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September 2007
NEWS FLASH
Re: Hutchinson Claim # 84991
Few months ago, a claim was filed with Max Windsor Floors on a jobsite in the San Diego area, by a customer herein referred to as “The Dealer.” The consumers are herein referred to as “The Hutchinson.”
Max Windsor distributes its products solely through its dealers and distributors. Therefore, as a standard procedure, all claims are usually filed by Max Windsor’s customers. Any issues to be resolved are then communicated through its customers who then take care of the consumers. This is to keep the integrity of Max Windsor’s operation principles and maintain a clear communication channel with its dealers and distributors.
The product sold to The Dealer under this claim was a discontinued item. Therefore, it was declared as a close-out sale and was sold on an “as is” basis with a substantial discount. It is then The Dealer’s responsibility to disclose this to the consumers when reselling it. Unfortunately, The Hutchinson was not informed at the time of the sale. When the claim was filed by The Dealer, Max Windsor, in attempt to provide customer service, delivered the replacement materials promptly to The Dealer. However, The Dealer did not communicate Max Windsor’s intent to resolve this matter to The Hutchinson. When Max Windsor realized that its position was not clearly represented, its General Manager contacted The Hutchinson directly and clarified everything.
Shortly thereafter, this matter was resolved and The Hutchinson is now very happy.
As a courtesy, The Hutchinson has provided a letter addressing their appreciation towards Max Windsor in regards to this matter. Please review the letter attached.
As always, Max Windsor’s mission is to provide uncompromising customer service which extends above and beyond.
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