Scratches


CMP116653



Questions to ask:

Guidelines:

What is the degree of the scratch?

Where is the affected area? How prominent is it?
Remember to include the affected area when creating Aftersales Ticket.


Examples: 


1. May I check with you what is the affected component and how prominent is the damage?

2. Could I kindly get your confirmation if the affected part is Component 1?

When did the customer buy the item?Check the purchase date and ask this question if the purchase date has exceeded 2 weeks.

Example: Given that this item was delivered on [date & time], may I please check with you when you first noticed that this item is damaged/defective?
How and when did the damage happen?Especially important to ask if it seems unnatural or if it’s been purchased for a long time.

Examples: 

1. Could you please provide us with some details on how the damage occurred?
2. To assist you better, could you please provide some additional information about the damage? Specifically, we would like to understand how and when it occurred.
Is the photo provided by the customer clear?Ensure that we can assess and understand the damage from the provided photo. Do not hesitate to kindly ask the customer to elaborate or provide close-up photos.

Example: Thank you for providing the requested images. However, may I please ask for your kind assistance to provide a close-up image of the damaged hardware/part?

Resolution?

Is customer okay to:

  1. Receive swatch and pasting it over the affected area?
  2. To use a wooden colored marker to color over the affected area?





















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Proposed resolution #1:


Refer to the Quality Solution page on CX Portal: Click Here


NOTES:


  • Wood swatch (SKU: WDSWT-101) is only available for Ensley Walnut, Haylee (All colors), Quin Walnut
  • Brooklyn Wood swatch (SKU: PDSWT-301) is only available for Brooklyn (All colors)
  • Blake Wood swatch (SKU: PDSWT-302) is only available for Blake (All colors)
  • Do not offer to all casegood customers.
  • Check inventory of wood swatch. Send from Shipbob (US)
  • DO NOT PROVIDE SWATCH FOR ENSLEY OAK.


  •  Choose the correct color 
  •  Cut out the required area
  •  Paste it on the affected area with glue (don't use liquid glue)



Proposed resolution #2: 


Refer to the Quality Solution page on CX Portal: Click Here


Inform customer to use a marker and color over the scratched place.

Troubleshoot video on how to touch up: Click Here


*Providing a PR% is possible as a compensation when customer agrees to the proposed resolution above.

Alternatively, you may refer to the Quality Resolution Tier provided.


To explore more options as resolutions that we can provide to the customers, please refer to the Quality Solution page on CX Portal.