I'd like to welcome everyone to the new MyCharlatte.com customer service website. In many ways, this site is still in it's infancy, but we hope to make it into a valuable tool for our customers very soon.
To start off, let me assure you that this site is in no way a substitute for our existing customer service. You'll still be able to call Debbie and Levi for your parts orders or Martin for your service concerns. We believe that having real live people available is always the best service one can have. This site is simply an additional tool to help improve our existing customer service experience.
So, let me just quickly explain the features of this site and how you can get started in using it.
First, obviously we now have online parts ordering available. After you login, you can browse or search through 300 of our most common parts. This is in no way a complete listing of our parts available, but this is where we're starting. We plan on increasing this parts listing over time to provide even more options. For now, we think you'll find that these parts are the ones you probably use the most anyway.
Our parts ordering can handle payments of either credit card or purchase orders. You'll have the option to choose your method of payment during the ordering process. Currently, we don't have the option for adding freight costs to the order when ordering via credit card, so you'll need to have a UPS or FedEx account number if you want that transaction handled completly online. Otherwise, we'll contact you with a freight cost later and have a second transaction to cover freight. If ordering via a PO number, that's added at a later time anyway, so that's no issue.
Secondly, you'll find under your account (located at the top of the page) that you'll have any relevant manuals and service bulletins for your equipment available in Adobe Acrobat PDF format. Not all the manuals or bulletins are available right now, but I'm working to make those PDF accessible as quickly as I can.
Finally, you'll find that there is a services blog for additional customer service information. Martin will be using this blog to keep everyone up to date on developments such as service bulletins and retrofits. I'll also be using this blog to inform you of manual updates.
If you'd like to get started on using this service, then please contact us at the site contact form found under the Contact Us page. Or give us a call and ask to talk to Debbie Wyrick, Levi Grimes or Adam Honaker, and we'll be happy to get you started.