D1 coordinator - Mackenzie Thompson, Elizabeth Carol
D4 coordinator - Robert White, Eric Price
Manager: Chris Senechal
Maritimes and Quebec Coordinator - Ana Santos and Karin Lemiex
Manager: Melissa Guichard
All District Director: Neil Henry
Cancellation
- No tech/ cancel the job make sure you have notation on the file.
- Tech/ check overage if there is Wasted trip please forward-QC status
Refund
- check if customer paid at the store or on us
- if store, customer need to purchase at the store
- if on us then you need to email Montana collins and cc Jean Cadet
Reschedule
- check and get the customer preferred date
- Check if its E-tech or subcontractor
- if E-tech please email the coordinator
- If subcontractors please email the tech and cc coordinator
- if rescheuel due to delivery issue please change the delivery date on the top of the job and put the status on pending and update.
Service call
- check if the service has leak need to email the claims and cc coordinator
- If customer called in of the installation issue advise to reach out to the store first to send us a PO.
- If store asked for the service call ( Rona and BBY) please create a PO
- get more information of the installation issue then put notation on the file
- Duplicate the job, change the sku to service call unpaid, put the tech to NOT ASSIGNED, and Put the status into FORWARD- QC and update Job.
- Related the job to the original job
Quote
- Customer called in to follow up the Quote and no Quote uploaded Email the tech if subcontractor and cc coordinator. IF E-tech email the coordinator.
- Customer called in to proceed the installation and ready to pay.
- Duplicate the job and put the sku into separate overage fill in the cost at Overage box tech cost (tech cost at the Quote job, Invoice and retail, Unvoice Description(service needed to be done) Overage Category ( customer paying) and Dirst overage ( approve ) and update the job once collected the payment at Square.
- Collect the payment at Square Take payment. Amount should be included the tax, Note (put the service needed ) either you can send the link to the customer phone number or get the cresit card information then charge. Send the reciept to customer through email or text.
- Go to transaction and get the receipt number and note on the file (put into private).
- email the tech assingned that the customer already paid and ready to set appointment
Overage
- Tech called in to collect additional service, asked the tech cost and asked the additional service.
- Go to overage 1st or 2nd click the box and fill the tech cost and wrap up. you need to add collect the retail cost =tax. collect at square and Go to transaction and get the receipt number and note on the file (put into private).
[Monday 4:03 PM] Pama, Queendolyn
- We can Create a Service call uder rona and BBY
Haul-away of the water softener? -$65 +tax
take away of the Tv prior - $85 +tax
disconnection / destacking of units - 85 qc +tax
installation of JUST ELECTRICAL dryer - 150 +tax
disconnection / destacking of units - 125 QC
installation of JUST GAS dryer - 200 QC cost
Plumbing disconnection for Vanities trip $85 +tax
[Monday 4:04 PM] Pama, Queendolyn
BBY - customerservice@bestbuy.ca
LEONS/ Brick - installations@thebrick.com
CT - homeservicescase@ctfs.com
Mabe - servicerequest@mabe.ca
Nat - RetailDispatch@nautilus.com
CAS - aftersales@canadianappliancesource.ca
Hi
I just wanted to let you know that the job listed in the subject line need a confirmation of the delivery date for us to schedule the installation service.
Please acknowledge that you received my email.
Kind Regards
Queen Pama
Hello JUDY LEEMING
We hope you are doing well. As discussed please find attached a copy of the quote regarding the additional service for the dishwasher.
Should you choose to move forward please also let us know what would be the best time to contact you to collect payment so we can book the installation accordingly.
We look forward to serving you
Thank you
[Monday 4:05 PM] Pama, Queendolyn
Alternative number email store
Hi
Please provide an alternative phone number or email to reach out to the customer for the installation of the Washer and /or dryer.
Booking team already reach out to the customer at 705-983-5230 and sent emial whitewater@persona.ca multiple times with no success and response.
Please be informed that we will cancel the job on our side if we have not heard from you by tomorrow and You can submit a new one once you have confirmed the contact point for their customer.
Your response is highly appreciated.
Thank you
Queen Pama
Notation on the job:
Sent email to the store for the alterntive number
If we did not hear back from the store tomorrow for the laternative number we will cancel the job and they need to send us a new PO once they have confirmed the contact point for their customer.
Responds to the email
Hi
Already sent email to the store to follow up the alternative number
Thank you
Queen
[Monday 4:06 PM] Pama, Queendolyn
Sales if customer unreachable / No vm
Good Day!
This is Queen from Canadian Applicance Source. I am emailing you to ask if you still need our installation service for the product that you bought from Canadian Applicance Source. If yes, please email me back at this email address and I am willing to help you out. you can also call us back at 1-800-920-1747
Thanks!
Queen
Best Regards,
[Monday 4:07 PM] Pama, Queendolyn
annuler
Bonjour,
merci de nous l'avoir signalé, L'installation a été annulée.
Cordialement,
Appliance Repair
Hello,
I hope this email finds you well. We have received a service request for your appliance needing to be serviced.
Before we get to dispatch for service, please reply to this email with the required information:
Make and model of the appliance needing service
Year of the purchase of the appliance
Precise loss description of the appliance.
Once we have received this information via email, we will follow up with you with the next steps.
Kind Regards,
can't reach the customer
Hello,
This email is to let you know that this installation as being cancelled on our end due to customer inactivity. We have tried tried many times to contact the customer have not received a return call for booking. If your customer contacts you for an update, please provide us a new method of communication so that we can schedule the customer.
Have a nice day.
cancellation sent to tech
Hello,
please be advised that this job has been cancelled.
Best regards,
confirmation booking/store
Good afternoon,
I have reached out to the technician. He will call the customer to book an appointment.
best regards
Customer ready to book
Hello,
Please connect with the customer on the above-mentioned job. The customer has confirmed that the modifications needed (which prevented their service) have been completed.
They are now awaiting your call to schedule service.
Here are the availabilities that we could gather: XXXXXXXX
Kind Regards,
cx call to pay quote
Good morning,
please call us at 1-866-379-0696 so that we can process the payment or if you prefer you can go to the store to process the payment.
Best regards,
E-tech ATTNSC Job [x]-reschedule
Hello,
I just wanted to let you know that the job listed in the subject line needs rescheduling.
Their new availability is [date 1], [date 2], [date 3]
The job has been placed in your pending for you to adjust vis the QuickTask app
Please confirm that you have received this email
Best Regards,
fr-refer cx to store for refund
Bon après-midi,
si vous avez acheté l'installation en magasin, veuillez vous rendre en magasin afin de recevoir votre remboursement. Toutefois, si vous avez acheté l'installation en ligne ou par téléphone, veuillez appeler Brick au 1 888 933 8786.
Merci
needs po from store
Hello,
can you please send us a work oder for an unpaid service call . Once we receievd it. we eill clal teh custome rot book an appointment.
Best regards,
pricing sent to store
Good afternoon,
the po that we received for this customer has the incorrect pricing on it. For the following SKUs : AC- window A/C unit and AC - 2nd unit, we would need 145 and 110 respectively. Please send us the po with the correct pricing.
thank you
Ready to book after modif
Hello,
Please connect with the customer on the above-mentioned job. The customer has confirmed that the modifications needed (which prevented their service) have been completed.
They are now awaiting your call to schedule service.
Here are the availabilities that we could gather: XXXXXXXX
Kind Regards,
refer cx to store for refund
Good afternoon,
if you purchased the installation in-store, please go to the store in order to receive your refund however if you purchased the installation online or over the phone please call the Brick at 1 888 933 8786.
Thank you
refund emailed to montana
Good morning,
the customer has cancelled her installation. The job was completed as a wasted trip. Please refund the customer.
thank you
soonest availibility
Good afternoon,
I apologize for the inconvenience but unfortunately, [DATE] is the earliest availability that we currently have. I have placed you on the cancellation list, if we get an earlier availability, we will call you to let you know.
best regards,
Store wants reassign
Hello,
Thank you for the email. We will circle back with the network to inquire if we are in a position to redirect the service for the customer.
Please monitor the notes on file via your access portal, as they will reflect the latest information.
If you have any questions, please reach out to us through our Live Chat or by replying to this email.
Kind Regards,
Tech No-Show
Hello,
We have been contacted advising us that the job did not occur on the scheduled date.
We have done damage control with the caller.
Please connect with the service provider as needed and get back to the end-user with the latest information.
Thank you,
Tech not calling (after 48 hrs)
Hi there,
Please connect with the assigned technician (or reassign as needed). The technician was contacted more than 24 hours ago to schedule an appointment and no notes are reflected.
The store inquired and has been advised to monitor the comments on the job for an update.
Thank you,
Tech special note
Hi there,
Please note that on the above-mentioned job ID, we have received specific instructions:
XXXXXXXXX
These are also reflected on the job for your convenience.
Kind Regards,
Wasted trip on job, need review
Hello,
Please check the above-mentioned Job ID. The store contacted us stating:
XXXXXXX
There is currently a wasted trip on file already, so I will need assistance with the job.
The store has been advised to monitor the notes on file for the next step as needed.
Thank you,