Power Base

Included in this article:

1. Overview
2. Procedure for when a guest calls in regarding a power base
3. Guest Submitting Eva Adjustable Base Claim Process  

1. Overview

TDG guests are encouraged to log their furniture and bedding claims via Eva. This allows the Guest Care team, to access and determine all available resolutions based upon all required images and details needed for this to occur. When it comes to power bases (adjustable bases), we direct our guest to Eva for trouble shooting. If the trouble shooting is not successful, a claim will be sent directly to the manufacture via Eva, based upon the details and images provided by the guest. 

2. Procedure for when a guest calls in regarding a power base

Use the following process when a guest calls in to report issues to their adjustable base:  

1. Determine guest has warranty coverage on the product 

2. Confirm the issue with the guest   

      a. Validate this is a warrantable issue  

3. Do one of the following:  

      a. If the guest has warranty coverage, proceed to step 3 

      b. If the guest has no warranty coverage, educate the guest  

4. Inform the guest to visit our website to submit an Eva claim  

      a. Dufresne Website: https://dufresne.ca/  

      b. Ashley Website: https://ashleyhomestore.ca/   

5. Update the Audit Comment Log of the Sales Order this pertained to: 

GUEST CALLED IN REGARDING (insert issue) ON THEIR ADJUSTABLE BASE. REFFERED GUEST TO EVA.  

3. Guest Submitting Eva Adjustable Base Claim Process

When the guest submits their Eva claim, the following questions will be prompted to the guest via Eva:  

1. When prompted, select New Bedding Claim 

2. Select the bedding type best fitting your concern   

      a. Mattress / Box spring 

      b. Adjustable Base  

3. Please select the vendor of this adjustable base  

      a. Ashley 

      b. Tempur / Sealy  

4. Do one of the following:  

      a. Select Ashley  

             i. Please select your model number 

             ii. Eva will now trouble shoot with the guest based upon their selection 

             iii. Once the available trouble shooting has occurred, Eva will then ask     

                   1. First and Last name 

                   2. Mailing Address 

                   3. Phone Number 

                   4. Email 

                   5. Date of purchase 

                   6. Image of serial number required 

                   7. Describe the issue    

             iv. Eva informs that the claim is now sent to the manufacture   

      b. Select Tempur / Sealy   

             i. Please select your model number 

             ii. Select issue from list 

             iii. Eva will now trouble shoot with the guest based upon their selection 

             iv. If trouble shooting determines parts are required, the following will be needed     

                   1. First and Last name 

                   2. Mailing Address 

                   3. Phone Number 

                   4. Email 

                   5. Date of purchase 

                   6. Image of serial number required 

                   7. Describe the issue    

             v. Eva informs that the claim is now sent to the manufacture