251 Adams Rd, Kelowna, BC V1X 7R1t 1 800 567 3060 f 250 765 1213e c s@heartwood.ca

www.heartwood.cawww.heartwooddl.com

pg-1

25 Oct 17

Our Warranty Process

Standard Warranty Process

Heartwood Manufacturing Ltd. (HML) and Heartwood Distributors Ltd. (HDL) understand that a legitimate warranty claim can be the result of several different circumstances. Some of these include order entry error, manufacturing defect, material defect, or concealed freight damage. We always trust that all warranty claims are legitimate and not the result of improper handling or installation error at your end. Therefore, you can rest assured that any information we request is not intended to disprove your claim. The information has two purposes; First, to ensure we are sending the correct parts to fix the problem the first time, and secondly, to help us determine the cause of the problem and prevent it from happening again.

We appreciate your cooperation and patience as we work through this process together. Keep in mind, we can’t make parts or units if we aren’t certain what is wrong (it’s not always what it appears to be) or if we don’t have a serial number for the units involved. We are regularly updating and improving our products so the unit you have may not be the most recent revision. This could affect the fit of the parts we send.

It is our goal to get all warranty claim parts and units out to you as quickly as possible. Once we have all the information we need to be certain we are sending the correct parts to rectify your problem, we will produce and ship them to you on a high priority basis. If more info is still required after we ship, we will continue to work with you to get that information.

One additional request we have is that you ensure that your receiving department is diligent at inspecting the pallets and cartons when they arrive, before they sign them off as received in good condition. When they leave our plant or warehouse they are well protected and in good condition.

We attach photos of the pallet, as it looked when it left our premises. If the pallet or carton arrives broken down or damaged in any way, this needs to be indicated on the bill of lading if any claim is to be made against the carrier. Please do not refuse damaged freight. This will result in delays in the replacement of the damaged products. This ensures the cost is covered by those responsible and not those who aren’t.

1. Failure to store salvage items until the Claim Investigation is complete (90 -120 days), will result in the carrier refusing to honor the claim. Freight claims denied for the reasons of “NO SALVAGE AVAILABLE” will be invoiced back to the customer along with any ancillary freight charges incurred.

2. Advise Customer Service within 7 days upon receipt to initiate the warranty replacement and the freight claim processes. A copy of the freight proof of delivery, reference to order number, item(s) missing or damaged, and pictures will be advantageous when submitting a claim.

25 Oct 17

www.heartwood.cawww.heartwooddl.com

pg-2

25 Oct 17

25 Oct 17

Important Information Required

The following is a list of information and photos that we require for each claim:

• A completed Warranty Claim Form. Not only does this provide the information we require, but it acts as a checklist to ensure all details are included with your claim.

• Information from or a photo of the warranty label of the unit(s) in question. (SKU or Model Number and Serial Number + Colour). The warranty labels are intended to remain with the unit for the rest of its life. They are applied in inconspicuous locations for obvious reasons. On a desk, for example, you will find them under the work surface. On a pedestal, you have to remove a drawer to find it.

• A complete description of the issue you are claiming.

• A minimum of three photos of each problem area. One or more close up and mid-range shots of the problem, and one full range shot of the complete part/unit.

• Please check your photos to be sure they are in focus. Blurry photos are no help to us (see below for examples).

• Whenever possible, please have the installer, sales rep, or end user call our Help Line (1-800-567-3060) when the problem is discovered. We can often fix the problem over the phone or, at least have a chance to ask some questions to feel confident we know what is wrong. It’s not always what you think and there’s nothing worse than having us send the wrong parts. This causes an extra service trip, the problem is still there, the customer is unhappy, and we all look bad.

• If we receive all of this information when the warranty claim is first made, you can be confident that you will receive the right solution as quickly as possible. Thank you again for your understanding, patience, and cooperation with this process. It’s all about making it better.

Example PhotographsFreight Claim Sample Photographs

Concealed Damage Sample Photographs

Full Range Shot Mid-Range Shot Close-up Detail Warranty Labels

Full Range Shot Full Range Shot Mid-Range Shot Supplier Label