Guest Care Resolutions
Appliance Email Templates
Included in this article:
- Overview
- Manufacture Warranty (Excluding LG Products) Email Template
- Extended Warranty (Excluding LG Products) Email Template
- LG Cosmetic Damage Email Template
- NAR Cannot Locate Service on Service Bench Email Template
- NAR 30 Day Repair Guarantee Email Template
1. Overview
Below will provide you the TDG email templates used when contacting third party appliance vendors.
2. Manufacture Warranty (Excluding LG Products) Email Template
This email template is intended to be used for appliances under manufacture warranty, and service cannot be located on Service Bench. This is not to be used on LG products.
Good Day,
Please note that this guest is having issues with their (insert appliance). The issue currently is (insert issue). Can we please have you reach out to this guest and assist them with a resolution to this concern? Please note general trouble shooting has been completed with this guest.
Customer Name:
Customer Address:
Customer Home Number:
Customer Cell Number:
Model Number:
Serial Number:
Date of Possession:
Thank you,
(insert signature)
Note: Model and serial information is in the Merchandise tab of your Customer Service Order. In the Description it will state:
§ Vendor (Brand Name)
§ Model Number of item (circled in blue)
§ Description of item (washer, dryer, etc.)
Note: Subject line should be CSO number and guest name
3. Extended Warranty (Excluding LG Products) Email Template
This email template is intended to be used for appliances under TDG’s extended warranty, and service cannot be located on Service Bench. This is not to be used on LG products.
Good Day,
Please note that this guest is having issues with their (insert appliance). The issue currently is (insert issue). Can we please have you reach out to this guest and assist them with a resolution to this concern? Please note general trouble shooting has been completed with this guest.
Customer Name:
Customer Address:
Customer Home Number:
Customer Cell Number:
Model Number:
Serial Number:
Date of Possession:
For any repairs over $250.00, please contact our Guest Care department toll free at 1-800-737-3233 Monday through Friday 9am to 9pm central standard time or via email at guestcare@dufresne.ca with the subject number in this email available for us so we can advise you of how we are able to proceed.
Thank you,
(insert signature)
Note: Subject line should be CSO number and guest name
4. LG Cosmetic Damage Email Template
This email template is intended to be used for LG products that have arrived in the guest’s possession and cosmetic damage has been reported to the TDG Guest Care department.
Good Day,
Please note we have a guest who has contacted our Guest Care department to report cosmetic damages on their (insert item). The damage at this time is (insert damage and location). May we please ask for you to reach out to our guest and arrange for a resolution to this matter?
Customer Name:
Customer Address:
Customer Phone Number:
Model Number:
Serial Number:
Date of Possession:
Please note that parts cost will be absorbed by the manufacture itself, and TDG will be responsible for the labor. For quick and easy payment, please submit your invoices to ‘tdg_invoice@concursolutions.com’.
Thank you,
(insert signature)
Note: Subject line should be CSO number and guest name
5. NAR Cannot Locate Service on Service Bench Email Template
This should be used when we are unable to locate service for Whirlpool guests (Whirlpool, Maytag, Jenn-Air, Kitchenaid, and Amana). We would email NAR to arrange for service.
Nar Email Address: NAR_ExtendedWarranty_CA@whirlpool.com
Good Day,
Please note the below guest is requiring service on their (insert appliance). Currently, ite seems that the unit is (insert defect). When using Service Bench to schedule a technician, we were unable to locate a third party provider in the guests region. May we please ask for your assistance on locating a third party that would be able to attend to these guests concerns?
Customer Name:
Customer Address:
Home Phone:
Cell Phone:
Model Number:
Serial Number:
Date of Possession:
Thank you
(insert signature)
Note: Subject line should be CSO number and guest name
6. NAR 30 Day Repair Guarantee Email Template
This should be used when we have a whirlpool guest (Whirlpool, Maytag, Jenn-Air, Kitchenaid, and Amana) who has had a repair within the last 30 days and the exact same issue has arisen. This is to be used for guests who are under the manufacture warranty. We would email NAR to arrange for service to ensure the original service provider is held responsible for the faulty repair.
Nar Email Address: NAR_ExtendedWarranty_CA@whirlpool.com
Good Day,
Please be aware that the below guest is requiring service on their (insert appliance). At the time, it seems that the unit is (insert defect).
This guest had a third-party provider out within the last 90 days for the same issue. May we please ask for your assistance on arranging for service to have this issue re-examined by the third party that was originally responsible for this repair?
Customer Name:
Customer Address:
Home Phone:
Cell Phone:
Model Number:
Serial Number:
Date of Possession:
Thank you,
(insert signature)
Note: Subject line should be CSO number and guest name
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