a. Repair Status

US

Request a supervisor's assistance to obtain the status of the repair or use the BO Support Chat.
After sharing the information if no other action is required, we can complete the ticket.

CA

Look If there is information in the sub-ticket.
If there is no information on the sub-ticket, we can send an Email to the service Center and request an update.
After sharing the information if no other action is required, we can complete the ticket.

b. Long wait for Repair

US

Request a supervisor's assistance to obtain the status of the repair or use the BO Support Chat.
After sharing the information if no other action is required, we can complete the ticket.

CA

Look If there is information in the sub-ticket.
If there is no information on the sub-ticket, we can send an Email to the service Center and request an update.
After sharing the information if no other action is required, we can complete the ticket.

c. Repair not effective / Ticket closed

● IF it is a Fully Auto that is not flowing: make sure the customer primed the unit correctly.

Once we have more details about the issue we can send it back to repairs. Escalate the ticket to “repairs”. The ticket should remain “in process”.
Make sure to leave detailed notes about the issue the unit is having.
If a 3rd repair is necessary internally escalate to a supervisor who will work with Corporate.

d. Accessories Ordering

e. Spares part Ordering

If we have a part number proceed as follows:

If Under $25 sends it as a courtesy, create the order in Encompass.
If Above $25 we will request a POP. We will follow the warranty policy. The ticket should remain “In process”.
Out of warranty share the link so the customer can purchase it out of pocket. The ticket can be “completed”.

If not:

f. Shipping issues

We need to recommend the customer to initiate a claim at Fedex website.

● We can share the link https://www.fedex.com/en-us/customer-support/claims.html

Once information is shared we can complete the ticket.

g. Warranty inquiries

Read and understand the customer’s requirements.
Research (Website, Salsify, etc) and share the information required by the customer.
Once all the information has been shared and if no other actions are needed we must move the ticket to a “completed” status.

Emails Workflows

General