Notes

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Hi, thank you for calling SquareTrade, this is Hugo, can I please have your first and last name?
.
Thank you. Are you calling to start a new claim, to follow up on an existing claim, to register a product or anything else?

"Thank you for choosing The Home Depot Protection Plan, my name is Hugo. In order to best assist you may I please have your name?"

"Thank you for choosing The Home Depot Protection Plan."

"Gracias por escoger el Plan de Protection de The Home Depot. Le atiende (tu nombre). Para servirle mejor, me puede decir su nombre?"

"Gracias por escoger el plan de Protección de The Home Depot."





=-.-=-.-=-=-.-=-.-CLAIM-FULL(GENERIC)-=-=-.-=-.-=-=-.-=

C - CCI to file a claim on a
A -
R - Set clear expectations with the customer about the
E -
S -

=-.-=-.-=-=-.-=-.-CONTINUE CLAIM-=-=-.-=-.-=-=-.-=

C - CCI to continue a claim on a
A -
R - Set clear expectations with the customer about the
E -
S -

=-.-=-.-=-=-.-=-.-(ESCALATION) MFR REFERRAL-=-=-.-=-.-=-=-.-=

C - NAME
A.- Customer requested to speak with a supervisor because REASON
R - Set clear expectations with the customer about the MFR referral since the customer is still under the MFR warranty. I transferred the customer over to MANUFACTURER to the phone number PHONENUMBER
E -
S -

“I have good news! Based on the information you provided, the manufacturer can actually help you with this issue. Your protection plan remains available for when your manufacturer coverage is no longer active.”

=-.-=-.-=-=-.-=-.-REGISTER-=-=-.-=-.-=-=-.-=

C - CCI to register a
A -
R - Set clear expectations with the customer about registering the item and about the confirmation email regarding the registration
E -
S -

=-.-=-.-=-=-.-=-TROUBLESHOOT MOBILE PHONE-=-=-.-=-.-

C - CCI to file a claim on a
A -
R - Set clear expectations with the customer about the TROUBLESHOOT MOBILE PHONE resolution. The cx is aware that an email with instructions to follow will be sent and to back up the device's data before the cx follows the steps.
E -
S -

=-.-=-.-=-=-.-=-.-CANCELATION-=-=-.-=-.-=-=-.-=

C - CCI to cancel a warranty for a
A -
R - Set clear expectations with the customer about canceling the warranty and refer her to her bank to dispute the charges
E -
S -

=-.-=-.-=-=-.-=-.-CANCELATION (THD TAXES)-=-=-.-=-.-=-

C - CCI to cancel a warranty for a
A -
R - Set clear expectations with the customer about canceling the warranty and since the cancellation window is within 90 days, we need to proceed with cancelling warranty for a full refund with tax, sent via check so we need the PoP to view how much taxes he paid on this; a CT ticket was created in order to request the PoP. Set clear expectations with the customer about the need of PoP, also about the email the cx will get with instructions on how to send us the PoP and that we will follow up with the cx in 1-2 bd once it is verified to continue with the cx's claim.
E -
S

-=-.-=-.-=-CANCELATION (MORE THAN 90 DAYS)-=-=-.-

C - CCI to cancel a warranty for a
A -
R - Set clear expectations with the customer about canceling the warranty and since it has been more than 90 days from the purchase date, we need to proceed with cancelling warranty with a pro-rated refund with taxes sent via check, so the cx is aware the refund amount will be $AMOUNT sent via check in 5 bd.
E -
S -

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (CALL DISCONNECTS)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R - Caller disconnected. Call the customer back, I was unable to reach the customer, I left a voice mail
E -
S -

"This is Hugo with the [Home Depot Protection Plan/SquareTrade] returning your call. I’m sorry we were unable to connect at this time, and welcome you to call us back at the 877-927-7268 between 5am to 9pm PST where one of our Specialists will assist.
Thank you for choosing The Home Depot Protection Plan/SquareTrade. Have a great day!"





-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (CLAIM ON HOLD (PoP)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R - Set clear expectations with the customer about the need of PoP, also about the email the cx will get with instructions on how to send us the PoP.


E - Cx is aware we will follow up with the cx in 1-2 bd once it is verified to continue with the cx's claim.
S -

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (IMEI NUMBER)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R - Set clear expectations with the customer about the need of the IMEI number to continue with the cx's claim. Referred the customer to the mobile carrier since this is a non-working device. I transferred the cx to Consumer Cellular at the 888-345-5509
E -
S -

=-.-=-.-=-=-.-=-.-=-.-FASTCASH-=-=-.-=-.-=-=-.-=-.-=

C - CCI to file a claim on a
A -
R - Set clear expectations with the customer about the FASTCASH resolution. The Cx is aware that he will receive the amount of $AMOUNT via VIA in DAYS bussiness days and Cx is aware that the protection plan will be completed. Also the cx is aware that if the cost of a replacement item is more than the cx's Fast Cash payment, the cx may submit documentation of replacement cost and we’ll pay the cx the difference, up to the price of the original item.
E -
S-

=-.-=-.-=-=-.-=-.-DEVICE EXCHANGE-=-.-=-.-=-=-.-=

C - CCI to file a claim on
A -
R - Set clear expectations with the customer about the DEVICE EXCHANGE resolution. The Cx is aware that we will ship the replacement device within 1 bd and the Cx is aware that he needs to ship us his old item via Fedex within 7 bd of receiving the new item, and that the prepaid shipping labels will be received by email, cx is aware of the $750 hold and that it will become permanent if the device is not sent or unlocked. Customer is aware that the protection plan will be completed.
E -
S -

=-.-=-.-=-DEVICE EXCHANGE (CONSUMER CELLULAR)-=-.-=-.-

C - CCI to file a claim on a
A -
R - Set clear expectations with the customer about the DEVICE EXCHANGE FOR CONSUMER CELLULAR resolution. The Cx is aware that we will ship the replacement device within 1-3 bd using USPC and the Cx is aware that he needs to ship us his old item via USPC within 7 bd of receiving the new item, and that the prepaid shipping labels will be received along with the new device.
E -
S -

=-.-=-.-=-=-.-=-.-AMR (REIMBURSMENT?)-=-.-=-.-=-=-.-=

C - CCI to file a claim on a
A -
R - Set clear expectations with the customer about the AMR resolution. The cx is aware that in an email that the cx will receive shortly, the cx will find a prepaid shipping label that the cx will use to ship the item to us. The cx is aware to be sure to take it to the Fedex location so they can scan it and send it to us and it'll take 2 bd for us to get it. Once we have received the item, the refund will be issued within 1 business day and the cx will receive the refund via VIA within DAYS business days for the amount of $AMOUNT. The cx is aware that once we have paid the cx for this item, the plan is completed.
E -
S -

-=-.-=-.-=-=-MAIL-IN REPAIR (DEPOT REPAIR)-=-.-=-.-=-=

C - CCI to continue a claim on a
A -
R - Set clear expectations with the customer about the Mail-In Repair resolution. The Cx is aware that we will send prepaid shipping labels via email and once he sends the item to us via fedex it will take 2 bd for us to get it, then the repair center takes 5 bd to repair the item and the repair center send back the repaired item using fedex and it takes 2 bd for the cx to get it back.
E -
S -

=-.-=-.-=-=-.-WORK WITH OUR REPAIR CENTER-=-=-.-=-.-

C - CCI to continue a claim on a
A -
R - Set clear expectations with the customer about the Work with out repair center to repair your item resolution. The Cx is aware that our repair center will contact the cx in 1-2 with next steps and once we get his item it will take the repair center 2-5 bd to repair the item.
E -
S -

-=-.-=-.-=-=-.-Local Repair Invoice (LRI)-=-.-=-.-=-=

C - CCI to file a claim on
A -
R - Set clear expectations with the customer about the LOCAL REPAIR INVOICE resolution. The Cx is aware that the cx needs to take the item to a local repair shop to repair it, then pay for the repair and send us the receipt, once we receive the receipt we will process the reimbursment in 1-2 bd for the amount the cx paid minus the deductible of $AMOUNT. The Cx will be refunded via check in 5 bussiness days.
E -
S -

-=-.-=-.-=-=-.-Local Repair Authorized (LRA)-=-.-=-.-=-=

C - CCI to file a claim on a
A -
R - Set clear expectations with the customer about the LOCAL REPAIR AUTHORIZED resolution. The cx is aware that she only has to pay for the deductible if the claim has one and we will provide the authorized repair shop with information of her claim so they can assist her with this, then the cx has to take the item to the authorized repair shop and show the voucher we've emailed her so they know that squaretrade is paying for it and the repair shop will repair it.
E -
S -

-=-.-=-.-=-=-.-=Local Repair: Apple Genius Bar-=-.-=-.-=-=-.-=

C - CCI to continue a claim on
A -
R - Set clear expectations with the customer about the Local Repair: Apple Genius Bar resolution. The Cx is aware that she needs to take the item to an Apple Genius Bar or an authorized center, pay for the repair and send us the receipt through the platform, and once we get it and verify it we will process the reimbursment. The Cx will receive the amount payed for the repair via VIA in DAYS bd and Cx is aware that the protection plan will be completed.
E -
S -

=-.-=-.-=-=-.-=-.-=-.-RAPID REPAIR-=-=-.-=-.-=-=-.-=-.-=

C - CCI to file a claim on a
A -
R - Set clear expectations with the customer about the RAPID REPAIR resolution. The cx is aware that the cx will receive a claim approval email shortly with a prepaid shipping label for overnight delivery. The repair center repairs and ships the device the same day via overnight delivery. The cx is aware the cx will need to back up any data and disable any tracking software or apps before leaving the phone at a FedEx branch, not in a drop box. And the cx will be notified by email with a tracking number when the phone is back.
E -
S -

-=-=-.-=-.-=-=-.-=-.-=-REPLACEMENT-=-=-.-=-.-=-=-.-=-.-=

C - CCI to file a claim on a
A -
R - Set clear expectations with the customer about the REPLACEMENT resolution. The cx is aware that we will try to find the cx an exact replacement in new or like-new condition. If an exact one is not available, we will provide a similar model with similar features. We may require the cx to send back the damaged item and all original accessories before we ship the replacement. It usually takes us 5 business days to find a replacement and follow up with the next steps. Once we obtain a replacement, this will complete the cx's Protection Plan.
E -
S -

=-.-=-.-=-=-.-=-.-CANCEL A PP (TARGET)-=-=-.-=-.-=-=-

C - CCI to cancel a PP on a
A -
R - Set clear expectations with the customer about canceling the warranty with Target since it in the First 90 days of purchase and Target handles and refunds on the original payment method. Offered to be transferred but the cx will them
E -
S -

=-.-=-.-=-=-.-=-.-=-.-UPDATE EMAIL-=-=-.-=-.-=-=-.-=-.-=

C - CCI file a claim on a
A -
R - The email address on the account is wrong so I set clear expectations with the customer about how to update the email address on the account online, the cx is unable to do it so the Trust & Safety ticket was created and the cx is aware we'll send the cx an email with instructions on what we would need in order to update the email for the cx. After we receive the cx's reply, the cx will receive an email within 2 business days to confirm the email update.
E -
S -

-=-=-.-=-.-SHIPPING LABEL NOT RECEIVED-=-=-.-=-.-

C - CCI to continue a claim on a ITEM. The customer is not able to open the file to print the shipping label.
A -
R - Set clear expectations with the customer about the customer's being simply able try to open the file on a computer and if it does not work, to go to a local FedEx, or Library to print out the label; the cx is unable to do so.

The cx does not have an active email on the account, so I have the cx probe to see if the cx has an option to email it to a friend or relative that can print it out.





Since none of this worked the cx is aware about the resend of the shipping labels and that the cx will get them by mail in 7-10 business days, and a core extension was done to add 7 more days.
E -
S -

-=-=-.-=-.-=-=-.-=-ESCALATION (FAX SOMETHING)-=-=-.-=-.-=-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because the cx wants to send something by fax.
R - I provided the fax number: 415-520-5594 and the cx is aware he needs to include the following on the fax cover sheet: Name, Address, Phone Number, Warranty Number.


E - Cx is aware they will receive an email once we confirm receipt of the fax and when we receive a fax, within 24 - 48 hours of receiving it, the Back Office Team attaches it to the applicable.
S -


-=-=-.-=-.-=-MANUAL DENY (NATURAL DISASTER)-=-=-.-=-.-

C- CCI to file a claim on a
A - I denied the claim as NOT_WITHIN_TCs
Reason Description: ISSUE_NOT_COVERED.
R - Set clear expectations with the customer about the reason of the denial.
E -
S -

"From your description of the issue, it sounds like your item may be impaired as a result of accidental [physical or liquid] damage. Our plans are designed to extend protection of your item for long-term issues, not to cover products that were damaged to begin with. The Protection Plan you purchased protects against mechanical or electrical failures like no power or failure to charge, hard drive malfunctions, or port issues, but does not cover damage resulting from accidents."

-=-=-.-=-.-=-MANUAL DENY (THEFT-LOSS)-=-=-.-=-.-

C- CCI to file a claim on a
A - I denied the claim as NOT_WITHIN_TCs
Reason Description: THEFT-LOSS
R - Set clear expectations with the customer about the reason of the denial.
E -
S -

"SquareTrade covers mechanical and electrical failures that occur during normal use. In order for SquareTrade to repair the unit, an item is required to be in possession. With that being said, your plan does not cover items that have been lost, stolen or otherwise irretrievable. What I can recommend is for you to contact your insurer or file a police report if your unit has been stolen. They might be able to help retrieve your unit for you."

-=-=-.-=-.-=-DENIED CLAIM (NEGLIGENCE)-=-=-.-=-.-

C - CCI to file a claim on a
A -
R - Set clear expectations with the customer about the resolution that the system popped up, in this case it is NEGLIGENCE. The cx is aware that the PP the cx purchased cannot cover this kind of issue.
E -
S -

"From your description of the issue, it sounds like your item may be impaired as a result of accidental [physical or liquid] damage. Our plans are designed to extend protection of your item for long-term issues, not to cover products that were damaged to begin with. The Protection Plan you purchased protects against mechanical or electrical failures like no power or failure to charge, hard drive malfunctions, or port issues, but does not cover damage resulting from accidents."

-=-=-.-=-.-=-FURNITURE QUE NO ENTIENDO NADA-=-=-.-=-.-

C - CCI to continue a claim on a outdoor sofa kit; a spot of the sofa falls apart like a malfunction
A -
R - Set clear expectations with the customer about that we are now matching the cx to the right technician who can best resolve the issue. Also informed the cx about the status of the claim and we will send the cx an update in 2-3 business days. Also about the two pictures of the damaged product, we have emailed the cx to do so and that we cannot assign you to a technician until we have these images.
E -
S -

-=-=-.-=-.-=-=-.-=-T&S (ESCALATE)-=-=-.-=-.-=-=-.-=-

C - CCI to continue a claim on a
A -
R - This message appeared on the account; "MESSAGE" Set clear expectations with the customer about the transfer to a team that can help the cx.
E -
S - SUPERVISOR took the call.

-=-=-.-=-.-=-=-.-=-SYSTEM CONCERN FORM-=-=-.-=-.-=-=-.-=-

Email Subject: System Concern Ticket

Warranty/ Claim ID
System Concerns Ticket #
Issue

-=-=-.-=-.-=-=-.-=-CORPORATE MAILING ADDRESS-=-=-.-=-.-=-=-.-=-

2000 Sierra Point Pkwy, Ste 300
Brisbane, CA 94005

-----------------------------CONTRAS-------------------------------

- [email protected]
- sykm_hublancas
- [email protected]
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