Warranty Procedure Manual

MSIC 25605 S. Arizona Ave. Chandler, AZ 85248 Rev.Q1/2019

Warranty Procedure Manual

MSIC Customer Care Department

MSIC 25605 S. Arizona Ave. Chandler, AZ 85248

Rev.Q1/2019

We Are Here For You!

If you would like to discuss these instructions with our staff, please call. We are here to help. We can be reached Monday through Friday between 7 a.m. and 4:00 p.m. MST. Please remember that Arizona does not convert to Daylight Savings Time during the winter months. This means we match up to Pacific Standard Time (PDST) in the summer and Mountain Standard Time (MST) in the winter.

Important Phone Numbers:

North America

Dealer Support / Technical Service 1-800-223-4724 ext. 4 English

1-800-270-2686 French

Important Phone Number: OUTSIDE North America Phone - 1-480-895-0598

Approved E-mail addresses

English [email protected] French [email protected]

Note: Please do not give out our phone number to consumers. If you need our help with a consumer issue, please call us and we will be happy to assist you. Handling direct calls from end consumer’s tie up the phone lines that you use when you need parts, technical support, and information. We want to be available for you most of all!


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DEALER RESPONSIBILITY

RECEIPT OF SPA Review copies of packing slips for accuracy and completeness. Check spa and report any damage or shortages to the carrier and MAAX Spas immediately. Freight Damage should be noted on both copies of the Bill of Lading and submitted to our transportation department using our FREIGHT CLAIM INSTRUCTIONS (Example A) Note: Any damage(s) discovered after the trucker leaves is your responsibility.

SALE OF SPA

The customer was advised on the operation and the care of the spa (including water chemistry and winter requirements).

The customer was informed of the installation and safety guidelines (as printed in the owner’s manual). Special attention is to be paid to installation procedures so as not to void the warranty.

The customer was advised of the need to provide easy access to all sides of the spa in the event service is needed.

The customer is aware of any extra costs associated with spa removal due to custom installations (deck/gazebo, etc.) should the spa be required to be removed for any reason.

The customer was informed of their obligations and rights regarding the limited warranty (a copy of the warranty was provided to the customer).

The delivery team and the customer go over the Spa Installation & Orientation Checklist (Example Q) The customer was advised to employ a qualified electrician to complete the electrical hook up of the spa

equipment (as per local codes). The dealer and customer are to jointly complete the registration form. The dealer should return the completed registration form to MAAX Spas OR register the spa online. This will

enable us both to provide better service to our customer. Every spa sold must be registered to validate warranty status.

GENERAL We strongly recommend dealers ensure all sales staff and service staff understand the warranty and its coverage. High Risk or Difficult Installations A copy of the delivery check list item (Example Q) containing the consumer and dealer signature is mandatory for all high-risk installations Including but not limited to indoors, semi-indoors, in vaults, or partially submerged in decks or otherwise difficult for service to access. MAAX Spas assumes no liability for incorrect documents or drawing. If you are measuring for a custom installation, we recommend using the actual spa as your template.

war·ran·ty n. a written guarantee given to the purchaser of a new appliance, or other item by the manufacturer or dealer, usually specifying that the manufacturer will make any repairs or replace defective parts for a stated period.

de·fect n. a shortcoming, fault, or imperfection

The MAAX Spas warranty covers defects materials and workmanship for a specified amount of time. Damage caused by transportation, delivery, misuse, or acts of nature are not covered under the MAAX Spas

warranty.


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Common Terms TEAM PORTAL – This is our online interactive dealer and servicer site to file warranty claims, order replacement parts, find historical and current technical information and drawings. This is also where we announce promotions and post other current information. This site is updated daily and should be checked often for the latest information and announcements. R.M.A. – Return Material Authorization – This is the claim number needed to return items to MAAX Spas for credit. This includes parts and spas.

WA # – Warranty Authorization Number – This number from your claim will be included in your order, picking ticket and credit number.

PICKING TICKET - The paperwork that ships with your parts.

MAAXCARE FORM – This form shows your labor, instructions for return, and parts ordered or given credit for. This form can be found under the spa WA in the team portal.

FLG – FLAT RATE LABOR GUIDE – (Example E) Shows the approved labor amount for most warranty repairs.

If your repair is not listed and you believe it will take more than 1 hour call for pre-authorization. WARRANTY PROCEDURE MANUAL – This manual that outlines our warranty procedures and contains forms and information for submitting warranty claims.

Federal Express (Fed Ex) Return Shipping Label – (Example B) This is a prepaid return goods label to be used to return defective parts to MAAX Spas. This label is included with your e-mailed confirmation and can be reprinted using the REPRINT RMA SHIPPING LABEL at the bottom of the MAAXCARE Form

WEB ORDER – This is a part order you placed online using the Team Portal. PART BANK – Items you have in stock to do service. MAAX Spas offers generous discounts and on approved credit; delayed payment terms when purchasing one.


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General Guidelines

MAAX Spas will reimburse for parts and labor within the terms of the limited warranty that is supplied with each spa for its specific year and model. (See the actual spa warranty for detailed information) All order confirmations and picking tickets will have an order number in the top right hand corner. The first few characters of this order number provide a shortcut for determining the disposition of these parts. A “P or WEB” at the beginning of the order number signifies that it is a regular parts order for resale or stock. The following prefixes are warranty parts orders: CC, EL, MS, SW, VI, & LA. You will have access to the brands you sell / service. Warranty parts orders may or may not need to be returned. Please watch your MAAXCARE FORM confirmation or invoice (starts with RINV); if the confirmation or invoice shows a billable dollar amount the part charged will need to be returned. Your account will be charged under warranty terms until the required parts are returned, or 60 days has passed, and after 60 days it will become past due and could delay future orders from shipping. Returned parts that have been damaged by abuse, improper installation or insufficient packaging when returned to us will have their warranty claims denied. All electronic parts tested and found to be without defect will not be paid a labor reimbursement, and the part may be billed or returned to you. Warranty claims must be completed and all parts required for return must be submitted with corresponding claim paperwork within 60 days of service completion, or within 60 days of the date the claim was initiated with MAAX Spas whichever comes first. Any claims or parts that are returned after 60 days will receive no part or labor reimbursement.

All claims will be subject to a routine audit. Any claim that is not verified by the owner of the spa during the audit will be denied. International service companies should hold requested items for review by your Territory Sales Manager (TSM). Your international TSM will supply additional return information after reviewing your claims. Leaking pumps after the spa has been installed for over 6 months will not automatically be considered a warranty failure, we will require evidence covering the failure and installation if you wish to ask for special consideration on this type of failure. Zoom is perfect for cases like this. All claims with items authorized for return will receive specific instructions on how to return those items to us. If you return items that we do not request you may be billed for the return shipping and disposal fees. Federal Express Prepaid Freight Return Labels are RMA specific and will be sent by email with your warranty confirmation and can be re-printed at your location by clicking the REPRINT RMA SHIPPING LABEL button at the bottom of the MAAXCARE form if a part is required to be returned to us. This is the only form that MAAX Spas Industries Inc will accept for warranty or part returns. Please keep a copy of your MAAXCARE FORM and return tracking numbers for your reference. You may need to show verification that an item was returned if it is not received by MAAX Spas Industries Corp (MSIC)


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For dealers using a third-party servicer It is MAAX policy that dealers are required to service the spas they sell. If a dealer decides to employ an independent company for service, the dealer remains responsible for ensuring all spas sold are serviced. In certain circumstances, we will work directly with an independent service company, but MAAX is only responsible to pay the established labor rate. Dealers will be responsible to the 3rd party service company for all charges disallowed by MAAX. Payments or credits can only be issued to the dealers’ accounts not directly to the subcontracted third party.

Spa Registration – The spa must be registered to validate warranty status. This can be done by

filling out the registration card and mailing it back to us. The consumer going to our public website and filling out the registration form. The service center going to the public website and filing out the registration form. The dealer registering from the team portal.

Technical Training – Factory Technical Training Classes are offered each year at in Chandler AZ. These classes fill up quickly so if you are interested in attending the next class you can get an early notification by sending us an e-mail to [email protected] with your account # and the names of the technicians you would like to send. Parts Bank - We offer generous discounts in addition to our promotions to help you stock the items you need to complete service the first time you visit a jobsite. When filing, a warranty claim we expect the service to have identified the problem and made the repair before filing a claim for warranty parts or labor.

Our parts bank offers this aggressive discount program. You can choose from banks that we have already put together (link to part bank info) or design your own to include items for the service van and for resale in your store.

$1,500 to $2,500 Parts bank order gets 12% discount $2,500 to $6,000 Bank order gets 20% discount $6,000 to $30,000 Bank order gets a 24% discount

Extended Payment terms are available OAC (on approved credit) Determine how much you want to spend then follow-up with our credit department for additional information on this program.

Zoom – This program allows your smartphone to be a window for our technical team to look through to help you during difficult service calls. We recommend you install this APP on all service smart phones so it is available when needed. We can document spa condition, make videos and in general reduce the time you are on a jobsite, or the need to send many additional documents and photos to us.


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Filing Warranty Claims

Log into the Team Portal, put your cursor over the After Sales Support tab, then put your cursor over Warranty Claims and click on the Create Claim link. Enter the spa serial number and click FIND. Before a warranty claim can be accepted the spa must be completely registered. When filing a warranty request you MUST request warranty labor and parts when the claim is initially submitted. Part numbers of items needed for the repair must all be added at this time. You will be prompted to select credit or replace when ordering parts. We expect warranty service to be complete before filing a warranty claim. Parts Banks are offered to help you purchase parts so your service vehicle is stocked and ready to complete the service call in 1 trip. It is our expectation that service will evaluate and repair a spa before filing a warranty request. (See: How to process a Warranty Claim - Example J) (Link to Video showing how to file a warranty claim)

Warranty Replacement Items When choosing replace on your warranty requests, we reserve the right to use recertified items

Quick Credit Process: This type of claim is for service calls that have been completed and none of the items used to complete the

service call need to be returned to us. Look at your MAAXCARE Form to see if any items need to be returned.

MAAX will ship the part(s) at no charge and will pay the labor because the job is done. You must provide the

actual date service completed in the Date Completed field. Note: On this type of claim, no further paperwork or parts need to be returned to us.

Regular Credit Process: o This type of claim applies when the parts used are required to be returned to us or when the warranty repair is

not completed at the time the claim is filed. o We will confirm the described failure before issuing any part or labor credit. o Your warranty confirmation email will indicate which parts to return to MAAX Spas. Please review the

confirmations carefully before returning or discarding any part. o If we request a return of an item, once the defective item(s) is/are received and tested and the failure is

confirmed a credit will be issued to your account for the item and the approved labor amount. o If we request photos of the item and its installation they should be sent following the Example K Image

Submission Instructions. Once the pictures are received with the unique “exit” information that is part of all jpgs they will be reviewed and if approved by the technical review committee a credit will be issued to your account

for the item and the approved labor amount.

Please help us provide you with the best-quality spas on the market: When filling out the Problem Type and Servicer Details fields on your claims, please be as specific as possible. For example, indicating the exact nature of the failure - not just indicating that a component has failed - will help us continually improve our product. All jet body leaks and kinked hoses will need to contain the jet location (using the jet location maps - jet letter/number designation) before they will be approved. Please work with our service technicians to provide complete information when submitting a warranty claim.

Wrong item ordered on a warranty claim: It is your responsibility to provide the correct item number on warranty claims you submit with us. If you are shipped or credited for the “wrong” item you will be billed and expected to keep the incorrect item for future service.


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WARRANTY PART RETURNS

RETURNABLE PARTS

We have attempted to simplify the task of deciding which parts you need to return and which parts you don’t. We note on each MAAXCARE confirmation form e-mail and each invoice whether the part is required for return. Please review each confirmation carefully, and review “General Guidelines” for more details. Please check the MAAXCARE Form before destroying or returning any item.

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HOW TO EXPEDITE YOUR WARRANTY CLAIM Incomplete information or missing part numbers will result in delayed processing. Request Labor if applicable Select the corresponding problem code. The information you provide in this field is used by our quality review team.

With your help, we can provide the best-quality spas on the market. Give a thorough explanation of the reported problem and what was done to resolve the problem under the Servicer

Details. This section of the claim is what the After Sales Support Team uses to validate your warranty claim and it is the information we share with our vendors. There is no substitute for this field. In order for your claim to be validated, this section needs to contain as much detail as possible. If something is not clear, the claim will be put on hold or denied.

Refer to EXAMPLE J How to Process a warranty claim written instructions and help video to see how to correctly complete a claim.

When a part is required to be returned it must be returned before credit can be issued for part and/or labor. Always include copies of the MAAXCARE form with your returned parts – no exceptions! Ensure that the MAAXCARE form paperwork and the returned part(s) match within the box. For example, do not include

other MAAXCARE form paperwork in a box if it does not pertain to the parts within the box. Also, the physical part(s) in the box need to match the part number(s) on the MAAXCARE form.

When shipping multiple boxes for a specific claim, label the top of each box to indicate the number of boxes in the shipment. For example, if three boxes were sent for a specific claim, the first box should be labeled “1 of 3”, the second box should be labeled “2 of 3”, and the third box should be labeled “3 of 3”. Writing the claim number on each box is critical.

Do not return parts that are out of warranty. If you are not sure if the part is under warranty, consult the original paperwork that was included with the replacement parts shipment or the MAAXCARE Form. The picking ticket and order (or credit) confirmation will both indicate if the part should be returned. Parts that are returned to us that are out of warranty will be thrown away at our facility and your account may be debited for any prepaid freight charges associated with returning these parts. (If the MAAXCARE form says do not return parts, please do not return them)

All MAAXCARE forms are tied to a consumer’s spa serial number. Thus, it is very important that the consumer fills out the warranty registration (card or online) at the time of purchase. This registers their spa in MAAX Spa’s Warranty System. This is why we recommend filling out the warranty card for the consumer at the time of purchase or delivery. (This step greatly aids everyone; it provides better customer care and saves us both valuable time if service is needed later.)

Warranty on Purchased items


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Defective Purchased Part Warranty Policy

MAAX Spas warrants many replacement parts that were installed by authorized retailers and service centers and found to be defective by authorized retailers or service centers for One (1) Year from the date of installation (the “MAAX Spas Part Warranty”).

MAAX Spas Part Warranty

If service has confirmed that the item we sold you has a defect in our materials or workmanship within the One Year Warranty period, you may request an authorization to return the part to us for credit or replacement. If a part is sent back to us and is found not to have a “defect in materials or workmanship” it will be shipped back to you at your cost and no credit will be issued. If a replacement part was sent, you will be charged for the replacement part. If it is found to have a defect in materials or workmanship the part will be replaced at no charge. This warranty does not include any labor payment or shipping charges to return the item to us. This warranty only applies to parts installed by authorized MAAX Spas dealers and service centers; parts installed by anyone other than an authorized MAAX Spas dealer or servicer (e.g., consumer-installed parts) are not covered by this warranty.

NOTE: Consumer Engineering defective part claims must be processed directly through Consumer Engineering. Sunstar defective cover claims must be processed directly through Sunstar.

Instructions Please initiate a parts return claim using the Team Portal (http://maaxspasportal.com). You have been assigned a special serial number to file this sort of claim on. If you are not certain what your special serial number is please give technical support a call to obtain it. Be sure to include the following information in the SERVICER DETAILS area of the Warranty Claim Details page :

Order Number or Invoice Number Detailed description of the problem Confirmation that your service department installed the item and diagnosed its failure.

Upon approval, we will send the warranty confirmation (MAAXCARE Form) to you via email. Please ensure that the product to be returned is complete, in the condition in which it was sent, without damage. Adequately package the product for shipment, being sure to mark the claim number clearly on the outside of the packaging along with a copy of the MAAXCARE form inside the package. We recommend using a traceable means of shipping (such as FedEx or UPS) to ensure safe and verifiable delivery. Make sure to insure your shipment, as you (or your carrier) will be responsible for any goods that are lost or damaged in transit. If you have any questions, please email us at [email protected].

.Labor Guide for USA and Canada


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MAAX Spas utilizes a flat rate labor guide (Example E) to save time when submitting warranty reimbursement requests. This labor rate guide is the compilation of actual times used by technicians who have performed the repairs in the field. The hours listed are averages of the time required to accomplish the described task. Because these times have been rounded up to the nearest quarter hour repairs can generally be performed in less time than designated they may also occasionally take longer to complete. MAAX Spas will adhere to this labor rate guide for all repairs listed on it. If the field service required to repair a specific WARRANTY problem with a spa is NOT listed on the MAAX SPAS Flat Rate Labor Guide and you believe the repair can be made in an hour or less, you do not need to call to get warranty authorization approval. If you believe your warranty repair will take longer than an hour and it is NOT listed on the guide, please call MAAX Spas and ask to get the extra time pre-authorized by a MAAX Spas Technician. Once the extra time has been pre-approved, you just need to follow the standard steps for obtaining credit for the job. The purpose of this guide is to reduce the amount of time you spend getting authorization to do warranty service and so there are no questions after the repair is made about how much warranty labor is available for the job. As a service professional, we have great trust and confidence of your ability to determine what is an actual defect in materials or workmanship, standard ageing, and things outside our control like water chemistry issues. We also have great trust that you will operate in a fair and honest manor and not file warranty claims for damages caused by the spa owner or other non-warranty circumstances. Equipment that has gotten louder over time is considered part of the normal ageing process and not a warranty defect. Leaking pumps after the spa has been installed for over 6 months will not automatically be considered a warranty failure.

See Example E – Flat Rate Labor Guide

Parts Orders

1. Cabinet replacement parts (side panels) orders must specify the serial number of the spa for which the side panels are to be made.

2. Please submit orders for covers, side panels, and small parts on separate orders. A cover order should only contain covers. An order for side panels should only contain side panels.


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3. Incomplete or missing information will result in delays in processing. 4. COD or Prepaid orders will be held until all items are available to ship. If you are a COD or Prepaid account and you

want us to ship what we have and backorder the rest please make a note in the notes section stating so, i.e.: “ship what you have and backorder the rest”. You are responsible for all freight and collection charges for each shipment.

5. NET 30 orders will have everything available shipped and a back order will automatically be generated to ship any back ordered items. If you want your order held until we have all the items, please make a note in the notes section stating so, i.e.: “Do not split this order – Hold until all items are available”. You are responsible for freight charges for each shipment.

6. If your payment terms are NET 30 you can place orders online and have them shipped directly to your customer. No cost information is included with any shipment, only the packing slip is sent with the package. If your payment terms are C.O.D., this service is not available to you.

7. If the order needs to be received faster than normal ground shipment, (3-6 business days depending on your location) please note the requested shipping method:

o RED - Next Day – For Overnight Shipping (delivery by 10 am in most metropolitan areas). o BLUE - Two Day – For Two-Day Shipping (delivery by 4:30 pm in most metropolitan areas). o ORANGE - Three Day – For Three-Day Shipping (delivery by 4:30 pm in most metropolitan areas).

8. Please note that freight charges will be billed to your account for all parts orders. When you select one of the expedited shipping methods above, you are agreeing to pay for the additional charges to expedite that shipment.

Handling Fee A $25.00 handling fee will be added to all orders (non-warranty claims) under $50.00 (US). Consolidating your parts stock orders will streamline shipments and prevent unnecessary handling fees.

Returning New Parts New parts being returned must be in excellent condition and it must be a part we currently stock. Credit will be applied accordingly. All new parts being returned are subject to a 15% restocking fee. Return freight charges are not paid by MAAX Spas. (see Example P - Non-Defective Part Return Guidelines)

Parts Bank Packages For dealers who wish to provide the fastest service possible for their customers, MAAX Spas offers discounted parts packages (“Parts Banks”). For more information about current Parts Banks, please review these links or contact our Care Team at 800-223-4724 option 4.

If you need a rush shipment; please place your order online before noon MST. Orders received after that may not be viewed until the next business day

Surface, Structural, and Replacement Claims

1. For non-surface/non-structural claims, a detailed explanation of the issue(s) and service history on the spa must be submitted to MAAX Spas for review and evaluation. A replacement request is required if you are requesting that MSIC replace the spa. See Example G - Replacement Application Request

2. A surface/structural evaluation form must be completed when the surface of a spa develops blemishes such as a crack or bubble as described under the surface portion of the warranty. This same form is used to make a claim for a structural issue.


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3. An on-site inspection of the problem must be completed by your authorized technician. For surface or structural claims, submit the claim with photos of the problem area along with detailed photos of the installation – especially of the support or foundation where the spa is placed. A photo of the supporting structure with a level showing that the spa is on a level and even surface is required. If the spa is below a deck, pictures detailing the support of the spa are required to process the claim. No claims will be processed without supporting photos. To make surface blemishes such as cracks show up in the photos, please use some type of powder (baby powder, flour, etc.) on the cracks. You will be reimbursed for one-hour of labor for properly completing the evaluation form, submitting it and required invoices and pictures. (See Example D - Surface/Structural Evaluation Form)

4. IMPORTANT: There are 2 options for you to submit your surface or structural claim to MAAX: a. Ship / Mail (no faxed forms or pictures) photos and forms together to us at the address below. b. Submit your documents (including pictures) to the email address: [email protected] (see example K - Image

Submission)

5. Once all information is submitted, please allow 14 working days for our evaluation.

6. Upon evaluation we may, at our discretion, offer one of the following options: 1) A repair, 2) A limited buy-out on part of the customer’s warranty, or 3) A replacement spa. We may also determine that there was no defect in materials or workmanship and MAAX Spas is not liable.

7. Please do not advise customers to contact MAAX/MAAX Spas directly. This action does not speed up the processing of claims.

8. If the spa is replaced, certain conditions will apply: a. As stated in the limited warranty, any other costs associated with the replacement are the responsibility of the spa

owner. (I.e., MAAX Spas will not cover the cost of a crane, dismantling of a gazebo or other special circumstances related to replacing the spa.) Replacement of the spa cover is not automatically included under the terms of the warranty.

b. When you deliver the replacement spa, disposition of the original spa will be determined by MAAX Spas. Depending on the functionality of the spa, we may offer the spa for resale at a discounted price, move the spa to another dealership, bring the spa back to our facility, or scrap the spa. If the spa is scrapped, we will ask that you cut out a piece of the acrylic shell and send it to us. You may be billed for any parts that you keep, based on our arrangement at the time of replacement.

c. If the spa is to be returned to our facility, we will notify you of the freight company that has been contracted to pick up the spa. It is your responsibility to properly package the spa for shipment to prevent freight damage. Any damage that occurs due to improper packaging or lack of protective packaging will be charged to you. Please do not remove any components of the original spa so you may receive full credit upon receipt of the spa. Missing components will be charged to your account.

d. If the spa’s warranty has expired, the replacement spa will carry a 90-day part and labor warranty unless otherwise stated in writing by MAAX Spas.

e. Per the warranty, the spa owner is responsible for all freight, delivery and removal charges. We will replace the spa with a spa of “equal value” to the original spa. The spa owner may change color at no charge and may upgrade or change models with a reasonable up-charge.

f. Returned spas are given a thorough inspection when received. If upon inspection it is noted that the spa had inferior repairs or the claim was misrepresented (such as customer abuse), you will be responsible for any costs incurred – including freight, delivery and rework charges.

At all times we will earnestly resolve a warranty, surface or structural claim. We will deal directly with you, our dealer, on these matters to avoid misunderstandings with the spa owner.

Technical Training Requirements

MAAX Spas offers comprehensive training on the service and technical aspects of our products through instructional seminars scheduled regularly. Our objectives are threefold:

1. To increase customer loyalty by providing service which meets their expectations: Service that is completed in a timely manner and done right the first time, every time.

2. To support our retailers in having a service staff capable and comfortable in delivering quality service as stated in Item 1, above.


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3. To help our retailers increase the profitability of their

service departments.

It is our expectation that a new dealer send his service technicians to attend one Technical Training Seminar within the first six months of acceptance of their original dealer or service center agreement. To comply with current service standards we expect that every existing dealership and service center send a technician to a Technical Training Seminar once every two years.

Classes are traditionally scheduled in the Spring or Fall. Technical Training attendance is required to be considered for an “Outstanding Service

After the Sale” award or to receive the maximum hourly warranty compensation rate. Classes are open to retailers in good standing. Classes fill up very quickly and are offered on a first come, first served basis. Class sign-up should be a part of the business planning process with your Territory Sales

Manager. There is a fee for attending Tech Training. However, lodging for two nights (if needed) is covered

by MAAX Spas. We also provide lunch for both days of training.

To: MAAX Spas Arizona, Inc. Date: __________________________ Attn: Freight Claims/Shipping Department 25605 S. Arizona Avenue Ref. Number: __________________________

EXAMPLE A MAAX SPAS INDUSTRIES CORPORATION

FREIGHT CLAIM FORM


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Chandler, AZ 85248 (Show only if you want it referred to on correspondence)

MAAX Bill of Lading#: _________________________ SPA SERIAL #: ___________________________________ Reason for Claim: ___________________________________________________________________________________ ____________________________________________________________________________________________________ ____________________________________________________________________________________________________ ____________________________________________________________________________________________________ ____________________________________________________________________________________________________

We will make every effort to settle your claim in a fair and timely manner. Claims will be handled using the National Motor Freight Classification Series guidelines. For questions call 1-800-367-4286 option 6

COMPANY: ____________________________________________________________________________ ADDRESS: ____________________________________________________________________________ CITY/STATE/ZIP: ____________________________________________________________________________ PHONE NUMBER: ____________________________________________________________________________ SIGNED: ____________________________________________________________________________ Email Address: ____________________________________________________________________________

Mail to the address at the top of this form of FAX to 480-895-4581 or e-mail to [email protected]. An email notification will be sent out within 10 business days

Claim is filed for: ________ SPA ________ Visual Damage (Noted on Bill of Lading) ________ COVER ________ Concealed Damage (Discovered after Delivery) ________ PARTS SHIPPMENT ________ Shortage (Noted on Bill of Lading) ________ OTHER ________ Concealed Shortage (Discovered after Delivery)

****CLAIM CANNOT BE HANDLED WITH OUT THE FOLLOWING**** A signed claim form, A copy of the signed BOL & A picture of the damage


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Example B

Documents

Warranty Procedure Manual