SmartHomeConcierge.ai – Waiting on Vendor Workflow

Purpose

The Waiting on Vendor stage is used when SmartHomeConcierge.ai has completed all available troubleshooting, research, recommendations, and configuration work, but the issue cannot be resolved without assistance from the service provider, manufacturer, software provider, utility company, or third-party vendor.

This status indicates that progress is temporarily paused while awaiting information, action, or resolution from an external organization.

When to Move a Ticket to Waiting on Vendor

Move a ticket to Waiting on Vendor when:

• Manufacturer support is required.
• Vendor account access is required.
• Vendor system outages are suspected.
• Warranty support is required.
• Subscription issues require vendor intervention.
• Vendor technical support is investigating an issue.
• Escalated support tickets have been submitted.
• Device replacement approval is pending.
• Software bugs require vendor resolution.

Common Examples

Ring Account Issue

Customer Request:

"I can't access my Ring account."

Work Completed:

• Password reset attempted.
• Account verified.
• App troubleshooting completed.

Vendor Required:

Ring Support must verify or restore account access.

Move ticket to Waiting on Vendor.

Alexa Service Issue

Customer Request:

"Alexa routines suddenly stopped working."

Work Completed:

• Device troubleshooting completed.
• Account relinked.
• Configuration verified.

Vendor Required:

Amazon service issue or backend problem.

Move ticket to Waiting on Vendor.

ecobee Subscription Issue

Customer Request:

"Features I pay for are missing."

Work Completed:

• Subscription reviewed.
• Device verified.
• Account confirmed.

Vendor Required:

ecobee billing or account support.

Move ticket to Waiting on Vendor.

AT&T Internet Issue

Customer Request:

"My smart devices keep disconnecting."

Work Completed:

• Wi-Fi troubleshooting completed.
• Device testing completed.

Vendor Required:

AT&T line issue, gateway issue, or service outage.

Move ticket to Waiting on Vendor.

Work Required Before Waiting on Vendor

Before changing a ticket to Waiting on Vendor:

• Review customer request.
• Categorize ticket.
• Complete available troubleshooting.
• Review Configuration Library articles.
• Complete all reasonable configuration steps.
• Verify issue cannot be resolved internally.

Waiting on Vendor should never be used as the first troubleshooting step.

Vendor Escalation Information

Whenever possible, document:

Vendor:

Vendor Case Number:

Vendor Contact Information:

Date Escalated:

Reason Escalated:

Expected Vendor Response:

Next Scheduled Follow-Up:

Customer Communication

Explain:

• What has been completed.
• Why vendor assistance is required.
• What vendor is responsible for.
• What happens next.

Example:

"We have completed all available troubleshooting and configuration steps. Additional assistance is now required from the manufacturer. Your request has been escalated and we will continue monitoring the situation until additional information is received."

Internal Documentation

Before changing status, document:

Date:

Work Completed:

Configuration Library Articles Used:

Issue Identified:

Vendor Involved:

Vendor Case Number:

Reason Waiting on Vendor:

Expected Next Action:

Vendor Response Received

When vendor information is received:

Review:

• Vendor recommendations
• Vendor troubleshooting steps
• Vendor resolution
• Vendor replacement instructions

Determine next status:

In Progress

Additional work can now continue.

Waiting on Customer

Customer action required.

Completed

Issue resolved.

Project/SOW Created

Issue requires larger implementation project.

Follow-Up Process

Monitor vendor response.

Document:

• Vendor updates
• Vendor recommendations
• Vendor timelines
• Vendor case status

Maintain communication with the customer throughout the process.

Goal

The goal of the Waiting on Vendor stage is to track requests that require manufacturer, provider, or third-party assistance while maintaining ownership of the customer experience until a final resolution is reached.

SmartHomeConcierge.ai remains the customer's single point of contact throughout the vendor escalation process.