DSH

• Authorizations / approvals & non-covered repair questions: call David or Bob at 817-624-8444 — must document the conversation and decision.
• DSH is the coverage given when an appliance is purchased through Hopkins.
• All service requests must have Verified Contract Coverage — Guinco must contact Hopkins to verify before a service request.

CSR note: verify the contract number from Hopkins before setting up the appointment. Hopkins is typically set up directly to the CSR from Hopkins.

Use these codes only for Authorization Pricing — Not Paid By Customer.

Key summary

• Parts: Yes Tax · No S/H Fee · Mark-up Guinco Cost + 25%
• Labor: No Tax
• Autho: Yes if over 50% of retail replacement

Process

• All service requests must have a Verified Contract Coverage — Guinco must have made contact with Hopkins to verify for a service request.
• The customer needs to refer to their Terms and Conditions to avoid any possible charges for non-covered items. If you have questions about non-covered repairs, contact David or Bob at 817-624-8444. Must document the conversation and decision.
• Once the appliance has been diagnosed, refer to the COD/Warr Price Guide to form the estimate. Any Manufacturer’s Warranty, Recall, Authorization, S or R Code has priority over 3rd Party Coverage — note these within your PVR if they apply.

• If over the Authorization Limit, contact David or Bob at 817-624-8444. Must document the conversation and record all amounts given/approved.
• If the estimate is approved, proceed as Normal Guinco Process by ordering part(s) and rescheduling the customer while in the home for the return date based on availability. If part(s) are Factory Order, or show “0” in stock, schedule for a minimum of 10 business days out from the present day — make sure the customer is aware of that date.
• If declined, refer the customer to Hopkins Furniture (DSH) and complete PVR as normal.
• If you have installed part(s) and find you need more part(s), you must call for Authorization again to approve prior to proceeding.

Recall — Under 90 Days.

• Verification of Contract Information is not needed within 90 days from the 1st completed service invoice.
• If you have questions about non-covered repairs, contact David or Bob at 817-624-8444. Must document the conversation and record all amounts given/approved.
• Call Whirlpool Techline to start documentation if the repair is not a simple issue overlooked. Must record the name of the person you talk to.
• Once the appliance has been diagnosed, refer to the COD/Warr Price Guide to form the estimate. Labor is on a case-by-case basis depending on the problem found. Any Manufacturer’s Warranty, Recall, Authorization, S or R Code has priority over 3rd Party Coverage — note these within your PVR if they apply.

*AUTHO NEEDED FOR ANY PARTS/LABOR*

• Contact David or Bob at 817-624-8444 and advise this is a recall from previous service. Must document the conversation and record all amounts given/approved.
• If approved, proceed with the repair to complete and/or order part(s), scheduling the customer while in the home for the return date based on availability. If part(s) are Factory Order, or show “0” in stock, schedule for a minimum of 10 business days out from the present day — make sure the customer is aware of that date. Document all estimates in your PVR and submit as normal.
• If declined, refer the customer to Hopkins Furniture (DSH) and complete PVR as normal.
• If you have installed part(s) and find you need more part(s), you must call for Authorization again to approve prior to proceeding.