Electrolux EFT 615 Technical Information

All About ServiceElectrolux Service Provider Standard Operating Procedures ©2013 Electrolux Home Products Inc.10200 David Taylor DriveCharlotte, NC 28

Section 2 Professionalism2-35. Contact consumers within 24 hours and respond to emergencies immediately.6. When handling product, Service Providers

3-1Section 3 WarrantyFirst-Year Limited WarrantyThe rst year warranty starts on the date of purchase or product installation (new construction), and

Section 3 Warranty3-2MAJOR APPLIANCE WARRANTYYour appliance is covered by a one year limited warranty. For one year from your original date of purchas

Section 3 Warranty3-3MAJOR APPLIANCE WARRANTY INFORMATIONFor the applicable warranty period as set forth below, as measured from your original date of

Section 3 Warranty3-4Commercial ApplicationResidential appliances should not be utilized beyond ordinary household frequency or capacity. Over-utilizi

Section 3 Warranty3-5For toll-free telephone support in the U.S. and Canada: 1-877-4ELECTROLUX (1-877-435-3287).For online support and product info

Section 3 Warranty3-6DehumidiersDehumidiers have a replacement warranty only. Service calls are not to be run on these products. Contact the Home C

Section 3 Warranty3-7Miscellaneous SuppliesCharges for paint, oil, glue, regular tape, and other miscellaneous supplies should not be included in your

Section 3 Warranty3-8Builder Stock RepairsIn order to help a builder close out a project, some damage or cosmetic repairs may be required. When this

Section 3 Warranty3-9Policy AdjustmentsPolicy adjustments are a way for a manufacturer to identify and segregate a particular product quality issue. I

Section 3 Warranty3-10Elimination of Unnecessary ServiceA signicant number of warranty calls are requested to supply parts that can be installed by t

4-1Section 4 ServiceParts Non-stock ProcessIf your primary PD does not have a part in stock, there may be other options to obtaining the part. Electro

Section 4 Service4-2Vacation or Leave of AbsenceIf an authorized service company (ASP) is going to be closed for any extended period of time (more tha

5-1Section 5 Extended Service AgreementsExtended Service Agreements (ESA)Extended Service Agreements serve as an extension to the standard warranty pe

6-1Section 6 Technical Information DepartmentTechnical Information DepartmentTID Agents are available to assist the technician in making a diagnosis o

7-1Section 7 Claim ProcessingClaim Filing DO NOT FILE TWO SEPARATE CLAIMS. When service is performed during the Limited Warranty Period and the Limite

Section 7 Claim Processing7-2Utilizing the Strategic Electrolux Brand Parts Distributors • Service Providers are expected to conduct service calls on

Section 7 Claim Processing7-3• Shop repairs, if delivered by the consumer, may only claim 60% of the base rate.• Stock repairs for selling service d

Section 7 Claim Processing7-4Rejected ClaimsIf a claim is rejected, DO NOT create another claim. This will result in multiple rejections for that clai

Section 7 Claim Processing7-5Reasons for Claim RejectionsOut of Warranty RejectsReason for Rejection:A service request was accepted and completed afte

I-1Electrolux Major Appliances Standard Operating ProceduresTable of ContentsSection 1 Basic InformationPurpose of This Document ...

Section 7 Claim Processing7-6Duplicate ClaimReason for Rejection:Product with the same serial number was already submitted for payment. Review the rej

Section 7 Claim Processing7-7Date Repaired Must Be Less Than 45 Days From Date Call ReceivedReason for Rejection:Claim was submitted over 45 days from

Section 7 Claim Processing7-8Missing Parts Information in Parts Data FieldReason for Rejection:Installation of parts were referenced in the repair com

Section 7 Claim Processing7-9Part Invoices Could Not Be VeriedReason for Rejection:The part invoice listed on the claim was not able to be veried by

Section 7 Claim Processing7-10No Parts Were Veried By DistributorReason for Rejection:All parts that are listed on a warranty claim must be veried.

Section 7 Claim Processing7-11No Parts For Policy On ClaimReason for Rejection:Parts information on the claim is incorrect, missing, or the parts list

Section 7 Claim Processing7-12Please Expand On Your Statement In Explanation of Service PerformedReason for Rejection:Service performed explanation wa

Section 7 Claim Processing7-13Purchase Date Cannot be Prior to Manufacture DateReason for Rejection:Product was purchased and ordered prior to the man

Section 7 Claim Processing7-14Model/Serial Not A Manufactured UnitReason for Rejection:Faulty ServicePower rejection or either model or serial number

Section 7 Claim Processing7-15Stock Repair > 18 Months From Manufactured DateReason for Rejection:Stock repairs cannot be performed beyond 18 month

Electrolux Major Appliances Standard Operating ProceduresI-2Section 4 ServiceParts Non-stock Process ...

Section 7 Claim Processing7-16Proof of Purchase RequiredReason for Rejection:The serial number reects a product that was manufactured more than 24 mo

Section 7 Claim Processing7-17OtherReason for Rejection:Reason for rejection was that the repair did not meet criteria for predetermined reject codes.

8-1Section 8 Frequently Asked QuestionsThe following information discusses questions that Service Providers have asked the RSQM team regarding the tra

Section 8 Frequently Asked Questions8-2Q. Will consumers be able to call a Service Provider directly to schedule service or must all calls go through

Section 8 Frequently Asked Questions8-3Q. Batch loading - What programs will be able to be used for batch-loading? What data format is required to in

Section 8 Frequently Asked Questions8-4Q. I led a claim and it rejected due to an invalid serial number.• The serial number must specically match

Section 8 Frequently Asked Questions8-5Q. The model numbers I enter on a service claim are being shown as incorrect or invalid.• The model number mu

Section 8 Frequently Asked Questions8-6Q. How can I check my payment history from Electrolux?• Click on “Claims,” then click on “Payment History.”•

Section 8 Frequently Asked Questions8-7Q. How do I submit a claim to Electrolux?• Please review the Servicers Claim Guide or the recorded training i

Section 8 Frequently Asked Questions8-8Q. If I reject a call will my ranking go down?Yes. If you reject a call your ranking will go down. You will be

Electrolux Major Appliances Standard Operating ProceduresI-3Section 8 Frequently Asked QuestionsI do not currently have a ServicePower account. What s

Section 8 Frequently Asked Questions8-9Q. Is using ServicePower Dispatch mandatory?At this time, using ServicePower Dispatch is NOT mandatory and you

Section 8 Frequently Asked Questions8-10Q. How do I ensure that I have the correct Brand Coverage selected?• Click on “My Coverage” from the Service

Section 8 Frequently Asked Questions8-11Q. How do I ensure that I have the correct Product Coverage selected?• Click on “My Coverage” from the Serv

Section 8 Frequently Asked Questions8-12Q. How do I ensure that I have the correct Zip Code Coverage selected?• Click on “My Coverage” from the Ser

Section 8 Frequently Asked Questions8-13Adding or searching for current Zip Code Coverage:• Click on “My Coverage” from the ServicePower home page.•

Section 8 Frequently Asked Questions8-14Q. Do I have to give dispatch status and part status updates to Electrolux?Yes. You are required to update s

Section 9 Contact Information9-1Section 9 Contact InformationDepartment Reason for Contact Contact InformationFactory Technical Information Department

Section 9 Contact Information9-2Chip Mulligan Doug Couts Marshall Holder Jim Ruediger Bud Haas Patrick Brown Dino Neokratis Ross Mobbley John Foreman

1-1Section 1 Basic InformationPurpose of This DocumentThe purpose of this document is to bring clarity and awareness to written Electrolux and/or Frig

1-2Section 1 Basic InformationProduction Week ChartWeek Date Week Date Week Date Week Date01 JAN 01 14 APR 2 27 JUL 2 40 OCT 102 JAN 08 15 APR 9 28 JU

2-1Section 2 ProfessionalismProfessionalismToday’s consumer is more demanding than ever. In fact, customer service is more than being tactically sound

Section 2 Professionalism2-2Standards for a Warranty Service Provider1. Service Providers are expected to maintain a professional image with the cons