customer InFormatIon & total cost - Goodman Manufacturing

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customer InFormatIon & total cost - Goodman Manufacturing

DISTRIBUTOR

MANUAL

2012

PROGRAM

www.goodmanmfg.com

Our continuingcommitment to quality products may mean a change in specifications without notice.

© 2012 Goodman Manufacturing Company, L.P. · Houston, Texas


2012 Goodman ® Distributor Manual

IntroductIon

contacts

dIstrIbutor Program

Equipment Fulfillment Plan

Mark-up Rebate Program

Strategic Alliances

Dealer Discount Pricing Program

Light Commercial Quotation Program

New Distributor Location Fund

National Account Program

Builder Rebate Program

New Dealer Acquisition

Private Label Program

Factory Tours

credIt PolIcy

Credit & Dispute Resolution

Credit Consignment Policy

Warranty PolIcy

Standard Product Warranty

Special Labor Allowance Program

Compressor Warranty Parts Disposition

GoodCare® Extended Service Plan

Parts PolIcy

FreIght PolIcy

advertIsIng and PromotIon

Advertising

Internet Sales & Marketing

Website Enhancements

Website Video Program

Flat-Rate Price Book

WrightSoft Contractor Tools

Merchandising

Printed Materials Fund

Yellow Pages Program

WebsItes

Goodman Website

PartnerLink

consumer aFFaIrs

Forms

Contents

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

IntroductIon

Welcome to the 2012 Distributor Manual for Goodman® brand products. This manual

presents the policies and procedures applicable to Distributors of Goodman brand

products. By purchasing Goodman brand products from Goodman Manufacturing

Company, L.P. or any of its affiliates (“Goodman”), you agree to be bound by the policies

and procedures stated in this manual.

The policies, procedures, and programs presented here are subject to modification

or termination at any time by Goodman in its sole discretion. Such changes, modifications,

or terminations may be transmitted by email, fax, mail, or on the Goodman

website and are effective when posted or transmitted.

In order to be eligible for the rebates and other payments stated in this manual, your

account must be current with Goodman.

For Distributors having written agreements with Goodman Sales Company, in the

event of a conflict between the provisions of this manual and your written agreement,

the provisions of your written agreement will control.

For Johnstone cooperative companies that are distributors of Johnstone Supply, Inc.

(“Johnstone Supply”), in the event of a conflict between the provisions of this manual

and your distributor agreements with Johnstone Supply, the provisions of this manual

will control.

IntroduCtIon

contact InFormatIon

Goodman Manufacturing Company, L.P.

5151 San Felipe, Suite 500

Houston, TX 77056

713-861-2500

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

Goodman Global, Inc.

5151 San FelIpe, SuIte 500, HouSton, tX 77056

713.861.2500

corporate

ContaCts

Executive Fax – 713.861.2176

David Swift President and Chief Executive Officer x5370

Larry Blackburn Chief Financial Officer x5285

SamBikman Senior Vice President of Operations & Logistics x5210

Pete Alexander Senior Vice-President x5303

Cynthia Smith Executive Assistant x5203

National Accounts Fax – 713.331.3275

Mike Bride Vice President of National Accounts, Commercial & Parts x5348

Kirk Wickline Director of National Accounts - Johnstone Supply, ARS x5566

Dick Rydzeski Director of National Accounts - Ferguson Enterprises, Interline Brands, HD Supply x5249

Steve McAleese Director of National Accounts - Redmond Williams, United Cool Air, Wolseley Canada 615-347-9406

Brian Spicer Director of National Builder Sales x5703

Eric Drew Director of Commercial National Accounts 702-429-0986

Wayne Hartman Director of Parts & Supplies x5840

Mike Henson Director of Strategic Alliances 256-603--9611

Beverly Childress Director of National Accounts 931-625-2118

Mareo McCracken Manager of Independent Parts & Supplies 801-301-0307

Jimmie Vasquez Manager of Strategic Alliances x5788

Dawn Campbell Sales Coordinator for GSD & National Accounts x5899

Marketing Fax – 713.331.3275

Gary Clark Senior Vice President of Marketing x5439

Rex Anderson Director of Communications x5064

J. Kelly Hearnsberger Director of Product Marketing x5491

Nathan Walker Director of Marketing & Business Development x5338

David Mastrangelo Director of Dealer Marketing x5577

Al Knight Director of Dealer Recruitment & Training 281.733.3260

Kim Flores Director of Commercial Product Training 832.454.4743

Jim Fisher Product Manager: Split Systems, ComfortNet x5570

Brandon Franks Product Manager: Split Systems x5574

Darren Sheehan Product Manager: Residential & Commercial Packaged Products x5244

James Gilbert Product Manager: Packaged Products x5660

Jeff Jasuta Product Manager: PTAC, Mini-Splits, Sourced Products x5053

Mark Hagan Product Manager: Furnace & Indoor Air Quality x5540

Thom Wigle Product Manager: Canada 905.564.9791

Collin Roueche Manager, Strategic Marketing x5861

Marie Rozacky Market Analyst x5264

Manager of Programs & Promotions x5268

Mary Alice Ethridge Manager of Events & Trade Shows x5217

Holly Lobas Director of Training 301.769.3092

Silvia Riff Manager of Graphics Support x5480

Claudia Smith Technical Writer x5433

Tracy Tobias Senior Graphics Designer x5266

Myron Davis Graphic Services Designer x5567

Monica Carreon Event & Trade Show Coordinator x5040

Jennifer Levingston Events Administrator x5391

Denise Baldwin Marketing Coordinator x5390

Goodman Sales & Distribution Fax – 713.861.0772

Jim Mishler President x5378

Rich Pierce Vice President of Operations x5571

Steve Saunders Division President for the Canadian Division 905.760.2737

Don Sullivan Division President for the Central Division x5019

Karl Pomeroy Division President for the West Division 951.898.6451

Brad Snyder Division President for the East Division 813.246.9176

Marc Johnson Division Vice President for the Central Division 281.480.5100

Kevin Julian Division Vice President for the West Division 951.898.6451

www.goodmanmfg.com


ContaCts

www.goodmanmfg.com

2012 Goodman ® Distributor Manual

Goodman Sales & Distribution (cont.) Fax – 713.861.0772

John Summerlin Division Vice President for the East Division 904.355.4520

Nhat Nguyen Director of Operations x5036

Allan Peters Director of Operations x5068

Leslie Foulds Manager of Operations x5095

Karen Ristau DOT Coordinator x5076

Grant Ragland Director of Systems and Pricing x5221

Irina Jacobson Manager of Financial Analysis / Pricing x5816

Troy Barber COD Systems Manager x5309

Annette Shinsky Marketing Analyst x5299

Janelle Walker Data Coordinator x5882

Enzo Esposito National Accounts Coordinator x5015

Howard Thompson National Accounts Coordinator x5056

Jeff Franklin National Accounts Coordinator x5016

Kay Onyeagu National Accounts Coordinator x5898

Nelson Lemus National Accounts Coordinator x5490

Tracey Zreineh COD Administrative Assistant x5489

International Sales & Business Development Fax – 713.316.5570

Tom Dendy Vice President International Business x5671

Fernando De La O International Technical Service Specialist x5874

Luis Rodriguez International TSM 305.594.1104

Juan Jaramillo International Specialist x5694

Yvette Seto CSR – International Sales x5652

Rebate Fax – 713.861.3207

Judy Collins Manager of Program Administration x5251

Esther Irungu Rebate Analyst: x5828

Amana Regional Pricing, PTAC,

Strategic Alliances, National Accounts, New Dealer Incentive

Rohana Hall Rebate Analyst: x5588

Home Builder Program, Johnstone

New Distributor Location Fund, APlus

Marie Jones Mark-up Rebate and Outboards, Promotions, x5670

Amana Regional Pricing Claims, Amana Coop

Accounting Fax – 713.331.3275

Mark Dolan Vice President, Corporate Controller & Treasurer x5207

Billy Shipley Director of Financial Planning & Analysis x5497

Mike Olszewski Consignment Accounting x5380

Don Loverich Director of Financial Planning & Analysis x5434

Shared Financial Services Fax 713.602.3277

Wesley Fish Director of Shared Financial Services x5350

Lan Nguyen A/R Manager x5250

Debra Naquin Cash Disbursement & A/P Manager x5293

Kathy Parks Bonded Credit x5247

DeAnna Case National Account & PTAC Credit Manager x5839

Brenda Tillman Distributor Credit x5707

Engineering Fax – 713.861.5428

Pete Alexander Senior Vice President of Engineering x5303

Bill Shahin Director of Engineering X5920

Bob By Director of Advanced Technology x5621

Stan Cushen Director of Sustaining Engineering x5596

Malcolm Southern Director of Product Integrity 931.438.2182

Shanitinder Singh CAD Manager x5342

Brandon Bates Laboratory Manager x5476

Jennifer Lopez Admin. Asst. for Engineering x5619


2012 Goodman ® Distributor Manual

ContaCts

Operations Fax - 713-880-9339

Sam Bikman Senior Vice President of Operations & Logistics x5210

Vice President of Operational Excellence x5545

Marshall Blackham Vice President of Quality x5615

Mike Knights Vice President of Purchasing x5396

Abby Lawrence Vice President of Manufacturing (Furnace Plant) x5863

Dave Stanley Vice President of Manufacturing (Cooling Plant) x5849

Bill Miller Vice President of Manufacturing (Fayetteville Plant) 931-438-2149

Aaron Cupp General Manager of Manufacturing (Dayton Plant) 438-570-0941 x101

Alex Barclay Director of Mechanical Systems x5622

Mike Gray Director of Materials x5360

Brenda Johnston Executive Assisstant to Sam Bikman x5272

Information Technology

Terry Smith Senior Vice President & Chief Information Officer x5419

Ken Landry Director of IT Applications, HR & Finance Systems x5257

Karen Stubblefield Director of Project Management & Operations x5897

Renee Wang eBusiness Project Leader x5458

Robert Spillman EDI Coordinator x5425

Help Desk x5400

Kimberly Fields IT Administrator x5389

www.goodmanmfg.com


ContaCts

www.goodmanmfg.com

Goodman manuFacturInG company, l.p.

7401 SecurIty Way, HouSton, tX 77040

713.861.2500

2012 Goodman ® Distributor Manual

loGIStIcS center

Operations & Logistics Fax – 713.856.1890

Sam Bikman Senior Vice President of Operations & Logistics x5205

Scheduling & Planning Fax – 713.861.9268

Caroline Attaway Director of Master Scheduling & Planning x5656

Mary Johnson Production Planner: Fayetteville x5427

Autumn Marble Production Planner: Dayton and Furnace x5735

Joy Size Planning Coordinator x5349

Quality Control

Marshall Blackham Vice President of Quality x5772

Mike Kubiak Factory Quality & ISO Coordination

Logistics Fax – 713.856.1890

John Green Vice President of Logistics x5609

Mike Wright Operations Manager of Houston Parts Center x5871

David Loveless Operations Manager of Houston Logistics Center x5685

Inventory and Order Management

Darren McConnell East Area Manager x5655

Gina Carlisle Customer Service Representative x5692

Hershelle Collins Customer Service Representative x5686

Karen Gibbs Customer Service Representative x5632

Sabrina Merrick Customer Service Representative x5645

Beverly Ray Customer Service Representative x5765

Donna Turner Customer Service Representative x5689

Peter Chen West Area Manager x5454

Torrie Babineaux Customer Service Representative x5684

Debora Crozier Customer Service Representative x5636

Sherri Gressett Customer Service Representative x5644

Darren Jones Customer Service Representative x5865

Shirlee Kay Customer Service Representative x5646

Deloris Thornton Customer Service Representative x5651

Juan Jaramillo Inventory Manager/Planner x5694

Chirag Modi Inventory Planner x5769

Kim Caples Inventory Planner x5678

Trilok Shetti Inventory Planner x5741

Ryan Johnson Inventory Planner x5627

Jennifer Anders Parts Manager x5617

Kesha Stubblefield Parts Team CSR 800-645-6586 or x5720

Randy Wieczorek Parts Team CSR 800-645-6586 or x5756

Cynthia Buchanan Parts Team CSR 800-645-6586 or x5752

Shameika Godfrey Parts Team CSR 800-645-6586 or x5721

Amey Sadekar Parts Planning Supervisor x5731

Kristie Stefanik Service Parts Planner x5864

Sudarshan Krishnan Service Parts Planner x5732

Keith Johnston Service Parts Planner x5719

James Taylor Service Parts Planner x5867

Inventory Control Fax – 713.856.1801

Dan Edmundson Manager of Inventory Control x5884

Steve Chai Inventory Control Analyst x5878

Pat Garnett Inventory Control Analyst x5709

Vicki Shultz Inventory Control Analyst x5723

Service Parts — Procurement Fax – 713.856.1824

Wayne Hartman Director of Parts and Supplies x5840


2012 Goodman ® Distributor Manual

ContaCts

Transportation Fax – 713.856.1890

Marc Marino Transportation Manager x5222

Literature Fulfillment Group Fax – 713.856.1820

Crystal Jackson Literature Coordinator x5855

Ashlay Ferguson Customer Service Representative x5870

PTAC, Warranty, Consumer Affairs

Joe McAbee

PTAC - Inside Sales

Director of Logistics x5680

Eric Munoz PTAC/RAC Business Development x5725

Michael Tiger PTAC/RAC Business Development x5601

Miles Bolinger PTAC/RAC Business Development x5783

Zac Bennett PTAC/RAC Business Development x5774

PTAC Customer Service - 800-227-2919 Fax – 713.856.1883

Tonya Mays Manager of PTAC/RAC x5742

Rachel Gaspard Customer Service Representative x5860

Grisel McCray Customer Service Representative x5726

Theresa Snyder Customer Service Representative x5869

Janie Wilson ESH Repair/Replace program x5773

Jameka Cleeborn ESH Repair/Replace program x5771

Ruby Smith Customer Service Representative x5729

Autumn Marble Customer Service Representative x5695

Kristy Brumfield Customer Service Representative x5695

Debra Bryant Customer Service Representative x5733

Kristen Gray Customer Service Representative x5743

Klent Simmonds Customer Service Representative x5755

Diana Ree Customer Service Representative x5745

Cade Bowling

Warranty - 877-688-9191

Customer Service Representative x5767

Paula Hargrove Manager of Warranty Processing x5625

Cheryl Lyles Standard Warranty Claims Analyst x5493

Debbie Dang Warranty Product Registration Analyst x5043

Debbie English Warranty Clerk x5768

Reneka Williams Warranty Clerk x5682

Yolanda Doria Warranty Clerk x5494

Melissa McCune Warranty Clerk x5495

Doris Howard Warranty Product Registration Analyst x5662

Laura Khouanmuong Warranty Clerk x5314

Felipe Bataz Standard Warranty Claims Analyst x5966

Hema Purohit Extended Warranty Claims Analyst x5858

Jenny Henry Warranty Product Registration Analyst x5334

Julicia Minor Standard Warranty Claims Analyst x5718

Maria Gonzalez Extended Warranty Claims Analyst x5492

Sharet Herndon Standard Warranty Claims Analyst x5879

Tori Brandum Special Projects Administrator - Warranty x5979

Consumer Affairs Fax - 877-254-4729

Lynn Wright Manager of Consumer Affairs/Warranty x5862

Shelia Chaney Consumer Affairs Representative x5710

Sasha Lopez Consumer Affairs Representative x5715

Juan Sandoval Consumer Affairs Representative x5712

Claudine Flanagan Consumer Affairs Representative x5728

Delores French Consumer Affairs Representative x5967

Jose Vela Consumer Affairs Representative x5749

Amy Western Consumer Affairs Representative x5717

Michelle Weatherly Consumer Affairs Representative x5964

Todd Rabasa Consumer Affairs Representative x5968

www.goodmanmfg.com


ContaCts

www.goodmanmfg.com

Goodman manufacturinG company, L.p.

71810 WiLson parkWay, fayetteviLLe, tn 37334

931.433.6101

2012 Goodman ® Distributor Manual

fayetteviLLe center

Logistics — Fayetteville 713-602-3236

John Garrigan Director of Logistics for Fayetteville Logistics Center 931.438.2104

Shipping — Fayetteville Fax – 931.438.5495 or 931.438.2275

David Frazier Operations Manager 931.438.2101

Lynn Pope Traffic Manager 931.438.2448

Jerry Towry Supervisor, Traffic 931.438.2247

Mike Ellis Supervisor, Operations 931.438.2254

Dana Sartain Hac Shipping 931.438.2248

Marie Brown Inventory Control Supervisor 931.438.2249

Linda Edmiston Inbound Freight Scheduler 931.438.2270

Charles Davis Shipping Clerk 931.438.2262

Kristen Taylor PTAC Shipping 931.438.2257

Carol Long Inventory Analyst 931.438.2526

Scott Gilliam Supervisor, Operations 931.438.2271

Phyllis Gentry Inventory Analyst 931-438-2112

HTPV Toll-Free – 800.394.8084

Direct Line Fax Line

MaryAnn Nolen HTPV Support Center Representative 800-394-8084 713.602.3282

Publications

Carol Jean Technical Writer 931.438.2108

Jennifer Davis Technical Writer

PTAC Technical Services Toll-Free – 877.376.0214

Jim Weir Product Specialist Fax Line – 713.316.5520

Reece Field Product Specialist

David Pitts Product Specialist

Tina Sisk Service Account Specialist

Karen Nave Service Account Specialist

Mary Ann Nolen Service Account Specialist

Technical Services - 800 Dealer Assistance Toll-Free – 888.593.9988

Eric Scheffer Service Support Specialist Fax Line – 713.316.5541

Chris Trussell Service Support Specialist

Jeff Barnes Service Support Specialist

Richard Badger Service Support Specialist

Jeff Wilson Service Support Specialist

James Richter Service Support Specialist

Brian Wilkins Service Support Specialist

Ricci Wright Service Support Specialist

Technical Services - Level 2, Distributor Support Fax – 713.602.3246

Stephen Perry Product Specialist 931.438.2224

Ricky Winfree Product Specialist 931.438.2268

Mike Huskey Product Specialist 931.438.2134

Al Lush

Technical Services

Product Specialist 931.438.2240

Direct Line Fax Line

Rich Whittington Technical Services Manager 931.438.2223 931.438.2227

Stan Roberts Technical Services Supervisor 931.438.2261 713.586.8070

Clara Crowell Technical Services Coordinator 931.438.2483 931.438.2199

Mark Stokes Technical Training Manager 281.594.1171

John Hill Technical Trainer 281.850.3192

Steve Freeman Service Parts Engineer 931.438.2260

Harold Student Service Parts Engineer 931.438.2278 713.586.0013

Steve Freeman Service Parts Engineer 931-438-2260 931.438.2273

Harold Student Service Parts Engineer 931-438-2278 931.438.2273


2012 Goodman ® Distributor Manual

PurPose

The Equipment Fulfillment Plan is an integral part of Goodman’s distribution process.

The plan is designed to integrate inventory requests with planned inventory levels

and factory production rates.

goals

• Have the right equipment at the right place at the right time at the lowest cost

• Increase sales through proper inventory levels and rapid replenishment

• Provide timely response and excellent customer service

success drIvers

Our success in achieving this will be driven by:

• Equipment in stock (minimize lost sales)

• Complete and on-time delivery

• Inventory turns

• Reduced product lead times

• Predictability (fill rates)

bonded Inventory

For Distributors participating in Goodman’s consigned warehouse program (“Bonded

Program”), Goodman brand inventory will be shipped to bonded warehouse agents at

the bonded warehouse(s) operated for a Distributor. Title to bonded inventory remains

with Goodman until it is released by the bonded warehouse agent. A Distributor may

request that additional inventory be delivered to the bonded warehouse. Goodman will

replenish the bonded inventory with available inventory at its discretion.

A Distributor is responsible for reporting (via the bonded web system) the delivery of

product into the bonded warehouse(s) by the next Sales & Inventory (S&I) submittal.

Model numbers and serial numbers must be provided to the bonded department for

any items not listed on the original shipment pick list. Goodman reserves the right to

deem product as being received if a Distributor fails to report receipt of inventory into

the bonded warehouse(s).

Any purchase orders or other correspondence from Bonded Program Distributors

purporting to purchase goods will not be honored. Instead, these communications

will be treated as requests to replenish bonded inventory and will be shipped based

on inventory, sales forecasts, recent sales, and historical sales.

Consigned sales must be reported weekly, with final monthly totals reported no later

than the 5th business day of the following month.

The bonded web certificate must be confirmed and signed monthly by the Distributor

and Distributor’s bonded agent and forwarded to Goodman’s bonded department.

All consigned release payments must be accompanied by a check transmittal that is

separate and distinct from the Distributor’s open account payments.

Inventory PlannIng and customer servIce organIzatIon

The Inventory Planning and Customer Service Department is dedicated to providing

excellent customer service and improving sales growth and inventory performance.

The goal of the department is to deliver the right product to the right place at the

right time at the lowest cost for all Goodman brand equipment and service parts.

This group is comprised of Area Managers, Inventory Planners, and Customer Service

Representatives (CSRs).

contact InFormatIon

equIpment

FulFIllment

plan

Marshall BlackhaM

Houston Logistics Center

7401 Security Way

Houston, TX 77040

713-861-2500, ext. 5772

www.goodmanmfg.com


equIpment

FulFIllment

plan

www.goodmanmfg.com

2012 Goodman ® Distributor Manual

area managers

Area Managers are responsible for the customer service and inventory functions within a specific region of the country.

Inventory Planners

Inventory Planners are responsible for managing equipment and parts inventory levels and sales forecasts for a set of Distributors,

assisting in production planning, and providing logistics analysis.

csrs

The CSR is a Distributor’s main point of contact for all customer service-related activities, including placing inventory requests,

status of requests, availability inquiries, shipment inquiries, and problem resolution for parts and equipment. See Appendix D

to this section for a detailed listing of department personnel.

equIPment FulFIllment methodology

Inventory FulFIllment — rIght Product, rIght Place, rIght tIme

bonded customers

The process begins with a Distributor placing inventory requests.

Customer Service releases product for shipment based on need (as defined by inventory compared to historical and recent

sales along with production capacity). Inventory includes both bonded and owned inventory at a Distributor’s locations,

bonded inventory at floor-plan locations, and any bonded inventory at Associate Distributors’ locations.

oPen account customers

• The process begins with a Distributor placing orders.

• Orders will normally have a 10 business-day lead-time (14 calendar days). Typically, products will be delivered within 10

business days from when orders are placed.

• Invoicing will be based on the effective price at the time of shipment.

shIPment cancellatIon — bonded and oPen account customers

If a Distributor cancels a shipment that has been staged for loading or already loaded for shipment, that Distributor will be

charged a restocking fee of 20% of the shipment value (at list price).

carrIer choIce — bonded and oPen account customers

All requests to ship Goodman brand product via third-party non-Goodman contracted carriers must be arranged by requestor

at their expense.

exPedIted shIPments

bonded customers

At times, our bonded customers will request inventory in larger quantities than we would normally ship, based on inventory

and sales data. In these cases, Goodman will only ship the equipment if it does not interfere with existing needs of other

Distributors. If this condition is met, we will expedite the shipment using the Distributor’s Open Account. Otherwise, Goodman

will not process the request.

oPen account customers

At times, an open account customer cannot wait 10 business days for equipment. In these cases, Goodman will only ship the

equipment if it will not interfere with existing needs of other Distributors. If this condition is met, Goodman will release the

equipment for early shipment. However, normal shipping rules will apply. The Distributor will be responsible if expedited

freight is needed. Otherwise, Goodman will not expedite the shipment.

shIPPIng — bonded and oPen account customers

It is our goal to ship the required products to meet targeted inventory levels. Sometimes it may be necessary to ship product

in advance of the requested dates to minimize transportation costs. In such cases, Distributors must accept and receive these

shipments.

In cases of product transition, Goodman will ship older model product until depletion before beginning to ship newer style/

model product.


2012 Goodman ® Distributor Manual

equIpment

FulFIllment

plan

Per the Freight Policy (see the Freight Policy section), Goodman will only pay the freight for full truckload shipments, shipped

in a dry van using the carrier of Goodman’s choice. If a full truckload cannot be created, Goodman will attempt to create a

multi-stop load. For equipment shipments to stocking locations a minimum order of $40,000 (~⅓ of a truckload) must be

placed to qualify for freight pre-paid. Changes or additions to an order will be accepted only within 24 hours from the time the

order is received. For orders less than $40,000, the load will be consolidated on another truck going to the same general area

and the Distributor will be charged the cost of the stop and for any out-of-route miles. To qualify for multi-stop, each stop must

account for at least 10% of a truck’s space. Goodman will not ship the product if a single stop or multi-stop truckload cannot

be created unless directed by the Distributor at Distributor’s expense. Goodman can send the inventory request report weekly

(see Reports below). It is the Distributor’s responsibility to request Less-than Truckload (LTL) shipments if needed (at Distributor’s

expense) for any open items or for quantities that amount to less than 10% of a truck. In addition, product shipped via

LTL carrier at the customer’s request will be charged a $50 handling fee per order.

Inventory rebalancIng — bonded customers

Inventory requests are typically placed and fulfilled at the location level. An inventory imbalance occurs when product is

needed at the location level but the Distributor’s inventory within a region meets the targeted inventory levels. A region, in

this case, is a group of locations for a Distributor that are within a day’s travel of each other. The targeted inventory level is

the amount of inventory, based on historical and recent sales, that will result in the inventory turns goal being met. If there is

an imbalance, it is the Distributor’s responsibility to rebalance inventory amongst Distributor’s locations. Goodman will not

continue to ship additional inventory into a Distributor’s region if there is an inventory imbalance.

Pack quantItIes — bonded and oPen account customers

Shipping units in their original pack quantity reduces damage incurred during transit and improves labor efficiency for all parties

by reducing the time to load/unload a trailer. The following item classes are shipped in pack quantities only:

• Condensing Units

• Heat Pumps

• Air Handlers

• Furnaces

• Ceiling Access Panels/Wall Access Doors

• Parts and Accessories

The only exception to this is when Goodman has been requested to ship the product directly to a job site. For job-site shipments,

we will break packs when necessary. For shipments to a Distributor’s warehouse, co-distributor, or floor-plan location,

all shipments will be in pack quantity. For equipment shipments to stocking locations, a special request to break a factory pack

will result in a $25 per line item charge being applied to the invoice.

If an inventory request is made with SKUs and quantities having broken packs, the SKUs will be notated in the inventory

request report. As Distributors typically have different requirements, our policy is to alert the Distributor regarding the pack

quantity issues and only ship the portion of the order that can be shipped in pack quantity. The order will be “rounded down”

to the nearest pack quantity for the purpose of shipping. The remaining quantities will not be shipped until the Distributor

adjusts the order with the CSR.

dIrect shIPments — bonded and oPen account customers

Goodman will pay freight for direct shipments to a Distributor’s customer or job site if the order is valued greater than

$40,000. Freight for orders less than this amount will be charged to the Distributor.

revIeWs — bonded dIstrIbutors

quarterly revIeW

In order to meet Goodman’s requirements for inventory turns, there will be quarterly inventory turn reviews. To calculate

inventory turns, this review will take into account the average inventory ($) per month over a rolling 12 months and the sales

($) over a rolling 12 months. This calculation is based on the bonded reporting done by each bonded Distributor, as audited

by Goodman.

Each quarter has an inventory turn target set by Goodman. The targets for 2012 are shown in the table below. Distributors

failing to meet the targeted goal at the end of the quarter will have a bonded release created. The release will account for the

delta between sales and required sales for the minimum turns goal (up to the dollar value of bonded inventory). Appendix C

shows an example of the calculation that will be done every quarter to determine the pay out. The table below describes the

break-out by quarter with an example for the goal.

www.goodmanmfg.com


EquipmEnt

FulFillmEnt

plan

www.goodmanmfg.com

Table 1: Quarterly Review Process with Inventory Turns Goal

2012 Goodman ® Distributor Manual

Jan Feb Mar April May June July Aug Sept Oct Nov Dec

Quarter/Measurement Period I I I II II II III III III IV IV IV

Turns Goal 8.0 8.0 8.0 8.0 8.0 8.0 8.0 8.0 8.0 8.0 8.0 8.0

RepoRts — Bonded distRiButoRs

In an effort to ensure that Distributors have the information needed to make proper inventory requests, Goodman will send

reports detailing inventory turns, open inventory requests, and inventory request analysis.

inventoRy tuRns RepoRt

This report (available upon request) details inventory turns by item class and brand. It also details the payout (if any) if the

quarterly payout were ending that month.

inventoRy Request RepoRt

This report will be sent upon request detailing all open inventory requests with the ship status and those items not in pack quantity.

inventoRy Request AnAlysis

This report will be sent upon request advising the Distributor of the items that need to be requested or that need to be

requested in a larger quantity based on current inventory and sales. This is meant as guidance only and is provided to aid the

Distributor with inventory requests.

sAles And inventoRy RepoRts

Preparing and submitting daily Distributor S&I Reports are mandatory requirements of the 2012 Goodman Equipment Purchase

Plan for bonded/consigned customers. This information is critical for managing Distributor inventory levels and for

production planning. All equipment inventories (including owned items outside the bonded warehouse inventory) must be

reported on the daily S&I report. Also, any bonded inventory on a Dealer Floor Plan should be included. S&I must be submitted

accurately; this means the SKUs must match what is in the physical location and quantities must match actual information.

S&I reports are due every business day for the preceding business day. If the report has not been submitted on a timely basis,

shipments may be suspended until the S&I report is current.

As timely and accurate S&I data improves the information and service levels for Distributors and Goodman, all Distributors are

required to submit daily S&I. This allows Goodman to see daily sales and react accordingly to sales trends. Daily S&I submittal

shortens the lead-time between product being sold at the Distributor site and product being replenished from the factory

warehouse. As submitting daily S&I can potentially require changes to the current systemic data flow, Goodman will provide

resources and guidance to assist in meeting this requirement. Contact your Logistics Area Manager if you need assistance.

See Appendix D for contact information.

Distributors may upload the required S&I information in the following way:

1. Upload a *.txt, *.xls or *.zip file via Goodman’s website

(www.goodmanmfg.com). You may upload files

in the following formats:

a. Text file with fields separated by an asterisk (*)

and a .txt extension

b. Zipped text file with fields separated by an asterisk

(*) and a .txt.zip extension

c. Excel spreadsheet with an .xls extension

d. Zipped Excel spreadsheet with an .xls.zip extension

2. FTP text files with fields separated by an asterisk (*)

3. Type the information using the Goodman website

(www.goodmanmfg.com).

Figure 1: Navigate through this screen to upload your weekly S&I report.


2012 Goodman ® Distributor Manual

Once the S&I information is submitted, the data will

be analyzed by Goodman. Sales trends will be used for

production planning. The Inventory Planner or Area

Manager is the point of contact for any S&I-related

questions.

Model

Begin

Inventory

Receipts

Sales

Trans In

Table 2: S&1 Data

Trans Out

EquipmEnt

FulFillmEnt

plan

Figure 2: Navigate through this screen to enter your weekly S&I report.

End

Inventory

Committed

Urgent

Need

Available

Excess

HKR-03 50 18 10 0 0 58 0 0 0 0 0

HKR-05 75 36 25 0 0 86 0 0 0 0 0

HKR-05C 60 24 18 0 0 66 0 0 0 0 0

HKR-06 80 12 25 0 0 67 0 0 0 0 0

HKR-08 150 72 80 0 0 142 0 0 0 0 0

HKR-08C 270 90 40 0 0 320 0 0 0 0 0

HKR-10 300 42 20 0 0 322 0 0 0 0 0

HKR-10C 110 0 25 0 0 85 0 0 0 0 0

• Begin Inventory: Inventory at beginning of date period

• Receipt: Quantity received during the time period

• Sales: Quantity sold during time period

• Trans In: Quantity received as a transfer during time period

• Trans Out: Quantity shipped as a transfer during time period

• End Inventory: The final inventory at the end of the time

period

• Committed: Inventory a Distributor is holding for a customer;

normally, this should be inventory that will be

sold in the current month

• Urgent Need: Quantity needed for the next week but not

on hand

Description of Data fielDs

Adjust.

Damaged

• Available Excess: Quantity a Distributor will not need in

the next two months

• Adjustments: Any inventory shortages or overages from

the last period

• Damaged: Quantity of the ending inventory that is not

sellable due to damage

• Ending inventory =

beginning inventory

+ receipts into inventory

– sales from inventory

+ transfers in

– transfers out

+ adjustments

www.goodmanmfg.com


equIpment

FulFIllment

plan

www.goodmanmfg.com

2012 Goodman ® Distributor Manual

oPen account dIstrIbutors — oPen orders rePort

This report will be sent weekly (or as requested) detailing all open inventory requests with the ship status and a notation for

any items not in pack quantity.

daIly sales rePorts – oPen account customers

Goodman requires that all open account distributors provide a daily report of Goodman products sold. Providing daily pointof-sale

data is the standard in many industries and is essential for production planning. Goodman can receive this information

in a variety of formats, including all of those mentioned above, and will provide assistance during the implementation of this

report if needed. At a minimum, the report should include the item number, date, quantity sold, and remaining inventory.

The purpose of this request is to understand the sales pattern of each SKU in order to quickly identify trends and make adjustments

to provide better service levels. Goodman is not interested in receiving any dealer-specific information.

electronIc data Interchange

Electronic Data Interchange (EDI) is the computer-to-computer exchange of business information using a public standard.

EDI was first used in the transportation industry more than 20 years ago. It is a central part of Electronic Commerce (eCommerce),

because it enables businesses to exchange business information electronically much faster, more cheaply, and more

accurately than is possible using paper-based systems.

In EDI, the electronic equivalents of common business documents such as Advanced Shipping Notices, Requests for Quotes,

Purchase Orders, and Invoices are transmitted electronically between the computers of Trading Partners. These electronic

documents are given standardized electronic formats and numbers (referred to as ANSI X12 standards), so everyone involved

can correctly interpret the information that is sent to them.

Value-Added Networks (VANs), companies similar to long-distance phone companies, provide telecommunication connectivity

between Trading Partners. Translation software is used by each Trading Partner to translate the business data from common

ASCII or other formats to ANSI X12 format, and vice versa.

Goodman will continue to expand its use of EDI. Goodman currently uses EDI for inventory requests, advanced shipping

notices, invoices, order confirmations, and manifests. The benefits of EDI inventory requests over faxing or emailing include:

• Orders entered into MAPICS (Goodman’s system) in a matter of seconds as opposed to up to 24 hours

• Less reliance on human interpretation of data. EDI virtually eliminates keystroke errors caused by misreading emails and

handwritten faxes.

Please contact your Area Manager for assistance in implementing EDI.

Inventory transFers

Please see Appendix A for the detailed procedures on transfers.

returns

Please see the Freight Policy section and Appendix B for the complete Goodman Return Material Authorization Policy.

account adjustment authorIzatIons

Please see Appendix C for the detailed procedures on adjustments.


2012 Goodman ® Distributor Manual

Inventory transfer PolIcy

EquipmEnt

FulFillmEnt plan—

appEndix a

condItIons

Inventory transfers between Distributors are used to help alleviate inventory shortfalls and balance excess inventories.

Although transfers will always be necessary, our intention is to deploy correctly the first time.

freIght charges

Goodman will pay the freight for transfers only if the following conditions apply:

• For bonded Distributors, there must be a shortage within multiple Distributor locations. For open account Distributors, the

product must be at the 10 business-day due date.

• The product must not be available at any Goodman warehouse.

• The product must not be in the production schedule within the next five business days.

Process

• The CSR verifies when the product will be needed.

• The CSR will explore the closest geographical region where the required product is located. Once the needed product

has been located from field inventory, the CSR will initiate the Inventory Transfer Form. The CSR will also determine if any

additional product could be transferred to the same location, based on the receiving location’s inventory needs.

• The CSR will validate all shipping information from both shipping and receiving locations. Product older than 12 months

should never be transferred unless authorized by the receiving Distributor.

• The CSR will fax the Transfer Authorization Form to both the sender and the receiver.

• The CSR will contact and provide the Transportation Dept. with the appropriate information. The CSR will confirm the transfer

authorization with the shipping location. Our Traffic Dept. experiences many delays because a Distributor or branch

does not communicate transfers to the appropriate parties when contacted for pick-up.

• The shipper is required to have the freight ready for pick-up prior to the designated carrier’s arrival, including proper documentation

of the product to be shipped.

• If a transfer is canceled or modified, all parties must be notified (sender, receiver, transportation, transfer administrator,

etc.) by the party requesting cancellation.

• The shipper will ensure all paperwork, including model and serial numbers, Bill of Lading (BOL), and copy of Transfer

Authorization Request, is sent to the Transfer Administrator within seven (7) days of shipment.

• The receiver will ensure all paperwork, including model and serial numbers, BOL, and copy of Transfer Authorization

Request, is sent to the Transfer Administrator upon verification of receipt within seven (7) days of shipment.

• Discrepancies involving product and/or serial numbers must be communicated to the Transfer Administrator upon receipt

of inventory transfer.

• Do not ship damaged products. The shipping distributor will verify that product to be transferred is not damaged and in

factory condition.

• The shipping distributor will provide photos and documentation verifying condition of product prior to shipment. Failure

to provide such documents may result in shipping distributor being charged back for damaged equipment shipped, and

all applicable freight or handling charges. (Model and serial numbers must be documented prior to shipment of product).

• If product arrives damaged, the receiving Distributor must document and photograph the damage prior to unloading. The

damage must be notated on the carrier’s Delivery Receipt and/or BOL. Failure to do so will result in claim denial. Specific

detail, such as the model and serial number, must be included. The receiving Distributor must file a freight damage claim

with the freight carrier. Do not refuse product. Refused product will be sent back to the receiving Distributor at the Distributor’s

expense. Any cost associated with refused product will be at the Distributor’s expense (see Freight Policy).

Shipment of damaged product will result in the refusal of credit to the shipper for the full value of product shipped. The

shipper will also be charged for the freight expense of the transfer.

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

EquipmEnt

FulFillmEnt plan—

appEndix B

return MaterIal authorIzatIon PolIcy

Any product return request must be submitted to the Distributor’s CSR, who will submit it for approval. Product to be returned

must be the current model, in original cartons and/or packaging, and have prior written authorization. No credit will be given

for damaged or obsolete product, or for product returned without authorization. Obsolete product is defined as any SKU that

is not the current model. Goodman will refuse any returned shipment without the proper approved authorization. Failure to

adhere to the following procedure may result in additional charges and delays.

return authorIzatIon Procedure

• Request a Return Material Authorization (RMA) from your CSR.

• Customer must provide model and serial number of specific items requesting to be returned via RMA.

• In the event that you have received a shipment in error (over-shipment, duplicate shipment, short-shipment, damage,

etc.), you must notify Logistics Feedback (logistics.feedback@goodmanmfg.com) or your CSR within 24 hours of shipment

receipt to process the return.

• RMA requests for incorrect shipments or over-shipments must be requested within two (2) business days after receipt of

product.

An RMA request for reasons other than listed above (such as “customer canceled order”) may be approved with a product

review, customer history/item sales, and appropriate re-stocking fee. Re-stocking fees are normally 20% of the cost of the

product value, plus any freight expenses. This must be requested within two (2) business days after receipt; otherwise, it will

be denied with no credit being issued.

An RMA request for equipment and/or parts shipped direct to a customer or job site will be denied. Any damaged receipts will

be returned to the Distributor. Credit will not be issued for damaged product received via RMA.

ALL returns must include the RMA form attached to the load, product, or in the box as a packing list (do not write on any

boxes). Returns not properly marked, as well as any products and/or quantities not matching the original RMA, will be refused

and returned to the customer (sender) at his expense.

ALL RMA requests expire 30 days after issuance; therefore, all returned products must be received at the correct facility (HLC,

Fayetteville, etc.) within the 30-day period. Product delivered after 30 days will be refused and credit will not be issued.

Important: You must enclose the RMA form with your return; otherwise, credit will not be issued.

shIPPIng requIreMents

• Customer is responsible for shipping charges on all returned items, with the exception of defective equipment, incorrect

shipments, or other approved returns.

• Customer shall use the original or equivalent packaging and ensure the product is loaded and shipped properly. In some

cases additional packaging may be required to prevent shipping damage.

unauthorIzed returns

Any returns that do not meet the above-mentioned requirements will be classified as an unauthorized return and credit will

not be issued. These requirements include any damaged product that was not previously approved. Goodman will not be

liable for any loss or damage to unauthorized returns. The Distributor will be charged all related transportation and restocking

cost for any shipments refused by a Distributor’s customer (i.e. direct shipment).

docuMentatIon

If a Distributor/customer requests resolution for shipping discrepancies, damages, unloading or detention fees, RMA’s or pricing,

the above-mentioned procedures must be followed. The claims process will begin with a Distributor/customer contacting

the Operations Department via fax or e-mail (713-602-3209 or logistics.feedback@goodmanmfg.com), or their CSR to request

an Account Adjustment Authorization (AAA) be initiated. All supporting documentation must be provided in order to begin

the AAA process. Failure to do so will result in denial of claim.

www.goodmanmfg.com


Distributor XYZ

2012 Goodman ® Distributor Manual

Total

Month End

1 2 3 4 5 6 7 8 9 10 11 12 Inventory

Class Type

Sales $2,000 $2,000 $1,800 $4,000 $2,585 $1,680 $2,287 $2,534 $1,555 $1,564 $1,995 $2,254 N/A $26,254

Inventory $5,528 $4,840 $4,445 $4,775 $4,052 $3,716 $3,716 $3,940 $3,236 $2,798 $2,605 $2,957 $2,829 $3,803

Air Handlers

Turns 4.63 5.17 4.69 10.88 7.99 5.43 7.17 8.47 6.18 6.95 8.61 9.35 N/A 6.90

Sales $7,758 $5,294 $4,546 $4,252 $4,564 $4,355 $4,328 $4,200 $11,770 $8,000 $6,000 $10,008 N/A $75,075

Inventory $17,727 $13,677 $11,556 $10,409 $9,127 $9,338 $9,419 $9,534 $10,707 $12,351 $14,995 $20,597 $18,744 $12,937

Coils

Turns 5.93 5.04 4.97 5.22 5.93 5.57 5.48 4.98 12.25 7.02 4.05 6.11 N/A 5.80

quarterly Payout calculatIon

Sales $67,565 $66,258 $47,253 $50,285 $75,125 $92,452 $85,426 $72,159 $65,215 $53,585 $75,999 $124,661 N/A $875,983

Inventory $87,394 $97,650 $108,422 $103,894 $101,951 $125,493 $104,025 $74,630 $81,450 $89,963 $101,250 $132,840 $123,602 $102,505

Condensers

Turns 8.76 7.72 5.34 5.86 7.93 9.67 11.48 11.10 9.13 6.73 7.79 11.67 N/A 8.55

Sales $88,542 $85,153 $69,257 $65,826 $76,525 $97,824 $71,249 $73,527 $91,999 $125,186 $105,684 $124,851 N/A $1,075,623

Inventory $129,738 $134,332 $124,972 $118,942 $109,454 $122,023 $117,652 $127,046 $147,791 $162,689 $141,886 $147,898 $153,297 $133,671

Furnaces

Turns 8.05 7.88 6.81 6.92 7.93 9.80 6.99 6.42 7.11 9.86 8.75 9.95 N/A 8.05

Sales $65,952 $70,111 $76,954 $71,850 $71,585 $73,795 $59,259 $76,825 $61,059 $69,999 $64,285 $81,582 N/A $843,256

Inventory $97,672 $93,310 $112,199 $122,792 $122,333 $123,933 $111,522 $113,952 $143,180 $142,815 $127,328 $121,976 $118,243 $119,327

Heat Pumps

Turns 8.29 8.19 7.86 7.03 6.98 7.52 6.31 7.17 5.12 6.22 6.19 8.15 N/A 7.07

Sales $1,000 $1,558 $1,258 $1,958 $1,257 $1,958 $1,000 $1,155 $1,238 $1,249 $1,888 $2,564 N/A $18,083

Inventory $2,849 $2,912 $3,239 $2,823 $2,064 $2,558 $3,205 $2,874 $2,527 $2,112 $2,310 $1,363 $1,606 $2,496

Package Cool

Turns 4.17 6.08 4.98 9.62 6.53 8.15 3.95 5.13 6.40 6.78 12.34 20.73 N/A 7.25

Sales $14,925 $18,218 $12,658 $8,652 $9,524 $8,652 $9,524 $7,521 $12,587 $11,085 $1,258 $13,584 N/A $128,188

Inventory $27,447 $25,001 $21,646 $24,656 $21,763 $15,928 $14,057 $13,991 $14,061 $11,458 $17,802 $19,979 $19,843 $19,049

Package Gas

Turns 6.83 9.37 6.56 4.47 6.06 6.93 8.15 6.43 11.84 9.09 0.80 8.19 N/A 6.73

Sales $15,825 $16,254 $12,582 $13,258 $14,824 $13,259 $15,240 $13,258 $13,000 $12,543 $10,924 $12,582 N/A $163,549

Inventory $18,022 $20,386 $25,967 $25,277 $20,959 $19,650 $20,347 $21,453 $17,483 $15,702 $14,191 $15,011 $21,708 $19,704

Package Heat

Turns 9.89 8.42 5.89 6.88 8.76 7.96 8.75 8.17 9.40 10.07 8.98 8.22 N/A 8.30

Open Account Sales $4,258 $1,829 $1,344 $5,120 $1,258 $1,242 $3,095 $8,120 $3,659 $3,587 $1,982 $1,187 N/A $32,261

Sales $267,825 $266,675 $227,652 $225,201 $257,247 $295,217 $251,408 $259,299 $262,082 $286,798 $270,015 $373,273 N/A $3,242,692

EquipmEnt

FulFillmEnt plan—

appEndix C

Inventory $386,377 $392,108 $412,446 $413,568 $391,703 $422,639 $383,943 $367,420 $420,435 $439,888 $422,367 $462,621 $459,872 $413,491

Total

Turns 8.26 7.95 6.61 6.71 7.58 8.78 8.03 7.90 7.31 7.98 7.32 9.71 N/A 7.84

Date Month 1 Month 2 Month 3 Month 4 Month 5 Month 6 Month 7 Month 8 Month 9 Month 10 Month 11 Month 12

8.26 8.08 7.60 7.42 7.41 7.69 7.75 7.71 7.65 7.71 7.64 7.84

8.26 7.95 6.61 6.71 7.58 8.78 8.03 7.90 7.31 7.98 7.32 9.71

Cumulative Monthly

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

contacts

EquipmEnt

FulFillmEnt plan—

appEndix d

Forecasting & Production Planning Fax – 713.861.9268

Caroline Attaway Director — Forecasting & Master Scheduling x5656

Mary Johnson Production Planner- Fayetteville x5427

Autumn Marble Production Planner- Dayton and Furnace x5735

Joy Size Planning Coordinator x5349

Inventory and Order Management

Marshall Blackham Director — Inventory Planning and Order Services x5772

Darren McConnell East Area Manager x5655

Gina Carlisle Customer Service Representative x5692

Hershelle Collins Customer Service Representative x5686

Karen Gibbs Customer Service Representative x5632

Sabrina Merrick Customer Service Representative x5645

Beverly Ray Customer Service Representative x5765

Donna Turner Customer Service Representative x5689

Peter Chen West Area Manager x5454

Torrie Babineaux Customer Service Representative x5684

Debora Crozier Customer Service Representative x5636

Sherri Gressett Customer Service Representative x5644

Darren Jones Customer Service Representative x5865

Shirlee Kay Customer Service Representative x5646

Deloris Thornton Customer Service Representative x5651

Juan Jaramillo Inventory Manager/Planner x5694

Chirag Modi Inventory Planner x5769

Kim Caples Inventory Planner x5678

Trilok Shetti Inventory Planner x5741

Ryan Johnson Inventory Planner x5627

Jennifer Anders Parts Manager x5617

Kesha Stubblefield Parts Team CSR 800-645-6586 or x5720

Randy Wieczorek Parts Team CSR 800-645-6586 or x5756

Cynthia Buchanan Parts Team CSR 800-645-6586 or x5752

Shameika Godfrey Parts Team CSR 800-645-6586 or x5721

Amey Sadekar Parts Planning Supervisor x5731

Kristie Stefanik Service Parts Planner x5864

Sudarshan Krishnan Service Parts Planner x5732

Keith Johnston Service Parts Planner x5719

James Taylor Service Parts Planner x5867

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

PurPose*

The Mark-up Rebate Program’s goal is to increase the Distributor’s market share by

keeping costs low while keeping margins high. Each Distributor participates at the

program level mutually agreed upon by the Distributor and Goodman.

Depending on your program level, you are allowed to mark up your selling price to a

given level and receive the maximum rebate from the factory. If you sell higher than

your allowable mark-up, you will not receive the maximum rebate and, in certain

circumstances, may forfeit the rebate altogether. The mark-up rebate is calculated

monthly and is paid based on your year-to-date results; thus if you sell above the program

in one month, you may still recoup your lost rebate in future months by selling

below the allowable mark-up. If you sell at or below the allowable mark-up, you will

receive the maximum rebate.

Various sub-programs (Large Customer, Super-Large Customer, Associate Distributor,

Johnstone, Dealer Discount Pricing, and National Accounts) are “out-boarded” (i.e.,

excluded) from the total sales and cost of sales when calculating the mark-up rebate.

Please refer to the respective sections for detailed descriptions of these programs.

* For Distributors having Distributor Sales Agreements with Goodman Sales Company, the specific terms

and conditions of your written agreement will control.

rePortIng requIrements

Report your sales in the Universal Format. Upload using excel or FTP.

A B C D E F G H

Distributor

#

Zip Code

Sold From

Transaction

Type

Bonded

(Y/N)

Model

Serial

#

Transfer

Customer

#

I J K L M N O P Q

Dealer

#

Dealer

Name

Invoice

#

Invoice

Date

Unit

Price

Unit

Cost

ZIP Code

Sold To

Promo

#

Reference

#

Transfer

Customer

Zip Code

A. Distributor #: Distributor assigned as the parent account in SecureNet

B. Zip Code Sold From: US 5-digit zip codes and Canada postal codes only. For

international sales other than Canada, report “INTL”

C. Transaction Type: SLD=sale, RTN=Return, PROMO=Promo

D. Bonded (Y/N): B=Bonded sale N=No Bonded sale

E. Model:

a. Goodman’s model # when Transaction type is SLD or RTN

b. Valid promotional code (per PMN) when Transaction type is PROMO

F. Serial # (Optional): Serial # of the unit sold

G. Transfer Customer #. (Optional): If unit has been transferred to or from other

Distributor, please indicate the other distributor’s number

H. Transfer Customer. Zip Code (Optional): If unit has been transferred to or from

other Distributor, please indicate zip code involved in the transfer

I. Dealer #: Dealer number assigned by the distributor to its customer

J. Dealer Name: Name of the dealer

K. Invoice #: Invoice # used on the sale

contact InFormatIon

PrograM adMinistration

ATTN: Judy Collins

5151 San Felipe, Suite 500

Houston, TX 77056

713-861-2500, x5251

mark-up

reBate

program

Miscellaneous Legal

Distributor’s account must be current as a

prerequisite to receiving rebates under this

program. This is a summary of the terms

of the Mark-up Rebate Program. Specific

terms and conditions are stated in the Distributor’s

contract. Goodman reserves the

right to modify or terminate this program at

any time in its sole discretion.

www.goodmanmfg.com


mark-up

reBate

program

www.goodmanmfg.com

2012 Goodman ® Distributor Manual

L. Invoice Date: Date of the sale in YYYYMMDD format

M. Unit Sale Price: Unit price or discount amount for Promos

N. Unit Cost: Unit price paid to Goodman at purchase time

O. Zip Code Sold To: US 5-digit zip codes and Canada postal codes only. For international sales other than Canada,

report “INTL”

P. Promo # (Optional): A Goodman provided PC Code (if applicable)

Q. Reference # (Optional): To be printed as a reference on the payment check

mark-uP rebate Program bank usage rules

This program gives the Distributor the tools to manage his market pricing requirements and develop sales programs to generate

sales of Goodman brand products. Should the market allow products to be sold to the Dealers at a level above the selected

margin, the Distributor earns “bank.” The “bank” allows the Distributor to design local marketing programs that enhance the

sale of Goodman brand products and is a 12-month rolling calculation.

Bank funds can be used for the following programs:

1. Pricing

a. Giving Distributors the ability to respond to competitive pricing situations is the primary purpose of the Mark-up Rebate

Program.

b. Should a competitive situation arise, the Distributor may sell products at a price below the margin cap, using bank funds

to make up the difference between the selling price and the margin cap.

2. Advertising

a. Media Advertising

• Advertising must feature Goodman as the primary or secondary brand in the communication, with no less than onethird

of the product-focused time or ad space featuring Goodman

• A copy of the ad must be submitted with the claim

b. Yellow Pages Advertising

• For a Yellow Pages trade listing, trademark, or display ad that communicates that the Distributor or Dealer sells Goodman

products

• A copy of the tear sheet or a proof of the listing must be submitted with the claim

c. Direct Mail Expenses

• For direct mail programs that feature Goodman brand HVAC products

• A copy of the direct-mail piece issued must be included with the claim

3. Meetings/Trips

a. A Distributor may submit receipts for reasonable expenses, including airfare, ground transportation, lodging, and meals

for meetings/trips that improve a Distributor representative’s or Dealer’s ability to sell Goodman brand products, such

as the following:

• Factory tours organized by Goodman

• Local Dealer meetings

• Other Goodman-sanctioned or -approved meetings or trips

b. Distributors should not attempt to submit claims for trips that their Dealers have already paid for.

• If the Dealer has paid for a portion of the trip cost, bank funds may be used only to pay the portion not paid by the Dealer.

• Any Distributors submitting claims for trips that dealers have already paid for will no longer be eligible for reimbursement

of trip costs through bank funds.

• Trips can be paid for only once by one party.

• Management of trips must be defined, and receive prior approval by the Regional Sales Director and Senior Vice

President of Sales.

Note: If you are unsure whether your event falls within the options above, contact Dawn Campbell at 713.861.2500 x5899.


2012 Goodman ® Distributor Manual

mark-up

reBate

program

4. Merchandise Displaying the Goodman Logo

a. Prior approval from the Senior Vice President of Sales, must be obtained for purchases of Goodman logo’d products

using bank funds.

b. For logo’d merchandise that will be given to Distributor personnel, HVAC Dealers, or consumers to promote the awareness

and sale of Goodman products:

• Promotional materials, such as trade show and event giveaways

• Incentive items, such as sales promotion awards

5. Open Houses

a. Bank funds may be used for the costs of holding Open House events at which information about Goodman products are

presented to Dealers

b. The Open House event invitation that was sent to Dealers must be submitted with the claim

6. Promotional Programs: For use in promotions supporting the sale of Goodman products, including the following:

• Customer rebates for purchase of Goodman products

• Consumer financing through the American General Program for Goodman products

• GoodCare Extended Warranty Agreements

7. Sales Contests and Spiffs

a. For those programs within the Distributorship that help drive sales of Goodman products by Distributor sales personnel

b. Program documentation must be attached to claim

8. Signage

a. Goodman interior/exterior signage purchased through Dualite

b. Goodman display racks purchased through Siegel Display

c. Goodman vehicle signage purchased through The Hayden Corporation

9. Sponsorships

a. Bank funds may be applied toward those sponsorships that make sense for the Distributor and for Goodman’s business

b. A letter describing the target audience reached by the sponsorship and the business rationale for the sponsorship must

be submitted with claim

c. To avoid confusion regarding what sponsorships are appropriate for bank usage, the Distributor should either build the

sponsorship into the seasonal marketing plan OR submit information about the sponsorship to the Goodman Regional

Sales Director for pre-approval

10. Trade Shows

a. For trade show-related expenses at Builder and HVAC shows where the Distributor features Goodman products. Only

those items/services supporting display and promotion of Goodman products are eligible for reimbursement through

bank funds

b. Bank funds cannot be used for capital expenditures, such as a custom trade show booths, computers, etc. Bank funds

cannot be used to pay freight costs associated with product movement or delivery.

Distributors may use bank funds for up to four quarters after they are earned. If a distributor earns bank in Q1 2012, they will

have until the end of Q1 2013 to use those funds. Goodman will no longer sweep away any unused bank funds at the end of

each calendar year. However, funds that go unused for four quarters will be lost. Bank claims will be applied against the oldest

available quarterly bank balance. Submitted bank claims in excess of earned bank will be applied to future quarters until

bank is earned. If there is a positive bank balance (no remaining bank) at the end of the year, that will be zeroed out to start

the new year at zero bank.

claIm Procedures

Bank Claims are to be submitted in Program Application Process (PAP). Any supporting documents should be attached. Payment

will be made quarterly if funds are available.

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

PurPose

For 2012, Goodman continues to pursue and maintain strong and long-term partnerships

with national and regional contractor organizations. These groups include, but

are not limited to:

• HVAC Consolidators

• Contractor Affinity Groups

• Contractor Best-Practices Organizations

• HVAC Franchises

• Contractor Buying Groups

All our strategic alliance partnerships provide for preferred vendor rebates to qualifying

member contractor or service centers to motivate them to purchase or continue purchasing

Amana brand products. Rebates are funded 100% from Goodman.

DIstrIbutor resPonsIbIlItIes anD InformatIon

PreferreD VenDor sIgn-uP forms

All contractors or service centers wishing to participate in the preferred vendor

rebate program through their affiliate organizations are required to have an approved

Preferred Vendor Rebate registration in Program Application Process (PAP). Distribution

TSM’s or counter associates should ensure that the member contractor is registered

correctly in PAP. Sales should be reported quarterly using the same account number.

rebates

Rebates vary among the groups depending on buying potential, product mix, area

of specialty etc. These rebates are confidential and should not be discussed with

contractors or others outside the organization network. Rebates are normally paid

quarterly; one check is issued to the organization. The organization is responsible for

distributing the rebates to its members or service centers. Rebates are paid to the

organization within 60 days after the end of each quarter.

ContaCt InformatIon

Strategic

allianceS

Mike Henson

Director, Strategic Alliances

256-603-9611

256-533-3814 — Fax

mike.henson@goodmanmfg.com

Beverly CHildress

Director, National Accounts

931-625-2118

beverly.childress@goodmanmfg.com

JiMMie vasquez

Manager, Strategic Alliances

713-263-5788 — Office

713-539-2836 — Cell

713-331-3275 — Fax

jimmie.vasquez@goodmanmfg.com

dawn CaMpgell

Program Coordinator

713-263-5899 — Office

713-316-5577 — Fax

dawn.campbell@goodmanmfg.com

www.goodmanmfg.com


strategIC

allIanCes

www.goodmanmfg.com

2011 Goodman Distributor Manual

rePortIng

Distributors who do not report sales by dealer directly to Goodman on a quarterly basis (unless otherwise nstructed) will be

contacted by the Strategic Alliance Department and given a worksheet containing the names of those dealers who have reported

a vendor relationship with a distributor. Distributors must provide to the Strategic Alliance Dept. the purchase amounts

of qualifying equipment within seven (7) working days after the end of the quarter. This ensures that Goodman can expedite

rebates to the groups. Distributors should report these figures back to the individual contractor to reduce the number of discrepancies

AFTER Goodman has cut the quarterly rebate check.

qualIFyIng equIPment

Goodman equipment that qualifies for preferred vendor rebates are limited to serialized items sold by Goodman Manufacturing

Company, L.P. No accessory items qualify for national rebates. However, distributors are encouraged to develop regional

rebate structures for accessory items and supplies paid locally with these members or service centers.

current strategIc allIance PartnershIPs

• ARS (American Residential Services)

• Aire Serv / Pro Trade Net

• Comfort Systems USA

• Dr. Energy Saver

• Excellence Alliance (EAI)

• LINC Group / Green Homes America

• Nexstar

• Direct Energy / Clockwork

• AirTime 500 (AT500)

• BuyMax

• One Hour A/C (OHAC)

• Benjamin Franklin Plumbing

• Electricians Success, Inc.

• Mr. Sparky

• Plumbers Success, Inc.

• National Comfort Institute (NCI), formerly

International Service Leadership (ISL)

• Retail Contractors Coalition /

Service Nation Alliance

• United CoolAir Corporation

• WellHome, Inc.

(div. of Masco Home Services)


2012 Goodman ® Distributor Manual

PurPose

The Goodman Dealer Discount Pricing Program is intended to assist the distributor in

maintaining a profitable margin while aggressively seeking new Goodman equipment

sales.

Program regIstratIon

All requests for funding must be applied for and approved through the Program

Application Process (PAP). All relevant information must accompany the application

for it to be considered. Once your request is approved, you will be notified, and then

you may proceed with the sale/quote.

PrIcIng/rebate

Based on the Distributor sales price multiplier, a sliding scale rebate will be applied

to provide the Distributor with the gross margin percentage outlined below. Rebates

will be paid off of the 1.0 list price.

Distributor

Sell price

Goodman

Rebate %

Gross

Margin

Distributor

Sell price

Goodman

Rebate %

Gross

Margin

1.02 12.60% 14.3% 0.90 21.00% 12.2%

1.01 13.30% 14.2% 0.89 21.70% 12.0%

1.00 14.00% 14.0% 0.88 22.40% 11.8%

0.99 14.70% 13.8% 0.87 23.10% 11.6%

0.98 15.40% 13.7% 0.86 23.80% 11.4%

0.97 16.10% 13.5% 0.85 24.50% 11.2%

0.96 16.80% 13.3% 0.84 25.20% 11.0%

0.95 17.50% 13.2% 0.83 25.90% 10.7%

0.94 18.20% 13.0% 0.82 26.60% 10.5%

0.93 18.90% 12.8% 0.81 27.30% 10.2%

0.92 19.60% 12.6% 0.80 28.00% 10.0%

0.91 20.30% 12.4% Below 0.80 8.5%

Requests below 0.80 should be submitted as a “special” program request through

PAP and requires VP approval.

claIm Procedures

• Submit claims electronically through one of the rebate claim submission methods

available to all Distributors: PartnerLink or FTP.

• Required claim information includes: PAP registration #, model #, serial #, dealer #,

dealer name, invoice number, invoice date, and unit price.

• All claims must fall within the parameters outlined in the applicable approved PAP

registration form.

• All claims must be filed within 90 days of either the invoice date or installation

date, whichever is later. The final acceptance date for filing 2012 claims is March

31, 2013.

• All claims submitted on correct forms with complete documentation will be

processed within 30 days.

Goodman reserves the right to perform compliance audits on all documentation.

• In the event a claim adjustment is necessary, Goodman will document the nature of

the adjustment on the credit or debit invoice. When provided, the Distributor tracking

or control number will be indicated on the invoice to aid in account reconciliation.

Additionally, some claim forms have a Goodman audit column to verify claim

amounts. Copies of this form will be return-faxed with adjustments noted.

contact InFormatIon

dealer

dIsCount

prICIng

program

Judy collins

5151 San Felipe, Suite 500

Houston, TX 77056

713-861-2500, x5251

judy.collins@goodmanmfg.com

PrograM aPPlication Process

Holly Lobas

301-769-3092

holly.lobas@goodmanmfg.com

Miscellaneous Legal

Distributor’s account must be current as

a prerequisite to receiving rebates under

this program. This is a summary of the

terms of the Dealer Discount Pricing Program.

Specific terms and conditions are

set forth in the Rebate Program Claim

Forms. Goodman reserves the right to

modify or terminate this program at any

time in its sole discretion.

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

PurPose

As we continue to grow in light commercial, we continue to focus on the replacement

market. Distributors need the ability to lower prices to meet competitive situations

while maintaining profitable margins.

elIgIbIlIty

This program can be used on the following products: CPC, CPG, and CPH packaged

units, GSX and GSZ commercial split system units, and the AR Commercial air handler.

The rebate offered is off the current net distributor price. Light commercial products

are not eligible for base MURP or any other out-boarded program.

Program regIstratIon

All requests for funding must be applied and approved through the Program Application

Process (PAP). All relevant information must accompany the application for it to

be considered. Once your request is approved, you will be notified, and then you may

proceed with the sale/quote.

PrIcIng

Based on the Distributor sales price multiplier, a sliding-scale rebate will be applied

to provide the Distributor with the gross-margin percentage outlined below. Rebates

will be paid off of the 1.0 list price.

Distributor

Sell

Distributor

Rebate

Distributor

GM%

Distributor

Sell

Distributor

Rebate

Distributor

GM%

1.09 2.00% 10.1% 0.99 9.00% 8.1%

1.08 2.70% 9.9% 0.98 9.70% 7.9%

1.07 3.40% 9.7% 0.97 10.40% 7.6%

1.06 4.10% 9.5% 0.96 11.10% 7.4%

1.05 4.80% 9.3% 0.95 11.80% 7.2%

1.04 5.50% 9.1% 0.94 12.50% 6.9%

1.03 6.20% 8.9% 0.93 13.20% 6.7%

1.02 6.90% 8.7% 0.92 13.90% 6.4%

1.01 7.60% 8.5% 0.91 14.60% 6.2%

1.00 8.30% 8.3% 0.90 15.40% 6.0%

claIm Procedures

• Submit claims electronically through one of the rebate claim submission methods

available to all distributors: Partnerlink, EDI, or FTP.

• Required claim information includes: PAP registration#, model#, serial#, dealer#,

dealer name, invoice number, invoice date, and unit price.

• All claims must fall within the parameters outlined in the applicable approved PAP

registration form.

• All claims must be filed within 90 days of either the invoice date or installation

date, whichever is later. The final acceptance date for filing 2011 claims is March

31, 2012.

• All claims submitted on correct forms with complete documentation will be

processed within 30 days.

Goodman reserves the right to perform compliance audits on all documentation.

• In the event a claim adjustment is necessary, Goodman will document the nature of

the adjustment on the credit or debit invoice. When provided, the Distributor tracking

or control number will be indicated on the invoice to aid in account reconciliation.

Additionally, some claim forms have a Goodman audit column to verify claim

amounts. Copies of this form will be return-faxed with adjustments noted.

lIght CommerCIal

quotatIon

program

contact InFormatIon

Judy collins

5151 San Felipe, Suite 500

Houston, TX 77056

713-861-2500, x5251

PrograM aPPlication Process

Holly Lobas

301-769-3092

holly.lobas@goodmanmfg.com

Miscellaneous Legal

Distributor’s account must be current

as a prerequisite to receiving rebates

under this program. Goodman reserves

the right to modify or terminate this

program at any time in its sole discretion.

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

PurPose

As both the marketplace and cities grow, it becomes increasingly important to have

distribution locations that are easily accessible for our Dealers and close to the jobs

that they are attracting. To ensure that Goodman products are in convenient locations,

Goodman is willing to help fund start-up costs of new locations. At its sole discretion,

Goodman will provide up to $50,000 up front to off-set the start-up expenses

associated with a new distribution location.

Program regIstratIon

All requests for funding must be applied and approved through the Program Application

Process (PAP). All relevant information must accompany the application for it to

be considered.

requIrements

Distributors who are interested in receiving funding must provide a market analysis

and three-year sales forecast for the new location. In this analysis, an estimate should

also be made of what sales will be transferred from any existing location(s) to the new

location. For example, if there is only one location downtown, and a new location

opened on the east side of town, it is likely that current customers on the east side

of town will now purchase equipment from the new, closer location. Please make an

estimate of this business. (See New Distributor Location Form located online in the

Program Application Process section of PartnerLink. For help with this process, contact

Holly Lobas at 301-769-3092 or holly.lobas@goodmanmfg.com.)

This is up-front funding to help Distributors grow more profitably. The funding must be

earned out over a three-year period at a rate 1.5% of Goodman brand serialized product

purchases over a three-year period. If after three years, purchases are less than upfront

funding, then the Distributor must refund Goodman the difference. For example,

a $50,000 fund would require a new location to purchase $3.33M over a three-year

period ($3.33M * .015 = $50,000). If the new location had purchases of only $2.0M after

three years, the Distributor must refund Goodman $20,000 ($2.0M * .015 = $30,000;

$50,000 up-front funding less the $30,000 earn out = $20,000 due Goodman).

Other Requirements:

• Purchases for this new location must be reported on a quarterly basis to understand

progress toward the earn-out. Purchases may be reported through the

automated rebate processing program or manually.

• Distributors must also supply a detailed explanation as to what expense the

$50,000 will be applied.

• Market analysis, sales forecast, and usage should be reviewed with your Regional

Sales Director before submission.

• Based on your information and Goodman’s assessment, Goodman will decide, in

its sole discretion, if funding will be made available.

contact InFormatIon

new

dIstrIButor

loCatIon

Fund

gary clark

Senior Vice President of Marketing

5151 San Felipe, Suite 500

Houston, TX 77056

713-861-2500, x5439

Funding/rePorting

ATTN: Judy Collins

5151 San Felipe, Suite 500

Houston, TX 77056

713-263-5251

judy.collins@goodmanmfg.com

PrograM aPPlication Process

Holly Lobas

301-769-3092

holly.lobas@goodmanmfg.com

Miscellaneous Legal

Goodman reserves the right to modify or

terminate this program at any time in its

sole discretion.

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

PurPose

The National Accounts Program has been established for Goodman brand air conditioning

and heating products. Program participants may be supplied by our Distributors.

Please contact any of our directors of National Accounts with questions about

our National Accounts programs or if you know of a prospective company that may

qualify as a National Account. All sales to distributors/dealers classified as “National

Accounts” are not eligible for any other out-boarded rebate programs.

PrIcIng

The distributor/dealer must be invoiced at a 0.95, or agreed-to national price sheet.

rebate

When the Distributor sells at 0.95 or the agreed-to national price, the rebate earned

on these sales for 2012 will be 15%, in lieu of the regular Mark-Up Rebate Program

rebate. For net-pricing Distributors, the Goodman rebate amount (15%) will be

reduced by your net-pricing discount percentage.

Program regIstratIon

All requests for funding must be applied and approved through the Program Application

Process (PAP). All relevant information must accompany the application for it to

be considered.

claIm Procedures

• Claims will be submitted electronically through one of the rebate claim submission

methods available to all distributors: PartnerLink, EDI, or FTP.

• Required claim information includes; PAP registration#, model#, serial#, dealer#,

dealer name, invoice number, invoice date, and unit price.

• All claims must fall within the parameters outlined in the applicable approved PAP

registration form.

• All claims must be filed within 90 days of either the invoice date or installation

date, whichever is later. The final acceptance date for filing 2012 claims is March

31, 2013.

• All claims submitted on correct forms with complete documentation will be

processed within 30 days.

Goodman reserves the right to perform compliance audits on all documentation.

• In the event a claim adjustment is necessary, Goodman will document the nature of

the adjustment on the credit or debit invoice. When provided, the Distributor tracking

or control number will be indicated on the invoice to aid in account reconciliation.

Additionally, some claim forms have a Goodman audit column to verify claim

amounts. Copies of this form will be return-faxed with adjustments noted.

amerIcan resIdentIal servIces (ars) mark-uP rebate Program

As Goodman’s total business with ARS grows, Goodman wants its Distributors to be a

part of servicing this National Dealer. Distributors should invoice ARS at the agreedupon

national price list.

Miscellaneous Legal: Goodman reserves the right to modify or terminate this program at any time in its

sole discretion.

contact InFormatIon

natIonal

aCCount

program

Mike Bride

Vice-President of National Accounts

713-263-5348

mike.bride@goodmanmfg.com

kirk wickline

Director, National Accounts

713-263-5566

kirk.wickline@goodmanmfg.com

dick rydzeski

Director, National Accounts

713-263-5249

dick.rydzeski@goodmanmfg.com

Beverly childress

Director, National Accounts

931-625-2118

beverly.childress@goodmanmfg.com

steve Mcaleese

Director, National Accounts

615-347-9406

steve.mcaleese@goodmanmfg.com

Mike henson

Director, Strategic Alliances

256-603-9611

mike.henson@goodmanmfg.com

Brian sPicer

Director, National Builder Sales

713-263-5703

brian.spicer@goodmanmfg.com

eric drew

Director, Commercial Sales

702-429-0986

eric.drew@goodmanmfg.com

wayne hartMan

Director of Parts & Supplies

713-263-5840

wayne.hartman@goodmanmfg.com

claiMs center

ATTN: Judy Collins,

Manager Program Administration

5151 San Felipe, Suite 500

Houston, TX 77056

713-263-5251

judy.collins@goodmanmfg.com

PrograM aPPlication Process

Holly Lobas

301-769-3092

holly.lobas@goodmanmfg.com

www.goodmanmfg.com


natIonal aCCount

program—

warranty

CompanIes

contact InFormatIon

aMerican hoMe shield

Karla Brown, HVAC Sourcing Manager

1524 US Highway 30 East

Carroll, IA 51401

712-792-6710 or 800-827-4636

712-792-2035 — Fax

www.goodmanmfg.com

2012 Goodman ® Distributor Manual

2012 Warranty comPany mark-uP rebate Program

For 2012, Goodman will provide a program to our Distributors that will allow you to

participate in the increasing and extremely important home warranty volume, as well

as allow you a profit margin for handling this valuable national account.

PrIcIng

The companies referenced on the following pages of this section must be invoiced by

the Distributor at no more than a .95 multiplier.

rebate

When the Distributor sells to one of these companies at a .95 multiplier (sheet price),

the rebate earned on these sales for 2012 will be 15% in lieu of the regular Mark-Up

Rebate Program rebate.

rePortIng

The special program for sales at a .95 multiplier will be excluded (out-boarded) from

the regular mark-up rebate calculations and must be reported separately.

Note: All other requirements of the 2012 Mark-Up Rebate Program will be applicable.

amerIcan home shIeld

American Home Shield (AHS) originates and markets home service contracts in 48

states. It covers the repair or replacement of major home systems, including heating,

air conditioning, electrical, plumbing, and water heaters. AHS currently purchases

over $10 million in HVAC equipment and materials annually and is one of the nation’s

fasting growing service companies.

HVAC parts and equipment ordered by AHS are currently picked up by contractors

that are on the AHS supply program. For the AHS customer, a contractor installs a

unit or repair parts when necessary. AHS currently has a customer base of 850,000

homeowners.

AHS is owned by ServiceMaster, which also owns Terminex, TruGreen/Chem-

Lawn, and Merry Maids. AHS has agreed to make available the opportunity

to purchase Goodman brand HVAC equipment to these associate companies

through AHS. ServiceMaster—a $7+ billion conglomerate—has a customer

base of 11 million people and employs over 35,000 employees.

Procedures

• AHS Purchasing Dept. personnel will originate all orders by fax. Contractors cannot

initiate an order or add parts to an order to be charged to AHS. Unauthorized

equipment or parts orders will not be paid.

• AHS will provide a purchase order number, authorization number, and a job name.

This information must appear on all invoices, credit memos, and correspondence.

• All prices given to AHS by Goodman will be confidential. Contractors should not

receive any pricing information at any time.

• All invoices received without a purchase order number will be returned to the

supplier as unable to process. AHS will not be responsible for payment of invoices

without required information.

servIce

• Distributor will notify AHS Purchasing as soon as possible if the equipment

ordered is not in stock.

• Distributor will notify contractors when order is ready to be picked up.


2012 Goodman ® Distributor Manual

aon home Warranty

Aon Home Warranty (“Aon”) is the second largest home warranty carrier in the industry.

Procedures

• Aon Purchasing Dept. personnel will initiate all orders via fax or email. Contractors

cannot initiate an order or add parts to an order to be charged to Aon. Unauthorized

equipment or parts orders will not be paid.

• Aon will provide a purchase order number and job name. This information must

appear on all invoices, credit memos, and correspondence.

• All prices given to Aon by Goodman are confidential. Contractors should not

receive any pricing information at any time.

servIce

Distributors should notify Aon of their desire to participate in this program.

hms/cross country home servIces

HMS is the third largest home warranty carrier in the industry.

Procedures

• HMS/Cross Country Home Services Purchasing Dept. personnel will initiate all orders

via fax or email. Contractors cannot initiate an order or add parts to an order to

be charged to HMS/Cross Country. Unauthorized equipment or parts orders will

not be paid.

• HMS/Cross Country will provide a purchase order number and job name. This infor-

mation must appear on all invoices, credit memos, and correspondence.

• All prices given to HMS/Cross Country by Goodman are confidential. Contractors

should not receive any pricing information at any time.

servIce

Distributors should notify HMS/Cross Country of their desire to participate in this program.

home Warranty oF amerIca

Home Warranty of America (HWA) has been offering Home Protection Plans since

1996 and now has over 50,000 contracts in 37 states.

Procedures

• HWA Purchasing Dept. personnel will initiate orders via fax or email. Contractors

cannot initiate an order or add parts to an order to be charged to HWA. Unauthorized

equipment or parts orders will not be paid.

• HWA will provide a purchase order number and a job name. This information must

appear on all invoices, credit memos, and correspondence.

• All prices given to HWA by Goodman are confidential. Contractors should not

receive any pricing information at any time.

servIce

Distributors should notify HWA of their desire to participate in this program.

natIonal aCCount

program—

contact InFormatIon

aon hoMe warranty grouP

ATTN: Roberto Atiles

5050 N. Broadway

Chicago, IL 60640

877-638-7818

contact InFormatIon

warranty

CompanIes

hMs/cross country hoMe services

ATTN: Doug Summers, x2329

ATTN: Mark Johnson, x2296

ATTN: Dave Dacon, x2646

1625 NW 136th Avenue, Suite 200

Ft. Lauderdale, FL 33323

800-327-9787

contact InFormatIon

hoMe warranty oF aMerica, llc

ATTN: Patrick Thompson

1549 Barclay Blvd.

Buffalo Grove, IL 60089

888-492-7359, x705

pthompson@hwahomewarranty.com

www.goodmanmfg.com


natIonal aCCount

program—

warranty

CompanIes

contact InFormatIon

hoMe Buyers resale warranty corP.

ATTN: Andy Makely

ATTN: Todd Ehlers

Matt Labato

2675 South Abilene St.

Aurora, CO 80014

720-747-6234

contact InFormatIon

hoMe secure oF aMerica, inc.

Michael Cohen

310 N. Midvale Blvd.

Madison, WI. 53705

800-367-1448 X 6040

michael@onlinehsa.com

www.goodmanmfg.com

2012 Goodman ® Distributor Manual

home buyers resale Warranty corPoratIon

Home Buyers Resale Warranty Corporation (HBRW) has been offering Home Protection

Plans since 1980 and has over 1,000,000 contracts in 47 states.

Procedures

• HBRW Purchasing Dept. personnel will initiate orders via fax or email. Contractors

cannot initiate orders or add parts to an order to be charged to HBRW. Unauthorized

equipment or parts orders will not be paid.

• HBRW will provide a purchase order number and a job name. This information

must appear on all invoices, credit memos, and correspondence.

• All prices given to HBRW by Goodman are confidential. Contractors should not

receive any pricing information at any time.

servIce

Distributors should notify HBRW of their desire to participate in this program.

home securIty oF amerIca Inc.

Home Security of America is one of America’s fastest growing home warranty

programs.

Procedures

• Home Security of America Inc. Purchasing Dept. personnel will initiate all orders via fax

or email. Contractors cannot initiate an order or add parts to an order to be charged to

HMS/Cross Country. Unauthorized equipment or parts orders will not be paid.

• Home Security will provide a purchase order number and job name. This information

must appear on all invoices, credit memos, and correspondence.

• All prices given to Home Security by Goodman are confidential. Contractors should

not receive any pricing information at any time.

Other warranty companies will possibly begin participating in the Goodman national

pricing program in 2012. If you have any questions regarding companies participating

in the national program call either Mike Henson at 256-603-9611 or Kirk Wickline at

713.861.2100 x 5566

contractor consolIdators and allIances

Goodman has national preferred vendor agreements with the following Contractor

organizations listed below. These agreements specify Goodman as one of several

brands endorsed by that particular organization and earn the member rebates.

• ARS (American Residential Services)

• Aire Serv / Pro Trade Net

• Comfort Systems USA

• Direct Energy / Clockwork

• AirTime 500 (AT500)

• BuyMax

• One Hour A/C (OHAC)

• Benjamin Franklin Plumbing

• Electricians Success, Inc.

• Mr. Sparky

• Plumbers Success, Inc.

• Dr. Energy Saver

• Excellence Alliance (EAI)

• LINC Group / Green Homes America

• Nexstar

• National Comfort Institute (NCI),

formerly International Service

Leadership (ISL)

• Retail Contractors Coalition /

Service Nation Alliance

• United CoolAir Corporation

• WellHome, Inc.

(div. of Masco Home Services)


2012 Goodman ® Distributor Manual

PurPose

For many of our Distributors, the Residential New Construction (RNC) sales program

is a new venture. The margins are tighter in RNC, but the upside can be significant.

The benefits of being involved in RNC include:

• Consistent business year-round

• Market-share growth

• Better positioning for future replacement business

• Better exposure in new Dealer acquisition

• Incremental profit to help the bottom line

The nation’s top 200 builders represent approximately 40% of all single-family

construction. This means that local and regional builders still account for the majority

of single-family new home construction.

2012 buIlder rebate Program

Goodman Manufacturing Company, L.P., has made significant strides in the area of

Residential New Construction in recent years with both Goodman and Goodman

brands. To continue that growth, we need your help. While Goodman Corporate is

responsible for initiating and maintaining contact with large builders on a national

and home office level, we need you, our Independent Distributors, to assist with

local support. National programs and agreements are important, but decisions are

still made predominately on a local level. Goodman is pleased to announce a new

regional builder program. Check with your local Goodman regional Sales Director for

details. Our Director of National Builder Sales, Brian Spicer, can help you succeed in

Residential New Construction sales. Contact him with any questions on the Builder

Rebate Program or any specific builder that may already have a national program.

FundIng

To help Distributors in their efforts to sell to the RNC market, the Builder Rebate

Program is funded 100% by Goodman.

Program regIstratIon

Regional homebuilder rebates programs are registered through Program Application

Process (PAP). All requests must be pre-approved. For an application to be considered,

all relevant information must accompany the request. Once your request

is approved, you will be notified, and you may communicate the approved rebate

amounts to the builder/contractor.

claIms Procedures

• Claims should be submitted electronically through Home Builder Rebate in

PartnerLink.

• Required claim information: PAP form ID, model #, serial #, address, and install date.

• All claims must fall within the parameters outlined in the applicable approved PAP

registration form.

• All claims must be filed within one year of the installation date. All 2012 claims

must be received by March 31, 2013.

• All claims submitted on correct forms with complete documentation will be processed

within 30 days.

Goodman reserves the right to perform compliance audits on all documentation.

elIgIbIlIty

The Builder Rebate Program can be used only when a complete Goodman brand

system is purchased (i.e., one outdoor unit and one indoor unit).

contact InFormatIon

BuIlder

reBate

program

Brian sPicer

Director of National Builder Sales

713-263-5703

brian.spicer@goodmanmfg.com

claiMs

ATTN: Judy Collins

5151 San Felipe, Suite 500

Houston, TX 77056

713-263-5251

judy.collins@goodmanmfg.com

PrograM aPPlication Process

Holly Lobas

301-769-3092

holly.lobas@goodmanmfg.com

Holly Lobas

Miscellaneous Legal

Distributor’s account must be current as a

prerequisite to receiving payments under

this program. The Builder Rebate Program

terms and conditions are stated in the

rebate claim forms. Goodman reserves

the right to modify or terminate this program

at any time in its sole discretion.

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

objectIve

To offer Goodman Distributors financial incentives to recruit new Dealers or increase

purchases from an existing Dealer with whom Goodman currently receives less than

20% of the Dealers’ total purchases ($50,000 minimum existing Goodman equipment

purchases).

IncentIve

• For each Dealer who participates in the program and achieves sales of $50,000

(new Dealer) or incrementally increases sales over prior year by at least $50,000

(existing Dealer), the Distributor is issued a rebate of 2.0%.

• For the next $50,000 and each $100,000 subsequently sold by the Dealer, the

Distributor receives an additional rebate (calculated using the Dealer’s total

program sales).

• Dealer purchases are accumulated for 12 months from the date of sign up.

Level of Purchases Rebate Percentage

$50,000+ 2.0%

$100,000 + 3.5%

$200,000 + 4.0%

$300,000 + 4.5%

$400,000 + 5.0%

$500,000 + 6.0%

Program dates

Jan. 1, 2012,

through

Dec. 31, 2012

elIgIbIlIty

• Dealer cannot have purchased more than $50,000 in equipment from all Goodman

Distributors in 2011.

• Dealers enrolled in the New Dealer Acquisition Program are not eligible to

participate in the Builder Rebate program or participate in any other buying group

in which Goodman provides rebates.

• If a dispute arises regarding a Dealer registered by multiple Distributors, Goodman

will resolve the dispute in its sole discretion.

• Dealer must have potential equipment purchases of greater than $50,000 in a

calendar year.

admInIstratIon

• Registering Dealers must submit evidence that they are not starting a new

company simply to take advantage of this program.

• Distributors must track their Dealers’ sales and submit this information monthly. An

Excel spreadsheet customized for this purpose will be provided to the Distributor

upon acceptance of the Dealer into the program. These spreadsheets are also

available from your Regional Sales Director (RSD).

• If the Distributor participates in Goodman’s Mark-Up Rebate Program, the same

information submitted for that program can be used to track Dealer sales for this

program, and completing the Excel spreadsheet will not be necessary.

• A first-order amount of $25,000 is recommended for participating Dealers, but

not required.

• If there is no activity on a registered Dealer within the first three months of registration,

Goodman has the option to disallow the account from the program.

• Distributors will receive a rebate check upon each target hit after attaining $50,000

in incremental purchases. At the end of the program, Distributors will receive a

rebate check for any sales over the last increment, at that increment’s percentage.

contact InFormatIon

new dealer

aCquIsItIon

program

holly loBas

301-769-3092

holly.lobas@goodmanmfg.com

Miscellaneous Legal

Distributor’s account must be current as a

prerequisite to receiving payments under

this program. Goodman reserves the

right to modify or terminate this program

at any time in its sole discretion.

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

PurPose

While we believe that the horsepower behind and potential of the Goodman brand

exceeds that of all other brands in the industry, we do understand that for various

reasons, some Dealers may wish to sell their products under a “private label,” or their

own brand. To help those customers establish and build these brands, we will sell

Goodman products for private label purposes, evaluating opportunities on a case-bycase

basis.

beneFIts oF the goodman PrIvate label Program

For those Dealers who agree to the terms of the Goodman Private Label Program, the

benefits that Goodman would provide include the following:

• Ability to label high-quality Goodman brand products with a private label brand

• Access to high-resolution, digital product photos available on PartnerLink for use

in developing literature and advertising

• Access to Goodman-approved vendors for development of clip-on nameplates for

branding equipment (Either the Distributor or Dealer will be responsible for all

costs associated with labels and decals.)

• Generic, two-page literature templates containing basic product information

(electronic files that can be customized)

Program qualIFIcatIon

Interested Dealers will be considered for the Goodman Private Label Program on a

case-by-case basis. However, to participate in the Program, Dealers must agree to the

following:

• All products sold under this private label for the next three years will be Goodman-

produced product.

• They will sign and abide by Goodman’s Private Label Supply Agreement.

• They will submit their proposed private label logo to Gary Clark, Senior Vice

President of Marketing, for review and approval before affixing the brand to Goodman

equipment.

• They will continue to reference the Goodman-specified model number, allowing

contractors to access Goodman-generated ARI rating data for the products.

• They will agree not to alter the product in any way other than to remove the Goodman

nameplate from the unit and replace it with the agreed-upon private label.

• They will honor any warranties offered under the private label that extend

beyond the term of the warranties offered by Goodman.

stePs For enrollIng a dealer In the Program

On average, this process takes between six and eight weeks to complete, including

the development of the nameplates.

1. Distributor determines that supporting a particular Dealer’s private label program

is a good business opportunity. He reviews this opportunity with his Regional Sales

Director (RSD).

2. If the Distributor and RSD decide to take this opportunity, the Distributor then

reviews the costs of private labeling with the Dealer. These costs include logo design,

customized literature development and printing, and nameplate/decal production

(see Private Label Nameplate Ordering Process), along with the specifics of the

program, using the document entitled “Goodman Private Label Program: Program

Specifics”. (These documents can be found on PartnerLink under Goodman Info/

Private Label Program.)

contact InFormatIon

prIvate laBel

program

denise Baldwin

5151 San Felipe, Suite 500

Houston, TX 77056

713-861-2500 x5390 — Phone

713-331-3275 — Fax

denise.baldwin@goodmanmfg.com

Miscellaneous Legal

Outside of honoring its contractual agreements,

Goodman reserves the right to discontinue

its Private Label Program at any

time and to refuse the sale of any Goodmanmanufactured

product for use in a private

label program.

www.goodmanmfg.com


prIvate laBel

program

www.goodmanmfg.com

2012 Goodman ® Distributor Manual

3. If the Dealer agrees to the costs and specifics of the Goodman Private Label Program, he/she should then select a name

and logo design to use as a “private label.” If the Dealer is developing a new logo, the graphic designer handling the

development may want to consider the shape of the nameplates and decals used as part of the design process. The Dealer

is responsible for ensuring that the brand name chosen does not violate any trademarks or copyrights. The United States

Patent and Trademark Office provides information on this process at www.uspto.gov.

4. Once the Dealer has selected a brand and has developed a logo, the Distributor or RSD should then contact Denise Baldwin

to request a Private Label Agreement. Along with the request, the following information must be included:

◊ Dealer’s Legal Name and Title

◊ Dealer’s Company’s Name

◊ Address of the Company’s Corporate Office

◊ Phone and Fax Number of the Corporate Office

5. Two copies of the Goodman Private Label Agreement will be forwarded to the TSM for execution by the Dealer. Once the

agreements have been signed, the Distributor or RSD will return the two signed originals of the agreement to Denise Baldwin,

along with a full-color printout of the Dealer’s private label logo.

◊ If the Dealer wishes to suggest any changes to the agreement, these changes must be sent to Denise Baldwin for review

and legal approval.

◊ Agreements that have been modified in the field without legal approval will not be accepted.

6. The Agreement and logo will be presented to Gary Clark, Senior Vice President of Marketing, for review. Once he has approved

the logo and executed the agreements, an original will be returned to the Dealer, with a copy sent to the Distributor.

From this point, either the Dealer or the Distributor can work with the nameplate vendor and graphic artists/printers to customize

these materials and have them produced. Field sales personnel (Goodman’s and the Distributor’s) will be responsible for ensuring

that Dealers comply with the Private Label Supply Agreement.

If you have any questions about the program, you may contact Denise Baldwin at 713-861-2500, x 5390.


2012 Goodman ® Distributor Manual

PurPose

• To assist in the recruiting of prospective Dealers

• To help build strong, long-term relationships between the Dealer, the Distributor

and Goodman personnel, as well as Dealer loyalty to the Goodman brand

Factory tyPes & elIgIbIlIty

• Millionaires’ Club: aimed at contractors purchasing more than $200K in equipment

and we get less than 10% of their business. This meeting will be held in

Houston three times a year.

• Houston Dealer: aimed at existing, new, or prospective dealers with whom we

have at least a $50k potential growth in equipment purchases.

• Fayetteville Commercial: aimed at primarily commercial contractors to promote

our commercial growth.

• Houston VIP: conducted on a case-by-case basis. VIP Dealer must have greater

than $1M in potential business.

sIze oF meetIngs

• Millionaires’ Club is between 150 and 200 Dealers.

• Houston Dealer meetings are limited to groups of 30-50 Dealers and Distributors.

• Fayetteville Commercial meetings will hold 30-50 Dealers and Distributors.

• Houston VIP meetings will be on a case-by-case basis.

• One Distributor host allowed per 10 Dealers; we reserve the right to charge for

additional hosts.

• One person per Dealership unless pre-approved by VP of Sales Support and subject

to an additional charge for the Distributor.

• Spouses are discouraged and will be subject to an additional charge for the Distributor.

tour dates

• The tour calendar is released 2 to 3 months prior to the Spring or Fall tour season.

Dates will be pre-selected for you. A Distributor can request a date to be added or

changed if he anticipates at least 30 Dealers to participate.

• Typically, meetings are scheduled as a two-day (one-night) visit. If there is a

request for an additional night stay due to travel distance, approval must be

obtained from the VP of Sales Support.

• Visits will not be scheduled during holidays, during weeks when a significant number

of Houston personnel are not available (i.e., during trade shows, sales meetings,

etc.) or during the HOT summer months of June, July, and August. (Please remember

that the factories are not air-conditioned.)

schedulIng a dealer tour

• Contact your Regional Sales Director, who will coordinate your visit with Mary

Alice Ethridge (maryalice.ethridge@goodmanmfg.com or 713-861-2500 x5217) to

discuss available dates and schedule Dealer tours.

• Reservations for tours are accepted on a first-come, first-serve basis.

PartIcIPatIon

Goodman: 100% land costs (transportation to/from Houston airports, hotel,

scheduled meals, transportation to/from factory) not including incidentals

• Distributor: 100% transportation to and from Houston, plus miscellaneous costs

• Transportation and/or miscellaneous costs are pre-approved for reimbursement

against Bank Funds when used according to Bank program guidelines

• Distributors are required to send each month to their Regional Sales Director a

month-over-month sales comparison for the twelve months following the scheduled

tour date. Distributors who do not provide reports may be ineligible for future

tours.

documentatIon

Claims against Bank Funds must be supported by proof of performance, such as: debit

memo, paid transportation and miscellaneous invoices, and names of all attendees

contact your regIonal sales dIrector For a lIstIng oF avaIlable Factory tour dates.

contact InFormatIon

Mary alice ethridge

713-861-2500, x5217

maryalice.ethridge@

goodmanmfg.com

FaCtory

tours

tyPIcal agenda

day 1

11:00–11:30 Depart Hotel for

Factory Tour

11:30–12:00 Lunch

12:00–4:00 Tour Cooling Plant,

Heating Factory,

Engineering &

Testing Lab, HLC

4:30–5:00 Transit to Hotel

6:00 Dinner and Cocktails

day 2

7:00–8:00 Breakfast

8:00–Noon Business Meeting &

Presentations

12:30 Lunch & Q & A

1:00 Depart for Airport

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

dIsPute resolutIon

Goodman will continue to make every effort to provide appropriate packaging for

its products, choose reliable carriers for shipment, and devote special attention

to proper loading of equipment. However, when problems are encountered, the

Distributor/customer is required to accept the delivery, unload the equipment and/or

service parts, and follow these procedures for account adjustments. This also applied

to product shipped via LTL or truckload carriers direct to a customer.

Logistics Feedback Process

Overage/Shortage/Damage

(OS&D): See Freight Policy

Important: See more

details on the Logistics

Feedback Form (sent with

all shipments).

three easy Ways to

submIt dIsPutes

contact goodman WIthIn 48 hours

Who to contact

Various Disputes

CSR Process

RMA Disputes Only

See Fulfillment Policy

& Parts Policy

Important: You must

enclose or attach the

RMA Form with your

return; otherwise,

credit will not be

issued.

Credit Analyst Process

Incorrect Pricing:

See Section I

Duplicate Billing:

See Section II

No-Charge Items:

See Section III

Extended Warranty

Disputes:

See Section IV

I: PrIcIng

An explanation of any pricing issues, including a copy of the applicable Goodman

invoice and purchase order, must accompany claims involving incorrect pricing. Your

claim must be received in Houston within 30 days from the date of the invoice. Claims

received beyond the specified time will be denied.

II: duPlIcate bIllIngs

Provide respective invoice numbers, serial numbers, and model number (if applicable).

III: no -charge Items

Email confirmation of no charge items. Include supporting documentation and

respective invoice number(s).

CredIt polICy:

dIspute

resolutIon

contact InFormatIon

wesley Fish

713-263-5350 — Phone

713-602-3277 — Fax

wesley.fish@goodmanmfg.com

acronyms used In thIs sectIon

AAA = Account Adjustment

Authorization

BOL = Bill of Lading

CSR = Customer Service

Representative

LTL = Less-than-Truckload

RMA = Return Material

Authorization Form

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

consIgnment terms

Since the roll-out of the web-based Bonded Reporting Systems (BRS), we have

implemented many enhancements based on feedback from our customers. We will

continue to address any issues and concerns you may have to make the system more

efficient and easy to use. We have been asked by our customers to restate the BRS

policy and reporting requirements.

Timely reporting is a critical factor in the success of the BRS. To ensure its effectiveness,

we ask that you adhere to the timeliness in our reporting policy. The reporting

policy is as follows:

• Sales and Receipts are reported weekly—at a minimum.

• Month-end sales are reported by 12:00 noon on the 5th business day of the

following month.

We thank the many Distributors for embracing the system, reporting on time and accurately,

and for supporting our goal to be a world-class, customer-focused organization.

coolIng equIPment

Payment due For all coolIng equIPment released

Payment at 100% release value is due on the 10th of the month following the release.

Warehouse Factory shIPments From 09/01/11 through 08/31/12

• Payment due for unreleased cooling equipment: 12/31/12.

• Distributor may elect to pay a 2% fee by 01/10/13 to extend payment date to

05/31/13, at which time payment is due in full.

gas Furnaces

Payment due For all Furnaces released

Payment at 100% release value is due on the 10th of the month following the release.

Warehouse Factory shIPments From 04/01/11 through 03/31/12

• Payment due for unreleased furnaces: 07/31/12.

• Distributor may elect to pay a 2% fee by 08/10/12 to extend payment date to

12/31/12, at which time payment is due in full.

notes

• A 2% fee does not reduce the Distributor’s balance due on unreleased equipment.

• Distributors agree to pay a 20% handling fee plus freight cost on unreleased equipment

they elect to return.

◊ Cooling equipment must be returned by 09/30/12 to be eligible.

◊ Furnaces must be returned by 04/30/12 to be eligible.

CredIt polICy:

ConsIgnment

data rePortIng contacts

wesley Fish

713-861-2500, x5350

Mike olszewski

713-861-2500, x5380

Miscellaneous Legal

Distributor acknowledges that all consigned

products shipped to Distributor

under the Bonded Program shall remain

the sole property of Goodman until

Distributor obtains a release of the products

from the Distributor’s bonded warehouse

agent. Goodman may, at any time

in its sole discretion, revoke the consignment

of any products previously delivered

to a Distributor’s bonded warehouse and

upon such a revocation, Goodman shall be

entitled to retake physical possession of

any such products.

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

PurPose

• To administer compensation for warranty and GoodCare® reimbursement on

Goodman brand products according to the terms and conditions of the product

warranty and GoodCare agreement

Goodman parts may be sold only to licensed or certified heating and air conditioning

technicians

standard Product Warranty overvIeW

Goodman provides a limited parts warranty on all heating and cooling products.

• The effective date of the warranty is the date the Consumer purchases the product,

and only applies to the original installation. Under certain strictly controlled

conditions, Goodman may agree to an alternative effective date.

• Customer proof-of-installation at a new residence can be one of several documents:

utility start-up documents, occupancy permit, Distributor and/or Dealer

Invoice, or closing papers showing date of ownership. (Loan papers will not be

accepted.)

• Warranty reimbursement will be made according to the product warranty certificates

that are shipped with the manufactured units.

• At the time of installation, the Dealer should present the warranty certificate to

the homeowner, explain the warranty coverage, and answer any questions. The

homeowner should keep the warranty certificate, with the bill of sale, in a safe

place for future reference.

Product regIstratIon

• Product registration is permitted only online at www.goodmanmfg.com or www.

amana-hac.com.

• All products must be registered online within 60 days of installation for the limited

10-year parts warranty for the original homeowner and applicable limited lifetime

product warranties.

• Product registration is not required for installations in California or Quebec.

electronIc Warranty submIssIon

Filing warranty claims via the online warranty processing system website expedites

the issuance of warranty credits and significantly reduces the volume of paper

associated with warranty processing. The online claim form does not follow the format

of the paper warranty claim form (RF000007) but requires the same information. All

warranty types (Part, Product, Extended Warranty, Unit Exchange and Special Labor

Allowance can be submitted via the online warranty processing system (see Special

Labor Allowance Program section). A Distributor must have log-in access in order to

submit claim requests. Contact the Warranty Administration group if you need assistance.

The advantages of filing claims electronically:

• Most electronic claims will be processed within one business day. The exceptions

are Unit Exchanges, Concessions, and Special Labor, which require review and

additional documentation. Credits are posted to your account usually within 7-10

business days.

• You will be notified immediately of approval or denial and of any electronic claims

that contain incomplete or missing information. The claim can be saved until you

have the correct information, at which time it can be submitted.

• It is critically important that Distributors maintain Dealer mailing information

as well as email addresses in the online warranty processing system. Checks are

mailed to the address in the system.

contact InFormatIon

warranty

polICy

goodMan warranty dePt.

7401 Security Way

Houston, TX 77040

877-688-9191

Option 1: Standard Warranty

Option 2: Extended Warranty

Option 3: Product Registration

713-586-8096 — Fast Fax

warrantyclaims@goodmanmfg.com

goodMan consuMer aFFairs

7401 Security Way

Houston, TX 77040

877-254-4729

Customerservice@Goodmanmfg.com

goodMan helPdesk

713-861-2500, x5400

goodMan weBsite

www.goodmanmfg.com

goodcare® registration

713-863-5334 — Phone

713-331-3275 — Fax

warranty questions or issues

warranty.issues@goodmanmfg.com

www.goodmanmfg.com


warranty

polICy

www.goodmanmfg.com

2012 Goodman ® Distributor Manual

• Distributors should maintain current employee user’s access to the online warranty processing system by deactivating

former employees and creating log-ins for new employees.

• Dealers can also file claims in the online warranty processing system thus reducing the amount of data entry required for

claim submission. Distributors must review each Dealer-submitted claim before credit will be issued. IRS form W-9 may be

required for labor payments. (See the Taxes section below.)

electronIc submIssIon oF evaPorator coIl claIms

Claims for the replacement of serialized coils must be filed using the claim type “Unit Exchange” in the online warranty processing

system. Both failed and replacement model and serial numbers must be provided. The replacement coil will assume

the remaining warranty period of the original coil.

Parts Warranty PolIcy

In-warranty parts, replacement part credits, and part exchanges will be handled through the Distributor from whom the parts

were purchased. Parts replaced in a unit covered by the manufacturer’s warranty do not carry any additional coverage beyond

the expiration of the original product warranty.

Parts replaced under GoodCare terms are not required to be returned and may be field-scrapped by the servicer. GoodCare

parts reimbursement will be issued directly to the servicer at the Goodman-suggested list price of the part at the time of the

homeowner’s request for service. The suggested list price can be found in the Good Parts section of PartnerLink. Other special

programs are handled under the terms of the specific program.

From time to time, Goodman may require selected parts to be returned for quality analysis. Notification is displayed in the

online warranty processing system where a packing list can be printed when parts are required to be returned for credit. A

list of the selected parts is available in the My News section of the online warranty processing system. Other parts should be

held until the claim is approved.

rePlacement Parts Warranty

• Replacement parts installed within the product warranty period are warranted for the remainder of the part coverage

under the original product warranty. Parts replaced outside the product warranty are warranted to be free from defects in

material or workmanship for a period of one year from the date of purchase.

• The homeowner is responsible for providing proof of the part installation by providing a bill of sale, copy of service order,

or parts receipt to Goodman.

Goodman’s responsibility is limited to reimbursing the Distributor for the cost of replacement parts. Expenses such as

labor, shipping charges, etc., will be the responsibility of the homeowner.

rePlacement Parts (For out-oF-Warranty unIts)

• The warranty on compressors and service parts purchased outside of the product warranty is one year from the date of

installation.

• The invoice number of the original parts invoice to the Dealer must be furnished when submitting a 12-month parts

warranty claim. Twelve-month part warranty claims are restricted to parts sold and/or installed and does not apply to selfdamaged

products.

• Replacement components installed within the product warranty period is warranted for the remainder of the component

coverage under the original product warranty. Parts replaced outside the product warranty are warranted to be free from

defects in material or workmanship for a period of one year from the date of purchase.

• Complete homeowner information, including telephone number, is required for all 12-month parts warranty claims.

• The homeowner is responsible for providing proof of the parts installation by providing a bill of sale, copy of service order,

or parts receipt to Goodman.

Goodman’s responsibility is limited to reimbursing the Distributor for the cost of the replacement part. Expenses such as

labor, shipping charges, etc., will be the responsibility of the homeowner

FreIght PolIcy For returned Parts

• A freight allowance is paid on all parts returned for quality analysis. The parts should be returned to the facility listed on

the packing list. A 20% handling charge will be assessed on parts returned to Goodman that should have been:

◊ field-scrapped,


2012 Goodman ® Distributor Manual

◊ have incomplete or illegible warranty claim information, and/or

◊ received damage due to improper packaging.

• Distributor is responsible for freight charges on full warranted parts shipped to/from the Dealer or servicer.

warranty

polICy

Product accessorIes

• All product accessories, including thermostats, are warranted for one year from the date of installation (parts only).

• The original product accessory invoice given to the homeowner must be furnished as documentation when applying for

in-warranty replacement credit.

• When an in-warranty accessory must be replaced, that replacement is warranted only for the remaining balance of the

original failed accessory.

sealed-system rePaIr requIrements

• The filter dryer/strainer must be replaced any time a sealed system is opened for component replacement or leak repair.

Therefore, consider the filter dryer/strainer as having the same warranty coverage as the component being replaced.

When needed, a suction line filter dryer should be added to further protect the system; therefore, it too would be covered

by the warranty.

• For full-warranted products or GoodCare claims, when two or more of the refrigerant system components need replacement

at the same time, only the larger applicable labor allowance will be provided.

sealed-system reFrIgerant caPture

• The allowance to handle refrigerant capture on a sealed system repair on warranted products, project codes for sealed system

repair, and GoodCare claims is $50.00 and $15.00 for PTAC repairs. The refrigerant allowance is $50.00 for all systems.

These rates are based on the average time required to handle and install the recovery unit itself. It is not intended to cover

the actual time used in the recovery process, which is equivalent to, or less than, the normal time previously required to

properly and safely bleed off the refrigerant charge. If additional time is required for recovery over and above the normal

bleed-off time, a number of variable factors may be the cause. These include such factors as recovery equipment capacity/

capability, technician experience with the equipment, size of hoses used, system restrictions (valve cores), etc.

• The current Class C, D, and E, and G rates (system repair and for compressor replacement service) are considered sufficient

to cover the average total time required, including refrigerant recovery time.

• For sealed system repairs, the servicer will receive labor reimbursement, (Class C, D, or E) refrigerant reimbursement, and

applicable parts reimbursement. Filters and TXV valves are covered by the Class G rate.

Warranty claIms

• Do not return any parts to Goodman except as described below in the Parts Return Analysis section. The Distributor is

responsible for performing warranty validation and audit functions before processing warranty claims to the factory,

including providing all required information.

• Warranty claims by Dealers should be validated carefully before credit or replacement is issued.

◊ Check the warranty claim thoroughly to be sure all requested information is provided. Warranty claims for any items

with missing information will be denied.

◊ Check the part number on the warranty claim against part number of the defective part. If there is a discrepancy, check

the unit model number. If the part received is not used on the unit model as indicated on the warranty claim, do not

accept the part.

◊ Verify the vendor date code on the defective part to determine the age of the part and manufacture date of the unit.

• Compressor serial numbers are validated electronically with the vendor. It is important to enter the correct compressor

model and serial number on each claim. Claims with Invalid serial numbers will be rejected.

• Amount of credit will be issued at Distributor price of the replacement part(s) in effect at the time of failure.

• Any parts received in the Warranty Dept. will be returned FREIGHT COLLECT to the sender (see Parts Return Analysis

section for exceptions).

• The warranty period is not extended by repair or replacement of any component under the terms of the warranty. Any

replacement part provided through Goodman will be warranted only for the remaining effective period of the original

product warranty.

www.goodmanmfg.com


warranty

polICy

www.goodmanmfg.com

2012 Goodman ® Distributor Manual

• Date of original installation is defined as the time when the unit is placed, wired, piped, and in operating condition.

• Warranty claims must be filed with Goodman within 45 days of fail date. If Goodman receives claims beyond the specified

time limit, credit may be denied.

• The Distributor should instruct Dealers that all failed parts are to be returned to the Distributor. The Dealer is not to return

parts to Goodman, and parts should not be given to the homeowner to return to Goodman.

consumer/dIstrIbutor audIt Program

consumer

Goodman, at its discretion, will randomly survey homeowners who have had product repair(s). The consumer will be contacted

directly and asked to respond to questions on the type and quality of service. Should the results of the survey indicate poor

service quality or any other concerns with the servicer, the survey results will be forwarded to Goodman’s Technical Services

Department. Technical Services personnel will discuss the results with the Distributor and determine appropriate action and/

or training required for the servicer.

dIstrIbutor

Goodman, at its discretion, may audit warranty claims and may solicit additional information including the dealer invoice for

warranty parts.

Note: If a fraudulent claim was filed, Goodman reserves the right to pursue legal actions.

Federal laW requIrements*

Goodman must issue 1099 information returns to all servicers who are not corporations and receive more than $600.00

per year in payments from Goodman.

• A social security number or a Taxpayer Identification number must be provided before processing checks for any company

or individual.

• Payment information for labor and parts will be accumulated and reported to the servicer and to the Internal Revenue

Service under the taxpayer identification number provided by the servicer.

* These requirements do not apply to authorized servicers whose businesses are corporations.

Products sold on the Internet

No warranty is offered on Goodman brand equipment purchased by consumers over the Internet, including web-based auctions,

telephone, or other electronic means, unless the seller is also the installing contractor.

extended Warranty ProcessIng

If the standard warranty has expired and an extended warranty is in force, Distributors should file claims for parts using the

Distributor or Dealer online warranty processing system ID in the “Submitting for” field when “exchanging” parts with Dealer.

In this case, “part” credit will be applied to the Distributor’s parts account.

If the Dealer files the claim online, the part may be field-scrapped unless required to return the part for analysis. Part reimbursement

will be issued directly to the servicer at the Goodman-suggested list price of the part plus ‘part mark-up’ at the

time of the homeowner’s request for service. Other special programs are handled under the terms of the specific program.

unIt rePlacement WarrantIes

To qualify for the lifetime unit replacement warranty in the event of a compressor or heat exchanger failure, the unit must be:

• Located in a single family residence

• Registered by the homeowner within 60 days of installation on the Goodman website (www.goodmanmfg.com) or the

Amana website (www.amana-hac.com)

• Installed with a properly matched new indoor coil or air handler.

• Distributor must complete an HVAC Request Form for Unit Exchange, for all in-warranty unit exchange claims. The HVAC

Request form can be sent via fax to 713-655-5860, or electronically to WarrantyHVACRequests@goodmanmfg.com for

approval. The approved form will be returned to the Distributor within one business day. Attach a copy of the approved

HVAC request form, test data information, and a copy of the failed unit serial plate to the Unit Exchange Claim submitted

through the online warranty processing system. Failure to include this information will delay the claim approval process.


2012 Goodman ® Distributor Manual

warranty

polICy

This claim must be filed as warranty type Unit Exchange, providing the replaced model and serial number. List the compressor

model and serial number in the “Service Performed” field (not in the “Part Detail” field). The unit’s rating plate and the

compressor serial plate may be attached to the claim in the online warranty processing system. If the claim requires additional

information, an email will be sent to the submitter of the claim. The claim status can be reviewed in the online warranty processing

system.

qualIty InsPectIon return

Contact Technical Services, Engineering, or the Reliability Laboratory to arrange for the return of any unit for inspection and

evaluation. A warranty credit will be issued to the Distributor if the unit is determined to be defective. If the inspection reveals

no fault, the Distributor has the option to have the unit returned at the Distributors expense or scrapped. The Distributor will

be notified if no fault is found. The Distributor should file a claim as a unit exchange as described above.

Parts return analysIs

To reduce the incident rate and improve the overall quality of Goodman products, we will periodically request the return of

certain parts for analysis. The user entering the claim will be notified if they have keyed in a part number on the required

return list. A list of these parts can be found in the My News section of the online warranty processing system. Shipping

instructions will be provided for the return of these parts to the appropriate analysis facility. The Distributor will receive a

freight allowance for each part returned from the list.

labor Warranty PolIcy

• GoodCare Extended Service labor will be handled directly with Goodman.

• Labor for other special programs will be handled under the terms of the specific program.

• For repeat service, the authorized servicer is responsible for providing the labor costs on a service call that occurs within

30 days of a prior call, or 120 days in the case of a sealed system, unless the nature of the service indicates that a shorter

period may be in order.

• When labor reimbursement is to be paid, send Copy 2 of the claim form to the Goodman Warranty Dept.

• Use the Labor Rate Schedule for GoodCare as a guide for Dealer payments.

• Policies for PTAC and RAC units only:

◊ Claims for in-warranty labor may be filed in the online warranty processing system. Dealers must have access to the

system and claims should be filed on their behalf.

◊ Labor allowance for in-warranty service and GoodCare Extended Service will be calculated using the service class rates

as outlined in the Authorized Service Agreement and the labor payment schedule for the product.

sPecIal FIeld reWork Programs

Goodman may issue specific instructions for conducting product inspections or repair in the field should it become necessary.

Instructions may vary from the current established policies and procedures.

• The Distributor is responsible to ensure special program procedures are followed and completed for all units involved.

Note: No exchange allowance is given to the Distributor unless specifically stated on the authorization or as part of a

special program.

taxes

mandatory 20% Federal Income tax WIthholdIng

Servicers (that are not corporations and for which a taxpayer identification number is not on file) will be subject to a mandatory

20% Federal Income Tax withholding on labor and part reimbursements for in-warranty labor, GoodCare parts/labor, and

unit exchanges.

sales tax

Sales tax reimbursement for in-warranty parts is issued at the time of credit processing for parts. Sales tax reimbursement is

based on state and/or local regulations covering taxability of parts used under a manufacturer’s warranty. Sales tax credit is

issued only if tax was charged at the time of part purchase.

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

PurPose

To provide Distributors with funding to assist Dealers with the cost of repair or

replacement of a Goodman product outside the scope of standard warranty coverage.

The Special Labor Allowance (SLA) Program is intended for use in situations where

labor or product reimbursement is deemed appropriate and is not otherwise

provided by any standard or applicable extended warranty.

methods

• Authorization for use of these funds to reimburse a Dealer is at the discretion of

the Distributor.

• This program may be used to cover expenses incurred in the event of a unit failure

within the first 30 days of operation (see DOA Policy).

• This program may be used to cover Distributor reimbursement for Goodman-

referred customer product complaints.

Goodman reserves the right to debit the Distributor’s SLA fund in order to settle a

contractor or consumer complaint.

• Claims under the SLA Program are intended to reimburse for actual costs incurred

and not for the Dealer’s cost-plus profit.

• Reimbursements are not intended to cover freight or handling damage.

• This fund is set up to cover future customer problems; therefore, the Distributor

has no claim to any accumulated funds in the event that Goodman’s relationship

with the Distributor is terminated for any reason.

• Use the GoodCare labor rate schedule as a guide for Dealer reimbursement.

account FundIng

Goodman will calculate the balance of the Distributor’s SLA fund using the Distributor’s

calculated balance based on purchased product. At the beginning of each

week, Goodman will add an accrual amount based on the Distributor’s previous

week’s purchases to the Distributor’s SLA balance. At the same time, Goodman

will subtract from the balance the impact of claims that were debited against the

account during the previous week..

• Any claims not covered by standard warranty or that have not been expressly

discussed in a bulletin from Goodman Tech Services will be applied to the SLA program

if the SLA fund balance is positive. This includes the exchange of DOA units.

• Upon request, the Goodman Warranty department will provide the current account

balance to the Distributor. This information is also available online at our

PartnerLink site.

claIms ProcessIng

• Only Distributors may file SLA claims in the online warranty processing system.

Select warranty type “Epidemic” and authorization code 8530. Dealers/Contractors

do not have access for SLA requests.

◊ Fully document the reason for the request for SLA in the “Service Performed”

and “Comment” sections.

◊ Enter the requested labor amount.

◊ The claim will be reviewed by the Warranty Department; if the claim is denied

or additional information is required, an email will be sent to the person who

submitted the claim.

• Claims that are not sufficiently documented will be rejected and must be resubmitted

for consideration.

• Only one unit may be referenced per claim form. In the case of a unit exchange,

warranty polICy:

contact InFormatIon

speCIal laBor

goodMan warranty dePt.

7401 Security Way

Houston, TX 77040

713-586-8096 — Fast Fax

allowanCe

program

www.goodmanmfg.com


warranty polICy:

speCIal laBor

allowanCe

program

contact InFormatIon

goodMan warranty dePt.

7401 Security Way

Houston, TX 77040

Fast Fax: 713-586-8096

consuMer aFFairs dePt.

7401 Security Way

Houston, TX 77040

877-254-4729

www.goodmanmfg.com

2012 Goodman ® Distributor Manual

the form must include the replaced model and serial number. Claims must be submitted

within 45 days of the fail date.

• In all cases, claims will only be paid if the Distributor’s account has accrued sufficient

funds to cover the cost of the SLA request.

• SLA requests will be REJECTED if the Distributor’s account balance falls below zero.

• All claims submitted must show the model number, serial number, and the failed

part number, if applicable.

doa PolIcy

• Distributors should exhaust all options for repairing a DOA unit. The replacement

parts for doing so will typically be covered by the standard warranty, and Distributors

can use their SLA fund to cover the labor costs associated with the repair.

• If Distributors choose to replace a DOA unit and seek reimbursement, they can use

their SLA fund to cover the cost of the replacement unit.

• The Distributor is responsible for training authorized servicers on the proper procedures

for completing and filing claim forms. The procedures for completing warranty,

extended warranty, and ASURE claim forms are included in the following sections.

• It is extremely important that the servicer be advised to provide all required

information when completing claim forms. Claims will be returned unpaid if the

required information is not included.


2012 Goodman ® Distributor Manual

comPressor Warranty Parts dIsPosItIon

The Dealer must return failed compressors to the Distributor along with a fully completed

warranty claim form. It is the Distributor’s responsibility to determine if the

compressor is under manufacturer’s warranty or solely under product warranty.

See Appendix A for the serial number/date code breakdown. The Distributor also is

required to ensure that all warranty claim paperwork is complete and accurate,

including failed and replaced compressor serial numbers.

coPeland comPressors

sPecIal InstructIons

Copeland Compressors are no longer referenced by a Goodman part number; i.e.,

B9266…. The CR… and ZR… part numbers should be entered without dashes. CR30K6-

PFV-960 should be entered as CR30K6PFV960.

comPressors to return

The Goodman compressor return programs have been revised. Distributors not participating

in the mandatory return program may scrap all compressors after the claim

has been approved in the online warranty processing system. Special Instructions

have been communicated to those Distributors on the required return program regarding

the identification and shipment of compressors required to be returned to

Goodman or the manufacturer. In either case, it is not necessary to return the rating

plate of an approved compressor claim to Goodman. If the compressor serial # is illegible,

you may be required to provide additional documentation for approval.

warranty polICy:

Compressor parts

contact InFormatIon

goodMan warranty dePt.

7401 Security Way

Houston, TX 77040

Phone: 877-688-9191

713-586-8096 — Fast Fax

dIsposItIon

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

coPeland corPoratIon serIal # logIc

The serial number stamped or printed on the compressor nameplate consists

of nine characters.

• The first three characters indicate the date of the manufacture (see Figure 1).

• The first two numbers indicate the Year of Manufacture.

• The first Letter “A” indicates the Month of Manufacture. (In the example

on the right, the Manufacturing Date Code is March 2008.)

• The next five character 0,E,0,0, and 1 are internal tracking information.

• The last character (L) is the Plant of Manufacture.

• Table 1 shows the corresponding letter for the months of the year

08 C 0E001 L

Y

e

a

r

coPeland namePlate

M

o

n

t

h

1 Alpha and

4 Numeric

Digits

Figure 1

Figure 2

P

l

a

n

t

warranty polICy:

appendIx a

Letter Month Letter Month

A January G July

B February H August

C March I September

D April J October

E May K November

F June L December

Table 1

Compressor Date Code Field-scrap as of:

09A January-12

09B February-12

09C March-12

09D April-12

09E May-12

09F June-12

09G July-12

09H August-12

09I September-12

09J October-12

09K November-12

09L December-12

Table 2

www.goodmanmfg.com


2012 Goodman ® Warranty

Policy:

Distributor Manual

aPPendix a Bristol Corporation serial # logiC

sCroll Compressors

The serial number stamped or printed on the compressor

nameplate consists of 11 characters. The second, third,

fourth, and fifth characters indicate the date of manufacture

(see Figure 3).

• The first character (S) indicates the compressor is of

Scroll Technologies.

• The second and third characters (3 and 7) indicate the

Week of Manufacture (Date Code).

• The fourth and fifth characters (0 and 2) indicate the Year

of Manufacture.

• The Manufacturing Date Code is week 37 of 2002, which

is the week of Sept. 5 - 11, 2002.

• The next character “K” indicates the State of Manufacture.

• The last four characters “00001” indicates Internal

Information.

Figure 4

www.goodmanmfg.com

sCroll teChnologies (Bristol) nameplate

S 37 0 2 K000

Figure 3

Internal Informa0on

State of Manufacture

Year of Produc0on

Week of Produc0on

Scroll Technologies

Compressor Date Code Field-scrap as of:

Weeks 19 - 22 10 January-12

Weeks 23 - 26 10 February-12

Weeks 27 - 31 10 March-12

Weeks 32 - 35 10 April-12

Weeks 36 - 39 10 May-12

Weeks 40 - 44 10 June-12

Weeks 45 - 48 10 July-12

Weeks 49 - 52 10 August-12

Weeks 1 - 5 11 September-12

Weeks 6 - 9 11 October-12

Weeks 10 - 13 11 November-12

Weeks 14 - 18 11

Table 3

December-12


2012 Goodman ® Distributor Manual

recIProcatIng comPressors

(See Figure 6 and Table 4)

• The first three characters (108) is April 18, the Date

of Manufacture (Date Code).

• The next two characters (02) is 2002, the Year of Manufacture.

Therefore, in the example above, the Manufacturing

Date Code is April 18, 2002.

• The sixth digit (2), which may be a 0 or a 2, indicates

Bristol.

• The next character (2), which may be a 0 or a 2,

indicates Bristol.

• The last five characters (00235) indicate Internal

Information.

Note: The month and day is determined by counting from

Jan. 1. In the example above, if the first three characters

were 035, the date would be Feb. 4, which is the 35th day

into the year. When determining the month and day, it is

important to determine the year of manufacture first and

use that calendar year to count because of the leap year occurring

every four years.

brIstol namePlate

brIstol corPoratIon (cont.)

Figure 7

108 02 2 200235

Julian Date Month Julian Date Month

001-031 Jan. 182-212 July

032-059 Feb. 213-243 Aug.

060-090 Mar. 244-273 Sept.

091-120 Apr. 274-304 Oct.

121-151 May 305-334 Nov.

152-181 June 335-365 Dec.

Table 4

warranty

polICy:

appendIx a

The first 5 digits are the Julian date of Manufacture

Figure 6

Figure 6

Internal Informa8on

0 or 2 indicates Brostol

02 = 2002

108 = April 18

Compressor Date Code Field-scrap as of: Compressor Date Code Field-scrap as of:

121 - 151 10 January-12 305 - 334 10 July-12

152 - 181 10 February-12 335 - 365 10 August-12

182 - 212 10 March-12 001 - 031 11 September-12

213 - 243 10 April-12 032 - 059 11 October-12

244 - 273 10 May-12 060 - 090 11 November-12

274 - 304 10 June-12 091 - 120 11 December-12

Table 5

www.goodmanmfg.com


warranty

polICy:

appendIx a

tecumseh corPoratIon serIal # logIc

The serial number stamped or printed on the compressor

nameplate consists of 13 characters. The first five characters

indicate the date of manufacture (see Figure 8 and Table 6).

Table 6 shows the corresponding letter for months of the year.

• The first character (J) indicates the Month of Manufacture

(Date Code).

• The second and third characters (30) indicate the Day

Manufacture.

• The fourth and fifth characters (96) indicate the Year

of Manufacture; therefore, in the example above, the

Manufacturing Date Code is Sept. 30, 1996.

• The following set of characters (223764) indicate the

Serial Number.

• The last two characters (TC) indicate Motor Information.

tecumseh namePlate

www.goodmanmfg.com

Figure 9

2012 Goodman ® Distributor Manual

J 30 96 6 2237 64

Figure 8

Figure 8

TC

Motor InformaDon

Serial Number

Year of Manufacture

Day of Manufacture

Month of Manufacture

Letter Month Letter Month

A January G July

B February H August

C March I September

D April J October

E May K November

F June L December

Table 6

Compressor Date Code Field-scrap as of:

E10 January-12

F10 February-12

G10 March-12

H10 April-12

I10 May-12

J10 June-12

K10 July-12

L10 August-12

A11 September-12

B11 October-12

C11 November-12

D11

Table 7

December-12


2012 Goodman ® Distributor Manual

LG ELEctronics namEpLatE

Do not remove plates or field-scrap. The product must be returned to LGE Electronics.

LG ELEctronics sEriaL numbEr GuidE

Warranty

Policy:

aPPendix a

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

Copeland Field RetuRn MatRix

warranty

polICy:

appendIx B

Destination Plant Sidney, OH Rushville, IN Hartselle, AL

Emerson Climate Technologies

“Collect” Freight Carriers

Emerson Climate Technologies, Inc.

Warranty Lab

1675 W Campbell Road

Sidney, OH 45365

Copeland Corporation LLC

Plant 41-14

310 E. Third Street

Rushville, IN 46173

CR Compressors LLC

C/O Transfreight

3220 Highway 31

South Building K

Decatur, AL 35601

Serial # Letter Code D, E, C, G, L, M, N, S, T, Z, or Blank R B or H

Illinois IL

Indiana IN

Michigan MI

Kentucky KY

Minnesota MN

Missouri MO

Wisconsin WI

Ohio OH

Delaware DE

District of Columbia DC

Maryland MD

New Jersey NJ

Pennsylvania PA

Iowa IA

Virginia VA

West Virginia WV

Connecticut CT

Maine ME

Massachusetts MA

New Hampshire NH

New York NY

Rhode Island RI

Vermont VT

Roadway Express

Idaho ID

Oregon OR

Washington WA

Colorado CO

Kansas KS

Florida FL

Utah UT

Nebraska NE

Arkansas AR

Louisiana LA

New Mexico NM

Oklahoma OK

Texas TX

Arizona AZ

California CA

Nevada NV

Alabama AL

Georgia GA

Mississippi MS

North Carolina NC

South Carolina SC

Tennessee TN

Montana MT

North Dakota ND

South Dakota SD

Wyoming WY

Alaska AK

Field Returns: call for routing instructions

Guam GU

Hawaii HI

Puerto Rico PR

Virgin Islands VI

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

goodCare ®

extended

servICe plan

PurPose

To provide optional extended parts and labor coverage on Goodman brand equipment that will help our Dealers add value

to the Goodman products they sell.

overvIeW

The GoodCare® Extended Service Plan provides labor coverage, extended parts coverage, and limited unit replacement

coverage for an affordable price. Designed to complement Goodman’s standard manufacturer’s warranties, there is an

extended service option available to fit every consumer’s need and every consumer’s budget. GoodCare is available with

respect to residential Installations of Goodman single-phase products through five tons. Three-phase products are not subject

to GoodCare Extended Service coverage. All coverage begins the 31st day after the date of unit installation.

Contracts sold on equipment installed in the states of Florida, Oklahoma, South Carolina, and Washington are offered

through AsureCare℠ Corp.

coverage oPtIons Include

10-year Parts, labor and 5-year lImIted unIt rePlacement coverage

Provides labor to repair or replace all Goodman parts that fail under normal use and service due to a manufacturer’s defect

in material or workmanship. Parts coverage is provided under the terms and conditions of the manufacturer’s standard

product warranty. If a part fails outside of the coverage period of the manufacturer’s standard product warranty, the part

will be replaced at no cost to the product owner under the terms and for the duration of the extended warranty agreement

(the “Agreement”). In the event of a compressor or heat exchanger failure in the first five years of ownership, we

will replace the failed product with a new equivalent Goodman unit. If a compressor or heat exchanger failure occurs in

the sixth through tenth year, the homeowner has the option of having the unit repaired or receiving a $500 rebate toward

the purchase and installation of a new Goodman unit. For unit replacement, coverage will transfer to the new unit for the

remaining duration of the Agreement.

10-year Parts and labor coverage

Provides labor to repair or replace all Goodman parts that fail under normal use and service due to a manufacturer’s defect

in material or workmanship.

Parts coverage is provided under the terms and conditions of the manufacturer’s standard product warranty. If a part fails

outside of the coverage period of the manufacturer’s standard product warranty, the part will be replaced at no cost to the

product owner under the terms and for the duration of the Agreement.

10-year labor coverage

Provides labor to repair or replace all Goodman parts that fail under normal use and service due to a manufacturer’s defect

in material or workmanship. Parts coverage is provided under the terms and conditions of the manufacturer’s standard

product warranty.

5-year labor coverage

Provides labor to repair or replace all Goodman parts that fail under normal use and service due to a manufacturer’s defect

in material or workmanship. Parts coverage is provided under the terms and conditions of the manufacturer’s standard

product warranty.

Parts coverage –years 6 to 10

Provides a replacement part only for all Goodman parts that fail under normal use and service due to a manufacturer’s

defect in material or workmanship. The cost of labor to replace failed part(s) is not included under this plan.

Parts coverage – years 6 to 10, and comPressor coverage – lIFetIme/99 years

[10-year term From the orIgInal eFFectIve date on the comPressor and on all other Parts to subsequent contract oWner(s)]

Provides a replacement part only for all Goodman parts that fail under normal use and service due to a manufacturer’s

defect in material or workmanship. The cost of labor to replace failed part(s) is not included under this plan. Unit replacement

is not included in this coverage.

www.goodmanmfg.com


goodCare®

extended

servICe plan

www.goodmanmfg.com

2011 Goodman Distributor Manual

dIstrIbutor’s resPonsIbIlItIes

• Enroll Dealers in the GoodCare Program

• Assist Dealers in completing the Authorized Dealer Agreement and establish a reasonable service rate for reimbursement

of all service work performed under the program

• Forward the Authorized Dealer Agreement to Goodman’s GoodCare Department. Once approved, Goodman will assign a

Dealer Identification Number

• Stock all extended service program literature and provide program materials to GoodCare Dealers as required

• Provide training to Dealers on all GoodCare policies and procedures

• Sell extended service contracts to Authorized Dealers on qualifying Goodman equipment

• Report the sale of extended service contracts to Goodman. Reporting is managed through the warranty section of the

Distributor Toolkit in the Goodman website

• Ensure that completed homeowner applications are forwarded to Goodman for processing

authorIzed dealer’s resPonsIbIlItIes

• Sell the GoodCare plan to the homeowner within one year of the date of equipment installation

• Complete a homeowner application and return the form to the Distributor

• Perform all service repairs under program guidelines as established in the Authorized Dealer Agreement, and the Terms

and Conditions of the GoodCare contract

• Submit service claims to Goodman’s warranty dept. in a timely manner

goodman’s resPonsIbIlItIes

• Provide program forms, literature, and promotional materials to the Distributor

• Approve Dealers for the program based on information provided in the Authorized Dealer Agreement

• Process homeowner applications to ensure that the equipment model and serial number and the dates of coverage are

properly documented and recorded

• Issue labor reimbursement and parts reimbursement, if applicable, to Dealer for service work performed on equipment

with extended service coverage

comPcare

CompCare is available directly to homeowners on Goodman brand (R-410A) 1- through 5-ton air conditioners and heat pumps.

It provides compensation to homeowners in the unlikely event of a compressor failure. Air conditioners and heat pumps that

use R-22 refrigerant are not eligible for CompCare. The CompCare registration form is available in the product literature packaged

with each piece of qualifying equipment. Under the terms of the program, a homeowner will receive a payment from

Goodman toward the labor charges associated with the replacement of a defective compressor or toward the installation of

an Amana brand replacement unit. The homeowner may choose whichever option best suits the circumstances, and gives a

servicing contractor the opportunity to sell the homeowner a replacement unit. Goodman will administer all contracts and

claims with the product owner.

Note: This program is not available for installations in Florida, Nevada, Oklahoma, Oregon, and Wyoming.


2012 Goodman ® Distributor Manual

PurPose

In our seasonal business, retaining a balanced mix of service parts is vital in providing

exceptional customer service. While Goodman strives to maintain a representative

quantity of replacement parts, it is the Distributor’s responsibility to maintain inventory

levels and to anticipate requirements.

FunctIonal Parts

Functional parts, such as motors, compressors, controls, etc., will be available

for the duration of the specified warranty period of each unit, including any

applicable extended warranty. In the event the original part cannot be supplied,

Goodman reserves the right to provide a suitable substitute part.

terms and condItIons oF sale For Parts

PrIcIng

A Distributor multiplier of 0.2 will apply to all items ordered. This multiplier is based

on suggested Dealer list prices in effect at the time of shipment.

terms

Terms of sale are net, 10th of the month following invoice or as otherwise specified

by our Credit Department.

PrIcIng

• All prices are subject to change without prior notification.

• Most price changes occur semi-annually in January and July.

• Parts will be invoiced at the current Distributor price in effect at the time

of order shipment.

• In the event an original part cannot be supplied, a suitable substitute will be

provided and invoiced at the Distributor price for the substitute part.

FreIght

• The customer will be responsible for freight for all orders with a value

less than $2,000.00.

• For damaged freight, see the Freight Policy section.

Parts order Placement and claIms

PrIcIng

A debit memo and an explanation of any pricing issues, including a copy of the

applicable Goodman invoice, must accompany claims involving incorrect pricing. Your

claim must be received in Houston within 30 days from the date of the invoice. Claims

received beyond the specified time will be denied.

routIne Parts orders

• All parts orders must be placed in writing.

• Orders should be emailed, faxed, or sent through EDI to your CSR.

• Orders should include SKU, quantity, due date, shipping instructions, ship-to

address, and PO number.

• Emergency next-day or second-day parts orders placed before 1:00 p.m. CST will

be shipped that day.

• Orders placed after 1:00 p.m. CST will be shipped the following day.

• All regular parts orders will be entered into the Goodman system within 24 hours.

• All regular parts orders will ship within 5 business days. Where possible, Goodman

will try to consolidate these orders with Full Truck Loads (FTL).

• Questions about parts orders or parts availability may be directed to either the

CSR or the Parts Team.

• The Parts Team has multiple CSRs who are all connected to a toll-free number:

800-645-6586. Any call to this number will be answered promptly by one of the

Parts Team CSRs.

• Routine orders are processed on a first come, first serve basis.

contact InFormatIon

parts

polICy

JenniFer anders

Parts Customer Service Supervisor

7401 Security Way

Houston, TX 77040

713-863-2385 — Fax

jennifer.anders@goodmanmfg.com

Michael wright

Overages/ Shortages/ Damages

Operations Manager

7401 Security Way

Houston, TX 77040

713-602-3209 — Fax

logistics.feedback@goodmanmfg.com

wayne hartMan

Director of Parts & Supplies

7401 Security Way

Houston, TX 77040

713-602-3209 — Fax

wayne.hartman@goodmanmfg.com

www.goodmanmfg.com


parts

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2012 Goodman ® Distributor Manual

damaged equIPment Panel rePlacement

Goodman will ship replacement panels at no charge for units received over the last 30 days. A purchase order specifically

indicating that these panels are to repair product damaged in transit is required. The BOL with damage notation is required.

This information must be notated on the customer purchase order along with the repairable units’ model and serial numbers

for reference.

cancellatIon oF order

If a cancellation request is received after material is shipped, the purchaser must accept shipment. All related transportation

and restocking expense resulting from refused shipments will be charged to the Distributor. (See Freight Policy.) If a cancellation

request is received after an order has been processed, the distributor must pay a 20% restocking fee.

order conFIrmatIon

For purposes of accuracy and completeness, written orders are required (via email, fax, or EDI). Goodman will send an order

confirmation within 24 hours of receipt of the PO. This confirms that the order has been entered into Goodman’s system; it

does not confirm the availability of parts.

overages, shortages, varIances and damages

Distributors will be responsible for identifying any overage or shortage within 48 hours of receipt. Variances must be identified

within 48 hours of receipt. Shipment information on overages, shortages, variances, and damages may be emailed to logistics.

feedback@goodmanmfg.com or faxed to Michael Wright at 713-602-3209. All claims must be accompanied by the packing slip

and BOL. The BOL must indicate material was over- or short-shipped by notating the number of cartons received. Goodman

may request additional information if the claim requires further research.

neW and unused Parts returns

• Unused items may not be returned for any reason without a Return Material Authorization (RMA) and prior approval from

the Goodman Parts Department (see Appendix B in the Equipment Fulfillment Plan section of this manual). Only active

items can be approved.

• Authorized returns are subject to Goodman’s inspection and must be received within 30 days of the RMA date, freight

prepaid. A copy of the RMA must be attached to the return as your packing slip. There is no freight allowance on the return

of new parts. Credit will not be given without an RMA.

• Credit will be issued only for material that is new, unused, and undamaged at the Distributor price in effect at time of

credit, less a 20% restocking charge.

• Returned material that does not qualify for credit will be scrapped and credit will not be issued.

• Requests to return liquid-line filter dryers will not be honored.

Parts PackagIng InItIatIve

We continue to provide standardized packaging and to create case quantities for service parts in order to improve warehouse

efficiency, reduce shipping damage, and help ensure adequate field inventory. This is all designed to improve parts availability

and transaction efficiency to both our Distributor and Dealer/Contractor base. Periodically you will receive a report identifying

new parts that will be sent in either individually packed boxes or in multi-pack quantities.

Individually packaged parts will be labeled with a part description, a part number, and a bar code for scanning.

Multi-packed parts boxes will be labeled with a description of the box contents, the quantity of parts in the box, a part number,

and a bar code. Where practical, parts in multi-pack boxes also will be individually boxed with description and part number,

as well as bar-coded for easy identification and individual resale to your Dealers and Contractors.

Parts sales requests / Parts transFers

Parts sales request / parts transfers shipped from the HLC need to ship within 24 hours. If the item(s) cannot be shipped within

the next 24 hours due to inventory shortage, damage, etc., the branch must inform the HLC CSR of the situation. The CSR,

then, can find other solutions to meet customer demand. COD must charge the Distributor the price noted on the requests

with no additional unauthorized fees or fines. Any overage, shortage, or damage issues related to parts transfers should be

resolved with the HLC CSR.

Parts Pre-season Programs

Goodman will continue to offer the parts pre-season programs for both spring and fall. Specific details will be distributed under

separate cover. Pre-season programs are designed to help ensure that you have adequate inventory on hand at the start

of either the heating or cooling season. These programs also help us to have adequate inventory at the start of the season by

estimating your inventory needs early. We encourage all of our channel partners to participate in both pre-season programs

so that we can all provide our customers with improved parts availability.


2012 Goodman ® Distributor Manual

equIPment summary

Goodman will ship full truckloads of Goodman brand products to Distributor

warehouse location(s), freight prepaid and allowed.

• Selection of carrier and mode of transportation are at the discretion of Goodman’s

Logistics Department.

• Unless otherwise specified contractually, all shipments are “F.O.B. Goodman dock”.

Put simply, ownership of material passes to the distributor at time of shipment.

• Any freight damage or loss claims are the responsibility of the receiving Distributor/customer.

Goodman will assist the customer in resolving any unpaid claims

with its carriers.

• Distributors will complete a Logistics Feedback Form for all loads received. Shipment

information must be emailed to logistics.feedback@goodmanmfg.com or faxed to

713-602-3209 for the claim to be considered (see address on right). An example

of the Logistics Feedback Form is found in Forms section at the end of this manual.

• Customers requesting expedited shipments will be responsible for all freight

charges related to the shipment. Expedited shipments are defined as a shipment

that requires delivery sooner than the normal transit time.

Goodman will respond to all feedback and/or communication of discrepancies

within five business days.

servIce Parts summary

• Every effort will be made to ship routine/regular parts orders with equipment on

truckloads.

• For routine/regular parts orders, parcel or LTL, service will only be considered if

equipment is not scheduled to ship.

• Selection of carrier and mode of transportation are at the discretion of Goodman’s

Logistics Department.

• Unless otherwise specified contractually, all shipments are “F.O.B. Goodman dock”.

Put simply, ownership of material passes to the distributor at time of shipment.

• Any freight damage or loss claims are the responsibility of the receiving Distributor/customer.

Goodman will assist the customer in resolving any unpaid claims

with its carriers.

• Emergency next-day or second-day parts orders placed before 1:00 p.m. CST

will be shipped that day. Orders placed after 1:00 p.m. CST will be shipped the

following day.

• If, due to a failure on Goodman’s part, a next-day or second-day order isn’t

processed that day, Goodman will pay 50% of the freight charge.

Goodman will respond to all feedback and/or communication of discrepancies

within five (5) business days.

lIght commercIal summary

handlIng

• The 7½-ton and larger commercial units require special handling.

• There is a second support rail under the units that the forks must be able to reach

and support to avoid damage to the unit and its coil.

• As indicated on the labels attached to each unit, there are minimum fork length

requirements. Currently the 7½- to 12½-ton units require 48” forks and 15-ton and

larger tonnages require 72” forks to be used.

hlc contact InFormatIon

FreIght

polICy

John green

7401 Security Way

Houston, TX 77040

713-602-3209 — Fax

logistics.feedback@goodmanmfg.com

www.goodmanmfg.com


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2012 Goodman ® Distributor Manual

transPortatIon

• Freight can be arranged by Goodman or by the customer due to the nature of the specialized delivery requirements.

• Unless otherwise requested, Goodman will only ship Commercial units on Full Truck Loads.

• Customers must indicate whether specialized transportation is required. For example, indicate whether a flatbed trailer is

needed or if tarps are required. Please also indicate whether a crane will be on-site during delivery.

• For flatbed service, customers are normally required to pay the delta between the van and flatbed price.

• Contact order services for a freight quote.

• The 7½- to 12½-ton units may be shipped using an LTL carrier only by special request and subject to Goodman’s approval.

The distributor/customer accepts all responsibility for any damage to units shipped LTL. All returns or request for credit

will be denied. Additional crating and or pallets may be available from order services for an additional expense.

• The 15-ton and larger units will not be shipped LTL.

aPPoIntments, unloadIng, and detentIon Fees

• Distributors must provide timely unloading appointments (within 7 business days) when notified of a scheduled delivery.

Failure to do so will result in the order being re-dated 15 business days from the date of occurrence.

• The agreed free unloading time for Goodman carriers is two hours. Detention or demurrage charges resulting from delays

in unloading will be charged to the distributor’s open account.

• If a carrier arrives late for an appointment, the customer will not be required to pay detention if he accepts the load.

• If a carrier reschedules the appointment and arrives on time for the new arrival time, the customer will be required to pay

detention if it takes more than two hours.

• If the appointment is rescheduled, the customer must have the driver sign and notate the time/date on the BOL. A label

or designated stamp located on the BOL should be used to track the start and stop times. Failing to fill this in will result in

a denial of any disputed detention fees.

• Distributors cannot refuse loads for any reason (including transit damage) and must accept all equipment and parts

shipped at Goodman’s discretion.

• Any refusals will result in re-delivery with all fees being paid by the distributor.

• In the event a truck driver is requested to assist the Distributor in unloading the product, the Distributor will assume all

risks and injury liability. The Distributor will be solely responsible for any driver unloading charges applied to the freight

invoice, which will be charged to the Distributor’s open account.

• Driver assistance is at the driver’s discretion. Goodman does not have any contractual agreements with carriers for this service.

multI-stoP shIPments

• For multi-stop shipments, it is the off-loading Distributor’s responsibility to ensure that the remainder of the load is secure

for further transit to the next stop. A photo should be taken.

• In the event product is damaged because the remaining load was not properly secured during the prior stop-off, the prior

Distributor responsible for securing the load will be charged back for repair costs of the damaged equipment or service parts.

• In this event, the recipient of the damaged material must also take a photo as it is discovered on the truck and in its original

carton or container.

• Any distributor request leading to out-of-route stops or miles will be charged to the Distributor’s open account.

• Failure to follow the process will result in claim denial.

less-than truckload shIPments

• Orders requested by the distributor to ship via a specific carrier will be shipped F.O.B. origin, FREIGHT COLLECT.

• When a specific carrier is requested, it is the customer’s responsibility to arrange pick-up. Any carrier issues, delays, or noshows

are the distributor’s responsibility to resolve. All pick-ups should be arranged between 5 P.M. and 7 P.M.

• It is the distributor’s responsibility to follow up on shortage or damage claims when their chosen carrier is used.

• If a carrier isn’t specified, Goodman will use a preferred national contract carrier and ship F.O.B. origin, freight prepaid and add.

• Equipment and accessory orders shipped LTL will be charged to the Distributor’s open account.

• For service parts LTL shipments, please refer to the Parts Policy section.


2012 Goodman ® Distributor Manual

FreIght

polICy

shIPment cancellatIon

If a distributor cancels a shipment that has been staged for loading or already loaded for shipment, that distributor will be

charged a restocking fee of 20% of the shipment value at list price.

dIrect shIPments and sPecIal handlIng requests

• Direct shipment to your customers (including, but not limited to, job sites) may be arranged using the above policies.

• The distributor is expected to communicate all Goodman freight policies to their direct shipment customer.

• The direct ship customer must follow all Goodman freight policies.

Goodman allows each customer the opportunity to select his own carrier for direct or indirect shipments. The customer

assumes all freight costs associated with this method of shipping.

• Distributors will be responsible for any additional freight, stop-off and/or handling charges, which will be charged to the

Distributor’s open account for the specified shipment.

• Customer locations cannot refuse to accept or unload product and must have appropriate material-handling equipment

to unload product safely (e.g., dock, forklift). Locations determined to have improper or unsafe unloading equipment will

have their shipments suspended indefinitely.

• Credit will not be given for any unauthorized returns by a direct shipment location.

• The distributor is responsible for the costs of any requests to use flatbeds or any other means of transportation other than

normal van freight. The distributor will be charged the difference between the costs of the specialized equipment vs. our

normal expected rates.

equIPment/servIce Parts overage, shortage, and damage (os&d)

Goodman will continue to make every effort to provide appropriate packaging for its products, choose reliable carriers for

shipment, and devote special attention to proper loading of equipment and service parts. However, when problems are

encountered, the Distributor is required to accept the delivery, unload the product, and follow these procedures:

truckload shIPments

overage

• In the event an equipment or service parts overage is identified at time of delivery, the Distributor must notate such overage

on the carrier’s Delivery Receipt and/or BOL.

• Distributors will be responsible for identifying an overage and returning the Logistics Feedback Form via email or fax within

48 hours after time of delivery.

• Model and serial number of the overage unit(s) should be notated and reported.

shortage

• In the event a shortage is identified at time of delivery, the Distributor must notate such shortage on the carrier’s Delivery

Receipt and/or BOL.

• For service parts only, the distributor must notate the number of cartons. Note: Do not count pallets in lieu of counting

cartons. A pallet count will be seen as not following the process and the claim will be denied.

• Distributors will be responsible for identifying a shortage and returning the Logistics Feedback Form (see Forms section) via

email or fax within 48 hours after time of delivery. This should include:

◊ Signed copy of BOL with notation of shortage

Goodman packing list (titled “Trailer Load Summary Document Customer Copy”)

◊ Serial number listing identifying specific unit(s) short or model and quantity detail for service parts.

concealed shortage (servIce Parts only)

• Concealed shortage only applies if the piece count on the outer packaging does not match the number of pieces contained

inside. For example, if the outer packaging states four (4) pieces and there are only three (3) inside, it is a concealed shortage.

• Concealed shortage does not apply in cases in which the carton count was incorrect. Those issues should be handled as

part of the normal shortage process for receipts.

• Distributors have 30 business days to report concealed shortages.

• Shipment ID number, pick number, item number, and quantity information should be sent to logistics.feedback@goodmanmfg.com

for resolution.

• Failure to follow the above process will result in claim denial.

www.goodmanmfg.com


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2012 Goodman ® Distributor Manual

damage

In the event equipment or service parts damage is identified at time of delivery, the Distributor must report the damage

within 24 hours of receipt following the process detailed below.

• Photograph the damage as it is found on the trailer without moving the product if possible. This should be done prior

to unloading. Describe the condition of the product. Photograph a wide view of the trailer showing the product and the

immediate surroundings to help determine the root cause of the damage. Also photograph a closer view of the actual damage

to help determine the credit given.

• Note damage on the feedback form and on freight bill. Initiate the claim with the carrier if it is believed to be transit damage.

• Faxed photographs will not be accepted.

• Return the Logistics Feedback Form via email or fax to HLC.

• Notate the damage on carrier’s Delivery Receipt and/or BOL. Specific details (e.g., models and serial numbers) must be provided.

• Failure to follow the above process will result in claim denial.

concealed damage

• Concealed damage is damage to the product that can only be found when the packaging is removed. In these cases, the

packaging is normally in excellent condition.

• Damage to the side of the unit facing the nose of the trailer is visual/normal damage.

• In the event of concealed damage, the Distributor must report the damage within 15 days of receipt for equipment and 30

days of receipt for service parts following the process detailed below.

• Photographs of the damage and packaging, along with the model and serial numbers should be sent to logistics.feedback@goodmanmfg.com

or sent via US mail to Goodman HLC.

• Failure to follow the above process will result in claim denial.

less-than truckload shIPments

LTL shipments are not shipper load and count. The LTL carrier verifies all carton and pallet counts upon pick-up. If there is a

shortage or damage to the product, the Distributor must file a freight claim with the carrier for resolution. This applies to parts

and equipment.

WIll calls

All OS&D needs to be identified at time of pick-up. All claims made after time of pick-up will be denied.

damage resolutIon

Goodman will review all documentation relating to any damage incident and provide a detailed summary regarding the

issue via phone or email. If it is determined that the Goodman freight carrier is responsible for the damage, the customer is

obligated to file a Loss/Damage Claim Form directly with Goodman’s carrier. If it is determined that Goodman is at fault for

damaged material, the following steps will be taken:

Goodman will either provide replacement parts at no charge to repair the unit, or, if material is deemed non-repairable,

credit will be negotiated based on the extent of the damage.

• The model number, serial number, and shipment information is required for replacement parts.

• Distributors will provide labor to repair any damaged units at Distributor’s expense. Goodman will not give a labor credit

for any repairs made.

• The model number, serial number, picture of the damage, and picture of the serial plate is required for negotiated credit.

• Warranty will be void for all non-repairable units.

• Credit will be issued via AAA form (see Forms section) or through an RMA with Goodman arranging transportation to return

the damaged material.

• Distributors will be charged a 20% restocking fee for all returned product deemed to be repairable.


2012 Goodman ® Distributor Manual

PurPose

Advertising materials for Goodman brand products must follow the guidelines

below. However, please note that this information is not intended to specify all of

the legal requirements of advertising, especially those requirements that may vary

by state or locale. Please contact your local legal counsel for complete information on

your specific situation.

logo usage

In the world of marketing, the more consistently a logo is used, the more acceptance

and remembrance the associated brand will achieve. Logos communicate much about

the professionalism of a brand and the products they stand for, and they need to be

used consistently throughout a brand’s marketing, sales and distribution systems.

• All parties using either the Goodman Air Conditioning & Heating logo or the

Goodman logo with the “Thank Goodness for Goodman®” tag line for any reason

are expected to abide by the guidelines outlined in the “Goodman Logo Usage

Guidelines” document. A copy of this document follows this section. An electronic

copy of this document can be obtained by visiting the PartnerLink/Toolkit/

Marketing Tools section of www.goodmanmfg.com.

• Graphics files containing current versions of the logos are available in the Dealer

Advertising Media Library on PartnerLink. If, for some reason, you cannot download

the graphics, contact a member of the Marketing Department.

A note about color: The Goodman logo is a combination of red, black, and white.

We use Pantone Matching System (PMS) color #186 red in the logo. Please specify

PMS #186 as the red for the logo when locally printing any Goodman brand logos.

Goodman brand logo’d merchandise is available for purchase through the Goodman

Company Store e-business site, which can be found at http://goodman.

andrewssport.net on PartnerLink. For more information on logo’d merchandise,

please see the section of this manual entitled Merchandising.

trade and consumer advertIsIng

Each season, Goodman provides a set of advertising materials to its Distributors and

dealers. These materials include the following:

• Customizable consumer print materials

• Taggable 30-second and 60-second radio spots, and Goodman radio jingle.

• Taggable 30-second television commercials

• Phone-on-hold materials

• Billboard designs

The graphic files for these materials will be issued seasonally on PartnerLink. To

access these files, simply set your Internet browser to www.goodmanmfg.com,

click on the PartnerLink button at the bottom of the page and log in. Click on the

Dealer Media Library link to access the files.

If you have difficulty using PartnerLink, refer to the Website section of this manual or

contact Rex Anderson at 713-861-2500, ext. 5064, or James Peden at 713-861-2500,

ext. 5480.

customIzIng the ads

The advertising materials available are typically high-resolution Adobe Acrobat PDF

files, which can be customized by most newspapers’ and magazines’ in-house graphic/

advertising departments or external graphic support providers.

advertIsIng at-a-glance

advertIsIng

colors

Goodman Red = PMS 186

goodMan Marketing dePt.

coMMunications contacts

rex anderson

Director of Communications

713-861-2500, x5064

silvia riFF

Manager, Graphics Support

713-861-2500, x5480

denise Baldwin

Marketing Coordinator

713-861-2500, x5390

regIstered and unregIstered trademarks

general

Goodman® brand

GoodCare® extended service plan

AsureCare SM extended service plan

Products

Goodman® brand Air Conditioner

Goodman® brand Heat Pump

TuffTube Heat Exchanger

Goodman® brand Gas Furnace

Goodman® brand Coil

Goodman® brand Packaged

Air Conditioner

Goodman® brand Packaged

Heat Pump

Goodman® brand Packaged

Gas/Electric Unit

Flex duct

Quietflex® flex duct

www.goodmanmfg.com


advertIsIng

www.goodmanmfg.com

2012 Goodman ® Distributor Manual

A graphic artist can work with you to adjust artwork to fit the specifications of the ad space that you have purchased. However,

to ensure that the Goodman brand is represented as consistently as possible, do not change the body copy fonts on the ad.

Also, if you edit the ad to include a special price or promotion, clearly indicate that this price or promotion is being offered by

the Dealer in question.

If you need assistance in finding someone to help you customize an ad, contact a member of the Marketing Department.

Warranty statements

In accordance with the Magnuson-Moss Warranty Act, any ad mentioning “warranty” must designate the warranty as either

“full” or “limited” and give its duration, e.g., 5 years. Also, disclose any major limitations the warranty has, such as “only on

aluminized-steel tubular heat exchangers” or “excluding parts.” Please indicate in ads: “Ask or see your Dealer for details.”

Dealers are required by law to have specimen copies of warranties on hand. Do not make any product warranty claims other

than those issued by Goodman for Goodman brand products.

rePresentatIon

All advertising materials used by a Dealer must represent the Dealer as a “Goodman® Brand Dealer,” not as “Goodman.” Any

promotions, pricing or warranties offered by a Dealer in an advertisement for Goodman brand products that differ from the

promotions, pricing, and warranties offered by Goodman will be the responsibility of the Dealer placing the advertisement.

mIscellaneous legal

Misleading copy, misrepresentations, illegal competitive practices or libelous references to competitors may not be included

in any advertisement for Goodman products. Goodman will not be held liable for such advertisements. All applicable laws and

regulations, including Federal Trade Commission regulations, local codes and regulations, and industry codes and standards

must be followed in Goodman Air Conditioning & Heating ads.

trademark guIdelInes

The first time a registered trademark is used on a page, follow it with the federal registration symbol (®) subscripted or superscripted.

The first time an unregistered trademark is used on each page, follow it with the () subscripted or superscripted.

All trademark names have the first initial capitalized. Trademarks are used only as adjectives to modify nouns and are not to

be used in place of the appropriate noun. Example: Homeowners purchase a Goodman® brand gas furnace, not “a Goodman.”

Trademarks are subject to change. Any questions regarding trademarks should be directed to the Goodman Marketing Dept.

other trademark Issues

goodcare®

Refer to GoodCare as an Extended Service Plan, not as a warranty or maintenance agreement. The registration symbol (®)

must follow the word “GoodCare.” This program is available in all states.

asurecare sm

Refer to AsureCare SM as an Extended Service Plan, not as a warranty or maintenance agreement. The service mark identifier

( SM ) must follow the word “AsureCare.” This program is not available in all states.

comFortexPress sm

Refer to ComfortExpress SM as an Extended Service Plan, not as a warranty or maintenance agreement. The service mark identifier

( SM ) must follow the word “ComfortExpress.” This program is not available in all states.


2012 Goodman ® Distributor Manual

GOODMAN ® LOGOTYPE USAGE

GRAPHIC STANDARDS – GOODMAN BRAND LOGO

Advertising

Graphic continuity is imperative to clearly communicate our brand image. When the Goodman brand logo is used in a consistent

manner, brand recognition is immediate. The brand signature becomes unmistakable to the audience. That’s why it’s important to

follow these rules when using the Goodman brand logo.

Goodman Brand Logo Colors

Only two colors are to be used within the Goodman brand logo: PMS 186 and black.

Screen mix matching for PMS 186 is C-0, M-100, Y-81, K-4 PMS 186 BLACK

Goodman Brand Logotype

The Goodman brand logotype may be used alone in some instances, such as signage, product badging (labels), collateral

materials, presentations and some packaging.

Goodman Brand Logotype and Tagline

For almost all examples of brand identity, the Goodman brand logo should be used with the positioning line:

Thank Goodness for Goodman. ®

The relationship of the tagline’s size and position to the Goodman brand logotype must be adhered to. Absolutely no variations

are permitted. The logo is available in electronic form from the PartnerLink Image Library at www.goodmanmfg.com. The tagline

– Thank Goodness for Goodman. ® – is not to be reset in any other typefaces with the logotype. It is integrated with the logotype

in the electronic file.

Goodman Brand Logotype with Air Conditioning and Heating

For situations in which the audience may not be familiar with the Goodman brand (eg., consumer advertising) and where the

logo appears without an equipment photo, Goodman may be more overtly linked with “Air Conditioning and Heating.” Here’s the

logo version to use. Again, its available electronically.

Clear Area Around Logo

A clear area must be maintained around the logo and tagline. A perimeter dictated by half the height of the lowercase “o” in the

logotype, as indicated in the examples below, makes it easy to check the space.

www.goodmanmfg.com


Advertising

www.goodmanmfg.com

2012 Goodman ® Distributor Manual

GOODMAN ® LOGOTYPE USAGE continued...

GRAPHIC STANDARDS – GOODMAN BRAND LOGO (continued)

Goodman Brand Logo – Examples Of Proper Usage

When using the logo and tagline or the logo and “Air Conditioning and Heating” text, seek maximum readability.

When backgrounds are dark, use white type. Avoid placing the logo on busy and confusing backgrounds.


2012 Goodman ® Distributor Manual

Advertising

GOODMAN ® LOGOTYPE USAGE continued...

GRAPHIC STANDARDS – GOODMAN BRAND LOGO (continued)

For questions about this information or for special usage requests, contact Rex Anderson, Director of Communications, at rex.anderson@goodmanmfg.com.

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

WebsIte enhancements

It’s reported that possibly more than 80 percent of homeowners first search online

while making an HVAC service call or purchase. So, it is important for your company

to have the right kind of online presence and to be in the right places on the Internet.

Through partnerships with Advice, Yodle and iMarketing Solutions, Goodman now

offers our Distributors and Dealers three excellent sources for your entire Internet

marketing needs.

advIce InteractIve grouP

Advice is a full-service Dallas-based interactive marketing agency comprised of experienced

advertising and marketing professionals that provide clients with a clear

and distinct voice in the marketplace. Internet marketing consultants at the Dallas

location specialize in developing online marketing strategies, search engine marketing

(SEM), search engine optimization (SEO), pay per click (PPC), and website design

and development.

Advice also provides reputation management and repair services to the online community.

Reputation management has become essential with the advent of widespread

computing.

servIces

Internet marketIng servIces

• Search Engine Optimization

• Pay Per Click Campaign Consulting

• Email Marketing

• SEO Copywriting

• Reputation Management

yodle

WebsIte desIgn

• Web Design

• eCommerce

• Multimedia

• Web Application Development

PurPose

Generate new qualified sales leads and get new customers via your company’s website

with Yodle®. Building your company’s online presence and promoting your business

on popular search engines like Google, Yahoo!, and Bing, offers a great way to

drive more customers to your business.

methods

Yodle refines an existing website to help turn online visitors into phone calls and new

customers. If you don’t currently have a website, Yodle can help to create one for

you using search-engine optimization and sales conversion best practices. Yodle can

strategically promote a business on major search engines, as well as across a network

of online directories, Internet Yellow Pages, and local sites.

Yodle offers online advertising and social networking tools to help enhance your online

credibility. It can also help you to build trust with prospective customers and keep your

current customers up-to-date. Its dashboard gives you access to view traffic to your

website, as well as the actual customer telephone calls and online inquiries that come

in from your online sales and marketing efforts.

contact InFormatIon

Internet

sales tools

rex anderson

Director of Communications

713-861-2500, x5064

contact InFormatIon

randal turner

5900 South Lake Forest Dr., Suite 295

McKinney, TX 75070

888-348-9969

rturner@adviceinteractivegroup.com

contact InFormatIon

russell tvedt

National Account Director

704.247.2113

RTvedt@yodle.com

www.goodmanmfg.com


Internet

sales tools

www.goodmanmfg.com

2012 Goodman Distributor Manual

Procedure

Yodle uses proprietary technology called Click Rank and certified Internet marketing account managers to manage your

marketing campaigns and online budget dollars.

Payment

One time set-up cost:

• Review current online campaigns and best practices

• Keyword portfolio creation and search engine campaign geo targeting

• Ad copy research/writing

• Bidding algorithm set-up

• Provisioning the remote call forwarding numbers

Monthly Management Fee:

• Dedicated Account Manager

• Ongoing ad copy/keyword/geo management

• Unlimited access to Yodle platform

• Monthly performance review

Monthly Ad Budget:

• Dealer establishes budget for online marketing program

• Yodle’s bidding algorithm will manage spending to assure that the budget is spent properly

• Any monies remaining at end of the month will roll over to the next month and will remain until spent

Imarket solutIons

PurPose

iMarket Solutions helps to empower businesses by helping HVAC dealers build online

presence. The company can design your website and build on it through local organic

search engine optimization activities, pay-per-click advertising, and email marketing

to promote customer loyalty and retention. Your website could, if you choose, contain

a Content Management System, which is an easy-to-use tool that allows you to make

updates to your website, create new pages, change images, or add coupons.

contact InFormatIon

nadia roMeo

800.727.3920

info@imarketwebsitesolutions.com

servIces oFFered

• Design and manage a website’s content to improve its ranking in the organic search engine results

• Strive to put your website on Page One for local search results

• Create and manage paid advertising listings in the major search engines

• Build an effective keyword list

• Create a landing page and ad copy

• Measure results for ROI calculation

• FREE marketing consultation or FREE membership to EPL Residential 24/7/365 resource library designed to help contractors

improve their profits. This membership comes with FREE electronic consulting services that can work directly with

consulting talent via the Web to support and answer any questions, or business-related issues.

Payment

Charges vary depending on the package purchased by dealers. The higher the package cost, the greater the potential for

securing a steady and large number of sales leads. The Web Domination package offers unrivaled lead volume within select

market territories. Once a package is selected, dealers can advise iMarket regarding monthly advertising expense budgets.


2012 Goodman ® Distributor Manual

Website Video Program

PurPose

Everyday your website becomes more important as a marketing tool. Customers look

for local HVAC services online, and when they find your website they will judge the

quality of your service by the quality of your website. The Goodman Web Video Program

easily adds important video content to your website that potential customers

will find useful and that will keep them on your website longer—which means more

calls. Today, as the Internet becomes the most dominant method of providing information

to your customers, video content is becoming a more important feature of

websites. Most people will not read a website page full of information, but they will

watch a video. These videos, produced by Goodman, will position your company as

an up-to-date leader in your industry. And, as new videos are added, you will receive

all updates at no additional charge. Keep your website and marketing up-to-date with

impressive video content and the ability to make changes daily, weekly, or monthly—

without being locked into the same ad for a year.

methods

This collection of videos can be used on your website, in e-mails to customers, and

on other websites where you can post a link. Easily customize the program for your

company—even add you own video(s)! Make changes to keep the program current

with your marketing plans anytime you like!

Procedure

Sign up online at www.mygoodmanvideo.com (click on Pricing and Signup). You

will receive a username and password to your company account at www.mygood-

manvideo.com. Log in to your account and customize the program for your company

(add your logo, phone numbers, etc.). The program is designed to look like a natural

part of YOUR website. All the coding you need to post the program on your website

(or use it in other places) is provided. Make changes to any part of the program as

often as you like. Call us any time for a complete demonstration of all the program

features or for help customizing the program for your business.

Payment

Payment is made to .advancedMethod (see service contract at

www.mygoodmanvideo.com/signup.aspx)

contact information

Internet

SaleS toolS

.advancedMethod

Marty Martin

Goodman Engage Program Manager

877-345-4344 x1926

636-442-1926

martin@advancedmethod.com

PrograM Website

www.mygoodmanvideo.com

Preview the program

and sign up online!

Customize the program for your

company and place it on your

website.

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

Flat-rate PrIce book

PurPose

Many homeowners today expect to get a fair and an upfront guaranteed fixed price

before any HVAC work is performed. Upfront Pricing or Flat-rate Pricing are both

terms used by Retail Residential HVAC contractors to describe providing for a specific

repair or equipment replacement installation at a fixed upfront price to the consumer.

Upfront price books meet these expectations. In fact, Flat-Rate Price Books help increase

homeowner satisfaction, since the homeowner gets to choose to proceed

with a guaranteed fixed price and accurately described work.

We help Goodman brand dealers provide their homeowners with pricing credibility

while helping increase their profitability. By being able to charge a fair price, we now provide

for your geographic area a complete “Upfront” flat-rate price book set to include:

Goodman Flat-Rate Installation

• Fix-Right Flat-Rate Service Repair

groWmyhvac.com

GrowMyHVAC.com is a division of Building Services Institute (BSI), which is a company

that provides an on-line seven-step HVAC Retail Residential Service and Installation

Department implementation method. This method provides proven best-practice

operating processes, forms and flat-rate pricing books/tools along with personal

implementation support. This service will help you and your staff develop a more

sustainable HVAC business.

beneFIts oF the PrIce book Program

The BSI price book program is designed to provide dealers with the following benefits:

• Helps to up-sell HVAC equipment replacement installations by providing the homeowner

with a “Show & Tell “good-better-best-premium” indoor comfort system

configuration that includes upfront installation pricing and associated benefits

• Helps systematically sell service agreements on all service calls by communicating

to the homeowner the value of service agreements

• Enables dealers to properly recover overheads in order to be profitable

• Allows the dealer’s company, its technicians, and indoor comfort advisors to appear

more professional

• Helps dealers demonstrate that they have professional experience and credibility

with the type of work the homeowner requires because it is described and published

in a flat-rate book

• Helps eliminate errors when quoting out of a flat-rate price book, since the math

is already done

• Helps the dealer inform his clients that they are paying the same price as everyone else

PrIce book Program overvIeW

To obtain your flat-rate price book:

• These price books are one of the lowest cost price book option available in the

HVAC industry.

• Each price book is only $200 per six-month subscription—with no monthly fees.

• BSI provides a “user-ready” PDF flat-rate price book download, typically within

three business days from receipt of dealer’s faxed-in one-page set-up sheet.

• BSI maintains the price book for you for future changes to your equipment pricing

via your latest dealer equipment pricing.

Internet

sales tools

contact inForMation

Wendell Bedell

50 Musket Drive

Nashua, NH 03062

800.2240-2823

wendellb@GrowMyHVAC.com

www.goodmanmfg.com


Internet

sales tools

www.goodmanmfg.com

2012 Goodman ® Distributor Manual

• BSI provides the price book as a PDF file download for immediate multi-copy printing.

• Dealers can update the price book at any time to change labor cost rates, tax rates,

or profit pricing requirements.

hoW to obtaIn the PrIce book set

• Contact your Territory Sales Manager or the local Branch Manager to obtain the

one-page order/set-up forms.

• Dealer completes and faxes BSI a one-page order/set-up form.

• If dealer wishes to make any changes to the equipment price book configurations,

BSI provides an Excel equipment “Good-Better-Best-Premium” configuration setup

worksheet. To make it easy to communicate changes, there is a separate tab

for each system type.


2012 Goodman ® Distributor Manual

WrIghtsoFt contract & sales tools

PurPose

Wrightsoft offers a selection of easy-to-use programs for both desktop and mobile

devices to help increase the business success of HVAC professionals. Their products

work with ACCA-certified Manual J (load calculations), Manual S (equipment

selection), and Manual D (duct designs) to help dealers design systems and generate

proposals and parts take-off lists plus sales tools.

WrIghtsoFt rIght-suIte® unIversal (WWW.WrIghtsoFt.com):

—Integrated design and sales tools for residential and commercial, replacement and

new construction

Whether your dealers are designing a complete HVAC system, performing a complex

load calculation, adding ducts, diagnosing existing systems, adding a complete

radiant heating system or in-home selling presentations and proposals, Right-

Suite® Universal makes the design and sales process fast, efficient, and accurate.

Their Hotlink Technology links all areas of the program, so changes made in one

area of the program (such as changing the orientation of the house) will update

all other areas of the program, from the load calc to the parts take-off list and

proposal. This gives dealers real-time results and eliminates the need to manually

re-enter data.

WrIghtsoFt rIght-mobIle consultant (WWW.WrIghtsoFt.com/rIghtmc):

—The only mobile solution approved by ACCA for Manual J block load calculations

Designed for the iPad®, Right-Mobile Consultant enables dealers to improve their

in-home presentations and standardize the sales process. Users simply tap out the

dimensions of the house, select the building materials, and the load is calculated

instantly. On the next screen, dealers can offer Good, Better, Best equipment options

to the homeowner, compare utility rates, and then automatically generate a

proposal based on their selections – all in one visit to the customer’s home.

When combined with Wrightsoft’s Right-Roadshow presentation app, dealers

can take their in-home sales presentations to the next level. This customizable app

makes it easier to present their company and services.

methods

Manual J

ACCA-certified Manual J (load calculations) starts with Right-J®. When combined

with the Right-Draw® module, users can produce an accurate load calculation in

minutes by simply drawing out the dimensions of the house and selecting the

building materials. The hotlink technology allows design changes to be reflected

instantly in the results, including changes to the building materials, location data,

orientation of the house, and more. Reports for rebates, inspectors, etc., are automatically

generated and can be either printed or e-mailed.

Manual d

The Right-D® module is a fast, easy-to-use residential duct design tool that takes full

advantage of ACCA’s streamlined Manual D Method. When combined with Right-

Draw®, dealers can eliminate confusing spreadsheets and manually draw out the duct

design or simply place the registers and let Right-D design the layout for them. Dealers

can use the optional ductulator for friction rate calculations. To make inspector

and code reporting easier, the duct labels are shown right on the Right-Draw® screen.

The optional Right-2Line module is available to produce CAD-quality drawings

(purchased separately).

contact InFormatIon

wrightsoFt sales

131 Hartwell Ave

Lexington, MA 02421

Internet

sales tools

800-225-8697 (opt 3)

M-F 8:30am – 5:30 pm EST

www.wrightsoft.com/goodman

sales@wrightsoft.com

www.goodmanmfg.com


Internet

sales tools

contact InFormatIon

wrightsoFt sales

131 Hartwell Ave

Lexington, MA 02421

800-225-8697 (opt 3)

M-F 8:30am – 5:30 pm EST

www.wrightsoft.com/goodman

sales@wrightsoft.com

www.goodmanmfg.com

2012 Goodman ® Distributor Manual

Manual s

Right-Suite® automatically calculates the Manual S performance for each piece of

Goodman® brand equipment selected by the user. The calculation uses extended

Manual S data from Goodman based on the specified conditions and automatically

updates when changes are made. A Manual S report is automatically generated

and can be used for reporting purposes and rebates.

Manual n

Right-N® works with the latest ACCA-certified Manual N light commercial method

to complete load calculations in minutes. It is a simple, clear, logical, yet very sophisticated

program to help you compute your calculations quickly and accurately.

ashrae rts / cltd

Right-CommLoad helps dealers determine their complete ASHRAE load calculation

breakdown for any commercial project. It uses 24-hour by 12-month ASHRAE Handbook

of Fundamentals methods to compute heating and cooling loads for an unlimited

number of zones. Right-CommLoad’s colorful Load Meter will show the shape of

peaks, not only over 24 hours, but also over 12 months. Using the color pie charts,

dealers can show their clients a load breakdown for any zone or group of zones.

F280

Developed with HRAI, Right-F280 is an easy-to-use F280 residential load calculation

tool for Canada.

PurchasIng InFormatIon

Dealers can review and purchase the modules they want directly from the Wrightsoft

website, or they can call one of the knowledgeable salespeople to work with

them in designing a package to suit their exact business needs.

All solutions are available at low subscription prices with special pricing for Goodman

dealers.


2012 Goodman ® Distributor Manual

PurPose

The merchandising program for Goodman products offers items intended to help

support the acceptance and sale of products and communicate the benefits each

dealer offers to homeowners. The merchandising program consists of:

• Consumer Literature – Distributor orders only

• Promotional Merchandise – Dealer and Distributor orders accepted

• Vehicle Signage Programs – Dealer and Distributor orders accepted

• On-site Illuminated Signs – Dealer and Distributor orders accepted

• Literature Display Racks – Dealer and Distributor orders accepted

consumer sales lIterature

All Goodman product literature is available through the Literature Fulfillment Group.

To place orders, complete an order form and fax it (713-856-1820) to the Literature

Fulfillment Group or email it to Crystal Jackson (crystal.jackson@goodmanmfg.com).

The form can be downloaded online from PartnerLink/ Toolkit.

A completed order form is required to receive any consumer sales literature; orders

will not be accepted over the phone. All areas of the form must be filled in, including

account number, Distributor contact, ship-to address, etc. An order confirmation will be

faxed back to the party placing the order. Consolidated orders can take up to two weeks

prior to shipment. Distributors can request FedEx® ground shipment for faster delivery.

Rush orders (on in-stock orders only) must be in by 12:00 noon Central Time and may be

subject to additional costs to accommodate the expedited delivery. Distributors will be

charged freight for all rush orders. Literature orders may not be returned.

PromotIonal merchandIse

Promotional merchandise consists of items such as shirts, caps, jackets, etc., emblazoned

with the official Goodman Air Conditioning & Heating logo. Approved Goodman

brand promotional merchandise is available for purchase from the Goodman

Company Store. A link taking you directly to the store is located on PartnerLink

Any item that can be construed as a weapon is not allowed to display a brand logo

or other identification that would cause the recipient of the item to believe that the

Goodman brand endorsed it.

vehIcle and sIte sIgns

Approved Goodman vehicle signs are available from the Foxmark Corporation. An

order form depicting the various types of materials is included in the Forms section of

this manual. Also, you may order the signs via Foxmark’s secure website; a link to this

site can be found on PartnerLink. Orders must be placed by Distributors.

trade shoW & PoInt-oF-sale marketIng materIals

Trade show and POS marketing materials consist of items such as booth rentals, trade

show graphics, posters, etc., emblazoned with the official Goodman Air Conditioning

& Heating logo. Approved Goodman trade show materials are available from the Trade

Show site. A link taking you directly to the site is located on PartnerLink log-in page.

merChandIsIng

contact InFormatIon

literature FulFillMent grouP

Crystal Jackson

713-861-2500, ext. 5855

713-856-1820 — Fax

crystal.jackson@goodmanmfg.com

FoxMark corPoration

713-686-8300

www.foxmarkcorp.com

dualite sign coMPany

513-724-7100

www.dualite.com

siegel disPlay Products co.

612-767-1012

www.goodmanmfg.com


merChandIsIng

contact InFormatIon

FoxMark corPoration

713-686-8300

www.foxmarkcorp.com

dualite sign coMPany

513-724-7100

www.dualite.com

siegel disPlay Products co.

612-767-1012

www.goodmanmfg.com

2012 Goodman ® Distributor Manual

IllumInated sIgns

Goodman-approved illuminated signs are available from the Dualite Sign Company.

Exterior signs in several sizes and configurations are available, as well as illuminated

indoor signs and clocks. A price list for these signs can be found in the Forms section.

You may order these signs online by performing the following steps:

• Go to www.dualite.com.

• Click the black “Customer Sign In” button on the upper left side of the page

• On the next page, click “Log In.”

• On the log-in page, enter the following information:

Username: GOOD02 Password: amgood02

• This will take you to Dualite’s Goodman Customer Support page. From here, you

have several options:

◊ Click “Online Ordering Form” to place an order or print a blank order form

◊ Select “FAQs” for answers to common questions

◊ Locate phone numbers for relevant Dualite and Goodman personnel if you

prefer to place your order or ask questions over the phone.

• Dualite will only accept orders from Distributors.

dIsPlay racks

Goodman Consumer Literature display racks are available from Siegel Display Products

Company. These items come complete with Goodman Air Conditioning & Heating

signage. An order form for display racks is located in the Forms section, as well as on

PartnerLink; call 800.626.0322 for details.


2012 Goodman ® Distributor Manual

PurPose

The Printed Materials Fund supplements Goodman’s policy of providing its Distributors,

free of charge, with all printed materials concerning Goodman products needed to

operate their distributorships. It is designed to defray a Distributor’s cost of extra-

ordinary volumes of those materials.

accrual Process

• Distributors will earn a 50-cent ($0.50) credit for every Goodman split system outdoor

unit, packaged unit, air handler, evaporator coil, and gas furnace sold. This

amount is credited to each Distributor’s Printed Materials Fund.

• Credits will accumulate monthly.

• The Distributor will not be invoiced for literature. Instead, the Distributor’s Printed

Materials Fund will be debited upon shipment of literature, with debits applied in

the order that credits were accrued.

• If the Distributor’s literature orders exceed the amount in the Printed Materials

Fund, the Distributor will be invoiced for the amount exceeding the accrual.

• The Printed Materials Fund will be debited by the amount of any credit not used

within twelve (12) months of accrual.

accePtable uses oF PrInted materIals

• Distributors may debit against this fund for the cost of the following items purchased

for promoting the Goodman brand:

Goodman-provided specification literature

Goodman product promotional materials available through the Literature

Fulfillment Center

Goodman-provided customized promotional support materials

◊ GoodCare℠ forms and materials

Goodman-provided repair parts manuals

◊ Product warranties for Goodman products

◊ Owner’s manuals for Goodman products

Goodman-provided technical books and installation & operating manuals not on

this list cannot be charged against the Distributor’s Printed Materials Fund.

• Distributors will have no right to sell, transfer, or receive cash from Goodman for its

Printed Materials Fund. If the relationship between Goodman and the Distributor

terminates for any reason, the Distributor will have no claim to any remaining

credit in the Printed Materials Fund.

If you have specific questions about your Printed Materials Fund balance, please contact

Judy Collins at 713-861-2500, x 5251. If you have general questions about this program,

contact Rex Anderson at 713-861-2500, x 5064.

contact InFormatIon

prInted

materIals

Fund

general inForMation

Rex Anderson

Director of Communications

713-861-2500, x5064

account Balance

& crediting Process

Judy Collins

713-861-2500, x 5251

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

PurPose

Seven out of 10 people “let their fingers do the walking” when selecting a new heating,

air conditioning or heat pump system. A smartly placed Yellow Pages ad containing a

list of a Distributor’s Goodman Dealers can help grow business, as well as strengthen

relationships with the Dealers. But today, there are so many options for Yellow Pages

advertising—some of them worthwhile, some of them not—that knowing which one

to advertise in can be difficult.

Through an arrangement with Connect FKM, a Yellow Pages advertising manage-

ment company, Goodman now offers its Distributors an “inside resource” for placing

the right advertising in the most-used Yellow Pages directories. By using their

services, Goodman Distributors can ensure that their placed Yellow Pages advertising

gives them the greatest opportunity possible to capture the attention of these

important consumers. Through this program, Distributors have access to both print

and electronic Yellow Pages options.

methods

Goodman provides Trademark and Trade name advertisement administration

through Connect FKM. Call Connect FKM if you have any questions about

the program.

ProCedure

• Distributor contacts Connect FKM to discuss Yellow Pages needs.

• Connect FKM then provides the Distributor with advertising options, prices, and

time-lines.

• Distributor chooses print and/or electronic directories in which to advertise.

• Distributor chooses under which classifications to advertise:

◊ Air Conditioning Contractors

◊ Furnaces — Heating

◊ Heat Pumps

◊ Heating Contractors

• All costs for Yellow Pages advertising placed through Connect FKM will be the

responsibility of the Distributor.

Payment

• Connect FKM will bill the Distributor or Dealer upon the “close” of the directory

in which they will advertise. Books are typically published and distributed three

months after closing.

• While the Distributor or Dealer must prepay the advertising cost, Connect FKM will

continue to monitor the quality of the ad as created by the publishing company

and will negotiate a refund for the Distributor or Dealer if any problems occur.

Yellow Pages

advertising

ContaCt InformatIon

ConneCt FKM

Cissy Arnold

Senior VP & General Manager

512.732.4803 − direct

512.261.6816 − main

carnold@fkmagency.com

exaMple oF GoodMan tradeMarK ad

exaMple oF GoodMan trade naMe ad

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

The Goodman website will have a new look in January! We are pleased to offer both

you and your customers as well as the general public a new website (www.goodmanmfg.com)

that will be easy to navigate and full of great information.

WebsIte features for Consumers

about Goodman

Consumers may find facts and history about the Goodman brand in this section. In

addition, consumers may find Consumer Affairs contact information and employment

opportunities.

ProduCts

Consumers may research current Goodman brand products in this section. Product

pages provide features, warranties, and product specifications.

Warranty

This section provides the consumer with information on our standard

warranties as well as our specialized component warranties

and extended service plans. In addition, consumers may register

new products for warranty. Individual warranty certificates are

available to print from the Products pages

fInanCInG

Financing is something many consumers may not inquire

about, but they should always be offered financial assistance in

an effort to close the deal. In this section, consumers find information

about available financing that Goodman offers.

HeatInG & CoolInG 101

This area explains how the different heating and air conditioning

systems work, offers answers to Frequently Asked Questions, and

provides a dictionary of unfamiliar acronyms and industry terms.

Yet another section allows consumers to locate a dealer within

their zip code area.

about Goodman dealer loCator

The Dealer Locator helps consumers select the best Dealer for their needs by identifying

Dealers and contact information within consumers’ zip code areas. Also, consumers

may access Dealer information and Dealer’s website if one is available.

features and benefIts of tHe dealer loCator

• Accurate communication with consumers

• Convenient access 24 hours a day, 7 days a week, 365 days a year

• Leads created using the Dealer Locator as advertisement

usInG tHe dealer loCator

• Dealers contact their Distributors to request a place in the Dealer Locator.

• Upon Distributor approval, Dealers are placed on the Dealer Locator by the

Distributor.

ContaCt InformatIon

Goodman

Website

Claudia Smith

Webmaster

5151 San Felipe, Suite 500

Houston, TX 77056

713-263-5226

claudia.smith@goodmanmfg.com

WebSite addreSS

www.goodmanmfg.com

ContaCt InformatIon

dealer loCator

Contact your designated

Distributor SuperUser

PartnerlInk ContaCt InformatIon

holly lobaS

301-769-3092

holly.lobas@goodmanmfg.com

www.goodmanmfg.com


partnerlInk

weBsIte

loggIng In to PartnerlInk

On the PartnerLink log-in page (Fig. 1), enter your user name

and password. If you have not been assigned a log-in name

and password, your Distributor must register you by sending

the following information via email to Kim Flores at

kim.flores@goodmanmfg.com:

• Distributor Name

• Employee Name

• Address

• Phone Number

www.goodmanmfg.com

• Fax Number

• Email Address

• Authorized By

Click Go to access PartnerLink‘s secure home page (Fig. 2).

Figure 2: PartnerLink Secure Home Page

quIck lInks

Figure 3 shows the number of Quick Links available for customizing

your PartnerLink site. All icons are hot links to your

Goodman programs.

2012 Goodman ® Distributor Manual

Figure 1: PartnerLink Log-in Page

secure home Page

Your home page may be customized with hot links to the

places you use most often. Click on Quick Links under the

Account tab to view the available icon options (see below).

Figure 3: Quick Links Page


2012 Goodman ® Distributor Manual

Figure 4: Account page

toolkIt

The ToolKit (Fig. 5) has three sections for Dealers (Product

Tools, Marketing Tools, and Service Tools) and several added

sections for Distributors, which include: Current News, Distributor

Manual, Literature Order Form, and information regarding

the Private Label Program.

The Toolkit helps Distributors and Dealers provide the best

customer service possible by giving them easy, timely access

to information and marketing tools.

FiguRe 6: aMana pRinCipal

servIce tools

This section (Fig. 7) offers Dealer training programs, long

lineset guidelines, and a technical support evaluation form.

partnerlInk

weBsIte

account

Under this tab (Fig. 4), you may edit Distributor and Dealer

location information as well as change your own profile and

change your Quick Links.

Figure 5: Toolkit

goodman PrIncIPal

This section (Fig. 6) offers Distributors access to current

news, archived news, the latest Distributor Manual, latest

Literature Order Form, and the new Price Pages.

PrIce Pages

This new section allows you to download product price

sheets in excel format.

Figure 7: Service Tools

www.goodmanmfg.com


partnerlInk

weBsIte

marketIng tools

www.goodmanmfg.com

Product tools

2012 Goodman ® Distributor Manual

Builder reBate

This link (Fig. 8) takes you to information regarding one of the best rebate programs in the industry. Single-family, manufactured

home, and multi-family builder rebates direct from Goodman make you even more competitive in the job arena. This

rebate program applies to more than just high-efficiency units. It provides an excellent selling advantage for builders and Dealers.

dealer advertIsIng medIa lIbrary

This section offers a variety of advertising media for your

use, including radio ads, TV ads, and a variety of print ads.

catalogs

These links allow you to download the current product

catalogs.

literature order ForM

This link allows you to download the order form for literature

and merchandise.

Image lIbrary

This section allows you to view and download print-ready

graphics of Goodman brand units and logos. Included in

the library are high- and low-resolution photographs of our

Figure 8: Marketing Tools

products and logos in color and black & white. These images

work for both PC and Mac formats. Some are compressed to

make downloading faster. If you have any problems, click on the Help link for information.

trade shoWs

This link takes you to our Tradeshow & Point-of-Sale Marketing Planner site.

Figure 9: Product Tools

InFoFInder

This program (Fig. 9) allows you to look up product-related

literature as well as service parts by product model number.

comPressor look-uP

This reference tool allows you to identify the correct replacement

compressor for a specific unit as well as identify

alternate compressors as replacements.

system match-uPs

This section offers lists of ARI-matched Goodman brand

split systems.

good Parts

This section allows you to look up specific parts.

substItute Parts look-uP

This section allows you to match other market parts with

Goodman brand products.


2012 Goodman ® Distributor Manual

Figure 10: Reporting

Warranty

This section (Fig. 11) offers easy access to both the standard

and extended warranty forms.

Figure 12: New Product Idea

partnerlInk

weBsIte

rePortIng

This section (Fig. 10) offers a variety of forms to help you

more easily conduct business with Goodman.

Figure 11: Warranty

neW Product Idea

We want to know about your new product ideas. Fill in our

form and click the Submit button to send us your ideas.

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

PurPose

To provide exceptional assistance to residential and commercial heating and cooling product customers

Consumer

aFFaIrs

PrImary FunctIons

• Respond to consumer letters, emails, and calls

• Resolve consumers’ service concerns

• Assist consumers with product specifications, model comparisons, and literature requests

• Assist consumers with questions concerning product usage, operation, and maintenance

• Provide product registration information

• Inform consumers where to buy and service products

• Develop, distribute, update, and train others in the use and application of departmental policies, instructional policies/

guidelines, and reference guides for the Consumer Affairs Department and the field

• Process labor claims

consumer aFFaIrs audIence

• Consumers (end users of Goodman brand products)

• A Distributor on behalf of a consumer or Dealer/Servicer

• Insurance companies

• Consumer advocate agencies

consumer aFFaIrs contact InFormatIon

• Consumer Affairs personnel in Houston, Texas, provide consumer assistance between 7:00 a.m. and 6:00 p.m. CST, Monday

through Friday via the following methods:

• Toll Free 877.254.4729

• Email: customerservice@goodmanmfg.com

Lynn Wright, Manager 713.263.5862

Consumer Affairs Representatives Phone Fax

Sheila Chaney shelia.chaney@goodmanmfg.com 713.263.5710 713.316.5575

Julicia Minor julicia.minor@goodmanmfg.com 713.263.5712 713.316.5583

Sasha Lopez sasha.lopez@goodmanmfg.com 713.263.5715 713.856.8084

Claudine Flanagan claudine.flanagan@goodmanmfg.com 713.263.5728 713.655.5810

Delores French delores.french@goodmanmfg.com 713.263.5967 713.316.5582

Rozilyn Williams rozilyn.williams@goodmanmfg.com 713.263.3571 713.602.3237

Jose Vela jose.vela@goodmanmfg.com 713-263.5749 713.586.8054

Jennifer Wilcox jennifer.wilcox@goodmanmfg.com 713.263.5717 713.655.5803

Ginna Ruiz ginna.ruiz@goodmanmfg.com 713.263.5964 713.655.5805

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

goodman bank Form

lIght commercIal quotatIon Form

neW dIstrIbutor locatIon Form

Warranty claIm Forms

logIstIcs Feedback Form

asaP PublIcatIons order Form

lIterature rack order Form

Forms

www.goodmanmfg.com

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

2011 goodman bank

Pre-aPProval Form

dIstrIbutor:

All bank usage must be pre-approved by your Regional Sales Director. Refer to the 2011 Goodman

Distributor Manual in the Mark-up Rebate Section for usage guidelines.

descrIPtIon oF claIm

hoW WIll thIs Increase Product sales?

Item Description Claim Amount

Total Bank Claim $

sIgnatures

Regional Sales Director:

Vice President of Sales:

Attach this signed pre-approval form with claim documentation and send to:

Goodman Manufacturing Company, L.P.

ATTN: Judy Collins

5151 San Felipe, Suite 500

Houston, TX 77056

Date

Date

goodman

Bank Form

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

lIght

CommerCIal

quotatIon Form

For use with CPC, CPH, and CPG packaged units, GSC and GSH split system units, and the AR Commercial air handler.

Distributor Name

Contractor Name

Address

City, State & Zip

Job Name

Quote Date *

Estimated Install Date

* Job Quote must be Attached

Required

Price

Distributor Representative

Distributor

Sell

Distributor

Rebate

Distributor

Cost

Distributor

GM%

1.12 0.000 1.000 10.7%

1.09 0.020 0.980 10.1%

1.06 0.040 0.960 9.4%

1.03 0.060 0.940 8.7%

1.00 0.080 0.920 8.0%

0.98 0.094 0.906 7.6%

0.96 0.110 0.890 7.3%

0.94 0.126 0.874 7.0%

0.92 0.140 0.860 6.5%

0.90 0.154 0.846 6.0%

Regional Sales Director Date

Pete Alexander Date

Kristina Carroll Date

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

Date

Distributor Name

Requested by

Opening Date

New Branch Location

Street Address

City, State, Zip

Market Analysis (commentary on the market opportunity for Goodman products associated with the added location)

Goodman Product Sales Forecast

2011 2012 2013 2014

Sales Transferred from current outlet(s)

2011 2012 2013 2014

Expected Fund Usage (What will the funds be used for?)

Distributor Representative

Goodman Sales Representative

Goodman Market Representative

new

dIstrIButor

loCatIon

Form

www.goodmanmfg.com


2012 Goodman ® Distributor Manual

Mail Goodman brand units to:

Goodman Manufacturing Company, L.P.

Warranty Administration

7401 Security Way

Houston, Texas 77040

IMPORTANT!!

1234567

warranty

ClaIm Form

Information required in Sections 1 through 9 must be filled in completely and accurately.

Incomplete claims cannot be processed and reimbursements will be delayed.

Check One: Product Warranty Extended Warranty Part Warranty Special Labor Allowance

1 Month Day Year 3 Service Contractor

Date Installed

Date of Service Address

2 Model Number

City/State/Zip

Serial Number Contractor Number

4 Customer Name

Outdoor Model Number

Address

Outdoor Serial Number

City/State/Zip

5 Distributor Name

Area Code/Phone #

Distributor Number 6 Project Code/Special Authorization #

7 Parts and Materials

** Component Cause Codes (See back of form for codes)

Component Code

Failed Part # Replacement # Description QTY

Compressor/Motor: Failed Serial # New Serial #

8 Reason for Failure 9 Service Performed

10 Extended Service Contract # Expiration Date

11 Parts Source 12 Special Labor Allowance

* Parts Purchase Invoice # Credit Check Amount

Credit Memo Unit Replacement Amount

PRF/Debit # Mileage/Cartage

Credit/

Replace

13 Factory Use Only I hereby certify the service shown has been performed and purchase date verified.

14 Service Technician Signature Date

15 Distributor / Branch Sig. Date

* Servicers must provide copy of Parts Invoice

Copy 1 / Part Reimbursement -- Send to Distributor / Vendor where parts were purchased 9RF000007 Rev 1)

www.goodmanmfg.com


warranty

ClaIm Form

Codes

CC

EC

CD

DR

VC

VE

VR

VS

RT

OR

AJ

BD

CM

CR

OC

OD

LK

RS

RV

SJ

SL

ST

TL

www.goodmanmfg.com

Component Cause Codes

2012 Goodman ® Distributor Manual

Sealed Systems Electrical Components Compressor/Motors

Condenser Coil

Evaporator Coil

Capillary / Distributor

Filter Dryer

Valve, Check

Valve, Expansion

Valve, Reversing

Valve, Service

Refrigerant Tubing

Other Refrig. Components

Adjust

Bent / Dented

Condensation / Moisture

Corrosion

Will not Open / Close

Odor

Leak or Broken

Restricted

Rub / Vibration Damage

Solder Joint Leak / Crack

Slab Leak

Stuck / Sticking

Tubing Leak

CN

EL

SL

IG

TH

MC

VG

VL

WH

AJ

BS

ET

LK

LL

OC

SF

ST

HX

BR

RC

CR

CS

LK

NO

SO

Controls

Elements / Heaters

Switches / Limits

Igniter

Thermostat

Misc. Electrical

Valve, Gas

Valves

Wire Harness

Adjust

Burnt / Shorted

Electrical Terminals

Leak

Lock-out / Lock-up

Will not Open / Close

Seal Failure

Stuck / Sticking

Gas Furnaces

Heat Exchanger

Burner / Pilot

Recoup Coil / Cover

Corrosion / Rust

Cracked

Leak

NOx Rods

Sooted

Component Code

► ►

2-characher component code

identified the component failure

that caused or originated the

repair.

Procedures for Completing Warranty Claim Form

1. Sections 1 thorough 9 must be filled out completely and accurately to prevent claim rejection and processing delays.

2. Warranty Type Check Boxes

a. Product Warranty: this refers to any item (part or Labor) covered under the terms of the standard product warranty as stated in the warranty certificate

shipped with the product. Labor only included on certain models.

b. Extended Warranty: if the product is covered by a Goodman extended service policy (Asure or GoodCare) check the box and enter the contract number

and expiration date in section 10.

c. Part Warranty: replacement parts purchased by the customer for product no longer covered by the standard product warranty are covered by a 1 year

replacement part warranty. Check this box if replacement part is within the 1 year part warranty. Must provide customer proof of purchase.

d. Special Labor Allowance: Check this box for any labor request that does not fall under the normal product warranty or extended service policy as described

above. Includes DOA, concessions and special programs offered via Service Bulletins. Subject to policies outlined in Distributor Service Policy book.

3. Section 2, Model & Serial Number: Additional space has been provided for a second Model & Serial number. If servicing an indoor coil or blower cabinet

please list the model & serial of the outdoor unit in the space provided. This is necessary as some coil warranties are dependent upon the outdoor unit match.

4. Section 6, Project Code/Special Authorization: If the repair is covered under a Project Code list the project number in the space provided. Special projects

and project codes are provided via service bulletins. In some cases a special authorization may be provided by the factory authorizing repairs outside of

standard warranty. If provided with a Special Authorization number it is important to list this authorization number in the space provided, the concession

number provides warranty administration with the necessary information to properly process the claim.

5. Section 6, Component/Cause Codes: Using the claim coding table on the back of this claim form select the Component & Cause Codes that best describes

the root cause of this repair. Enter the two – two character codes in the fields provided.

6. Section 7, Parts & Materials: The refrigerant drier must be replaced and the part number listed on all sealed system claims where the system is opened to

the atmosphere or refrigerant system parts are replaced. Failure to replace the filter drier will result in rejection of any applicable labor reimbursement.

7. Section 10, Extended Service Contract No & Expiration Date: If the product is covered by an Asure or Goodcare extended service policy, servicer must list

the contract number and expiration date in the fields provided.

8. Section 11, Parts Source, Parts Purchase Invoice Number, PRF/Debit Memo Number: List the parts source and invoice number from which the parts were

purchased. For customers who file part claims directly with the factory you are required to provide a copy of your parts invoice as proof of purchase (not

required for distributors). Distributors, to help in keeping your claim batches together we recommend you list the PRF or Debit Memo number in the

space provided.

9. Section 12, Special Labor Allowance: Distributor, if you are requesting a labor allowance or DOA enter the amount requested (per published DOA guidelines)

in the Check/Credit Amount field (requires distributor signature). If replacing a unit, enter the unit amount in the unit Replacement Amount field

and enter the replacement Model & Serial numbers in section 7. Amana unit credits will be issued at the distributors cost for the replacement unit. Some

products with full warranties provide for a cartage allowance, if applicable enter the cartage allowance in the space provided.

10. Section 13, Factory Use Only: Branch or regional service manager use this space to provide authorization and instructions for processing claims outside

of standard warranty policy.

◄ ◄

◄ ◄

Cause Code ► ►

2-character cause code

identified the failure mode of

the component.

CP

EM

CM

ID

OM

BS

ET

GS

LK

MV

NS

ST

VB

VL

FB

IN

MC

NM

SM

AJ

CR

LO

NS

CS

LK

ST

VB

Compressor

Evaporator Motor

Condenser Motor

Induced Draft Blower

Other Motors

Burnt / Shorted

Terminals

Green Slime

(K1 Scrolls only)

Leak

Motor leads / wire

Noise

Stuck / Sticking

(locked rotor)

Vibration

Valves

Non-Electrical

Fan / Blower

Insulation

Miscellaneous

Non-Metal Parts

Sheet Metal Parts

Adjust

Corrosion / Rust

Loose / Torn

Noise

Cracked

Leak

Stuck / Sticking

Vibration


2012 Goodman ® Distributor Manual

logIstIcs Feedback Form

Customer Load #

City State BOL #

Date Trailer # Loader #

logIstICs

FeedBaCk Form

equIPment/servIce Parts overage, shortage & damages (os&d)

Goodman will continue to make every effort to provide appropriate packaging for its products, choose reliable carriers for

shipment, and devote special attention to proper loading of equipment and service parts. However, when problems are

encountered, the Distributor is required to accept the delivery, unload the product, and follow these procedures:

overage

• In the event an equipment or service parts overage is identified at time of delivery, the Distributor must notate such overage

on the carrier’s Delivery Receipt and/or BOL.

• Distributors will be responsible for identifying an overage and returning the BOL and the “Trailer Load Summary Document

Customer Copy” via email or fax to Goodman within 48 hours after time of delivery.

• Model and serial number of the overage unit’s) should be notated and reported.

shortage

• In the event a shortage is identified at time of delivery, the Distributor must notate such shortage on the carrier’s Delivery

Receipt and/or BOL.

• For service parts only, the distributor must notate the number of cartons on each pallet. Note: Do not count pallets in lieu

of counting cartons. A pallet count will be seen as not following the process.

• Distributors will be responsible for identifying a shortage and returning the following information via email or fax to Goodman

within 48 hours after time of delivery. This should include:

◊ Signed copy of BOL with notation of shortage

Goodman Packing List (titled “Trailer Load Summary Document Customer Copy”)

◊ Serial number listing identifying specific unit(s) short or model & quantity detail for service parts.

◊ Please notate any delivery that appears to have been tampered with in transit. (i.e. shrink-wrap not intact).

◊ All loads that ship LTL are placed on pallets and shrink-wrapped for safe transit. If shrink-wrap is missing, please notate

that on the carrier’s Delivery Receipt and/or BOL and report that to Goodman. That will provide evidence that the shortage

occurred while in the carrier’s possession.

Over / Short feedback may be faxed to Goodman at 713.602.3209

or emailed to: logistics.feedback@goodmanmfg.com.

damage

In the event equipment or service parts damage is identified at time of delivery, the Distributor must report the damage

within 48 hours of receipt following the process detailed below.

• Photographs must be taken of the damage while product is still on the truck. All photographs must be emailed to logistics.

feedback@goodmanmfg.com or sent via US mail to Goodman Mfg., 7401 Security Way, Houston, TX 77040.

• Please do not fax photographs. These will not be accepted.

• Return the BOL and the “Trailer Load summary Document Customer Copy” via email or fax to (713) 602-3209.

• Notate the damage on the carrier’s Deliver Receipt and/or BOL Specific details (e.g., model #s & serial #s) must be provided.

• Failure to follow the above process will result in claim denial.

Feedback detailing any damaged product may be emailed to: logistics.feedback.@goodmanmfg.com

www.goodmanmfg.com


logIstICs

FeedBaCk Form

www.goodmanmfg.com

logIstIcs Feedback Form

Customer Load #

City State BOL #

Date Trailer # Loader #

Overage List

• Please list SKU, Pick# and Serial #.

Shortage List

• Please list SKU, Pick# and Serial #.

Seal Information

2012 Goodman ® Distributor Manual

• Please comment on the trailer seal. If the seal was intact and if the seal number matched the BOL?

Damage List

• Please list SKU, Pick# and Serial # for every damaged unit. Also photograph and describe the type of damage, such as

concealed, transit, forklift or unsecured load.


2012 Fayetteville publiCations

oRdeR FoRM

customer InFormatIon & total cost

Customer Number(s) Total (Sum of all Total Price(s)

Company Name B. Sales Tax***

Attention: C. Grand Total (A + B)

Address If applicable: Purchase Order Number

City, State, Zip

Phone/Fax

***The following states do not need to add sales tax: Alaska,

Delaware, Hawaii, Montana, New Hampshire, North Dakota,

Oregon, and South Dakota.

Duties and Brokerage fees not included in prices.

Prices in effect until 12/31/2012.

To receive your 2011 subscription, return this form with check enclosed to:

Publications Department–Subscriptions

Goodman Company LP

1810 Wilson Parkway

Fayetteville, TN 37334

Fax 931-438-2252

CD Software

• All necessary software is included on the CD. No additional third party licenses are necessary.

• Can be used on single PC or on networked PC’s. Required data protection is included.

• Prices quoted are for each subscription through December 31 of each year.

InfoFinder is an electronic literature library containing most printed material

available for HAC & PTAC, current and recently obsoleted products, since

2003. It includes Production Literature, Service Manuals, PDB’s, PMN’s,

Warranty’s, and Service Letters.

Heating & Cooling Products (includes PTAC)

?

Any questions or comments,

call 931-438-5483

ASAP (Amana Service Authorized Parts) is an electronic catalog to identify

Amana part numbers. It includes parts lists, description of products, and

images. The electronic catalog provides you with the Exact part numbers

called for by Amana, assuring proper repair under The terms of Amana’s

warranties.

Plan # Price Type of Plan Quantity Total Price

InfoFinder/ASAP Combination $100 All Parts, Service, Production Literature

Subscription includes updates for one calendar year.(Includes parts pricing.)

Paper (Includes binders; does not include pricing.)

Plan # Price Type of Plan Years of Literature Creation & Specific Information Quantity Total Price

Heating & Cooling Products

064 $120 Parts/Service 2003—current (Does not include PTAC)

*Renewal 020 $60 Parts/Service Updates (for year following Base plan purchase)

025 $60 Service 2003—current (Does not include PTAC)

*Renewal 026

PTAC Units Only

$30 Service Updates (for year following Base plan purchase)

028 $50 Parts/Service 2003—current

*Renewal 029 $15 Parts/Service Updates (for year following Base plan purchase)

RF000010

www.goodmanmfg.com


[ ] Model 312A

Floor Rack with 12

overlapping pockets

Goodman Brand Topper

❑ Amana Brand Topper

$ 80 .00 LOWER PRICE!

Goodman Brand Topper

❑ Amana Brand Topper

CREDIT CARD PAYMENT is to be

made directly to Siegel Display. No orders

will be shipped without prior payment arrangements.

Please put Credit Card info in fields

provided,sign and fax. Contact KaSondra

Butler at (800) 626-0322 or (612) 767-1016

for details and shipping information.

Card Member Signature

LITERATURE RACK ORDER FORM

We are pleased to offer these fine products for credit card purchase.

Contact KaSondra Butler at Siegel Display at 800-626-0322 ext 1016 for complete details.

$ 93 .75

[ ] Model 105A –Not Shown:

Five Rotators with 20 pockets

Goodman Brand Topper

❑ Amana Brand Topper

$ 109 .50

Goodman Brand Topper

❑ Amana Brand Topper

$ 75 .00

Not Shown: [ ] Model 512A

Wall or Floor Rack

with 12 pockets

Goodman Brand Topper

❑ Amana Brand Topper

NAME:

SHIP-TO ADDRESS:

Goodman Brand Topper

❑ Amana Brand Topper

$ 20 .00

$ 54 .00 LOWER PRICE!

CITY: ST: ZIP:

PHONE:

E-MAIL:

CREDIT CARD SELECTED ❑ AE ❑ MC ❑ VISA ❑ DIS

CARD #: CVV CODE:

EXPIRATION DATE:

Prices subject to change without notice.

(3 or 4 digit code on credit card)

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