Water/Sewer
Customer who has Core+ calls in stating they have a backup coming from their kitchen sink. Are we able to move forward with the request?
No, we would offer a referral
Customer calls in and states they smell gas. What is the first instruction we should give?
Get out of the home (then contact utility)
This component on a furnace is only protected under Core+ and above for the current SA or legacy Premier/Premier+
Heat exchanger.
The garbage disposal is included on these protection plans.
Premier/Premier+/Total Home+
Which company is currently going through a lawsuit for a failed compressor which is causing us to delay starting service requests for their refrigerator?
LG
Customer who has Total Home calls in stating about 1 month ago had a sewer line problem to where they hired a contractor to replace broken pipes in their yard and inside of the home. They did not contact us prior. Are they eligible for reimbursement?
No
What are three items for OE that we protect (besides lines)?
Weather head/ service entry cable/ conduit/ meter base/ ground rod
This routine maintenance should be done every 30-90 days for a gas furnace to avoid loss of proper airflow.
Changing the filter.
This piece of important information helps secure the right contractor to service an appliance as not all contractors are licensed in every one.
Brand of appliance
In what scenario(s) would we request an inspection report?
MM customer calling within first 90 days or first-time use for HVAC
Customer who had Total Line protection calls in stating they have noticed their water bill going up although their actual usage has remained the same. They do not detect any leaks. What is the first step?
Contact utility to confirm increase in metered usage.
Customer has (new) Total Line Protection: We sent out on 8/8/20 for IE and approved $430 in repairs. They call back 7/29/21 for a new issue. What is their remaining balance?
$1570
This system heats and cools using pressurized refrigerant
A Heat Pump
True or False – Emergency service is an option as long as they request same day service
False, appliances are not eligible for emergency service.
How many days does a customer have to report a surge incident to us (with surge protection)?
14
Customer has legacy Premier and calls in stating they have a backup coming from their kitchen drain. We had sent a contractor out and they cleared a clog from the same drain/ backup situation 2 months ago. Are we able to start another service request?
Yes (assuming they have RB available)
Sarah calls in and states she noticed her service entrance cable is sagging. The only issue she has noticed is the lights flickered during a storm two days ago. Would we send out?
No. Provide referral.
True or False - A leak in the line set would be approved for repairs under the current SA as well as legacy IGS and MM agreements
True
For a Palmetto Utility Shield customer (not legacy CHAMP), what is the maximum repair credit available for a failed appliance?
$250
What is the process for fireplace service requests under plans with fireplace protection?
Customer enrolled to Core on 4/21/2021. They call in on 11/1/2021 stating they are having backup in their main drain. When asked about previous issues customer states they did have some roots pulled back about two months ago. What are the next steps?
We will need to deny the request and remove OS protection.
An electrician calls in stating the customer has a Federal Pacific Panel and they are wanting to replace it due to it being a fire risk. Would we approve?
Yes
Under the new Service Agreement, only these types of valves are protected for AC/HP
Premier/Premier+ is the only plan out of all plans offered that has protection on this one item
Instant Hot Water Dispenser
IGS will pay up to what amount for local building permits under Premier Plus.
$250