Exceptional Delivery
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100
Dishwasher is leaking water from underneath.
Send SR to T2 Priority.
100
This is how much a Trip Charge is for a failed delivery in Hollywood CA.
What is $35
100
Item shows cancelled in OMS but MDO has confirmed in CAT that they have the item and is advising we uncancel the order in HJ so they can deliver.
Item is cancelled in OMS and hasn't been delivered to the member. We can not uncancel. Member will have to reorder.
100
Member advises team scratches her front door frame while delivering fridge, is asking for compensation or they will return the fridge. Previous agent sent SR to T2 to offer the member STS.
This is not a STS issue, damage claim will have to be created for property damage.
100
MWO to fix dining table could not be completed due to stripped screws. Item is OOS.
Check Vendor Contact in KB for how to handle. May be able to have replacement part sent to member, MDO may be able to provide hardware, or return and new order will need to be placed.
200
Member said team refused to setup patio furniture, has party in 3 days and needs patio set! Out of Network delivery RXO.
Offer member comp to contract their own person to complete setup in time for party. Reach out to Sup for approval if over limit.
200
Installer calls for a Trip Charge and states the item did not fit so they are returning it to the MDO. This is how you would process it.
Add Trip Charge in a new product line. Since the firm is taking the unit back to the MDO, the original order will be cancelled once HJ is updated to CMDR.
200
Member's delivery was scheduled for tomorrow but was mistakenly cancelled in HJ. Marked Shipped in OMS. MDO has the item. Member is escalated and demands delivery tomorrow.
Can be uncancelled. Contact Sup to request Uncancel ASAP, Ops may be able to uncancel immediately. Order will have to be rescheduled, call MDO to confirm force book for tomorrow or work with member for reschedule.
200
Team hooked up power cord wrong and it sparked out the back of the dryer during test run. Team left the member's home before calling in. SR sent to T2 for STS as member advised they want to fix the dryer themselves.
We can not offer STS for instances where a member advised they will fix an appliance themselves. This item poses a possible functional or safety hazard and will need exchange.
200
Member requesting 4MM needed for exchange delivery. Exchange has just been created and is EDI, not in HJ yet.
Must wait until exchange is processed into HJ before creating MWO.
300
Member says team left fridge in middle of kitchen and refused to hook up due to valve, Team scratched wall and was rude to the member.
Contact member, address valve requirements and possibly schedule MWO, advise/create Damage Claim, submit feedback form.
300
Driver submits this photo for proof of attempted delivery to Mary Member 723 Leaping Lizards Ln, Buttercream LA, 55555 and requests a trip charge. Member does not answer their phone.
No Trip Charge. This is the incorrect address. Member is at 723 Leaping Lizards Ln. Photo is from 732.
300
Member ordered 2 fridges on the same order and wanted them delivered to different addresses. Both on same PO. MDO Cancelled one fridge and delivered the other, now member is requesting second fridge uncancelled for delivery. Item is not shipped in OMS.
Can not uncancel. Cancelled item in HJ will cause OMS to cancel. Member will have to reorder with corrected address.
300
SR states member's item had a scratch and member requested exchange, item still at their home. Previous agent's notes do not indicate STS was attempted. Exchange has already been keyed in OMS. Member needs to be scheduled for delivery.
Contact member to schedule and offer STS. Member may choose to keep original delivery for STS and exchange can be cancelled.
300
Knobs on front of range were broken during shipping. Delivery is completed but member wants replacement knobs. SR sent to T2 CL to assist.
Confirm Vendor Contact/MSC Appliance Guide. Connect member with CTWS for replacement part. (Do not send to T2 Appliance)
400
Member reports wrong mattress delivered, MDO confirmed swapped with other delivery stop. Item is Out of Stock.
Offer STS. Assist with new purchase. Contact sup for approving coupon matching/comp.
400
Member requesting cooktop install. Confirmed included on website. Provider search shows dishwasher installer but nothing for cooktop.
Attempt to contact the RCM to see if there is a provider can complete Cooktop install. If not able to then offer member $200 to contract their own installer.
400
This is the column in HJ that tells you what RA the ROR is tied to, even when RMA is blank.
What is MS#
400
Member's Fridge costs $1,499.99 with no coupons or price matches and was delivered with multiple scratches on front door. Member is interested in STS but has asked for more than $150 already and is requesting $400 to keep. This is Level 2 in STS Calculator.
$400 is less than 30% of the unit price. You can offer the member the $400 STS and key the compensation in OMS yourself using the pre-approval process.
400
Member is requesting address change for their delivery. Confirmed same MDO. Sup Verified new address. Order is Out of Network and final mile delivered by RXO.
CAT to RXO (Cat Group 41) to advise of the address change. Refresh SR for follow up. Do not call RXO they can not do address changes over the phone.
500
Member has not received update regarding Shed delivery. REG in HJ. Ship Via - ABS Ground. Vendor tracking says Delivered. Member's address is in Juneau AK.
Outer Territories delivery. CAT to Outer Territories team to confirm delivery. CAT to Vendor to request BoL. If not received by DDC, send SR to T2 Standard.
500
Member requests delivery only and not with 3rd Party provider. Order is Teal (Installer Pickup) in HJ. Item is in XDS and scheduled for 3 days away.
Change handling code in HJ to Leave in Carton. Reschedule member via HJ availability. Cancel order in SB.
500
MDO states they need delivery uncancelled in HJ, item was delivered 2 days ago to the member. You confirm delivery happened with photos in Descartes. OMS is cancelled.
We can uncancel. Member has not been charged for the item if OMS is cancelled. Confirm with member they agree to be charged for item. Contact Sup to add to Uncancel sheet and to submit email for recharge/OMS update.
500
While taking inbound calls to assist you get a Delivery Driver advising Washer has a scratch. Member agrees to STS. Since you are a T2 agent you should key the DG form and the STS form for this call?
No! You should never key the DG form and the STS form for the same call/item. The DG form has the STS details built into it and keying multiple forms will result in the item being accounted twice.
500
Fridge is delivered to member's garage but setup is on 3rd floor. 4MM is needed. This is the correct steps in creating the 4MM.
Two MWOs must be created.
Setup should be selected as the action needed on the first. If Haul Away is needed it should be added as well.
4MM should be the action needed on the second.
Both should be scheduled for the same date. The time window set to 7:30-9:30 am.