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Smart Warranty- AC



CRITERIA: 
1. Repair must be in the SKU.
2. GMV of 1000 or above.

For amount less than 1000, Warranty of service will be applicable


Charges: 
1. 50 - If the GMV is <=1999.
2. 249 - If the GMV is >=2000.

We can proactively inform customers that, in the case of a new issue, UC will not be liable to pay if a revisit is scheduled during the extended warranty period (11 to 180 days). During the base warranty (1 to 10 days), customers will be informed that GC and related spares will not be covered if not done on the gross job. Please ensure to check the SKUs before making any commitments.

We have to ensure we are not refunding or creating SME revisits if customers have denied payment for new work after 10 days (within 10 days for GC, Compressor, Cooling coil, Condenser) - either partner will mention on job ( to be checked by calling partner) that cx is denying or revisit audit team will add notes ( to be checked in notes of revisit audit logs ) if audit has happened. 

Customer request>> Audit logs>>Revisit audit
If Amount approved by trainer is Zero it means estimate is rejected
Sample request
https://ops.urbanclap.com/requests/65d578b6b6179b002374c686/info

If amount approved by trainer is showing some amount it means that amount is approved by trainer
Sample request
https://ops.urbanclap.com/requests/65d4c359b720e40028be58ff/info


Revisit audit ticket can be checked from the request page as shown in snip below



Warranty For Repair:-

New Issue - We will cater for 10 days excluding gas charging issue ,condenser issue ,cooling coil issue and compressor issue. After 10 days customer will pay for the new issue .

Same issue - In case of 180 days warranty first 60 days will be covered by partner rest 120 days will be covered by UC .

                       In case of 30 days warranty same issue will be covered by partner.


Warranty for Service, Installation , Uninstallation :-

New Issue - We will cater for 10 days excluding gas charging issue ,condenser issue ,cooling issue and compressor issue. After 10 days customer will pay for the new issue.

Same issue - Same issue will be covered by partner throughout 30 days.

Note -- Warranty for service , installation and uninstallation is 30 days . Warranty for repair in good area is 180 days and in bad area warranty is 30 days.


For understanding , not to be informed to customer :-

Good code: Areas where the number of escalations are less are called as Good Code

Bad Code: Areas with a high atmospheric moisture content, where the number of escalations are high are known as BAD CODE Areas.

How to can customer  check Warranty on app.
Open Booking>>Click on Learn more on UC Cover>>Check what is covered and what not as shown in Screenshots below

Tagging : 

4.3 Payment related - Bill/Invoice SW - Extra ChargesIf the customer has enquiry about the smart warranty charges

FAQ's:

    1. Why am I being charged extra 249rs?

      Answers:

      Response 1: Dear Sir/Mam, as your invoice amount of repair work is >2000rs hence this amount is charged against the high value repair work done on the Job. 

      Response 2: If Cx is still not aligned ( Only for Good+ Code cx ) -  Dear Mam/sir, as the repair  work of your appliances is >2000rs so in order to protect your appliance, company is giving you a warranty of 180 days ( six months), if any issues comes within this period then we'll solve your issues according to the diagnosis and you will get revisit from same pro and our experts during this period. 

      If Cx falls under BAD / Avg Code: Please repeat the response 1

    2. Is this amount mandatory to pay?

      Answers: Dear, Sir / Mam, the company is charging this amount in order to protect your appliances hence this amount is mandatory. 


    3. Smart warranty amount is refundable?

      Answer: No, this amount is not refundable.


    4. Can we go back to create SME request post aligning a new pro for the cx ?

      Answer: YES, We can create SME post new pro as well but won't be able to align same pro post sme or new pro.


    5. How many Revisit cx will get in the warranty period ?

      Answer: Cx can get upto 3 revisit in the warranty period, which includes Same Pro / SME / New Pro. 

    6. Will warranty be catered on initial issue or the issue which customer faced during warranty period?

      Answer: Warranty will be given as per warranty card to the issues for which customer paid.