Tricell makes every effort to supply quality products through advanced technology and rigid quality control standards. This policy applies to prime materials sales only. 

 

If an issue occurs in the printing or converting process, a judgment of responsibility has to be made cooperatively between the customer, Tricell and other pressroom suppliers. 

 

If this issue is attributed to the Tricell’s product, it is our objective to resolve the problem promptly, equitably and amicably within 30 days of receipt of the written claim. 

 

Claims Policy and Procedure:

1. When a problem is discovered, the customer should immediately contact the Tricell Sales Manager. If the Sales Manager is unavailable at the time, then the customer should contact the Tricell’s Inside Sales Department. The Inside Sales Representative will advise the Sales Manager and/or the mill Technical Department immediately. The technical department will contact the customer.

 

2. A Technical Representative may be assigned to help with the investigation of the complaint. 

 

3. The customer must promptly submit any claim with the Tricell in writing within 30 days from date of the initially reported complaint. A claim will not be considered later than 30 days after the complaint has occurred without prior approval from Tricell. The original invoice must be paid in full. Any claims settlement will be dealt with separately. 

 

4. Registration of a complaint by a customer and acknowledgment that a problem exists by Tricell does not constitute acceptance of a claim.

 

5. The customer is responsible for the proper documentation pertaining to the complaint, i.e. purchase order number, mill order number, roll/skid numbers, history of the complaint, printed and unprinted samples, tape pulls, blankets, inks, fountain solutions. Evidence must be sent via courier to the Claims Analyst.

 

6. The Tricell Sales Manager is responsible for collecting the evidence. It is the primary responsibility of the Tricell’s customers to promptly submit identified samples and other evidence representative of the problem. Evidence such as tape pulls, inks, fountain solutions, blankets and printed/unprinted samples, etc, is necessary. The problem should be identified on the samples of the defective board.

 

7. Upon receipt of all documentation and evidence, the Tricell management will review the claim for acceptance.

 

8. It is our objective to resolve and settle the claim within 30 days of receipt of the written claim.

 

9. Complaints will only be considered on paperboard received within 6 months of the original shipment date.

 

10. The Tricell will not entertain consequential damage resulting from the use of its product beyond its customer’s plant.

 

11. Claims cannot be deducted from the original invoice. 

 

12. Claim follow-ups are to be addressed to the Claims Analyst. 

 

13. Claims must be filed and will only be paid to the “sold to” customer. 

 

Note: A customer is defined as the sold to or ship to party, merchant, broker, agent, printer, converter or end user.