860 - Vancouver

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 860 
6. Store & DC Names and Phone Numbers for 860 
7. Guardsman Claims (PPP) 
8. Frequently Asked Questions (FAQ’s) 

1. Overview

TDG furthered their growth in the British Columbia region on Dec 10^th, 2022. This included 3 stores and 1 distribution center acquisition.   

• Abbotsford 
• Langley 
• Coquitlam 

2. DC Address and Hours

DC Address: 19225 25 Ave, Surrey, BC, V3Z 3X1 

DC Hours: Tuesday through Saturday 10:00 - 4:30pm. Closed Sundays and Mondays.  

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

New Service – Service that was not initiated previously

      a. Create CSO as per standard operating procedure  

      b. In the Merchandise tab, press Edit  

      c. Change the Technician field to VAN  

      d. Go to the Customer tab, change the status to Pending  

      e. Update the Next Contact to the following Tuesday 

      f. Inform guest that technician will reach out to schedule appointment within the next 2 weeks approximately.   

      g. Update the Audit Comments Log  

      h. Save out of the CSO   

Previous Service Pending – Service that was started, prior to TDG taking ownership of the franchise location.

All previous service files have been entered into Storis and have been assigned to our team members. 

Note: If we are unable to locate a guest who purchased from this region, please reach out to your team lead.

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 860

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

6. Store and DC Names and Phone Numbers for 860

Store Contacts are located on TDG Connect: https://app.smartsheet.com/b/publish?EQBCT=31120ac57f9a4554a1c23885c3603aae 

DC Contacts are located on TDG Connect: https://tdsgcorp.sharepoint.com/sites/tdglogistics/Shared%20Documents/Forms/AllItems.aspx?id=%2Fsites%2Ftdglogistics%2FShared%20Documents%2FDTR%2DContact%2DList%2D6%2DJune%2D2022%2Epdf&parent=%2Fsites%2Ftdglogistics%2FShared%20Documents 

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 1 internal technician located within the DC. We are currently outsourcing 2 third parties which can attend to our guests both in home and in shop.

How far are we routing for deliveries? 

Two days in advance

Are their Terms and Conditions different than TDG's? 

No, terms are identical

What is the Exchange policy for 860? 

This is being handled within normal TDG policies and procedures, repair over replace
 

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 860 guests pick up their product once in stock? 

At the 860 distribution center located at 7284 Meadowlark Road, Vernon, BC, V1B 3R6.

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

This includes all guest who purchased through the Abbotsford, Langley, and Coquitlam stores.