Replacement or Repair Option Scripting and Procedures

In certain situations, CCHS may elect to replace a covered item rather than repair it. When replacing
systems or appliances, we will be responsible for the installation of the replacement item but not for the
cost of the construction, modifications, carpentry or transitional work made necessary in order to
accommodate the replacement, or for any costs to upgrade or modify items for any reason.

Business Process: Providing the Replacement Options

1. The Authorizers final decision and options available to the customer will be summarized in the
service job comments. Carefully read the comments to summarize the options to the customer.
Here are sample notes that can be found in the Service Job Comments:
a. Option 1: CCHS SUPPLIED REPLACEMENT WASHER REPLACEMENT GE ENERGY STAR 3.6
DOE CU. FT. CAPACITY FRONT LOAD WASHER MODEL#GFWH1200DWW (WHITE) 4-5
DELIVERY DAYS FROM G.E. APPLIANCE, G.E. WILL
INSTALL...(STANDARD)...HOMEOWNER CAN VIEW UNIT AT
WWW.GEAPPLIANCES.COM....ONCE ORDERED NO RETURNS.... HOMEOWNER WILL BE
RESPONSIBLE FOR ANY FEES ASSOCIATED WITH DISPOSAL, UPGRADES OR
MODIFICATIONS.
b. Option 2 - DO NOT OFFER FIRST: HOMEOWNER CAN PURCHASE THEIR OWN UNIT AND
FWD A RECEIPT OR INTENT TO PURCHASE TO BE ISSUED A CLAMS CREDIT UP TO
$541.00 {$544 WASHER + $22.00 INSTALL + $25.00 S/H + $50 SERVICE CALL FEE} LESS
APPLICALE DEDUCT -$100...CALLING H/O WITH UPDATE...
2. Inform the customer of the replacement and their responsibility for the cost of all non-covered
items/repairs(s), including any modifications necessary to accommodate the replacement, such
as cabinetry, that will be at their own expense.
3. Inform the customer of the replacement description, to include the brand name, model
number, serial number (if available), color options, equipment capacity and size (including
available dimensions) and applicable balance on deductible.
4. Inform the customer of the Coverage Disclaimer Example: The specific (Item within the unit
e.g. compressor or coil) will be excluded from coverage for the life of the manufacturers
warranty, and the item category (Item e.g. condensing unit or air handler) product category
will be excluded from coverage for 1 year
5. Advise the customer to view the replacement item by either going to their local store or
viewing the appliance/equipment online. This will assist them in their decision and confirm they
are aware of the type of replacement unit/parts offered.
6. Advise the customer that once the replacement is ordered, all returns (excluding damaged
units) are subject to a restocking fee and possible freight fee. Also, no returns are accepted if
the item has been installed and is not damaged.
7. Verify if removal of old appliances/equipment is included in the customers warranty or if the
Premier Upgrade Package (PUP) including removal has been purchased (for certain products/in
certain locations only).
8. The customer must be informed if removal is not included as part of the replacement process.
9. Service job comments must reflect that the customer was informed that disposal/removal is
not covered.
10. If there is a balance due on the deductible, it must be paid prior to ordering the replacement.
11. When there is a deductible on the service job, inform the customer of the deductible amount
and that Accounts Receivable will contact them to collect the balance due.
 Replacement or Repair Option Scripting and Procedures

Replacement Option Script

Mr./Ms. ____, your service job has been authorized with the option of replacing the <item>. Do you
have a pen and paper for some instructions?

The replacement <item> is a <brand name>, <model number> or comparable (depending on available
stock), serial number (if available), the color available is <list color options if applicable>, with capacity
<provide if applicable> and size <including available dimensions>.

With this information, we ask that you review the features of the <item> by going online (when
applicable provide the homeowner with the following websites: geappliances.com, whirlpool.com,
lennox.com, payne.com, a.o.smith.com where the item can be viewed) or by visiting your local
appliance store to ensure the correct replacement is being provided to you. We also ask that you
confirm that the size of the unit will fit the available space.

After you have reviewed the replacement <item> and confirmed the replacement is correct, call us back
at <800 number> with your decision so we can finalize your claim.

Please keep in mind that with the exception of a damaged unit, there is a restocking fee and a freight
charge if the item is returned or if you cancel your order after the item has been shipped. These
amounts are determined by the distributing company.

If Replacement Includes Non-Covered items

Mr./Ms. ___, included in the replacement is the repair or replacement or disposal of <item>, which is
not covered per the terms of your agreement. In order to perform the complete repair/replacement
you are responsible for a total cost of <$ amount> paid directly to the Service Provider.

If the customer requests an itemized list of the non-covered items, refer to the Authorizer's comments.
Also refer to the service agreement to explain terms and conditions when necessary.

Customer Accepting the Replacement Script

Ms. /Mr. ____, I will forward your decision accepting the replacement <item>. This
conversation is also confirmation that you have reviewed the replacement and agree that the
size of the <item> is correct. As a reminder, except for damaged units, there are no returns on
installed items and non-installed items are subjected to a restocking return fee.
 Replacement or Repair Option Scripting and Procedures

Non-Covered Service Job Soft No Approach Script

Ms. Smith your warranty covers mechanical failure to your <item>, when it fails due to normal wear
and tear. The <item> was diagnosed to have failed due to <failure>, which is not addressed, per the
terms of your warranty agreement. What I can do for you is provide a few referrals as a Benefit of your
warranty and you may receive preferred pricing. Keep in mind you will be responsible for all charges.

Customer accepts the Repair/Replacement or elects to accepts the Claim Credit

If a message has been left for the customer by the TSS/Research team, Customer Service will receive
the return call.

From the service job comments added by the TSS/Research team, provide them with their options and
answer any questions they may have.

If the customer asks or do not like the replacement option offered, offer the claim credit amount that
appears in the service job comments.

o If a claim credit amount was not included in the comments added by the TSS/Research
team, advise the customer that their request will be reviewed and they will receive a
callback to advise them of a claim credit amount.
o Enter a Research Request exception, and include notes stating Please update the
claim credit amount in the service job and call the customer back with their claim
credit option.

Add a comment to the service job that captures the customer's decision.

Examples:
o Mrs. Smith accepts the replacement clothes dryer - confirmed attributes.
o Mrs. Smith declines the replacement clothes dryer - she accepted the claim credit of
$<insert amount>.

If the customer accepts the replacement equipment, create a TSS - Order Equipment exception and
note in the comments that the customer selected the repair or replacement option and that TSS
should order the equipment.

Advise the customer about any applicable policies required as it relates to their decision (Return,
Coverage Disclaimer, ect.) and document the service job as required to include all instructions
provided.

If the customer accepts the claim credit, create a SS - Customer Credit Review exception and note in
the comments that the customer requested the Claim Credit/Buyout option.

If the customer is not happy with the decision and request a supervisor, follow the current escalation
procedures for supervisor request.
 Replacement or Repair Option Scripting and Procedures

Integrated and Non-Integrated Distributor Parts Follow-up/Status

Integrated Distributor is a distributor that is setup in ServiceBench, providing CCHS the ability to
source parts directly though ServiceBench. To review the status of parts ordered from an Integrated
Distributor, from the Service Job Page Parts section, select the hyperlink Order Number to open the
Order Details page. At the Order Details Page, there will be shipping information, order date, payment
and distributor information, and the status of the parts. Here is what the Order Details Page will look
like in ServiceBench:

Non-Integrated Distributors is a distributor that is not setup in ServiceBench and requires manual
parts sourcing using Oracle database, and transfer of job related parts information from Oracle into
ServiceBench. The Purchasing (PR) Job Exceptions listed below are entered to initiate a follow-up
action on parts/equipment order completed through Non-Integrated Distributors.

PR Track Order Exception is created by when a Service Provider or customer indicates that a
part/equipment has not been received after the ETA date in the system.

PR Return Exception is created when a Service Provider or customer indicates that a part/equipment
needs to be returned due to damage, wrong part/equipment, no longer needed, too many shipped.
Customer Service will set part line status to DAMAGED and add a comment regarding the issue with
the part line in question.

PR - Order Cancellation Exception is created when a Service Provider or customer indicates that a
part-equipment order needs to be cancelled in Oracle. Customer Service will set part line status to
CANCELLED.
Replacement or Repair Option Scripting and Procedures