Replacement/Repair Timeframes
Adhere to Timeframes:
All agents must follow the processing timeframes documented in Stonly. Do not provide customers with false expectations.
Revised Timeframes:
The timeframes have been revised by De'Longhi to include a buffer period, which accounts for the time needed to escalate a ticket to "in-process" and assign it to an agent.
Processing Timeframe:
Ensure that the processing timeframe for a ticket to be handled internally by a back-office agent is within 24-48 hours or a maximum of 2 business days.
Reporting Exceptions:
If you encounter a ticket that does not follow the documented timeframes, report it to your dedicated supervisor immediately.
Always keep in mind that you have access to the Delonghi process timelines in Stonly:
Delonghi Process Timelines | Internal knowledge base (stonly.com)