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Field Partner Support Responsibilities for Product Replacement Requests

Topics:

  • Field Partner Support responsibilities for replacements
  • Product Replacement Monitor Page contact
  • Replacement order management process
  • Dealer credit processing for product replacements
  • Product replacement claim processing
  • Installer assignment for replacement products
  • Product replacement case closeout procedures
  • Canadian product distributor responsibilities
  • International product replacement claims process

Answer:

U.S. Product Replacement

  • Ordering replacement products
  • Managing product replacement orders
  • Taking customer payments
  • Selecting installers
  • Finding alternative installers if an installer declines
  • Following up with installers as needed
  • Processing buyback checks
  • Reverting case status when necessary
  • Managing cancellations
  • Factory Certified Installer (FCI) invoicing
  • Processing product replacement claims
  • Processing dealer credits (manual product replacements)
  • Product Replacement Case closeout

The assigned Field Partner Support Contact is listed on the Product Replacement Monitor Page.

If a customer would like to discuss the offer (renegotiate), refer caller to the Case Manager or their work group.

 

Canadian Product Replacement

  • Ordering replacement products
  • Managing product replacement orders
  • Processing buyback checks
  • Reverting case status when necessary
  • Managing cancellations
  • Processing product replacement claims
  • Processing dealer credits (manual product replacements)
  • Product Replacement Case closeout

The Canadian Product Distributor is responsible for selecting an installer and taking payment. The assigned Product Distributor Contact is listed on the Product Replacement Monitor Page.

 

International Product Replacement

  • Processing international product replacement claims
  • Reverting case status when necessary
  • Managing cancellations
  • Product Replacement Case closeout

See also:

Related Questions

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