Introduction

Shipping damage, though unfortunate, can occur during the transit of products. Understanding the correct procedures for handling such instances is essential for efficient resolution. This guide provides a clear approach to managing shipping damage for FranklinWH products.

Step-by-Step Guide

1. Identify and Document Damage: As soon as you receive the shipment, inspect all items thoroughly for any signs of damage. If any damage is found, document it immediately with clear photos, as was done by Larry Nguyen from Greentech Renewables.
2. Report the Damage Promptly: In the event of shipping damage, it’s crucial to report it as soon as possible to the relevant parties. This includes the carrier, the distributor (e.g., Greentech Renewables), and FranklinWH, if necessary.
3. Do Not Sign for Undamaged Goods: If you notice damage at the time of delivery, do not sign the delivery receipt or bill of lading as “Received in good condition.” Instead, note the damage on the delivery receipt.
4. Contact the Shipping Carrier: If the damage occurred between the distributor's warehouse and the customer's location, the distributor or the customer should file a claim directly with the shipping carrier. This is a crucial step.
5. Understand the Limitations of Warranties and RMAs: Shipping damage is not covered under warranty and does not qualify for a Return Merchandise Authorization (RMA) from FranklinWH. The responsibility lies with the distributor or installer, depending on where the damage occurred.
6. Communicate with All Involved Parties: Keep all relevant parties informed about the situation. This includes internal teams, as highlighted in the public service announcement shared internally at FranklinWH.
7. Follow-Up: Ensure that all necessary actions are taken, and the situation is resolved. This might involve replacing the damaged product or seeking compensation from the shipping carrier.

Shipping damage should be addressed through the appropriate channels and is primarily a matter between the distributor, installer, and shipping carrier. 

It’s important to understand the limitations of warranties and RMAs in such situations. The resolution lies in the hands of the distributor and the shipping carrier, not the manufacturer.