Delonghi Process Timelines
Our customers rely on us to provide accurate information and expectations for the services we provide. Please carefully review the Delonghi process timelines provided. It is important that you closely follow these timelines and not provide incorrect or misleading information. Should you encounter a situation that deviates from these timelines, please resolve the issue to the best of your abilities, then kindly bring it to the attention of the management for further investigation.
Process | Responsible initiating party | Marker | Timeline | Notes |
|---|---|---|---|---|
Shipping Label for return | BO Team | BO issue shipping label | 24 hours | Does not account for backlog time for BO agent to receive |
Shipping label plus repair box - US | BO Team + Bates | Repair Ticket submitted by BO | 2 business days to process + 5 days transit = 5-7 BUSINESS DAYS | Does not account for backlog time for BO agent to receive |
Shipping label plus repair box - CA | BO Team + SAP | Repair Ticket submitted by BO | 2 business days to process + 5 days transit = 5-7 BUSINESS DAYS | Does not account for backlog time for BO agent to receive |
In Warranty Repairs - US - Bates | Bates | When received at Bates | 2 business days to process + 5 days transit = 5-7 BUSINESS DAYS | Does not account for time with customer or transit from customer to Bates |
In Warranty Repairs - US | 3rd party service center | When received by authorized service center | 10 business days to process + 7 days transit = 15-17 BUSINESS DAYS | Does not account for time with customer, in transit, or waiting for spare parts |
In Warranty Repairs - CA | 3rd party service center | When received by authorized service center | 10 business days to process + 7 days transit = 15-17 BUSINESS DAYS | Does not account for time with customer, in transit, or waiting for spare parts |
Out of warranty - US/CA | n/a | n/a | n/a | note within our control or knowledge |
Warranty Replacement Unit - US | BO Team + US Warehouse | BO confirms order is placed | 2 business days to process + 5 days transit = 5-7 BUSINESS DAYS | Does not account for backlog time for BO agent to receive |
Warranty Replacement Part - US - DL | BO Team + US Warehouse | BO confirms order is placed | 2 business days to process + 5 days transit = 5-7 BUSINESS DAYS | Does not account for backlog time for BO agent to receive |
Warranty Replacement Part - US - Encompass | Frontline team + Encompass | frontline team confirms order is placed | 2 business days to process + 7 days transit = 7-10 BUSINESS DAYS | Does not account for backlog time for BO agent to receive |
Warranty Replacement Unit - CA | BO Team + CA Warehouse | BO confirms order is placed | 2 business days to process + 7 days transit = 7-10 BUSINESS DAYS | Does not account for backlog time for BO agent to receive |
Warranty Replacement Part - CA- DL | BO Team + CA Warehouse | BO confirms order is placed | 2 business days to process + 7 days transit = 7-10 BUSINESS DAYS | Does not account for backlog time for BO agent to receive |
Warranty Replacement Part - CA - Encompass | Frontline team + Encompass | frontline team confirms order is placed | 2 business days to process + 7 days transit = 7-10 BUSINESS DAYS | Does not account for backlog time for BO agent to receive |
Check requests | BO Team + DL Accounting | BO confirms check request submitted | 15 business days to process + 5 days transit = up to 4 WEEKS | Does not account for backlog time for BO agent to receive |
EC refunds / CC refunds | BO Team + Accounts Receivable | BO confirms ECOM unit was returned and received at warehouse | 14 business days to release hold of the funds. Credit company has 1-2 billing cycles to credit back to the customer. | emails to jennifer.dunay@delonghigroup.com for ALL Ecom refunds |