Document v6Yoyg7GoEajNw9N1XE1grVVm

r co i Mr* K A. >.,,asklll - Ardmonre Mr* M* M# ?swn ArdooN Hr* A. L. Meyer - Ardmore Mr* R> Smith - Ardmore Legal /*> i A/ AMtf]r2^ 196* Mr* J* A. Marian* Sypaua rodoet* Manager Johne-4anvlllc fales Corporation 22 Hftat *Otb street Now York 16* Sow York Door Joei ' u dloeueoed our suggesting to 700 oorftoia aanttoro relative to oomplmlnta Johat-Hunrlll* customers aoj havo on gypsum produets that might bo severed during 700r eom&iig Smlee Meetings oo they might bo handlad a littlo faster insofar ao tho arrangements be- twooa Bostwall and Jchna-Manvllle ara eomeroed* aad 1 hope, sottlod equitably to both* -`lease boar in mind that tba following remarks ara mado to remind 70a of tho variouo points and not to Indicate how you might prooont tham to tho J-H aaloa poopla* believe two moat important promisee should bo kopt in aind insofar aa oomplainta Jafaas-Maoville ouatooora may have* First* tho adjus toont by J-Jt to tho J-M oaoouat la ontiroly tha business of tho Johns-Manvilla management. Second, tha adjuataant by Bostwall to Johna-Hanvllle is covered in tha Salas Agrosmont botwoon tho two oo*paaiee. It would appear from oorroopondanoa that J-M aaiaa paopls la tha fisld harm tho lmproaaloa Boa4.wan adjuatmonta to J*K oevar tha ontlra olaia erf tha J-M customer* and that Johns-Msnville merely acts aa tho agent transmitting the adjustment from Bootwall to tho J-M customer* This is not Beatwall's Interpretation of tha ?alea Agreement, and a clear understanding of this would remove muoh of tho friction that dovs lope* ao well ao save useless oorrsopondanoe and daisy in J-M settling with tha J-M customer using tha material* fasleally a complaint arises beeausa the customer using the material In tha field la dissatisfied. This may be disoatisfoation in tha appaaranaa or use of tho material* either in application or la tha finished stats; or nay bo dissatisfaction with service which generally severs several oattore. Xt Is necessary for Bostwall to hare a written record of every complaint if the situation is to be corrected to avoid it in the future* and particularly if any monetary adjustment la re quested. In this regard the J-M people are following through fairly well* with two exceptions. It would appear in reviewing Tany files* that the J-M salesman In the field is writing a com plaint long-hand, sanding it to his Dlstriat ifflee where it is SGP 0024032 1r. J* A. Marian (2) January 24, 1964 typed aod than distributed to tha shipping plant and atbars con cerned with tha problem* Frankly, there la too big a delay (several 4 or 5 week*) In a great many of thaaa which mean# a delay In the J-d salaa people in tha field furnishing additional Information which might be necessary for tha plant ta evaluate tha matter, and In soma laatanaaa make It Inpoaalbla ta gat sam ple# that are naaassary. Anathar paint that wauld ba bslpful la to hare tha J-M sales office fill In tha Information as to tha .estwall Invoice dumber to J-M as wall as the data of shipment re let Its to tha saterlal on which the ooaplaint is made* This la particularly Important where tha problem arises with an account who vets frequent shipments* Moat important* whan tha salesman makes his Initial in vestigation and writes his complaint, be ought Immediately to make every effort to determine code numbers on tbs material complained of and to taka samples of tha material and send than to tha ship ping plant, identified with his complaint fully so that the plank may tie the sample with the ooaplaint whan It arrives* Bestwall uses oanvas covored plastle bags for shipping plaster materials and a oorrugated carton for board samples. Both of thaaa are available out of the Fort Dodge Sample Department* Both have bean developed after consideration of the Laboratory problem# involved in testing the material* If yon want to arrange for J-M use of these containers, please advise me so that wa can sat It up* The hags would cost ip/ each, the cartons 25/, and would be billed ta J-M along with the samples monthly. A bag holds approximately 5 pounds of material, the corrugated shipping carton takes a aam pie 13" x 16" and will hold 1-1/4" thickness of material, as three 3/8* samples, two 1/2" samples, two 5/d" samples, one 1" sample, ate* Again reviewing tha file# of many J-M complaints. It appears that a lot dia without an adjustment because the J-M people at the District >fflce or In the field do not come beak and give tie additional information requested by the shipping plant. This may be for more information on the ooaplaint, more samples, questions as to tha amount of material Involved In tbs complaint, use of defective material, ete* estwall plant's responsibility Is to examine the material and indicate whether or not there was defective material involved* The amount of the adjustment and the credit memorandum covering any adjustment made is prepared in the Bestwall General Sales office based on an analysis of all Information* As mentioned in tt be ginning, such adjustments ore limited by t>* i'ales Agreement to replacing defective material at oeet. In case of a very serious complaint where the customer may lave a truck load or car load of material which he feels is defective to the extent that he does ut want It, or when a contractor asks for a large adjustment, be sure a telephone call SGP 0024033 Mr. J. A. Harlan (3) January 2kt 196i* la atdt to tho shipping plant UnedltUly push aoadltian ip known to tin plant has tha opportunity of ponding a aaa to evaalns tho material* suggest-onrrection#* determine tho Bootwail Company's ropponslbllity and to aooiat whom neeeeeary in diopoalng of tho notarial. Mhnn an aooount tee uaod tha notarial improperly* appliod it incorrectly, not prataatad it in storage* or uaad tha product1 for athar than tha pappose far whlafc it la designed, tha Baatwall Oypaun Conpawy aaa aaaaaa no raapoasiblllty. Zt io up to tha J-M aalaa people to 4atarod.no what adjustment J-M will note with tteir easterner* but oartainly thay should not Predicate it on what adjustment Baatwall will note t# WU Qndnmnnotanwa io notarial to ba re t amed to tho ohlpping pint without tho prior knowledge of tho plant and tteir Indiantlan that it will ba agmaabla to mturn it. Vary frequently notarial non ba diapoaad of wham it io to anothor aooount who will uoo it properly, or to tho oooouat who hao it an| a ana minor prior adjustment. If tho notorial 1* found aa defective! aa to ba useless, it ia batfeor to dunp it at that point. All of thaoo notteds of handling oonplal nt notorial in tte fisld eliminate tho nnnopoooory handling ooato on tho notorial. Unless an orror in ohipnont baa boon noda and an excessive amount of notorial shipped to tte aooount* goods that am returned to tho plant am aeooptad only on tte bools of a Returned Goods Report the plant notes vhleh will lndleata tho amount of the sale able notarial returned. All freight io far the customer's account an3 there is a 10*5 serviee charge far handling tho notorial* Any odjuotnont Bootwail makes to J-3 on this typo problem will refloot those deductions* In tbs event tte Bootwail i*lant lo not able to Alp all of tte notorial on an order at ons tine* tha charters will be can celled. The J-*. Diotriet offlee will bo given tbs opportunity to lnemaee the quantity of otter items available to met tte mini mum weight requirements for tte shipment. If an account Insists on lass than ear* load or truck load shipatents* such shipments am only aade on the basis of full freight to the customer's aooount. lies two 11 will make every effort possible to make shipments to promised on tlr&o and witn tte type of equipment requested* ar ticularly in blues o high demand for gypsum products and wner tnere Is a shortage of snipping equipment* this nay not always be neesssary. baatwall eannob assume any responsibility for monetary adjustments due to lata arrival of materials. In the event of a billing error* the tilling Impertinent at the plant will *uto.i*abioally make adjust:utp in tr*- i;..-circs vnen t^e error nap beon called to their attention. '? hnetwiill car; be of any asrietai.ee U d inna- hr v lit it-, handlin ' co r>luints, plsace give ue tx. ck; .;rvn.t; r-c SGP 0024034 I. ... ar iaa i4^ :unuary 2!;, i /04 -..noe wo are -;;jac .anxious to bo stirs `istwall customers (including - ) are sutiji-ed. i* never a iant .JAlity nan or a -^ab^ratory .wi /Jos .nto -.is bield to assist a J- 1 sulas;aan oa a co tplsint, tney aro instructed to give every bit of assistance to tr* sales,a;-. passible, and to help aim. to the extent the J-i salesmen better understand* -yosom product# and their proper use* .'ery truly yoors C *; be abbey oireetar of Technical service* SGP 0024035