Scheduling a TDG In-Home Technician

Included in this article:

1. Overview
2. Inspections
3. Repairs
4. Problem Code and Text
5. Uncheck the PCL Lines
6. Technician Route Code Map

1. Overview

We do have times in which our guest's receive their product in less than perfect condition, or require repairs done on the piece throughout it's lifetime. In these cases, we use our internal technicians to restore the customer's product. Our internal technicians can complete both inspections of the product as well as the restoration of the product in the customer's home.

For a complete step by step on scheduling a internal technician refer to: https://5p1592.acquire.io/kb/knowledge-base-default/customer-service-order/initiating-a-customer-service-order 

2. Inspections

TDG has numerous ways to inspect a product, including EVA, Virtual Technician, and In-Home Inspections. 

When can we schedule an in-home inspection?

We can send a technician to complete an assessment of a product in-home in the following scenarios:

- Core Compression that cannot be visibly seen

- Frame Damage

- Mattresses

- If EVA/VT requests an in-home inspection

How long are inspections booked for?

Inspections are booked for either 30 minutes or 60 minutes, based on the below guideline:

If 1-3 items are being inspected: 30 minutes

If 4+ items are being inspected: 60 minutes

Anything pertaining to frame damage: 60 minutes

3. Repairs

We book repairs to complete the resolution provided by the inspection and restore the unit to manufacturing standards.

Important to keep in mind when booking a repair:

- Are all required parts in? 

- Does the PC&T explain what the technician is to be doing for the repair? 

- Have you updated the service statuses and tickle date?

- Have you unchecked the PCL lines?

- Is there enough labor? (Link below to article with labor amounts)

https://5p1592.acquire.io/kb/knowledge-base-default/guest-care-resolutions/standard-labor-repair-times

4. Problem Code and Text

5. Uncheck the PCL Lines

When booking an internal technician, we want to ensure we set them up for success. We do this by ensuring that the labor is correct and the PC&T is detailed, but we also should be removing any merchandise that no longer requires service from the technician's report. We do this by unchecking the PCL lines on the order.

What does unchecking the PCL lines do?

When we uncheck the PCL line, it removes that item from being loaded into Package AI. Keeping only the items we require on Package AI directly assists the technician in knowing what to do and on which items. 

When the technician uploads the report from after the appointment, it becomes easier for us at Guest Care to understand and action the technician report, as well as it eliminates the possibility of a resolution being noted on a wrong product.

How do we uncheck PCL lines?

Step 1: Go into the service order.

Step 2: Go to the merchandise tab.

Step 3: Press edit on the item that has a PCL service status.

Step 4: Under the service status field, there is a white box marked 'scheduled'. Please click on the box to remove the checkmark.

Step 5: Press Save

Step 6: Repeat steps 3-6 until all items with a PCL service status have been unchecked.

6. Technician Route Code Map

At times, a CSO may populate without a technician route code. This is usually when a guest is in a newer development. When these issues arise, we can view the TDG Technician Route Code map to determine what route code should be used, prior to scheduling a technician date with the guest. 

Link: https://www.google.com/maps/d/edit?mid=1-_SWboQ7S8_sY9kBhB7jwqTC3KzG4Pc&usp=sharin