Document gDD6DR1rdd2358237n5yn1o49

CC: Mr. Mr. Smith - Legal Dept. C.G. Shut tieworth - Paoli .--- < Mr. Hr. G. E. e. E. Wilson - Ardmore^ Hollingsworth - *aoli 7. r-- M. M* Powers - Paoli March 7* 1963 PLAINTIFF'S EXHIBIT GP-21I4 Mr. J. A. Marian, Gypsum ^roduots Mgr. Johns-M&nville Sales Corporation 22 E. 40th Street New fork 16, New York Dear Joet In reviewing a large number of Johns-Manvilla complaints on Gypsum Products that cover several months at all plants, it is obvious that there needs to be a better understanding on all facets of handling complaints on Gypsum Products made by J-H accounts or J-M salesmen* A careful review of many files indicated these complaints are being carelessly handled. (1) 7oo many J*M complaints show Beatwall for the plant at tbs top of the complaint fora instead of allowing the aetual Beatwall plant aa Acme, Akron* BeatwallBrunswlck, ete. (23 Most J-M complaints do not identify the Beatwall invoice nor the date of the shipment involved with the material sompValued of* or elao It is dons incorrectly* (33 J*M complaint members are oamfhaing* ers duplicated/ frem time ts tins cm different reports* or aaastlmss emitted* and are frequently emitted oa any suoceading ttorvospomdsnss the 141 sal esses or amiss district has to make om the matter* (43 A ahack of the dates involved on the complaint files including date of talismans inspection* data of receipt of tbs Beatwall plant* and so oa indieataa delays in getting the complaint from *41 talc amen to tho Beatwall plant* SGP 0024624 ,-aga Two :ir. J. A. :4arian, Gypsum Products l-igr. Johna-iianvilla tales Torp. (5) There are examples of Bestwall personnel making field trips on J-M complaints with no formal written J-M complaint. In the future, the Bestwall plant and laboratory people will not make a field trip on a J-M complaint without a written complaint report. In emergencies the Bestwall plant people may go but only if the J-M sales office involved confirms the request by telegram Including a oamplaint number for . reference purposes. (6) There are many examples where the J-M sales office involved has not followed up on receipt on the plant*8 reply to the complaint which may request samples, additional information, or cost estimates of the matter involved* In making adjustments, bear In mind that under the ee&treot Bestwall*a liability is limited to replaeing defective materials* The J-M Sales Representative* tike J-M Dlstriet Sales Office, and you can help by keeping this in mind* Where there is a shortage en a shipment which la confirmed by the Bestwall plant involved, cheeking their records, tit# Bestwall invoiceJ-M mill he earrested* However* Bestwall cannot back order or whig msali amounts* Such shortages will bo shipped on the next order to tho aeeount involved when a new order la placed* It mill have te he included in the new order and not tied in with tho previous order* Where there is a complaint at damage la transit* remember that Johno-Msnrillo la the shipper, J- baa tho original hill at lading* and J-M mast aafca the to thm carrier whether it is rail or truskT Again* ins JHI aeeooat, the J-M sales representative, the HI Sftstrftet Bales Office,' and yen earn help Johns-Manvi lie at following op suoh elslne with the carrier immediately* J-M aoeoumta should he adviced te know any damages or shortages mi the truster* delivery tietet on truek shipments, ar ts sail the railroad agent at the destination point teem they note suoh conditions on rail ear shipments* SGP 0024625 Page Three Hr. Jw Am Marian, Gyp bum Products Mgr* Johna-tfanville Sales Corporation Finally, Bestwall responsibility la to Jofans-i'lanville* Bestwall should not and will not hare contact with a J-H account exeept where the Bestwall representative ealla on - he i-A. aooount In company with the J-d Sales Representative a,i a J-A plant re ore* sentative* Any adjustnent made to the Johns-Manvllie aooount Is J*M*s responsibility on both amount and timing* Beatwall'a action relative to Johns~Manville should not effeot J-i-I's relation to the J-M aooount* As we discussed before your first J-M district sales meeting, yon can help the entire problem of Bestwall J-K relatione or complaints by getting the JohnsManville Bales Representatives to follow procedures* This requires accuracy and completeness in orders, complaints. Inquiries, and so on* Very truly yours, B5STWALL-CERTAIH-TEED SALES CORF. CKAlamo C* R, Abbey Admlnietrative Assistant to Director of ilerehacdislng SGP 0024626