Supporting Customers with Assembly Questions for 300487 Safe & Sound™ EasyReach Compact Crib

Key Safety Reminders for Agents to Communicate

When assisting customers, always emphasize the following safety points from the manufacturer’s instructions:

• The crib must be fully assembled and all hardware securely fastened before use.
• Only the mattress provided by the manufacturer should be used, and it must not be more than 3" thick.
• The drop gate must be in the upright and locked position when assembling the side panel to the gate panel.
• Customers should never use the crib if there are loose or missing fasteners, loose joints, broken parts, or torn mesh/fabric.

Critical Assembly Guidance: Do Not Fully Tighten Bolts Until the End

Many assembly issues can be resolved by confirming that the customer is following the “hand-tighten first, fully tighten last” directions.

What to tell the customer (talk track):

1. Start all bolts by hand only.
   • During initial assembly steps (e.g., attaching side panels and mattress support), bolts should be hand tightened so the frame has a little flexibility.
   • The instructions explicitly state:
     • “Bolts J should be hand tightened until assembly is complete. Do not fully tighten bolts until the final step.” (Step 3)
     • “Bolts N should be hand tightened until assembly is complete. Do not fully tighten bolts until the final step.” (Step 6)
2. Complete the full frame assembly before tightening.
   • Have the customer:
     • Attach both end panels and side panels.
     • Install the mattress support (platform) at the desired height.
     • Insert any additional bolts to fill open holes (Steps 6–9).
3. Tighten all bolts only at the end.
   • Once the crib is fully assembled and sitting upright on its wheels (Step 10), the customer should:
     • Go around the crib and tighten all bolts securely with the Allen key / screwdriver.
     • Confirm there is no wobbling and no visible gaps at joints.
4. If parts don’t line up before final tightening:
   • Ask the customer to:
     • Loosen the affected bolts slightly.
     • Realign the parts while bolts are still loose.
     • Once everything lines up and all bolts are started, then fully tighten in a gradual, even pattern around the crib.

Use the email template in the customer service folder to send the instructions to the customer (it has the instructions already attached):

Name of message template: Assembly Instructions 300487 EasyReach Crib

When to Escalate to the Quality Assurance Team

Agents should stop troubleshooting and refer to Quality when:

• The customer reports missing, damaged, or defective parts.
• Holes, brackets, or hardware do not line up even when bolts are left loose and parts are re‑positioned.
• The crib remains unstable, wobbly, or misaligned after following the “tighten at the end” guidance.
• The customer believes the crib may be unsafe in any way.

Escalation steps:

1. Collect the following information:
   • Customer name, organization, and contact details.
   • Crib model number (300487) and purchase information (order number, purchase date if available).
   • Photos of:
     • The assembled/partially assembled crib.
     • Close-ups of any misaligned or problematic areas.
     • Any damaged hardware or panels.
2. Create/Update the case per your internal process and document:
   • Summary of the customer’s issue.
   • Steps already attempted (including confirmation they left bolts loose until final assembly).
3. Route the case to the Quality Assurance team using the designated queue (e.g., “QUALITY – 300487 Crib Assembly”).

Assembly Instructions