hours of operation hdms market manager contact sheethours of operation •customer service...
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Hours of Operation •Customer Service (Pre-measure assistance) 7:00am to 8:30pm, EST, Monday through Friday, 7:00am to 6pm Saturday, Closed Sunday•Sales Dept. (Post-measure assistance) 8:30am-10pm Monday through Friday,
Saturday 8:30am-7pm, Sunday 11:30am to 8pm EST1) For Pre-measure questions – Contact HDMS (248) 968-5463 (prompt 4 for store, 1 for customer serv)2) Post-measure questions – Contact HDMS (248) 968-5463 (prompt 4 for store, 2 for carpet / 3 for hard surface)3) HDMS Customer Service (M-F 7am to 830pm est, Sat 7 -6 est,)4) HDMS Sales Carpet / HS sales (M- F 7am to 12am est, Sat 830am to 7pm, Sun 1130am to 8pm est)
HDMS Market Manager Contact Sheet For an up to date list of all market managers and assistant market managers. To access – (ESVS, Quick Links, Applications, THD Measure Service – Associate, Help / Forms, HDMS Market Manager Contact Sheet)
Chargeback Department - How to contact – (800) 248-8982 Prompt 4 for Store Associate, then Prompt 5 for Chargebacks or [email protected]
HDMS Follow Up Cadence - The day following the measure, (unless installer issue, automated notification of delay), and then every 2-3 days through-out the 14 day follow up period. Typically customer will receive approximately 5-6 calls throughout the follow up period.
In Stock Carpet - As of 10/3/16 HDMS will transition all in-stock carpet product SKUs to Special Order SKUs in Quote building. This will allow carpet to ship to Service Provider and eliminate issues and additional charges.
Free LifeProof & SoftSpring 8x8 Samples - 3 Free 8”x8” Samples of LifeProof and SoftSpring Carpet with PAID measure reservation. If the customer does not have a reservation, they are available for order at homedepot.com. Restricted to 3 free samples with paid measure per customer any additional samples can be purchased online at $1.00 each.
Hand Off - Notify HDMS specifically whether you are requesting a Hand Off to the store or if you are merely requesting ability to view quote. Let HDMS know to follow up with customer if it is not to be handed off.
Wall Measure - Walls will be measured, but not shower floors or shower pans, HDMS will hand off wall measures to the store to follow up with installer and customer.
Grace Period - Pricing/ Promos 14 day grace period if set up during promo period or from time of price increase.
Promo/ Coupon Code - Available on the Main page of HDMS System if applicable.
Activate Product Sku - Needs activation in HDMS System – Submit via Store Feedback System (see below).
Waivers - Home Depot does not have waivers. Installers must install according to Manufacturer Specifications to uphold Product/Installation Warranty. Home Depot will not install new carpet over customer’s existing pad, for example.
HDMS Videos – We have created 4 videos to help with new associate training and to help answer questions about the installed flooring process. To access: myApron > myDepartments > Specialty and Services > Video Library – Setting HDMS Flooring Expectations
Store Feedback - Message should include any special needs (date changes / sku info / product changes / customer questions / needs). Can address issues with measure or the process. To access – (ESVS, Quick Links, Applications, THD Measure Service – Associate, Store Feedback)
FAQsWAREHOUSE