Product Replacement Communication - Affiliated Product Distributor

Topics:

• Product replacement through Affiliated Product Distributor (PD)
• For a replacement product, does Field Partner Support (FPS) contact an Affiliated PD?
• Product replacement communication with Affiliated PD
• Does FPS email the scheduled installation date to the Case Manager?
• Does the Case Manager update the customer if there is a delay?

Answer:

Product replacement updates and changes are communicated via email through the product replacement tool. If the replacement product offer has been accepted and Affiliated Distributor (AD) notified, the Administrative Team is in charge of processing the RMT:

• This entails taking customer payment, ordering product and following up with the installer if the need arises.
• After an email is sent to the installer, the installer has 48 hours from the date/time received to contact the customer.
• Any scheduling, installation, or product availability questions that come in for AD exchanges, should be directed to Field Partner Support (FPS) – not the Product Distributor.
  • If customers would like to make a payment, send them to Field Partner Support (Lync FPS group for availability).
  • Do not transfer the call to FPS until you receive notice someone is ready to take payment.
• If a customer would like to discuss the offer (renegotiate), refer caller to the case manager or their work group.

• Product Replacement Status Monitor Page
• Product Replacement or RMT Process
• Closing Advocate Cases - Best Practice
• Product Refund - Buy Back