Notes

---------------------------------------------------------------- ZOOM------------------------------------------------------------------------
Meeting ID: 96720608366
Passcode: 164202

Meeting ID: 984 6074 5717
Passcode: @E1y=i5Q
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--------------------------------------------------------------PROCEDURES--------------------------------------------------------------------

------------------------------------------------------------LOG BILL OF SALE-------------------------------------------------------------------
BOS: Philipsburg II PL SET-66 (Includes Philipsburg II PL Matt + FDN beauty rest recharge world class 2015-33XL Simmons beauty rest recharge) $1708.00 DOP: 09/09/16 US mattress
-----------------------------------------PROCEDURE FOR REPLACING A MATTRESS ONLY. (With frame correction)------------------------------------------

1- Case has to be open, the other option has to be email; Reason:
2- Add an action (Offer letter - Sending offer letter)
3- Add a letter (Replacement letter - Mattress only)
4- Add an enclosure (Frames/turn) [*frame correction*]
5- Add an enclosure (ITEMS 4 REPLAC or THE ONE UNDERNEATH QUESTIONNAIRE)
6- Prepare the letter, put the model names and numbers, then the price for $85.00 Standard delivery fee.
7- Delete the unwanted information
8- Add a paragraph (Platform review) [*frame correction*] (Un-bold that text)
9- Write on the requirements: Proof of frame correction. [*frame correction*]
10- Send the letter.

---------------------------------------------------------PROCEDURE FOR REPLACING THE SET-----------------------------------------------------

1- Case has to be open, the other option has to be email
2- Add an action (Offer letter - Sending offer letter)
3- Add a letter (Replacement letter - Set)
4- Add an enclosure (ITEMS 4 REPLAC or THE ONE UNDERNEATH QUESTIONNAIRE)
5- Prepare the letter, put the model names and numbers, same for the foundations, then the price for $85 Standard delivery fee.
6- Delete the unwanted information
7- Send the letter.

----------------------------------------------------------DENIAL LETTER - Voiding the warranty----------------------------------------------------

1- Case has to be open, the other option has to be email
2- Reason: Mattress complaints
3- Add an action (Denial - Denial for "Reason")
4- Add a letter (Rejection Letter - "Reason")
5- Add an enclosure (Warranty that matches the manufacturing date)
6- Prepare the letter
7- Send the letter.

--------------------------------------------------------DENIAL LETTER - Not voiding the warranty---------------------------------------------------

1- Case has to be open, the other option has to be email
2- Reason: Mattress complaints
3- Add an action (Denial - Sending denial form for "Reason")
4- Add a letter (Frame Letter - "Reason")
5- Add an enclosure (Warranty that matches the manufacturing date)
6- Prepare the letter
7- Send the letter

---------------------------------------------------------RESELECTION LETTER------------------------------------------------------------------

1- Case has to be open, the other option has to be email
2- Reason: Mattress complaints
3- Add an action (Reselection - Sending reselection letter)
4- Add a letter (Reselection Letter; Mattress Only)
5- Prepare the letter, add the current size and the dollar amount
6- Send the letter

----------------------------------------------------REFER CUSTOMER BACK TO MATRESS FIRM------------------------------------------------------
1- Customer wants to open a warranty claim, referring back to dealer (Mattress Firm)
2-Reason: Dealer Issues; Dealer Issues - Misc; Refer customer back to dealer
3- Action - Inbound email - referring back to dealer
4- Letter - Refer to retailer or manufacturer - Refer customer back to dealer
5- Paragraph - Refer customer to MFRM and substitute the original text with this paragraph

-----------------------------------------------------REFER CUSTOMER BACK TO DEALER-----------------------------------------------------------
1- Referring back to dealer (Name)
2- Refer customer back to dealer
3- Action - Inbound email, referring back to dealer
4- Letter - General Correspondence; Custom letter for special correspondence (Copy and paste the retailer's info)

-----------------------------------------------------SENDING COPY OF THE WARRANTY-----------------------------------------------------------
1- Reason: Warranty card
2- Action: Inbound email (Customer requesting copy of warranty card)
3- Letter: ID; General Correspondence; No warranty card, requested [Enclosure: Warranty that matches the manufacturing date]
4- Send the letter