Notes

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (LRI:AGB)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R - Set clear expectations with the customer about the LOCAL REPAIR INVOICE:APPLE GENIUS BAR resolution. The Cx is aware that the cx needs to take the item to an apple genius bar or an authorized Apple store to repair it, then pay for the repair and send us the receipt,


E.- The Cx is aware that 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 via VIA in DAYS business days.
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (LRI)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to change the resolution to

[Resolution]: Pulled up the claim and set clear expectations with the agent about the LRI approval, cx will be refunded via check in 5 bd after the invoice is sent and verified

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (CED)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R - Create a CED ticket for the customer
E.- The cx is aware a check will arrive in 5 bd for $AMOUNT
S.-
.
Subject: CED over my limit - CED #CED for $AMOUNT
.
Warranty:
CED Ticket:
Amount :
.
*** please make sure to include BOTH , Areli and Maya in the email ****
[email protected] and [email protected]
.
Reason why exception was made:
- Monthly Plan Refund
- Accessory Reimbursment
- High Risk Threat
- Warranty Refund
- AD Issue
- Shipment Reimbursment
- Exception over Payout
- Better Customer Experience
- Misinformed by Reseller
- Issue not Covered T&Cs
- Diagnostic Fee Reimbursment
- Lost in Transit
- Tax Refund
- Fast Cash Remaining Amount
- Deductible Refund
- Item Reimbursmet (Wty Canceled)
- Damaged in Transit
- Wrong Payment Method Proccesed
.
Approved by Hugo Blancas, MX, Supervisor.
Location: MX
Title: Supervisor Hotline

Description:

Address:
.
-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (CED)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to change the resolution to

[Resolution]: Pulled up the claim and set clear expectations with the agent about the creation of a CED ticket for the customer and to please aware the cx that a check will arrive in 5 bd for $AMOUNT

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (CED-UNAUTHORIZED CHARGES)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because the cx has some unauthorized charges on the cx's banking account and wants a refund for this. The cx was not aware he was sold this PP.
R - Create a CED ticket for the customer for the last 3 months charges.
E.- The cx is aware a check will arrive in 5 bd for $AMOUNT.
-Cx is aware a confirmation cancellation email will arive on 03/02/2023
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (CREATE ACCOUNTING TICKET)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because the cx has not gotten the payout yet
R - Create the accounting ticket by following this KBA 000035750


E.- The Cx is aware that a check will be received in 5 bd for $AMOUNT
S.-
.
Resend Check
Amount:
Mailing address:
.
Resend Gift Card
Amount:
Correct email address:
.
-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (CREATE ACCOUNTING TICKET)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in because the cx has not gotten the refund yet.





[Resolution]: Pulled up the claim and set clear expectations with the agent about the creation of the accounting ticket by following this KBA 000035750 so we can resend the payout to the cx.



-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (UPDATE ACCOUNTING TICKET)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because the cx has not gotten the payout yet
R - Update the accounting ticket by following this KBA 000035751


E.- The Cx is aware that a check will be received in 5 bd for $AMOUNT
S.-
.
Issue: Customer has not gotten the check yet
Correct name:
Correct mailing address:
Correct amount: $
.
Issue: Customer has not gotten the gift card yet
Correct name:
Correct email address:
Correct amount: $
.
-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (WRONG-NOT REGISTERED)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- Agent NAME
A.- Customer requested to speak with a supervisor because REASON.
R.- I saw the WTY is canceled but anyway it will allow us to change the cx's information so as the account is not registered I asked the agent to register the account and then transfer again. I referred to this KBA 000038597 as our team leaders have asked us to do.
E.-
S.- Team Leaders Maya and Areli.

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (WRONG-TV/APPLIANCE)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- Agent NAME
A.- Customer requested to speak with a supervisor because REASON
R - Ask the agent that since the item covered is an appliance to please transfer this to the correct queue called TV/APP Escalations according to this KBA 000037652 and referred the agent to this KBA 000036624 to verify what Items the Appliance Team Handles.
E.-
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (WRONG-SPANISH)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- Agent NAME
A.- Customer was about to be transfered to a sup because of the T&S alert on the account
R - Ask the agent that since the call is in spanish to please transfer this to the correct queue called Spanish Escalations according to this KBA 000037652.
E.-
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (WRONG-THD ESCALATION)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- Agent NAME
A.- Customer was about to be transfered to a sup because of the T&S alert on the account
R - Ask the agent that since the reseller of the item is The Home Depot to please transfer this to the correct queue called THD Escalations according to this KBA 000037652.
E.-
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (WRONG-T&S ALERT)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- Agent NAME
A.- Customer was about to be transfered to a sup because of the T&S alert on the account
R - Ask the agent that since the navigator tools does not show the message to transfer this to the escalation queue; to please do not transfer it and instruct the agent on what needs to be done regarding the T&S notes. I referred the agent to this KBA 000039792.
E.-
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (APPLIANCE-TECHNICIAN LEFT WITH NO REPAIRS)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

No PER/PERD accurate to the scenario of this call so I selected the closest reason.

C.- NAME
A.- Customer requested to speak with a supervisor because the repair technitian left the location with the parts and did not fix the item at all.
R.- I followed this KBA 000026382 and followed the FTR procedure.
E.- Cx is aware our appliance support team will review the notes and follow up with the cx within one to two business days.
S.-
.
What date was the service technician out to the call?
Was the appliance working when the tech left the site or was it never repaired?




If repaired, how long after did the appliance fail?
What is the current issue/s you are experiencing now?
What parts were installed?
Did the tech take the parts with them?
.
-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (APPLIANCE-LOCAL REPAIR NETWORK (DTR)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because
R.- I followed this KBA 000037186 and file a new major appliance claim and approve the claim for Diagnostic Truck Roll (DTR). Inform the cx that we will send a Technician to diagnose the issue and the Technician will not perform a repair during this appointment. Also informed she will receive 2 emails: 1 email confirms the approved claim and provides details about your assigned technician. The other email includes a link for tracking the cx's claim status. And she may contact the listed technician with any service questions.
E.- A visit from the technitian on

Additional information: N/A
Model details: N/A
SN: N/A
Rev: N/A
Part recommendation: N/A
Built in or stacked?: N/A
Appointment:

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (APPLIANCE-ALTERNATE RESOLUTION )-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R.- Offered that we approve this for an alternate resolution; the cx accepted so I followed the KBA 000035774 and Perform the following:
1. Document CARES notes on the Claim Processing ticket.
2. Change CP or CT ticket ownership to the Appliance Replacement Queue.
3. Change the ticket status to "New".
and
4. Inform Customer:
They’ll receive an email regarding an alternate resolution.
Reply back to the email with any questions or concerns.
E.- A follow up via email in within the next 1-2 business days regarding an alternate resolution.
S.-

Additional information: N/A
Model details: N/A
SN: N/A
Rev: N/A
Part recommendation: N/A
Built in or stacked?: N/A
Appointment: N/A

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (REPLACEMENT)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
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. Once we obtain a replacement, this will complete the cx's Protection Plan.






E - Cx is aware that It usually takes us 5 business days to find a replacement and follow up with the next steps.
S -

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (LOST/STOLEN - CONSUMER CELLULAR)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

No PER/PERD accurate to the scenario of this call so I selected the closest reason.

C.- NAME
A.- Customer requested to speak with a supervisor because customer did not receive the replacement because it was lost/stolen
R.- Follow this KBA 000034815 on the section "File a retry for lost or stolen". The KBA and the actual FACA (OLD) have totally different information so I left the problem code of "because customer did not receive the replacement because it was lost/stolen" in the description
E.- Advise the Customer that they will receive a new replacement from Consumer Cellular in one to three business days via USPS Priority Mail.
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (REFUND DEDUCTIBLE)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because the cx wants to get the deductible charge back as the claim was not satisfying for the cx.
R.- Pulled up the claim and I refunded the deductible on this claim by clicking on the "Refund Deductible" Legacy Link and set clear expectations with the customer about the refund of the deductible being succesfully done.


E.- Since there is not any KBA available with a procedure to follow about this so the cx can expect the refund for $AMOUNT to the original credit card in 3-5 bd depending the financial institution.
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (REFUND DEDUCTIBLE)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to have the deductible refunded to the cx as the customer does not want to repair the item anymore and wants to close this claim.

[Resolution]: Pulled up the claim and I refunded the deductible on this claim by clicking on the "Refund Deductible" Legacy Link and set clear expectations with the customer about the refund of the deductible being succesfully done. Also there is not any KBA available with a procedure to follow about this so I told the agent that the cx can expect the refund for $99.99 to the original credit card in 3-5 bd depending the financial institution. I also closed the claim.

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (DEDUCTIBLE WAIVED)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to let us know the cx is not happy with paying for the deductible again after he already paid for it once and the resolution was not succesful.

[Resolution]: Pulled up the claim and set clear expectations with the agent about the deductible being waived as a courtesy to the customer on this claim

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (LOST/STOLEN)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because the cx states the item has been lost by the carrier; ADDITIONAL
R.- Follow this KBA 000032055 and since the item is lost going from the Customer to the Depot; Use a CED Funds ticket to reimburse the customer since we can verify the following:Customer used our FedEx shipping label and the item shows it was in transit according to this Inbound Tracking Number: NUMBER
E.- A check for $AMOUNT in 5 bd to the cx's Mailing Address:
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (LOST/STOLEN FROM THE DEPOT TO THE CX)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because the cx states the item has been lost by the carrier when coming back from the depot
R.- I followed this KBA 000032055 and create an Admin ticket for the Back Office team to submit a lost item claim with the shipper. From the Tickets & Tasks tab in the claim: Click New Ticket. Select Admin Ticket. Enter the Subject: FedEx lost Item. Enter Description: Note tracking number and FedEx lost package details (ex.stuck in transit, delivered to the wrong address etc.) Select the correct Ticket Reason: Shipping Requests and Ticket Reason Detail: Lost Package. Attach a copy of the original item POP for the Back Office team to submit a lost item claim with FedEx. Click Save.

Continued following this KBA 000032055 and since the item is lost going from the Depot to the Customer; I followed these steps; File a Retry Claim and use Admin2 Functions to reimburse customer via Affidavit Payout: File a RETRY Claim. Enter necessary information on Page 0. When did the problem start? Use Today's Date Was it the result of an accident? No Select from the drop-down: "Broken in transit"
Problem Code: Features- "Other features issues" (This problem code does not exist so I selected power issue). In "Please describe the problem in your own words, including how it happened" include: Lost/Stolen Package From the Depot to the Customer, Tracking #: Exit FACA, proceed with Admin 2 functions. Refresh Warranty Page. Click Retry Claim. Select Details tab, scroll and select Update Claim. Select "Submit Claim for Processing" and close the window. Select Update Claim again. Select Approve Claim. Claim Type: WARRANTY, Resolution Type: PAYOUT, Agent Name: SQUARETRADE, Payout Method: Check, Estimated Resolution Cost: (I was sure to verify price from PoP) and select Approve Claim.
Set clear expectations with the customer about the AFFIDAVIT resolution. The Cx is aware that we will send an affidavit through email that needs to be signed and sent back to us by email and after we get it we will process the reimbursment in 1 bd. Cx is aware that the protection plan will be completed.
E.- A check for $AMOUNT in 5 bd to the cx's mailing address.
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (CARRIER LOST PACKAGE)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to know what to do next as the package was lost by the carrier.

[Resolution]: Pulled up the claim and set clear expectations with the agent about following this KBA 000037171 and this KBA 000037172 and to warm transfer the Customer to the Escalation Supervisor Hotline to resolve the issue accordingly.

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (CORE EXTENSION)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because wants to do an extension on the time he has to send back the damaged item to us after the replacement one is received. This is for the Advanced Exchange resolution.
R.- Follow this KBA 000028850 and
E.-
S.-
.
-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (EMAIL REFUND CONFIRMATION)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because the cx is asking for a confirmation that the refund is being processed.
R.- Set cleat expectations with the cx about the refund process and send a confirmation email of the refund.
E.- Cx is expecting a refund via VIA in DAYS bd days.
S.-
.
Regarding your claim number CLAIM, we've diagnosed the item as beyond economical repair so we're processing your payment via Walmart Gift Card for the amount of $AMOUNT.

Please allow between 1 to 2 business days for you to receive the Gift Card by email.

Thank you,
Hugo,
Supervisor.
.
Regarding your claim number CLAIM, we can confirm that the invoice has been uploaded and now we're waiting for it to be verified by our team, this usually takes 1 business day to be verified.

After verified we'll be processing your payment via check for the amount of the repair (up to the price of your item)


Please allow 5 business days for you to receive the check by mail after it is sent.

Thank you,
Hugo,
Supervisor.
.
Regarding your claim number CLAIM, we can confirm that the invoice has been uploaded and now we're waiting for it to be verified by our team, this usually takes 1 business day to be verified.

After verified we'll be processing your payment via check for the amount of the repair (up to the price of your item)
Please allow 5 business days for you to receive the check by mail after it is sent.

Thank you,
Hugo,
Supervisor.
.
-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (LRI: INVOICE NOT VERIFIED)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because the cx has not received her refund yet.
R.- I uploaded the receipt on the View Claim Status (LRI) by following this KBA 000040744
E.- The Cx is aware that once we will process the reimbursment in 1 bd for the amount the cx paid for the repair ($AMOUNT) via check in 5 business days.
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (LRI: INVOICE NOT VERIFIED)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

No PER/PERD accurate to the scenario of this call so I selected the closest reason.

[Issue]: Agent called in to know what to do as the invoice was sent a long time ago and the claim status has not been updated

[Resolution]: Pulled up the claim and set clear expectations with the agent about letting the cx know we will escalate this and update him in 1-2 bd. I uploaded the receipt on the View Claim Status (LRI) by following this KBA 000040744

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (TRANSFER TO CONSUMER CELLULAR)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because the cx wants to know when the replacement phone will arrive.
R.- By following this KBA the CC ships the item so transfered to CC at the 888-345-5509 so they can provide the cx this info.
E.-
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (FURNITURE - PHOTOS)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R.- File a new claim for the cx and inform the customer has received an email requesting pictures of their damaged furniture item. This email includes a link to upload images and instructions.
E.- Customer is aware that the Furniture Team will reach out within 1-2 business days via email after the pictures are received
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-EMAIL MESSAGE (ACKNOWLEDGEMENT FORM)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

Hello NAME,

Thank you for filing a claim with Allstate. Your claim has been identified as needing further review. This does not necessarily mean that anything is wrong, but we need to manually review your claim. First, you will need to complete an Acknowledgement Form. To begin, please click the link here.

Once we receive the completed form, our team will review and get back to you within 2 business days. In the meantime, there is no need to call back to check your claim status.

Thanks,

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (MANUAL DENY - THEFT/LOSS)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-
.
C- NAME
A.- Customer requested to speak with a supervisor because REASON
R - The claim was denied as NOT_WITHIN_TCs
Reason Description: THEFT-LOSS.
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."
.
-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-EMAIL MESSAGE (CALL BACK NOT ANSWERED)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

Dear NAME,

Regarding your warranty number NUMBER,
I tried to get in touch with you but the line was unresponsive. Please give us a call at 877-927-7268 between 5am to 9pm PST where one of our Specialists will assist you with your claim.

Thank you,
Hugo,
Supervisor.

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (KUDOS CALL)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because the cx wants to give the agent a kudos call.
- Cx wants to congratulate the agent for her good joob, also wants to add that she's wonderful, compassionate and understanding, really very good
R.- Take the cx's feedback and created the agent a CCT form for Customer Commendation.
E.-
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (NOT REGISTERED)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

No PER/PERD accurate to the scenario of this call so I selected the closest reason.

C.- Agent NAME
A.- Customer was about to be transfered to a sup for an unknown reason
R.- Since the account is not registered I asked the agent to register it and call us back as I can't accept the transfer if it's not registered according to what our team leader told us to do.
E.-
S.- Team Leader Maya Ramirez

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (UPDATE PAYMENT INFORMATION)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because the cx wants to update the payment information on the PP.
R.- I followed these KBAs 000041569 and 000043614. So from the Warranty Page, click the View & Update Payment Method action link. Confirm the Customer’s Email address. Click on Send Email to generate an email to the Customer with Payment link. Advise Customer to click View and Update Payment Method action link in the email they receive and confirm email was sent successfully. Advise Customer that once completed, they will receive a confirmation email stating that their payment method has been updated in our system.

The cx says he does not want to follow that so I followed this KBA 000042657 and advise the Customer I am authorized to make an exception and update the payment details over the phone.From the Warranty Page, click View & Update Payment Method. Send the email to the Customer. Access the History tab to locate the email we sent to update the payment method. Open the email to view it. Click Update My Payment Method as if you were the Customer. Ask the Customer for the required information: Card number Expiration date Security code. Click Confirm preauthorization to submit the new payment information on behalf of the Customer.
Document in the comments: “Payment method updated on behalf of the Customer as an exception.”
E.-
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (Must Take Escalation Scenarios)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- Rosalie Desgranges and Darryl from Consumer Cellular
A.- Customer was transfered per this KBA 000040742 (Must Take Escalation Scenarios) that states "Partner rep is calling on behalf of the Customer" as a valid transfer reason.
R.- What you do to resolve the issue
E.- Expectation like time frame for resolution or update
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (UPLOAD POP)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer was transfered to a supervisor because the cx is having issues uploading the PoP and customer insist on staying on the line while they submit their receipt.
R.- I followed this KBA 000040546 (Supervisor/Manager: PoP Exception Process). Create an Admin ticket with the following information:
Subject: PoP Request Manager Exception
Ticket Reason: Other
Ticket Reason Detail: Other
Disposition: Under Review
Then close the Admin ticket. From the Admin Ticket, send the email titled Manager Only - PoP Request Manager Exception Template in the US Templates folder. Stay on the line to wait for the Customer to reply with their PoP. Once PoP is received on the Admin ticket as an email attachment, download it and upload the PoP to the Customer’s Warranty on the Attachments tab. Verify PoP and confirm the Admin ticket is set to Closed.
E.- Expectation like time frame for resolution or update
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (APPLIANCE-POP UPLOAD ISSUES)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer was transfered to a supervisor because the cx is having issues uploading the PoP and customer insist on staying on the line while they submit their receipt.
R - I accepted the call as stated on this KBA 000038589 (Appliance: Verify POP in FACA). I followed this KBA 000040546 (Supervisor/Manager: PoP Exception Process). Create an Admin ticket with the following information:
Subject: PoP Request Manager Exception
Ticket Reason: Other
Ticket Reason Detail: Other
Disposition: Under Review
Then close the Admin ticket. From the Admin Ticket, send the email titled Manager Only - PoP Request Manager Exception Template in the US Templates folder. Stay on the line to wait for the Customer to reply with their PoP. Once PoP is received on the Admin ticket as an email attachment, download it and upload the PoP to the Customer’s Warranty on the Attachments tab. Verify PoP and confirm the Admin ticket is set to Closed.
Now that I received and verified the POP; warm transfer the Customer back to the Spanish Appliance queue to file a claim.
E.-
S.- Specialist NAME took over the call.
.
Additional information: N/A
Model details: N/A
SN: N/A
Rev: N/A
Part recommendation: N/A
Built in or stacked?: N/A
Appointment: N/A

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (APPLIANCE-POP UPLOAD ISSUES-THE HOME DEPOT)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer was transfered to a supervisor because the cx is having issues uploading the PoP and customer insist on staying on the line while they submit their receipt.
R - I accepted the call as stated on this KBA 000038589 (Appliance: Verify POP in FACA). I located the PoP online at homedepot.com, download it and upload the PoP to the Customer’s Warranty on the Upload tool. Verify PoP and confirm the Admin ticket is set to Closed.
Now that I received and verified the POP; warm transfer the Customer back to the THD Appliance queue to file a claim.
E.-
S.- Specialist NAME took over the call.
.
Additional information: N/A
Model details: N/A
SN: N/A
Rev: N/A
Part recommendation: N/A
Built in or stacked?: N/A
Appointment: N/A

-=-=-.-=-.-=-=-.-=-SEND EMAIL TO A DIFFERENT EMAIL ADDRESS-=-=-.-=-.-=-=-.-=-

I informed the cx that I MUST ONLY manually send emails to the email address on the Customers Profile page in Salesforce. If the Customer requests to have the email sent to a different email address, we will follow instructions in Transfer Plan / Update Email KBA; as per this KBA 000027390.

-=-=-.-=-.-=-=-.-=-ESCALATION (STAIN KIT FAILED)-=-=-.-=-.-=-=-.-=-

C- NAME
A.- Customer requested to speak with a supervisor because the stain kit was not enough to remove the stain. (The agent says the rug has some smell and we don't cover that, that's why the cx escalated but the cx did not mention any of that)
R - I followed this KBA 000028002 (Stain Kit Resolution FAQs) step by step and:
1. Say: “I’ll file a new claim in order to resolve this issue for you. I’ll need to confirm some information with you that you may have provided on your last call.”
2. Close the original claim: Navigate to the action links on the Claim Page. Click Update Claim. Click Mark Resolution Complete.
3. From the Warranty Page, click File a New Claim: RESULT: The “Looks like you’ve had a previous claim” screen appears.
4. Select Stain kit didn’t fix my issue.
5. Continue filing the claim.
6. From the Awaiting Image Upload page: advise the Customer that we will need 2 pictures showing: A close up of the unresolved stain, after the kit was used and a pic of the the entire item and message that our team will review the pictures within 1 day of submission and provide next steps via email for an alternate resolution.
7. Close the File a Claim window.
8. Confirm that: The Claims Triage ticket is closed, AND it's in the Furniture Picture Review Queue.
9. Log the call and add CARES on the Claims Triage ticket.
E - Cx is aware that our team will review the pictures within 1 day of submission and provide next steps via email for an alternate resolution.
S -

-=-=-.-=-.-=-=-.-=-APPLIANCE ESCALATION (NOT HAPPY WITH RESOLUTION)-=-=-.-=-.-=-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because he is not ok waiting for this issue to be solved and the tech informed the item is BER
R.- I followed this KBA 000035774 and Inform Customer:
They’ll receive an email regarding an alternate resolution.
Reply back to the email with any questions or concerns.

Also did a $50.00 CED for the laundry.

E.- Cx is aware within the next 1-2 business days he will receive an email regarding an alternate resolution.
S.-

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Additional information: N/A
Model details: N/A
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Rev: N/A
Part recommendation: N/A
Built in or stacked?: N/A
Appointment: N/A