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All DCNE branches remain operable at this time but are closed to the public with the exception of our Westbrook, ME store which is temporarily closed. The following is a comprehensive list of the policy changes we have made to our operations during the COVID-19 Pandemic in our effort to make customer interactions as safe as possible.
Circumstances are changing hourly, and we will continue to update this page as our policies adapt to this fluid situation. We appreciate your understanding during these trying times.
Returns (added 3/24/20 3:00pm) Out of an abundance of caution, our branches and drivers will not be accepting any returns for the time being. Please hold on to your returns for now and they will be processed at a later date when it is deemed safe for our associates to handle. Note: this applies to orders invoiced on or after 2/1/20. Orders invoiced prior to this date are not elligible for return per DCNE's published return policy.
Warranty (added 3/24/20 3:00pm) Until further notice, DCNE is waiving the requirement for failed parts to be returned to a branch. SCA forms should be emailed to email@example.com for processing or filed online (where applicable). Dealers must still hold on to failed parts for 30-days. Semi-Hermetic core compressors must still be returned to a branch. Please contact local branch to coordinate prior to returning.
Gas Cylinder Exchanges (added 3/24/20 3:00pm) DCNE is still accepting oxygen, nitrogen, and acetylene tank exchanges at this time. All tanks will be handled with caution and disenfected upon exchange.
COD Payments We are suspending the handling of cash and check payments at all of our locations for COD customers. COD customers are now required to pay by credit card ahead of time over the phone or online.
Open Account Payments At this time we are still accepting check payments for open accounts via mail. However, we encourage all accounts to start paying invoices online rather than mailing in physical checks. For the next 30 days we are offering a $25 visa gift card when you log into DCNE’s Payment Gateway and make at least one online payment*.
Reduced Hours Until further notice, DCNE’s Malden, Westwood MA and Cranston, RI branches will be closed on Saturdays for Parts/Supplies and Equipment sales.
Store Pickups (Updated 3/30/20) Please note that all DCNE Parts locations are closed to the public and are only accomodating curbside pickup, pickup in locker (where applicable) or delivery at this time. Store pickups must be called in ahead of time or placed online. This will allow our staff time to pre-pick and stage your order for pick up.
Pickup Lockers A NEW pickup locker system has been installed outside of the Malden parts store. Any Parts orders that can fit in the lockers will be kept there for pickup rather than entering the store. A code to open the locker will be emailed or texted to allow you or your driver to retrieve the items.
Curbside Pickup (Updated 3/30/20) Equipment orders or orders that cannot fit in a pickup locker must now be handled via curbside pickup. Simply call us when you arrive at a pickup location or just before arriving, and we will bring the order out to your vehicle. Please note that all Malden parts and equipment pickups have been consolidated to door D around the back of the building.
Proof Of Delivery Signature The process for a customer signature when picking up an order from one of DCNE’s locations has been temporarily modified to help mitigate direct contact during the transaction. Instead, DCNE will ask for the required information for verification purposes.
Delivery We encourage customers to leverage our delivery options whenever possible to reduce the need to travel to a physical location. We offer free next-day delivery on most of our orders placed online, as well as immediate same-day delivery services through our partnership with Part Runner.
E-Commerce – Please, we strongly urge you to utilize DCNE’s eCommerce platform for the following services to expedite transactions, deliveries and pickups.
• Daily ordering
• Utilization of same-day delivery (to avoid pickups altogether)
• Online Bill Payment
• Online credit card processing for cash customers
Training We are cancelling our in-person training classes and replacing them with live, remote webinars. These will be interactive and include Power Point and video presentations.
Off-Site Visitations Non-essential job-site visits have been suspended until further notice. This includes all sales related customer visits, engineer visits relating to design projects, job site visits for startup assistance or troubleshooting activities, training activities or any other form of interaction with people outside of our company.
If there is an absolute emergency, please contact our office to describe the nature of the issue and we will do our very best to assist you through off site communication methods such as Skype or similar telecommunication products. We will continue to update you as this matter evolves.
Inventory Our warehouses are well stocked, and we are in regular communication with our suppliers to make sure there is no disruptions in the channel. Currently the supply chain appears to be intact, but we realize this situation is evolving daily. Inventory positions on filters, air purifiers and other IAQ components have been significantly increased to support our customers.
Job Site Coordination Mayor Walsh recently shut down construction sites in Boston to increase social distancing. If you are involved in a project affected by this and have equipment on order, please reach out to us to make sure we can properly coordinate any factory direct shipments that were scheduled to take place.