RH - Discontinued Extensions 

SOP: RH - Discontinued Extensions
Macro: Range Hood: Discontinued Extensions 

Purpose:

To handle customer inquiries regarding discontinued extension pieces for range hoods and provide alternative solutions or suggestions to meet their needs.

Step-by-Step Procedure:

1. Acknowledge Customer Inquiry:

   • Start by thanking the customer for their interest in your range hoods and expressing your understanding of the importance of finding a solution for their needs.

2. Explain the Situation:

   • Inform the customer that due to challenges with receiving accessory kits from Chinese suppliers, certain range hood extension pieces are currently unavailable. Specifically, the telescoping chimney for 8' to 9' ceiling heights is affected.

3. Provide Alternative Solutions:

   • Offer several potential alternatives to address the ceiling height issue:

     • Wood Extension Piece: Suggest creating a custom wood extension piece, which can be a practical and aesthetically pleasing solution.

     • Fabricate Stainless Steel Piece Locally: Recommend considering local fabrication of a stainless steel extension piece. This ensures both durability and compatibility with the range hood.

     • Raise the Range Hood (Not Recommended): Explain that while raising the range hood is an option, it may result in reduced suction power. This solution is not recommended unless the customer is certain it aligns with their preferences.

4. Provide Links to Other Suppliers (if applicable):

   • If you have alternative sources, provide a link to a third-party supplier where the customer may be able to find a suitable extension:

     • Different Supplier Option: Provide a link to compatible range hoods and extension options:
       Amazon Range Hoods

     • Ask the customer to confirm the compatibility with their specific range hood model.

5. Macro Response:

   • Use the following macro response in Zendesk to inform the customer about the discontinued extension and provide them with alternatives.

Macro: Range Hood: Discontinued Extensions

6. Track the Request in Asana (if applicable):

   • Create a task in Asana to monitor the progress of the customer’s request, track the alternative solutions provided, and follow up as necessary.

7. Verify Customer Satisfaction:

   • After sending the macro response, follow up with the customer if no response is received within a reasonable timeframe (e.g., 3-5 business days). Ensure they are satisfied with the solution or if further assistance is required.

8. Final Resolution:

   • Once the customer confirms that the solution is suitable or the request is resolved, mark the case as closed in Zendesk. Ensure they have all necessary information and feel supported.

Key Notes:

• Clear Communication: It is crucial to communicate transparently about the discontinued extensions and provide clear alternatives.

• Alternative Solutions: Make sure the customer is informed of all potential solutions and understands the pros and cons of each.