Parts Price Policy. The standard terms on all parts orders are NET 30 days.

Size: px
Start display at page:

Download "Parts Price Policy. The standard terms on all parts orders are NET 30 days."

Transcription

1 Parts Price Policy GENERAL The pricing policies of Partners Choice for distributors are based on the functions being performed by the distributor. The distributor purchases parts at a multiplier of the Partners Choice published list price. All generic replacement parts purchased through Partners Choice carry a one year warranty unless noted otherwise. If the manufacturer s warranty exceeds the standard parts warranty, Partners Choice will honor the term of the manufacturer s warranty. The standard terms on all parts orders are NET 30 days. By taking full advantage of the program policies outlined in this manual, distributors can minimize acquisition costs and be competitive in the replacement parts market. We will be merchandising our entire line of parts under the name of Partners Choice. WARRANTY POLICY It is Nortek Global HVAC s policy that distribution purchase all warranty parts from Nortek Global HVAC. Use of replacement parts purchased from third parties for the purposes of providing warranty service on Nortek Global HVAC equipment is not permissible. Nortek Global HVAC will not provide warranty compensation when un-authorized replacement parts are utilized (see exclusions indicated on warranty documentation). PRICING PUBLICATIONS Partners Choice uses the Replacement Parts Price List as the basic publication to detail list prices on the parts Partners Choice makes available to distributors. 1. Printed Price List - Partners Choice publishes monthly its replacement parts prices. The price pages are available on the Partners Choice site in enora. 2. Changes to Price List - Revisions may be issued between monthly price list publications. Revisions to the price list may include the addition of new part numbers, the deletion of part numbers no longer available or substituted for another part number, and price increases or decreases. Although prices are subject to change without notice, large scale revisions will be issued and notice provided, not less than thirty (30) days prior to their effective dates. 3. List Price - The list prices in Partners Choice publications are suggested list prices only. They are for the convenience of the distributor and the distributor s customers. The list prices should not be interpreted as being a determination of what a resale price should be. 614A-0118 Parts - Page 1 Residential Distributor Marketing Manual

2 DISTRIBUTOR PURCHASE PRICE 1. Effective Dates - All parts purchased are invoiced at the distributor price in effect at the time the order is shipped by Partners Choice. 2. Special Program Orders - Pricing of certain merchandising programs may differ from the aforementioned stated policy. The special program terms of sale will be printed on the merchandising order form or other program materials. 3. Distributor Net Price - The current distributor net price is based on a multiplier of the list price. Partners Choice will make every reasonable effort to lower parts prices occasionally to help distributors and their customers be competitive parts sources. It is the policy of Partners Choice not to provide adjustments to distributors based on prior distributor purchase prices. When Partners Choice decreases the price of a part, no billing adjustment will be made for purchases made at higher prior prices. 4. Billing Adjustments - For billing discrepancies or special situations, a Return Goods Authorization (RGA) MUST be submitted through enora. It is the discretion of Partners Choice to scrap or return the product. 614A-0118 Parts - Page 2

3 Ordering Procedures GENERAL The proper and accurate ordering of replacement parts is one of the most important functions for maintaining an adequate parts inventory in support of equipment sales and customer satisfaction. The information that follows covers virtually every ordering situation that can arise in day-to-day working conditions. ORDERING SYSTEMS 1. Ordering - All parts orders should be mailed, ed, entered through enora, EDI or FAXed to your Parts Inside Sales Representative. To help avoid communication errors, enora, mailed or FAXed orders are recommended. The dedicated FAX number for Partners Choice is All orders are released immediately upon stock reservation, generating backorders of any items not in stock at the time of the order, unless the order states ship complete. 2. Packing Slip - Each order is assigned an Order Number printed on the packing slip. If parts are back-ordered, then later released and shipped with another order, the original Order Number with an added suffix letter to denote back order will also be shown on that order. 3. Order Inquiry and Follow-Up - Information concerning a particular part ordered can be obtained by using enora, Order Inquiry or contacting the Partners Choice Inside Sales Representative. Please provide as much reference information as possible, including the Customer Account Number, Order Number and Distributor Purchase Order Number. To reduce call volume, it is preferred that Order Inquiries be made via enora, Order Inquiry. 4. Superseded Part Numbers - Superseded part numbers are carried in the computer file until the next revision of the Parts Price Pages. When new price pages are issued, they will contain current part number information as well as number information for superseded part numbers. Distributors should order by the current Partners Choice part number. This should be used to update distributor inventory records. 5. Substitutions - Part number substitutions are made at Partners Choice s option without prior notification unless a distributor specifically indicates on the order Do Not Substitute. Prices may vary on items when substitutions are made. Substitutions are noted on the invoice. 6. Part Numbers Not Listed on the Price Page - Part numbers not listed on the price page have either been superseded or are no longer available. If a part number is not on the price page, you should first check the superseded part numbers listing. If the part number does not appear on either the parts price page or the superseded part numbers listing, 614A-0118 Parts - Page 3 Residential Distributor Marketing Manual

4 the part number is either for a very old model and is no longer available or is for a brand new model. The Replacement Parts List for all new models will be included in the literature roll-out for each new model introduction. All new part numbers will be included in the next update of the Parts Price Pages. Please Note: Ship ASAP will not be interpreted as ship Priority Status. The order will be handled as a regular order. 7. Back-orders - All orders are released as soon as stock is available. 8. Proof of Delivery - Assistance for Proof of Delivery for parts orders may be requested through the Partners Choice and Nortek Global HVAC S Traffic Department. Proof of Delivery must be requested within sixty (60) days of shipment and invoice date. To assist the Partners Choice Inside Sales Department in handling your order promptly and efficiently, the following items should appear on each order form: A. Distributor Name B. Address C. Customer Number D. Correct Partners Choice Part Number(s) E. Correct Order Quantities F. Order Type Regular or Priority G. Requested Ship Date H. Correct Ship To Address I. Your Purchase Order Number J. Name and Phone Number of Person Placing Order 614A-0118 Parts - Page 4

5 Availability Policy In order to provide the customer with reasonable use of their equipment, it is the policy of Partners Choice to make replacement parts available in a time frame consistent with the age and usage of the equipment. The following table outlines the availability of service parts for units manufactured by Nortek Global HVAC. The years indicated reflect the minimum amount of time Partners Choice will normally attempt to keep an original part (or approved substitution) available for each classification of part. Due to sales trends, many parts remain available for longer periods of time than those indicated below: Operational Parts Availability Compressor Fan Motors Electronic Controls Heat Exchangers Refrigerant Circuit Components Coils Fan Blades Blower Wheels Electric Heating Elements Blower Shafts It is Partners Choice s option to discontinue availability of replacement heat exchangers prior to the warranty exposure date of the last unit produced. In lieu of a replacement heat exchanger a cash allowance may be offered towards the purchase of a new furnace. CANCELLATIONS There are several reasons for a distributor to cancel an order; however, various conditions must be met in order for Partners Choice to efficiently serve the customer. Any cancellation request may be made by telephone but must be followed up in writing by the distributor within 24 hours or the order will be released for shipping. Confirmation or denial is not confirmed until the distributor receives notification from Partners Choice. An order may not be cancelled after it has been released to the warehouse for shipment. A back-order may be changed or cancelled at any time with written request, provided the order has not been released to shipping. Special orders cannot be cancelled. Non-Operational Parts Availability Cabinet Parts Decorative Parts Paint Blower Housings Gas Manifolds 2 years 2 years 2 years 3 years 3 years All lengths of availability shown are based on the year-end production date of the last unit on which the part is used. 614A-0118 Parts - Page 5 Residential Distributor Marketing Manual

6 Parts Identification Occasionally it may be necessary for a distributor to request assistance in identifying a particular part. When a distributor cannot identify the required part numbers by reference to published parts information documents, the following procedures should be followed. 1. Requesting Assistance - All requests for information or assistance should be made to a Parts Technical Representative. Your specific concern will be answered by the Parts Technical Representative or documented by them. It is their responsibility to make sure distributor questions are investigated properly. All recommendations of substitute parts and/or suppliers, and all drawings/descriptions are furnished without representation or warranty with respect to quality, merchantability, fitness or suitability of such parts or suppliers for the customer s particular needs or purposes. Customers should be informed that Partners Choice assumes no liability for loss or claim arising from such recommendation. 3. Parts Not Available - Parts not listed on the price list are generally not available unless they are for new models and are pending addition to the publication. Parts not listed are no longer available because they are dated beyond availability policy and have insufficient demand to warrant continued stocking and handling. You may be able to locate a substitution listing included in the current parts price list. 4. Parts Database Access - Through enora, Distributors can now access the Partners Choice Parts Quest (parts database) for warranty and non-warranty parts information. 5. The Contact - The primary contacts for assistance in parts identification will be through the Technical Parts Department. The primary contact for order status information will be enora at Order Inquiry. 2. Information Required - In order to expedite requests for parts identification assistance, the following information is requested from the distributor: A. Brand of unit. B. Unit model number. C. Unit serial or appliance number. D. Correct description of part. E. Any other pertinent information to the problem. 614A-0118 Parts - Page 6

7 Types of Part Orders Please see the Sales section of this distributor Marketing Manual for additional information regarding terms and pricing. GENERAL There are three basic types of parts orders available to all distributors. They are: 1. Regular Parts Orders (RPO) 2. Priority Parts Orders (PPO) 3. Preseason Parts Orders From time to time special promotional offers will be made on one or more parts product groups. Specific details for these programs will be announced at the time of the offer. A preseason order program is discussed later in this section. REGULAR PARTS ORDERS The Regular Parts Orders should be used for all standard orders. 1. Frequency - Orders can be placed from 7:00 A.M. to 4:30 P.M. Central Time, by , enora, EDI or FAX to the Inside Sales Representative. Use only (1) method to submit an order to reduce / prevent duplication of orders. 2. Shipment - Regular Parts Orders will ship as soon as product is available. Orders will normally be scheduled for shipment within two (2) business days following the day the order is received, for all stock items. 3. Freight - Transportation charges are freight prepaid and are added to the invoice. Distributor pays the freight charges, unless the invoice is over $2,500. If the order is over $2,500, the order is shipped prepaid freight. 4. Drop Shipment - There is a $20.00 charge for drop shipments. Drop Shipment orders require a physical address and phone number. International drop shipments also require a contact name at the site of delivery. 5. Minimum Order Amount - The minimum order amount of Regular Parts Order (RPO) is $50.00 at the distributor s net billing price. PRIORITY PARTS ORDERS Priority Parts Orders should be used for orders that must ship same day of order. 1. Frequency - Priority Parts Orders are accepted by Partners Choice at any time between 7:00 A.M. to 3:00 P.M. Central Standard Time. All Priority Orders will receive the highest priority in processing and shipment. 2. Shipment - Orders will normally be scheduled for shipment the same day as received if received by 3:00 P.M. Central Time. Orders received after 3:00 P.M. will normally be scheduled for shipment the next business day. 3. Freight - Transportation charges are freight prepaid and added to invoice. Distributor pays the freight charges. 614A-0118 Parts - Page 7 Residential Distributor Marketing Manual

8 4. Mode of Transportation - The distributor can specify the desired mode of transportation on the purchase order. Partners Choice will make every effort to comply with the distributor s request. If there is no specified mode of transportation on the purchase order, Partners Choice will select overnight shipment or fastest other mode of shipment. 5. Priority Order Charge - All Priority 1 Parts Orders will be billed with a special service charge of $ Drop Shipments - Replacement parts on a Priority 1 Parts Order may be shipped directly to a distributor s customer at the request of the distributor. Additional freight expenses, if any, shall be paid by the distributor. 7. Maximum Order - Priority 1 orders cannot exceed $1,000 at the distributor s net billing price. 8. Request for Priority - Clearly mark an order for Priority status, Ship ASAP will NOT be considered a Priority status request. PRE-SEASON PARTS PROGRAM ORDER Partners Choice offers distributors additional opportunities for discounts through an annual Air Conditioning and Heating preseason program. The discounts are based on the dollar amount of the order as well as the lead-time given between when the order is received and the requested ship date. Standard terms apply on all preseason orders unless the program states otherwise. The Air Conditioning preseason program will be mailed out in January of that year. Please refer to this mailing for specific dates of when orders are due into the parts department and when orders can be scheduled for delivery. The Heating preseason program will be mailed out in July of that year. Please refer to this mailing for specific dates of when orders are due into the parts department and when orders can be scheduled for delivery. All preseason orders can be adjusted up to 30 days prior to shipment, as long as they do not fall below the qualifying level. 1. Frequency - Any number of preseason orders can be given, however each order must qualify individually for its level of discounts. Refer to the preseason mailings for specific time periods when orders can be scheduled for delivery. 2. Shipment - Orders will normally be scheduled for shipment within five (5) business days of the requested ship date. 3. Freight - Freight costs are prepaid by Partners Choice, with no charge to the distributor on qualifying orders. 4. Mode of Transportation - Partners Choice will select the appropriate mode of transportation for preseason orders. 614A-0118 Parts - Page 8

9 ORDER ENTRY AND FREIGHT POLICY ORDER CLASSIFICATION METHOD OF SHIPMENT FREIGHT POLICY ORDER CYCLE COMMENTS IF WAREHOUSE IS OUT OF STOCK REGULAR PARTS ORDER ($50 minimum) Common carrier/normal transportation. Pre-paid and add to invoice if less than $2,500 Normally shipped within 48 hours. Minimum $50 order at distributor net price. No limit on frequency of order. Freight paid by distributor, unless order is over $2,500. Drop ship charge of $20. Expedite from plant or vendor. PRIORITY PARTS ORDER (No $ minimum) ($1,000 maximum) Overnight or fastest alternative. Pre-paid and add to invoice. Shipped same day if ordered by 3:00 p.m. Central Standard Time. Next business day if later. Service charge of $20 per order. No limit on frequency of order. Freight paid by distributor. Must clearly state Priority. Expedite from plant or vendor. PRESEASON Common Pre-paid PARTS ORDER carrier/normal Over $2,500 transportation. Shipped within five (5) working days of requested ship date. Minimum of 30 days lead time. Receives qualifying discounts. Freight pre-paid by Nortek Global HVAC. Receives priority reservation. Backorder until stock is available. 614A-0118 Parts - Page 9 Residential Distributor Marketing Manual

10 Loyalty Rewards The Partners Choice Loyalty Rewards program is offered to all distributors after completing one full year as a Partners Choice distributor. The eligible distributor will be given a parts quota, separate from their equipment quota, at the beginning of each calendar year. The quota will be based on their net parts purchases (after credits for warranty claims). Parts purchases made from January 1 through December 31 will accrue towards the distributor quota for that year. If the distributor reaches their quota they will receive a credit to their account during the first quarter of the following year. The Loyalty Rewards rebate program is as follows: Earn ½% rebate for meeting parts quota. Earn additional rebates if the distributor s parts to equipment ratio meets one of the scenarios below. Parts/Equipment Ratio 10% Parts/Equipment 12% Parts/Equipment 14% Parts/Equipment 16% Parts/Equipment 18% Parts/Equipment Rebate for Meeting Quota Additional Rebate Grand Total of Rebate Earned 0.5% 1% 1.5% 0.5% 2% 2.5% 0.5% 3.5% 4.0% 0.5% 4.5% 5.0% 0.5% 5.5% 6.0% No credit will be received if the parts quota is not obtained. All Loyalty Rewards credits will be issued as a credit to the distributor s account the following year. 614A-0118 Parts - Page 10

11 Return Policies Partners Choice recognizes the importance of parts inventory management to a distributor and has made provisions for parts returns, provided certain conditions are met. All parts returned under any of the return programs must meet the following requirements. 1. Eligible Products - Replacement parts eligible for return under any of the return programs are limited to new and unused parts, excluding the ineligible parts as defined below. Only those parts identified in the current published price list that are not being scheduled for phase out by Partners Choice Parts Inventory Control are eligible for return. All other parts are sold on a final basis only. If returned parts are determined not to have been purchased directly from Partners Choice or in any other way found ineligible, Partners Choice reserves the right to retain these parts and dispose of them. All parts to be returned must be readily resalable, undamaged, identifiable by Partners Choice part number and in original cartons. Eligible items may be returned prior to 180 days from order ship date. 2. Ineligible Products - The following products are ineligible for return under the annual return program: A. Gaskets/seals. B. Case or Skid Quantity items (packages containing more than one part, all of which are identical, that have been opened). C. Kits (packages containing more than one part, all of which are not individually identified and identical). D. Belts, hoses and all rubber items. E. Aerosol products, items classified as hazardous materials (HAZMAT), Chemicals, Refrigerant and paint. F. Filters. G. Competitive branded parts (not purchased directly from Partners Choice). H. Promotional items offered at a special rate: Promotion, Pre-season Order, Special Quote, etc. I. Items not in new and resalable condition. J. Sheet metal parts, such as cabinet parts and decorative parts. K. Ducts, duct packages, grilles and registers. L. Coils and Heat Exchangers. M. Compressors and motors over 20 months old from date of purchase. N. Parts must have a list price of at least $ O. Obsolete items (Items no longer available). P. Fireplace or Water Heater Parts. Q. Items shipped more than 180 days from date of intended return. 3. Prior Approval - No part is to be returned unless prior approval has been given, via a Returned Goods Authorization (RGA). The distributor is responsible for submitting all items they wish to return on an RGA through enora. The RGA will be reviewed to ensure all parts listed are eligible for return. An authorization 614A-0118 Parts - Page 11 Residential Distributor Marketing Manual

12 number will be issued and the RGA will be ed back to the distributor. This form should then be used as a packing list and returned with the product. 4. Return Time Limit - Parts not returned within thirty (30) days of authorization to return will no longer be eligible for return without renewed authorization. 5. Freight - Return parts to Partners Choice shall be made freight prepaid by the distributor. Partners Choice will not reimburse shipping costs on distributor ordered-in-error returns. Return shipping costs chargeable to Partners Choice (for Partners Choice shipped-in-error items only) should be noted as collect freight on the RGA submittal. 6. Verification of Return - The distributor will be issued credit after receipt and processing of returned materials by Partners Choice. All accounts and verification of parts returned are as determined by Partners Choice and shall be final. 7. Disposition of Returned Material- Returned material which does not qualify for credit will be returned to the distributor (transportation collect) or scrapped at the option of Partners Choice. 8. Damaged or Lost in Transit - Responsibility for shipping damage of the product is transferred to the distributor upon delivery of goods in good order to the transportation company (upon shipment). The purchaser is responsible for damage or loss of goods in transit. If the shipment is offered to the distributor by the transportation company in poor or damaged condition, the purchaser may refuse the damaged items ONLY, and should require the transportation company s agent to make notation of damage or shortage on both copies of the delivery receipt (SKUs, quantities and nature of damage). The carrier will take the refused freight back to his terminal and will contact Partners Choice, Nortek Global HVAC s traffic department for disposition. Normally, the merchandise will be returned to Partners Choice. Then notify Partners Choice, Nortek Global HVAC Traffic department of refusal of all or part of a damaged shipment. Contact Partners Choice, Nortek Global HVAC Traffic department at or or Fax to Concealed damages - should be reported immediately to your District Sales Manager (DSM), then follow the same procedures as stated in Section #8 above. STANDARD PARTS RETURN Standard Parts Return Programs at Partners Choice include return procedures for parts ordered in error by the distributor and parts shipped-in-error by Partners Choice. Additionally, Standard Parts Return Programs include returns pertaining to defective parts and parts packaged or marked-in-error. 614A-0118 Parts - Page 12

13 Distributor Ordered-in-Error Parts 1. Parts Eligible for Return - Only parts identified in the published price list, not scheduled for phase out by Partners Choice Parts Inventory Control or are not excluded as ineligible, are eligible for return. 2. Return Conditions A. Request for return of material must be submitted on an RGA on enora and must be made within thirty (30) days from the ship date. Distributor Ordered-in-Error must be noted as the reason for the return request. The Partners Choice order number must be referenced on the RGA. B. Upon receipt and verification of materials, the distributor will be credited at the net price on the invoice. However, a deduction of 15% from the distributor net price will be made for handling and inspection. C. Freight charges for the return of parts ordered-in-error are the responsibility of the distributor. OTHER PARTS RETURNS 1. Promotional Programs - From time to time, parts merchandising programs may be offered to distributors that include terms of sale and return privileges different from standard policy. If so, the terms of sale and return privileges will be printed on the special promotional program order form. 2. Partners Choice Shipped-in Error - In the event of a Partners Choice shipping error (quantity or wrong part), all classifications of parts will be considered if a RGA is submitted within thirty (30) days from the ship date. Upon approval, distributors may return the part freight prepaid. Distributors will be credited the distributor net price paid along with the prepaid freight charges. A copy of the Partners Choice invoice or reference to the order number must be included with the return request. 3. Defective Parts - The distributor should file a Warranty Claim form (#6070) with Partners Choice, Nortek Global HVAC Warranty department under the terms of Partners Choice warranty for any defective parts. 4. Packaged or Marked-in-Error - There is no time limit on the returns in this category, except for non-stock items. Non-stock items should be returned within thirty (30) days from the ship date. The RGA process must be used for these return requests. Upon approval, distributors may return the part freight prepaid. Credit will be issued for the current distributor net price plus the prepaid freight charges. 614A-0118 Parts - Page 13 Residential Distributor Marketing Manual

14 Field Scrap and Return Material Procedures PROCESSING OF FIELD SCRAP OR RETURNED MATERIAL PARTS If the distributor has more than one location it may be practical to have all defective parts sent to one location. Combining this field scrap process, may speed up the defective part credits issued from Partners Choice. Exceptions are noted below. There is no time limit on the returns in this category, except for non-stock items. Non-stock items should be returned within thirty (30) days from the ship date. The RGA process must be used for these return requests. Upon approval, distributors may return the part freight prepaid. Credit will be issued for the current distributor net price plus the prepaid freight charges. Exceptions: a. Compressors that are returned for credit should have the liquid and suction line soldered shut. The compressor should be returned directly to Copeland, not Partners Choice, wherever possible, via common carrier freight prepaid. Note: Please use care in packaging all parts being returned. 614A-0118 Parts - Page 14

15 Warranty Policy and Claim Procedures PARTNERS CHOICE WARRANTY Parts purchased for resale have a 1 year warranty from date of consumer purchase. Documentation, proof of purchase must be presented with warranty claim by the homeowner. Verification of warranty must be documented by proof of purchase. If a manufacturer warranty, if greater than 1 year will be honored with proof of purchase. Parts procured through Partners Choice and used to fulfill a Nortek Global HVAC warranty will be warranted the remainder of the original warranty. WARRANTY CLAIM PROCEDURE File a warranty claim through the Nortek Global HVAC Warranty Department at A serial number will be required to make a claim. The serial number consists of four elements: P for parts, two digit month, two digit year, six digit part number. EX: P is a part purchased September of 2006; part number of A model or SKU number is also required to make a claim. The model number is the part number. 614A-0118 Parts - Page 15 Residential Distributor Marketing Manual

16 Customer Relations PARTNERS CHOICE CONSUMER OR CONTRACTOR RELATIONS Policy and Procedures GENERAL Most communication with a Consumer or Contractor is conducted between them and their Distributor. As a policy, Partners Choice does not interfere with that relationship, but serves to support the Distributor directly. If there is a complaint, it will be handled by the appropriate partner, as detailed below: PARTNER RESPONSIBILITIES FOR HANDLING A COMPLAINT 1. Customer Service: Nortek Global HVAC s Customer Service Department provides a clearing house for telephone and written inquiries received directly from consumers as well as inquiries from various state consumer agencies, the Better Business Bureau and attorneys. Customer Service Department may be reached at , #1. 2. Sales: Inquiries that deal with sales-related elements such as a need for literature, product or pricing are forwarded to the Partners Choice distributor for the resolution of the inquiry. Parts Inside Sales Representatives do not provide sales-related elements. 3. Technical Services: Inquiries that deal with a technical problem with the product are forwarded to the Partners Choice distributor for resolution of the inquiry. If further assistance is necessary, Nortek Global HVAC s Technical Services department may be consulted at , #2 for the Technical Services Department. Parts Inside Sales Representatives do not provide technical service. 4. Partners Choice Distributors: Consumer or Contractor inquiries that have been sent to the distributor are handled by the distributor locally. Consumer or Contractor inquiries that have been sent to the Partners Choice Inside Sales Representative will be redirected to their local Distributor. Distributors should not send inquiries to Partners Choice Inside Sales Department, but contact their ISR directly for assistance. TYPES OF INQUIRIES, RESPONSES AND PROCEDURES Note: Inquiries that involve personal injury, property damage or economic loss should be reported immediately to the Partners Choice Risk Manager at , following the procedures outlined in Partners Choice policy. 1. General Inquiries: Inquiries of a general nature will be answered directly by the Distributor. Partners Choice Parts Inside Sales Department will redirect these inquiries to the appropriate Distributor to be resolved. No permanent record or follow-up will be maintained. 614A-0118 Parts - Page 16

17 2. Parts Assistance: Inquiries regarding parts identification, pricing or availability are directed to the nearest distributor for handling. If the distributor had previously been involved and is unable to assist, the Distributor may contact Nortek Global HVAC Customer Service. 3. Service Assistance: Inquiries regarding the need for service assistance are forwarded to the Partners Choice distributor for handling. If the distributor had previously been involved and is unable to assist, the inquiry will be sent to the Partners Choice District Sales Manager and/or Nortek Global HVAC s Technical Services Department at , #2. 4. Complaints: All complaints are documented by Nortek Global HVAC s Customer Service Department at , #1. 5. Consumer Concessions Occasionally on-going disputes cannot be handled in a normal manner. Distributors should review these problems with the District Sales Manager. PARTNERS CHOICE DISTRIBUTOR RELATIONS Policy and Procedures GENERAL Most communication is conducted between Partners Choice and our Partners Choice Distributors. If there is a complaint, it will be handled by the appropriate partner, as detailed below: PARTNER RESPONSIBILITIES 1. Customer Service: Nortek Global HVAC s Customer Service Department provides a clearing house for telephone and written inquiries received directly from distributors. 2. Sales: Inquiries that deal with sales-related elements such as a need for literature, product or pricing are forwarded to the Inside Sales Department for the resolution of the inquiry. 3. Technical Services: Inquiries that deal with a technical problem with the product are forwarded to Nortek Global HVAC s Technical Services department for resolution of the inquiry at , #2 for the Technical Services Department. Inside Sales Representatives do not provide technical assistance. TYPES OF INQUIRIES, RESPONSES AND PROCEDURES Note: Inquiries that involve personal injury, property damage or economic loss should be reported immediately to the Partners Choice Risk Manager at , following the procedures outlined in Partners Choice policy. Distributors are expected to be the main point of contact for the Contractor on all issues. In 614A-0118 Parts - Page 17 Residential Distributor Marketing Manual

18 an effort to better serve you so you can better serve your Contractor, Partners Choice Inside Sales Department will assist in the following ways: Provide information and services to the distributor, to support their business: part number, availability, price or order status. The Parts Inside Sales Department does not provide technical assistance. Assist with order entry when necessary. Distributors are encouraged to enter their own orders via enora or EDI. However if an order is submitted via fax, the Parts Inside Sales Department will manually enter the order, generating a confirmation. Please do not ask your Contractor to contact us directly unless it is for technical support, in such case, please have them contact our Technical Services department. We do not provide this information to a Contractor directly. Assist with RGA on-line entry when necessary. It is the distributor s responsibility to enter and submit RGAs. 614A-0118 Parts - Page 18