Follow up templates
RECEIVED POP AND FORWARDED TO RP |
Dear [customer],
Thank you for contacting our Customer Care Center and for providing your proof of purchase. The information has been validated and we are ready to initiate the replacement process.
We have forwarded your case to our Replacements Department to place the order. A Customer Service Representative will contact you soon to let you know the following steps.
Kind regards, |
ASK FOR POP AND ADDRESS |
Dear [customer],
Thank you for contacting our Customer Care Center.
In order to start the replacement process we need to request the following from you:
1. Proof of purchase (with all details required) 2. Home address (to deliver a box and label for repair)
We have received your proof of purchase, however, the document you have sent is missing some key information.
Please note that the document must include the date of purchase, a description of the unit, the cost of the unit, and include the name of the retailer.
Please reply to this email attaching the proof of purchase and your home address.
Once received, a Customer Service Representative will contact you to let you know the following steps.
Kind regards, |
ACCEPTED DIFFERENT MODEL SINCE NOT IN STOCK |
Dear [customer],
Thank you for contacting our Customer Care Center
We are glad the replacement model [number] works for you.
This case has been forwarded to our Replacements Department to place the order. We will contact you soon with the order number and delivery instructions.
Kind regards, |
CUT CORD RECEIVED- ORDER PLACED BUT NO TRACKING NUMBER YET |
Dear [customer],
Thank you for contacting our Customer Care Center.
We received the attachment of your disabled product. We reviewed your order and since it was recently created, we are still waiting for the tracking information.
As soon as the order has shipped, you will receive an email with tracking information.
If you have further questions do not hesitate to let us know.
Kind regards, |
CUT CORD RECEIVED –REPLIED WITH TRACKING NUMBER |
Dear [customer],
Thank you for contacting our Customer Care Center.
We received the attachment of your disabled product. We reviewed the order [number] and are happy to inform you that the order has shipped. Your package is now in transit and the scheduled delivery date is on [date] by end of the day.
You can review the status on https://www.fedex.com/ with the tracking number: [number].
If you have further questions do not hesitate to let us know.
Kind regards, |
CUT CORD PHOTO AND PACKAGE RECEIVED |
Dear [customer],
Thank you for contacting our Customer Care Center.
We are glad you have received the replacement unit. Please note the warranty for this replacement continues from the original date of purchase.
We have received the attachment of your disabled product. You may discard the defective unit. You do not need to return it to us.
We hope you enjoy your new product!
Kind regards, |
REQUEST FOR SERIAL NUMBER |
Dear [customer], Thank you for contacting our Customer Care Center.
In order to validate the warranty of your product, we require a copy of your proof of purchase, if you do not have it, we will need a clear picture of the serial number, this is a 3-5-digit number. Please reply to this email attaching the proof of purchase or the photo of the serial number. Once received, a Customer Service Representative will contact you to resolve this issue. Kind regards, |
PLEASE CALL TO TROUBLESHOOT |
Dear [customer],
Thank you for contacting our Customer Care Center.
Since your inquiry is of a technical nature we would like to troubleshoot with you via phone or video stream. You may also visit the FAQ section of our De'Longhi website or check the troubleshooting guide found in the manual that came with your product. If you decide to call in, please reference ticket number [number] and be near the unit to troubleshoot. Kind regards, |
PLEASE CALL US |
Dear [customer],
Thank you for contacting our Customer Care Center.
We completely understand the situation and we would like to kindly ask you to call us at 1-800-322-3848 Monday - Friday (9:00 AM - 6:00 PM ET) so we can discuss options. Please reference ticket number [number]. Kind regards, |
ACCEPTED REFUND AND CUT CORD INSTRUCTIONS |
Dear [customer],
Thank you for contacting our Customer Care Center.
We are glad you have accepted the refund and the 20% discount.
To start the refund process please follow the instructions below on how to disable your defective product:
For your safety: Please unplug the unit from the outlet before cutting the cord. Once unplugged, proceed to cut the cord off at the base of the unit Take a picture of the cut cord and the back of the unit, then reply to this email with the photo attached.
The refund process may take 4-6 weeks.
Note: After the photo is sent to us, you may discard the defective unit. You do not need to return it to us.
Once received, a Customer Service Representative will contact you to let you know the following steps.
Kind regards, |
WAIT UNTIL GET BACK IN STOCK-CALL US |
Dear [customer],
Thank you for contacting our Customer Care Center.
We completely understand you want to wait for [model number] to be back in stock due to the hot water feature. The case will remain open and we would like to kindly ask you to call us at 1-800-322-3848 Monday - Friday (9:00 AM - 6:00 PM ET) in 2 weeks so we can check stock. Please reference ticket number [number]. Kind regards, |
ASK THEM TO CONFIRM THE ADDRESS |
Dear [customer],
Thank you for contacting our Customer Care Center and for providing the proof of purchase and the unit model. The information has been validated and we are almost ready to initiate the process.
Before we place the order we want to confirm that your home address is:
[customer's address]
Please reply to this email confirming it and if there is an apartment or unit number. Once received, a Customer Service Representative will contact you soon to let you know the following steps.
Kind regards, |
EXACT MODEL |
Dear [customer],
Thank you for contacting our Customer Care Center and providing the proof of purchase and home address.
Before we place the order, we need to request the exact unit model (found on a sticker at the back or bottom of your unit). We show a different model on the proof of purchase than the one we have on file, so we just need to clarify.
Please reply to this email attaching this information. Once received, a Customer Service Representative will contact you to let you know the following steps.
Kind regards, |