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Product Replacement - Current Service Issue

Topics:

  • Examples of current service issues to use in the Product Replacement Tool
  • Is the information from the current service issue field in the RMT application used to determine causes of replacement?

Answer:

The "Current Service Issue" field in the Product Replacement Tool is very important in our analysis of product replacement causes. Please make an effort to include the real, or perceived, product problem that led to the replacement.

Some examples of helpful entries (note that they do not need to be lengthy to be helpful):

  • Needs CB which is NLA
  • Leak in loop
  • Several burners not igniting
  • Porcelain coming up in front sump corners of both ovens
  • Icing in freezer
  • Crack in sump area
  • Range is out of square

Some examples of the type of entry to avoid:

  • Customer requesting replacement
  • Unit unrepairable
  • Customer satisfaction
  • Repeat service calls
  • Customer has been without unit for months
  • DOA

Refer to RMT Ticket in SalesLogix for further instruction.

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