Notes

---------------------------------------------------------------- AVAYA-----------------------------------------------------------------------
Greeting: Gracias por comunicarse al departamento de garantias de Beautyrest, mi nombre es _______, como puedo asistirle?

Log in: SD184 + 5120061

Break: SD185 + 1
Lunch: SD185 + 2
Shift ends: SD185 + 9
--------------------------------------------- INFORMACION RELACIONADA A LLAMADAS DE PUERTO RICO----------------------------------------------

1.- Berrios: Referir todas los nuevas Reclamaciónes de garantia a Berrios - 787-653-9393
2.- $125 por costo aplicable de trasnportacion. Aceptamos money orders o cheques de banco. NOSOTROS NO PODEMOS PROCESAR CHEQUES PERSONALES. Por favor de escribir el pago a nombre de:

Simmons Caribbean Bedding Co, Inc.
PO BOX 1630
Trujillo Alto, PR 00977-1630

-----------------------------------------------------SIMMONS CARIBBEAN BEDDING CONTACTS-----------------------------------------------------

1.- Grissel Lopez: Sales Administrator at the Trujillo Alto Plant. Tel: 787-283-8410 / [email protected]
2.- Neftali Negron: Senior Account Manager - Tel: 787-283-8410 / [email protected]
3.- Pablo Bustelo: Sales Representative - Tel: 787-283-8410 / [email protected]
4.- Celestino Torres: Operations Manager - Tel: 787-283-8410 / [email protected]
5.- Mildred Delgado: Main Contact at Berrios in Cidra, Puerto Rico - Tel. (787)653-9993 ext. 6024 / [email protected]
6.- Darwin Diaz: Professional Bedding Inspectors - 787-645-2302 / [email protected]

---------------------------------------------------------------- ZOOM------------------------------------------------------------------------
Meeting ID: 585 180 2920
Passcode: Legacy

https://tpnsr.adobeconnect.com/sertaemail/

Meeting ID: 93231211196
Passcode: 164202

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

--------------------------------------------------------------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) // BQNSLATS In case of adding extra slats
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- Action - Inbound email, referring back to dealer
2- 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

----------------------------------------------------WHEN WE ARE MISSING CUSTOMER'S ITEMS-----------------------------------------------------
1. Action: Inbound email: Sending email requesting missing information
2. Letter: General correspondence; Custom letter: We have received your questionnaire form and photos, however, we are unable to move forward until we receive the following information ---- We received photos of your mattress, please provide the following information so we can complete the evaluation

___ Photographs of the impressions with measurements (if applicable)*
___ Photographs of the entire top surface of the box springs/foundation
___ Photograph of the entire frame structure
___ Photographs of any other concerns which need to be documented

----------------------------------------------------EMAILS TO INVITE US TO A ZOOM MEETING-----------------------------------------------------

-Send them to the delete queue
----------------------------------------------------EMAILS TO INVITE US TO A ZOOM MEETING-----------------------------------------------------
CLAIM REVIEW - To evaluate the case (Whenever they send the labels, measurements, the mattress, all of these after the questionnaire)
WOR - To

---------------------------------------------------------------EXTRAS------------------------------------------------------------------------
-Anything related to sleep tracker transfer to Jonathan Fernandez

-Dealers OB: Pottery Barn: We handle all warranty claims per Byron Kerr 11/30/2020.

-Adding fabric on top of your open slatted system does not create a solid rigid support for the mattress, please add a slot platform such as plywood on top of the slats, please see attached frame document for examples of supportive frames.

-Claim review es para sacar una evaluation ?????????

-WOR- Order is the last step

-Beautysleep does not have the Oval Medallion.

-Sating Label es el cuadradito :D

- Your receipt shows that you purchased a set and we are only replacing the mattress. When a receipt shows a set price we allow for 80% of the set price for the cost of the mattress.

-"Thanks for your message and continued interest in our products. Beautyrest mattresses are manufactured predominantly on a made to order basis. Generally a newly manufactured product will be slightly different in feel than the showroom floor sample model.

New products may have an adjustment period which can vary from 2 weeks up to 12 weeks. The length of this adjustment period differs from mattress to mattress depending upon the amount of foam in a product, the types of foam layers and the amount of time spent on the product. If the mattress you received does not seem to be loosening up or softening in any way after the first 2-3 weeks, please contact your retailer for possible options."

-Para cuando les deniegan el claim necesitamos escalarlo a Mattress firm (En este caso) Email: [email protected]; Good morning, Please reach out to customer below for assistance. She is disputing claim denial.
Ms. Pat Cell
[email protected]

-Amazon- Refer back to dealer

[email protected]

-Good morning, please assist Ms. Vega with her warranty claim, she has been unable to receive a response from you by email.

-DLT

-Action; reaching out to Sears to assist customer
GenOutbound
[email protected]
---------------------------------------------------------------Delivery Issue--------------------------------------------------------------------
Add action; Case transfer; Transfer whole case; Preferred top rep; Queues; Delivery

---------------------------------------------------------------WHOLE PROCESS----------------------------------------------------------------
1.- Open Claim Form
2.- Questionnaire
3.- Claim Process if all the information is received to do the evaluation
4.- Replacement (Offer), Reselection or Rejection
5.- Send the correspondent letter
6.- Once it is received send it to WOR to place the order

------------------------------------------------------SOME USEFUL SUPLY CHAIN EMAILS----------------------------------------------------------

1.- Home Depot: [email protected]
2.- Wayfair: [email protected]
3.- Amazon: [email protected]
4.- HSN: [email protected]
5.- Overstock: [email protected]
6.- Walmart: [email protected]
7.- Sam's Club: [email protected]