| A | B |
|---|
| 1. What if the eu never hears from the Service Provider…? | a. Check to see if a Service Provider was assigned and then call them to make sure they receive the RFS (Request for Service). If they haven’t received the RFS then use the Reschedule Servicer intent in WIN. If they cannot do the request then use the Redispatch intent and reassign it to another service provider. |
| 2. What happens if the Service Provider didn’t get the RFS (Request For Service) | a. If we show a claim to them then reschedule Service through the WIN Intent and email Dispatch with the claim number and notes of the problem to follow up. |
| 3. What happens if the EU had a Service Provider come out and the eu never heard back from them and the unit is still broke? | a. We need to check the claim for a backorder part or a BER (Beyond Economic Repair Status) Backorder part has to wait for the arrival and after 45 calendar days then it can be pushed to an Alternate Business Solution. |
| 4. What happens If the Service Provider or the EU missed the appointment? | a. Call the Service Provider and see if you can reschedule with the same claim number, if yes then select Reschedule Servicer Provider. |
| 5. What happens if the Service Provider is not FA (Factory Authorized) | a. You need to Redispatch in WIN using the Redispatch Intent and give Expectation. |
| 6. What happens if the EU requests a different Service Provider for being rude or unprofessional? | a. You need to apologize and Redispatch and give the reason, why and set the new appointment with the eu and give new service provider’s information. |
| 7. What happens if the Eu did not receive their box from their Repair Facility? | a. Apologize look in the contract history notes and look to see which repair facility was assigned and call them to see if they got the RFS (Request for Service) if yes then request another box to be sent and ask for the tracking number and give the tracking number to the customer. |
| 1. What happens if, the Service Provider does not know where to email the estimate? | Please instruct the service provider to email the estimate to serviceapprovals@sndirect.com |
| 2. What happens if, I pull up the notes and I see that there is a buy out offered? | The CS agent needs to verify that there are talking to the contract holder. Explain that they have been offered a buy out and they need to talk to the Claims Examiner Department. You need to call Adjudication (866-523-8649) Do not give this number out. Before you transfer the customer over to the claims examiner give the claim number and allow them to pull up the contract and then when they are ready, transfer the eu to them. |
| 3. What happens if the eu calls and says someone left a message about their buy-out? | a. Pull up their claim, verify that you are speaking to the contract holder and verify their address then transfer to claim examiners to take the call. |
| 4. What happens if, there is backorder part and it has been more than 45 calendar days from the estimate approval that is noted in WIN. | a. You need to call Claims Examiner and ask if this can pushed to go to a buy-out and work with Claims Examiner for a resolution for the eu. |
| 5. What happens if, there is lemon review and the eu has not heard from anyone? | a. CS Agent needs to pull up the claim and look at the notes, verify that you are talking to the contract holder and verify the address then transfer them to a Claims Examiner. |
| 1. What happens if, the eu calls and says they have not received their refund? | a. Customer Service Agent needs to pull up the account and look at the notes to see if a check was sent. The notes will reflect a check number and the date it was sent. If the notes do not reflect a check was sent, call Claim Examiner to make sure that the claim was processed completely and request them to process it through to claims payable so the check can be cut and sent. |
| 2. What happens if, the service provider calls and says they have not received their payment for service? | a. Customer Service Agent needs to pull up the account and look at the notes to see if a check was sent. The notes will reflect a check number and the date it was sent. If the notes do not reflect a check was sent, call Claim Examiner to make sure that the claim was processed completely and request them to process it through to claims payable so the check can be cut and sent. |
