DEALER POLICIES & WARRANTY

Transcription

1 DEALER POLICIES & WARRANTY

2 Table of Contents Product Dealer Policies... 3 Credit and Terms... 3 Discounts... 3 Marketing... 4 Salesperson Spiffs... 4 Shipping... 5 Shortages, Mis-Shipments & Freight Damage... 6 Warranty Warranty Policies and Procedures

3 Product Dealer Policies CREDIT AND TERMS Products The following policies apply to Crary Industries, Inc. products (Air Reel, Crary Wind System, Big Top, Cyclone Chaff Spreader or GOLD N CUT) and exclude all Crary Tile Pro products. Credit Limits Limits are established per dealer based upon: Information provided and verified from the credit application Credit needed from order activity, open orders Payment history with company Terms Unless otherwise specified, invoices carry an additional discount available for payment within 10 days of the invoice date. Payments received after this date will not receive the cash discount allowance. Unless otherwise specified, the final due-date for an invoice is 30 days after invoice date. Invoices not paid before that date are subject to service charges. If an invoice is anticipated to be credited because of warranty, or the application of other credits (i.e. returns, co-op advertising), notification must be made to Accounts Receivable prior to the due date in order to avoid service charges. Floor Plan Program Crary offers floor planning options through GE Finance. There are no special terms other than what is provided in the program, unless provided in advance and in writing from Crary Industries, Inc.. For terms on GE Finance refer to Dealer Pricing & Programs. DISCOUNTS Multiple Discounts Discounts are applied one at a time. Each additional discount applied to the new value as a result of the previously applied discount. For example: a 20% trade, 5% early ship, and 3% cash WOULD NOT equal a 28% discount. If the item had a list price of $100, the discounts would be applied as follows: $100 minus 20% = $80.00 minus 5% = $76.00 minus 3% = $ Trade Discounts The standard trade discount for whole goods is 20%. Higher discounts for some product lines may be established based on the participation of published ordering programs. Standard trade discount for parts is 25%. Published parts programs are often available extending terms, additional discounts, and offering freight incentives. Whole goods are typically characterized in price sheets with the description of whole goods, system, options or attachments. Parts are typically characterized as parts, kits or accessories. Early Ship Discounts Additional discounts are offered for meeting a targeted date for receipt of the products ordered. If for any reason the dealers fail to take delivery or pick up the order before that ship date, the early ship discount is forfeited. The only time the discount availability is extended is if Crary cannot provide the products on time. In that case, the early-ship discount is extended to the first available date for the product(s). Cash Discounts Unless otherwise specified, invoices carry an additional 3% discount available for payment within 10 days of the invoice date. Payments received after this date will not receive the cash discount allowance

4 MARKETING Point of purchase Crary, at its discretion, will provide various points of purchase displays to promote Crary products. The dealer should keep displays in good condition, and not alter them without permission from Crary. Print, Radio, other Media Pricing: Any advertising that uses the Crary name, or Crary product names (Air Reel, Crary Wind System, Big Top, Cyclone Chaff Spreader or GOLD N CUT) is subject to Crary approval. However, any prices that are associated with the Crary name or Crary product names must be within plus or minus 10% of the Crary suggested retail price for that product, unless specific permission has been received from Crary Industries, Inc.. Exception: Used equipment may be advertised with appropriate prices without specific permission. Ad materials: Testimonial sheets, and other materials are available for dealer use. Please ask Territory Manager or call the company for these materials. CO-OP Advertising We encourage dealers to participate in local and regional advertising for Crary products. Crary will participate in the ad cost via credit to the dealer s account under the following conditions: Reimbursement Allowance: A 50% credit will be allowed on properly prepared Crary advertising. Eligible Advertising and Products: Ads are limited to current Crary AG and Marine products and may consist of Crary supplied materials. To qualify for Co-op funds, all ads must be presented to and preapproved by Crary s marketing department prior to placement. Dealer Grouping: Multi-dealer sponsored advertising is eligible for co-op credit. Dealers involved will share their portion of the space cost. Individual credits will be issued to each participating dealer. Advertising Limits: Unless specifically authorized otherwise, dealer is limited to a co-op participation no greater than 4% of the dealer s total purchases from Crary in the current year. Procedures for Credit: All requests for credit must be submitted on a Co-op Advertising Claim form. Claims must be mailed and postmarked within 30 days after the eligible advertising has appeared. List each type of advertising and attach copies of paid invoices and proof of performance as described below: For newspaper and magazine advertising: Include one full page, dated tear sheet and a copy of the invoice from the publication showing your net costs of space only. For radio and television advertising: Submit a paid station invoice stating the commercial involved, length of the commercial and times the commercial was run. One copy of the written commercial(s) or a description of the commercial(s), such as pre-recorded tapes must be included. Ineligible Advertisements and Charges: Locally prepared advertisements are eligible for credit on space and time charges only. Crary will not share any creative or production charges for print or electronic media advertising. Credit for advertising that includes equipment other than Crary will be prorated to the percentage of Crary participation. SALESPERSON SPIFFS As an extra incentive, we often offer spiffs or additional payments to sales people in the dealership that retail Air Reels, Crary Wind Systems (CWS), Big Top s, Cyclone Chaff Spreaders and GOLD n CUT/KingKut complete systems. These spiffs are paid only to individuals, and are not available as credits or refunds to the dealership. Spiff cards and amounts can be obtained from a Territory Manager or by calling Crary sales department. The spiffs are obtained under the following conditions: Dealer management or principal must approve the eligibility of salesperson spiffs in the dealership. Qualifying dealers account with Crary must be in Current Status. Product must be paid for in full to Crary before it is eligible for a Spiff. Spiff card must be sent in filled out completely within 12 weeks of the sale. This includes end user information, serial #, invoice #, salesperson s name, and social security number. Crary will submit an IRS 1099 form

5 SHIPPING Doors Shipping/Receiving is door 9, located on the west side or street side of the building. Hours The shipping department is staffed Monday through Thursday from 7:00 am to 5:00 pm, and 7:00 am to 4:30 pm on Friday. Fridays after 12:00 pm are minimally staffed. Customer pickup orders should be coordinated in advance. Method Unless a specific method is requested (at the time of order), the default method of ship is established as UPS or Best Way. In such cases, the shipping department will determine best way usually as being the most economical, not the fastest. The customer may change the requested shipping method anytime before the order is processed for shipment. Free freight : When Crary is obliged to pay freight; the shipping method will be the most economical. If the dealer desires a different method, then the dealer is obligated to pay, as a minimum, the difference between the most economical and the requested method. Freight is usually paid by Crary as part of early orders or quantity orders. Free freight is qualified on a product line basis, combining products in one order is welcome, but may not necessarily qualify for free freight. Customer Pick Up The Sales Department will make every effort to convey an accurate and reliable promise date for customer pickup orders. If plans have been made to pick up on a certain day, it is requested that the dealer call if there are changes in pickup plans that will result in more than a two-day delay. Order Process We do our best to have on hand whole goods and parts in season. The following establishes our order processing policy: Normal procedures are to print, pick and ship an order the work-day following the day the order was given. Very often, orders will be shipped the same day as received, especially those received and entered in the morning. This turnaround time however is not assured. Often, a critical need for whole goods or parts requires that a dealer request a certain priority to his order. Crary Shipping Department will prioritize an order over other orders for an additional charge. If priority is requested, the order will be invoiced an additional $5 for every $100 of the product value of the order, up to a maximum $15 priority charge. If for any reason the order can t be processed the same day, the priority charge will be cancelled. Drop Shipments Shipments to alternate commercial locations (branch stores, etc) are considered routine and are done at no additional charge (free freight programs require single shipment points to qualify). We are happy to drop ship to an end user or residential address, but the dealer needs to be aware that: Residential deliveries usually carry higher freight charges, commercial carriers and UPS charge more. Residential deliveries usually take longer. A drop ship charge exists for residential deliveries. A $5 per $100 of list price value is added, to a maximum drop ship charge of $

6 Shortages, Mis-Shipments & Freight Damage In the event there is an issue with any shipments from Crary Industries, Inc., please follow the appropriate procedures below. Providing the necessary information in a timely manner will aid Crary Industries, Inc. in correcting the issue and to investigate the appropriate actions to prevent similar issues in the future. Crary Industries, Inc. thanks you for your cooperation in assisting us to correct these occurrences. Short Shipments Line Items If a package or line item from a packing slip was not received, check the shipping documentation to verify the same quantity, size and weights of packages shipped were received. If an item was shipped and lost en-route, it is the customer s responsibility to notify Crary Industries, Inc. upon discovering a shortage to pursue a claim for finding the lost item, or recovering an item that cannot be found. If it appears a line item or package was not shipped, the following information is necessary to report it properly: Order or Invoice Number Item number(s) and quantity missing Date received (when only a portion of the shipment is missing) When a portion of the shipment is missing a copy of the signed Bill of Lading from the delivering freight company noting the missing item(s). For shortages where a portion of the shipment is missing, Crary Industries, Inc. must be notified within 24 hours of the delivery. For shortages where the complete shipment is missing, Crary Industries, Inc. must be notified within 10 days the shipment s invoice date. Crary Industries, Inc. will take immediate corrective action upon notification of a shortage. Freight for the replacement item(s) will be shipped at the established most economical method. The customer will be responsible for the freight if they request a shipment method other than the established most economical method. Failure to provide the necessary information or documents within the required notification time may result in denial of the shortage claim and the dealer will be billed for the replacement item(s). Short Shipments Concealed at Time of Delivery Should any shortages occur from an assembly or kit where the shortage could not have been discovered until the package was opened, the following information is necessary to report it properly: Order or Invoice Number Date received Item, assembly or kit number Part Number and quantity of missing piece(s) Serial Number (if applicable) Employee name on packing list Date on box label (if applicable) Crary Industries, Inc. will take immediate corrective action upon notification of a shortage. Freight for the replacement item(s) will be shipped at the established most economical method. The customer will be responsible for the freight if they request a shipment method other than the established most economical method

7 Mis-Shipments Line Items When the item(s) received have a part number on the item and that part number does not match the invoiced part number the follow information and actions are required: Order or Invoice Number Date received Part number and quantity expected Part number and quantity received Serial number (if applicable) Employee name on packing list With mis-shipments of this type, Crary Industries, Inc.. must be notified within 5 days of the delivery. When the item(s) received have a part number on the item and that part number does match the invoiced part number the follow information and actions are required: Order or Invoice Number Date received Part number and quantity expected Part number and quantity received Serial number (if applicable) Employee name on packing list With mis-shipments of this type, Crary Industries, Inc. must be notified within 5 days of the delivery. Crary Industries, Inc. will, as soon as possible, ship the correct part and bill at regular terms with a note referenced to the misshipment noted on the invoice. If Crary Industries, Inc. requires the return of the incorrect item(s) a Return Material Authorization (RMA) Number will be provided to the dealer to authorize the return of the mis-shipped item(s). Credit will be issued for the reshipped invoice when the incorrect items are received. The dealer must return the mis-shipped items before the due date of the invoice to avoid being subject to late charges. If the mis-shipment is the result of order error on behalf of the dealer, the dealer will be charged freight for the second shipment and the return freight. If the mis-shipment is the possible error of Crary Industries, Inc., we will prepay the freight of the second shipment, and credit the freight cost of the return. Crary Industries, Inc. will take immediate corrective action upon notification of a mis-shipment. Freight for the replacement item(s) will be shipped at the established most economical method. The customer will be responsible for the freight if they request a shipment method other than the established most economical method. Failure to provide the necessary information or documents within the required notification time may result in denial of the misshipment claim. Item(s) returned to Crary Industries, Inc. that are received damaged due to improper packaging for return by the dealer may result in denial of the mis-shipment claim and credit will not be issued for the returned item(s). Mis-Shipments Concealed at Time of Delivery Should any mis-shipments occur from an assembly or kit where the mis-shipment could not have been discovered until the package was opened, the following information is necessary to report it properly: Order or Invoice Number Date received Part number and quantity expected Part number and quantity received (if known) Serial number (if applicable) Employee name on packing list Date on box label (if applicable)

8 Crary Industries, Inc. will, as soon as possible, ship the correct part and bill at regular terms with a note referenced to the mis-shipment noted on the invoice. If Crary Industries, Inc. requires the return of the incorrect item(s) a Return Material Authorization (RMA) Number will be provided to the dealer to authorize the return of the mis-shipped item(s). Credit will be issued for the reshipped invoice when the incorrect items are received. The dealer must return the mis-shipped items before the due date of the invoice to avoid being subject to late charges. If the mis-shipment is the result of order error on behalf of the dealer, the dealer will be charged freight for the second shipment and the return freight. If the mis-shipment is the possible error of Crary Industries, Inc., we will prepay the freight of the second shipment, and credit the freight cost of the return. Crary Industries, Inc. will take immediate corrective action upon notification of a mis-shipment. Freight for the replacement item(s) will be shipped at the established most economical method. The customer will be responsible for the freight if they request a shipment method other than the established most economical method. Failure to provide the necessary information or documents within the required notification time may result in denial of the mis-shipment claim. Item(s) returned to Crary Industries, Inc. that are received damaged due to improper packaging for return by the dealer may result in denial of the mis-shipment claim and credit will not be issued for the returned item(s). Freight Damage Evident at Time of Delivery In the event item(s) are received with damage evident at time of delivery, the following information is necessary to report it properly: Order or Invoice Number Item number(s) and quantity missing Date received Date on box label (if applicable) Pictures of the damaged item(s) as they were received. A copy of the signed Bill of Lading from the delivering freight company noting the damaged item(s). For damage evident at time of delivery, Crary Industries, Inc. must be notified within 24 hours of the delivery. Crary Industries, Inc. will, as soon as possible, ship replacement item(s). If the damage item(s) do not require return for inspection the replacement item(s) will be sent to the dealer at no cost. If the damage item(s) do require return for inspection the replacement item(s) will be sent to the dealer and billed at regular terms with a note referenced to the replacement noted on the invoice. A Return Material Authorization (RMA) Number will be provided to the dealer to authorize the return of the damaged item(s). Credit will be issued for the replacement item(s) invoice when the damaged item(s) are received. The dealer must return the requested item(s) before the due date of the invoice to avoid being subject to late charges. Crary Industries, Inc. will take immediate corrective action upon notification of freight damage. Freight for the replacement item(s) will be shipped at the established most economical method. The customer will be responsible for the freight if they request a shipment method other than the established most economical method. Failure to provide the necessary information or documents within the required notification time may result in denial of the freight damage claim. Item(s) returned to Crary Industries, Inc. that are received with additional damage due to improper packaging for return by the dealer may result in denial of the freight damage claim and credit will not be issued for the returned item(s)

9 Freight Damage Concealed at Time of Delivery In the event item(s) are received with damage concealed at time of delivery, the following information is necessary to report it properly: Order or Invoice Number Item number(s) and quantity missing Date received Date on box label (if applicable) Pictures of the damaged item(s) as they were received. For damage concealed at time of delivery, Crary Industries, Inc. must be notified within 24 hours of the discovering the damaged item(s). Crary Industries, Inc. will, as soon as possible, ship the replacement item(s). If the damage item(s) do not require return for inspection the replacement item(s) will be sent to the dealer at no cost. If the damage item(s) do require return for inspection the replacement item(s) will be sent to the dealer and billed at regular terms with a note referenced to the replacement noted on the invoice. A Return Material Authorization (RMA) number will be provided to the dealer to authorize the return of the damaged item(s). Credit will be issued for the replacement item(s) invoice when the damaged item(s) are received. The dealer must return the requested item(s) before the due date of the invoice to avoid being subject to late charges. Crary Industries, Inc. will take immediate corrective action upon notification of freight damage. Freight for the replacement item(s) will be shipped at the established most economical method. The customer will be responsible for the freight if they request a shipment method other than the established most economical method. Failure to provide the necessary information or documents within the required notification time may result in denial of the freight damage claim. Item(s) returned to Crary Industries, Inc. that are received with additional damage due to improper packaging for return by the dealer may result in denial of the freight damage claim and credit will not be issued for the returned item(s)

10 Inventory & Sales Returns Except for warranty returns (see warranty policy), all requests to return parts and attachments must be authorized with a Return Material Authorization (RMA) prior to shipping to Crary Industries, Inc.. Authorization may be either in writing from Crary Industries, Inc., or verbal, but must be issued with a Return Material Authorization (RMA) number. The authorization number MUST accompany the returned merchandise. Crary Industries, Inc. assumes no responsibility for accepting, for loss or for delay in issuing credit on any unauthorized returns. Dealer should prepay the freight. When appropriate, the freight charges will be credited back to the dealer. Item(s) returned to Crary Industries, Inc. that are received damaged due to improper packaging for return by the dealer may result in denial of the Return Material Authorization (RMA) and credit will not be issued for the returned item(s). All returned merchandise is subject to a factory inspection and approval when physically received. Merchandise that is authorized to be returned, except factory mis-shipments, will be subject to a minimum 15% restocking charge. Restocking charges: Cost to restock an item is normal, and is generally established on the Return Material Authorization (RMA). If products arrive in condition less than expected, the return can either be refused or higher restocking charges applied. The normal restocking charges are as follows: 15% - current items less than 1 year-old 20% - current items between 1 and 2 years-old For items greater than 2 years the restocking fee will be determined accordingly. If items are no longer current, or in less than salable condition they will not be authorized for return. To obtain a Return Material Authorization (RMA), please call or write Crary Industries, Inc. with the following information: Item number(s) desired to return Item quantity desired to return Reason for return Whole good or kit number, if different from the returned item(s) Serial number (if appropriate) Order or invoice number items were received on Date of order or invoice Invoiced cost of returned item(s)

11 LIMITED WARRANTY Crary Industries, Inc. warrants to the original owner each new Crary Industries, Inc. product to be free from defects in material and workmanship, under normal use and service. The warranty shall extend as shown below from date of delivery. The product is warranted to the original owner as evidenced by a completed warranty registration on file at Crary Industries. Warranty applies to the following products manufactured by Crary Industries, Inc. Product Warranty Period Air Reel 2 Seasons Parts & Labor Crary Wind System Big Top Top Off Auger Cyclone Cutting Systems Replacement Parts 2 Seasons Parts & Labor 1 Year Parts & Labor 1 Year Parts & Labor 1 Year Parts & Labor 1 Year Parts & Labor 90 Days Parts Only (unless superceded by system warranty) THE PRODUCT MUST BE REGISTERED WITHIN 10 DAYS OF DELIVERY OF THE PRODUCT TO THE ORIGINAL OWNER OR THE WARRANTY WILL BE VOID. In the event of a failure, return the product, at your cost, along with proof of purchase to the selling Crary Industries, Inc. dealer. Crary Industries, Inc. will, at its option, repair or replace any parts found to be defective in material or workmanship. Warranty on any repairs will not extend beyond the product warranty. Repair or attempted repair by anyone other than a Crary Industries, Inc. dealer as well as subsequent failure or damage that may occur as a result of that work will not be paid under this warranty. Crary Industries, Inc. does not warrant replacement components not manufactured or sold by Crary Industries, Inc.. This warranty applies only to parts or components that are defective in material or workmanship. This warranty does not cover normal wear items including but not limited to bearings, belts, pulleys and reel tines. This warranty does not cover normal maintenance, service or adjustments. This warranty does not cover depreciation or damage due to misuse, negligence, accident or improper maintenance. This warranty does not cover damage due to improper setup, installation or adjustment. This warranty does not cover damage due to unauthorized modifications of the product. Crary Industries, Inc. is not liable for any property damage, personal injury or death resulting from the unauthorized modification or alteration of a Crary product or from the owner s failure to assemble, install, maintain or operate the product in accordance with the provisions of the Owner s manual. Crary Industries, Inc. is not liable for indirect, incidental or consequential damages or injuries including but not limited to property damage, loss of profits, rental of substitute equipment or other commercial loss. This warranty gives you specific legal rights. You may have other rights that may vary from area to area. Crary Industries, Inc. makes no warranties, representations or promises, expressed or implied as to the performance of its products other than those set forth in this warranty. Neither the dealer nor any other person has any authority to make any representations, warranties or promises on behalf of Crary Industries, Inc. or to modify the terms or limitations of this warranty in any way. Crary Industries, Inc., at its discretion, may periodically offer limited, written enhancements to this warranty. Crary Industries, Inc. reserves the right to change the design and/or specifications of its products at any time without obligation to previous purchasers of its products. NOTE The warranty will not cover gearboxes that have been disassembled within the warranty period. All gearboxes have a two season warranty

12 WARRANTY POLICIES & PROCEDURES INTRODUCTION This warranty is an agreement between the customer, dealer/distributor and Crary, giving each certain rights and responsibilities. The following policy provides guidelines for the equitable administration of this warranty. Please read this manual carefully. Make sure that all employees and agents associated with the handling of any Crary product read and fully understand this manual. We would like to thank you in advance for your qualified help and support of the Crary dealer network. CUSTOMER RIGHTS A Crary customer has the right to expect: Repair or replacement within the warranty period, without charge for labor and parts, any failed covered component, as determined by Crary, to be caused by defects in material or workmanship. The servicing dealer to perform any repairs correctly. CUSTOMER RESPONSIBILITIES A Crary customer is responsible for: Ensuring that the Crary product is registered within 10 days of delivery to the customer. Performing standard recommended maintenance as prescribed in the Owner s manual. Timely replacement of normal wear items. Proper operation of the product. Any damage to the product caused by unauthorized modifications or repairs. Returning the product, at his expense, to the selling Crary dealer for warranty service. Providing proof of purchase when returning the product for warranty service consideration. Paying for warranty parts freight if he requests a shipment method other than the established most economical method. DEALER RIGHTS A Crary dealer has the right to expect: Prepaid normal freight and import tariffs for parts or replacement parts used in the warranty repair. Credit for labor, parts and covered outside expenses applied to their account within 90 days after a properly submitted warranty claim. Adequate setup and/or adjustment instructions. Adequate checklists for Crary required pre-delivery checks that exceed normal industry practice. Telephone technical service support during normal Crary business hours (8:00am to 5:00pm, Central time, Monday through Friday)

13 DEALER RESPONSIBILITIES A Crary dealer is responsible for: Proper setup, adjustment and pre-delivery check of each Crary product. Instructing the customer on proper operation and maintenance. Ensuring that the Crary product is registered within 10 days of delivery to the customer. Contacting Crary Service Department for assistance if the dealer is not able to decide clearly that the failure is due to defects in material or workmanship prior to beginning the repair. Obtaining written authorization from the Crary Service Department prior to performing work on dealer inventoried goods. Authorization must specify what work is to be performed as well as what parts and the amount of labor that will be covered by warranty. Using reasonable judgment in any warranty situation. Performing warranty service at no cost to the customer if the defect is determined to be covered by warranty. Performing all warranty repairs as economically as possible. Warranting of any dealer performed setups, installations, adjustments or repairs. Making the warranty covered repair with individual parts unless the total cost of the required individual parts and labor exceeds the assembly or group price and required labor. Contact Crary for assistance. Paying for warranty parts freight if he requests a shipment method other than the established most economical method. Completing all warranty work within 30 days of receipt of the product from the customer unless an extension has been authorized by the Crary Service Department. Submitting a properly completed warranty claim in US dollars to the respective Crary distributor. Holding all parts removed during a warranty repair for 120 days from the date of warranty claim submittal. These parts must be discarded if a return notification hasn t been sent to the repairing dealer within that time period. Returning parts, assemblies or information within 30 days of the date of the return request. Item(s) returned to Crary Industries, Inc. that are received damaged due to improper packaging for return by the dealer may result in denial of the claim and credit will not be issued. Properly cleaning and packaging parts returned for evaluation to prevent damage in shipment. Returning warranty part, freight prepaid, to the Crary facility in West Fargo, ND, if requested by the Crary Service Department. Parts required to be sent back to Crary Industries, Inc. when warranty claim has been submitted are: FAR/CWS gearboxes, all hydraulic motors and electric actuators. All other parts contact Crary Service to determine if the parts need to be returned. Providing information regarding local or state legislation that may impact this warranty policy to Crary Industries, Inc.. NOTICE Per Service Bulletin AGSIB online claim submission will be available starting January 1, It is our goal to no longer process paper claims (or copies of via or fax) after March 31, Anyone submitting paper claims after this date will be contacted with instruction to submit the claim online

14 CRARY INDUSTRIES, INC. RIGHTS Crary has the right to: Refuse warranty if the Crary product has not been registered within 10 days from date of delivery to the customer. Refuse warranty on non-crary supplied parts. Reverse any or all warranty credits for parts, labor or miscellaneous charges when errors are found or warranty provisions are not followed. Refuse warranty if parts returned for evaluation are not cleaned and properly protected to prevent damage in shipment. Refuse warranty if parts, assemblies or information have not been returned within 30 days of the date of the return request. Refuse warranty if damage or shortages are the responsibility of the dealer or carrier. Refuse warranty if work is performed on dealer inventoried goods without prior written authorization from the Crary Service Department. CRARY INDUSTRIES, INC. RESPONSIBILITIES Crary is responsible for: Providing adequate setup instructions. Providing pre-delivery checklists as required. Providing timely telephone technical service support during normal Crary Industries, Inc. business hours (8:00am to 5:00 pm, Central time, Monday through Friday). Providing instructions, required parts and labor credit for Crary mandated repairs and upgrades. Processing properly completed warranty claims within 30 days of receipt. Alerting the dealer if claimed credit will be delayed because of required vendor evaluation. Requesting needed warranty parts from the dealer within 90 days of receipt of a valid warranty claim. Crediting dealer accounts for valid labor, parts and outside expense incurred to make a warranty repair per the appropriate guidelines as listed below. Paying the most economical freight costs including import tariffs where applicable for shipping warranty parts to the dealer. Modifying this warranty policy as appropriate to comply with applicable laws when they are brought to Crary Industries, Inc. attention

15 WARRANTY LABOR Any labor expense incurred for a valid warranty repair will be credited back to the repairing dealer at a pre-established labor rate multiplied by the authorized amount of time for the claimed warranty repair. The hourly rate will be the greater of $35 (USD)/hour or a rate equal to the posted labor rate in US dollars on file in the Crary Service Department (maximum $85 USD). The posted labor rate will be established at Crary by submitting a letter stating the posted shop rate in US dollars along with a copy of two completed non-crary related shop orders to verify the rate. The posted labor rate paid will be that which is on file prior to receipt of a warranty claim. The posted rate will be limited to a maximum rate established by Crary. Crary reserves the right to change the maximum rate at any time. Crary reserves the right to adjust the requested service time according to the time we feel is adequate to complete the repairs. Crary will credit a repairing dealer at either a specified dollar amount or specified time for Crary mandated repairs or modifications. Crary will credit repairing dealers at either a specified dollar amount or time for pre-authorized repairs or modifications. Crary will credit repairing dealers for the replacement part and labor if a Crary supplied service part fails due to a defect in the part. Crary will not reimburse the repairing dealer for: Repairs necessitated by a previous dealer performed work. Diagnostic time Travel time Service call charges PARTS CREDITS Reimbursement for parts used in warranty repair will only be credited when parts are purchased from Crary. Parts will be credited as Dealer Net, or replaced at no charge whichever may be the case. Invoice numbers on which the original items or repair parts were purchased must be supplied on the completed claim form. All dealers warranty their own work to the customer. OUTSIDE EXPENSES These expenses must be considered necessary to perform the warranty repair and are not normally provided by the dealer. (Example: special welding, precision machining, etc.) Credit for materials or service is made to the dealer at dealer net prices. Outside repair invoices must be attached to the warranty claim. Crary will not reimburse the repairing dealer for: Service vehicle expense Travel expense Shop supplies Shop charges MISCELLANEOUS EXPENSES

16 LAWS Crary has established a warranty policy that applies fairly to all its dealers and customers. Legislation approved by various governmental entities may impact this policy. Crary attempts to stay informed of these changes, but because of the scope of its business, may not be aware of certain issues. We ask that any dealer/distributor forward information regarding laws that may affect this policy to us for our consideration and potential modification of this policy. SERVICE BULLETINS Service bulletins will be issued when required to alert dealers to special repairs or information. Each bulletin will give detailed directions and procedures to complete these services. All service bulletins are posted online by Crary Industries, Inc. and are accessible by Crary dealers by login into their Dealer Portal. USE OF PHOTOS Pictures should be attached to the dealers claim when it is felt they will help identify the condition of the part being repaired or replaced, thus assisting in the approval of the claim. In many cases, the use of photos may eliminate the need to return the parts for warranty evaluation. PARTS RETURN IDENTIFICATION When parts are returned to Crary for either warranty inspection or to be restocked, be sure to clearly mark the shipping box or package with the claim number, the dealers complete mailing address and phone number if possible

17 CUSTOMER SATISFACTION GUARANTEE on Crary GOLD n CUT If customer is unsatisfied with the performance of their Crary GOLD n CUT, the system may be returned for a full refund of the net purchase price. If any Crary GOLD Guards break during the first season FOR ANY REASON within normal usage, Crary Industries, Inc. will replace them at no charge. Applies to guards purchased as part of a complete GOLD n CUT kit

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