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Product Replacement Customer Communication - U.S., Canada, International

Topics:

  • Product Replacement Communication, US, Canada, International
  • RMT Replacement Distributor Communication
  • Product Distributor Replacement Contact
  • Product Replacement Status Updates
  • Replacement Product Offer Accepted
  • Who updates the customer of product replacement delay?

Answer:

U.S. and Canada product replacement communications are sent by email to customers and partners. The content may be different based on the step in the process.

Customer emails:

  • Product Replacement Offer
  • Product Replacement Offer Reminder
  • Product Replacement Offer Expiring
  • Buy Back Notification
  • Buy Back Scheduled Date Updated
  • Payment Instructions
  • Payment Instructions Reminder
  • Reimbursement Instructions
  • Order Submitted
  • Scheduled Date Updated
  • Installation Date Updated
  • Installation Completed

There are no email communications for international product replacements. 

U.S. Product Replacement

  • Use the Product Replacement Tool to provide replacement pricing that includes:
    • New product cost
    • Delivery
    • Installation
    • Removal of existing product.
  • The customer is responsible for all applicable taxes.
    • Tax amounts are not available until the replacement product is ordered.
    • Applicable taxes are calculated and quoted when the customer submits payment.
  • When the replacement total is added to the tool, the customer receives an email with payment instructions.
  • Check SAP for discontinued product inventory.
  • After offer acceptance, Field Partner Support manages the replacement. See Field Partner Support Responsibilities.

Important Information

  • The assigned installation company will contact the customer to schedule installation after the replacement product is received.
  • Installers are required to contact the customer within 48 hours. 

Canadian Product Replacement

  • Use the Product Replacement Tool to provide pricing for the replacement product.
  • Customers are informed by email to make payment through the authorized Canadian Product Distributor.
  • Total charges including installation fees and local, federal, and provincial taxes are provided by the Product Distributor.
  • The distributor is responsible for taking payment and confirming payment received in the product replacement tool.
  • Refer the customer to the Product Distributor (Bradlee-Canada or Maroline) for payment, product availability, scheduling, and installation questions.

 

International Product Replacement

  • Use the Product Replacement Tool to process international replacement requests for credit. 
  • International Distributors: Alluance, Digital Kitchen, Egyptian, Enkay, Eurotech, Focus Global, Frigo, IESA, Kitchen & Bath Gallery General Trading, KitchenArt, Madison-Hong Kong, Modern Century Trading, Modern Electric Supplies, S Z & W Asia, S Z & W Limitied, SEDEC Co., Silkart Company, SZG Australia
  • See International Product Replacement Process.

 

Additional Information

 

Additional Resources

Related Questions

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