|
 |
|
||
|
|
|||
 |
          |
 |
Coast Paper takes the responsibility for catering to your paper needs very seriously. Dedicated and reliable customer service is our primary goal. Should a complaint or concern arise, we recognize the importance of a prompt and fair approach to the problem. To this end, we recommend adhering to the following guidelines:
Consult the above information and obtain all the applicable samples related to printed / unprinted paper, ink / fountain solutions, tape pulls and carton / package labels with run numbers.
IN AN EMERGENCY, PLEASE CONTACT YOUR COAST PAPER SALES REPRESENTATIVE AT HOME. PHONE NUMBERS ARE LISTED IN THE FRONT OF THE COAST PAPER PRICE LIST.
If a quality problem is attributed to a product supplied by Coast Paper, our objective is to resolve the problem promptly, equitably and amicably.
Immediacy Decision to Proceed It is the printer’s decision to continue or curtail press operation. Should the printer elect to continue production after a problem occurs or after suspecting a paper-related problem, without notifying Coast Paper, he has taken sole responsibility for the finished product and any accrued costs. Timelines A claim will not be considered thirty (30) days after the problem occurs without prior written approval from Coast Paper.
Data Collection A Coast Paper representative must be afforded the opportunity to visit the printing, bindery and other manufacturing sites to make a complete investigation of any complaint. Unless Coast Paper has this opportunity to fully investigate a problem or suspected problem, no satisfactory judgement of responsibility can be made and therefore, Coast Paper will deny the claim. Samples Both printed and unprinted samples illustrating the faulty product must be made available to Coast Paper. Detailed Data A completed Coast Paper Claim Report, including a detailed description of the suspected problem and an explanation of pressroom procedures exercised to solve the suspected problem, must accompany the samples and other evidence. The report also requires: Roll Number, Sheet Size, Basis Weight, Run Number.
Claims for Losses May not be deducted from payment due, unless agreed upon in writing and in advance by Coast Paper. All monetary claims must be submitted as a detailed and itemized statement with equipment hourly cost rates. End User Rejection If the job does not look good enough to sell, stop the press. Coast Paper will not be liable for rejection of the job by the end customer when it has been previously approved for delivery by the printer. Damaged Blankets or Plates Damaged blanket or plate liability for sheet-fed and web offset press equipment is limited to the replacement cost of a blanket or plate of equal quality.
Manufacturers' Laboratories Coast Paper will utilize the technical services of the manufacturer of the suspect paper. Coast Paper will only submit claims to these mills if the Coast Paper Claim Form has been properly completed and if samples of the suspect paper are sent with the Claim Form. Coast Paper’s settlement with a customer will be predicated on the mill’s analysis. Coast Paper cannot be held liable for paper which is not deemed faulty.
The selection of the proper paper grade to meet end use requirement is the responsibility of the printer. Coast Paper is not responsible for a problem or claim resulting from end use requirements extending beyond the capabilities of the grade design, or from the selection of wrong paper grade. Coast Paper is pleased to give its opinion and supply information at its disposal, when requested to do so, in order to be helpful in the grade selection process. However, Coast Paper is not liable for any such advice or information whether or not Coast Paper is negligent. Coast Paper recommends the printer first thoroughly test the paper. There are many variables that can affect performance. Coast Paper is not liable for losses resulting from failure to test the paper thoroughly.
Coast Paper will replace paper proven to be defective as quickly as possible. This will be done initially at the printer’s expense unless Coast Paper has accepted responsibility in writing. If Coast Paper cannot ship standby or replacement paper in time to satisfy the printer’s deadline, Coast Paper will not be liable for any costs due to substitution of grade, size plate cost, press time or premium time. Proper Receiving It is the responsibility of the consignee to inspect incoming shipments before and during unloading for accuracy and transit damage. When incorrect or damaged shipments are noted, Coast Paper should immediately be contacted. The receiver must note on the receiving document the nature of the damage and have the driver co-sign the document. Coast Paper does not accept responsibility for visibly wrong or damaged stock that is received and printed. Ready Dates And Late Deliveries Coast Paper processes thousands of orders daily. The majority are filled successfully from Coast Paper’s warehouses and delivered same day or next day to customers across Canada. Occasionally, snowstorms, traffic accidents, etc. will create unavoidable delays. Similarly, mill orders often require the product be made in a special manufacturing run, converted, and shipped on a third party carrier. Coast Paper does not assume responsibility for financial losses which may result from production or shipping delays due to causes beyond Coast Paper’s direct and reasonable control. Paper Conditioning Coast Paper takes great care to protect its products from adverse environmental conditions. The mill’s vapor barriers are maintained on the product so the products are not exposed to less than ideal conditions. Coast Paper’s warehouses are controlled for relative humidity, temperature and dust. Coast Paper cannot be responsible for printing or converting problems related to moisture imbalances in our customer’s storage, imaging, or finishing areas. Short Grain Paper Coast Paper is not responsible for related hazards such as wrinkling, commonly associated with printing short grain paper. Similarly, Coast Paper is not responsible for pre-printed jobs that are subsequently imaged short grain in a secondary process using a device such as a laser printer. Third Party Printing Brokers, publishers, other printers, etc. who purchase paper from Coast Paper, and then contract with a printer to produce the job, are responsible for ensuring that proper receiving and claims handling procedures and these policies and guidelines are followed by their chosen printer. Coast Paper will deny claims where proper receiving, handling procedures and these policies and guidelines have not been followed. The paper buyer however, will be responsible for all payments due to Coast Paper. Paper Converted by Printer Coast Paper does not accept responsibility for problems resulting from paper that has been trimmed or otherwise converted by the printer before printing. These problems include: cutter dust, trimmer dust, sheet size variation, out-of-square paper, bowed edges, scrap in load, and web offset grades converted for sheet use. Post Printing Operation Normally, auxiliary operations are performed on equipment operated independent of the printing press. Stoppages in these separate operations do not stop the press, and press time is not lost. When the printer operates auxiliary equipment on a continuous "in-line" flow with the printing press, the responsibility for press time losses due to auxiliary equipment stoppages must be borne by the printer. Coast Paper does not accept claims for lost press time on auxiliary "in-line" equipment. The printing process adds moisture to paper and in the case of heat-set offset, the paper is then rapidly dried. If excessive moisture is added or excessive drying takes place, the paper strength and stability will be compromised. Subsequent processes such as folding and laser imaging can be expected to experience problems. Coast Paper does not accept responsibility for such problems. Job Lot Paper Coast Paper does not recommend the use of "seconds" or "job lot" paper. However, if a customer requests this quality, Coast Paper will source the product with the understanding Coast Paper accepts no responsibility for poor performance by the grade.
|
