CARTER-HOFFMANN PHB975 Operator's Manual download pdf (Page 8)

SERVICE EXPECTATIONS

SERVICE PHILOSOPHY

For almost sixty years, Carter-Hoffmann has enjoyed a reputation for manufacturing rugged, dependable

foodservice equipment that permits foodservice professionals serve more food products to more

people, and thus, to grow their business.

Our goal is not only to provide the best food service equipment for the price, but also to back it up with after-sale

service that is responsive fast, efficient and professional. To ensure a clear understanding of our goals, expecta-

tions, and responsibilities, we have prepared this brief document.

Carter-Hoffmann products are innovative and efficient. They are easy to use, easy to clean and easy

to maintain. Although the products are quite reliable they are also designed for easy repair. We believe that a

malfunction to a Carter-Hoffmann product should cause as little inconvenience to the customer as possible. Our

aim is to provide “same day”/first time fix” repair service on all of our products. We are dedicated to making

every aspect of our customer service the standard by which others are judged.

END-USER RESPONSIBILITIES

While we all strive to serve our mutual customers as well as possible that does not mean that

the end-user (including his employees) does not share some responsibilities.

1. All shipping damage must be noted on the freight bill when the shipment is received. Any freight

damages must be collected from the Freight Company, NOT Carter-Hoffmann.

2. The end-user should be advised beforehand to carefully unpack and inspect all products when they are

received BEFORE SIGNING THE SHIPPER'S RECEIPT OF DELIVERY.

3. The end-user must provide a safe, dry, level surface for the equipment to be placed upon.

4. The end-user must provide the proper electrical supply. All in-wall electrical modifications are to

be completed by a licensed electrician. All building modifications are the responsibility of the end-user.

5. The end-user must operate, clean and maintain the equipment in accordance with the

procedures described in the Operation Manual.

6. Carter-Hoffmann is NOT responsible for any loss of the customer’s income, loss of food product, extra labor

charges, or any other incidental or consequential costs as a result of the malfunction of our product.

7. The end-user shall allow for on-premises repair of the equipment to be completed at a mutually

convenient place and time.

WARRANTY SERVICE

1. Warranty service is to be initiated by authorized Carter-Hoffmann personnel only.

2. The service provider is NOT authorized to change or extend any of the terms or conditions of our warranty.

3. Initial freight damage is NOT covered by the product warranty.

CONFIDENTIALITY

1. The end user and all his employees and sub-agents shall protect and keep confidential Carter-Hoffmann’s

proprietary designs, information, and knowledge.

2. All literature and informational materials provided by Carter-Hoffmann are to be considered confidential; they

remain Carter-Hoffmann’s property; and are not to be reproduced without our prior written consent.

SHIPPING DAMAGE CLAIM PROCEDURE

NOTE: For your protection, please note that equipment in this shipment was carefully inspected and packaged

by skilled personnel before leaving the factory. Upon acceptance of this shipment, the transportation company

assumes full responsibility for its safe delivery.

IF SHIPMENT ARRIVES DAMAGED:

1. VISIBLE LOSS OR DAMAGE: Be certain that any visible loss or damage is noted on the freight bill or ex-

press receipt, and that the note of loss or damage is signed by the delivery person.

2. FILE CLAIM FOR DAMAGE IMMEDIATELY: Regardless of the extent of the damage.

3. CONCEALED LOSS OR DAMAGE: if damage is unnoticed until the merchandise is unpacked, notify the

transportation company or carrier immediately, and file “CONCEALED DAMAGE” claim with them. This

should be done within ten (10) days from the date the delivery was made to you. Be sure to retain the

container for inspection.

4. Carter-Hoffmann cannot assume liability for damage or loss incurred in transit. We will, however, at your

request, supply you with the necessary documents to support your claim.

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CARTER-HOFFMANN PHB975 Operator's Manual Page 8

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