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| Order ON-LINE, or Call Toll Free 866-299-7740, 9AM-9PM ET.
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DEALER AGREEMENT:
BoatsToGo, Inc is constantly
working on improvements of quality of Saturn inflatable
products. Each Saturn inflatable boat, river raft and kayak is
left inflated at the factory for at least 48 hours and visually
inspected for defects in workmanship and/or air leaks before
packing into shipping boxes. So far, our quality level exceeds
or matches that of well known high priced brands available on
the market. Saturn defect ratio level is well below 1%, and our
overall product customer satisfaction has reached 99.8% in a
last 5 years.
However, no manufactured product in existence is 100% defect
free and/or uncompromisingly flawless. There are 4 case
scenarios that may arise during use or inspection of a new boat:
1. Defect found by the dealer who just opened a box with a brand
new boat.
2. Defect found by customer who has just received and inspected
a new boat.
3. Defect may develop later on, during the lifetime of the
product.
4. Damage that occurred during shipping of the product from
dealer to the customer.
Defects are divided into 3 categories:
1. Cosmetic defects that do not affect boat integrity or
functionality. Some examples of cosmetic defects would be: small
scuffs, dirt marks, scratches, pin holes, small paint resin
bubbling on wooden parts, a little bit of missing glue, etc.
2. Structural defects that do may affect the boat’s safety,
integrity and/or functionality. An example of a structural
defect would be: an open seam in the air chamber that allows air
to escape, a deep scuff or cut longer then 1”, a crack in the
transom or an unglued transom holders, PVC fabric becoming
seriously sticky over time, etc.
3. Shipping defects, such as a crack in a pump hose or ding in
oar handle, are handled by an initiation insurance claim toward
corresponding shipping carrier.
In case a defect is discovered by a dealer who just opened a box
with brand new merchandise, the following guidelines are
recommended:
1.
A high resolution/quality image of the defect must be emailed to
sales@boatstogo.com in order to evaluate nature of the problem. Pictures should
be clear and in good resolution. No cell phone pictures will be
accepted. We will forward images of the assumed defect to our
supplier and evaluate the extent of the damage based on provided
images.
2. If the defect is considered to be small and can be easily
repaired by dealer, it is the dealer’s responsibility to do
so. Example of such repairs would be; applying up to 4”
diameter patch to cover a scuff or puncture, applying small
amount of glue if it missing, cleaning dirt marks and/or paint,
sanding and re-applying gray paint resin on wooden scuffs up to
10” sq inch area. Additional repair materials will be provided
upon dealer request.
3. In case of necessary repair to remedy manufacturer defect,
such as patch for example, will decrease re-sale value of the
merchandise, per our discretion, we will provide appropriate
credit toward future order, or provide free accessories to
compensate for such amortization in value.
4. If the extent of the defect is large, such as an open seam,
cracked transom, etc, and/or beyond the dealer’s ability to
repair, the merchandise will be replaced with a next order,
taking in account that submitted pictures clearly display the
nature of the manufacturer defect. In such case, dealer may keep
the merchandise to fix and resell it at a lower price.
In case of defect discovered by customer, dealer may choose to
interact with the customer directly or to forward the customer
to us for all after-sale support and questions.
Below guidelines describing warranty coverage procedures in
cases that the dealer prefers to provide direct after-sale
customer warranty support. These are the same guidelines that we
are successfully following in our after-sale warranty support
with our own customers:
1. A high resolution/quality image of the defect must be taken
by the customer and forwarded to us by the dealer, in order to
evaluate the nature of the problem. Pictures should be clear and
in good resolution. No cell phone pictures will be accepted. We
will forward images of the assumed defect to our supplier, and
evaluate the extent of the damage based on provided images.
2. If the customer decides to return the product back to the
dealer for warranty service, and the defect is considered to be
small and can be easily repaired by dealer, it is the dealer’s
responsibility to do so. Example of such repairs would be;
applying up to 4” diameter patch to cover a scuff or puncture,
applying a small amount of glue, if it is missing, cleaning dirt
marks and/or paint, sanding and re-applying gray paint resin on
wooden scuffs up to 10” sq inch area. Additional repair
materials will be provided upon dealer request.
3. In cases that the warranty repair is small, such as applying
drop of glue or placing a small patch, it can be done by the
customer, and if the customer is adamant about receiving
reimbursement for his efforts, we might provide some free
accessories, credit toward accessory orders, or price adjustment
re-imbursement on a case-by-case basis and depending on a nature
of the problem.
4. If the extent of the defect is large, such as open seam in a
boat hull, cracked transom, etc, faded sticky PVC fabric and/or
beyond the dealer’s ability to repair, merchandise will be
replaced with the next order, taking in account that submitted
pictures clearly display nature of such manufacturer defect.
Dealer may decide to replace from his own stock, or request
replacement from us if dealer does not have same item in stock.
5. In cases in which the dealer replaces merchandise from his
own stock, the dealer may keep the defective product, repair and
re-sell it at a lower price. Full credit for replaced
merchandise will be given toward the dealer’s next future
order.
6. If the dealer decides not to place any more orders with us,
then as per our warranty policy, the item has to be sent back to
us for repairs or replacement with all shipping costs pre-paid.
In cases when defects are discovered during the product warranty
period, the customer may send the boat back to us or dealer for
repair/exchange taking that associated shipping charges are
covered by the customer.
In the very rare occasion that the customer received brand new
merchandise, used it no longer then 1 week before he discovered
a serious defect that required product replacement, all shipping
charges will be covered by the dealer (if the dealer plans to
keep the returned product for repair and resale at lower price).
Full credit will be given toward the dealer’s next order.
However, if the dealer does not plan to place any future orders,
then the defective product has to be sent by the customer,
directly to us for replacement. In these cases, we will handle
all associated shipping charges within the Continental US.
International dealers located outside of the
US
, are responsible for ALL associated shipping surcharges and
custom duties/taxes.
It is important that all customers register their warranty
within 10 days of receiving their. Customers may register their
warranty on-line at http://www.boatstogo.com/warranty_registration.asp.
If dealer desire to integrate warranty registration process into his own web site, following HTML code is suggested:
Copy
and paste into your HTML code.
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