Customer Requesting Wine Loss Compensation 

Topics:

• How do we handle a customer requesting wine loss compensation? 

Cause:

• Customer requesting compensation for wine loss due to product failure

Answer:

Any request for wine loss compensation will be forwarded to Liability, regardless of dollar amount.

• If Service has not diagnosed the problem:
  1. Contact the local Factory Certified Service (FCS) company and request they contact the customer to diagnose/repair the unit.
  2. Provide the service company with an authorization to cover the cost of the repair if needed.
  3. Advise FCS to list temperature log data documentation on the warranty claim.
  4. Follow steps listed below to create a case and escalate to liability.
  5. Advise the caller that if their claim is accepted, Sub-Zero will take possession of the wine.
  6. Advise the caller they can expect a return call within 24 business hours.
• If Service has diagnosed the problem:
  1. Follow steps listed below to create a case and escalate to liability. Advise the caller they can expect a return call within 24 business hours.
• If the customer insists wine loss justifies a new product:
  1. Follow steps listed below to create a case and forward to liability.
  • Depending on warranty status, replacement request will be handled by Product Support or a Customer Advocate.
  • See Interaction Referral Process for more information.

Steps to follow to create a Property Damage/Liability Case in D365:

• Case Title: Wine loss request due to product issue
• Case Type: Liability
• Case Sub Type: Property Damage
• Status Reason: In Progress
• Description: Document request details. Make note of any attachments (invoices, pictures, etc.). 
• Service Company: Include if FCS used.
• Owner: Liability

From the Case Timeline, email the case using the Case Collaboration Template to [email protected].