Processes
Daily routines, customer procedures, authorization requests, and more.
Articles
Accounting
Accounting Check Information Process Put the invoice # and your Tech # for reference Verify customer information matches the "customer information" for the service ticket. (assists for matching check payments to customer) Verify the Number Dollar Amount matches the Written Dollar Amount (Banks use...
Adding a Help Call in ServiceDesk
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Add-ons When a Warranty Call Is Involved
When Whirlpool is paying for a repair and the customer wants to add an appliance, quote the 2nd-appliance diag fee for residential and the business pricing for business locations, per each additional appliance.
Appliance Labor Rates by Labor Code (DFW/AZ)
Reference table of labor codes (C1, F12, J13, L14, N15, Q16, S17, U18, W19, X20) and their rates at each DFW/AZ service fee tier: service call only, 2nd appliance ($90), residential standard home ($145), and downtown ($170). Drop-off rate $75. 2nd Man Non-Tech (F12) is $99.
Authorization Called In AFTER Service
If an authorization is called in after the trip and diagnostic fee has already been paid, we do NOT refund it unless a manager (JD or Jared only) approves.
Calibration Pricing (Single & Double Oven)
Oven calibration pricing covers the service fee and labor to calibrate. Single oven uses C1 labor code; double oven uses F12. Calibration CAN be covered under Install & Instruct (I&I) if the home has closed and the customer is still in the first year of warranty, and I&I has not already been used.
Callback After Manufacturer Warranty Has Expired
If the customer's manufacturer warranty has expired, even if our last visit was within the past 90 days, we need to cover the potential charges and confirm $145.00/$130.00 with the customer. Whirlpool will ONLY cover the same part(s) replaced on the last trip.
COD Callback - Same Issue vs. New Issue
If a COD customer calls back and the tech diagnoses the same issue, we warranty our parts and labor for one year from diagnosis with no trip fee. If the tech diagnoses a completely different issue, the customer is responsible for the trip fee, parts, and labor.
COD Discounts - Senior, Military, Texas Appliance, Upfront Service Fee
Available COD discounts: $10 off total repair for senior citizens or military; $15 off total repair for Texas Appliance (note TXAPP in problem description); $15 off the service fee for paying upfront. Only one discount can be applied per repair.
COD Pricing - DFW / AZ Downtown, Business & Apartments
COD pricing for TX/AZ downtown homes, apartments, and commercial/business locations. 1st appliance $170 + labor + parts; 2nd appliance $145 + labor + parts. Apartments are $170 per unit; the $145 2nd-appliance rate only applies when all appliances are in the same unit.
COD Pricing - DFW / AZ Residential
COD service fee script for Texas and Arizona residential calls. Service fee is $145 for the 1st appliance and $90 for each additional appliance, plus labor and parts. Cash/check/card accepted; 3% processing fee on cards.
COD Pricing - OKC / Kansas Downtown, Business & Apartments
COD pricing for OKC/KS downtown homes, apartments, and commercial/business locations. 1st appliance $155 + labor + parts; 2nd appliance $130 + labor + parts. Apartments are $155 per unit; the $130 2nd-appliance rate only applies when all appliances are in the same unit.
COD Pricing - OKC / Kansas Residential
COD service fee script for Oklahoma City and Kansas residential calls. Service fee is $130 for the 1st appliance and $80 for each additional appliance, plus labor and parts. Cash/check/card accepted; 3% processing fee on cards.
COD Recalls / Returns - Diag Fee Validity
If we collected $145/$130 but there was NO repair, the fee is only good for 30 days. If we DID do a repair, the diag fee is good for 90 days for the same appliance (even if a different issue occurs). Within those 90 days we do not quote another trip fee, but the customer may still be responsible for additional parts and labor.
Commercial Units - Warranty Terms
Commercial units typically carry a 24-month parts warranty but only 90 days for labor. Charge correctly if the unit is in a business and past 90 days old.
Common Address Abbreviations
Quick-reference table of common address abbreviations used when entering customer addresses (PVT RD, CO RD, TRL LN).
Cosmetic and Functional Issue for Same Appliance
If a cosmetic issue is already dispatched and within cosmetic guidelines, do NOT add a functional issue to it. Create a separate invoice for the functional issue - we can submit and be paid for both.
Credit Card Process - Where to Put the Info
When taking a credit card, always add the info to an Attention Note. Techs cannot see the greyed-out additional notes section at the bottom.
Customer Email for No-Contact (NCEC) - How to Send
When we can't reach the customer by phone, send the No Contacts Email for Confirmation (NCEC). Shift+right-click the email, select NCEC, delete the red-flagged scheduled-date lines and the entire second paragraph, then add the appropriate reschedule reason script.
Customer Wants to Proceed with an Estimate - Step-by-Step
Step-by-step process for moving a previous estimate onto a new work order when a customer decides to proceed. Covers notating the issue description, copying the estimate from the closed-out job, using Print Options > Finished Form Document > Mobile, selecting the most recent estimate, and saving a copy to the new JobRecord.
Diagnosis Fee
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Estimates - 30-Day Policy
Estimates are only good for 30 days. If the customer is adamant about moving forward past 30 days (e.g. an escalation), that has to be approved by a service manager PRIOR to the service call.
Field Scrap - Do Not Service
If entitlement shows an appliance is marked Field Scrap, we cannot service it at all - including COD and extended warranty.
FIP Process - Factory Install Door
FIP = Factory Install Door. Doors take 6-8 weeks with no tracking. A FIP label means the customer has the door under warranty.
Home Being Leased or Rented - Warranty Start Date
Warranty on a home's appliances starts when the home is CLOSED on, not when the home is leased/rented out. If the home is remodeled, we go off the purchase date.
How to Reschedule a Helper
CRITICAL: Do not reschedule a helper call from the job record - that only moves one technician. Always reschedule from the Mapping View so both the primary and the helper move together. Repeat the reschedule for each technician.
How to Schedule a Helper
Step-by-step for scheduling a helping technician in ServiceDesk. CRITICAL: Type HLPNG xx in all caps manually - do NOT use the Hlpng dropdown, it stops the helper from reporting on the call and breaks the pick list. Always add an attention note naming who is helping who.
How to Schedule a Service Call
Step-by-step walkthrough for scheduling a primary service call in ServiceDesk: click the yellow scheduling area or the Scheduling button, press P at the prompt, Change-It, double-click the appointment reference area to open the calendar, pick the date, and choose the exclamation (all-day window) symbol.
Ice Machine Cleaning Pricing
Ice machine cleaning pricing: $353.70 for TX/AZ and $338.70 for OKC/KS. Includes service fee plus labor to remove hoses and clean all internal hoses. Cleaning solution and any additional parts are charged separately.
I&I Process (Install and Instruct)
I&I trips: 1st trip WHP pays, 2nd trip recall (verify original diagnosis), 3rd trip credit card required. If the PVR notes another trade (plumbing, electrical, etc.) a CC on file is mandatory.
Importance of Listing the Correct Brand
Verify the appliance brand is correct on every call - wrong brands cost Guinco money. Also attach customer files at scheduling to avoid wrong customer info on payment submissions.
Job Sale - Call Sheet Type: AIG Company (via Service Bench)
AIG Company is an extended warranty dispatched via Service Bench (XB). Always has a contract number. Unlike WP 3rd Party, model/serial/address CANNOT be corrected on an existing dispatch - a new dispatch is required.
Job Sale - Call Sheet Type: AIG (Service Power)
AIG (Service Power) is an extended warranty company dispatched ONLY through Service Power. Originated code is #SP. Unlike AIG Company via Service Bench, it does NOT have a contract number.
Job Sale - Call Sheet Type: One Stop
One Stop is not an extended warranty - it's a Whirlpool program for select builders/businesses. Must be dispatched via Service Bench. Must have Selling Dealer info or Program Name = One Stop in the back area; otherwise refer customer back to Whirlpool.
Job Sale - Call Sheet Type: WP 3rd Party
WP 3rd Party is an extended warranty dispatched via Service Bench. We CANNOT change a Mod/Ser already on the dispatch if it doesn't match the appliance — customer must request a new dispatch. We CAN add a missing Mod/Ser, correct the appliance type, and update customer info (D&G has caveat).
Job Sale - How to Identify a Business (and Clean Up Business Names)
How to recognize a business dispatch and how to format business-name records correctly. A 'STE' (Suite) in the address is the clearest indicator. Always verify business name, primary contact, and business hours.
Job Sale - Originated Codes (How We Received the Dispatch)
The 'Originated' field tells us how the dispatch was received. XX = customer scheduled online through Guinco's website (no need to re-confirm pricing). XB = dispatched via Service Bench. SP = dispatched via Service Power.
Job Sale - Post Visit Report (PVR) Review
The Post Visit Report (PVR) contains the technician's notes from a prior visit. Always read the most recent PVR before scheduling or verifying - it may contain blockers (e.g., drain hose issues) that must be resolved before another tech can go out.
Job Sale Process - Training Video
Official Canva training video walkthrough for the Job Sale Process. Watch this before working any new call sheets; it covers broken/missing parts descriptions, business clean-up, origination codes, tentative/definite, PVR review, and entitlement search.
Job Sale - Recognizing Personal vs. Business Email Addresses
When the service address is at an apartment complex, look for personal email domains to confirm the email belongs to the tenant, not the complex office. Common personal domains: @msn.com, @yahoo.com, @me.com, @gmail.com, @verizon.net, @outlook.com.
Job Sale - RoboTo and TxtTo Notations
How and when to add 'RoboTo' and 'TxtTo' to a customer's phone number. RoboTo enables automated calls, TxtTo enables automated text messages. Our system can email multiple addresses but can only call or text one single number.
Job Sale - Step-by-Step Entitlement / Warranty Search
Three-step entitlement search: 1) Copy the dispatch number from the work order. 2) Click Entitlement / Check Warranty. 3) Ensure the complete model number (including engineering suffix) and serial number are entered for the search to return accurate coverage.
Job Sale - Tentative vs. Definite Assignment
Tentative means a service call can be assigned to any technician. Definite means the call is locked to a specific technician and should not be reassigned (e.g., customer request, prior-90, escalation, or second opinion).
Job Sale - Visibly Failed / Broken / Missing Parts
We cannot leave an issue description as 'Visibly Failed', 'Broken', or 'Missing Parts'. Whirlpool will reject the claim. Always replace with a specific description of which part is broken or missing.
Missing Model and Serial Tag
If the appliance's model/serial tag is missing, we can accept the Whirlpool letter sent to the customer with the M/S number as verification. Without it, we cannot service.
One Stop Accounts
One Stop Accounts cover appliances under 3 years old only. Units older than 3 years must be scheduled COD per WHP guidelines. Covers missing parts and cosmetic to make the unit functional.
Prior-90 Process - Emailing Service History
Send service history only for recalls within 90 days for warranty, or within 1 year for COD. If customer's extended warranty has kicked in between visits, refer them to the extended warranty so we get paid labor. Format: To = most recent tech, CC = techsupervisors + triage + coordinator.
Processes
Processes Technician Daily Process Morning Routine / Departure Normal hygiene check and uniform check prior to leaving. Perform a check of route to estimate the departure time to arrive prior to 7:30am Check for any emails needing attention or that may apply to customers Check Van for Gas and...
Refrigerator Coil Cleaning & Water Filter Pricing
Refrigerator coil cleaning is $278.65 (includes service fee) and uses labor code J13. Whirlpool-brand refrigerator water filters are $79 plus the service fee, per Blue Book; shipping is not charged.
RV Process - Servicing Appliances in Recreational Vehicles
First try to direct the customer to a service station - we are not licensed to uninstall appliances in RVs. If the customer insists on in-home service, confirm the unit isn't bolted down, the tech has 360 access, and the unit has power/water. Non-USA units may have serials starting with F (e.g., Whirlpool Naples, Italy).
Safety Calls with Authorizations
Example authorization WVOIH00WL1 covers diagnosis only. Tech calls Safety, and Safety advises what (if anything) is covered. We still need to secure potential charges - VF and verify potential charges with the customer.
Scheduling a Dispatched Safety Call
Safety calls cannot be scheduled on weekends. Must be scheduled Monday through Friday during normal business hours, since the Safety department is closed on weekends.
Scratch and Dent / Floor Models Bought by a Reseller
Resellers (people who buy S&D or floor models from Lowes, Home Depot, etc. and resell) are treated as the original purchaser. Warranty starts the day they bought it. New owner only gets remaining warranty. A reseller receipt does not reset a DOP already in entitlement.
Service Power - Which Companies Use It
Only two companies send calls through Service Power: Warrentech and AIG. AIG shows a CallNumber# of 18638803.
The Repair Club
Repair Club customers must be referred to therepairclub.com or 844-973-6879. Guinco cannot set up service directly for Repair Club members.
The Repair Club Recalls
Refer all Repair Club customers back to The Repair Club to schedule service: 844-973-6879 or therepairclub.com. Customers have a 90-day warranty on the same issue only. A new issue means another trip fee.
UIS - Unit Info Sheet
UIS stands for Unit Info Sheet.
Unit from Texas Appliance Shows as Jarrell Company
When a receipt shows Texas Appliance but entitlement shows The Jarrell Company, that is correct - Texas Appliance uses Jarrell as its distributor.
Verification - Common Issues and Probing Questions (by Appliance)
Reference list of probing questions by appliance and symptom (dishwasher, washer, dryer, refrigerator, oven) - noise, not draining, not heating, no cool, cosmetic, leaking. Always update the Issue field so we arrive with the right parts.
Verification Process - Why Verifying Matters
Verification is the CSR's first impression and the chance to gather info so the tech arrives as prepared as possible. Inaccurate info can frustrate the customer and add expense. Verify every time we speak with a customer, and verify by repeating info as it is received.
Verification Script - Apartment
Apartment verifications need: office business hours, tech check-in procedure, occupancy status, first date of occupancy (used as date of purchase), gate codes, and business pricing / credit card if warranty can't be verified.
Verification Script - Builder (Home Not Closed On)
For builder calls where the home has not closed: confirm builder info, contact name, whether home will be unlocked or has a lock-box code, and expected closing date. Once a home closes, update the record to the homeowner's information.
Verification Script - Business
Business verification adds business name, main contact, business hours, parking/check-in instructions, and a credit card if warranty cannot be verified. Business pricing applies - if out of warranty, conference pricing + parts + labor and secure a credit card.
Verification Script - Landlord / Tenant
If the landlord is paying and will not be onsite for service, we must collect a credit card to secure the appointment. We cannot schedule service without it.
Verification Script - No Contact / Voicemail
When we can't reach the customer to verify, call all numbers on file and leave this verbatim voicemail. Note 'LMOR TO VF' or 'voicemail is full tried to VF' in notes, and change VF to NC in the schedule list.
Verification Script - Residential
Verbatim verification script for residential service calls. Covers greeting, primary contact, phone numbers, address (with spelling / directionals), email, appliance confirmation, scheduling window, and RoboTo / TxtTo preference.
WTS - Working to Schedule Process
Cadence and scripts for closing out no-show/no-contact and robo-canceled calls, plus the 3-attempt contact sequence for serviced/recall calls and for door/expart calls. Never delete a bad number; never reject a call.
