An I&I call is an Install and Instruct. The tech must properly note that the call is I&I. If the I&I relates to another trade and the tech noted that on the previous visit PVR, we definitely must have a credit card on file. Related trades include plumbing, ventilation, electrical, installation - anything clearly documented as I&I.
Trip rules:
- 1st trip: Whirlpool pays the I&I.
- 2nd trip (recall): Send the tech out to verify the original diagnosis. Cannot be related to another trade as listed above.
- 3rd trip: Credit card must be on file. If no manufacturer defect is found, the customer will be charged.
CSR verbiage for 3rd-trip I&I calls: "If no manufacturer's defect is found today, how will you be paying for the service fee?"
