Troubleshooting: Relocations

Relocations

Care & Logistics - July 2023

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INTRODUCTION

Moving can sometimes be stressful and we always want to ensure our Members feel supported. Setting the right expectation for them from the start helps us move the process smoothly and complete their relocation within the given timeline. Based on our Member's relocation needs, we have different kits available for them to choose from. Whether they're moving locally or across the country, we’re here to help our Members!

FAQs

Review

Knowledge Check

Relocations Procedures

Kits available

Table of Contents

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Relocation (Long distance move)

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Relocation (Local move)

Relocation (In-home detach and reinstall)

Relocation (In-home reinstall only)

We have four types of relocation methods available for our Members based on the type of their move. Our Members are expected to purchase the relevant relocation kit in order to get their relocation procedure started! Review the type of relocation kits below:

Relocation Procedures

• Tonal can be packaged and handled similarly to large-screen TVs.
• The Tonal display should face up (flat on its back) during transport.

• We ship their order and work with our installation partners to coordinate their Tonal relocation!

• The relocation order may take up to seven (7) days to process and ship.

• The original and new installation addresses (if applicable).
• The best shipping address for their relocation kit (we recommend shipping these materials to the original installation location).
• Key dates for their move
• For example, if they need the uninstall to occur by a specific date or if they have a range of dates they want us to work within, we will do our best to accommodate.
• Any details they may have about the new installation location.
• Our installation team will always complete a final compatibility check on site. However, we ask that our Members confirm the new space meets our installation requirements. This includes:
• Wall material (plaster, drywall, concrete, etc.) Stud type and stud spacing. The layout of the new space (ceiling height and surrounding area). Any other requirements? How to Package the Trainer Tonal can be packaged and handled similarly to large-screen TVs. The Tonal display should face up (flat on its back) during transport.

Once our Member purchases their relocation kit, we can begin the relocation process!

How to Package the Trainer

We will ask them to share with us the following:

What happens next:

Relocation Procedures

What does the price of the kit include?

What happens if a long-distance/local move relocation is no longer needed and the Member now needs a reinstallation only?

What happens if a relocation is canceled and the Member no longer needs the kit?

How far in advance should our Members notify us of their move?

Are wide mount adapters included in the relocation kits?

FAQs

How to Package the Trainer

Relocation

(Long distance move)

Relocation

Local Move

Relocation

In-home reinstall

Relocation

Same home-detach and reinstall)

Relocation

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What You've Learned Today

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Knowledge Check

$300, plus applicable taxes.

$500, plus applicable taxes.

Question 1 of 2

$400, plus applicable taxes.

The price for Relocation (In-home detach and reinstall) is:

Question 1 of 2

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Correct!

Wrong

$300, plus applicable taxes.

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Maybe!

No!

Question 2 of 2

Yes!

Are wide-mount adapters included in the relocation kits?

Question 2 of 2

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Correct!

Wrong

All kits contain the required hardware for relocations but do not include the wide-mount adapter bars. Members can add the wide mount to their purchase for $50.

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Thanks

We have different relocation kits available for Members to purchase based on the type of move they are making. The price for each kit includes the required hardware, shipping for the kit, and reinstallation costs. It does not include any applicable tax. The tax is calculated separately at the time of checkout.

When this happens, we need to confirm whether the relocation kit has shipped. Based on the scenario, complete the relevant steps: * If the kit has been shipped, we need to escalate the case to the TO team for an order adjustment of the price difference and ensure the uninstallation job is canceled. * If the kit has not been shipped, we need to cancel the first kit ASAP and have the Member place a new order for the reinstallation only.

In this situation, we can thank the Member for letting us know and advise them that we will process a cancellation/refund. They do not need to return the relocation kit. However, we recommend that they keep the materials for future use or recycling appropriately.

Shipments take up to seven (7) business days to process and ship. We recommend that Members purchase the relocation kit and notify us of the move at least three (3) weeks in advance. *If you live in or are moving to Hawaii or Alaska, the timeline may be longer, so please order your kit further in advance!

All kits contain the required hardware for relocations but do not include the wide-mount adapter bars. Members can add the wide mount to their purchase for $50.