Samsung Blue Ribbon FAQs

Welcome to Thumbtack and Samsung's Blue Ribbon Program! Thank you for joining!

We’re excited to kick off the Samsung Blue Ribbon Experience, a new program we’re testing in partnership with Samsung to help Pros like you receive jobs and help customers get the most out of their Samsung appliances.

Program start date

The pilot program officially began on January 22nd.

What to expect

As part of this pilot, you’ll provide a premium onboarding experience for customers including:

1. Verify installation has been completed properly (Device should already be installed when you arrive)

2. Connect device to the SmartThings app

3. Set up the SmartThings ecosystem

4. Conduct a product demo

5. Offer pro tips on usage

Required training (action needed)

Before the program starts, all participating Pros must complete a short training. This will walk you through how the pilot works and what’s expected of you.

Complete the training here: Training Access Estimated time to complete: 90 minutes

**Note: If you have more than one person working for you, each individual must complete this training. Only those who pass the training can execute these jobs.

Other things to know

1. Samsung representatives will be observing your work at almost all jobs at the beginning of this program. They should not interfere with or interrupt your time with the customer. Their purpose is to evaluate how well we (Thumbtack and Samsung) have prepared you, so that we can improve our training before inviting more Pros to the program. If you have any concerns about this, please reach out to Thumbtack at installations@thumbtack.com! These observation sessions will taper off as we get farther along in the program.

2. During a job, if you encounter a Samsung device that needs a significant repair, please submit a repair ticket here by clicking "Submit Ticket Request". Your company's ID is located in your Blue Ribbon program welcome email. If you can't find it, please reach out to the Thumbtack team and we can provide it.

If you have any questions along the way, feel free to reach out to us at installations@thumbtack.com. We’re looking forward to working closely with you and appreciate your help in shaping what comes next.

Thanks for being part of this pilot, The Thumbtack Team

Resources

Training

You can access the Training course at any time via this link.

New Pros or Technicians can also start the training at any time here. The training takes about 90 minutes and must be completed prior to conducting any Blue Ribbon jobs.

How to read a Customer Profile

View the section in training or in a separate location here.

Suggested Script

To review a suggested script for the Blue Ribbon Experience, click here. This outlines suggested phrasing for key parts of the Blue Ribbon job and outlines the general flow of the customer experience.

How to submit a Repair Ticket

Your ID for Samsung's repair ticket system starts with "TT" and the first 3 letters of your last name. It was sent to you via email on January 14th. If you can't find it, reach out to installations@thumbtack.com and we can provide it.

For directions on how to submit a repair ticket, you can view that here.

To submit a Repair Ticket, use this portal and click "Submit Ticket"

Post-Job Survey

In order to be paid, you must submit this survey after each job. Additionally, please mark the job as "Complete" in the Thumbtack app.

FAQs

What is a Simple Repair?

Simple Repair is anything you can do with your hands and very basic tools. Adjustments like tightening a loose door handle or leveling an appliance. For any error codes or devices that truly are not working, submit a repair ticket to Samsung instead. That is out of scope for this job.

What if a customer wants me to complete another job on site?

Please politely decline. Feel free to explain that they can find you on Thumbtack for any future jobs, but today, your sole job is to complete the Samsung Blue Ribbon Experience.