MYACCOUNT:

MICROWAVE
AUTO REPLACEMENT
DECISION
When a customer requests
service on a Microwave in
MyAccount, it may meet the
criteria to automatically be
replaced rather than a
technician being dispatched
to diagnose!

Sears Warranty Customers Excluded

MYACCOUNT
To initiate service on a Microwave in MyAccount, model and serial number are required.
IF we have not previously approved that model for a replacement,
AND it is a built-in or over-the-range unit,
THEN the system will advise the microwave qualifies for a replacement!
REPLACEMENT VS CLAIM CREDIT
The customer will be presented
with the option to select a
Replacement or a Claim credit.

Depending on the selection made,

the proper Exception/Task will be
created for Parts Sourcing to
research a replacement to
provide options and/or calculate a
claim credit.

A note is present for scenarios where the customer would like a technician to diagnose and possibly repair instead
of receiving a replacement.
"Note: If neither option works and you would prefer repair service, contact customer service at (800)432-1033."
JOB INITIATED
The service request will be initiated and can be viewed in both Zoho and SB.
The account assigned as the "SP" will be "Cinch Automated Replacement".
SYSTEM UPDATES
When the customer makes a selection the following updates occur:
Sub-status updates to "Customer Accepted Repair/Replace"
Service explanation populates "Job approved for automated replacement"
The proper exception will automatically be created to move the replacement process
forward with the comment "Automated Decision".
AUTOMATED COMMENT

Automated comments are also auto-generated.

"Job approved for automated replacement."

Ignore the automated Repair Help comment as it does not apply.

CLAIM CREDIT

IF the customer selects claim credit,

THEN they are presented with options
to select Electronic Chase Payment or
to receive a Check in the mail.

72 hours for receipt of Electronic

payment

7-10 Business days for receipt of

Check
REPLACEMENT DEDUCTIBLE REMINDER

Customers with a CinchP3

warranty requiring a
Replacement Deductible, will be
prompted to make the full
payment prior to replacement
options being offered.

Customers may contact Cinch

regarding this process.

Customer's may choose "Go

back" and exit the initiation if
they choose not to pay the
Replacement deductible.
CUSTOMER EMAIL EXAMPLE

Automated email advising the customer their

Microwave is eligible for replacement, and
they will receive another email with next
steps.

After a replacement is researched or a claim

credit is calculated, the customer will receive
additional notification, and we will follow
normal procedures to move forward with
ordering a replacement or processing a claim
credit.
THANK YOU!
Please review the
MyAccount: Microwave Auto Replacement
KB article!