AFI Aged Parts

Included in this article:

1. Overview
2. Resolution Options
3. Exchange Procedure
4. Price Adjustment Procedure 
5. Gift Certificate Procedure 

1. Overview 

Any Ashley part that exceeds 45 days, TDG will receive a 50% credit of TDG landed Product Cost. This process is only available for guests under AFI manufacture warranty. This is tracked on the Parts SmartSheet. This sheet is updated each week by the Business Management team, and sent to Guest Care on Wednesdays. Guest Care has to provide all updates to the Business Management team within 48 hour (maximum), of which options were selected by the guests listed. Business Management will then review with AFI, confirm parts have yet to be shipped, and if not, will delete the part order in Storis. If parts have been shipped, AFI will not provide this credit, therefore the guest will have to proceed with the repair.

Note: When contacting guests for this program, if we cannot verbally speak with a guest, we will not leave a voicemail. We will simply note the Audit Comment Log of the Customer Service Order, stating we were contacting guest to update on their parts ETA.

Note: If we contact a guest and they would like time to review our offer, we can only do this, if today is prior to Thursday. By end of day Thursday, the sheet is submitted to BM to advise AFI.

Example: We call the guest on Wednesday, they want to review and ask for a callback, we can advise them we can follow up on the next business day (Thursday)

Example: We call the guest on Thursday and they wat to review and ask for a callback, we can advise the guest that the offer is only valid until end of today, therefore a decision would be needed.

2. Resolution Options

Use the following stream when offering guests options for parts delayed more than 45 days, through AFI: 

1. Guest can choose to wait for the part. 

2. Offer Price Adjustment to keep as is (30% of cost guest paid) 

3. Offer gift Certificate to keep as is (40% of cost guest paid) 

4. Offer guest, exchange / Reselection 

3. Exchange Procedure

Should the guest want to exchange the product due to parts delayed and the item is still active, please complete the following procedure: 

1. Update the Parts Smart Sheet, to state guest is selecting the exchange option 

2. Delete the part order in Storis, BM will notify Ashley based upon the note left on the SmartSheet

3. Please ensure to remove any Labor charges from the CSO 

      a. In Labor tab, click Delete 

4. Hard close the CSO

      a. Refer to https://5p1592.acquire.io/kb/knowledge-base-default/customer-service-order/closing-a-customer-service-order 

5. Create exchange

4. Price Adjustment Procedure

The guest will always be reimbursed the same way they paid for the original item.  

If the guest paid partially by Financing and another method, the price adjustment will always be put back on financing. 

If guest paid Debit, they could choose to go into the store to have put back on the Debit card or we can mail a cheque. 

If the guest paid Cash, we would mail a cheque. 

1. Update the Parts Smart Sheet, to state guest is selecting the PA option

2. DO NOT delete the part order in Storis, BM will complete this, once approved through Ashley 

3. Add detailed notes to the Audit Comment of the CSO  

      a. Complete details of why the price adjustment is being given: PA TO KEEP AS IS WITH (insert defect) DUE TO PARTS DELAY WITH AFI 

      b. Amount of price adjustment 

      c. Original method of payment 

      d. Confirmation of the correct mailing address 

      e. Paste email sent to cancel the part order 

Time for the price adjustment to be applied   

- 21 days approximately for guest to receive a cheque

- 7-14 days approximately to show on credit card or financing account

- 5 days for debit cards

4. Update Coordinator Code to SPA (Service Price Adjustment) 

At this point, the Business Management Team will process the price adjustment request and close the CSO. 

5. Gift Certificate Procedure

1. Update the Parts Smart Sheet, to state guest is selecting the GC option

2. DO NOT delete the part order in Storis, BM will complete this, once approved through Ashley

3. Add detailed notes to the Audit Comment of the CSO  

      a. Complete details of why the gift certificate is being given: GC TO KEEP AS IS WITH (insert defect) DUE TO PARTS DELAY WITH AFI 

      b. Amount of gift certificate 

      c. Paste email sent to cancel the part order 

Time for the gift certificate to be applied

- 7 days approximately to be applied to the guest’s store account.  

4. Update the Coordinator Code to SGC (Service Gift Certificate) 

At this point, the Business Management Team will process the gift certificate request and close the CSO.