October 29, 1971 Mr. Chester H. Smith, Page 6 We concede that Mr. Hileman has a valid point in connection with his complaint concerning shipment delays of the two compressor orders from our parts supplier, Sunbeam Appliance Service Company in Downers Grove, Illinois. The replacement compressors referred to in Mr. Hileman's letter of September 13 were both shipped on September 15. As to the Hileman order of August 30, 1971, the parts supplier raised a question on the order by return mail (the parts supplier should have called Mr. Hileman), and Mr. Hileman's reply was probably received on September 9 or 10. Mr. Hileman's order of September 2 was probably not received until September 7 or 8, because of the Labor Day weekend. Still, we concede that these orders should have been shipped earlier. However, I feel I should point out that on real emergency orders, our dealers frequently call the orders in and these orders are then supposed to receive priority. Mr. Hileman apparently did not feel the orders were of sufficient emergency to use the phone. Also, I have reviewed all orders received by Downers Grove from Hileman for 1971 and I find that the two orders for compressors are the only ones in which there were significant delays of shipment. The others were shipped within three business days of receipt and some on the date of receipt. We have taken steps to re-emphasize the importance of prompt handling of orders for parts. MILE-HIGH EQUIPMENT COMPANY ICE MACHINE ADDITIONAL FOUR-YEAR WARRANTY For Motor Compressor In addition to the One Year Warranty on the said ICE-O-MATIC Ice Machine, we warrant This warranty does not apply to destruction or damage caused by alterations by unauthor- No representative, dealer, distributor or any other person is authorized or permitted to make ICE OMATIC MILE HIGH EQUIPMENT CO. DC. Smith Де President OOOES 456. LITHO USA AUTOMOTIVE AIR BRAKE Co., To all Bendix-Westinghouse OEM accounts. Attached please find a revised list of Authorized Bendix-Westinghouse Wholesalers. These wholesalers are ready to serve your customers with replacement compressors and parts. Should there be any instances when your customers are unable to obtain service from one of our wholesalers, I will be glad to assist you in the matter. In such instances' please have your customer inform you of the (1) name and location of the wholesaler, (2) the name of the individual in the wholesaler's place of business with whom your customer talked, (3) the model number and complete serial number of the compressor involved. With this information, I will be glad to investigate the matter with the wholesaler. Please be sure that your customers understand that warranty replacements are handled through our wholesalers by (1) the purchase of a replacement compressor by your customer, (2) the return of the compressor to Bendix-Westinghouse by the wholesaler, (3) and credit being received after an inspection at the Bendix-Westinghouse factory verifies that the compressor was defective. THERE ARE NO CIRCUMSTANCES WHERE YOUR CUSTOMER WILL RECEIVE A NO CHARGE REPLACEMENT FROM A WHOLESALER. Our wholesalers will charge your customer for the replacement compressor and on in warranty items, he issues credit when credit is received from Bendix-Westinghouse. On systems where there is a five year warranty, it should be made clear to your customers that the "FIVE YEAR WARRANTY" is extended by the manufacturer of the equipment, NOT by Bendix-Westinghouse. The replacement compressor for a five-year warranty should be supplied by you or a replacement can be purchased from the nearest Authorized Bendix-Westinghouse Wholesaler. The dealer can then submit his invoice from the wholesaler to you for reimbursement. The wholesaler can not make a "no charge" replacement to your customer under your five year warranty. If there are any questions about the handling of replacement compressors please feel free to contact me or refer any of your customers to me. Yours very truly, |