Claims Handbook For Independents Dealers and Distributors October

Claims Handbook For Independents, Dealers and Distributors October, 2014

Claims Department Objective UPDATED Claim Procedure & NEW Complaint Form For All Headwaters Stone Division Products Eldorado Stone, Dutch Quality Stone, Stonecraft, and Brand Extensions ( Surrounds, Outdoor, Firebowls) Our Goal: Ensure Timely Response and Fair Settlement of Claims Increased Customer Satisfaction Continuous Quality Improvement 10/3/2014 2

Claim Department Objective • Resolving product and performance claims quickly and efficiently, requires more accurate and comprehensive data. • We need to rely on our distributor and dealers to walk the customers thru the essential aspects of the claim form and equally important support data. • You are in the best position to ensure the accuracy of the information, that it reflects the customers concern and that it is received by our warranty department in a timely fashion and in the right format. 1/3/2013 3

NEW Procedure COMPLETE THE FORM ATTACH THE PHOTOS & DOCUMENTATION • Talk to your customer. • Take the time to complete this new claim form as accurately and clearly as possible • Ask the customer to take as many photos as possible of the stone, the label, the invoice, the install contract, anything relevant and forward to you directly. • All of this, the form and the photos is to be emailed to ONE POINT OF CONTACT here at HWSD 10/3/2014 4

How to Submit a Claim • Claim Form: Required fields are your contact info, customers contact info, EMAIL addresses, project location, stone, color, profile ( if known), date of purchase, installer and date installed. • Good photos, taken on a clear day, without shadows, close ups of the stone or the product, of the building and of the landscaping or jobsite, saved and sent at high or medium resolution. • If the work is still underway, photos of the pallet, boxes and close ups of the labels, any delivery receipts, invoices, business cards. • An easy way to capture invoices, labels, contracts is to photograph them 10/3/2014 5

Photos “Tell the Story” • Often we can make an accurate judgment of the situation and resolve the claim immediately after reviewing the form and photos. • We can then follow up directly with the customer within just a few hours if not sooner • Contact Clay Manchester if you have any difficulty completing the form or uploading the photos or additional documents Clay Manchester cmanchester@hwstonedivision. com 206 909 4984 10/3/2014 6

NEW Procedure • If there additional questions, Clay or a team member will contact the customer directly. • The form, photos and additional info is uploaded into our system and a case number assigned. • We copy you, the customer, the local sales representative, the regional manager and local production with that case number. • Site visits, additional inspections or to schedule delivery of replacement product or any obvious repairs are coordinated by Clay or a team member. • The customer is contacted directly, but you and HWSD sales will be copied as claims are investigated and resolved. 10/3/2014 7

Can You Help to “Tell the Story” • Do you ( dealer/distributor/rep ) have any of project or contract information or documentation. Older emails or inquiries ? • Do you have contact information for the original Remodel Contractor, Builder. Mason, Landscape Designer ? • Recognize the Stone or Product, Profile, Color as a HW Product ? • Can you help identify the total square and linear footage of the project ? Estimate the square/linear footage affected. ? • In the case of poor installation or if a repair might be required, can you refer any good quality local masons, fireplace or landscape contractor ? 10/3/2014 8

Pictures Tell The Story Shoot from a distance Shoot from midrange that shows the termination above and below the stone Then shoot close-ups 10/3/2014 9

Pictures Tell The Story Shoot from a distance Shoot from midrange that shows the details above and below the product or Stone. Then shoot close-ups Provide a photo of veneer labels. Include a photo for each different date 10/3/2014 10

Water Penetration or Debonding • Water Penetration and De-Bonding issues will require the visit and inspection of a HWSD representative. • If the customer or the photos suggest the problem appears to be either of these circumstances, HWSD Sales or Claims Personnel will be in contact with you and the owner to schedule an on site visit. • If you or your employee do visit a claim site and you feel that the problem might be water penetration or de-bonding, be completely non-committal, do not offer advice or suggest a repair. • Simply complete the interview, fill in the form, capturing as much information as possible, attach all of the necessary photos, receipts, installer and specification information and defer to HWSD for their support and expertise in handing these type of situations. 10/3/2014 11

When to Submit a Claim • We are interested in maintaining a record of all customer-reported product and installation issues. • This information may be valuable if a future claim arises or future questions are raised about similar products or installation practices. • Do not avoid details about an installation completed by a loyal mason or contractor. • Our goal is to educate and empower all of our vendors and loyal installers. Warranty Claims and Customer Complaints are usually considered opportunities for improvement by all parties • When in doubt, take the customers information and contact us even if the issue at hand does not appear to be a defective product. Do not hesitate to submit any and all complaints or product claims 10/3/2014 12

When not to submit a claim to HWSD. PACKAGING or PRODUCT ARRIVES DAMAGED • • ANY product delivered via UPS or similar common carrier, freight forwarder or an LTL shipment, that arrives at the distributors/dealers yard or customers home or jobsite, that has any obvious signs of damage to the product or packaging , should be carefully inspected and deemed acceptable for installation BEFORE IT IS ACCEPTED OR SIGNED FOR. If damaged packaging is received “ as is” HWSD is absolved of any liability for product damage. Read the Surrounds, Firebowl and Outdoor Product Warranty inspection is required within 24 hours after receipt. If the damage was concealed and wasn’t discovered until after the product was signed for, the claim would still be made directly to the carrier. 10/3/2014 13

When not to submit a claim to HWSD PACKAGING or PRODUCT ARRIVES DAMAGED We have experienced that most carriers are extremely efficient in handling credits / replacements for rejected shipments or damage noted immediately after delivery • Working directly with the carrier will speed up the approval process and replacement shipment can be ordered and on its way much faster. • If they refuse to consider a claim made within 24 hours or for product that was rejected, complete the HWSD Claim form, attach photos as previously noted and the written response from the carrier. • We can evaluate the claim, only after your attempt ( or the customers ) to submit the claim directly to the carrier has been rejected. 10/3/2014 14

Pictures Tell The Story INSPECT BEFORE YOU ACCEPT The damage is usually immediately obvious Stone and accessories are difficult to ship LTL. Do not accept or sign for damaged product. 10/3/2014 15

Pictures Tell The Story Include a photo that shows the details of the packaging and the damage Then shoot close-ups 10/3/2014 16

When not to submit a claim to HWSD CUSTOMER OR CONTRACTOR INSTALLS IT ANYWAY • Products with Known Defects or Damage SHOULD NOT BE INSTALLED, CLAIMS FOR THESE PRODUCTS WILL NOT BE ACCEPTED • If the customer is dissatisfied in any way, if the product does not meet the customers expectation for color or quality, IT SHOULD NOT BE INSTALLED Installation is a legally accepted definition of approval of the product in its current condition and its installation “as is”. • • Following this new claim procedure before the product is installed will ensure a quick response & corrective actions needed in these situations 10/3/2014 17

Contact Information For Questions about the New Procedure, What Information is Required, What's important, What Details to Capture and to Walk through any Form, Uploading or Email issues: YOUR CONTACT IS Claims Manager: Clay Manchester cmanchester@hwstonedivision. com 206 909 4984 10/3/2014 18