Electrolux EFT 615 Información técnica descargar pdf (Pagina 9)

Section 2 Professionalism

2-2

Standards for a Warranty Service Provider

1. Service Providers are expected to maintain a professional image with the consumer. This includes maintaining

the appearance of service facilities, service vehicles, and the technician’s appearance.

2. An employee must be on duty during normal working hours to receive consumer calls.

3. Consumers are to be contacted during the same day service has been requested from the Service Provider.

Refrigerators and freezers that are not cooling are considered emergency calls. All emergency calls must have a

service technician at the home within 24 hours of the consumer’s contact with the Service Provider.

4. Use only EMA Genuine Renewal Parts for product warranty and service contract repairs.

5. Have adequate tools and test equipment including necessary specialty tools to service EMA products.

6. Technicians must service products at the installation location. In some cases, the applicable product warranty

will specify delivery by the consumer to the Service Provider.

7. Maintaining a properly trained technical workforce is the responsibility of each Service Provider. Attending

seminars and product update meetings, along with alternate training methods such as web-based programs, is

required for all Authorized Service Providers.

8. In no instance shall a Service Provider display or use on their service vehicles or business any reference to

factory service. References should be to Electrolux Authorized Service, and never factory service.

9. Conduct business operations in compliance with all applicable Federal, State and Local laws, rules and

regulations. Authorized Service Providers must refrain from unethical, false, or misleading advertising,

promotions, and practices.

10. Electrolux reserves the right to mandate background checks on any potential service company and/or its

employees.

11. Have and maintain a minimum of $1 M liability insurance to protect the Service Provider and EMA in case of

damage resulting from, or alleged to have resulted from, service performed.

12. Service Provider must maintain communications capability with EMA during business hours for escalated service

complaints. The Service Provider is expected to respond within one hour from time of inquiry.

13. Service Providers are expected to maintain adequate levels of performance according to measurements

determined by Electrolux. Electrolux will monitor certain performance metric in order to ensure compliance to

those standards. Service Provider performance will be considered when adjusting service rates, benets, and

warranty authorization.

14. Service Providers are expected to maintain updated phone/fax number(s), e-mail address, and zip code

coverage list.

Electrolux Brand Additional Standards for Service

Electrolux sets specic standards of service for its Electrolux Brand and Icon consumers. These standards ensure that

Electrolux Authorized Service Providers conduct service calls in a manner that adds value to the Electrolux Brand, promotes

additional Electrolux business, and meets the high expectations of consumers.

To reect the standards set forth by the Electrolux Brand, Service Providers’ service to customers should be the best

service in the industry. An authorized Electrolux Brand Service Provider therefore must:

1. Maintain an employee on duty at the Service Provider’s facility, addresses, or a live contact answering service,

during normal working hours to take consumer or Electrolux calls.

2. Use only genuine Electrolux parts for warranty and service repairs.

3. Stock an adequate inventory of functional service parts (suggested truck stock list available from Electrolux

Regional Service Quality Managers).

4. Use and maintain adequate tools and functional refrigeration equipment, including necessary specialty tools, to

service Electrolux appliances.

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