LP Appliances
What service levels are provided for Large Appliances?
What is:
Room of Choice
Room of Choice with Haul Away
Room of Choice with Installation
Room of Choice with Installation & Haul Away
What is:
Provide Customer Samsung’s phone number & warm transfer to Samsung directly.
Wrap the call
DAILY DOUBLE!
What are key points of different from our Return Policy and Bosch's return Policy and
Who can complete the return?
What is:
Part 2: Who is CARE.
Who can submit a shipping address change request for an Electrolux appliance?
Who is Nobody! We cannot change a shipping address for Electrolux. The item will need to be cancelled and reordered.
Who can make Shipping Address Changes for GE Appliances?
Who is Nobody! Shipping address changes are not to be made.
What condition should the LP Appliance be in in order to be returned?
What is: Uninstalled + Original, Undamaged Packaging.
Who is Nobody! Samsung delivery agents are strictly mapped by zip code. Item(s) will need to be cancelled and reordered.
What is the process for rescheduling Bosch Deliveries?
What is: the customer cannot reschedule through their My Account and will need to call Wayfair Customer Service and ask to reschedule. For missed deliveries, please reach out to the carrier's (GE's) customer care number 1-866-898-7472.
Consultants can reschedule through Bosch Rescheduling portal located in the ‘actions’ drop down within the customer's order or through the Wizard View in Service Hub.
What are the two types of return methods for Electrolux?
What is:
According to Infohub, what is the process for setting up a GE Return?
What is:
1. For GE Returns, try to run the return wizard as normal - select whether or not the customer has the original packaging. The wizard will prompt you if the return cannot be processed by just running the wizard.
If the return cannot be set up normally, do not complete the wizard and continue to step #2.
2. Enter a freight ticket requesting a custom BOL and a return shipping cost quote, confirming whether the customer has the original packaging.
3. Advise the customer we will follow up within 2 business days confirming whether a return can be arranged by one of our carriers. Make sure to double check a CMT was created automatically. If not, create one.
4. If we CAN arrange a return: CMT will follow up confirming the return shipping cost and provide the customer with the custom BOL after they confirm they wish to proceed with the return; we will update the return to withhold the quoted return shipping cost.
If we CANNOT arrange a return, the customer can return via their own method. CMT will run the return wizard and set up the return as customer’s own method.
What is ADC (main warehouse is in New Jersey).
How long does the customer have to request cancellation on a Samsung item?
What is: until the item ships. Customer are able to cancel up until the item has shipped.
Who is: Nobody! Since BOSCH uses GE's shipping network, their shipping address policies still apply to BOSCH.
What are the three Return Types for Electrolux Appliances?
What is Refused Delivery: Customer refuses the item at the time of delivery, and carrier takes the shipment back with them on the truck. If the item is return-eligible, run the wizard. All fees applicable.
What is Brown Box Pick-Up: The item is still in its original packaging and not installed, and the customer would like to return it. If the item is return-eligible, run the wizard. All fees applicable.
What is Haul Away to Liquidation: If a customer absolutely needs the appliance taken out of their home, reach out to Innovel. Innovel will come to the customer’s home, uninstall the product, and bring it to a liquidation facility for recycling. The restocking fee is not applicable for this case.
There will be a charge for the $70 Return Shipping and $25 Haul Away fee as someone will need to come into the customer’s home to remove the item. If the customer is unhappy with the cost of the return fees, this is a great opportunity to use a SAVE coupon.
Who takes responsibility for the vast majority of post order issues?
Who is GE. GE takes responsibility for the vast majority of post order issues. GE handles all inquiries and the call will need to be warm transferred.
Who can supply parts for the customer?
What is the manufacturer.
Our Large Appliance Supplier does not currently stock parts and as a result, we will direct customers to contact the manufacturer directly for part replacements.
DAILY DOUBLE
How long does the customer have to return their Samsung item?
Can they request a return through their My Account?
What is: up to 30 days after the day of delivery. Although, Samsung will only coordinate returns within 48 hours of the customer receiving it. After that they will not pick up items.
Part 2: There is no Self Service option available to customers for requesting a return. Samsung will not process a refund until the item has been picked up and returned to the warehouse.
Who does Bosch utilize as their shipping partner?
What is GE’s shipping network.
What is the name of the tool used for rescheduling an Electrolux Large Appliance and how is the rescheduling process different then usual Large Parcel deliveries?
What is the Innovel Reschedule Tool and rescheduling is not supported 2 days before the scheduled delivery
What would the expectations sound like for a cancellation on a GE Appliance?
What is:
Refund Details, Emails, Timeframes, and method of payment.
My Account: Invoice for payment clarity and status of cancellation.
What would the Delivery expectations sound like for a customer receiving a Large Appliance Delivery?
What is:
Shipping Dates
Time Expectation for scheduling of delivery - after 48 hour turnaround at the Delivery Agency.
Service Level - what type of delivery service the customer is receiving.
When it comes to damage defect, are we able to offer no cost solutions for damaged/defective Samsung appliances?
What is: No. We follow the instructions in the infohub according to if it is before 48hours after delivery or after 48 hours after delivery. Depending on the timeframe we proceed accordingly through the steps in the infohub.
What part of the order do we request a cancellation for in the wizard to ensure a successful cancellation?
What is only request the cancellation for the appliance.
Who can assist the customer with ordering a replacement part?
Who is Electrolux. If a replacement part is requested, warm transfer to the Electrolux call center (833-615-4018). If working in chat, advise the customer to call in to Wayfair Customer Service so that a Service representative can warm transfer.
How similar is the cancellation process in Canada to that of the US?
What is: Policies are the same, but it’s critical to remember to cancel ALL pieces for GE items or else the order will be stuck on hold.