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Non Auto Replace Units process in Canada

Internal knowledge baseGeneral Process GuidesFrontlineReplacements FL

IN WARRANTY

When a consumer calls in with a problem on one of these items, it is imperative that the product specialist still troubleshoot the issue. Our goal is to avoid sending items to a service center without reason

The product specialist is to start a new ticket and document the issue and the proof of warranty information. The following information must be provided by the consumer to proceed with the troubleshooting steps:

  1. Proof that the product is in warranty.

    1. The actual receipt from the original purchase. the warranty begins at the date of the purchase The serial number of the product. the warranty begins on the date identified on the serial number.

  2. The model number and serial number need to be provided when the item is being replaced, regardless.

Once this information is verified, troubleshooting can begin. If sufficient troubleshooting has been done and the item is still not fixed, the service center process is started.

The customer is responsible for shipping the unit to the service center and we repair it at no charge and will ship the unit back to the customer at our expense (certain escalations may be resolved by sending the label)

OUT OF WARRANTY

When a unit is found to be out of warranty then the customer needs to be advised of this.

“I apologize for the inconvenience, but it appears that your unit is out of warranty…”

Options for OOW:

  1. Offer to troubleshoot the problem.

  2. Offer a 20% discount on the purchase of a new appliance. This must be processed for the customer by the product specialist. If the consumer does not wish to process this order right away, then the product specialist can record this offer in the notes, and the consumer can place the order at a later date.

  3. It can be suggested that the consumer research a local service center and get a quote on repairs.

  4. The product specialist can offer the consumer the option to have the appliance repaired at one of our authorized service centers. This would be done at the consumer's expense. The product specialist can then provide a list of the nearest service centers or direct the consumer to the website to do a zip code search.

  5. If the consumer is not happy with any of these options, then the call can be escalated to the supervisor, who can offer a larger discount of 30%. This option is not told to the consumer it is ONLY offered if they are very unhappy with any of the previous offers.