Description 

The three customer issues listed below, with examples of specific scenarios, indicate when to activate this process. Activating the process is to bring the matter to the attention of the Customer Service team consisting of the Customer Service Rep, Executive Communications, Corporate Quality Assurance, Indiana Quality Assurance, and Legal. 

Items in section 2 must be directed to the Executive Communication Dept. All others should be handled by the Customer Service area that received the customer contact. If any of the issues below occur, we should always notify Corporate Quality Assurance and Indiana Quality Assurance. 

1. If an item does not perform and/or function properly 

• Malfunction* 

• Assembly Defects* 

• Construction Defects* 

• Sewing Defects* 

• All Types of Corrosion* 

• Odor* 

2. If an item caused property damage and the customer is seeking compensation for the damage  

• Color Bleeding** 

• Color Staining** 

• All Flammability Issues** 

3. If an item caused personal injury (These are escalated to a Supervisor immediately) 

• Allergic Reactions** 

• Insect/Bed Bugs** 

• Mold/Mildew** 

• Falls/Cuts/Burns** 

• Choking/Strangulation** 

• Electric Shock** 

• Flammability/Explosion**