I apply this when taking over a call, and submit as
Can I create a part order for an out of warranty item?
Yes! We can always offer parts/service for an item that is out of warranty
Bilingual line 49707; For escalated bilingual calls please partner with a supervisor
I create this when setting up a non billable service technician
Service in Warranty ROP
I use this to check stock of merchandise
MMBE view; Remember we have to search by the article of the merchandise not the parent article
I submit this when trying to get the team to return to the home. I submit this as...
GOB/ Submit as Open
Can I offer recourse for property damage concerns?
No we cannot, these need to be handled by our property claim team members
Refund inquiry concerns
First check Sharepoint for any existing forms if there are none submitted we should submit the proper infopath form to accounting.
I can create this for a QLC preference concern
Policy exception reselection w/ a new delivery fee
I can reject an order or item(s) here
VA02 view
When making a follow up call I need to do this...
Can I accommodate a customer back to MOP form on a financed order (ACIMA/ANOW/Progressive)?
No, we can only compensate in CUAR or gift card forms
To check the status of a pending GOB; and where can this information located?
Operations team, chat them via jabber chat/ schedule is on the main customer care Sharepoint page at the bottom
Recipient select link was not recieved
I go here to see the account overview
VA05 view
Product Support Pro Tickets are submitted as...
Solved
Can I offer recourse options for an outlet item that was sold as is?
No we cannot offer any recourse options for outlet orders.
Checking the status of a goof claim; where can this information be located?
Goof liaisons at 49702 OR chat them via teams chat/ schedule is on the main customer care Sharepoint page at the bottom
Customer is calling in the day after delivery stating they never received their order. Bobdesk shows the order is complete. The customer is looking to get the merchandise delivered ASAP. What steps would you take to resolve this?
Process a items completed in error ROP, replace with same item
How do you change the quantity of an item?
For package items we need to submit a PGI/PGR infopath form. For items not in a package we can change the QTY in GUI under our VA02 view
When submitting a ticket to an extended department I need to do this...
Create a new ticket
Can I reselect on an employee order?
No, this needs to go through their leadership team.
To get an escalated customer scheduled for a date that isn't available on the delivery calendar
Submit an addon request and for escalated high priority concerns you can email routing directly at RoutingAddOns@mybobs.com
Can a C2K be created on an alternative finance order?
What steps do you take to add a CUAR to an order?
VA02, header details, payments tab, enter in your CUAR type, exp date, limit to box, order total, hit back, and save!