Cut Cores Process

Included in this article:

1. Overview
2. Cut Core Procedure
3. Cut Cores Scripting
4. Cut Cores - Scheduling a Pick-up

1. Overview

TDG will cut cores for two situations: 

1. Guests under manufacture warranty who purchased an Ashley Furniture product. 

2. Guests who purchased Tutoris warranty, and the cores are defective within the extended warranty time period of 5 years.  

• When an internal technician has assessed a guest’s core compression, they will only suggest for replacement of the cores, should they reach a compression level of 50% or more from its original manufacture standards.  
• For AFI guests, TDG will not order cores through the manufactures, but rather cut cores to provide our guests with a higher quality core for future use. 
• TDG will replace cores as many times required through the manufacture period if they are deemed defective and reached a level of 50% compression or more.  
• TDG will only replace cores one time for our guests under the extended warranty program. 
• Core compression can be assessed visually through an Eva claim or TDG’s Virtual Technician. If we are unable to confirm the compression visually, we can have a technician visit their home for an in-home inspection. 
• For cores to be cut and ready for the technician appointment, the following steps need to be completed within the Customer Service Order. 

Note: The Cut Core process is only completed for guests under the PPP program or guests under manufacture warranty through Ashley Furniture Industries. Guests under all other manufacture warranties coverage will be provided manufacture replacement cores through their vendors.  

Exceptions to Cut Core Coverage:

- Ottoman core compression is not covered under PPP. If used correctly, an ottoman should not become compressed over 50% as is meant to be used as a footrest. If being sat on and causing compression, this would be deemed misuse of a product.

- Accent chairs are covered for core compression under PPP only in the scenario that the seating has a foam core. Some of the accent chairs we sell do not have a core, but instead dacryon, which is not covered for compression. Please see the product description on our website or Ashley Direct to help determine if an accent chair has a core or dacryon.

2. Cut Cores Procedure

Use this process when arranging for cores to be cut for a guests product:

1. In the Customer Service Order, select the Parts tab 

2. Enter the cut core code based upon the guest’s warranty 

3. CUTCORE into the ‘Part Product’ field and press tab  

4. Update the Quantity ordered field with the quantity required  

Note: The Price field will auto populate with a $75.00 charge per core. 

5. Click Save

6. Enter charges as per standard operating procedure (Manufacture, PPP, etc.) 

7. Click Save

3. Cut Cores Scripting

TDG cutes cores for both AFI manufacture warranty, and TDGs extended warranty guests. The Guest Care Agent needs to ensure they are educating the guest on our processes around core density and qualification. There are three touch points in which we can be educating the guest on our processes which include at the time of scheduling, at the time of inspection, and confirming the completion upon TCD. In instances when TDG needs to cut cores for our guests products due to core compression, we need to use the following scripting to ensure we are effectively and simultaneously advising the guest of the same information:

AFI Manufacture Warranty - at the time of scheduling

Upon review of your account, we see that your product is currently under its manufacture warranty coverage. After our technician completes the inspection of your product, our team will review the findings and contact you back with the outcome of your claim. The manufacture does require 50% compression from the units original state, to be deemed defective. If we determine that the unit is defective, TDG will cut you new cores for your product, with the same density in which the unit was originally received.

AFI Manufacture Warranty - at the time of inspection

I have completed the inspection of your product. At this time, I have determined the unit is compressed past the 50% density. Our Guest Care team will contact you back, with the next steps, to have the concern attended too.

AFI Manufacture Warranty - at the time of completion

After receiving the technician report, we wanted to reach out and confirm that your cores were replaced with the manufacture core density and all issues are now resolved?

Tutoris Extended Warranty - at the time of scheduling

Upon review of your account, we see that your product is currently under its extended warranty coverage. After our technician completes the inspection of your product, our team will review the findings and contact you back with the outcome of your claim. The extended warranty program does require 50% compression from the units original state, to be deemed defective. If we determine that the unit is defective, TDG will cut you new cores for your product, with new high density foam. These cores will differ from the manufacture cores, due to the difference in density, however due to the higher density being used, these cores will provide the product with a longer lifespan. 

Tutoris Extended Warranty - at the time of inspection

I have completed the inspection of your product. At this time, I have determined the unit is compressed past the 50% density. Our Guest Care team will contact you back, with the next steps, to have the concern attended too.  

Tutoris Extended Warranty - at the time of completion

After receiving the technician report, we wanted to reach out and confirm that your cores were replaced with the extended warranty high density core and all issues are now resolved? 

4. Cut Cores - Scheduling a Pick Up

1. In Storis, go to Enter a Customer Service Order 

2. Input the CSO number into the ‘Service Order’ number field 

3. In the Customer tab, scroll down to the ‘Service Route’ field  

4. Enter in one of the following in shop route codes based upon the guest’s region 

       a. CSTUR (885 Region) 

       b. CSWUR (888 Region) 

       c. CSCUR (777 Region) 

       d. CSEUR (866 Region) 

       e. CSSUR (883 Region) 

5. In the Service Date field, choose the soonest date

6. In the Next Date field, select a date two days after the scheduled date (Monday through Friday) 

7. In the Customer Tab, update the Coordinator Code to SCH 

8. In the Merchandise Tab, update the Service Status to SCH for the line items that we are cutting cores for 

9. Select Actions > Audit Comments Log > Update Comments and update your notes 

        ARRANGED CUT CORES PICK UP WITH GUEST FOR (ENTER DATE) 

        SCHEDULED CUT CORE PROCESS FOR (ENTER DATE) 

        GUEST AWARE OF DC HOURS AND ADDRESS

10. Advise guest they can pick up the cores in two business days after the scheduled date  

Example: Scheduled CSO for August 9^th. The guest could pick up as early as August 11^th.
 

Important: Cut Cores should only be for AFI guests under MFG, or guests who have purchased our PPP plans.