Product Replacement Tool

Topics:

• Customer or field partner requesting product replaced or refund for unit
• What to do when a customer would like a unit replaced
• How to process a product replacement (RMT), pro-rate, new product reimbursement
• How to use the product replacement tool; how to complete an RMT Case in D365
• Negotiation and decision making for replacement product
• Is a pro-rate offer in US dollars or Canadian currency for a customer in Canada?

Answer:

To initiate a product replacement:

1. Create a Product Replacement Request Case in D365.
   • Be sure to add the Service Company to the D365 case before clicking the product replacement button to make sure the service company is notified of the replacement offer.
2. Click Product Replacement.
3. Location Verification
   • Verify information is correct.
   • Customer address populates from D365 case.
   • Click save and continue.
4. Product Selection
   • Direct replacement: A direct replacement was found.
     • Model will prefill.
     • Change the model, as needed.
     • Accessories for the selected model will appear to the right.
     • Check box for any accessory you are including with product replacement.
       • Accessories are no charge (tool shows a price for your information).
       • Change accessory quantity by clicking the green pencil.
     • Click save and continue.
   • Direct Replacement: This appears to be a discontinued item.
     • If available, discontinued item from known inventory (XA) is shown. 
     • Review factory inventory.
       • Do the math.
         • If Warehouse Inventory minus Customer Order Quantity leaves units available, select warehouse line.
         • Check box indicating “I confirm product is available.”
         • Check box for any accessory you are including with product replacement.
     • Communicate to the customer:
       • Explain this is a discontinued product.
         • Inventory is low; customer must act quickly (accept offer) so order can be placed to secure product.
   • Discontinued Product - View Discontinued Inventory
     • Use XA Discontinued Inventory button to view All Discontinued Inventory in XA. 
       • Select available models in Option 2.
     • Inventory for products that are discontinued after September 2, 2025, will be viewable in 'SAP Inventory'.
       • The SAP Inventory button opens CS Material Workbench in PowerBI. 
       • Active View: Discontinued Items
       • Material: Input Model
   • Discontinued Product - No Inventory
     • Proceed with a current model for replacement (Option 2).
       
     • Click save and continue.
5. Claim Information
   • Verify:
     • Case manager
     • Number of products owned
     • Customer contact information
     • Customer email address (required)
       • If customer does not have an email address, check the box Customer does not have email addresses (Will require for the agent to accept on their behalf any offer).
       • It is possible to accept on behalf of the customer with permission.
     • Additional emails may be added (one email per line).
   • Complete the following:
     • Current Service Issue
     • Out-of-pocket Expenses (if applicable)
     • Production Disposition
       • Replacement Product Unit Disposition
     • Special Notes
       • Ex: Customer to pay delivery and installation; customer would like to use X installer; please contact customer with delivery and install quote; replacing one product with two, see RMT ticket #xxxxx.
       • If there is a product replacement situation with two units together, a new logo and handles should be sent for the unit not being replaced, so they match.
         • See Sub-Zero Logo and Square Handle Standoff Change.
         • It is also necessary to replace the dual installation heater if the unit being replaced has the heater kit attached.
         • See Sub-Zero Dual Installation Kit Information.
       • If there is a product replacement in which one product is replaced with two (that is, range replaced with cooktop and wall oven).
         • Select one product in the product replacement tool.
         • Note both products in the special instruction's field.
         • Add a note on the product replacement monitor page, notify replacing one unit with two.
     • Check applicable Service Issues.
       • For Unit Down, in addition to selecting the box, enter a note in the Special Notes field indicating unit is down. 
     • Installation Questions
       • Must be completed before negotiation begins.
       • Some answers may affect the installation charges.
       • Answers to installation questions will appear in offer letter.
       • When the result = New Product Reimbursement offers only, there are no install questions.
   • Click Save and continue.
6. Negotiation
   • Present each offer to the customer as it appears.
   • Do not skip offers.
   • Declined offers:
     • Click declined.
     • Present next offer.
   • Click Accept Offer upon agreement to consider offer.
   • If all calculated offers are declined, an override screen will appear.
     • Enter override amount.
     • Note reason for override (negotiation details).
   • Canadian customers must pay the equivalent amount in Canadian dollars to the Product Distributor.
     • The Product Distributor will convert to Canadian currency.
     • Pro-rate offers for customers in Canada are communicated in US dollars.

• You MUST select the box next to the departments you want to notify. No note will be sent unless the box is checked.
• Choices:
  • Case Manager
  • Field Parter Support/Distributor
  • Installer
  • FSM
  • FPS
• Always select the FPS box if the FPS coordinator needs to be involved. This will send a direct note to the FPS person assigned to the account.
• If FPS is not selected, the agent will not receive the information.

• Product Replacement Communication - Affiliated Distributor
• Product Replacement Communication - Non-Affiliated Product Distributor