What's an Appliance?
Water dispenser
UCS
We click this if the customer has not uploaded the POP
Click Verify POP under Digital POP.
The customer needs the serial number to continue with a L&G claim.
The customer does not need the serial number.
Customer calls in after repair failed within 30 days.
Failed Truck Roll (FTR)
What does The Home Depot expect SquareTrade to do?
The Home Depot US (THD US) expects SquareTrade to advocate on the Customer’s behalf, when a Customer is having an issue with assistance from the Manufacturer.
What is the sealed system?
The sealed system is the main cooling system that regulates the refrigerator temperature. Sealed system issues are present when the fridge and/or freezer experience cooling loss.
Built-in Microwave
Appliance
If there is no digital POP we do this
Click Verify POP under Uploaded POP
What must we check when filing a L&G claim?
The Owner's Manual
Messaging provided to a customer that calls back refusing an AV request.
We strive to resolve our Customer’s issues in one call, and if the item needs repair, in one visit. This saves you time and gets your item up and running quickly. Without the (photo or video of the issue), it could take two technician visits to repair the appliance due to diagnosing and then parts ordering. Would you like to move forward with providing (photo or video) to help us resolve your issue effectively?
What are the requirements for the advocate process?
Customer’s Plan is from THD US.
Is an eligible Major Household Appliance or Lawn & Garden item.
Model and serial number of the item is collected and included in the CARES notes.
Direct Dispatch was attempted when applicable.
There is a denied manufacturer referral claim on the Customer's plan.
Customer is within the manufacturer's coverage
Who can repair the sealed system?
ONLY manufacturer Technicians are certified to repair sealed system issues.
George Forman Grill
UCS
The customer uploaded the POP we verify it here
Verify PoP through Show Receipt.
What should we check for in the owner's manual first?
The MFR warranty
Key points to mention when addressing pushback when a customer does not want repair.
How long do we wait on the line for the manufacturer?
10 minutes
The suggested messaging for a Sealed System diagnosis
This is a sealed system issue, which has extended coverage from the manufacturer. The manufacturer has technicians that are certified to handle this issue. I will now check for available appointments with the manufacturer.
Snow Blower
Lawn & Garden
The POP we receive from the reseller
Digital POP
What do you use to troubleshoot L&G items?
The Owner's Manual
Customer calls back about an In-Home repair appointment that is showing as accepted in Salesforce. What should we do?
Contact the Repair Technician
How long does the advocate process take?
Up to 3 business days
What's the first thing we do when the manufacturer completes a repair on the Sealed System, but the Customer is still experiencing an issue?
Call the MFR on the customer's behalf
Gas Go-Kart
SquareTrade does not sell Protection Plans on ATVs, go-karts, or 4-Wheelers. Customers should be refunded since these plans are invalid.
This is needed when verifying POP under show receipt
The model number
What's the difference between LRN L&G vs In-Home Repair?
LRN for L&G items is different from In-Home Repair, as Technicians do not enter the Customer’s home, and our team does not order or send any parts to the Customer. This resolution can take up to 30 days as the Technician picks up the item, fixes it, and returns it back to the Customer.
Use this KB when a customer doesn't want to wait for an on-site repair.
MA and L&G: Repair Pushback Messaging 000045266
During the THD US Manual Advocate Process. This is the messaging we provide to the customer when the MFR cannot assist or is unreachable.
Since we were not able to reach the manufacturer within 10 minutes, we will have our Appliance Support Team reach out to them on your behalf. Please allow us up to 3 business days to reach back out to after this call with an update and potential resolution.
A customer has a delayed SS repair of more than 5 business days, but less than 3 weeks. What do we do?
Offer Customer $150 towards a mini fridge for a short term solution to encourage them to wait for their appointment.