Q:  New watches come with a manufacturer warranty, so would this be for older watches?  Or does this offer something more than a warranty would cover?
A:  The Care Plan covers scratches, dents, movement, etc..  Also, each customer gets a free strap/bracelet replacement for any brand of watch per each year for the term of their plan.  Therefore, if they had a five-year plan, the customer would be able to receive five new bands/straps (regardless of the band or strap).

Q:  Can we decide to give away the Care Plan at point of sale?  Do we simply change price to zero?
A:  Yes.  You control the price of the Care Plan.  You can give it away or change the price.  The cost to you for the plan remains the same.

Q:  How much of the regular retail repair pricing are we reimbursed?
A:  There is a schedule of reimbursements that you will be sent.

Q:  If they customer doesn’t have an email or refuses to give it, can we use a store email?
A:  There has to be an email on the customer record.

Q:  If we normally just print the receipt, will the Care Plan document print immediately after the receipt or do we need to go back in to print the Care Plan separately?
A:  If the option to print directly is selected for receipts, when you print a window will pop open for each agreement that has been sold. You can decide to print the agreements or close the window(s).

Q:  Is it possible to incorporate custom work into the care program?
A:  There is currently no way to do that in The Edge.

Q:  Can you sell the plan after the sale?  For example, when customer is picking up an item?
A:  For layaway, special orders and memo outs, the Care Plan is sold at pickup.

Q:  How are costs to repair/replace paid?  By whom?
A:  If the store is repairing the item, Montage will reimburse the store based on the schedule of repair reimbursements. If you are using a Montage repair depot, montage pays the repair depot.

Q:  Does the receipt show how much the customer saves on each repair?
A:  Currently it does not.  This is a planned enhancement. (However, Montage can provide sample marketing materials to illustrate proposed savings.)

Q:  What is covered?
A:  Please see the Montage document MJC-Program Overview.

Q:  Does the watch portion cover Rolex overhauls?
A:  Yes.

Q:  Is there any requirement for customers come in for inspection on a regular basis?
A:  Montage does not require regular inspections.

Q:  Can the plan be offered on a layaway?
A:  Yes, when the item is picked up.

Q:  How often does Montage reimburse the retailer?
A:  Depends on the situation; it is usually within 30 days.

Q:  Would it cover ring sizing up at purchase?
A:  It does not cover the initial sizing.  It will cover one sizing any time after that.

Q:  Do we get reimbursed the retail amount for the repair? 
A:  There is a schedule of reimbursements that you will be sent.

Q:  If an item is returned later, is there a refund for the program?
A:  Care plans are fully refundable in The Edge within the first 30 days. After 30 days, the item can be refunded from The Edge, but the customer must call Montage for a pro-rated refund of the Care Plan.

Q:  How are the jewelers certified to sell Care Plans?
A:  Jewelers do not need to be certified in order to sell the plans. Montage only requires each jeweler to sign our retailer agreement to sell Care Plans on our behalf.

Q:  Is there an incentive to offer employees for selling this program?  
A:  You can offer a percentage of the Care Plan as commission or a flat rate for commission for each Care Plan sold.

Q:  Are the plans and pricing on Montage site.   Is there also information on what is covered?  
A:    Montage will provide separate plan pricing and coverage overviews.

Q:  What are the options if we do not use in house jeweler; where would repair go?
A:  Montage will supply a list of approve repair depots.

Q:  Does the Care Plan agreement need to be printed on plain paper or The Edge receipt?
A:  Plain paper.  When printing from the agreement screen, it will ask you what printer to print to.

Q:  Is there coverage for diamond replacement? Lost items? Stolen?
A:  The Care Plan will cover replacement or reimbursement for a lost stone due to accidental damage or a manufacturer defect.  The Care Plan will not replace or reimburse for lost or stolen merchandise.  

Q:  How will QuickBooks integration work with this with the funds that come in to pay for warranty repairs?
A:  There is a new option in the QuickBooks setup that will let you point it to the correct QuickBooks account.

Q:  Can Care Plans be added after the purchase?
A:  You would need to refund and resell the item in The Edge.

Q:  Can a store sign up to sell the program but not do the repairs?
A:  Yes.  Repairs would be sent to a Montage approved repair depot.

Q:  Do the customers get automatic emails to remind them to bring in to have their pieces checked?
A:  Montage does not require scheduled inspections.  However, Montage can supply this feature if we have collected the appropriated information and permission. 

Q:  Does it cover watch crystal replacement?
A:  Yes

Q:  What would be a few common examples of stuff that would not be covered for jewelry?
A:   Lost, stolen, theft, fire, or intended damage.

Q:  How will we invoice Montage for Care plan covered repairs?
A:  All repairs need to be reported through the Montage website before the repair is processed. Montage will reimburse each retailer back based on our repair agreement schedule.

Q:  Is payment for repairs paid to the store or the vendor that did the repair?
A:  If the store has a shop, the store is reimbursed.  If the store is using an approved repair depot, the repair depot is paid.

Q:  The state of Texas (and most states) has requirements about selling insurance.  How does Montage deal with that?
A:  This is not insurance.  It is truly a service plan and Montage and its underwriter assumes all the risk and compliance of the plans offered and sold.

Q:  If the ring was accidentally stepped on and squished, most diamonds fell out, would replacement of ring and resetting stones be covered?
A:  Yes.

Q:  How long do repairs take at the depot?
A:  There are many factors that will determine the length of time. Within 30 days in most cases.

Q:  Is there a maximum of number of claims that can be replaced in a year?
A:  No.

Q:  I assume there is NO outside cost from The EDGE or Montage to get started with the program up. Correct?   We simply pay Montage their share of each plan sold (or given away).
A:  Correct!  There are no costs to sign up or offer the Care Plans.  You only pay Montage for the plans you use.

Q:  Can we sell the Care Plan on previously purchased merchandise?
A:  No. You would need to refund and resell the item in The Edge.

Q:  If I don't repair the item in house, can I send it to my local jeweler?
A:  They would need to be an approved Montage repair center.

Q:  Can a customer extend a warranty when it runs out?
A:  No.

Q:  Is the watch strap/bracelet per year included even with Rolex?
A:  Yes.

Q:  Are there any plans available for items that were not purchased in our store?
A:  Not through The Edge.

Q:  What is the cost of the lifetime warranty on jewelry?
A:  It depends on the item being sold.  Montage can supply this information.

Q:  How long has Montage been in business?
A:  40 years.

Q:  Is this program available to Canadian jewelers?
A:  Not currently.

Q:  Does this typically replace a jewelers' basic warranty?
A:  It does not.  However, it goes above and beyond the basic warranty.

Q:  What if the customer buys an item November 1 and gives it at Christmas, but then their wife returns it.
A:  They would need to call Montage for a prorated refund after 30 days.

Q:  Is there a brochure that shows things covered for watches and jewelry that would be simple enough to show a customer?
A:  Yes. Montage will supply this.

Q:  If we want to proceed, what is our next step?
A:  Contact Andre at Montage Email: andre.kwasnik@montagefs.com

Q:  What if they decide to add the plan a few days later?
A:  You would refund the sale in The Edge and resell it.

Q:  How does a jeweler get certified to perform Care Plan work?
A:  No certification is required to perform Care Plan repairs. You will need to fill out the Jeweler Self Service Addendum.

Q:  Do you have a service center near Seattle?
A:  Not currently.

Q:  Can you replace name brand watch bands?
A:  Yes.

Q:  Can you delay the start date of the plan on gifts?
A:  No. Plans start at time of sale.

Q:  Do you offer rush job and is there an additional cost?
A:  Rush jobs are available. There is no additional cost.

Q:  In the case of a lost major diamond do to accidental damage, are you replacing the diamond or reimbursing?
A:  It can be either.  It is based on the customers’ requirements.

Q:  Could you return an item and resale with Montage after Christmas?
A:  Yes.

Q:  Is shipping covered both ways to the repair center?
A:  Yes.