In Warranty Positioning

Best positioning phrases for troubleshooting an in warranty product
Name: 


  1. Customer is In Warranty and we want to convince the customer of why troubleshooting is important.
    A. “Mr. Parker, you have a brand-new unit and I do understand how frustrating it can be when new appliances go through certain mishaps. So, before we jump right into sending a technician out, I want to ensure whether or not we can help solve this issue at home for you. Running through these troubleshooting steps is very beneficial because if we ski them and the technician comes out and deems it as an issue that could’ve been solved at home and sees that the unit is not defective, that unfortunately would be an out-of-pocket expense for you. I don’t want you to have to run that risk of having to pay for a unit that’s under warranty.”
    B. “I understand that you would like service and I will gladly set you up. How long have you had the unit? When was it installed? The reason I am asking you this is because we can try to resolve the issue over the phone which would save you time and money. Yes, you are under warranty but waiting for the service center means you are taking time off from work when it could be something simple that we can resolve within a few minutes.”
    C. “If the cx is in warranty, we troubleshoot with customer. That way we can save the customer some time from having to wait on a tech to come out to repair the unit or to save customer from having to take off time from work. We try to not cause an inconvenience to customer that’s why we offer the troubleshooting, because the issue that you are having can be resolved over the phone."
    D. “Mr./Mrs., troubleshooting is important because that allows us to give a detailed description to the technician and service center based on what is going on with the unit prior to them coming out to service the appliance. Not only is it helpful to them but it is also helpful to you because it may be able to provide a helpful resolution to you to fix the ongoing issue. Therefore, avoiding any possible out-of-pocket expenses for in-warranty service due to failure of troubleshooting.”
    E. "I would be more than happy to assist you in getting your issue resolved today. Let’s go over some trouble shooting steps and see if we can get the unit working. I wouldn't want to inconvenience you with having to wait for a technician to come out, which may take a few days."





Alorica Training
Training Department
Alorica, Inc.
Simpsonville, SC