Pre-Conversion Guests

Included in this article:

1. Overview 
2. Store Requests Service for Pre-Conversion Guest 
3. Guest Calls in Requesting Service through Guest Care  
4. Related Articles 

1. Overview

TDG has taken over ownership of two store locations in the GTA market, which include Brampton and Cambridge. Since these locations were not originally TDG owned, we do not have the guests historical purchase history. TDG Guest Care does have a data dump in which we are able to review and determine what the guest purchased, the date of possession, the cost of the item and if they purchased any extended warranty services. TDG will honor these guests manufacture warranty periods. Any guest who purchased extended warranty prior to TDG ownership, will need to contact their extended warranty program for claim review and approval. Pre conversion guest Customer Codes and sales order numbers do not register within Storis, as they were not generated through Storis. New Customer Codes are created when servicing these guests. 

2. Store Requests Service for Pre-Conversion Guest

Use the following process when a store is requesting service for a pre-conversion guest:

1. Review ticket through Service Desk > Initial Tickets

2. Email sara-annegatchell@dufresne.ca the following information to validate the guest warranty coverage and product details:

      a. Guest first and last name

      b. Guest address

      c. Guest phone number(s)

      d. The product the guest is calling in about (sofa, coffee table, nightstand, etc.)

      e. The original Sales Order number (not required, but assists in locating the guest account details)

3. Close Service Desk ticket as per SOP

Note: Once Sara-Anne has emailed you back with the guest account information, the following steps are required:

4. Backdoor a Customer Service Order 

5. Contact guest and do one of the following:

      a. Educate guest 

      b. Offer Eva

      c. Offer Virtual Technician

      d. Offer In-Home Inspection 

      e. Order parts based upon guest description 

3. Guest Calls in Requesting Service through Guest Care

Use this process when a Pre-Conversion guest is calling in for service directly to Guest Care:

1. Determine if the concern is considered warrantable through the guest manufacture or extended warranty coverage. If unsure, proceed to step 2. 

2. Gather guest information and email sara-annegatchell@dufresne.ca the following details:

       a. Guest first and last name

       b. Guest address

       c. Guest phone number(s)

       d. The product the guest is calling in about (sofa, coffee table, nightstand, etc.)

       e. The original Sales Order number (not required, but assists in locating the guest account details) 

Note: We do not open a Customer Service Order until we have validated the guest account information.

3. Inform the guest we will contact them back within 48-72 business days to advise on how we can proceed on their claim.

4. Once account details have been validated by Sara, backdoor a Customer Service Order 

5. Contact guest and do one of the following:

      a. Educate guest 

      b. Offer Eva

      c. Offer Virtual Technician

      d. Offer In-Home Inspection 

      e. Order parts based upon guest description  

4, Related Articles:

How to Backdoor a CSO - https://5p1592.acquire.io/kb/knowledge-base-default/customer-service-order/backdoor-a-customer-service-order