When to Send Service History
Service history only needs to be sent for any recalls within:
- 90 days for warranty, or
- 1 year for COD.
Exception - Extended Warranty Kicked In
In a situation where it is a prior-90 and we had a part and labor authorization on the first work order, but the customer's extended warranty has now kicked in, we will refer them to the extended warranty for service. This ensures we get paid labor.
How to Send (Step-by-Step)
(Original had click-by-click screenshots; re-attach during KB review.)
- Enter the email for the most recent technician that was out in the home (90 business days for warranty, 1 year for COD).
- Make sure the check is on the "Send via Email" box.
Email Format (all areas)
- To: The tech that was most recently out. Check the capability sheet to make sure they still cover that area.
- CC:
techsupervisors@guinco.com,triage@guinco.com, and the coordinator for their area. - Subject: Include the Job Record # and the number of service trips within a 90-day period.
Example: Service History Report # 573977 4th trip
Message Template
Hello, this customer is scheduled for this (date)
The issue is:
Customer's Phone number:
Please order any parts needed on the return.
***PLEASE REPLY ALL SO THIS IS NOT MISSED***
Don't forget to add in the notes in the work order: Sent History to tech.
4th Service Trip or More
If we have identified that this will be our 4th service trip within a 90-day period, we need to notify a Tech Supervisor. Sending either a chat message or an email to the tech supervisor works as communication.
Second Opinion
Must be approved by a Tech Supervisor or a Manager.
If a new technician is going out because of a second opinion, send the new service history to the second-opinion technician. If a new technician is requested but the approval has not happened, send it to the old technician for now.
Second-opinion message template:
Hello, this customer is scheduled for this date. It was approved to send you a second opinion.
The issue is:
Customer's Phone number:
Please order any parts needed on the return.
***PLEASE REPLY ALL SO THIS IS NOT MISSED***
