Background:
We may encounter scenarios where installers are not replying to homeowners or support staff calls/ e-mails.
Examples include, but not limited to:
Homeowner: "I'm not connected and the installer is not returning my calls"
Homeowner: "Installer says they were coming back with a piece of missing equipment have not returned my call"
Support: Support sends a cancellation e-mail to an installer, but they have not responded and M1 approval was beyond 30 days. Solar system is not connected (PTO related issues)
The system is missing a piece of equipment
Indication of damage to the home or system
Installer unresponsive to homeowner
Create a
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EBH ticket
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and link to the homeowner ticket
E-mail the installer to advise of the homeowners' concerns and advise the installer to contact the homeowner by phone (include phone number and best time to reach the homeowner)
After 2 business days, reach out to the homeowner to see if the installer has contacted them.
If the installer made contact and the homeowner is satisfied, thank the homeowner and close
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both tickets.
If the homeowner has not heard from the installer
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This is for situations we really need installer engagement - like resolving an installation issue with a homeowner or the homeowner requests cancellation and M1 was approved beyond 30 days.
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Copy account managers on subsequent attempts to contact the installer (Add account manager as request participant on the ticket).
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