Here are some FAQs that we should all be aware of when it comes to IA CNG.
When the agents are quoting the client, they should be adding the quote onto the ticket in the Note box. The state office asked if the agents could start doing this, so they know exactly what the agent paid.
There are a lot of addresses that are not correct on the tickets that are submitted. Agents may not be verifying the address through USPS like they are supposed to. A bulletin was added to the payment tab about address,” Please verify the shipping address with the client, does the client have an apartment number and is the street spelled correctly. If the address is different in PLUS, ask if this is a new address, if so, update address in PLUS”
To give agents an idea of how long shipping may take a bulletin was added to the SOP, “Once a device is shipped USPS, in Iowa, it will take 2-3 business days to receive the device, Holidays could take longer.
“SHIPPING INFO: The Grimes office ships the devices to the clients; they are open M-F 8am-5pm. Shipments do not get sent out on the weekend or after 2 pm during the week. Please keep this in mind when telling a client when they will receive an expedited request.”
A new bulletin was added to the SOP “When adding a client, that is already installed, to "Auto Pay" you must verify the client is current on their payment by looking at the "Paid to Date" (not the "Service Date"). If the client is not current, you must collect the past due payment and a 30/60 day payment going forward, or a device will not be mailed out.”
If a client signs up for autopay through the client portal the state office isn’t aware that a device needs to be automatically sent. This could be causing a few of the calls where clients are calling in upset about not receiving a device.
Agents need to make sure that they are adding the vehicle information to the ticket.
If a client is on Automatic payments and has more than one vehicle they are paying for both vehicles at once.
Breakdown of what the client is being charged should be included on the invoice and in the notes on the clients account. This ensures that the state office is aware of what was charged.
Troubleshooting
As with any other State, most of the time the client will have to wait until a shop opens the next business day. But here are a few tips that the techs go over with the clients when they call the State office directly.
Have the client unplug the handset for 10 min. Do not tell them to unplug the battery. This is a hard reset.
Make sure the battery is fully charged, if the battery is less than 12 volts the device will not go from wait to blow.
Moisture in the device is sometimes an issue, client needs to rotate their mouthpieces keeping them clean and dry. They are dishwasher safe.
If the client sees moisture in the windows of the lights on the device, have them take off the mouthpiece and tap the device on their pant leg to see if moisture comes out.
If moisture comes out, the client should take the handset inside to dry out the device.
Interlock Exchanges
An interlock exchange ticket needs to be submitted if the client is not due for service and has not put the device into early recall.
If the client is having issues with the device by not allowing the vehicle to start, this would need a ticket for an interlock exchange.
If the client has a wiring issue a new device shipped to the home will not help them, they will have to go to a service center to have the wiring checked.
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