GARBAGE DISPOSAL:

Follow normal claims procedure, i.e., get make, model # date issue started, etc.

After giving the claim number, ask the customer:

“Are you home right now?”
“Can I walk you through resetting your unit? It is a 90-second process that may correct the problem. “

If YES, walk the customer through the resetting of the breaker:

“Great. Please turn off the wall switch to the disposal.”
“Let’s wait for 5 minutes to let the motor cool.”
“Then clear all debris (DEB-ree) from the grinding chamber."

“On the bottom of the disposal housing, you will see a reset button.”
(Note: other brands such as Waste-King have models with the reset button located on the front of the unit.)

“All you need to do is push it, then switch the disposal back on.”

(A garbage disposal has a built-in circuit breaker to protect against overload on the motor from material too
hard for it to handle. In case of a tripped breaker, we would have to try to restore power by resetting it.)

Walk the customer all the way through.

If unit starts to work:

Update the notes and close the claim.
Ask if they need help with anything else and thank the customer for calling.

If unit does not work, or if the customer is not at home:

“There are no repairs possible for a garbage disposal. If they are not able to be reset, they do need to be
replaced.”
“We don’t send out a plumber to look at them because this would be a waste of your Deductible and time.
They are automatically approved for replacement.”
“The next step is, I will be sending your claim over to our Approvals Team and they will send you an email with
instructions on how to replace your unit.”

If customer asks: “Who calls the plumber?”:

“You will be in-charge of this replacement. We will be approving you for a replacement, the email will have all
instruction. It is a very simple process.”

If customer insists on a dispatch:

we can dispatch but please understand that you will be responsible to pay a service call fee for something that
we are approving you on a replacement to buy a new machine”.

If customer continues to assist:

Rep: “I can send this to our escalation team to review and get back to you within a few hours”.
[Add all notes and place into “App Email”.]
MIRCOWAVE:
(Not heating, Turn table, or touch pad. Not turning on.)
Follow normal claims procedure, i.e., get make, model #, date, issue started, etc.
After providing the claim number, educate the customer:
“Mr./Ms. (last name), there really are no repairs for Microwaves. When they break, they do need to be
replaced. Parts generally costs more than a new unit, so we don’t send out a technician to diagnose this issue.
This would be a waste of time and money for you. We automatically approve you for a replacement.”
“The next step, I will be sending your claim to our Approvals Team and they will be emailing you instructions
on how to replace your microwave”
If customer insists on a dispatch:
“We can dispatch, but please understand that you will be responsible to pay a service call fee for something
that we are approving you on a replacement to buy a new machine”.
If customer continues to assist:
“I can send this to our escalation team to review and get back to you within a few hours”.
Add all notes and place into “App Email”.