Third Party Service: Cleaning & Appliances

Included in this article:

1. Overview 
2. Third Party Cleanings 
3. To arrange in-home service with a third-party cleaner Procedure 
4. Third Party Cleaning Request Email Template  
5. Third Party Appliance
6. Appliance Facts 
7. Arranging for in-home third-party appliance provider service Procedure
8. Appliance Third Party Contacts 
9. Procedure when looking up with party appliance depots

1. Overview

External contractors (third-party depots) are outside companies that complete repairs on our behalf. Third parties do all appliance repairs, electronic repairs, Home Damage repairs, and cleaning services. Fibrenew is a third-party company TDG uses at select times for extensive leather and vinyl repairs. 

2. Third Party Cleanings

TDG uses third party companies to provide cleaning services for our guests. This could be due to: 

      § An item being delivered with dirt/stain 

      § Spot removal for a guest under the extended warranty program with a qualified substance  

Prior to dispatching a third-party cleaner, for a guest using their extended warranty program for spot stain removal, we need to ensure that we have qualified their claim. Below will
review how to qualify a guests PPP stain spot removal request. 

1. When did the stain occur? 

      § Has to be within 7 days of occurrence 

2. Where is the stain located on the unit? 

      § Needs to be in one location, or from one occurrence 

3. What is the stain? 

      § Warrantable substances include: 

              o Gum 

              o Biological humans or pets 

              o Make-up 

              o Food grease 

              o Beverages 

              o Ink 

              o Crayon 

4. Have they attempted a gentle cleaning with their Tutoris Care Kit? 

We can view all available TDG approved third party cleaners in Knowledge > Third Party Contact Sheet 

3. To arrange in-home service with a third-party cleaner Procedure

Use the following procedure to arrange in-home service with a third-party cleaner: 

1. Open a new Storis screen, and go to Enter a Service Order 

2. Click on the Add icon to generate a Service Order number 

3. Enter the Customer Code into the Customer Number field 

4. Enter the Sales Order Number into the Original Order field (do not include asterisk & numbers) 

5. Enter your Storis ID into the Coordinator Code field 

6. Click on the Merchandise tab 

7. Click the box of the defective item in the Sales Order requiring service 

8. Enter the problem code in the Problem field (if known) 

9. We should be using ‘PPP’ for stains 

10. Provide a detailed description of the defect in the ‘Add Text’ field 

      § Include the source of the stain 

      § Location of the stain 

      § When it occurred 

      § If gentle cleaning was attempted with their Tutoris Care Kit 

11. Click on the green checkmark  

Note: If we need to add additional items to the CSO that pertain to the same Sales Order number, this is where we would repeat steps 7 to 12. If no further items need to be added to the CSO, simply click Save. 

12. Enter NONE into the Technician field

13. Enter ACD in the Service Status field 

14. Click Save  

15. Arrange for service via email (Found in Acquire > Knowledge > Third Party Contact Sheet) 

16. Go to the Customer Tab 

17. Set Next Date to 1week away from today’s date 

18. Set Status to pending  

19. Click on Actions and select Audit Comments Log, then select Update Comments. Add in your notes  

      CONFIRMED SERVICE ADDRESS 

      GUEST AWARE THIRD PARTY WILL BE IN CONTACT WITHIN THE NEXT 48-72 BUSINESS HOURS 

      (Email we sent needs to be pasted here)

20. Press Save 

21. Press Exit 

22. Press Save twice 

Note: Inform the guest that the third-party cleaner will contact within 48-72 business hours. 

4. Third Party Cleaning Request Email Template

Hello, 

We need your cleaning services for one of our Guests. Below are the details: 

The Guest has a stain on their (insert item).  

The stain is located on (insert area of concern).  

The stain was caused by (insert substance of stain).  

The stain occurred (insert 0-7 days ago). 

Can you please call the guest and arrange for a spot cleaning? 

NOTE… 

This request is not for general cleaning of the item - warranty covers spot removal for the mentioned concern / area. 

Total cost over $200 (including cleaning and travel costs) require management approval before we can approve the cleaning.  

Here are the
customer details:  

Service Order #:  

Customer Name:  

Customer Address:  

Customer Home Number:  

Customer Cell Number:  

Once completed, please send your invoice to tdg_invoice@concursolutions.com for payment. Please include the subject line in your billing to ensure payment.   

Thank you,  

(insert signature)

5. Third Party Appliances

TDG uses third party companies to attend to our guest’s appliance related concerns.  

A list of available servicers is accessible on Knowledge > Third Party Contact Sheet  

6. Appliance Facts

      § We need to trouble shoot with the guest prior to dispatching a 3^rd Party Technician. Google to find the appliance manual, and review the trouble shooting tips with the guest 

            o Alternatively, the guest can do this on their own, and call us back if the issue persists after the trouble shooting has been completed 

      § We need to advise the guest if we are sending a third party to inspect an appliance “If no fault found during the inspection, you will be charged for the service call”.  

            o The Average Service Call cost is $180.00 

      § For all Whirlpool products, please refer to Whirlpool’s online scheduling site: Service Bench   

           o Service Bench includes Whirlpool, Maytag, Jenn-Air, KitchenAid, & Amana  

Service Bench website: https://web.servicebench.com/  

      § If a guest has a whirlpool product, that is under manufacture warranty, which was repaired within the last 30 days, and the exact same issue arises, please email NAR using your email template in your Outlook (NAR 30 Day Repair Guarantee template) 

            o If the unit is under PPP, Whirlpool offers a 90-day repair guarantee  

      § It is not cost effective to repair Danby Air Conditioner. The appliance coordinator will send off a RA request to the manufacture for replacement approval and credit.  

            o Email ALeDrew@danby.com for return authorization (RA) submissions 

      § Whirlpool, Frigidaire, and Electrolux have a 30-day cosmetic issue reporting timeline.  

            o If a guest is calling in cosmetic issues on any other appliance vendor, TDG will resolve the damages at its own cost. 

            o LG does not warrant any cosmetic damage. If a guest calls in with LG cosmetic damages within a 48-hour period, use your email template (LG Cosmetic Damage Template) and arrange for service through a third-party appliance depot via email 

      § If a guest has a LG Appliance under MFG, we need to use LG’s MFG Warranty Website online scheduling system 

            o Website: https://gsfsplus-america.lge.com/nxui/index.html 

      § If a guest has a LG Appliance under Tutoris, we need to use LG’s Extended Warranty Website online scheduling system 

            o Website: https://servicer.lgsupport.com/hc/en-ca/requests/new  

      § All serial numbers for appliances are in the Merchandise tab of the Customer Service Order  

      § If a guest calls in with multiple different appliances that have concerns, each appliance will require its own customer service order 

7. Arranging for in-home third-party appliance provider service Procedure

Use this procedure when arranging for in-home third-party appliance provider service: 

1. Open a new Storis screen, and go to Enter a Service Order 

2. Click on the Green Add icon to generate a Service Order number 

3. Enter the Customer Code into the Customer Number field 

4. Enter the Sales Order Number into the Original Order field (do not include asterisk & numbers) 

5. Enter APPL into the Coordinator Code  

6. Click on the Merchandise tab 

7. Click the box of the defective item in the Sales Order requiring service 

8. Enter the problem code in the Problem field 

      MFG – Manufacture Warranty 

      PPP - Extended Warranty 

      TDG – TDG Caused Damage 

      VIP – Courtesy Repair 

9. Provide a detailed description of the defect in the Add Text field. We also need to include 

      § Your Storis ID 

      § “Trouble Shooting has occurred with the guest”  

      § “Advised them of the No Fault Found Policy” 

10. Enter one of the following into the Technician field: 

      § WHL if this is a Whirlpool product 

      § 55LG if this is a LG product 

11. Click on the green checkmark once done 

Note: If we need to add additional items to the CSO that pertain to the same Sales Order number, this is where we would repeat steps 7 to 11. If no further items need to be added to the CSO, simply click Save. 

12. Enter ACD in the Service Status field 

13. Click Save  

14. Arrange for service via Service Bench, LG Dispatch, or email - dependent on the situation (See Service Bench JST; See LG Dispatch JST; See Email Templates) 

15. Go to the Customer Tab 

16. In ‘Next Date’ field, select a date based on the following parameters: 

      § 7 days after ‘todays’ date if we emailed a 3rd party to arrange service for our guest 

      § 2 days after scheduled Service Bench appointment or LG appointment

17. Select any date from Service Date field 

18. Set Status to Estimated.  

19. Click on Actions and select Audit Comments Log, then select Update Comments. Add in your notes: 

      INFORMED GUEST OF NO FAULT FOUND POLICY  

      WENT THROUGH TROUBLE SHOOTING WITH GUEST  

If we arranged for service through Service Bench include: 

      § Dispatch number, date of service,  

      § Preauthorization number (if under Tutoris) 

If we arranged for service via email

      § Paste email  

      § If we emailed for service, we need to advise the guest that the 3rd party will be contact within 48-72 business hours. 

20. Press Save 

21. Press Exit 

22. Press Save twice 

8. Appliance Third Party Contacts

When interacting with our guests and their appliance related concerns, most times we will schedule third party service through the manufactures service provider websites (Service Bench, LG Dispatch). In rare circumstances, we need to email for service due to brand names, guest location or warranty coverages. To determine whom we can contact, proceed with the following process.

9. Use this procedure when looking up with party appliance depots:

1. Open the Third-Party Contact Sheet in Knowledge  

2. Choose the region the guest resides in, by selecting the appropriate tab at the bottom of the page 

3. In the ‘Serviceable Products’ column, review the manufacture your seeking service on 

4. In the ‘Service Address’ column, ensure we are selecting a servicer that can travel to the guest 

§ In the same city, services the rural area of that region, etc.  

Note: If you want to look up a city, or brand name quickly, select ‘Ctrl + F’ and then type in the city name, brand name, etc.   

Important: We need to choose the correct email template to use when arranging for this third party service. These are installed onto your computer upon new hire training.