Request to Replace New Product Due to Cosmetic Damage 

Topics:

• Cosmetic or structural faults, damage to new products
• Dented doors, bent or out of square frames, dented grilles, compressor brackets 
• Request to exchange a new product with cosmetic damage
• Cosmetic allowance

Answer:

1. The unit must be looked at by a Factory Certified Service Company.
   • Alert the customer we would like pictures of the problem if possible.
2. If the customer observed the unit being damaged during installation or delivery, ask if they have discussed this with the responsible parties and what information they were given.
3. For "concealed" damage situations, including scratches and cosmetic issues:
   1. If they were referred to us for handling and the problem is non-repairable, such as out of square, proceed with replacing the unit at no charge.
   2. If approving an RMT, use the Product Replacement Tool.
   3. Is unit is repairable work with the service company and the customer to promptly take care of the needed repair.
   4. If the issue is minor and cannot be repaired, consider offering a cosmetic allowance to the customer.
   5. Request an invoice to help determine the amount of cosmetic allowance to offer.
   6. If parts are needed, be proactive in making sure parts are expedited.
   7. If moving forward with a cosmetic allowance, follow the current Customer Reimbursement Process.

• Do not call the Dealer, as that will be the responsibility of the Distributor to decide if that is a necessary step.
• If the Distributor is calling us with product at their location, damaged in some way and non-repairable, refer them to their Sub-Zero Sales representative.
• If the Dealer is calling us with product at their location, damaged in some way and non-repairable, refer them to their Distributor for follow through with the Sub-Zero Sales representative.