USER GUIDE

SINCE 1932, we’ve been the leader of the appliance service industry for parts, distribution and innovative solutions. Our promise — to continue the tradition.

USER GUIDE ACCOUNT PASSWORD NEW USERS ORDERS CART MANAGER ETAs

CONTENT

Introduction and Reference Diagram: Frequently Asked Questions:

How do I login and set up my account? How do I get my User ID and Password? How do I change my password? How do I add new users to myMarcone? How do I set my preferences for receiving invoices, How do I search for a part? How do I find a picture of a part? How do I see if other warehouses have the part I need? How do I drop-ship a part to my customer? How do I print or view a copy of an invoice? How do I track the shipping status of an order? How do I look up ETAs on back ordered parts? How do I cancel back ordered parts? How do I view my account balance? How do I pay my bill online? How do I use my Cart Manager? How do I get a Return Authorization Number on the web? How do I check the status of my warranty claim online? How can I contact someone for technical support?

Troubleshooting Guide:

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I get an Invalid Username or Password error message. 12 I click Go and all it does is clear out my information. 12 I forgot my password. 12 I used the Forgot Password form and it said No Contact Info. 12 It says No model found containing xx. Please try again. 13 The first time I use Pictures and Images, I get a red X. 13 I downloaded Java, but still get the same red X. 13 What if I never get the pop-up box? 14 I’ve used Pictures and Images, and get a red X. 14 When I find my model # and click Go, I get a gray screen. 15

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USING MYMARCONE

Using myMarcone is a great way to save time and stay connected to your Marcone account. You can do everything from researching parts and placing orders to managing back orders and drop-shipping directly to your customers. Please use this guide to explore all the features of myMarcone. Use the diagram below as a reference as we discuss the many options available on the myMarcone web site. For example, A refers to the MyUsers link. You will also see shots of other myMarcone screens in this guide so you know what to expect when you log on. If you have any questions or comments while using your myMarcone account, please contact us at 800.482.6022 and ask for Member Services, or email us at [email protected].

K A B C D E F G H I J

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L

M

FREQUENTLY ASKED QUESTIONS

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How do I login and set up my account? Go to www.marcone.com and login with your username and password in the box on the right side of the screen. If you already have a Marcone account number and you do not have myMarcone access set up yet, click the Create Account link under the myMarcone drop down menu located on along the top of the website. Fill in all the information and click Sign Up Now. An email will automatically be sent to Member Services to set up your account. You will receive an email shortly thereafter containing your username and password for myMarcone. If you have any questions, contact Member Services at 800.482.6022, option 2. If you don’t have a Marcone account number, click the link above that says Apply for your Marcone account now!

How do I change my password? Click on MyUsers (A) and click Edit. Check the box that says Change Password and enter your new password (must be a minimum of 7 characters) and click Save. It is very important that you have a valid email address in this section of myMarcone because that is the email address we will send your password to if you ever use the Forget Password link on the login page.

How do I add additional users to myMarcone? Click on MyUsers (A) and click Create New User in the top left. From here, you can create a new user and configure their access to what they can and cannot do on myMarcone. First, you will create a profile for each new user, then you can click Edit Access to set restrictions on using certain parts of the myMarcone website such as viewing the account status or placing orders. NOTE: When creating a new user, you MUST click on access and place a check mark on Log On along with any other options you want your user to have.

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How do I set my preferences for receiving invoices, statements and instant notifications? From the home page, click the E-Checkbooks (I) link and select the Setup tab. From here you can select which services you want and whether you would like to receive your notifications by fax or email. By selecting to have your monthly statements emailed to you, you will be helping the environment by no longer receiving paper copies each month. You can also select the Invoices tab to view any open (unpaid/partially paid) invoices. Please be advised that you many only choose one method of receiving your statements, email OR fax.

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How do I search for and order a part? If you know the part number or description, you can enter it in the Part Lookup Box (K) on the upper right of the homepage. If multiple results appear, simply click on our manufacturer’s make code link located to the left of the part number/description. You will see the availability of that part at each of our warehouses on the right side of your screen. By selecting Add to Cart, the website will add the item to your shopping cart from your default warehouse (myWarehouse). To source the part from a different warehouse other than your default warehouse, simply click on the name of that warehouse and continue with your order. Once all items have been added to your shopping cart(s), you can click on the next button to proceed to the order process.

If you already know your part number, you may enter it from the home page using the eOrder Center (M). Items added to your shopping cart will ship from your default warehouse.

How do I find an exploded view (illustrated parts lookup) of the model number I’m researching? If you want to look up pictures by either part or model number of the appliance, click on Pictures and Images (H). If you can’t find your model number, try searching with less characters to allow the website to provide you with more results. NOTE: To search for outdoor grill parts, click the Music City Metals link - you can search by model number or part description.

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How do I drop-ship a part to my customer? On the Order Information screen, you are asked where you want the part shipped. Unless changed, this will default to your regular shipping address. You do have the option to ship to a new address. To drop-ship the part to your customer, click New Address and enter the name and shipping address of your customer. NOTE: The packing slip contained with the package will not contain pricing as long as the address being shipped to is not listed as one of your default shipping locations.

How do I print or view a copy of an invoice? Click on the eCheckBook (I) link on the left hand side of the homepage. From the invoices tab you can search for any open or partially open invoices by using multiple criteria. You can also find past invoice from the home page by searching by order, invoice, PO, part or NARDA number in the Order Lookup (L).

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How do I track the shipping status of an order? Enter the invoice number or order number in the Order Lookup (L) box to pull up the invoice. Under the Shipping section, you can click on the tracking number to access the shipper’s website and get information about your package. NOTE: If you want to receive this information regularly, sign up for Instant Shipping Notifications inside eCheckBook.

How do I look up ETAs on back ordered parts? From the home page click on My Back Orders (D) You can find the back order you are looking for by locating it in the list shown, or use the drop down arrow at the top of the page to search by date, order number, make, part number and more. To help you locate the part in question, you can sort the list by any one of the column headings by clicking on it. The ETA for the back order will be listed under the ETA column.

How do I cancel back ordered parts? To cancel the back order on a particular part, simply click the Cancel button on the right side of the page.

How do I view my monthly account activity? On the home page under Account Status (N) choose the month you wish to view and click Go. You will see all debit and credit activity on your account in that month. At the top right of the page you will see the total for all open invoices.

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How do I pay my bill online? Click the Payment Express (G) link to view all open invoices and unapplied credits. To pay an invoice, locate it in the list and check the box next to it, then click next. You can pay as many invoices at a time as you wish (credit card only). You can also pay all open invoices by clicking Pay All in the upper right hand corner. Please be advised that once you use a credit card to pay a bill, you will need to click Search and choose the credit card you want to use when paying invoices. If you enter your credit card informaton from a previously used card, you will receive a duplication error.

How do I use my Cart Manager? The Cart Manager (C) allows you to find and open shopping carts, delete them or combine them. From this screen you open an existing cart to place an order or add parts to it. You can delete carts two ways: you can either select the carts you want to remove by checking the boxes in the right hand column, then click Delete, or you can simply click Delete Empty Cart(s) to remove all the empty carts from your list. You can also combine the contents of two or more carts by checking the boxes for the carts you want to merge then click Combine Carts.

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How do I get a Return Authorization Number on the web? From the home page, click Return Express (F) on the left side of the screen and enter the part number of the item you wish to return. Then, select the invoice that the part was ordered on and click submit. You will be given a REA number that must be on the outside of the carton when you return it in order to receive credit.

How do I check the status of my warranty claim online? Click Warranty Express (E) from the home page and enter the NARDA number for the claim you want to check. This will bring up the invoice from the original order showing whether or not the warranty part has been credited. If you have to look up the information needed to complete your NARDA, you can enter the part number to bring up all open invoices with that part.

How do I contact someone for technical support? When you click the Need Help? (E) link from any page on myMarcone, you will see the following information: Call us at 1-800-482-6022, and select from one of the following options: Parts Inquiry: Option 1 Member Services (myMarcone, MSA, Marcone World): Option 2 Accounts Receivable: Option 6 For Customer Service, call: 1-800-343-3499 For Warranty, call: 1-888-254-2761

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TROUBLESHOOTING MYMARCONE I get an Invalid Username or Password error message. Be sure that your caps lock is off. Our passwords are case sensitive, so if your password is all lowercase, you must put it in that way and vice versa.

I click Go and all it does is clear out my information and stays on the login page. This error can be due to a combination of things. First, your computer asked you when logging in whether or not to trust this site and allow it to create a cookie on your computer. If you click No, myMarcone will not allow access. To fix this, you can try deleting your cookies, rebooting and then logging in again. If the problem persists, check your security settings and make sure they are set no higher than medium. For Internet Explorer users, you can check your internet security settings by going to the Tools menu and clicking on Internet Options. Go to the Privacy tab to adjust your settings.

I forgot my password. Use the Forgot Password link on the login page. Enter your account number and click Go. Our system will email your password to the email address we have on file.

I used the Forgot Password and it said No Contact Information Found. If you get this message, we do not have a valid email address on file for your account. In this instance, you will have to contact Member Services at 1-800-482-6022 so we can update your account. Please have a valid email address readily available. All passwords must be sent via email to each customer for security purposes. This error may also occur if you have not been granted access to myMarcone.

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TROUBLESHOOTING PICTURES & IMAGES It says “No model found containing XX. Please try another search.” First verify that you have the correct model number. If you do, try the search again. Please note that you can search using a partial model number which will produce a list of results for you to choose from. If you get the same message, it is possible that we do not have that particular model in our system even though we may carry parts for that model. We take pride in having the most extensive database in the industry, however there are over one million different makes and models and we cannot possibly have pictures and images for them all. Please feel free to contact our parts department for specific questions concerning models not found at 1-800482-6022, option 1.

This is the first time I have used Pictures and Images, and when it goes to pull up the image after I have found my model, I get a red X in the left hand corner. This means your computer is not equipped with the software needed to view the image. Pictures and Images use Java Script to display; you must have this software in order to view pictures on our website. You can download a free version at www.java.com. Be sure to use the Manual Download. Click Save and select where you want to save it.

I downloaded Java, but still get the same red X. Java uses a piggy back program called Daeja Viewer. When the website goes to the next page after the model search page, you should get a pop-up box that looks like the one below. You have to click yes or always to proceed. If you clicked no, you must delete your cookies, reboot and try it again. If you try it again and don’t get the pop-up box, you can go to the help link on www.java.com or contact your computer dealer to rectify the problem.

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What if I never got the pop up box? If you have a pop-up blocker or a spam blocker on your computer, it may prevent this window from coming up. You can try turning off your pop-up blocker or adjust your security settings to no higher than medium, (see page 13). You have to get this window and click yes or always to view pictures and images. If your settings are no higher than medium, then try turning it all the way down to accept all cookies and try again. If the problem persists, you must contact your computer dealer to rectify the problem.

I’ve used Pictures and Images before, but now I get a red X instead of the image. Typically, this problem occurs if you have recently downloaded anything new to your computer or removed any old programs, particularly a pop-up blocker or Java Script. If you have done either, this may prevent you from getting the Daeja Viewer security window; follow the procedure in the previous question. If you have not downloaded or deleted anything on your computer recently, delete your cookies and check your security settings to make sure that they are set to no higher than medium. Make sure you have the most recent Java Script downloaded. If not, go to www.java.com to download the latest version. If the problem persists, you must contact your computer dealer to rectify the problem.

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When I find my model # and click Go, it gives me a gray screen. We have recently installed an update on our pictures and images page that is only compatible if you are running the latest version of Java. To download the latest version, visit www.java.com. If the problem persists, you may have to manually clear out your Java cache. To do this, you must first determine whether or not you have the Microsoft version of Java or the Sun version. Once verified, use the following instructions: If you are using the Microsoft JVM: 1. From within Internet Explorer, select the Tools menu and then Internet Options. Find the General tab and click on Delete Files. 2. From within Windows Explorer, navigate to the c:\windows\java\classes folder and delete all of the contents. 3. From within Windows Explorer, navigate to the c:\windows\java folder and delete the ViewONE folder. If you are using the Sun JVM: 1. From the Control Panel menu, select the Java Plug-Ins option, click on the Cache tab and then the Clear button. 2. From within Windows Explorer, navigate to the c:\program files\java\c\classes folder and delete all of the contents. 3. From within Windows Explorer, navigate to the c:\documents and settings\ and delete the ViewONE folder. If the problem persists, you must contact your computer dealer or a computer technician to rectify the problem.

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Marcone Supply One City Place Dr., Ste 400 St. Louis, MO 63141 www.marcone.com 800.482.6022 [email protected] facebook.com/marconesupply @marconesupply

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