We may encounter scenarios where installers are not replying to homeowners or support staff calls/ e-mails.
Examples include:
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.
Installer unresponsive to homeowner
Create a Jira ticket in the Homeowner Support Queue
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 the ticket.
If the homeowner has not heard from the installer , please proceed.
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.
Copy account managers on subsequent attempts to contact the installer (Add account manager as request participant on the ticket).
Nudge the account manager via Slack to follow up with the installer.