The aftersales service for furnitures manufacturers

We offer a range of services to furniture manufacturers and stores, standard or custom-made, including partial or complete management of the after-sales service, a protection plan against stains and accidental damages and repairs for structural or transport damages.

Our services:

• partial or complete management of the after-sales service (depending on mandate)
• 5 years protection plan against stains and accidental damages (Protect protection plan)
• Repairs of structural damage and transport accidents
• Repairs of scratches and abrasions without parts replacement
• Comfort optimization
• Repair / replacement of mechanisms
• Color matching/fixing in case of partial replacement of the cover
• Replacement of electrical components (remote controls, transformers)

In other words we offer you less trouble for sales people, more time to devote to sales and many satisfied customers for a speedy and accurate service: your customers will remain yours!

The claim management cycle:

If the store prefers to receive claims:

• The client makes a claim to the store
• The store will inform the customer that the after-sales service will contact her within 48 hours
• The store forwards the claim through the portal portal.divanoprotetto.it

If the customer calls Fenice Care System call center directly:

• The customer calls a dedicated toll free number
• The employees of the call center receive the claim in real time and fix an appointment

Skilled technicians visit the customer, assess the situation and, if the problem is not covered by the manufacturer warranty, explain why the repair is not covered, according to the manufacturer's specifications on which they are trained in advance.

If the problem is covered under warranty, Fenice’s technicians perform on site repairs or transfer the sofa to the laboratory to repair it, ordering the spare parts that are needed.

At the end a technical report is issued. The same remains available to the store via the Internet.