Guarantee Steps

Here are the steps to follow in a guarantee call

1. Validate the guarantee request (guarantees)

2. File a guarantee form (forms)

3. Send the template to the technician edited with the information from the customer

4. Respond to the customer to request patience for 24-48 Hours

Guarantee Steps

1. Any response to the templates will be forwarded to the guarantee thread

2. Approval

   1. Create the guarantee appointment with the same technician assigned (Same Technician)

   2. Guarantee Reason should contain the following

      1. Initial Repair Done

      2. Initial Complaint

      3. Current Complaint

   3. Notify the customer via email with the information listed below

      1. Inspection is only covered to determine the cause of the issue

      2. Repairs will only be covered if it is related to the previous repair/installation

      3. Any additional parts/repairs needed not relating to the previous appointment will be charged

      4. Date and Time of visit

   4. (new technician)

      1. Create a guarantee appointment by sending the link to the customer

      2. Guarantee Reason should contain the following

         1. Initial Repair Done

         2. Initial Complaint

         3. Current Complaint

         4. Guarantee Call is for inspection only

         5. The technician is to forward any concern to dispatch before doing any repairs for approval

      3. Send the link to the customer

   5. Confirmatory, additional & repeat inspection

      1. These are guarantees approved on special circumstances for a service call

      2. Guarantee Reason should contain the following

         1. If no inspection notes were done

            1. Approved for inspection only, please present the quote to the customer on the repairs needed

         2. If inspection notes were placed by the previous technician

            1. Approved for another diagnostic, previous inspection states: ie. Sealed System Tech needed, Heater not working

3. Denied Approval

   1. Verify Decline Reason with MT (pending process) Not applicable for now

   2. Respond to the customer with the following

      1. Denied Approval

      2. Reason for Decline

      3. Alternative offers

Guarantee Follow Ups

1. Make sure to validate the technician's status and notes on his profile

   1. Suspended, Blacklisted, or Inactive Techs marked as DNR, or for removal will automatically have an approval for a new technician

2. The timer starts upon sending the template to the technician.

3. The technician is given initially 8 Hours to respond

4. If the technician does not respond within the 8-hour time frame warn and place an extension for 1 hour

5. If no response has been received after the final warnings a new technician will be provided to the customer

6. Notify the previous technician about deductions and go through the normal guarantee steps