| RAKER |
strives for complete customer satisfaction. To meet this goal, three parties
(Customer, Broker, and Raker) must maintain open communication. As with placing
orders, we believe all customer support must include the broker.
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Raker divides claims into three categories: delivery, quality, and shortage. Each category requires
slightly different time and report guidelines to meet our formal resolution processes.
Please utilize these guidelines to ensure quick response from our team. To submit a claim, contact
Louie LaMothe (517.542.4518) or Richele Crandall (517.542.4552).
DELIVERY CLAIM
A delivery claim may include: box missing from
shipment, visible damage to shipping container
(box, cradle, cart, etc.), frozen material, unordered
material included in shipment, and/or any
additional shipping issues.
1. Immediately, Customer reports claim to freight
carrier (at time of receipt). Following this
report, Customer contacts Raker.
2. Within 24 hours, Customer contacts Broker.
3. Within 24 hours, Broker re-contacts Raker.
QUALITY CLAIM
A quality claim may include: suspected disease,
suspected fertility issue, poor or over-rooting, pest
issues, wrongs plants, wrong size tray, poor tone,
too dry or wet, broken plants, jumbled plants,
and/or any additional quality issues.
1. Within 24 hours, Customer contacts Broker.
2. Within 24 hours, Broker contacts Raker.
SHORTAGE CLAIM
A shortage claim may include: tray short of guaranteed
cell count and/or tray missing from order.
1. Within 24 hours, Customer contacts Broker.
2. Within 7 days, Broker contacts Raker.
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CLAIM INFORMATION
Claim timing is critical – especially with
delivery claims. View your material and
report visible damage to the freight carrier
immediately.
When reporting a claim to Raker, make sure
you include:
- customer contact / broker /sales representative
- shipping address
- telephone & facsimile number
- e-mail address
- claim information & photographs
- suggestions for replacement material
- receipt date
- delivery method
Please note, photographs are preferred to
depict damage or quality concerns.
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