Matan The SprinterB, User Manual

Page: 157 / 158

Damaged Print Head Report Procedure
Sprinter User's Manual IX
Appendix E: Damaged Print Head Report
Procedure
Flow Chart for complaint handling
•
A customer requesting a replacement print head will notify Matan in writing, within 5
working days of all claims of material failure or unsatisfactory performance through his
distributor or directly to Matan in case of a direct house account.
•
The customer will inform his distributor/Matan with all the data, which appears on the
product’s label, such as product brand, lot number, production date, production code,
etc.
•
The customer will send the damaged print head along with a TPH scratch report (as
attached here below) to his distributor/Matan including a printed & un-printed sample
(as detailed below) to Matan at his expenses.
•
Matan will compensate the customer directly by supplying a replacement print head or a
credit note if the claim is approved and accepted by Matan.
•
Matan will notify the media company of receipt and replacement of the print head only
in the event there is clear damage due to a defect in the media. The media company will
only accept the claim if it clearly shows that a particle, causing the head-damage, is
encapsulated in the vinyl. All claims from particles/dust on the surface of the vinyl will
be rejected.
•
Matan will check the samples as well as the TPH scratch report, with its’ technical and
quality control departments, and inform the customer if the claim is accepted within 5-
10 working days.
Essential Information & samples to be supplied by
the customer and sent to Matan:
•
All data, which appears on the product’s label, such as product brand, lot number,
production date, product code. Details must be submitted within 5 working days after
the incident.
•
A printed sample on the media, which clearly exhibits the problem. Minimum 1 linear
meter is required before and after the beginning of the scratch. Prints must show the 4-
color edge strip before and after the printed image and defect, which caused the head
failure in order to determine in how many heads the scratch has occurred. In addition
to the above, sending a digital photo of the damage is highly recommended to avoid any
loss of hard evidence.
•
A TPH Scratch Report must be added to the head sent to Matan (as attached below).
•
Matan will automatically reject the claim if any of the above detailed information is not
submitted or does not clearly exhibit justification for claim.