MB&G – If Your Customer has Bedcover Service Plan – How To Handle
Top Tips
• Always check your order carefully to assess if a customer has an Active Bedcover Service plan. If they
have purchased one of these services, it will show on the order as an additional line. For example
(Bedcover Primary Item or Bedcover Additional Item)
• We only send details to MB&G if the item is over 1 year old and that item is covered by Bedcover or
TYG. If the item is under 1 year old and customer is reporting issues, please refer to the faulty goods
quick link to see who inspects the item.
• Bedcover does have the 5 years accidental damage cover, so if a customer reports an issue such as
spilling a drink on their mattress and the goods are under 1 year old, you would in this instance.
• Bedcover includes 5 years for furniture items.
• If a customer had a Ten-Year Guarantee or Bedcover service plan on their order and have had a full
replacement. E.G. if a mattress was confirmed as faulty which was covered by TYG or BC and a full
replacement is issued, that is the end of the cover. The customer would need to purchase a new
extended guarantee if they want their replacement goods also covered.
• The Bedcover Service Plan / TYG only guarantee’s the customer for one full replacement.
• Bedcover is 8 years. As these are long service covers, customers may have moved / updated their
contact details, before sending any emails to MB&G, ensure you have confirmed with the customer if
they’re still living at the same address as shown on the order or if they’re contact details have
changed. You will need to provide MB&G with the correct contact details.
• If the customers address has changed or their contact details updated, please leave notes in VCS
stating this also when you log the order.
• Ten Year Guarantee only covers again manufacturing faults only
• Bedcover is an 8-year cover again manufacturing faults, but customer does get accidental damage
cover for the first 5 years of the plan.
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