Part Overview and Facts
Included in this article:
- Overview
- Part Facts
- AFI Aged Parts Program
- Parts Minimum Charge
- Viewing Customer Order Details for a Part Order
- Part Vendors that Require Specific Details
- What Details are Required in a Part Order
- Vendors We Cannot Order Parts Through
1. Overview
Requests for parts can come from a Technician request or from the Guest Care Agent qualification of the issue. All part requests are entered within the Parts tab of the Enter a Service Order screen.
The Guest Care Agent initiates the parts order via the service order. Entering the parts order information in the service order does not actually order the part. The Parts Coordinator sends a parts purchase order to the vendor the next business day.
The Guest Care Agent must provide sufficient detailed information in order for the Parts Coordinator to order the part correctly. Furthermore, the Guest Care Agent must ensure that the fields in the service order correctly indicate who is responsible for the parts charge (manufacturer, extended warranty, guest, etc.).
2. Part Facts
§ Once parts have been ordered through the CSO, within 1 business day our Business Management team enters the part orders through the manufactures directly.
§ Certain vendors do not offer replacement parts, prior to ordering, we need to check our Vendors We Do Not Order From list to confirm we can place a part order
§ We can view all available replacement parts for Ashley products on Ashley Direct
§ If we are unsure about parts cost, availability, etc. for any other vendor(s), we would need to log a Service Desk ticket under the Business Management > Parts category.
§ Certain vendors require additional product information for their part orders to be accepted.
o Example: Ashley products require a Serial Number for part orders. - ONLY exception is casegoods, outside the manufacture warranty period.
o Example: Palliser products require photos and a BL Number
§ Each part required, needs its own, individual part order, unless we are ordering multiple of the exact same part (I.e. 2 legs, 6 clips, etc.)
§ When ordering parts for a vendor that is not Ashley Furniture, we need to be very detailed on what replacement part is required
o Example: Drawer needed due to crack
• What drawer? Top? Middle? Right? Left?
o Example: Leg needed as warped
• What leg? Front? Right? Left? Back?
§ When ordering parts, we can charge the following parties
o Manufacture = No Charge
o Tutoris = PPP
o Guest = Guest Pre-Paid
o TDG = TDG caused damage (during delivery, etc.)
§ When ordering multiple parts for different model #’s, the purchase orders will default to the same purchase order number(s)
§ When ordering multiple parts for the same item, you can save some additional re-entry by selecting “Clone from Existing Line” on the parts page
o Then delete the fields that need to be adjusted (i.e. Part number field, Defect, Location)
§ Parts take an average of 2-4 weeks to arrive at the local distribution center(s)
o Container parts take an average of 60-90 days
o TDG no longer offers parts at a rush service and/or cost
§ If a part arrives damaged to TDG and/or TDG is sent the incorrect part, when we re-order that part, we need to include the original Purchase Order (PO) to avoid additional costs
o This is included on the parts ordering template
§ Sealy part orders requires a copy of the guest Sales Order and the products Serial number
§ For vendors other than Ashley, pictures are always required for no charge part orders, please attached pictures to the service order when creating a parts PO
§ Toss pillows for sofas, loveseats, chairs, will have a higher cost than normal due to freight charges. All toss pillows are at a cost of $65.00 per pillow (regardless of who is paying, TDG, guest, etc.)
§ Primo does not offer cores as a replacement part
§ If a guest calls in regarding Dimplex, Motion, or Napoleon (BBQ’s), we need to direct them to the manufacture directly for any part orders
§ AFI will no longer send cores under MFG
o TDG will cut cores for this manufacture to mirror the PPP core program
§ Ashley parachute handles have changed in design as of Jan 2022
o Two options, Right hand facing and Left hand facing
o Part # 30705RP - left hand facing pull handle / Part# 30706RP - right hand facing pull handle
§ When ordering parts for Sealy / Tempur, the vendor code would be SEPPTS
§ When ordering parts for Natuzzi product, the vendor code would be NAZSDPTS
§ When ordering parts for Ashley product, the vendor code would be AFIPTS
§ When ordering parts for Softaly product, the vendor code would be SOFSDPTS
§ Part numbers that have KD included, are for models that have a 12 digit serial number and the serial number starts with 503
3. AFI Aged Parts Program
Any TDG guest who has a part order that is more than 45 days old, and is under AFI MFG warranty, TDG is able to provide the guest with additional resolution options which include:
- GC
- PA
- Exchange
If the guest accepts one of these offers, the Guest Care agents are to email parts@dufresne.ca. TDG’s BM team will email AFI to cancel the PO. The PO will not be deleted from the CSO until BM has a response from AFI.
If the PO is shipped, we will not cancel the part and the Guest Care agent will let the guest know we are completing the repair at that point.
AFI will not pay out for any shipped, PPP, or any off-warranty parts.
View KB article for more details: https://5p1592.acquire.io/kb/knowledge-base-default/guest-care-resolutions/afi-aged-parts
4. Parts Minimum Charge
We can order parts for a multitude of reasons, Manufacture claims, PPP claims, TDG caused damage, and customer to pay due to non-warrantable concerns. Therefore, when parts are ordered, if the part order for a specific item is less than $15.00, then we need to bring the cost to $15.00 and multiply by two which results in a minimum charge of $30.00 for all part orders through all our vendors. This covers the shipping and handling costs of these parts.
Examples
§ If the part is $1.00 and the guest requires 3 then this equals $3.00. Since this is below the minimum charge of $15.00, we would bring the cost to $15.00 and multiply this by two which results in a charge of $30.00
§ If the part is $20.00 the minimum rule does not apply. We just simply multiply by two which results in a $40.00 charge, if the guest requires 2 of these pieces the charge will then be $80.00.
The Golden Rule for parts minimum charge:
Should a guest have multiple parts we are ordering for one product, add up all the part totals and if less than $15.00 your part order would result in $30.00. If all the parts add up to more than $15.00, just multiply by two.
Example #1:
Order 1 seat casing at $10.00
Order 1 hardware pack at $2.00
---------
$12.00
– since this is less than $15.00, we know this part order will be at a minimum cost of $30.00
Example #2:
Order 1 seat core at $20.00
Order 1 hardware pack at $10.00
---------
$30.00
– since this is more than $15.00, we would multiply by two to have an overall cost of $60.00.
4. Viewing Customer Order Details for a Part Order
This information will be required for the entry of all Custom Order products. To view these details, follow the below steps:
- View the customers Historical Purchases through ‘View Customer Activity’
- Find the Sales Order the item pertains to, and double click to select it
- Click on the ‘Merchandise’ tab
- Find the item, and click ‘More’
You should now have full access to those products custom order details (color, what it is, model, etc).
5. Part Vendors that Require Specific Details
Certain vendors require additional information for a part order to be successful and accepted by the manufacture. Below lists those vendors and their additional requirements:
Ashley Furniture part orders require a Serial Number.
Examples:
Ashley product sold through the Ashley stores should be a 12-digit number.
Ashley product sold through a Dufresne store should start with the letter “S” and be followed by 9 digits.
Palliser part orders require a BL number which is seven digits long.
Lazy Boy part orders require a ACK number which is 15 digits long.
Best Chairs part orders require an ID number which is 13 digits long.
Example: 2869839-327.001.
Dimplex part orders require a serial number for part orders as well as the guests date of possession.
6. What Details are Required in a Part Order
§ Part Number (from Ashley Direct if Ashley product)
o Otherwise, parts name (i.e., LHF Bottom drawer, or RHF IN/OUT BACK, etc.)
§ Description of part
o Only required for Ashley Furniture part orders (Copy and paste description from Ashley Direct)
§ Defect – Select from menu options
§ Location – Select from menu options
§ Serial Number – provided by guest, driver, or technician
§ Charge Comments – select from menu options
§ Previous PO Number - This is only used when we are reordering parts due to received damaged or incorrect
7. Vendors We Cannot Order Parts Through
Certain vendors do not offer replacement parts. Prior to placing a part order, we should review to ensure we are ordering parts for a vendor that offers replacement parts.
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