850 - Okanagan

Included in this article: 

1. Overview 
2. DC Address and Hours 
3. In-Home Technician Required 
4. How Does the CSO become Scheduled? 
5. Tickle Timelines when Scheduling an in-home technician for 850 
6. Centralized Admin Email for Okanagan region 
7. Guardsman Claims (PPP) 
8. Frequently Asked Questions (FAQ’s) 

1. Overview

TDG 1st launched into the BC region as of September 2022. This included 4 stores and 1 distribution center acquisition.

Stores under 850 region include:  

• Vernon 
• Salmon Arm 
• Kelowna 
• Penticton 

2. DC Address and Hours

DC Address: 7284 Meadowlark Road, Vernon, BC, V1B 3R6 

DC Hours: Monday through Saturday 9:00am - 4:00pm. Closed Sundays.  

Note: There is no pick-ups from the local stores. All pick-ups need to be done through the Vernon DC. 

3. In-Home Technician Required

No mattress inspections can be completed in this region by our technician team at this time. Due to this, we will need to direct the guest on how to perform a mattress straight edge test and send the required pictures to Guest Care for us to forward to the manufacture. This can be done through Eva or VT (Virtual Technician). 

See https://5p1592.acquire.io/kb/knowledge-base-default/bedding/required-documents-for-mattress-claim-submission-ra-request-to-mfg for a step by step on how to submit a mattress claim and claim requirements. 

Should a guest have upholstery related concern, we can contact Fibrenew to assist with the concern at hand. For more details on Fibrenew visit: https://5p1592.acquire.io/kb/knowledge-base-default/guest-care-resolutions/fibrenew  

Use the following process when you need to schedule an in home technician appointment for our 850 region:    

1. Create CSO as per standard operating procedure  
2. In the Merchandise tab, press Edit  
3. Change the Technician field to OKN  
4. Go to the Customer tab, change the status to Pending  
5. Update the Next Contact to the following Tuesday 
6. Inform guest that technician will reach out to schedule appointment within the next 2 weeks approximately.   
7. Update the Audit Comments Log  
8. Save out of the CSO   

4. How does the CSO become scheduled?

Once we have placed the CSO into a Pending status, it will be reviewed each Monday by the Business Management team. They will then proceed to send the CSO details to the technician and update the status to Estimated.

Once confirmation is obtained from the technician that an appointment date has been booked with the guest, the Business Management team will update the CSO status to Scheduled.  

5. Tickle Timelines when scheduling in home technician for 850

• Pending = Tuesday 
• Estimated = 2 weeks  
• Scheduled = day after scheduled date, if unknown, end of month   

6. Centralized Admin Email for Okanagan region

We have centralized admin in 850. They can be contacted by emailing okanaganadmin@ashleytdg.ca  

7. Guardsman Claims (PPP)

For all BC Guardsman claims the guests make their claims on the Guardsmen site.  

We will not be handling these at all. No CSO is needed. 

If there is a replacement, guardsman will send the paperwork to the selling store, who will be responsible for entering the reselection/exchange and contact the guest directly. We will not be involved in the decision making on these. https://www.guardsman.com/consumer-products-services/submit-a-claim/

Below is an example of what it looks like when a guest has Guardsman PPP Warranty on their Sales Order 

8. Frequently Asked Questions

Is delivery done internally or by a third party company? 

Deliveries are completed through third party company; however, they will be using PAI and TDG Delivery Planning department will be routing their days for them.

Do we have internal or third party technicians? 

We currently have 2 internal and 1 external technician in the 850 region. We should be seeing open Storis capacity in late 2022.

How far are we routing for deliveries? 

Two days in advance

Are their Terms and Conditions different than TDG's? 

Terms are identical, with the exception of exchanges which is noted in the below point.

What is the Exchange policy for 850? 

With the exception of the exchange policy (noted below) we follow normal TDG terms and conditions in 850. We can exchange over repair within 48 hours of possession, unlike the rest of TDG regions.
 

What if a guest needs parts? 

We can order parts through the parts portal, and they will be direct shipped to the guest.   

Where do 850 guests pick up their product once in stock? 

At the 850 distribution center located at 7284 Meadowlark Road, Vernon, BC, V1B 3R6.

DC Hours: Monday through Saturday 9:00am - 4:00pm

This includes all guest who purchased through the Vernon, Salmon Arm, Kelowna, and Penticton stores.