I sell home warranties (call center job) also set service for repairs if they don't have a warranty. Until recently (June) all service for home warranties was set through a 3rd party. However, they recently changed so that our department is supposed to set service for any warranties purchased after mid-June. They never taught us how to do this. At first they said they need to register online and set it up themselves, but I've heard from several customers that that isn't working. Then they told us to set it up the same way we do for regular (paid) service, but customers are telling me that the technicians are trying to charge them full price for the service and won't honor their warranty. Then we were told we need to schedule it through the 'hub', but that brings up a broken site that can't be used. Pointed that out, and was asked to screenshot it and send it to the GM. Did that, about 2 weeks ago, but nothing has been fixed. Now we are being told to advise customers that we are having system issues, and to call back in a few hours. Problem is that everyone is telling them that, so now we are getting people calling in for like the 5th time in 3 days, yelling that they just want to use the damn warranty we sold them. No further instruction from management. Basically any warranty purchased after mid-June is completely useless, and we have no un-infuriating way to handle these calls. Lately I've just been telling customers that it is an ongoing issue that management is aware of, and that we have not been provided with a resolution. We are still expected to push the home warranty on every customer, even though we know they are currently useless. No idea how to handle this.