WaterFurnace: Corporate Policies

Corporate Policies

You, our customer, play an important role in our future. Take a few minutes to review this policy and implement it immediately on all shipments received in your warehouse. If you take the time to follow this procedure, you will be helping to insure the receipt of superior products in a reasonable amount of time. All shipments from WaterFurnace International, Inc. are accepted by the freight carrier as undamaged product. Freight terms are F.O.B.—Fort Wayne. This means the product becomes the property of the purchaser when it leaves WaterFurnace International, Inc.’s shipping dock.

Receiving and Inspecting Shipments

Count
• Number of cartons received
• Number of skids received
• Number of bundles received
• Number of individual boxes received

It is very important that you sign ONLY for the material you receive. It is your responsibility to settle any dispute with the carrier if you sign for items you did not receive.

Look
• Check all products for damage
• Open any boxes that appear to have potential damage
• Check for creased or crushed boxes
• Check the Tip-&-Tell indicator on the box to see if the unit has been tipped over

If you find a shortage or damage to your shipment:

Make a notation of the damage or shortage on the Bill of Lading. All notations must be clear, complete, and specific. Unclear notations may limit the liability of the carrier.
The driver is to verify and initial the damage and/or shortage notation on the Bill of Lading.
After steps 1. and 2. are completed, sign for the shipment.
Call the local terminal and report any shortage or damage. The carrier will instruct you on the procedure for filing your freight claim.
Take a picture of the damage—photographs help substantiate claims filed.

Filing a Freight Claim

Any time there is a discrepancy from the bill of lading and the material received, or if there is damage on the shipment, a freight claim must be filed with the carrier. A freight claim is a written demand to the carrier for a specific dollar value. The freight claim will identify the shipment and be filed with the carrier responsible for the loss, damage or delay. The claim must be filed within the time limits designated by the specific Freight Company.

Filing a claim
• Specify the dollar amount of the claim.
• Specify the reason (damage, loss or shortage)
• Your name and address

Include
• Original bill of lading (or bond on indemnity)
• Copy of paid freight bill
• Original WaterFurnace invoice (showing discounts)
• Repair invoice
• Inspection report (if applicable)
• Claim forms (supplied by the carrier)

The freight claim will be filed with whomever is determined to have been in possession of the materials at the time of the loss or damage. When loss or damage is discovered, claims must be filed immediately. The claimant must retain material until the claim has been resolved.

Claimant must have written authorization before disposing of damaged material.

Payment to the freight carrier may not be delayed due to alleged loss or damage. Prompt, complete payment must be made to the carrier.

WaterFurnace has gone to great lengths to package our equipment as efficiently and effectively as possible, however sometimes damage is not avoidable. Do not refuse a shipment due to damage, this only increases the cost and loss.

If damage requires a simple panel replacement, the easiest resolution is to call your Customer Service Representative. We will ship you a free replacement panel, freight prepaid.
If the equipment received is beyond repair, please use the following procedure to return the damaged equipment to WaterFurnace for full credit.

Contact your Territory Manager and explain the situation. You will be asked to fax a copy of the bill of lading showing the details of the freight damage and the signatures of the recipient and driver. Please refer to the procedure on the previous page because, without adequate documentation, WaterFurnace will be unable to file a freight claim and will NOT return
equipment to the factory for full credit.
The Territory Manager will review freight damage and approve the equipment return if they deem it necessary. Once approved, the Territory Manager will fax a copy of the bill of lading and their approval form to the Technical Service Manager.
The Technical Service Manager will issue the RMA and arrange for the equipment to be picked up and returned to the fac tory. This information will be faxed to the dealer.
Upon the equipment being received and inspected in Fort Wayne full credit will be issued to the dealer.

If the equipment return procedure is not followed, all returns will be refused.

DOA Equipment

All WaterFurnace Geothermal Heat Pumps have been tested before leaving the manufacturing facility, however, occasionally a unit or part may be received “Dead on Arrival”. DOA claims must be reported to the Warranty Department immediately following failure. Before returning units, the check test/start form must be submitted. Repair parts will be shipped as soon as a completed Express Warranty Form is received and processed.

WaterFurnace Dealer Direct Customer Service Policies

Definitions

Order: Shipped to one location, from one location, one time.
Unit: Geothermal Heat Pump
Expedite: Any order requested by purchaser to ship prior to regular, published lead-time.
Non-standard: Any low sales volume item as defined by WaterFurnace.
Backorder: Any stock item, that is temporarily not available.
RMA: Return Material Authorization

Pricing

A dealer is furnished list prices and a discount schedule, for determining net prices on all WaterFurnace products. This discount schedule will be in effect until changes, in writing, are authorized by WaterFurnace.

In the event of list price increases or decreases, the price in effect on the order acknowledgment will be the selling price unless
the shipment is scheduled beyond 30 days.

Quotations

When requesting a special multiplier for a specific project, please contact your Territory Manager. Customer Service is not authorized to issue special pricing on any order without a quotation in writing.

Any written quotation is effective for 30 days.

Order Processing

To insure accurate order information, acknowledgments will be faxed or mailed for each order. Unless you notify Customer Service of a discrepancy, it will be assumed that the order is correct as acknowledged.

Transportation Charges

All orders reaching the minimum dollar amount, shipping to one location, from one location, one time will be shipped freight prepaid and allowed and a fee will be added to the invoice as a handling charge. (See your current price list for the minimum dollar amount and handling charge.)

All orders less than the minimum amount will be shipped freight prepaid/add, with the total freight amount added to the invoice, or sent as a separate invoice.

All backorders will be shipped freight prepaid/allowed.

In an effort to keep freight costs low, and service levels high, WaterFurnace has established relationships with carriers that have provided exceptional service and/or discount schedules. If a specific carrier is requested, or special delivery arrangements are required, any additional charges will be passed on to the dealer.

Errors and Restock Charges

Dealer Errors
In the event that you or your customer are not able to use the merchandise you received, WaterFurnace will, in most cases accept the merchandise under the following conditions:

All materials must be new and unused, in the original packaging.
Prior approval by WaterFurnace Customer Service must be obtained in the form of an RMA issued by your Customer Service Representative.

15 percent restocking charge on standard parts or equipment.
20 percent on non-standard parts or equipment (expedite fees and original transportation charges will not be credited).

The dealer will pay return freight charges.
All RMA’s authorized by WaterFurnace will be valid for 60 days from the date of issue. After the 60-day period has expired, all out standing RMA’s will be cancelled. If materials are returned after the RMA has been cancelled, they will be refused and no credit will be issued.

If the return procedure is not followed, all returns will be refused.

WaterFurnace Errors
WaterFurnace’s Customer Service Department takes particular care in keeping order processing errors to a minimum. Acknowledgments are faxed or mailed to each customer. Sales order acknowledgements should be reviewed upon receipt for accuracy. Contact your Customer Service Representative immediately to report any discrepancies.

In the event that a WaterFurnace error occurs on a written form, received via fax or mail (verbal orders are not applicable), the following procedure must be followed:

WaterFurnace Customer Service must issue an RMA for all new and unused items being returned.
WaterFurnace will credit the incorrect and unused items including freight charges, upon receipt and after inspection.

If the return procedure is not followed, all returns will be refused, and freight charges will not be credited.

Consumer Issues

Consumer issues can develop as a result of billing, warranty, delivery or service problems between the installing or servicing contractor and the homeowner. WaterFurnace recognizes the importance of addressing these homeowner issues in a prompt and professional manner. For this reason, a dedicated phone number has been established to handle these calls. The Homeowner Hot Line number is: (260) 478-5667.

This is the only number that homeowners should use to contact the company. Calls can easily be routed to the appropriate Consumer Relations personnel.

The dealer should consult with the Territory Manager and make all efforts to resolve issues before calls are directed into the Consumer Hotline. Resolution of issues often requires, and may result in a conference call between the dealer, homeowner, Territory Manager and WaterFurnace. The Consumer Hot Line should be used only as a last resort to resolve conflicts.


Corporate Policies You, our customer, play an important role in our future. Take a few minutes to review this policy and implement it immediately on all shipments received in your warehouse. If you take the time to follow this procedure, you will be helping to insure the receipt of superior products in a reasonable amount of time. All shipments from WaterFurnace International, Inc. are accepted by the freight carrier as undamaged product. Freight terms are F.O.B.—Fort Wayne. This means the product becomes the property of the purchaser when it leaves WaterFurnace International, Inc.’s shipping dock. Receiving and Inspecting Shipments Count • Number of cartons received • Number of skids received • Number of bundles received • Number of individual boxes received It is very important that you sign ONLY for the material you receive. It is your responsibility to settle any dispute with the carrier if you sign for items you did not receive. Look • Check all products for damage • Open any boxes that appear to have potential damage • Check for creased or crushed boxes • Check the Tip-&-Tell indicator on the box to see if the unit has been tipped over If you find a shortage or damage to your shipment: Make a notation of the damage or shortage on the Bill of Lading. All notations must be clear, complete, and specific. Unclear notations may limit the liability of the carrier. The driver is to verify and initial the damage and/or shortage notation on the Bill of Lading. After steps 1. and 2. are completed, sign for the shipment. Call the local terminal and report any shortage or damage. The carrier will instruct you on the procedure for filing your freight claim. Take a picture of the damage—photographs help substantiate claims filed. Filing a Freight Claim Any time there is a discrepancy from the bill of lading and the material received, or if there is damage on the shipment, a freight claim must be filed with the carrier. A freight claim is a written demand to the carrier for a specific dollar value. The freight claim will identify the shipment and be filed with the carrier responsible for the loss, damage or delay. The claim must be filed within the time limits designated by the specific Freight Company. Filing a claim • Specify the dollar amount of the claim. • Specify the reason (damage, loss or shortage) • Your name and address Include • Original bill of lading (or bond on indemnity) • Copy of paid freight bill • Original WaterFurnace invoice (showing discounts) • Repair invoice • Inspection report (if applicable) • Claim forms (supplied by the carrier) The freight claim will be filed with whomever is determined to have been in possession of the materials at the time of the loss or damage. When loss or damage is discovered, claims must be filed immediately. The claimant must retain material until the claim has been resolved. Claimant must have written authorization before disposing of damaged material. Payment to the freight carrier may not be delayed due to alleged loss or damage. Prompt, complete payment must be made to the carrier. WaterFurnace has gone to great lengths to package our equipment as efficiently and effectively as possible, however sometimes damage is not avoidable. Do not refuse a shipment due to damage, this only increases the cost and loss. If damage requires a simple panel replacement, the easiest resolution is to call your Customer Service Representative. We will ship you a free replacement panel, freight prepaid. If the equipment received is beyond repair, please use the following procedure to return the damaged equipment to WaterFurnace for full credit. Contact your Territory Manager and explain the situation. You will be asked to fax a copy of the bill of lading showing the details of the freight damage and the signatures of the recipient and driver. Please refer to the procedure on the previous page because, without adequate documentation, WaterFurnace will be unable to file a freight claim and will NOT return equipment to the factory for full credit. The Territory Manager will review freight damage and approve the equipment return if they deem it necessary. Once approved, the Territory Manager will fax a copy of the bill of lading and their approval form to the Technical Service Manager. The Technical Service Manager will issue the RMA and arrange for the equipment to be picked up and returned to the fac tory. This information will be faxed to the dealer. Upon the equipment being received and inspected in Fort Wayne full credit will be issued to the dealer. If the equipment return procedure is not followed, all returns will be refused. DOA Equipment All WaterFurnace Geothermal Heat Pumps have been tested before leaving the manufacturing facility, however, occasionally a unit or part may be received “Dead on Arrival”. DOA claims must be reported to the Warranty Department immediately following failure. Before returning units, the check test/start form must be submitted. Repair parts will be shipped as soon as a completed Express Warranty Form is received and processed. WaterFurnace Dealer Direct Customer Service Policies Definitions Order: Shipped to one location, from one location, one time. Unit: Geothermal Heat Pump Expedite: Any order requested by purchaser to ship prior to regular, published lead-time. Non-standard: Any low sales volume item as defined by WaterFurnace. Backorder: Any stock item, that is temporarily not available. RMA: Return Material Authorization Pricing A dealer is furnished list prices and a discount schedule, for determining net prices on all WaterFurnace products. This discount schedule will be in effect until changes, in writing, are authorized by WaterFurnace. In the event of list price increases or decreases, the price in effect on the order acknowledgment will be the selling price unless the shipment is scheduled beyond 30 days. Quotations When requesting a special multiplier for a specific project, please contact your Territory Manager. Customer Service is not authorized to issue special pricing on any order without a quotation in writing. Any written quotation is effective for 30 days. Order Processing To insure accurate order information, acknowledgments will be faxed or mailed for each order. Unless you notify Customer Service of a discrepancy, it will be assumed that the order is correct as acknowledged. Transportation Charges All orders reaching the minimum dollar amount, shipping to one location, from one location, one time will be shipped freight prepaid and allowed and a fee will be added to the invoice as a handling charge. (See your current price list for the minimum dollar amount and handling charge.) All orders less than the minimum amount will be shipped freight prepaid/add, with the total freight amount added to the invoice, or sent as a separate invoice. All backorders will be shipped freight prepaid/allowed. In an effort to keep freight costs low, and service levels high, WaterFurnace has established relationships with carriers that have provided exceptional service and/or discount schedules. If a specific carrier is requested, or special delivery arrangements are required, any additional charges will be passed on to the dealer. Errors and Restock Charges Dealer Errors In the event that you or your customer are not able to use the merchandise you received, WaterFurnace will, in most cases accept the merchandise under the following conditions: All materials must be new and unused, in the original packaging. Prior approval by WaterFurnace Customer Service must be obtained in the form of an RMA issued by your Customer Service Representative. Credit will be issued less: 15 percent restocking charge on standard parts or equipment. 20 percent on non-standard parts or equipment (expedite fees and original transportation charges will not be credited). The dealer will pay return freight charges. All RMA’s authorized by WaterFurnace will be valid for 60 days from the date of issue. After the 60-day period has expired, all out standing RMA’s will be cancelled. If materials are returned after the RMA has been cancelled, they will be refused and no credit will be issued. If the return procedure is not followed, all returns will be refused. WaterFurnace Errors WaterFurnace’s Customer Service Department takes particular care in keeping order processing errors to a minimum. Acknowledgments are faxed or mailed to each customer. Sales order acknowledgements should be reviewed upon receipt for accuracy. Contact your Customer Service Representative immediately to report any discrepancies. In the event that a WaterFurnace error occurs on a written form, received via fax or mail (verbal orders are not applicable), the following procedure must be followed: WaterFurnace Customer Service must issue an RMA for all new and unused items being returned. WaterFurnace will credit the incorrect and unused items including freight charges, upon receipt and after inspection. If the return procedure is not followed, all returns will be refused, and freight charges will not be credited. Consumer Issues Consumer issues can develop as a result of billing, warranty, delivery or service problems between the installing or servicing contractor and the homeowner. WaterFurnace recognizes the importance of addressing these homeowner issues in a prompt and professional manner. For this reason, a dedicated phone number has been established to handle these calls. The Homeowner Hot Line number is: (260) 478-5667. This is the only number that homeowners should use to contact the company. Calls can easily be routed to the appropriate Consumer Relations personnel. The dealer should consult with the Territory Manager and make all efforts to resolve issues before calls are directed into the Consumer Hotline. Resolution of issues often requires, and may result in a conference call between the dealer, homeowner, Territory Manager and WaterFurnace. The Consumer Hot Line should be used only as a last resort to resolve conflicts.

©2012 WaterFurnace International, Inc. \| 9000 Conservation Way \| Fort Wayne, IN 46809. All Rights Reserved.