intercoil mattress : issues &warranty

Intercoil mattress & warranty period  :

what is warranty service ?

It refers to the commitment of the manufacturer to repair or replace the product if there is any manufacturing defects .

1. Comfort orthopedic spring mattress                                                                                          6  yeas warrant against manufacturing   defects

2. Visco mattress                                                                                                                                          7 years warranty  against manufacturing defects        

3. Palace Gel Visco Spring mattress                                                                                                 15  years warranty  against manufacturing defects  

4. Place High Resilience Visco spring mattress                                                                         15  years warranty  against manufacturing defects     

5. Dreamland memory foam pocket spring mattress                                                            15 years warranty  against manufacturing defects 

6. Dreamland pocket spring  mattress                                                                                            15 years warranty  against manufacturing defects 

7. Dreamland Gel Viscos mattress                                                                                                    15 years warranty against  manufacturing defects 

Intercoil mattress  issues

1.  sagging issue ( the surface is not even )

2. Spring is coming down 

3.  stitching issue 

4. Bad smell

5. softness level issue ( firm, soft , medium ... )

6. Size issue 

complaint scenario:

1. customer calls Homecentre customer service department  (800MYHOME694663) to complaint about intercoil mattress.

2. customer shares either invoice number  , order number  ,or registered phone number 

3. If the date of the purchase less than 2 years we can track the details of the product in GDMS or CRM , if it is more than 2 years we need to check the following link https://lmgcrm.landmarkgroup.com/InvHistory/index.aspx .

4. Verify the warranty period

5. Request picture of the defected  mattress ( make sure that there is no marks on the outer cover of the mattress).

6. Fill in  the mattress complaint format ( insert the format).

7. Send an email to  Renato.Cayetano@landmarkgroup.com &anish.pt@intercoil.com 

8. Intercoil company will send an expert to inspect the mattress and understand the nature of the issue. 

9. Intercoil team share the outcome of the Quality Visit 

10. Based on the findings of the visit , the agent will call the customer and confirm the status of the complaint .

SLA :

1. Dubai area : the visit will be done within 3 working days 

2. Sharjah , Ajman , Ras al-Khaimah :

3. Abu Dhabi :

4. WR1 ,WR2& Delma : as per the running date 

warranty voids :

1. Failing to flip\rotate your mattress

2. discoloration ( using chemicals ) 

3. Stains 

4. tears 

5. scratches 

6. Not being the original owner (mattress has been passed form the original buyer to someone else )

7. change of mind.

8. warranty period is over 

9. Molds and fungus  due to humidity