Sears Work Order Guidelines
The Authorized Servicer must always call from the jobsite for approval of a work order. Trip
charges will no longer be given if the order does not meet Pre-install requirements (Reference
Section 1.4 of your AS Manual).
Work orders may be approved when the following conditions are met as stated in the Work
Order matrix below.
Work Order Matrix
Member or Installation Location Opportunities
TRIP CHARGES WILL NO LONGER BE GIVEN IF THE ORDER DOES NOT MEET PRE-INSTALL REQUIREMENTS (REFERENCE SECTION 1.4)
Work Order Will be
Authorized (Y/N)
Category
Sub Category
Work Order Guidelines
Trip
Charge
Member was
not home
We do not pay for member not at home.
N
Trip
Charge
Member
refused the
installation
Contact the NIO at 888-850-2336 to save the sale.
If member still refuses, a Trip Charge will be
issued.
Y
Trip
Charge
Home issue /
Site not ready
Contact the NIO at 888-850-2336 to have them
negotiate the COS with the member. If the
member still refuses, a Trip Charge will be issued.
Y
Trip
Charge/
Multiple
Trip
Charge
Home issue /
Rescheduling
needed unforeseen
issues not
discovered
during the Pre
Call
Contact the NIO at 888-850-2336 to have them
negotiate the COS with member. If member still
refuses, a Trip Charge will be issued.
Y/N
Trip
Charge
Wrong
address or
contact
Confirm address and contact information during
Pre Call, Schedule Confirm and call ahead. We do
not pay for wrong address or contact information
NOTE: We will no longer cover the cost of
multiple trips to the home due to unforeseen
issues with home after first attempt. Please
determine all that is needed to be done prior to
second trip to home. For example, you
determine that the existing dishwasher was
hardwired and an outlet in needed. Review
cabinetry and all other required specifications
before leaving site.
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Sears Work Order Guidelines
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Selling Error Opportunities (continued)
Work Order Will be
Authorized (Y/N)
Category
Sub Category
Work Order Guidelines
COS or
Permit
Member refuses
to pay additional
Confirm any additional parts needed during
Pre-Call to avoid second attempt.
Y
Member
Changes
Mind
Member changes
mind
Contact the NIO at 888-850-2336 for Trip
Charge approval while at member home.
Y
Out of
Area
Member lives
outside of regular
service area
Contact the NIO at 888-850-2336 to discuss
out of area
Y
Category
Sub Category
Work Order Guidelines
Selling
Error
Wrong
merchandise
selected
Contact the NIO at 888-850-2336 for Trip
Charge approval while at member home
Work Order Will be
Authorized (Y/N)
Y
Merchandise Opportunities
Work Order Will be
Authorized (Y/N)
Category
Sub Category
Work Order Guidelines
Trip
Charge
In Warranty
work
Contact the NIO at 888-850-2336. Merchandise
needs to be returned and re-ordered.
N
Trip
Charge
Parts missing
Confirm any additional parts needed during PreCall to avoid second attempt.
Y
Trip
Charge
Damage found
on
merchandise
1) Concealed and Cosmetic Damage - Contact
the NIO at 888-850-2336, they will negotiate
with member; if member does not accept a Trip
Charge will be issued.
Y/N
2) Damage not concealed - we do not pay for on
unconcealed damage.
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Sears Work Order Guidelines
Merchandise Opportunities(continued)
Trip
Charge
Product not
available
1) Contact the NIO at 888-850-2336 to provide
the contact name and unit number (MDO or
store) who confirmed the product was available
for pick up. We do not pay if these guidelines
are not followed.
Y/N
2) For product stated at member home, a trip
charge will not be paid if Pre Call was not made
to confirm the member had the product.
Sears Contractor Support Office Business Hours
Monday-Friday: 8am-10pm EST
Saturday: 8am-8pm EST
Sunday: Closed
Excessive Hold Time/ After Hours Policy
If you have been holding in excess of 5 minutes to speak with a Sears Contractor Support
Representative while onsite at a member’s home or calling after regular business hours, please
take the following steps to ensure Sears is aware of your attempt to contact us.
Step 1: Check Out prior to leaving; indicate via the ServiceLive Pro – Mobile App the applicable
departure state (Completed Service, Revisit Needed, Customer Requested Cancellation, etc.).
This will provide us with the time you attempted to reach us via phone.
Step 2: Update the order notes, stating you were unable reach us due to excessive wait time or
after hours and provide the reason for call.
Note: Trip charges due during excessive hold times / afterhours will not be paid if this policy is
not followed and Arrival and Departure timestamps are not present on the order.
Step 3: Send an email to [email protected] subject heading “Request for Trip Charge Excessive Hold Time/ After Hours Policy”; provide the ServiceLive order number(s).
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