Types of defects
The nature of defects generally observed can be classified under 3 categories: transit damage, manufacturing defects, and usage based complaints
Primary Transit damage
Damages upto the point of primary sale (first point of delivery) from the company plant/branch. Typically, the defects found under transit damage are:
- Hook Marks/Rope cuts on fabric cover
- Packaging torn
- Border wire bend
This type of damage must be notified immediately upon receipt of material – and duly acknowledged on the LR of the delivering transporter, along with nature of defect. In case this is not done, transit damage claims shall not be accepted and construed to be damaged either at Dealer / Distributor godown or during secondary transit (for which company cannot take responsibility).
These type of defects are identified at dealer counter or customer location prior to usage. The typical defects under this category are:
- Size variations
- Stitching/Quilting defects
- Foul odour/smell
The procedure for measuring mattress dimensions is outlined in the section on ‘Warranty Guidelines’. Stitching/quilting defects may be repaired locally with the assistance and approval of local territory-incharge.
Usage based complaints
These comprise of defects that may have developed in the product during usage, and covered within the period and terms of warranty. Common post-usage complains are:
- Foam bulging/dislocation
In such cases, inspection report must be prepared for the damaged mattress by concerned sales representative as per the instructions given in the section on ‘Complaint handling procedure’.