Product Replacement or RMT Decision Making

Topics:

• Customer requesting a product replacement
• When to offer a product refund request?
• When to talk to a Tech before offering product replacement
• When do warranty dollars spent justify replacing a product with an RMT instead of repair?
• How many sealed system repairs before a product replacement is the right solution?
• Customer or Partner is requesting a Product Replacement or Refund.

Cause:

When would we consider replacing a product?

• Excessive service.
• High warranty claim dollars.
• Non-Repairable or known service issue.
• Cost effective, cheaper to replace than repair.
• DOA-Sealed System and customer refuses to repair.
• Back ordered parts.
• Customer cannot be satisfied. (Service or feature related.)

When would we consider a refund request?

• When the unit is less than a year old.
• Back ordered parts.
• In extreme circumstances when we cannot satisfy the customer through any other means. (Repair, warranty extension, education)

Note: Typically, product refunds take place in the first year of ownership. If it is determined a product refund is the solution after one year of use, consider negotiating:

• Delivery and install costs
• Years of use (pro-rate)
• Use Product Replacement or RMT Process Information to review product-issue specific guidelines.

See also:

• Request to Replace New Product Due to Cosmetic Damage
• Product Support Technical Review Process
• Interaction Referral Process

Troubleshooting:

Create a technical review case for any Sub-Zero, Wolf, or Cove product replacement request. Before agreement is made, requests must go through technical review. Next steps will be provided (direction on repair or replace) by the technical review team.

• Create Technical Review
• Technical Review - Technical Service Advisor Instructions

Notes:

• Offer added warranty or a restarted warranty.
• Consider reassuring the customer if we cannot resolve the issue with this repair, we will replace the product.
• Refer to verbiage in Technical Review instruction solutions.

Sealed System Thresholds:

If a unit is in need of a third sealed system repair, consider the following when deciding if replacement is the next best step.

1. Warranty dollars spent.
2. Time between repairs.
3. Customer tolerance.
4. Age of unit.
5. Service options in the area.

Warranty Dollar Thresholds:

NOTE: Exchanges for a different brand are not possible.

Answer:

• The Product Replacement Tool is a guideline to get a price for the customer taking into account the circumstances of the situation
• Input information into applicable fields of the tool
• Provide each offer as presented by the Product Replacement Tool
  • If an agreement cannot be reached, let the customer know you will review the situation further and move to the next offer in another conversation