Document r63vdM2p5oq4LjJwXookbYRd7

Sh e r w in -Wil l ia ms Pa in t , Va r n is h a n d La c q u e r 9% X23* t-ss soieo ROUTINE AND POLICY La b o r a t o r ie s Consecutive No. 1*?^ rnoM t h e DIRECTOR DF SALES Cl e v e l a n d January 3, 1961 COMPANY CONFIDENTIAL Subject: Product Liability \ Expressed and Implied-^Warranty \ \ Important - Read Carefully Through extensive research and product development, the Sherwin-Williams Co. manufactures and delivers to the customer the best possible product finish for the intended purpose. ' While it is very important that the proper Industrial coating be recommended, there are many other factors of equal importance which affect the success or failure in performancet of a product finish. ThiB is particularly true as modern paint . ` chemistry becomes more complex and new and unique Industrial coatings become avail-able to.industry. . . .. , '. . . v.-- . As a manufacturer and supplier of Industrial coatings, "... we are obligated to ourselves and the customer- to see that the - v proper product or system is recommended; and approved by the-. customer, and that he fully understands the proper application . . : ... . of the coating and the results he should expect. Too frequently : : . ;. we are faced with settlement of claims caused by practices . . . beyond our control and.not due to a substandard or faulty paint .. product. ' : .' .' ' As follows are important factors which very frequently. _ are responsible for poor results or failures which must be care-- ' ' fully considered in recommending products-:or`systems.to Product > ' Finishing accounts: - - .V'= . l._ Wrong product selected for.purpose.:,. ; v . ... 2. Improper or'no preparation of metal pr surface. " .-- - .:... 7 it; ' dJse.:Of;bxcessiye ;6r wrong thinnersi'7^/^: .. - j A. 7 Improper Application method' or technique .. ;5.;.;- PCbrj';<Lfyihg' 'cr. baking conditions; -i'"'" N15603.01 0007-SWP-0059316 r ! i i r iitt 2- - 6. Inadequate coats or film thickness for expected wear or exposure. 7. Special requirements (chemicalf moisture resistance, etc.). 8. Interchange or substitution of products within a system. 9. Where toxicity of product is a factor. All of the above points are covered in detail, by product, in the brochures or technical data sheets contained in the Brown Label Manual. These should be studied carefully before recommendations are made. '' Where special developments are involved, full and complete information on the performance of these products for the intended use should be obtained in writing from the laboratory through your Begional or Product Finishes sales office before recommendations are made to the customer. ' REDACTED FOR PRIVILEGE The selection and adoption of an Industrial coating is the Joint.responsibility of the supplier and the customer. In every case involving production line accounts, the coating . . should be applied, subjected to all of-the customer's tests and end\use_requirements, and finally approved by the customer . as suitable for'his"use before being put on his production line.;" ./ - . Occasionally a prospect asks for a guarantee on an ' Industrial finish. Neither we nor other reputable industrial . : finishes manufacturers can furnish such a guarantee for obvious' reasons. After the customer has tested and approved the system - ' recommended, we do, however, through very strict quality control make every, effort to adhere to the adopted standard to insure . . expected performance./'- We can recommend a material, but under .... '.' no circumstances'can we. guarantee results. :: ; - . : ; 7 .' Many timesi we are subjected to claims because a ' customer, has.'elected';to change some part of an approved system ' :.in ..the-.interest-of -fa's.ter. production;,, faster drying, lower. . .mterial costro'r-other'factors. .This practice may arid often ; ., /doe's weaken;/or c6mpTetely"destroy durability,-adhesion or other the ..individual-. products in- yolved'are'/iip. to itandard'in "every respect; arid the sale :of-; ' V--" r--in'*.'V . ~^ t r..-. . 0007-SWP-0059317 '' ** 3- a few gallons of finishing materials for the sake of "getting an order" can result in very substantial losses to your Branch and the Sherwin-Williams Co. . When such practices are observed by Branch Managers or Representatives, the customer should be informed, in writing if necessary, that this change is a departure from the recommended and approved system, and that such a change is not in the interest of best finishing practices and that we, therefore, cannot accept responsibility for failures which may result. . ! . In the interest of the customer, your Branch and our Company in working with Industrial Product Finishes prospects make certain that you: * STUDY CAREFULLY THE CUSTOMER'S REQUIREMENTS. ' * FOLLOW THE RECOMMENDATIONS CONTAINED IN THE TECHNICAL INFORMATION AND BROCHURES AND RECORD YOUR PRODUCT OR SYSTEM RECOMMENDATION IN WRITING. SENDING A COPY TO YOUR REGIONAL INDUSTRIAL OFFICE FOR FUTURE REFERENCE. . ' . fs; * HAVE YOUR CUSTOMER TEST AND APPROVE THE PRODUCT ., . TO HIS OWN SATISFACTION BEFORE ADOPTING IT.FOB USE. -. : - r' * IF THERE IS ANY DOUBT AS TO THE SOUNDNESS OF A " :. , RECOMMENDATION OR FINISHING PRACTICE, WHETHER . IT BE A LISTED OR SPECIAL PRODUCT, ASK FOR HELP .. . . AND GET CONFIRMATION FROM YOUR REGIONAL OR . 'V .V . . * INDUSTR. IAL OFFICE B" EFO..R..E MAKING THE RECOMMENDATION. . . ' '.. <v ' ' v . hriri/b Regional Directors ' ` Aests. to Regional Directors Area Managers ;. Ihd.;Zone.Managers..' . ' Branch Ind. Supervisors - l Reg. Branch Managers':. , . / -.^Branch Dealer'Repsij^V\ ' ; " {'CBrah^'PMI.Repsi^^f;' ; '; 'Branch'CombV- Reps'.l-' iV " i" . ' .- ... AlH^ECHiB DSG; LF.iBH HJLC(20). TJM r ... 0007-SWP-0059318