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What’s New
Customer Care Guidelines
At KraftMaid Momentum
®
, we’re committed to providing you with the very best service from start to finish. We’re always here to help.
Ordering Process
EDI (Electronic Data Interchange):
• EDI orders are placed from the store in 20/20.
• Once the designer enters the order into 20/20, it is then sent to the Lowe’s Genesis system, creating the Purchase Order number.
• Once Lowe’s Corporate authorizes the PO, it is transmited to KraftMaid Momentum
®
to be processed.
Faxed Orders
•
XP Orders –
These are chargeable orders that are placed at the store level. An XP order form is completed and faxed to the
number listed above. It can be for store or home delivery. Pricing must be included on the form. XP orders exceeding $100 must
have a manager’s signature.
•
RP Orders –
RP orders can be placed by the designer or your KraftMaid Representative. These are no charge orders
that result from replacement items. This is for small items only that ship to the store via UPS.
Order Confirmation:
You will receive a fax confirmation that the order was accepted, generally within 24 hours.
Monitoring Your Order:
• Open Order Reports are faxed twice a week to all stores (Tuesday and Friday evenings) detailing all open orders for your store,
regardless of whether the order is in production or not.
• You can check the status of an order at any time by logging into
and going to the Order Tracking Tab.
Your 24/7 access to order tracking, electronic literature, training and more!
Click and discover
Login Information:_______________________________________________
Care and Contact
Contacting Customer Care:
Phone – (855) 556-4021
Fax – (855) 556-4020
Hours of Operation:
Monday through Friday – 8 a.m. to 8 p.m. EST
Saturday – 8 a.m. to 5 p.m. EST
Sunday – Closed
Contact Customer Care With Questions or Concerns
Associated With:
• Product availability
• Warranty claims
• Order status – Open Order Report issues
• Purchase order numbers
• Technical issues
• Return Authorizations (RAs) inquiries
• Promotional inquiries
• Service issue resolution
Reasons to Contact Your KraftMaid Field Representative:
• Showroom needs
• Literature needs
• Design questions
• Any questions
2016/2017
