This is the template sent to the technician every time a ticket is filed. This is for normal guarantee calls that fall within the 90 days
The template below is sent to the technician after a guarantee request has been created. They are sent in 3 separate messages and will be edited based on the customer's inquiry.
Message 1
Hi {tech name}!
This customer has submitted a guarantee request (Appointment ID) because they are experiencing issues after the service they received. In order to determine whether or not this should be covered under guarantee, we need you to go check on the issue they’re currently having. If it’s related to the original issue or repair, it needs to be resolved without charging the customer. If it’s deemed to be unrelated, the customer needs to be provided a quote to fix the new issue.
Message 2
We want to give you the chance to correct this and keep the payout you received for the initial service, so please let us know of a date and time when you’d be able to go back to this customer to check on this.
Message 3
If we still haven’t received a response in 8h, we’ll have to send a new technician out to look at it. This new technician will then be the one to determine whether or not this should be covered under guarantee. If they deem it related to the original issue, the payout you received for this job will be charged back from you to cover paying the new technician for their work. To avoid this, make sure you respond and handle this situation yourself.