Warranty
What is the difference between RSA and MFG warranty?
The MFG warranty is the warranty that automatically comes with the unit and is good for the first year. RSA is the extended warranty that is purchased.
What is the difference between 108 and 109?
109-afternoon triage call (1-5)
What must the customer do if their work order is for triage? (Be specific)
They must submit pictures to conn.service@conns.com. Must be of the tv on, off and of the back model # and serial #
How many zendesk tickets do we use @ the service call center?
10
What does NRP stand for?
Non Repairable
How do you know if a customer has AD Warranty?
The months would be an odd number and the purchase date would be before Sept. 2017
True/False-Zone 191 means that we are currently pending a service provider
False, 191 means that a service provider has already been assigned
Customer calls in to set up service for a recliner, however they no longer have warranty. How much would the trip charge be?
We do not do cash calls on furniture
The customer is requesting an update on a food loss claim, however there are no notes on the work order. What zendesk would you submit?
Food Loss Request> 30 days
Where would the assigned service provider's name be found on a work order?
On the 2nd line of the problem description
True/False- The customer can go to the store and add the extended warranty, after the purchase has been made.
No, it must be added at the time of purchase
What does zone 011 mean?
Infestation
What is the difference between option 1 and 9 on the main page in service AS400?
1-when you have to look the customer up by the phone number
9-if you already have the work order number
Who would a third party escalation be assigned to?
Keshia Cottom and service operations
When would you use option CSI?
To schedule a date
How much is a trip charge for 3 items?
$194.73
What must you do if the zone on a work order is 500? What does zone 500 mean?
What 2 ways would you know if the WO is a cash call?
The EPM would reach CSH, and the warranty expired
The customer has a cash call on their fridge and is now calling to pay for parts and labor. How do you proceed?
Transfer to the parts department
What does TST mean?
The product was transferred to the store for the customer to pick up
The customer calls in stating that she does not want a replacement, instead wants a credit. How would you escalate?
Send a zendesk for Disputing service replacement/credit after the claim has been approved
There is no difference, both mean hotshot
Delivery has a WH and Service has SV
Customer is upset because the service order has exceeded 30 days and no resolution has been made. What zendesk ticket would you submit?
Repair Delay>30 days
You have to change the repair address once the address has been created. What option would you use?
CRL