What to expect from repairs

What to expect from repairs

Here at Plymouth Furniture we have our own in house repair team. In this post we are going to go over what to expect when getting a repair without our Furniture Protection Plan in a step by step process and answer some frequently asked questions as well.

 

Step 1: Tell Us What Happened

The process starts when the customer gives us a call, emails (info@plymouthfurniturewi.com) or fills out our service report explaining the issues with their furniture. Please be as detailed as possible and include item serial # & photos or a video if neccesary. After we are informed of the issues or damage to the furniture someone on our repair team will make a service order immediately.

Step 2: Gathering Info

Once the service order has been completed and looked over by someone on the repair team we will reach back out to the customer to gather any information that we may still need (serial #, photos, video, etc.). General wait time of around 42 - 78 hours from when service order was filed. During this step we will also ask if it is okay to email or text back for easier communication.

Step 3: Get a Diagnostic

If after steps 1 & 2 the exact problem with the furniture is still unknown we will send someone from our repair team to your home to inspect the furniture and take pictures & video if needed to figure out what the issue is. Repair diagnostic is a $100 charge unless diagnostic reveals problem to be covered under warranty.

Step 4: Contact Manufacturer

Once our repair team has enough information they will reach out to the manufacturer to see if the item or parts needed for repair are covered under manufacturer warranty.

Step 5: Provide Estimate

If the item or parts needed for repair are not covered under manufacturer warranty someone from our repair team will give you a call and explain what parts need to be ordered and how much the parts will cost with shipping & handling. You may be emailed an invoice instead if email communication was approved in step 2.

Step 6: Order Parts

After the estimate is signed parts will be ordered (average wait time of 3-5 weeks). Once the parts arrive in store someone from our repair team will verify that the parts have arrived and that they are the correct parts.

Step 7: Schedule Repair

Once the parts have been verified our repair team will give you one last call to set up an ideal time for your repair!

 

FAQS:

     Can you repair furniture I purchased at a different store?

Unfortunately we can only work on furniture purchased from our store, this is becasue we only have the ability to order parts and fabrics from manufacturers we carry in store.

    Do you offer same day or emergency repairs?

We do not offer same day repairs simply because it usually takes us about a day to gather all of the information we need to do a repair. However we do realize emergencies happen so we prioritize lift chair repairs when possible.

    Do you come to my home or do I bring the furniture to you?

Most repairs can be done in the customers home with the exception of replacing Flexsteel bluesteel springs & broken boards.

    Do I need to be home during the repair?

You don't personally have to be home during the repair but we do require atleast one person over the age of 18 to be present.

    Do you charge by the hour or by the project?

We charge $100/hr for our repair team.

    What happens if I'm not satisfied with the repair?

If you get through the entire repair process and are still unsatified or unsure if the problem is fixed, give the store a call and we will work on any concerns you still have.