
3. If a customer is asking for out of warranty assistance after the unit is diagnosed:
   • Remember your objective in the negotiation is customer satisfaction at the lowest cost possible.
   • Your starting position will be based on the Special Authorization Tool in D365. The tool will provide two offers and an option to override.
   • Always offer the amount of financial assistance provided by the calculator and establish that position with confidence.
     • If the customer accepts the first offer, the negotiation is complete. Summarize the agreement and next steps for the customer.
   • If the customer declines the first offer (requests more assistance or expresses disappointment with offer verbally or through tone), continue to negotiate and present the second offer. 
     • If the situation requires an Override, increase the offer incrementally. The size and number of increments will vary based on the situation.
   • Once an agreement is reached, confirm the final offer, document the outcome, and provide next steps for the customer to signal the end of the negotiation.
   • Resolve Case.
4. If you get to the point in the conversation when you no longer feel comfortable negotiating and the customer is not yet satisfied, the next step for a CSR would be to transfer to Product Support.

Cancel an Authorization

• If a special authorization needs to be canceled:
  • Reactivate Case
  • Update Case Type to something other than "Special Authorization"
  • Add Note to Case Timeline
  • Save
  • Resolve Case
• If there is no need for the case at all, Cancel Case.

See Also:

• Special Authorization Use - Includes authorization expiration information.
• Customer Reimbursement Process
• Product Warranty Extension
• RMT Process