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Product Replacement Communication - Non-Affiliated Product Distributor

Topics:

  • Product replacement through Non-Affiliated Product Distributor (PD)
  • Communication between the Case Manager and Non-Affiliated PD regarding an RMT
  • What is the process for a replacement product through a Non-Affiliated PD?
  • Does the Case Manager update the customer if there is a delay?

Answer:

Product replacement updates and changes are communicated via email through the product replacement tool. If the replacement product offer has been accepted and the Non-Affiliated Product Distributor (Non-AD) notified:

  • Refer the customer to the Product Distributor (PD) for anything regarding questions, concerns, complaints, payments, scheduling, installation, and product availability.
    • Bradlee - Canada
    • Maroline
  • The customer will contact the PD after the RMT has been submitted. See Product Replacement - Non-Affiliated Product Distributor Communication, Payment Due.
    • Product availability is the greatest factor in how long it takes to make contact with a customer.
  • The Non-Affiliated PD point of contact is listed on the monitoring page.
  • Non-AD PDs set their own payment policies.
    • Not all PDs are able to accept credit card payments and may require a certified check.
    • Sub-Zero Group is unable to change the PD's policy.
    • Sub-Zero Group is unable to accept payment on behalf of the PD.
    • Any questions or concerns regarding the PD's payment policy must be directed to the PD.
    • Refer to Product Replacement or RMT Accepted Payment Methods for additional information.

MKS:

  • As of July 22, 2019, product replacements for MKS will be set up like those for other converted independent distributors with one exception: Tax charges will not be quoted. This is the same way that Bradlee USA is set up.
  • The Product Replacement Tool can be used to provide a customer quote that includes the charge for the product, installation, and delivery.
    • Distribution will calculate and add taxes.
    • The Field Partner Support team will arrange installation.

Bradlee-Washington, Clarke, E A Holsten, Riggs, Roth, Tisdel, and Trevarrow Distribution:

  • As of June 26, 2017, the product replacement process for Bradlee-Washington, Clarke, E A Holsten, Riggs, Roth, Tisdel, and Trevarrow Distribution functions much like an affiliated distributor.
  • The Product Replacement Tool can be used to:
    • Provide a total replacement cost for the customer, including tax, delivery, and installation.
    • Check appropriate warehouses for discontinued product inventory.
  • Contact the appropriate Field Partner Support representative for the desired distributor. Field Partner Support will order the new product and schedule installation.
  • The distributor is still responsible for taking the customer's payment and noting it has been received in the system.
  • Customer communication indicates they need to make their payment through the distributor.
  • After an email is sent to the installer, the installer has 48 hours from the date/time received to contact the customer.

Any replacements that were initiated before Monday, July 25, 2016, will follow the old process to completion.

See also:

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