Carter-Hoffmann SR1820 - Manual (Page 12)

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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 under-
standing of our goals, expectations, 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.