Scheduling a Technician Mattress Inspection

Included in this article:

1. Overview
2. Schedule an In-Home Inspection for a Guests Mattress Procedure 

1. Overview

There are times in which we are unable to identify or properly access a guests bedding concerns (mattress or foundation) via Eva or through our Virtual Technician process. When this occurs, we need to schedule an internal technician to inspect the product in person.

2. Schedule an In-Home Inspection for a Guests Mattress Procedure

Use this process when you are wanting to schedule an in-home inspection for a guests mattress defects:

1. In Storis, go to Enter a Service Order 

2. Click on the Add icon to generate a Service Order number 

3. Enter their Customer Code in the Customer Number field 

4. Enter the Sales Order Number into the Original Order field (do not include asterisk & numbers) 

5. Enter SCH in the Coordinator field 

6. Click on the Merchandise tab 

7. Click the box of the defective item in the Sales Order requiring service 

8. Enter the problem code in the Problem field  

      § MFG – Manufacture 

      § PPP – Extended Warranty 

      § TDG – TDG Caused Damage 

9. Provide a detailed description of the defect in the Add Text field which includes 

      § That the mattress is stain free (after confirming this with the guest) 

      § The mattress is being supported by 5 cross slates and 1 center support leg (for all sizes of queen or greater, after we have confirmed this with the guest) 

      § The defect of the mattress (compression, seam separation, etc.) 

10. Click on the green checkmark once done 

11. Enter SCH in the Service Status field 

12. Enter NONE into the Technician field 

13. Click Save  

14. Click on the Labor tab 

15. Select the line requiring service from the Service Line dropdown menu 

16. Enter INSPECT into the Labor Product field 

17. Enter 0.5 into the Time field 

18. Press Save 

19. Enter charges as per standard operating procedure 

20. Press Save 

21. Click on the Customer tab 

22. Scroll to Service Date to view available technician dates 

23. Select a date the guest agrees to 

24. Change Status from Estimated to Scheduled in Status dropdown menu 

25. Set Next Date to the day following the scheduled technician visit (Mon-Fri) 

26. Ask the guest if there are any instructions for the technician. Enter these in the ‘Instructions’ field which is in the Customer tab 

27. Click on Actions > Audit Comments Log, > Update Comments. Add your notes: 

      STC – BOOKED TECH FOR (DATE) 

      CONFIRMED SVC ADDRESS 

      ADVISED CANCEL POLICY 

20. Press Save 

21. Press Exit 

22. Press Save twice