Background:
We may encounter scenarios where installers are not replying to homeowner’s or support staff calls/ e-mails.
Examples include, but are not limited to:
The 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 was unresponsive to homeowner
Create a Case on the homeowner contact record in Salesforce
Request Type - Complaint - Unresponsive Installer
Provide a detailed description of the issue
Confirm that the case is Related the case to the installer
Reassign the case to the back-office queue (if request comes in from chat/phone)
Back Office Team
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 and support has attempted to contact the installer twice without success, 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 both tickets.
If the Homeowner has not heard from the installer in 2 days
Create a case assignment for the existing case
Assign to Sales
Referral Reason - Unresponsive Installer
Referral Comments
Provide short description of the issue
Populate the AM and Sales Manager Fields
Work the case and close when complete