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  3. Poor service - Damage-Incomplete service - Part not returned - SOP - EPC and Pest

Poor service - Damage-Incomplete service - Part not returned - SOP - EPC and Pest

 IMP - Damage(Beauty , cleaning ,FHC & Pest and EPC)  and Overcharge (EPC only) cases will be convert to L2. We will provide a 1-hour TAT to the customer and transfer the case to the L2 team.

Issue wise

EPC ( 30 days - Warranty after Job completion )PEST (Warranty Table available at the end)
NEW EPCNEW PEST
POOR SERVICE -
 Unsatisfactory services
 		We will ask, "What got repaired?" any spare parts installed? What is the total amount the customer has paid? any bill provided by the professional.
 

  1. Revisit Pitch:

    • We will offer the customer a revisit as the first resolution.

  2. Handling Revisit Requests:

    • If the customer agrees to a revisit, arrange it through our system and guide them on placing a revisit via the app for future services.
    • For same-day revisits, the case should be parked. For future-day revisits, resolve the case.
    • If we are unable to create a revisit ,Different pro Required or the customer declines, process a 100% refund if the total amount is less than ₹1,000.
    • For amounts more than ₹1,000 (Service + Material), offer a 50% refund. If the customer refuses, take approval from Sajan/TL to process a full refund.
      (Pro calling is mandatory in revisit cases.)

  3. Service Preference Over Refund:

    • If the customer insists on service rather than a refund, request the TL to make a fresh booking and cater the request. The case will remain on follow-up until the customer’s concern is fully addressed.

  4. Out-of-Warranty Cases:

    • We will not cater to out-of-warranty cases.

  5. Refund of Visiting Charges:

    • If requested by the customer, we may refund the visiting charges.



IMP - Burn /Heavy or extreme damage/ Very HIGH TNS Cases - We will follow CNR 5 and close the case.
1. https://cx-vip.helpsite.com/articles/100966-poor-service-quality-incomplete-pest
 Refer this
Damage1. Request images of the damage, any spare part replaced, and the amount paid  -  Mandatory1. Ask for images , Probe properly to understand what got damaged and estimate the cost of the damage,will call the professional to confirm the damage.
 
 2. If confirmed by a professional, we will refund and close and will pitch for an objective refund referring the damaged grid

 
 3. will inquire about the brand and price of the old part on google.
 
 4. Once the customer confirms the brand and cost of the damage,
 
 5. refund Upto 5000 No GST bill is required; if a refund is of Rs 10,000, we will check the bill and refund. (This is dependent on the extent of the damage.)
 
 6.  In out-of-warranty cases, we will not cater.
 .
 

7. we will not close until the resolution is not given 

IMP - Burn /Heavy or extreme damage/ Very HIGH TNS Cases - We will follow CNR 5 and close the case.

1. Ask for images , Probe properly to understand what got damaged and estimate the cost of the damage,will call the professional to confirm the damage.
 
 2. If confirmed by a professional, we will refund and close.
 
 Partner is unavailable:We will refund the customer's VOC after validating the GST bill.
 
 4. will inquire about the brand and price of the old part.
 
 3. Once the customer confirms the brand and cost of the damage,
 
 5. refund Upto 5000 No GST bill is required; if a refund is of Rs 10,000, we will check the bill and refund. (This is dependent on the extent of the damage.)
 
 6. In out-of-warranty cases, we will not cater.
 
 
7. we will not close until the resolution is not given 

IMP - Burn /Heavy or extreme damage/ Very HIGH TNS Cases - We will follow CNR 5 and close the case.
Incomplete Service  /Part not returned

1. We will ask what got missed and the cost of the incomplete service and professional is going back we will keep a follow up till delivery 

* we will confirm with the professional if connected - send him back to complete
 
 2.if PNR We will ask the customer to place a fresh request (UC will bear the cost) or we can refund the complete amount up to 3,000 only.
 
  3.In out-of-warranty cases , we will not cater 
 

IMP - Burn /Heavy or extreme damage/ Very HIGH TNS Cases - We will follow CNR 5 and close the case.

 
 




Note - These scripts are to be used post the decision making has happened on whether or not we are catering to the damage. The SoP and instructions to be used for the decision making stays the same as per respective PODs
First ResponsePlease allow us to assess what caused the damage and how extensive it is. We'll handle this according to our damage policy.
Catering the Damage
Pro has agreed to damage
<10KWe sincerely apologize for the damage caused; this is an unusual situation. But we will definitely reimburse INR < > to make things right for you.
>10K (only for cases where we have agreed to give more than 10K refund with appropriate UC approvals in place)We sincerely apologize for the damage caused; this is an unusual situation. The monetary loss incurred exceeds our damage insurance policy of 10K. However, since you are a valuable customer for UC, we'll reimburse you for the equipment/article with INR <> to make things right for you.
10KWe sincerely apologize for the damage caused; this is an unusual situation. But we will definitely reimburse INR 10000 as per our damage insurance policy to make things right for you.
Pro has not agreed to damage
<10KEven though our partner denies causing any damage, we will still go ahead and reimburse INR < > to make things right for you since we value you as a customer.
>10KEven though our partner denies causing any damage and the damage amount exceeds our maximum limit as per the damage policy, we will still go ahead and reimburse INR < > to make things right for you since we value you as a customer.
10KEven though our partner denies causing any damage, we will still go ahead and reimburse INR 10K to make things right for you since we value you as a customer.
Denying to Cater
OOW/OOS/BPC Closure etcUnfortunately, since this request is <out of warranty/out of scope/closed on visitation charges>, we will not be able to help you with a refund or reimbursement in this case.
Partner has denied the damageI regret to inform you that our assessment indicates the damage wasn't caused by our partner's actions, so we're unable to offer reimbursement for this particular case