Repair Option
WHY AHS Supply
Where to look to see if the member is being offered Replacement options or Repair options
-Answer the call within 3 seconds
-Ask and gather required verification -first and last name, full covered property address, phone number and email .
What is opening ?
To offer a replacement appliance that most closely matches the operational features of a member's malfunctioning appliance at the best cost for AHS.
What is role of an Appliance Purchasing representative?
Appliance, tax, delivery , 1 year manufacture warranty, basic install and disposal.
What is included in the CIL/E-Card amount ?
Once selected can not be changed?
What is Lowe's e-card
$20.00
What is the dollar amount use to gauge when deciding to move to replacements vs the repair.
- make the member aware of the option amount and review all disclosures?
-provide email information to submit?
-verify mailing address for check?
-state the appropriate number of days
What is CIL procedures ?
Shield Plus
Shield Complete
What contracts cover color and finish?
Price includes: Cost of appliance, tax, delivery and the 1 yr warranty.
What is calculating Outright order?
Will receive within 10/14 b/d.
What is CIL Check?
Customer Called Notes
Where should documentation be placed when only a part screen is in place?
-Did the associate obtain the final decision from the buyer or authorizer?
-Did the associate document the conversation?
-Did the associate follow PCI compliance?
What is Compliance requirement?
-If contract language advises
-If AHS has no comparable product to replace
-With Supervisor approval
When do we offer the Lowe's pricing?
- If multiple techs sent out
- If service fee was not due
When is the S/F not added back in when calculating a contract limit CIL?
Shield Plus
Shield Complete
California
What contract can the CIL be sent upfront
-Tech if Tech supply
-Parts if AHS supply -Using the part tool
Who do you notify if repairs are accepted
Buyer
Co-Buyer
Seller
Co-Seller
Authorizer
Who can make the Final Decision?
-offer 125.00
-place Att. All note if member declines offer, place in queue
-Advise if install/disposal is more than $125 to call/email with estimate . Obtain sup approval once invoice received. for approval to increase amount
What to offer if delivery company is not able to complete the install/disposal ?
CSC ER Tool
Part Screen
Call Tech
Where to find the Labor to Date?
CIL for repair options can be sent upfront.
What is California?
CIL - paid in full invoice showing that the unit is new with a 1 year warranty.
Discount program- share in AHS/HSA discounted pricing , cost will include (appliance, tax, delivery , basic install and 1 yr manufacture warranty).
Continue with the repair (advise member of ETA of the repair).
What options should be presented when offering the Repair Option and disclaimers provided ?
Verify email address before resending the portal
What is Portal offer?
M/O with Trim Kits
Refrigerator with Ice maker
Washer/Dryer with pedestal
What items can not be sent thru portal ?
Check GE site to see if a restocking fee is being charged.
- Use AP Calculator
(obtain the base cost/add $26 delivery cost/ -obtain tax rate of member)
- W/P - automatically charges $100 per item
How do you calculate restocking cost ?
-Count 10-14 b/d (if close to the date to receive, advised to wait due to once cxl can not reinstate)
-Confirm the address sent to
-Create check research (smart form)
-Place in check research note
What is the process to create a check research ?