| 1 |
Appliance(s)
found to be damaged / incorrect type / contents vary on receipt of Bulk delivery
to a Retailer or Local Distribution Centre.
Note! All shortages and damages
must be noted on the proof of delivery document at time of delivery. |
| a) |
Customer should refuse the product and
immediately report it to the Driver. |
| b) |
Driver contacts their Manager who will
inform the Sales Order Processing desk at GDHA. |
| c) |
Driver confirms on delivery note, the
specific discrepancy stating the products. |
| d) |
Customer and Driver sign the delivery
note. |
| e) |
Appliances
are returned to GDHA warehouse on the same vehicle and are booked in by
Warehouse team. |
|
100%
CREDIT WILL BE ISSUED OR REPLACEMENT ORDER FOC. |
| 2 |
Appliance(s)
found to be incorrect type after receipt of Bulk delivery to a Retailer
or Local Distribution Centre.
Note! All deliveries must be inspected
within 72 hours of receipt – no claims will be accepted after this deadline. |
| a) |
If appliance(s) are found damaged within 72 Hours of delivery, the Customer must contact the Sales Order Processing desk at GDHA on 0870 458 9690. |
| b) |
SOP
will arrange the uplift of appliance(s) and appropriate credit arrangement or
replacement order. |
| c) |
GDHA
Returns desk will contact the Customer to confirm the collection date and
uplift number and the Customers corresponding Returns to supplier number /
Debit note reference. |
|
100%
CREDIT WILL BE ISSUED OR REPLACEMENT ORDER FOC. |
| d) |
If
appliance(s) are reported damaged more
than 72 hours after
delivery, the customer should complete a “GDHA Uplift Request” form and fax to Returns desk at GDHA on 0870 458 9963. |
| e) |
Returns
will contact the Customer to acknowledge the request and agree an inspection date
of the appliances by the GDHA Returns Auditor or Service Engineers. |
| f) |
Returns
Auditor will call on the agreed date to inspect the appliance(s). An uplift
number will be given to the Customer which will be used on any debit note
reference. |
| g) |
Where
damage is deemed repairable, parts can be provided free of charge (as a gesture
of goodwill), or, a pre-agreed amount of credit will be issued. |
| h) |
Where
appliances are returned, a blue ‘Return Accepted’ label will be attached. |
| i) |
Where
damage is deemed beyond repair, the appliance will be condemned and a yellow ‘Return
Reject’ label will be attached and the appliance data badge removed. Nil credit will be authorised. |
| j) |
The
Auditor will complete the GDHA “Returns Authorisation Report” and record the
Customers debit note number. A copy is provided for the Customer. |
| k) |
The uplift can not be processed
without a Customers debit number reference. |
| i) |
Products
requiring uplift will be collected on the next delivery of new products, or
within 7 working days. |
| |
|
CREDIT WILL BE AS FOLLOWS |
|
Repack required, no damage to product – 90% credit |
|
Return to GDHA rework – 75% credit |
|
Appliance unfit for GDHA rework – Nil credit. |
| |
| 3 |
Appliance found to be damaged / incorrect type on a GDHA Home delivery / small Retailer
delivery. |
| a) |
Customer
should refuse the product and immediately report it to the Driver. |
| b) |
Driver contacts Home Delivery desk at GDHA on 0870 458 9654 for a fail reference number. |
| c) |
Customer
will be contacted and a replacement product, delivery date and GDHA Engineer slot
(if applicable) will be given and agreed with the customer. |
| d) |
An
uplift number will be given by the Home Delivery desk - the appliance is
returned to the Carrier/Retailer’s depot on the same vehicle. |
| e) |
Retailer
returns are collected as in 2 above. |
|
100%
CREDIT WILL BE ISSUED OR REPLACEMENT ORDER FOC. |
| 4 |
Appliance is found to have a
functional fault on installation. |
| a) |
Service
Engineer will contact the Customer Help Centre at GDHA stating the model type, serial number and specific fault
information. |
| b) |
An uplift number will be given to the
Engineer by CHC Support Team. |
| c) |
A Returns label is completed and
attached to the product by the Service Engineer. |
| d) |
The
customer will be contacted and a replacement product and installation
appointment will be agreed by the CHC Support Team. |
| e) |
Appliance will be collected from the
Customers premises on an agreed date. |
|
100%
CREDIT WILL BE ISSUED OR REPLACEMENT ORDER FOC. |
| 5 |
Appliance found to have or develops a
fault after installation.
Note! Replacement product supplied to customer by Retailer
without prior authorisation from GDHA Customer Help Centre (0870 444 9929) will
NOT be reimbursed. |
| a) |
Customer or Retailer contacts the Customer
Help Centre at GDHA on the following numbers: |
|
Belling |
0870 444 9939 |
|
Stoves |
0870 444 9929 |
|
New-World |
0870 458 9662 |
| b) |
A Service Engineer will be booked to
attend to the fault (chargeable if out of warranty). |
| c) |
Service
Engineer will carry out the repair. In the event that a repair is not possible,
an exchange will be agreed as in 4above. |
|
100% CREDIT WILL BE ISSUED OR REPLACEMENT ORDER FOC. |
| 6 |
Removal of old appliance (during Home delivery
of new appliance) |
| a) |
Prior
notification must have been given by the Customer to the Home Delivery desk at
GDHA. |
| b) |
Delivery note must have a clear
instruction that the old appliance is to be removed. |
| c) |
Carriers
will have an internal text message to advise them that the old appliance must
be removed when the new appliance is delivered. |
|
FOC SERVICE ON DELIVERY OF NEW APPLIANCE. |