SUGGESTED SCRIPTS
PHYSICAL DAMAGE DENIAL
Oh, I'm so sorry to know about what happened to your TV.
I accessed the details of the plan that you have, it covers for any mechanical, components and electrical failures only for it to be serviced.
I can give you Vizio's number so that you can coordinate with them on how to get the damage fixed.
Found this toll free number from there website: 1-855-833-3221
MANUFACTURER'S WARRANTY
When you purchase a product most of them will come with a guaranteed coverage from the manufacturer. When you purchase our plan and your product comes with coverage from the manufacturer, we do not override their coverage, instead, we enhance their coverage to cover things they do not.
After their coverage runs out, we pick up all the electrical issues, mechanical failures and defects plus our original enhancements.
COVERAGE DENIAL
Your plan with us covers your TV for mechanical and electrical failures as well as pixel burnout, power surge, internal heat, dust and humidity. However, the issue you are describing is considered accidental/physical damage which is not covered by this plan according to the terms and conditions.
What I can do you for you today is provide you with the manufacturer's phone number/website so you can reach out to them for guidance on how to obtain service.
COVERAGE DENIAL
They may be able to provide you the name and phone number to a local servicer in your area that may help you repair this at a reduced cost. If you are able to get this repaired, we would still honor our coverage until.
I am so very sorry but we do not cover any kind of physical damage to TVs. We only cover the mechanical/electrical defects after the manufacturer warranty expires and the power surge issues throughout your contract. We only cover the drops, spills and cracked screens on hand-held portable electronics (laptops and tablets).
PICTURE EMAIL PROCESS
Good. I can wait for it as well so that we can verify. Please take photos that have good lighting so the TV is visible, provide multiple angles, include a full-screen photo with the TV turned on and at least one photo of the full screen with the TV powered off. Please send it to techpic@asurion.com. Use your claim number as the subject. Here's your claim number: 1517542170.
CCR INSTRUCTIONS WITHOUT APPOINTMENT DATE AVAIL:
Alright, here's what's going to happen:
The service center will call you within 2 business days to set up an appointment. (select a date 2 days out and do not provide the customer with this date)
Please have someone over 18 years of age be present when the technician arrives.
Please be sure the TV is accessible to the technician. If the TV is mounted, please remove it from the wall. If you are unable to do so, please let the service center know when they call to confirm your appointment.
I'll place special instructions as well on the claim to let the technician know that you are unable to remove the TV from the wall.
Please make sure that your children and pets will be away from the repair area to ensure their safety.
When our servicer calls, they may perform additional triage. If they determine that parts are needed, they may elect to delay the appointment to ensure parts arrive in time and will be readily available.
Our servicer may take your TV in to the service center to do the repair instead of repairing it in your home if needed.
You will receive claim confirmation and status updates from Asurion.
The service center is Telrad Electronics located at 6738 E STATE BLVD., FORT WAYNE , IN , 468157762 and their phone number is (260)749-5607 so that you can also get in touch with them if needed.
Please also take note of your claim number: 1520831122. You will be receiving it via your email as well.
Do you have any questions or clarifications about the process?
That's basically the information needed to file the claim and schedule your device for service. Do you have further clarifications before I submit the claim?
I'm glad to have helped you with your claim today.
(You may now close your chat dialogue box)
Do this:
* Make every effort to place the customer with the first service center.
* If the customer needs assistance removing the TV from the wall, please make a note in the instructions to the tech.
CCR INSTRUCTIONS TV APPOINTMENT
The available appointment date will be February 22 between 8am to 12NN / 12NN to 4pm or all day 8am to 4pm. I'd like to confirm which time frame will be more convenient for you.
We have an available appointment on Thursday, March 1. Available time slots will be: 8am to 12nn; 9am to 1pm; 1pm to 5pm; 12nn to 4pm; 4pm to 8pm or whole day 8am to 4pm. I'd like to confirm which time frame will be more convenient for you.
Alright, here's what's going to happen:
The service center will call a day before your scheduled appointment.
Please have someone over 18 years of age be present when the technician arrives.
Please be sure the TV is accessible to the technician. If the TV is mounted, please remove it from the wall. If you are unable to do so, please let the service center know when they call to confirm your appointment.
Please make sure that your children and pets will be away from the repair area to ensure their safety.
Our servicer may call you to perform additional triage. If they determine that parts are needed, they may elect to delay the appointment to ensure parts arrive in time and will be readily available.
Our servicer may take your TV in to the service center to do the repair instead of repairing it in your home if needed.
You will receive claim confirmation and status updates from Asurion.
The service center is BRUNNER ELECTRONICS REPAIR located at 4429 MILWAUKEE ST., MADISON , WI , 537143533 and their phone number is (608)245-0245 so that you can also get in touch with them if needed.
The best contact number if incase we need to reach you is 512-688-1459, correct?
Please also take note of your claim number: 1520941811. You will be receiving it via your email as well.
Do you have any questions or clarifications about the process?
That's basically the information needed to file the claim and schedule your device for service. Do you have further clarifications before I submit the claim?
I'm glad to have helped you with your claim today.
(You may now close your chat dialogue box)
Do this:
* Make every effort to place the customer with the first service center.
* If the customer needs assistance removing the TV from the wall, please make a note in the instructions to the tech.
CCR INSTRUCTIONS TV BOX KIT (Below 55")
Alright, so this is what's going to happen:
You will be receiving a box kit to use to package your TV within 2-5 business days.
Please do not use FedEX or UPS Express Mail packaging at drop off locations.
Box Kit will contain shipping instructions that must be followed to ensure safe shipping.
You will also receive a prepaid shipping label along with the package so that you will not be paying anything when you send your TV.
Please know as well that I'm sending special instructions to the technician to check all other hardware issues and fix before sending the TV back to you.
They are also instructed to reset the TV to manufacturer's settings so everything will be wiped.
Most repairs will be completed within 3 business days of being received at the depot and the time for you to receive the repaired product back is up to 10 business days of being received at the depot.
Address on file when claim is processed cannot be updated during claim to avoid any delays in the servicing of your device.
The best contact number if incase we need to reach you is 4692314391, correct?
Please also take note of your claim number: 1521280524. You will be receiving it via your email as well.
Do you have any questions or clarifications about the process?
That's basically the information needed to file the claim and schedule your device for service. Do you have further clarifications before I submit the claim?
I'm glad to have helped you with your claim today.