Thermostat Categorization
What's the correct TF for:
Customer contacted us as their Nest Thermostat was not powering up whatsoever.
Display won't Turn on
What are all the mandatory Account Information we are supposed to ask for in every single call.
- Customer's first and last name
- Customer's Email address
- Customer's Best Callback number
The call started, we give our opening and confirm who we are speaking with. The customer responds and starts explaining their issue before the call dropped. Since we didn't confirm their phone number we don't attempt a callback and discard the case.
How many auto fails, if any, are found in this scenario?
1) Not attempting a callback
2) Discarding a valid interaction
What are ALL the Spare Part expectations that we need to give the customer when processing one
2 Business days
What information is required to determine a thermostat's compatibility
- Make & Model for old Thermostat
- Make & Model for the HVAC system
- Picture of the old thermostat's wiring.
What's the correct TF for:
Customer contacted us as their thermostat was showing a W5 error code.
Can't see networks
Name all authentication methods
Legacy Account - 5 Digit Code
Migrated - Online Device Prompt/App Code/Web Verification/SMS Verification
Why is it an autofail when you reset the WWN connection without informing the customer what it will do.
The WWN connection is an integration service for 3rd party products that has since been deprecated. if we reset the connection without telling the customer the repercussions it is an autofail as apart from Alexa which can be recovered by Nest Pros, the connections can't be established again.
What are the Standard Exchange delivery expectations
- 5-10 Business days from beginning to end of the process
- 45 Days to send their device back to us
How can we help a customer install/wire a humidifier
Recommend a Nest Pro installation
What's the correct TF for:
Customer contacted us as their thermostat was showing offline in the app. There were no attempts from the customer to troubleshoot previous to contacting us and it has stayed offline ever since.
Disconnected from network
In a full Out Of Scope call (Not relating to Google Products whatsoever) what is the Account Information we need to ask
Customer First and Last name
We had an interaction with the customer but they had to go early so we sent them a follow up email. We closed the case and some time passes by but we noticed the case was back in our Assigned Pool. What should we do in this case?
Check if the customer sent a reply to our email and respond before closing
When creating an Advanced Exchange we need to confirm about Gpay. What do we need to do?
We need to go to the gpay website and confirm their payment method.
What's the first step we should do when a customer's thermostat is changing temperature by itself.
- Check the energy history for what is making the temperature change.
What's the correct TF for:
Customer contacted us as their thermostat was showing an E298 error code.
Power error message
Scenario: You are being transferred a case from the Lock department with a customer needing assistance with their Thermostat. The Lock agent provided you all the necessary case information and we agreed to take the transfer but then the call drops. What are we supposed to do in this case?
We are required to call the customer back and continue the case as we were provided all the necessary case info.
Customer contacted us as they were unable to view their devices in the home structure and needed our help. We check GNest admin and we notice that the customer has multiple structures, with PII information on them, how should we tell the customer in what structure their device is in?
Either ask the customer what the name of the structures are, or inform the customer that their home structures contain PII information and if we have their permission to disclose it.
When should you send a CR in regards to RMAs
When you create an Advanced Exchange (HW650)
Customer has a battery issue with their thermostat, what are all the steps we should take before having them charge the thermostat.
- Check the power readings
- Check if it's due to a WiFi issue
- Check if it's showing a power error
- Make sure the wires are properly connected
What's correct TF for:
Customer contacted us because the temperatures were changing by themselves. He set the temperature to 71 but it was changing to 75. After making some troubleshooting steps we identified that the issue was due to the Eco Mode feature that was changing the temperature and so we deactivated it.
Enabling or Disabling features
Customer is contacting us regarding an issues they've been dealing with, the last contact was 10 days ago and the issue was not resolved them, should you duplicate the case?
Yes!
We all should know about the fact that not stating the outbound spiel in an outbound is a Privacy Auto fail, but why is it an autofail in the first place?
Due to the law in certain States where it is a 2 party consent state, this means that all parties involved need to consent to a recording for it to be allowed. Not disclosing it means we are illegally recording them and can therefore sue Google.
We sent out an update back in September in regards to keeping the customer safe from Phishing. We stated that whenever the customer orders an Advanced Exchange, they should confirm the cart link address to begin a certain way to make sure it's coming from us. How should the cart link begin?
Customer contacted us as they wanted to install a Nest Thermostat but the the Nest Thermostat has only one terminal for O/B but they have 2 wires on their old thermostat, One for O and one for B(There is a C connector in the old wiring.). What do we do in that scenario?
We should suggest the customer to get a relay wire installed for it to be in the O/B terminal with a single wire.