Support & Escalation Map

20/20 / ProKitchen Design Help

Catalog questions, specification errors, modification feasibility, quoting assistance, and design file review.

Contact: Gillian Patriquin, Dealer Success & 2020 Specialist
Email: gillian@pinnaclesales.biz
Phone: (720) 862-8068
Response time: Same business day

Pronorm — All Support

For all Pronorm design, ordering, and service inquiries, visit PronormUSA.com.

Order Status & Tracking (WW Wood)

Check production status, estimated ship dates, and delivery tracking for Shiloh, Eclipse, Aspect, and Nevara orders. All brands ship on the same ~6 week lead time.

First: Check the WW Wood online portal or your delivery acknowledgment
Email: customer.service@wwinc.com with your order number for a delivery ETA
Escalation: Contact Pinnacle Sales if unresolved within 24 hours

Order Changes & Modifications

You have 1 business day after receiving an order acknowledgment to review and flag corrections. Mark changes directly on the acknowledgment and resend to orders@wwinc.com. Always confirm you receive a revised acknowledgment before considering the order final.

Acknowledgment corrections: orders@wwinc.com
Also notify: Your Pinnacle Sales rep (we can help expedite)
Note: Changes after the 1-day review window may incur charges or reset lead time

Damage Claims (Shiloh / Eclipse / Aspect)

Shipping damage, manufacturing defects, or missing items. Must be reported within 5 business days of delivery with photos. Complete the brand-specific warranty form and submit with your claim.

First contact: WW Wood Customer Service — 573-624-7090
What to provide: Completed warranty form, order number, photos of damage, description of issue
Escalation: Contact Pinnacle Sales if claim is denied or delayed beyond 5 business days

Warranty Claims (Post-Installation)

Finish issues, hardware failures, or structural defects discovered after installation. Shiloh and Eclipse carry a 10-year warranty. Aspect carries a 5-year warranty.

Step 1: Fill out the brand-specific warranty claim form
Step 2: Submit to WW Wood Customer Service — 573-624-7090
What to include: Completed warranty form, original order number, install date, and detailed photos
Escalation: Your Pinnacle Sales territory rep (see team table below)

Rush Parts & Replacement Pieces

Urgent replacement doors, drawer fronts, panels, or hardware needed to complete an installation.

First contact: WW Wood Customer Service — 573-624-7090 (request "rush" priority)
Simultaneously contact: Your Pinnacle Sales rep — we advocate directly with the factory to expedite
Typical rush timeline: 2-3 weeks depending on complexity

Expedited Full Orders

Builder deadlines, client emergencies, or time-sensitive projects requiring faster-than-standard production.

Contact: Your Pinnacle Sales territory rep first (see team table below)
Note: We coordinate directly with WW Wood production scheduling. Not all orders can be expedited, but we'll always push.

Product Training & Showroom Visits

Schedule in-person or virtual training sessions for your sales team. Topics include product knowledge, competitive positioning, and design software.

Contact: Your Pinnacle Sales territory rep
Email: marketing@pinnaclesales.biz
Lead time: 1-2 weeks to schedule

Marketing Support

Brand assets, social media content, and showroom signage.

Contact: marketing@pinnaclesales.biz