Skip to main content

Product Replacement Status, Monitor Page

Topics:

  • Customer has not heard from the Product Distributor regarding replacement of their product
  • What is the status of a customer's RMT, product replacement?
  • Who should be contacted regarding the status of an RMT?
  • Who handles concerns, questions, complaints, delays, product availability, scheduling, or payments regarding an RMT?
  • How to read product replacement monitor page
  • Is the offer letter attached for viewing?

Answer:

Access the Monitoring Page through the Product Replacement Request Case in D365 by clicking the Product Replacement button.

  • View status and information on product replacement offer.
  • Old product replacements will have a modified Monitor page that contains all of the information from the product replacement tab.
  • The information will continue to update on the page as the replacement progresses.
  • See also, Product Replacement Tool - Add Attachment to Monitor Page.

Details:

  • Main Ticket Statuses:
    • Pending written acceptance
      • The offer letter has been sent and is awaiting acceptance
      • The letter is not available for viewing
    • Pending customer payment
    • Pending distributor
    • Pending installer agreement
    • Pending distributor order
    • Pending installation
    • Installation completed
  • Installer, product order #, product availability, scheduled install date and completed installation date will fill in as the steps are completed.

Existing Product:

Customer Information:

  • Customer, ability to edit
  • Product Location
  • Email Address, ability to edit and add email address (1 email per line)
  • Preferred Phone, ability to edit
  • Current Service Issue, ability to edit

Replacement Product:

  • Item #
  • Model # (replacement model selected)
  • Item Description
  • Serial # (will fill in after installation)

Requested Accessories:

  • SKU, Description, Quantity, MSRP of accessory shown, if applicable

Related Questions

DID THIS ANSWER YOUR QUESTION?

We're standing by with answers

Whether you're shopping for appliances or have questions about those you already own, we've got the resources you need. Talk directly to a customer care expert at the Sub-Zero, Wolf, and Cove service center, or connect with an appliance consultant at an official showroom near you. Get quick answers online, or reach a certified service provider or installer. And much more.

 

Call us at (800) 222-7820