1. Somerset's goal in resolving complaints is a flooring solution that is fair to all parties. A Somerset floor must be installed and maintained in compliance with current Somerset and NWFA installation and floor care guidelines and is subject to the Somerset limited warranty.
2. NWFA "Problems Causes and Cures" (C-200, 2011 edition) is your best reference for diagnosing and resolving hardwood flooring issues in a manner consistent with industry standards.
3. Chain of Custody (consumer-installer/dealer-distributor-Somerset) is the sequence through which all complaints are addressed:
- All parties to the chain of custody are responsible for their role in resolving issues
- Each party should investigate a complaint before contacting their vendor, including on-site inspection (or independent inspection), and documentation review to validate the complaint.
- Dealers or distributors should address any complaint they determine is not a valid product issue with their customer. Somerset approval or review is not required.
- A Somerset distributor should report any suspected manufacturing problem by e-mail to technicalservices@somersetwood.com. A COMPLETE Somerset Complaint Checklist including ALL SUPPORTING DOCUMENTATION must be included with that email.
- Somerset will reply with an RA/Claim #, which must then appear on all subsequent communication, electronic and/or hard copy, and be noted on any samples, photos, etc.
- Any compensation by Somerset will be issues to the Somerset distributor. Exceptions are considered in unique circumstances where parties are out of business, etc.
4. Samples
- Samples (if required) must exhibit the issue reported and be of sufficient quantity for thorough QC evaluation of the issue in question.
- Please ship all samples (UPS or FedEx) to Somerset Hardwood Flooring, 70 W. Racetrack Road, Somerset, KY 42503; ATtn: Claims/QC Dept.
- Samples must be clearly marked with the Somerset RA number and accompanied by a hard copy of the completed Somerset Complaint Checklist with supporting documentation. If a full unopened carton is sent, mark only the outside of the carton with the same information.
- Samples cannot be retained or returned. Samples submitted that do not exhibit a manufacturing problem cannot be compensated.
4. Job-Site Inspection
- Issues specifically excluded in the Somerset warranty document neither require nor qualify for distributor or independent inspection, and should be denied without delay.
- Issues that may be manufacturing-related (based on dealer inspection) must then be inspected by a NWFACP qualified inspector. This may be a distributor employee or qualified third party. Somerset reserves the right to call for an independent inspection for any reason.
- Any party may seek an independent inspection, which should be commissioned by that party directly with a NWFACP inspector. Only the commissioning party will receive an inspection report from a certified NWFACP inspector. If Somerset is to consider any inspection commissioned by another party, a copy of the complete inspection report must be submitted to Somerset for review.
- If any third part inspection concludes there is a manufacturing problem, and Somerset can validate, Somerset will reimburse reasonable independent inspection fees ($500.00 maximum) to the commissioning party. Somerset reserves the right to verify findings by an independent inspector. No flooring inspections by another party are automatically binding on Somerset.