Cinder Customer Service Issue

Authored by: Support.com Tech Pro Team

1. Variable

Don't forget to mark steps complete as you go through GPs.

Don't forget to ask the guest how they heard about us and document it in the Session Properties.

2. Customer Service

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

What type of customer service matter is the guest calling about? 

3. Canceling an order

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Quote from Cinder:
"You may cancel anytime before shipping for a full refund, including any shipping or taxes paid, with no additional fees or penalties. This applies to pre-orders as well."

-Reference: https://www.cindergrill.com/support/am-i-charged-to-cancel-an-order 

If the guest has any other questions regarding canceling their order, please kindly advise them that Cinder has partnered with Target for technical support but we are unable to handle customer service matters and that they should contact Cinder directly by emailing them at hello@cindercooks.com. 

Don't forget to mark steps complete as you go through GPs.

4. Disposition

Disposition the Session

1. Click "Session Info" at the top of the session window and update all of the applicable fields to the best of your ability.

2. Click Done in the left pane

3. Click Close at the top of this session window and then click Resolved.

5. Returns and refunds

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Quote from Cinder:
We stand behind Cinder and hope you’ll find it as revolutionary as we do, so we allow a 100 day period for returns.

We extend this policy to units that were used in a normal fashion and remain in normal working order. It does not apply to water damage, damage from dropping Cinder, damage from placing Cinder close to a heat source like a gas flame, etc.

If you wish to request a refund, please email us at hello@cindercooks.com. Including your order number and email used to place the order will help us respond sooner. Order numbers are six digits preceded by a hash-tag (like this: #SH0000), older orders may have a 35 digit alphanumeric transaction number (like this: CON...........2F74).

-Reference: https://www.cindergrill.com/support/returns-and-refunds 

If the guest has any other questions regarding the return or refund, please kindly advise them that Cinder has partnered with Target for technical support but we are unable to handle customer service matters and that they should contact Cinder directly by emailing them at hello@cindercooks.com. 

Don't forget to mark steps complete as you go through GPs.

6. When will it ship

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Quote from Cinder:
We're currently preparing for our Indiegogo fundraising campaign to fund our Android app development and second batch of Cinders (with improved stronger hinge!). This campaign will go live in March 2017, starting with early bird prices of only $329.

Units pre-ordered through Indiegogo will then be manufactured, ready to be shipped to you for December 2017; just in time for the holidays!

-Reference: https://www.cindergrill.com/support/when-will-i-receive-my-cinder 

If the guest has any other questions regarding the shipping date of their Cinder, please kindly advise them that Cinder has partnered with Target for technical support but we are unable to handle customer service matters and that they should contact Cinder directly by emailing them at hello@cindercooks.com. 

Don't forget to mark steps complete as you go through GPs.

7. How will it be shipped

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Quote from Cinder:
FedEx Ground will be used in most cases, with the tracking number provided at the time of shipping via email. The shipping address on that specific order at the time of shipping will be used - notice that your main account overview might have a different default address than each specific order.

-Reference: https://www.cindergrill.com/support/how-will-cinder-be-shipped 

If the guest has any other questions regarding the shipping of their Cinder, please kindly advise them that Cinder has partnered with Target for technical support but we are unable to handle customer service matters and that they should contact Cinder directly by emailing them at hello@cindercooks.com. 

Don't forget to mark steps complete as you go through GPs.

8. Other

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Please kindly advise them that Cinder has partnered with Target for technical support but we are unable to handle customer service matters and that they should contact Cinder directly by emailing them at hello@cindercooks.com. 

Don't forget to mark steps complete as you go through GPs.