Encompass Response to Coronavirus

Updated April 21, 2020

Message from Encompass President & CEO Robert Coolidge

Encompass has been closely monitoring the global impact of the coronavirus (COVID-19) pandemic since it first originated in China. Our heartfelt condolences are with all those who have been sickened and died from this terrible illness. Please click here for a helpful pamphlet on Preventing the Spread of Respiratory Diseases from the Center for Disease Control and Prevention.

Internal Response

Although all Encompass facilities are operating regular schedules, we have taken several precautions for the health and well-being of both our associates and business partners. We are following all government guidance and mandates to help contain the pandemic. Some measures we have taken include:

  • Office staff are telecommuting until further notice. Encompass is equipped with cloud-based systems, ensuring continuous communications both internally and with our customers. 
  • Essential on-site staff are required to wear masks and gloves and are also being provided antiseptic wipes and hand sanitizer at work stations and common areas. More importantly, they are mandated to frequently wash hands.
  • Staff travel is restricted.

Parts Supply Continuity

Due to the expected closings of factories during the January Chinese New Year, our Purchasing team had procured safety stock for the select brands for which we source directly overseas. At this time, highest demand parts remain in stock across multiple product verticals, including Home Appliance and Consumer Electronics. However, the team is in daily contact with manufacturers to identify any supply disruptions so we can then communicate with our customers.

Encompass has no immediate plans to close facilities and will continue to follow standard preventative guidelines to address the current situation.

Counter Sales Reopened

With additional safety measures in place, counter sales/order pickup has resumed at all locations. The counters at our Atlanta, Fort Lauderdale and Las Vegas distribution centers will be open Monday-Friday, 8:30am-4pm. To limit contact, we request that customers first place orders on prior to coming to the facility, if possible.

Help for Customers

Encompass is here for you! If we can be of any assistance, please let us know:  Have you taken advantage of the Coronavirus Aid, Relief, and Economic Security Act (CARES)?  CARES enables small businesses and contract workers to obtain a variety of loans to maintain operations and prevent layoffs during this unprecedented crisis. Tax advantages are also available.

We appreciate your patience and understanding during this difficult time. Encompass will continue to update this company response statement as conditions warrant to keep you informed.

Robert Coolidge
President & CEO



Sales Tax Certificate Deadline Extended



To comply with individual state sales tax regulations, Encompass must collect sales tax certificates for each state in which your business is exempt and to which you have part orders shipped. The deadline to submit your current certificate to Encompass has been extended to
Feb. 28, 2020.  After this date, Encompass must start assessing sales tax on orders placed with us until we receive and verify your certificate.

Additionally, Encompass is unable to refund any sales tax charged during the period between Feb. 28, 2020, and receipt and verification of your sales certificate. To recoup sales tax paid, your business will instead need to claim it on your corporate tax return. As such, the easiest way to avoid this hassle is to immediately email your sales tax certificate(s) to:
If you have any questions, please contact Anita Nash, Encompass Accounts Receivable Manager: 678.405.5380, ext. 1563 or


New Year, New Functionality and Convenience

Encompass Simplifies Parts for Customers with More Data, New Payment Options, Helpful Tools

Parts Ledger

Parts Ledger

Encompass is kicking off 2020 by empowering business customers with the data they need to further simplify repair parts management! We are committed to continually introducing new tools and resources to help minimize the hassles of dealing with parts.

Everything You Want to Know About Parts & Your Encompass Account

Knowledge is power, so we’re stepping up our data game to provide even more account details than ever before. Just about anything you want to know about parts you’ve purchased from Encompass can be found in the My Account section of

Beyond lists of orders and invoices, you can quickly view and download several other reports that can assist you with tracking and reconciling key business financials. Reports detailing pending parts and core returns from any manufacturer are available, as well as warranty credits due over the past 60 days. For your convenience, a link to the the parts ledger is included on the parts detail pages in addition to being accessible in the My Account section.

                  LG Product Exploded View

Additionally, to help you better plan your on-hand parts inventory, we offer a report titled Stock Recommendations, which lists your most frequently purchased parts within the past month.

All of this data and more can be found under the heading Downloadable Reports.

Additional Convenient Tools

  • Online Payments – You spoke, and we listened: terms customers now have the option to conveniently pay their invoices online by credit card.
  • LG Product Exploded Views – To help identify parts associated with LG products, we’ve added 4,000 new schematics. Links to parts are listed with the exploded views for easy ordering. We’ve also got schematics for other top brands, including Samsung and Whirlpool.

       EZ Stock Inventory                   Snapshot

  • Batch Order Entry – Need to order numerous parts at once? Just use our simple Batch Order Entry feature to enter up to 100 different parts. The tool enables you to specify quantity if you want to order more than one of any part.
  • EZ StockTM App – We are still fine tuning our new “truck stock” app that will help you track and manage parts inventory within your service vehicles. This feature rich tool is expected to be available within the next few weeks once we ensure it’s working as expected.
  • Coupa Procurement System Encompass parts are now accessible via Coupa, a popular purchasing platform used by numerous companies for one-stop procurement of multiple goods and services.

The year has only just begun, so please stay tuned for many more enhancements coming to support our valued customers!

Avoiding Kitchen Fails During Holidays

We’ve all been had our share of kitchen fails during the worst times possible — when there’s a house full of people starved for that big holiday meal. While it may be harder to recover from a pack of dogs running off with your turkey (thanks Christmas Story), there are many steps you can take to reduce the chances of having to whip up a meal with ingredients from the closest convenience store. Here are a few:

Clean Oven Well in Advance of Holiday Cooking

If you’re one of the many people who hate even the thought of cleaning an oven and mostly only do it when moving, don’t start now! Malfunctions are likely to happen if an oven’s self-cleaning mode hasn’t been regularly activated.

A major cleaning should be done at least a couple of months before the holidays whether you’re using the self-cleaning function or regular spray cleaner. Cleaners can leave harsh residues that can take some time to dissipate.

For an easy, quick cleaning if time has run out, you could opt to just scrape off build up and then wipe down the racks and sides with a wet cloth. To help keep oven cleaning more manageable in the future, consider using heat resistant oven mats. They sit on the floor of the oven to catch food particles and can be cleaned or replaced as needed.

Dishwashers Need Love Too

Unless you want to spend hours washing dishes by hand, your dishwasher is going to be a life saver so show it some love (and minimize problems):

  1. Follow Detergent Directions – Overfilling the detergent dispenser doesn’t get dishes cleaner, and can damage the inner workings of the dishwasher.
  2. Discard Large Food Particles – Big chunks of food can clog jets, but…
  3. Don’t Clean Before Cleaning – Believe it or not, dishes don’t get “extra clean” when you scrub them to perfection before loading. Dishwasher detergent enzymes actually need a little (emphasis on “little”) residue to activate and work properly.
  4. Jump Start the Heat – Turn on hot water in the sink nearest the dishwasher to help get steaming water going when starting the cycle.

Get That Fridge Organized for Leftover Extravaganzas

Be sure to stock up on reusable plastic or glass (for the eco-conscious) containers ahead of time for inevitable leftovers. If you’re feeling generous and have a lot of food, use freezer bags to send leftovers home with guests.

For less hassle on the big day, clean out your refrigerator in the days before the big meal so it’s easier to store more. Just know that the more you have to store, the less air will flow through the fridge. Also, foods that could go in the freezer but you want ready access to should be placed in the rear of the fridge where the cold air duct is. Food that shouldn’t freeze can be stored closer to the door where air is warmer.

Ice, Ice Baby (couldn’t resist)

Ice is one of those things you’re always sending someone out to get more of. To keep the ice flowing and Uncle Roy happy, consider emptying out the ice compartment a few days ahead of your meal and refill with good, fresh ice. Ice that’s been stagnating in the freezer can easily pick up the taste of anything else stored there. Put the fresh ice into plastic bags to shield it from circulating air and store in the freezer.

Hopefully these tips will help, but when something does go wrong, try not to sweat it. A burnt turkey or shortage of ice cubes won’t ruin time you get to spend with family and friends!


Driving Efforts to Repair vs. Replace

To repair or replace is one of the greatest quandaries regularly affecting the reverse logistics industry. Consumers are inundated with various formulas and advice on whether to repair the refrigerator that’s not cooling or the dryer that’s not heating – or upgrade to the latest model.

When the economy is flourishing, consumers tend to lean toward replacement. Their existing model suddenly seems obsolete when a flashier version hits the market, especially if the current unit is not functioning properly.

The most common rule of thumb is to opt for repair if the cost is less than 50% of the new purchase price. Underwriters follow a similar rule when determining whether to replace or repair a product under warranty. However, while financial considerations are certainly high priority, some businesses and consumers also place value on eco-friendly solutions to minimize the harmful impact of e-waste.

SourceToday reports that more than 40 million tons of e-waste are annually generated worldwide. By the year 2050, global e-waste production could reach 120 million tons annually if current trends continue. According to The World Health Organization (WHO), e-waste emits numerous toxic materials such as lead, cadmium, chromium, brominated flame retardants and polychlorinated biphenyls (PCBs). Humans get exposure to these toxins by inhaling fumes, as well as from accumulation of chemicals in soil, water and food.

Right to Repair

The service repair industry is currently benefiting from “right to repair” efforts at both the state and federal levels. Groups pushing to maximize repair opportunities claim some manufacturers make it nearly impossible to fix their goods so they can sell new products instead.

Proposed legislation typically requires manufacturers to provide service manuals and diagnostic software, as well as make replacement parts available to increase repair capabilities for DIY consumers and professional service techs alike. New laws are intended to both prevent e-waste and increase competition among repair providers.

Industry Developments

To meet demand, the repair industry continues to improve with new technology and operational processes. Some repair depots have employed advanced test equipment that passively tests circuit boards to determine out-of-tolerance conditions. This enables more detailed troubleshooting and helps make repairs more viable since costly, often hard-to-find test fixtures aren’t needed.

With software enhancements delivering real-time tracking throughout the repair cycle, automated status updates can be provided to keep customers/end users informed – minimizing time-consuming calls and update requests.

Repair Challenges and Solutions

Repair providers are not without their own unique challenges. They are constantly under pressure to reduce turn times and increase yield within constraints of shipping time and expense. They often have to compete against depots offering cheap flat rate pricing regardless of labor and part costs.

Additionally, not all repairs are equal. While some only require fast, less expensive “fluff and buff” service, others are much more complex, requiring additional time, effort and pricey components.

To combat these common issues, many depots have found creative ways to keep costs down to enable more economical repairs. Using parts harvested from non-repairable products is one way to offset costs of high-dollar components like circuit boards. Repairing such boards is also critical to maintaining a strong parts supply chain to increase repairs.

To simplify shipping to depot facilities, service providers are often partnering with freight carriers to offer convenient product drop off and pick up locations. Continually reviewing and negotiating favorable freight rates is another important way to control costs and help make repairs more financially feasible.

Assessing Repair Partners

There are several key factors to consider when selecting a repair partner. First, prior to engagement, it’s critical to outline specific services required, performance expectations and business rules. One of the most important aspects of this process includes determining the economical price point for repair, plus product disposition options when the maximum is exceeded.

Establishing metrics for repair yield, cost, turnaround time, quality and other indicators are necessary to adequately evaluate performance. Depots should be able to document each step of the repair process for accountability and then deliver extensive reporting to gauge performance. By measuring all facets of the repair operation, depots should be striving to continually improve and meet or exceed service level expectations.

Position for Success

With both strong financial and environmental cases to be made for repair, momentum is growing on the side of repair providers. Those leveraging new technology, highly-efficient practices and strategic pricing will be best positioned to take advantage of right to repair laws and succeed against competitors.

Repair Business Management Course

Course Details

April 25, 2019, 8:00 am-4:30 pm
Fee, Lunch Included:
(By March 15, 2019)
$249.99 (After March 15, 2019)


NOTE: No shows and cancellations after April 20, 2019, will be charged the full cost of registration.

Running any type of service operation comes with many daily challenges. To help you effectively manage your business, Encompass has teamed with the pros from Fred’s Appliance Academy to lead this class. It will cover a number of topics to help keep your repair business running smoothly:

  • Charging for services
  • Marketing to the local service area
  • Recruiting and training new office and field tech staff
  • Part inventory management
  • Warranty billing workflows
  • Routing technicians
  • Managing customer communication

This will be an interactive course with brainstorming workflows and solutions to start making a difference for you and your customers in 2019 and beyond. Please click here for additional details provided by Fred’s.