PowerGard Protection Plan Residential Frequently Asked Questions

Transcription

1 PowerGard Protection Plan Residential Frequently Asked Questions Signing up to sell PowerGard TM Protection Plan Residential 1. How do I sign up to sell PowerGard TM Protection Plan Residential (PPPR)? A Dealer can sign up to sell Residential contracts by completing and submitting a Dealer Acknowledgement form. To access the form and instructions, go to the PowerGard TM Protection Plan Residential homepage: Dealer Path: Service and Support > Warranty Management > Extended Warranty Information, then select PowerGard Protection Plan - Residential (US Only). This is the PowerGard TM Protection Plan Residential homepage. Under Help and Support locate Forms and click on Dealer Acknowledgement. After completing the agreement, please fax it to Why do dealers have to sign an agreement to sell Residential plans? The Dealer Acknowledgment ensures the program is administered consistently by all John Deere dealers and provides a truly unique product support tool that will be difficult for competitors to duplicate. The agreement clearly spells out the requirements of both parties and is necessary for consistency. 3. Do multi-location dealers need to sign a Dealer Acknowledgement for each store location? No, but each individual store location will need to be listed on the Dealer Acknowledgement form. 4. Which account number would Ag and Turf combination dealers need to use when signing up for Residential plans? Ag and Turf combination dealers are required to sign up to sell Residential plans under their Turf and Utility account number. 5. Is there any further licensing required for my dealership to sell Residential plans? In California and Florida ONLY, dealers need to be licensed by their respective state in order to sell Residential plans. The license process for CA and FL can be found on the PowerGard TM Protection Plan Residential homepage, under Help & Support, then locate State Requirements and select the appropriate state. 6. How will I know when I have been approved to sell a Residential plan? An will be sent to the dealership with a subject line of: SERVICE: Residential Plan Authorization & Profile. It will indicate if the application has been accepted or not. If accepted, it will list the remaining steps necessary to complete the registration process so the Dealer can begin selling / registering Residential contracts. Please contact the PowerGard TM Protection Plan 1

2 Residential Dealer Support at (option 1 and option 1) with questions regarding Residential plan sales and administration. 7. What is the Dealer Profile? The Dealer Profile provides the PowerGard TM Protection Plan Residential Support Team information regarding the designated PPPR dealer contact. Dealers are required to complete their Dealer Profile online prior to purchasing contracts. The Dealer Profile can be found on the PowerGard TM Protection Plan Residential homepage, under Help & Support, locate Office Admin and select Dealer Profile to review / update your dealer information. 8. Do dealers with multiple locations need to complete a Dealer Profile for each store location? Yes. Multi-location dealers will need to fill out a separate profile for each location because the information is store specific. 9. Will multi-location dealers have access to the sales information of the Residential plans for all store locations? Yes. Sales information on Residential contracts can be found on the PowerGard TM Protection Plan Residential homepage, under Help & Support, locate Sales and select Machines with Residential Plans, then enter the search criteria and select Search M ultiple Dealers in Family lastly, select Search. 10. When will I receive my Residential customer contracts? To make the sales process as simple as possible, the need for dealers to fill out customer contracts has been eliminated. When a customer purchases a Residential plan, this information must be included on the sales invoice. The customer will be required to retain the invoice as proof of plan purchase. Dealers will then register (purchase) contract by selecting the Purchase Contract option on the PowerGard TM Protection Plan Residential homepage and complete the contract purchase process. In six to eight weeks, the customer will receive their PPPR Program certificate, wallet purchase identification card and the Terms and Conditions (Ts & Cs) of the program. Purchasing a Residential Contract 11. How do dealers purchase a Residential contract and submit the funds to John Deere? Dealers register (purchase) contract by selecting the Purchase Contract option on the PowerGard TM Protection Plan Residential homepage and complete the contract purchase process. Once a contract is registered, dealers will be debited on their monthly statement with the cutoff being the 15th of the month. Any questions regarding billing can be directed to PowerGard TM Protection Plan Residential D e a l e r Support at (option 1 and option 1). Note: It is critical that Dealers enter the correct purchase price when purchasing the contract, any amount to be refunded will be based on this price. 12. Why is it required that I file a delivery receipt before purchasing a Residential contract? By following this process, the customer and product information will be pulled into the Residential Purchase Contract screens which will eliminate redundant data entry. The process will also ensure the information in both customer records will be identical. 2

3 13. Can dealers purchase a Residential contract the same day that the delivery receipt is filed? If the delivery receipt is entered first, Dealers can file a delivery receipt and a contract can be purchased afterwards. 14. How do I transfer the Residential contract from the original owner to the new owner? Owners can sell or trade equipment and can transfer the PowerGard TM Protection Plan Residential contract to the next owner, instead of canceling and receiving a prorated refund. The new owner sends the completed Contract Transfer Form and the $25 transfer fee to Assurant. The Contract Transfer Form i n c l u d e s i n s t r u c t i o n s. T h e f o r m can be located on the PowerGard TM Protection Plan Residential homepage, under Help & Support, locate Forms and select Contract Transfer Form. 15. If a customer purchases a Residential contract with a credit card, will dealers have to pay the credit card fee? Yes. However, John Deere will periodically offer finance incentives with reduced or eliminated fees for Residential contracts charged to John Deere credit cards. (See Finance & Incentive Bulletins for details). 16. Where can I go to find out the details of a Residential contract? The Terms and Conditions (Ts & Cs) of the Residential contracts can be found on the PowerGard TM Protection Plan Residential homepage, under Help & Support, locate Terms and Conditions. Note: customers who purchase a Residential contract will receive, by mail, a copy of the Ts & Cs from the plan underwriter, A s s u r a n t. There is also a brochure that can be viewed / printed by clicking on the Brochure Key Link on the PowerGard TM Protection Plan Residential homepage. Actual brochures can be ordered through DSC. 17. How will we be able to verify that a machine is covered by a Residential contract? This information can be found on the PowerGard TM Protection Plan Residential homepage, under Help & Support, locate Sales and select Machine Search, then enter the machine PIN. 18. How can I find out if previously sold machines are eligible for a Residential plan? Machines that are eligible for a Residential plan can be found on the PowerGard TM Protection Plan Residential homepage, under Help & Support, locate Sales and select Machines Eligible, then enter the search criteria and select Search. The results will be a list of machines eligible for PPPR sorted by machines nearest to the expiration of basic factory warranty listed first. Residential Plan Pricing and Dealer Reimbursement 19. How do I find the suggested retail price and MDP price for Residential plans? Calculators and Pricing Pages can be found on the PowerGard TM Protection Plan Residential homepage, under Quote & Purchase. 3

4 20. Can dealers mark up the retail price of a Residential plan? As independent businesses, dealers may set their own pricing, but is important to note: John Deere will sell Residential plans at MSRP + 5%, through Direct Marketing to customers that do not purchase from the dealer. With the additional mark-up on Direct Marketing offers, dealers who sell at MSRP represent a better value to the customer. The selling price must be entered when the plan is registered, so the program certificate the customer will receive from TWG will match the amount the customer paid. 21. How will dealers request reimbursement for parts, labor and transportation associated with the Residential plans? All claims are submitted via the John Deere Warranty System as normal warranty claims. 22. Can the customer be charged for transportation? When fulfilling Residential contracts, dealers have the opportunity to optimize routes and schedule mobile service vehicles to travel the least number of miles and cover the maximum number of jobs. Warranty pickup and delivery should also be scheduled and route optimized to minimize transportation expenses for the dealership. However, the Ts & Cs state that additional time and mileage charges for at-home repairs outside of the normal service area of the selling dealer are not covered by this agreement. Dealers may charge a surcharge if the customer is a considerable distance from the dealer. This must be agreed upon by the customer at the time the plan is purchased and documented on the purchase order. 23. How will the transportation allowance be handled for customers that move outside of a dealer s normal service area? Customers that move outside of a dealer s normal service area may negotiate an arrangement with a dealer of their choice for transportation. If customers are not satisfied with the arrangement they negotiate with their nearest dealer, they always have the option of canceling their contract and receiving a prorated policy reimbursement. 24. Is the transportation allowance only applicable to regular warranty claims and extended protection claims? Is it applicable to battery claims or repair parts that fail? Dealers will be reimbursed for transportation on any normal warranty, battery warranty and extended warranty claims that include labor. If a part is replaced under warranty and fails again within the warranty period, the claim should be filed as a subsequent warranty claim, not as a parts claim. Travel will not be paid on Parts claims. If a service part fails during the machine s warranty period, the dealer should submit the claim under the warranty of the machine, even if the part is within the parts warranty period. 25. Why do some Residential plans for commercial products have lower hour limits than the factory warranty? Commercial products are designed for commercial use. Commercial products purchased by residential customers for residential use will typically be used fewer hours than what the factory warranty provides. Residential plans are priced for lower hours of use. 4

5 26. Residential plan hour limits are different for machines with air-cooled or liquid-cooled engines. How do I know if a machine has an air-cooled or liquid-cooled engine? You can refer to the sales manual or price pages to obtain this information. 27. Can a dealer sell a Residential plan for a machine that was rented prior to being sold? Yes, as long as the machine meets the other eligibility rules. Promotions, Incentive Programs and Direct Marketing 28. Do promotional PowerGard Residential contracts need to be purchased by the Dealership? From time to time, John Deere may offer promotions that may include free PowerGard Residential contracts. John Deere will purchase these promotional contracts. 29. Will John Deere direct market PowerGard Residential contracts to customers that purchase eligible products from the Dealers? John Deere will direct market PowerGard Residential contracts to the customers who have not purchased a contract from the Dealer. John Deere will notify the Dealership of who they plan to solicit and will also notify the Dealership of which of these customers purchased a contract. Customers will be given four methods to purchase contracts: (1) from the Dealership, (2) from the Direct Marketing Customer Contract Purchase Website, (3) by return mail or (4) by calling the JD Direct Marketing Customer Call Center Dealers have the first opportunity to sell contracts to customers at product point of sale. Dealers are encouraged to continue selling PowerGard Residential plans to customers regardless of any direct marketing activities. Cancellation Policy 30. Will customers receive a full refund if they cancel their Residential contract? State Laws vary, but typically a full refund is provided if a customer cancels within 60 days of contract purchase. Customers can cancel at any time, but cancellation requests after 60 days of contract purchase will be subject to a prorated refund amount. Dealers can perform contract cancellation on a dealer sold contract within 60 days of registration. The dealer will need to refund the customer and then cancel the contract. From the PowerGard TM Protection Plan Residential homepage, under Help & Support locate Sales and select Machine Search, enter the machine PIN, and click on the Cancel Contract option. Enter a reason for cancellation and complete the process. If a dealer has been billed for the PPPR, the dealer will receive a credit on their next dealer statement. Note: if no Cancel Contract option appears on the Machine Search details page, the 60 day dealer cancellation window may have been exceeded. For assistance contact dealer support at (option 1 and option 1). 5

6 Dealer-sold contracts (includes contracts sold on John Deere Buy Online): Within 60 days of purchase - Dealers are required to cancel residential contracts within 60 days of purchase (as outlined on the previous page) and provide their customers with a 100% refund, provided no claims have been filed. * If a claim was filed within the first 60 days, the customer needs to contact Assurant Customer Service (formerly TWG) by calling to receive a prorated refund. After 60 days of purchase - All customers who purchased their contract through a John Deere dealer or from the John Deere Buy Online site must be referred to Assurant (TWG) Customer Service for cancellations, regardless of whether a claim has been filed. The preferred method for cancellation requests are in-writing and should include the following: 1.) Machine PIN, 2.) Customer name, 3.) Address, 4.) Phone and 5.) A brief reason for requesting cancellation. The requests can be submitted in the following ways Via contract.verficiation@thewarrantygroup.com Via US mail Assurant Innovative Solutions Attn: Contract Verification P.O. Box Chicago, IL Via Fax If a customer cannot provide the request in writing or if they have questions, they can contact Assurant Customer Service ( ). Direct Market-sold contracts: The customer will need to request cancellation by calling the PowerGard Residential Customer Contact Center ( ) M-F, 9am-5pm ET. This process is used for Direct Market-sold contracts, regardless of whether the contract was sold within 60 days of purchase or after 60 days of purchase. 6

7 31. How can a Dealer cancel a contract after the 60 day cancelation period if an error has been made with the contract? The Dealer should contact PowerGard TM Protection Plan Residential Dealer support at (option 1 and option 1). Miscellaneous 32. Are PowerGard Residential eligible machines required to have any inspection or certification prior to the sale of the plan? No. PowerGard TM Protection Plan Residential does not require any oil scan / inspection process for any eligible machine, including CUTs and Utility tractor models. 33. Is there Dealer training available on PowerGard Residential? Yes. PowerGard TM Protection Plan Residential Protection Plan Residential Web Based Training is available on John Deere University. The course code is PAR-RCD003EN. 34. Does PowerGard TM Protection Plan Residential participate in the John Deere Rewards Program? Yes. Dealers can sign up for the PowerGard Protection Plan Residential Sales Bonus Program by going to Dealer Path > Service & Support > Service Management > John Deere Rewards. 7