How do I request service online?
If you have questions about or would like to update a service request, please chat with an agent for assistance.
|
Step |
Action |
| 1 | Sign in to My Account |
| 2 | Click View Your Products or Create a Service Request link under the Manage Products section of the My Account home page |
| 3 |
From the My Products list page, locate the product or component requiring service Hints: To locate a product, sort or filter the table using the column headers. If you are not sure which component of your system to request service on, choose the component labeled 'system' or 'base'. |
| 4 | Products that are eligible for onsite service will have Create a Service Request in the Support Options column. Products that are best suited for self help, chat, or phone support will have a link to a support details page that provides access to all of these options. If a service request is open for a particular PCN, you will be provided with a link to View Service History. From that page, you can check the status or cancel a service request. |
| Creating a Service Request | |
| 5 | Select the reason for the request |
| 6 | Provide a brief but detailed description of the problem |
| 7 | Contact name and phone number for this service request will be pre-populated from your profile. However, these fields can be edited for the purpose of this service request |
| 8 | Click Continue |
| 9 |
Confirm the address for this service request Hint: The radio button beneath the address allows you to update the address for this service request only. Should you require a permanent address change, a link to request a permanent change is provided in the temporary change overlay |
| 10 | Click Continue |
| 11 | Select an acceptable appointment time from the available options |
| 12 | Review the Confirm Service Request screen |
| 13 | Click Continue |
| 14 | Occasionally, our service technician can arrive earlier than scheduled. Select your preference |
| 15 | The Service Request Confirmation screen displays. Your service request is now in queue and you will receive an email confirmation |
| 16 | You can return to My Account at any time to check the status of your service request or cancel it |