customer InFormatIon & total cost - Goodman Manufacturing
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customer InFormatIon & total cost - Goodman Manufacturing
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DISTRIBUTOR<br />
MANUAL<br />
2012<br />
PROGRAM<br />
www.goodmanmfg.com<br />
Our continuingcommitment to quality products may mean a change in specifications without notice.<br />
© 2012 <strong>Goodman</strong> <strong>Manufacturing</strong> Company, L.P. · Houston, Texas
2012 <strong>Goodman</strong> ® Distributor Manual<br />
IntroductIon<br />
contacts<br />
dIstrIbutor Program<br />
Equipment Fulfillment Plan<br />
Mark-up Rebate Program<br />
Strategic Alliances<br />
Dealer Discount Pricing Program<br />
Light Commercial Quotation Program<br />
New Distributor Location Fund<br />
National Account Program<br />
Builder Rebate Program<br />
New Dealer Acquisition<br />
Private Label Program<br />
Factory Tours<br />
credIt PolIcy<br />
Credit & Dispute Resolution<br />
Credit Consignment Policy<br />
Warranty PolIcy<br />
Standard Product Warranty<br />
Special Labor Allowance Program<br />
Compressor Warranty Parts Disposition<br />
GoodCare® Extended Service Plan<br />
Parts PolIcy<br />
FreIght PolIcy<br />
advertIsIng and PromotIon<br />
Advertising<br />
Internet Sales & Marketing<br />
Website Enhancements<br />
Website Video Program<br />
Flat-Rate Price Book<br />
WrightSoft Contractor Tools<br />
Merchandising<br />
Printed Materials Fund<br />
Yellow Pages Program<br />
WebsItes<br />
<strong>Goodman</strong> Website<br />
PartnerLink<br />
consumer aFFaIrs<br />
Forms<br />
Contents<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
IntroductIon<br />
Welcome to the 2012 Distributor Manual for <strong>Goodman</strong>® brand products. This manual<br />
presents the policies and procedures applicable to Distributors of <strong>Goodman</strong> brand<br />
products. By purchasing <strong>Goodman</strong> brand products from <strong>Goodman</strong> <strong>Manufacturing</strong><br />
Company, L.P. or any of its affiliates (“<strong>Goodman</strong>”), you agree to be bound by the policies<br />
and procedures stated in this manual.<br />
The policies, procedures, and programs presented here are subject to modification<br />
or termination at any time by <strong>Goodman</strong> in its sole discretion. Such changes, modifications,<br />
or terminations may be transmitted by email, fax, mail, or on the <strong>Goodman</strong><br />
website and are effective when posted or transmitted.<br />
In order to be eligible for the rebates and other payments stated in this manual, your<br />
account must be current with <strong>Goodman</strong>.<br />
For Distributors having written agreements with <strong>Goodman</strong> Sales Company, in the<br />
event of a conflict between the provisions of this manual and your written agreement,<br />
the provisions of your written agreement will control.<br />
For Johnstone cooperative companies that are distributors of Johnstone Supply, Inc.<br />
(“Johnstone Supply”), in the event of a conflict between the provisions of this manual<br />
and your distributor agreements with Johnstone Supply, the provisions of this manual<br />
will control.<br />
IntroduCtIon<br />
contact <strong>InFormatIon</strong><br />
<strong>Goodman</strong> <strong>Manufacturing</strong> Company, L.P.<br />
5151 San Felipe, Suite 500<br />
Houston, TX 77056<br />
713-861-2500<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
<strong>Goodman</strong> Global, Inc.<br />
5151 San FelIpe, SuIte 500, HouSton, tX 77056<br />
713.861.2500<br />
corporate<br />
ContaCts<br />
Executive Fax – 713.861.2176<br />
David Swift President and Chief Executive Officer x5370<br />
Larry Blackburn Chief Financial Officer x5285<br />
SamBikman Senior Vice President of Operations & Logistics x5210<br />
Pete Alexander Senior Vice-President x5303<br />
Cynthia Smith Executive Assistant x5203<br />
National Accounts Fax – 713.331.3275<br />
Mike Bride Vice President of National Accounts, Commercial & Parts x5348<br />
Kirk Wickline Director of National Accounts - Johnstone Supply, ARS x5566<br />
Dick Rydzeski Director of National Accounts - Ferguson Enterprises, Interline Brands, HD Supply x5249<br />
Steve McAleese Director of National Accounts - Redmond Williams, United Cool Air, Wolseley Canada 615-347-9406<br />
Brian Spicer Director of National Builder Sales x5703<br />
Eric Drew Director of Commercial National Accounts 702-429-0986<br />
Wayne Hartman Director of Parts & Supplies x5840<br />
Mike Henson Director of Strategic Alliances 256-603--9611<br />
Beverly Childress Director of National Accounts 931-625-2118<br />
Mareo McCracken Manager of Independent Parts & Supplies 801-301-0307<br />
Jimmie Vasquez Manager of Strategic Alliances x5788<br />
Dawn Campbell Sales Coordinator for GSD & National Accounts x5899<br />
Marketing Fax – 713.331.3275<br />
Gary Clark Senior Vice President of Marketing x5439<br />
Rex Anderson Director of Communications x5064<br />
J. Kelly Hearnsberger Director of Product Marketing x5491<br />
Nathan Walker Director of Marketing & Business Development x5338<br />
David Mastrangelo Director of Dealer Marketing x5577<br />
Al Knight Director of Dealer Recruitment & Training 281.733.3260<br />
Kim Flores Director of Commercial Product Training 832.454.4743<br />
Jim Fisher Product Manager: Split Systems, ComfortNet x5570<br />
Brandon Franks Product Manager: Split Systems x5574<br />
Darren Sheehan Product Manager: Residential & Commercial Packaged Products x5244<br />
James Gilbert Product Manager: Packaged Products x5660<br />
Jeff Jasuta Product Manager: PTAC, Mini-Splits, Sourced Products x5053<br />
Mark Hagan Product Manager: Furnace & Indoor Air Quality x5540<br />
Thom Wigle Product Manager: Canada 905.564.9791<br />
Collin Roueche Manager, Strategic Marketing x5861<br />
Marie Rozacky Market Analyst x5264<br />
Manager of Programs & Promotions x5268<br />
Mary Alice Ethridge Manager of Events & Trade Shows x5217<br />
Holly Lobas Director of Training 301.769.3092<br />
Silvia Riff Manager of Graphics Support x5480<br />
Claudia Smith Technical Writer x5433<br />
Tracy Tobias Senior Graphics Designer x5266<br />
Myron Davis Graphic Services Designer x5567<br />
Monica Carreon Event & Trade Show Coordinator x5040<br />
Jennifer Levingston Events Administrator x5391<br />
Denise Baldwin Marketing Coordinator x5390<br />
<strong>Goodman</strong> Sales & Distribution Fax – 713.861.0772<br />
Jim Mishler President x5378<br />
Rich Pierce Vice President of Operations x5571<br />
Steve Saunders Division President for the Canadian Division 905.760.2737<br />
Don Sullivan Division President for the Central Division x5019<br />
Karl Pomeroy Division President for the West Division 951.898.6451<br />
Brad Snyder Division President for the East Division 813.246.9176<br />
Marc Johnson Division Vice President for the Central Division 281.480.5100<br />
Kevin Julian Division Vice President for the West Division 951.898.6451<br />
www.goodmanmfg.com
ContaCts<br />
www.goodmanmfg.com<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
<strong>Goodman</strong> Sales & Distribution (cont.) Fax – 713.861.0772<br />
John Summerlin Division Vice President for the East Division 904.355.4520<br />
Nhat Nguyen Director of Operations x5036<br />
Allan Peters Director of Operations x5068<br />
Leslie Foulds Manager of Operations x5095<br />
Karen Ristau DOT Coordinator x5076<br />
Grant Ragland Director of Systems and Pricing x5221<br />
Irina Jacobson Manager of Financial Analysis / Pricing x5816<br />
Troy Barber COD Systems Manager x5309<br />
Annette Shinsky Marketing Analyst x5299<br />
Janelle Walker Data Coordinator x5882<br />
Enzo Esposito National Accounts Coordinator x5015<br />
Howard Thompson National Accounts Coordinator x5056<br />
Jeff Franklin National Accounts Coordinator x5016<br />
Kay Onyeagu National Accounts Coordinator x5898<br />
Nelson Lemus National Accounts Coordinator x5490<br />
Tracey Zreineh COD Administrative Assistant x5489<br />
International Sales & Business Development Fax – 713.316.5570<br />
Tom Dendy Vice President International Business x5671<br />
Fernando De La O International Technical Service Specialist x5874<br />
Luis Rodriguez International TSM 305.594.1104<br />
Juan Jaramillo International Specialist x5694<br />
Yvette Seto CSR – International Sales x5652<br />
Rebate Fax – 713.861.3207<br />
Judy Collins Manager of Program Administration x5251<br />
Esther Irungu Rebate Analyst: x5828<br />
Amana Regional Pricing, PTAC,<br />
Strategic Alliances, National Accounts, New Dealer Incentive<br />
Rohana Hall Rebate Analyst: x5588<br />
Home Builder Program, Johnstone<br />
New Distributor Location Fund, APlus<br />
Marie Jones Mark-up Rebate and Outboards, Promotions, x5670<br />
Amana Regional Pricing Claims, Amana Coop<br />
Accounting Fax – 713.331.3275<br />
Mark Dolan Vice President, Corporate Controller & Treasurer x5207<br />
Billy Shipley Director of Financial Planning & Analysis x5497<br />
Mike Olszewski Consignment Accounting x5380<br />
Don Loverich Director of Financial Planning & Analysis x5434<br />
Shared Financial Services Fax 713.602.3277<br />
Wesley Fish Director of Shared Financial Services x5350<br />
Lan Nguyen A/R Manager x5250<br />
Debra Naquin Cash Disbursement & A/P Manager x5293<br />
Kathy Parks Bonded Credit x5247<br />
DeAnna Case National Account & PTAC Credit Manager x5839<br />
Brenda Tillman Distributor Credit x5707<br />
Engineering Fax – 713.861.5428<br />
Pete Alexander Senior Vice President of Engineering x5303<br />
Bill Shahin Director of Engineering X5920<br />
Bob By Director of Advanced Technology x5621<br />
Stan Cushen Director of Sustaining Engineering x5596<br />
Malcolm Southern Director of Product Integrity 931.438.2182<br />
Shanitinder Singh CAD Manager x5342<br />
Brandon Bates Laboratory Manager x5476<br />
Jennifer Lopez Admin. Asst. for Engineering x5619
2012 <strong>Goodman</strong> ® Distributor Manual<br />
ContaCts<br />
Operations Fax - 713-880-9339<br />
Sam Bikman Senior Vice President of Operations & Logistics x5210<br />
Vice President of Operational Excellence x5545<br />
Marshall Blackham Vice President of Quality x5615<br />
Mike Knights Vice President of Purchasing x5396<br />
Abby Lawrence Vice President of <strong>Manufacturing</strong> (Furnace Plant) x5863<br />
Dave Stanley Vice President of <strong>Manufacturing</strong> (Cooling Plant) x5849<br />
Bill Miller Vice President of <strong>Manufacturing</strong> (Fayetteville Plant) 931-438-2149<br />
Aaron Cupp General Manager of <strong>Manufacturing</strong> (Dayton Plant) 438-570-0941 x101<br />
Alex Barclay Director of Mechanical Systems x5622<br />
Mike Gray Director of Materials x5360<br />
Brenda Johnston Executive Assisstant to Sam Bikman x5272<br />
Information Technology<br />
Terry Smith Senior Vice President & Chief Information Officer x5419<br />
Ken Landry Director of IT Applications, HR & Finance Systems x5257<br />
Karen Stubblefield Director of Project Management & Operations x5897<br />
Renee Wang eBusiness Project Leader x5458<br />
Robert Spillman EDI Coordinator x5425<br />
Help Desk x5400<br />
Kimberly Fields IT Administrator x5389<br />
www.goodmanmfg.com
ContaCts<br />
www.goodmanmfg.com<br />
<strong>Goodman</strong> manuFacturInG company, l.p.<br />
7401 SecurIty Way, HouSton, tX 77040<br />
713.861.2500<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
loGIStIcS center<br />
Operations & Logistics Fax – 713.856.1890<br />
Sam Bikman Senior Vice President of Operations & Logistics x5205<br />
Scheduling & Planning Fax – 713.861.9268<br />
Caroline Attaway Director of Master Scheduling & Planning x5656<br />
Mary Johnson Production Planner: Fayetteville x5427<br />
Autumn Marble Production Planner: Dayton and Furnace x5735<br />
Joy Size Planning Coordinator x5349<br />
Quality Control<br />
Marshall Blackham Vice President of Quality x5772<br />
Mike Kubiak Factory Quality & ISO Coordination<br />
Logistics Fax – 713.856.1890<br />
John Green Vice President of Logistics x5609<br />
Mike Wright Operations Manager of Houston Parts Center x5871<br />
David Loveless Operations Manager of Houston Logistics Center x5685<br />
Inventory and Order Management<br />
Darren McConnell East Area Manager x5655<br />
Gina Carlisle Customer Service Representative x5692<br />
Hershelle Collins Customer Service Representative x5686<br />
Karen Gibbs Customer Service Representative x5632<br />
Sabrina Merrick Customer Service Representative x5645<br />
Beverly Ray Customer Service Representative x5765<br />
Donna Turner Customer Service Representative x5689<br />
Peter Chen West Area Manager x5454<br />
Torrie Babineaux Customer Service Representative x5684<br />
Debora Crozier Customer Service Representative x5636<br />
Sherri Gressett Customer Service Representative x5644<br />
Darren Jones Customer Service Representative x5865<br />
Shirlee Kay Customer Service Representative x5646<br />
Deloris Thornton Customer Service Representative x5651<br />
Juan Jaramillo Inventory Manager/Planner x5694<br />
Chirag Modi Inventory Planner x5769<br />
Kim Caples Inventory Planner x5678<br />
Trilok Shetti Inventory Planner x5741<br />
Ryan Johnson Inventory Planner x5627<br />
Jennifer Anders Parts Manager x5617<br />
Kesha Stubblefield Parts Team CSR 800-645-6586 or x5720<br />
Randy Wieczorek Parts Team CSR 800-645-6586 or x5756<br />
Cynthia Buchanan Parts Team CSR 800-645-6586 or x5752<br />
Shameika Godfrey Parts Team CSR 800-645-6586 or x5721<br />
Amey Sadekar Parts Planning Supervisor x5731<br />
Kristie Stefanik Service Parts Planner x5864<br />
Sudarshan Krishnan Service Parts Planner x5732<br />
Keith Johnston Service Parts Planner x5719<br />
James Taylor Service Parts Planner x5867<br />
Inventory Control Fax – 713.856.1801<br />
Dan Edmundson Manager of Inventory Control x5884<br />
Steve Chai Inventory Control Analyst x5878<br />
Pat Garnett Inventory Control Analyst x5709<br />
Vicki Shultz Inventory Control Analyst x5723<br />
Service Parts — Procurement Fax – 713.856.1824<br />
Wayne Hartman Director of Parts and Supplies x5840
2012 <strong>Goodman</strong> ® Distributor Manual<br />
ContaCts<br />
Transportation Fax – 713.856.1890<br />
Marc Marino Transportation Manager x5222<br />
Literature Fulfillment Group Fax – 713.856.1820<br />
Crystal Jackson Literature Coordinator x5855<br />
Ashlay Ferguson Customer Service Representative x5870<br />
PTAC, Warranty, Consumer Affairs<br />
Joe McAbee<br />
PTAC - Inside Sales<br />
Director of Logistics x5680<br />
Eric Munoz PTAC/RAC Business Development x5725<br />
Michael Tiger PTAC/RAC Business Development x5601<br />
Miles Bolinger PTAC/RAC Business Development x5783<br />
Zac Bennett PTAC/RAC Business Development x5774<br />
PTAC Customer Service - 800-227-2919 Fax – 713.856.1883<br />
Tonya Mays Manager of PTAC/RAC x5742<br />
Rachel Gaspard Customer Service Representative x5860<br />
Grisel McCray Customer Service Representative x5726<br />
Theresa Snyder Customer Service Representative x5869<br />
Janie Wilson ESH Repair/Replace program x5773<br />
Jameka Cleeborn ESH Repair/Replace program x5771<br />
Ruby Smith Customer Service Representative x5729<br />
Autumn Marble Customer Service Representative x5695<br />
Kristy Brumfield Customer Service Representative x5695<br />
Debra Bryant Customer Service Representative x5733<br />
Kristen Gray Customer Service Representative x5743<br />
Klent Simmonds Customer Service Representative x5755<br />
Diana Ree Customer Service Representative x5745<br />
Cade Bowling<br />
Warranty - 877-688-9191<br />
Customer Service Representative x5767<br />
Paula Hargrove Manager of Warranty Processing x5625<br />
Cheryl Lyles Standard Warranty Claims Analyst x5493<br />
Debbie Dang Warranty Product Registration Analyst x5043<br />
Debbie English Warranty Clerk x5768<br />
Reneka Williams Warranty Clerk x5682<br />
Yolanda Doria Warranty Clerk x5494<br />
Melissa McCune Warranty Clerk x5495<br />
Doris Howard Warranty Product Registration Analyst x5662<br />
Laura Khouanmuong Warranty Clerk x5314<br />
Felipe Bataz Standard Warranty Claims Analyst x5966<br />
Hema Purohit Extended Warranty Claims Analyst x5858<br />
Jenny Henry Warranty Product Registration Analyst x5334<br />
Julicia Minor Standard Warranty Claims Analyst x5718<br />
Maria Gonzalez Extended Warranty Claims Analyst x5492<br />
Sharet Herndon Standard Warranty Claims Analyst x5879<br />
Tori Brandum Special Projects Administrator - Warranty x5979<br />
Consumer Affairs Fax - 877-254-4729<br />
Lynn Wright Manager of Consumer Affairs/Warranty x5862<br />
Shelia Chaney Consumer Affairs Representative x5710<br />
Sasha Lopez Consumer Affairs Representative x5715<br />
Juan Sandoval Consumer Affairs Representative x5712<br />
Claudine Flanagan Consumer Affairs Representative x5728<br />
Delores French Consumer Affairs Representative x5967<br />
Jose Vela Consumer Affairs Representative x5749<br />
Amy Western Consumer Affairs Representative x5717<br />
Michelle Weatherly Consumer Affairs Representative x5964<br />
Todd Rabasa Consumer Affairs Representative x5968<br />
www.goodmanmfg.com
ContaCts<br />
www.goodmanmfg.com<br />
<strong>Goodman</strong> manufacturinG company, L.p.<br />
71810 WiLson parkWay, fayetteviLLe, tn 37334<br />
931.433.6101<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
fayetteviLLe center<br />
Logistics — Fayetteville 713-602-3236<br />
John Garrigan Director of Logistics for Fayetteville Logistics Center 931.438.2104<br />
Shipping — Fayetteville Fax – 931.438.5495 or 931.438.2275<br />
David Frazier Operations Manager 931.438.2101<br />
Lynn Pope Traffic Manager 931.438.2448<br />
Jerry Towry Supervisor, Traffic 931.438.2247<br />
Mike Ellis Supervisor, Operations 931.438.2254<br />
Dana Sartain Hac Shipping 931.438.2248<br />
Marie Brown Inventory Control Supervisor 931.438.2249<br />
Linda Edmiston Inbound Freight Scheduler 931.438.2270<br />
Charles Davis Shipping Clerk 931.438.2262<br />
Kristen Taylor PTAC Shipping 931.438.2257<br />
Carol Long Inventory Analyst 931.438.2526<br />
Scott Gilliam Supervisor, Operations 931.438.2271<br />
Phyllis Gentry Inventory Analyst 931-438-2112<br />
HTPV Toll-Free – 800.394.8084<br />
Direct Line Fax Line<br />
MaryAnn Nolen HTPV Support Center Representative 800-394-8084 713.602.3282<br />
Publications<br />
Carol Jean Technical Writer 931.438.2108<br />
Jennifer Davis Technical Writer<br />
PTAC Technical Services Toll-Free – 877.376.0214<br />
Jim Weir Product Specialist Fax Line – 713.316.5520<br />
Reece Field Product Specialist<br />
David Pitts Product Specialist<br />
Tina Sisk Service Account Specialist<br />
Karen Nave Service Account Specialist<br />
Mary Ann Nolen Service Account Specialist<br />
Technical Services - 800 Dealer Assistance Toll-Free – 888.593.9988<br />
Eric Scheffer Service Support Specialist Fax Line – 713.316.5541<br />
Chris Trussell Service Support Specialist<br />
Jeff Barnes Service Support Specialist<br />
Richard Badger Service Support Specialist<br />
Jeff Wilson Service Support Specialist<br />
James Richter Service Support Specialist<br />
Brian Wilkins Service Support Specialist<br />
Ricci Wright Service Support Specialist<br />
Technical Services - Level 2, Distributor Support Fax – 713.602.3246<br />
Stephen Perry Product Specialist 931.438.2224<br />
Ricky Winfree Product Specialist 931.438.2268<br />
Mike Huskey Product Specialist 931.438.2134<br />
Al Lush<br />
Technical Services<br />
Product Specialist 931.438.2240<br />
Direct Line Fax Line<br />
Rich Whittington Technical Services Manager 931.438.2223 931.438.2227<br />
Stan Roberts Technical Services Supervisor 931.438.2261 713.586.8070<br />
Clara Crowell Technical Services Coordinator 931.438.2483 931.438.2199<br />
Mark Stokes Technical Training Manager 281.594.1171<br />
John Hill Technical Trainer 281.850.3192<br />
Steve Freeman Service Parts Engineer 931.438.2260<br />
Harold Student Service Parts Engineer 931.438.2278 713.586.0013<br />
Steve Freeman Service Parts Engineer 931-438-2260 931.438.2273<br />
Harold Student Service Parts Engineer 931-438-2278 931.438.2273
2012 <strong>Goodman</strong> ® Distributor Manual<br />
PurPose<br />
The Equipment Fulfillment Plan is an integral part of <strong>Goodman</strong>’s distribution process.<br />
The plan is designed to integrate inventory requests with planned inventory levels<br />
and factory production rates.<br />
goals<br />
• Have the right equipment at the right place at the right time at the lowest <strong>cost</strong><br />
• Increase sales through proper inventory levels and rapid replenishment<br />
• Provide timely response and excellent <strong>customer</strong> service<br />
success drIvers<br />
Our success in achieving this will be driven by:<br />
• Equipment in stock (minimize lost sales)<br />
• Complete and on-time delivery<br />
• Inventory turns<br />
• Reduced product lead times<br />
• Predictability (fill rates)<br />
bonded Inventory<br />
For Distributors participating in <strong>Goodman</strong>’s consigned warehouse program (“Bonded<br />
Program”), <strong>Goodman</strong> brand inventory will be shipped to bonded warehouse agents at<br />
the bonded warehouse(s) operated for a Distributor. Title to bonded inventory remains<br />
with <strong>Goodman</strong> until it is released by the bonded warehouse agent. A Distributor may<br />
request that additional inventory be delivered to the bonded warehouse. <strong>Goodman</strong> will<br />
replenish the bonded inventory with available inventory at its discretion.<br />
A Distributor is responsible for reporting (via the bonded web system) the delivery of<br />
product into the bonded warehouse(s) by the next Sales & Inventory (S&I) submittal.<br />
Model numbers and serial numbers must be provided to the bonded department for<br />
any items not listed on the original shipment pick list. <strong>Goodman</strong> reserves the right to<br />
deem product as being received if a Distributor fails to report receipt of inventory into<br />
the bonded warehouse(s).<br />
Any purchase orders or other correspondence from Bonded Program Distributors<br />
purporting to purchase goods will not be honored. Instead, these communications<br />
will be treated as requests to replenish bonded inventory and will be shipped based<br />
on inventory, sales forecasts, recent sales, and historical sales.<br />
Consigned sales must be reported weekly, with final monthly <strong>total</strong>s reported no later<br />
than the 5th business day of the following month.<br />
The bonded web certificate must be confirmed and signed monthly by the Distributor<br />
and Distributor’s bonded agent and forwarded to <strong>Goodman</strong>’s bonded department.<br />
All consigned release payments must be accompanied by a check transmittal that is<br />
separate and distinct from the Distributor’s open account payments.<br />
Inventory PlannIng and <strong>customer</strong> servIce organIzatIon<br />
The Inventory Planning and Customer Service Department is dedicated to providing<br />
excellent <strong>customer</strong> service and improving sales growth and inventory performance.<br />
The goal of the department is to deliver the right product to the right place at the<br />
right time at the lowest <strong>cost</strong> for all <strong>Goodman</strong> brand equipment and service parts.<br />
This group is comprised of Area Managers, Inventory Planners, and Customer Service<br />
Representatives (CSRs).<br />
contact <strong>InFormatIon</strong><br />
equIpment<br />
FulFIllment<br />
plan<br />
Marshall BlackhaM<br />
Houston Logistics Center<br />
7401 Security Way<br />
Houston, TX 77040<br />
713-861-2500, ext. 5772<br />
www.goodmanmfg.com
equIpment<br />
FulFIllment<br />
plan<br />
www.goodmanmfg.com<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
area managers<br />
Area Managers are responsible for the <strong>customer</strong> service and inventory functions within a specific region of the country.<br />
Inventory Planners<br />
Inventory Planners are responsible for managing equipment and parts inventory levels and sales forecasts for a set of Distributors,<br />
assisting in production planning, and providing logistics analysis.<br />
csrs<br />
The CSR is a Distributor’s main point of contact for all <strong>customer</strong> service-related activities, including placing inventory requests,<br />
status of requests, availability inquiries, shipment inquiries, and problem resolution for parts and equipment. See Appendix D<br />
to this section for a detailed listing of department personnel.<br />
equIPment FulFIllment methodology<br />
Inventory FulFIllment — rIght Product, rIght Place, rIght tIme<br />
bonded <strong>customer</strong>s<br />
The process begins with a Distributor placing inventory requests.<br />
Customer Service releases product for shipment based on need (as defined by inventory compared to historical and recent<br />
sales along with production capacity). Inventory includes both bonded and owned inventory at a Distributor’s locations,<br />
bonded inventory at floor-plan locations, and any bonded inventory at Associate Distributors’ locations.<br />
oPen account <strong>customer</strong>s<br />
• The process begins with a Distributor placing orders.<br />
• Orders will normally have a 10 business-day lead-time (14 calendar days). Typically, products will be delivered within 10<br />
business days from when orders are placed.<br />
• Invoicing will be based on the effective price at the time of shipment.<br />
shIPment cancellatIon — bonded and oPen account <strong>customer</strong>s<br />
If a Distributor cancels a shipment that has been staged for loading or already loaded for shipment, that Distributor will be<br />
charged a restocking fee of 20% of the shipment value (at list price).<br />
carrIer choIce — bonded and oPen account <strong>customer</strong>s<br />
All requests to ship <strong>Goodman</strong> brand product via third-party non-<strong>Goodman</strong> contracted carriers must be arranged by requestor<br />
at their expense.<br />
exPedIted shIPments<br />
bonded <strong>customer</strong>s<br />
At times, our bonded <strong>customer</strong>s will request inventory in larger quantities than we would normally ship, based on inventory<br />
and sales data. In these cases, <strong>Goodman</strong> will only ship the equipment if it does not interfere with existing needs of other<br />
Distributors. If this condition is met, we will expedite the shipment using the Distributor’s Open Account. Otherwise, <strong>Goodman</strong><br />
will not process the request.<br />
oPen account <strong>customer</strong>s<br />
At times, an open account <strong>customer</strong> cannot wait 10 business days for equipment. In these cases, <strong>Goodman</strong> will only ship the<br />
equipment if it will not interfere with existing needs of other Distributors. If this condition is met, <strong>Goodman</strong> will release the<br />
equipment for early shipment. However, normal shipping rules will apply. The Distributor will be responsible if expedited<br />
freight is needed. Otherwise, <strong>Goodman</strong> will not expedite the shipment.<br />
shIPPIng — bonded and oPen account <strong>customer</strong>s<br />
It is our goal to ship the required products to meet targeted inventory levels. Sometimes it may be necessary to ship product<br />
in advance of the requested dates to minimize transportation <strong>cost</strong>s. In such cases, Distributors must accept and receive these<br />
shipments.<br />
In cases of product transition, <strong>Goodman</strong> will ship older model product until depletion before beginning to ship newer style/<br />
model product.
2012 <strong>Goodman</strong> ® Distributor Manual<br />
equIpment<br />
FulFIllment<br />
plan<br />
Per the Freight Policy (see the Freight Policy section), <strong>Goodman</strong> will only pay the freight for full truckload shipments, shipped<br />
in a dry van using the carrier of <strong>Goodman</strong>’s choice. If a full truckload cannot be created, <strong>Goodman</strong> will attempt to create a<br />
multi-stop load. For equipment shipments to stocking locations a minimum order of $40,000 (~⅓ of a truckload) must be<br />
placed to qualify for freight pre-paid. Changes or additions to an order will be accepted only within 24 hours from the time the<br />
order is received. For orders less than $40,000, the load will be consolidated on another truck going to the same general area<br />
and the Distributor will be charged the <strong>cost</strong> of the stop and for any out-of-route miles. To qualify for multi-stop, each stop must<br />
account for at least 10% of a truck’s space. <strong>Goodman</strong> will not ship the product if a single stop or multi-stop truckload cannot<br />
be created unless directed by the Distributor at Distributor’s expense. <strong>Goodman</strong> can send the inventory request report weekly<br />
(see Reports below). It is the Distributor’s responsibility to request Less-than Truckload (LTL) shipments if needed (at Distributor’s<br />
expense) for any open items or for quantities that amount to less than 10% of a truck. In addition, product shipped via<br />
LTL carrier at the <strong>customer</strong>’s request will be charged a $50 handling fee per order.<br />
Inventory rebalancIng — bonded <strong>customer</strong>s<br />
Inventory requests are typically placed and fulfilled at the location level. An inventory imbalance occurs when product is<br />
needed at the location level but the Distributor’s inventory within a region meets the targeted inventory levels. A region, in<br />
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<br />
the amount of inventory, based on historical and recent sales, that will result in the inventory turns goal being met. If there is<br />
an imbalance, it is the Distributor’s responsibility to rebalance inventory amongst Distributor’s locations. <strong>Goodman</strong> will not<br />
continue to ship additional inventory into a Distributor’s region if there is an inventory imbalance.<br />
Pack quantItIes — bonded and oPen account <strong>customer</strong>s<br />
Shipping units in their original pack quantity reduces damage incurred during transit and improves labor efficiency for all parties<br />
by reducing the time to load/unload a trailer. The following item classes are shipped in pack quantities only:<br />
• Condensing Units<br />
• Heat Pumps<br />
• Air Handlers<br />
• Furnaces<br />
• Ceiling Access Panels/Wall Access Doors<br />
• Parts and Accessories<br />
The only exception to this is when <strong>Goodman</strong> has been requested to ship the product directly to a job site. For job-site shipments,<br />
we will break packs when necessary. For shipments to a Distributor’s warehouse, co-distributor, or floor-plan location,<br />
all shipments will be in pack quantity. For equipment shipments to stocking locations, a special request to break a factory pack<br />
will result in a $25 per line item charge being applied to the invoice.<br />
If an inventory request is made with SKUs and quantities having broken packs, the SKUs will be notated in the inventory<br />
request report. As Distributors typically have different requirements, our policy is to alert the Distributor regarding the pack<br />
quantity issues and only ship the portion of the order that can be shipped in pack quantity. The order will be “rounded down”<br />
to the nearest pack quantity for the purpose of shipping. The remaining quantities will not be shipped until the Distributor<br />
adjusts the order with the CSR.<br />
dIrect shIPments — bonded and oPen account <strong>customer</strong>s<br />
<strong>Goodman</strong> will pay freight for direct shipments to a Distributor’s <strong>customer</strong> or job site if the order is valued greater than<br />
$40,000. Freight for orders less than this amount will be charged to the Distributor.<br />
revIeWs — bonded dIstrIbutors<br />
quarterly revIeW<br />
In order to meet <strong>Goodman</strong>’s requirements for inventory turns, there will be quarterly inventory turn reviews. To calculate<br />
inventory turns, this review will take into account the average inventory ($) per month over a rolling 12 months and the sales<br />
($) over a rolling 12 months. This calculation is based on the bonded reporting done by each bonded Distributor, as audited<br />
by <strong>Goodman</strong>.<br />
Each quarter has an inventory turn target set by <strong>Goodman</strong>. The targets for 2012 are shown in the table below. Distributors<br />
failing to meet the targeted goal at the end of the quarter will have a bonded release created. The release will account for the<br />
delta between sales and required sales for the minimum turns goal (up to the dollar value of bonded inventory). Appendix C<br />
shows an example of the calculation that will be done every quarter to determine the pay out. The table below describes the<br />
break-out by quarter with an example for the goal.<br />
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EquipmEnt<br />
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Table 1: Quarterly Review Process with Inventory Turns Goal<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
Jan Feb Mar April May June July Aug Sept Oct Nov Dec<br />
Quarter/Measurement Period I I I II II II III III III IV IV IV<br />
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<br />
RepoRts — Bonded distRiButoRs<br />
In an effort to ensure that Distributors have the information needed to make proper inventory requests, <strong>Goodman</strong> will send<br />
reports detailing inventory turns, open inventory requests, and inventory request analysis.<br />
inventoRy tuRns RepoRt<br />
This report (available upon request) details inventory turns by item class and brand. It also details the payout (if any) if the<br />
quarterly payout were ending that month.<br />
inventoRy Request RepoRt<br />
This report will be sent upon request detailing all open inventory requests with the ship status and those items not in pack quantity.<br />
inventoRy Request AnAlysis<br />
This report will be sent upon request advising the Distributor of the items that need to be requested or that need to be<br />
requested in a larger quantity based on current inventory and sales. This is meant as guidance only and is provided to aid the<br />
Distributor with inventory requests.<br />
sAles And inventoRy RepoRts<br />
Preparing and submitting daily Distributor S&I Reports are mandatory requirements of the 2012 <strong>Goodman</strong> Equipment Purchase<br />
Plan for bonded/consigned <strong>customer</strong>s. This information is critical for managing Distributor inventory levels and for<br />
production planning. All equipment inventories (including owned items outside the bonded warehouse inventory) must be<br />
reported on the daily S&I report. Also, any bonded inventory on a Dealer Floor Plan should be included. S&I must be submitted<br />
accurately; this means the SKUs must match what is in the physical location and quantities must match actual information.<br />
S&I reports are due every business day for the preceding business day. If the report has not been submitted on a timely basis,<br />
shipments may be suspended until the S&I report is current.<br />
As timely and accurate S&I data improves the information and service levels for Distributors and <strong>Goodman</strong>, all Distributors are<br />
required to submit daily S&I. This allows <strong>Goodman</strong> to see daily sales and react accordingly to sales trends. Daily S&I submittal<br />
shortens the lead-time between product being sold at the Distributor site and product being replenished from the factory<br />
warehouse. As submitting daily S&I can potentially require changes to the current systemic data flow, <strong>Goodman</strong> will provide<br />
resources and guidance to assist in meeting this requirement. Contact your Logistics Area Manager if you need assistance.<br />
See Appendix D for contact information.<br />
Distributors may upload the required S&I information in the following way:<br />
1. Upload a *.txt, *.xls or *.zip file via <strong>Goodman</strong>’s website<br />
(www.goodmanmfg.com). You may upload files<br />
in the following formats:<br />
a. Text file with fields separated by an asterisk (*)<br />
and a .txt extension<br />
b. Zipped text file with fields separated by an asterisk<br />
(*) and a .txt.zip extension<br />
c. Excel spreadsheet with an .xls extension<br />
d. Zipped Excel spreadsheet with an .xls.zip extension<br />
2. FTP text files with fields separated by an asterisk (*)<br />
3. Type the information using the <strong>Goodman</strong> website<br />
(www.goodmanmfg.com).<br />
Figure 1: Navigate through this screen to upload your weekly S&I report.
2012 <strong>Goodman</strong> ® Distributor Manual<br />
Once the S&I information is submitted, the data will<br />
be analyzed by <strong>Goodman</strong>. Sales trends will be used for<br />
production planning. The Inventory Planner or Area<br />
Manager is the point of contact for any S&I-related<br />
questions.<br />
Model<br />
Begin<br />
Inventory<br />
Receipts<br />
Sales<br />
Trans In<br />
Table 2: S&1 Data<br />
Trans Out<br />
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Figure 2: Navigate through this screen to enter your weekly S&I report.<br />
End<br />
Inventory<br />
Committed<br />
Urgent<br />
Need<br />
Available<br />
Excess<br />
HKR-03 50 18 10 0 0 58 0 0 0 0 0<br />
HKR-05 75 36 25 0 0 86 0 0 0 0 0<br />
HKR-05C 60 24 18 0 0 66 0 0 0 0 0<br />
HKR-06 80 12 25 0 0 67 0 0 0 0 0<br />
HKR-08 150 72 80 0 0 142 0 0 0 0 0<br />
HKR-08C 270 90 40 0 0 320 0 0 0 0 0<br />
HKR-10 300 42 20 0 0 322 0 0 0 0 0<br />
HKR-10C 110 0 25 0 0 85 0 0 0 0 0<br />
• Begin Inventory: Inventory at beginning of date period<br />
• Receipt: Quantity received during the time period<br />
• Sales: Quantity sold during time period<br />
• Trans In: Quantity received as a transfer during time period<br />
• Trans Out: Quantity shipped as a transfer during time period<br />
• End Inventory: The final inventory at the end of the time<br />
period<br />
• Committed: Inventory a Distributor is holding for a <strong>customer</strong>;<br />
normally, this should be inventory that will be<br />
sold in the current month<br />
• Urgent Need: Quantity needed for the next week but not<br />
on hand<br />
Description of Data fielDs<br />
Adjust.<br />
Damaged<br />
• Available Excess: Quantity a Distributor will not need in<br />
the next two months<br />
• Adjustments: Any inventory shortages or overages from<br />
the last period<br />
• Damaged: Quantity of the ending inventory that is not<br />
sellable due to damage<br />
• Ending inventory =<br />
beginning inventory<br />
+ receipts into inventory<br />
– sales from inventory<br />
+ transfers in<br />
– transfers out<br />
+ adjustments<br />
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www.goodmanmfg.com<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
oPen account dIstrIbutors — oPen orders rePort<br />
This report will be sent weekly (or as requested) detailing all open inventory requests with the ship status and a notation for<br />
any items not in pack quantity.<br />
daIly sales rePorts – oPen account <strong>customer</strong>s<br />
<strong>Goodman</strong> requires that all open account distributors provide a daily report of <strong>Goodman</strong> products sold. Providing daily pointof-sale<br />
data is the standard in many industries and is essential for production planning. <strong>Goodman</strong> can receive this information<br />
in a variety of formats, including all of those mentioned above, and will provide assistance during the implementation of this<br />
report if needed. At a minimum, the report should include the item number, date, quantity sold, and remaining inventory.<br />
The purpose of this request is to understand the sales pattern of each SKU in order to quickly identify trends and make adjustments<br />
to provide better service levels. <strong>Goodman</strong> is not interested in receiving any dealer-specific information.<br />
electronIc data Interchange<br />
Electronic Data Interchange (EDI) is the computer-to-computer exchange of business information using a public standard.<br />
EDI was first used in the transportation industry more than 20 years ago. It is a central part of Electronic Commerce (eCommerce),<br />
because it enables businesses to exchange business information electronically much faster, more cheaply, and more<br />
accurately than is possible using paper-based systems.<br />
In EDI, the electronic equivalents of common business documents such as Advanced Shipping Notices, Requests for Quotes,<br />
Purchase Orders, and Invoices are transmitted electronically between the computers of Trading Partners. These electronic<br />
documents are given standardized electronic formats and numbers (referred to as ANSI X12 standards), so everyone involved<br />
can correctly interpret the information that is sent to them.<br />
Value-Added Networks (VANs), companies similar to long-distance phone companies, provide telecommunication connectivity<br />
between Trading Partners. Translation software is used by each Trading Partner to translate the business data from common<br />
ASCII or other formats to ANSI X12 format, and vice versa.<br />
<strong>Goodman</strong> will continue to expand its use of EDI. <strong>Goodman</strong> currently uses EDI for inventory requests, advanced shipping<br />
notices, invoices, order confirmations, and manifests. The benefits of EDI inventory requests over faxing or emailing include:<br />
• Orders entered into MAPICS (<strong>Goodman</strong>’s system) in a matter of seconds as opposed to up to 24 hours<br />
• Less reliance on human interpretation of data. EDI virtually eliminates keystroke errors caused by misreading emails and<br />
handwritten faxes.<br />
Please contact your Area Manager for assistance in implementing EDI.<br />
Inventory transFers<br />
Please see Appendix A for the detailed procedures on transfers.<br />
returns<br />
Please see the Freight Policy section and Appendix B for the complete <strong>Goodman</strong> Return Material Authorization Policy.<br />
account adjustment authorIzatIons<br />
Please see Appendix C for the detailed procedures on adjustments.
2012 <strong>Goodman</strong> ® Distributor Manual<br />
Inventory transfer PolIcy<br />
EquipmEnt<br />
FulFillmEnt plan—<br />
appEndix a<br />
condItIons<br />
Inventory transfers between Distributors are used to help alleviate inventory shortfalls and balance excess inventories.<br />
Although transfers will always be necessary, our intention is to deploy correctly the first time.<br />
freIght charges<br />
<strong>Goodman</strong> will pay the freight for transfers only if the following conditions apply:<br />
• For bonded Distributors, there must be a shortage within multiple Distributor locations. For open account Distributors, the<br />
product must be at the 10 business-day due date.<br />
• The product must not be available at any <strong>Goodman</strong> warehouse.<br />
• The product must not be in the production schedule within the next five business days.<br />
Process<br />
• The CSR verifies when the product will be needed.<br />
• The CSR will explore the closest geographical region where the required product is located. Once the needed product<br />
has been located from field inventory, the CSR will initiate the Inventory Transfer Form. The CSR will also determine if any<br />
additional product could be transferred to the same location, based on the receiving location’s inventory needs.<br />
• The CSR will validate all shipping information from both shipping and receiving locations. Product older than 12 months<br />
should never be transferred unless authorized by the receiving Distributor.<br />
• The CSR will fax the Transfer Authorization Form to both the sender and the receiver.<br />
• The CSR will contact and provide the Transportation Dept. with the appropriate information. The CSR will confirm the transfer<br />
authorization with the shipping location. Our Traffic Dept. experiences many delays because a Distributor or branch<br />
does not communicate transfers to the appropriate parties when contacted for pick-up.<br />
• The shipper is required to have the freight ready for pick-up prior to the designated carrier’s arrival, including proper documentation<br />
of the product to be shipped.<br />
• If a transfer is canceled or modified, all parties must be notified (sender, receiver, transportation, transfer administrator,<br />
etc.) by the party requesting cancellation.<br />
• The shipper will ensure all paperwork, including model and serial numbers, Bill of Lading (BOL), and copy of Transfer<br />
Authorization Request, is sent to the Transfer Administrator within seven (7) days of shipment.<br />
• The receiver will ensure all paperwork, including model and serial numbers, BOL, and copy of Transfer Authorization<br />
Request, is sent to the Transfer Administrator upon verification of receipt within seven (7) days of shipment.<br />
• Discrepancies involving product and/or serial numbers must be communicated to the Transfer Administrator upon receipt<br />
of inventory transfer.<br />
• Do not ship damaged products. The shipping distributor will verify that product to be transferred is not damaged and in<br />
factory condition.<br />
• The shipping distributor will provide photos and documentation verifying condition of product prior to shipment. Failure<br />
to provide such documents may result in shipping distributor being charged back for damaged equipment shipped, and<br />
all applicable freight or handling charges. (Model and serial numbers must be documented prior to shipment of product).<br />
• If product arrives damaged, the receiving Distributor must document and photograph the damage prior to unloading. The<br />
damage must be notated on the carrier’s Delivery Receipt and/or BOL. Failure to do so will result in claim denial. Specific<br />
detail, such as the model and serial number, must be included. The receiving Distributor must file a freight damage claim<br />
with the freight carrier. Do not refuse product. Refused product will be sent back to the receiving Distributor at the Distributor’s<br />
expense. Any <strong>cost</strong> associated with refused product will be at the Distributor’s expense (see Freight Policy).<br />
Shipment of damaged product will result in the refusal of credit to the shipper for the full value of product shipped. The<br />
shipper will also be charged for the freight expense of the transfer.<br />
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2012 <strong>Goodman</strong> ® Distributor Manual<br />
EquipmEnt<br />
FulFillmEnt plan—<br />
appEndix B<br />
return MaterIal authorIzatIon PolIcy<br />
Any product return request must be submitted to the Distributor’s CSR, who will submit it for approval. Product to be returned<br />
must be the current model, in original cartons and/or packaging, and have prior written authorization. No credit will be given<br />
for damaged or obsolete product, or for product returned without authorization. Obsolete product is defined as any SKU that<br />
is not the current model. <strong>Goodman</strong> will refuse any returned shipment without the proper approved authorization. Failure to<br />
adhere to the following procedure may result in additional charges and delays.<br />
return authorIzatIon Procedure<br />
• Request a Return Material Authorization (RMA) from your CSR.<br />
• Customer must provide model and serial number of specific items requesting to be returned via RMA.<br />
• In the event that you have received a shipment in error (over-shipment, duplicate shipment, short-shipment, damage,<br />
etc.), you must notify Logistics Feedback (logistics.feedback@goodmanmfg.com) or your CSR within 24 hours of shipment<br />
receipt to process the return.<br />
• RMA requests for incorrect shipments or over-shipments must be requested within two (2) business days after receipt of<br />
product.<br />
An RMA request for reasons other than listed above (such as “<strong>customer</strong> canceled order”) may be approved with a product<br />
review, <strong>customer</strong> history/item sales, and appropriate re-stocking fee. Re-stocking fees are normally 20% of the <strong>cost</strong> of the<br />
product value, plus any freight expenses. This must be requested within two (2) business days after receipt; otherwise, it will<br />
be denied with no credit being issued.<br />
An RMA request for equipment and/or parts shipped direct to a <strong>customer</strong> or job site will be denied. Any damaged receipts will<br />
be returned to the Distributor. Credit will not be issued for damaged product received via RMA.<br />
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<br />
boxes). Returns not properly marked, as well as any products and/or quantities not matching the original RMA, will be refused<br />
and returned to the <strong>customer</strong> (sender) at his expense.<br />
ALL RMA requests expire 30 days after issuance; therefore, all returned products must be received at the correct facility (HLC,<br />
Fayetteville, etc.) within the 30-day period. Product delivered after 30 days will be refused and credit will not be issued.<br />
Important: You must enclose the RMA form with your return; otherwise, credit will not be issued.<br />
shIPPIng requIreMents<br />
• Customer is responsible for shipping charges on all returned items, with the exception of defective equipment, incorrect<br />
shipments, or other approved returns.<br />
• Customer shall use the original or equivalent packaging and ensure the product is loaded and shipped properly. In some<br />
cases additional packaging may be required to prevent shipping damage.<br />
unauthorIzed returns<br />
Any returns that do not meet the above-mentioned requirements will be classified as an unauthorized return and credit will<br />
not be issued. These requirements include any damaged product that was not previously approved. <strong>Goodman</strong> will not be<br />
liable for any loss or damage to unauthorized returns. The Distributor will be charged all related transportation and restocking<br />
<strong>cost</strong> for any shipments refused by a Distributor’s <strong>customer</strong> (i.e. direct shipment).<br />
docuMentatIon<br />
If a Distributor/<strong>customer</strong> requests resolution for shipping discrepancies, damages, unloading or detention fees, RMA’s or pricing,<br />
the above-mentioned procedures must be followed. The claims process will begin with a Distributor/<strong>customer</strong> contacting<br />
the Operations Department via fax or e-mail (713-602-3209 or logistics.feedback@goodmanmfg.com), or their CSR to request<br />
an Account Adjustment Authorization (AAA) be initiated. All supporting documentation must be provided in order to begin<br />
the AAA process. Failure to do so will result in denial of claim.<br />
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Distributor XYZ<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
Total<br />
Month End<br />
1 2 3 4 5 6 7 8 9 10 11 12 Inventory<br />
Class Type<br />
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<br />
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<br />
Air Handlers<br />
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<br />
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<br />
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<br />
Coils<br />
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<br />
quarterly Payout calculatIon<br />
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<br />
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<br />
Condensers<br />
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<br />
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<br />
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<br />
Furnaces<br />
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<br />
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<br />
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<br />
Heat Pumps<br />
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<br />
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<br />
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<br />
Package Cool<br />
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<br />
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<br />
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<br />
Package Gas<br />
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<br />
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<br />
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<br />
Package Heat<br />
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<br />
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<br />
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<br />
EquipmEnt<br />
FulFillmEnt plan—<br />
appEndix C<br />
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<br />
Total<br />
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<br />
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<br />
8.26 8.08 7.60 7.42 7.41 7.69 7.75 7.71 7.65 7.71 7.64 7.84<br />
8.26 7.95 6.61 6.71 7.58 8.78 8.03 7.90 7.31 7.98 7.32 9.71<br />
Cumulative Monthly<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
contacts<br />
EquipmEnt<br />
FulFillmEnt plan—<br />
appEndix d<br />
Forecasting & Production Planning Fax – 713.861.9268<br />
Caroline Attaway Director — Forecasting & Master Scheduling x5656<br />
Mary Johnson Production Planner- Fayetteville x5427<br />
Autumn Marble Production Planner- Dayton and Furnace x5735<br />
Joy Size Planning Coordinator x5349<br />
Inventory and Order Management<br />
Marshall Blackham Director — Inventory Planning and Order Services x5772<br />
Darren McConnell East Area Manager x5655<br />
Gina Carlisle Customer Service Representative x5692<br />
Hershelle Collins Customer Service Representative x5686<br />
Karen Gibbs Customer Service Representative x5632<br />
Sabrina Merrick Customer Service Representative x5645<br />
Beverly Ray Customer Service Representative x5765<br />
Donna Turner Customer Service Representative x5689<br />
Peter Chen West Area Manager x5454<br />
Torrie Babineaux Customer Service Representative x5684<br />
Debora Crozier Customer Service Representative x5636<br />
Sherri Gressett Customer Service Representative x5644<br />
Darren Jones Customer Service Representative x5865<br />
Shirlee Kay Customer Service Representative x5646<br />
Deloris Thornton Customer Service Representative x5651<br />
Juan Jaramillo Inventory Manager/Planner x5694<br />
Chirag Modi Inventory Planner x5769<br />
Kim Caples Inventory Planner x5678<br />
Trilok Shetti Inventory Planner x5741<br />
Ryan Johnson Inventory Planner x5627<br />
Jennifer Anders Parts Manager x5617<br />
Kesha Stubblefield Parts Team CSR 800-645-6586 or x5720<br />
Randy Wieczorek Parts Team CSR 800-645-6586 or x5756<br />
Cynthia Buchanan Parts Team CSR 800-645-6586 or x5752<br />
Shameika Godfrey Parts Team CSR 800-645-6586 or x5721<br />
Amey Sadekar Parts Planning Supervisor x5731<br />
Kristie Stefanik Service Parts Planner x5864<br />
Sudarshan Krishnan Service Parts Planner x5732<br />
Keith Johnston Service Parts Planner x5719<br />
James Taylor Service Parts Planner x5867<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
PurPose*<br />
The Mark-up Rebate Program’s goal is to increase the Distributor’s market share by<br />
keeping <strong>cost</strong>s low while keeping margins high. Each Distributor participates at the<br />
program level mutually agreed upon by the Distributor and <strong>Goodman</strong>.<br />
Depending on your program level, you are allowed to mark up your selling price to a<br />
given level and receive the maximum rebate from the factory. If you sell higher than<br />
your allowable mark-up, you will not receive the maximum rebate and, in certain<br />
circumstances, may forfeit the rebate altogether. The mark-up rebate is calculated<br />
monthly and is paid based on your year-to-date results; thus if you sell above the program<br />
in one month, you may still recoup your lost rebate in future months by selling<br />
below the allowable mark-up. If you sell at or below the allowable mark-up, you will<br />
receive the maximum rebate.<br />
Various sub-programs (Large Customer, Super-Large Customer, Associate Distributor,<br />
Johnstone, Dealer Discount Pricing, and National Accounts) are “out-boarded” (i.e.,<br />
excluded) from the <strong>total</strong> sales and <strong>cost</strong> of sales when calculating the mark-up rebate.<br />
Please refer to the respective sections for detailed descriptions of these programs.<br />
* For Distributors having Distributor Sales Agreements with <strong>Goodman</strong> Sales Company, the specific terms<br />
and conditions of your written agreement will control.<br />
rePortIng requIrements<br />
Report your sales in the Universal Format. Upload using excel or FTP.<br />
A B C D E F G H<br />
Distributor<br />
#<br />
Zip Code<br />
Sold From<br />
Transaction<br />
Type<br />
Bonded<br />
(Y/N)<br />
Model<br />
Serial<br />
#<br />
Transfer<br />
Customer<br />
#<br />
I J K L M N O P Q<br />
Dealer<br />
#<br />
Dealer<br />
Name<br />
Invoice<br />
#<br />
Invoice<br />
Date<br />
Unit<br />
Price<br />
Unit<br />
Cost<br />
ZIP Code<br />
Sold To<br />
Promo<br />
#<br />
Reference<br />
#<br />
Transfer<br />
Customer<br />
Zip Code<br />
A. Distributor #: Distributor assigned as the parent account in SecureNet<br />
B. Zip Code Sold From: US 5-digit zip codes and Canada postal codes only. For<br />
international sales other than Canada, report “INTL”<br />
C. Transaction Type: SLD=sale, RTN=Return, PROMO=Promo<br />
D. Bonded (Y/N): B=Bonded sale N=No Bonded sale<br />
E. Model:<br />
a. <strong>Goodman</strong>’s model # when Transaction type is SLD or RTN<br />
b. Valid promotional code (per PMN) when Transaction type is PROMO<br />
F. Serial # (Optional): Serial # of the unit sold<br />
G. Transfer Customer #. (Optional): If unit has been transferred to or from other<br />
Distributor, please indicate the other distributor’s number<br />
H. Transfer Customer. Zip Code (Optional): If unit has been transferred to or from<br />
other Distributor, please indicate zip code involved in the transfer<br />
I. Dealer #: Dealer number assigned by the distributor to its <strong>customer</strong><br />
J. Dealer Name: Name of the dealer<br />
K. Invoice #: Invoice # used on the sale<br />
contact <strong>InFormatIon</strong><br />
PrograM adMinistration<br />
ATTN: Judy Collins<br />
5151 San Felipe, Suite 500<br />
Houston, TX 77056<br />
713-861-2500, x5251<br />
mark-up<br />
reBate<br />
program<br />
Miscellaneous Legal<br />
Distributor’s account must be current as a<br />
prerequisite to receiving rebates under this<br />
program. This is a summary of the terms<br />
of the Mark-up Rebate Program. Specific<br />
terms and conditions are stated in the Distributor’s<br />
contract. <strong>Goodman</strong> reserves the<br />
right to modify or terminate this program at<br />
any time in its sole discretion.<br />
www.goodmanmfg.com
mark-up<br />
reBate<br />
program<br />
www.goodmanmfg.com<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
L. Invoice Date: Date of the sale in YYYYMMDD format<br />
M. Unit Sale Price: Unit price or discount amount for Promos<br />
N. Unit Cost: Unit price paid to <strong>Goodman</strong> at purchase time<br />
O. Zip Code Sold To: US 5-digit zip codes and Canada postal codes only. For international sales other than Canada,<br />
report “INTL”<br />
P. Promo # (Optional): A <strong>Goodman</strong> provided PC Code (if applicable)<br />
Q. Reference # (Optional): To be printed as a reference on the payment check<br />
mark-uP rebate Program bank usage rules<br />
This program gives the Distributor the tools to manage his market pricing requirements and develop sales programs to generate<br />
sales of <strong>Goodman</strong> brand products. Should the market allow products to be sold to the Dealers at a level above the selected<br />
margin, the Distributor earns “bank.” The “bank” allows the Distributor to design local marketing programs that enhance the<br />
sale of <strong>Goodman</strong> brand products and is a 12-month rolling calculation.<br />
Bank funds can be used for the following programs:<br />
1. Pricing<br />
a. Giving Distributors the ability to respond to competitive pricing situations is the primary purpose of the Mark-up Rebate<br />
Program.<br />
b. Should a competitive situation arise, the Distributor may sell products at a price below the margin cap, using bank funds<br />
to make up the difference between the selling price and the margin cap.<br />
2. Advertising<br />
a. Media Advertising<br />
• Advertising must feature <strong>Goodman</strong> as the primary or secondary brand in the communication, with no less than onethird<br />
of the product-focused time or ad space featuring <strong>Goodman</strong><br />
• A copy of the ad must be submitted with the claim<br />
b. Yellow Pages Advertising<br />
• For a Yellow Pages trade listing, trademark, or display ad that communicates that the Distributor or Dealer sells <strong>Goodman</strong><br />
products<br />
• A copy of the tear sheet or a proof of the listing must be submitted with the claim<br />
c. Direct Mail Expenses<br />
• For direct mail programs that feature <strong>Goodman</strong> brand HVAC products<br />
• A copy of the direct-mail piece issued must be included with the claim<br />
3. Meetings/Trips<br />
a. A Distributor may submit receipts for reasonable expenses, including airfare, ground transportation, lodging, and meals<br />
for meetings/trips that improve a Distributor representative’s or Dealer’s ability to sell <strong>Goodman</strong> brand products, such<br />
as the following:<br />
• Factory tours organized by <strong>Goodman</strong><br />
• Local Dealer meetings<br />
• Other <strong>Goodman</strong>-sanctioned or -approved meetings or trips<br />
b. Distributors should not attempt to submit claims for trips that their Dealers have already paid for.<br />
• If the Dealer has paid for a portion of the trip <strong>cost</strong>, bank funds may be used only to pay the portion not paid by the Dealer.<br />
• Any Distributors submitting claims for trips that dealers have already paid for will no longer be eligible for reimbursement<br />
of trip <strong>cost</strong>s through bank funds.<br />
• Trips can be paid for only once by one party.<br />
• Management of trips must be defined, and receive prior approval by the Regional Sales Director and Senior Vice<br />
President of Sales.<br />
Note: If you are unsure whether your event falls within the options above, contact Dawn Campbell at 713.861.2500 x5899.
2012 <strong>Goodman</strong> ® Distributor Manual<br />
mark-up<br />
reBate<br />
program<br />
4. Merchandise Displaying the <strong>Goodman</strong> Logo<br />
a. Prior approval from the Senior Vice President of Sales, must be obtained for purchases of <strong>Goodman</strong> logo’d products<br />
using bank funds.<br />
b. For logo’d merchandise that will be given to Distributor personnel, HVAC Dealers, or consumers to promote the awareness<br />
and sale of <strong>Goodman</strong> products:<br />
• Promotional materials, such as trade show and event giveaways<br />
• Incentive items, such as sales promotion awards<br />
5. Open Houses<br />
a. Bank funds may be used for the <strong>cost</strong>s of holding Open House events at which information about <strong>Goodman</strong> products are<br />
presented to Dealers<br />
b. The Open House event invitation that was sent to Dealers must be submitted with the claim<br />
6. Promotional Programs: For use in promotions supporting the sale of <strong>Goodman</strong> products, including the following:<br />
• Customer rebates for purchase of <strong>Goodman</strong> products<br />
• Consumer financing through the American General Program for <strong>Goodman</strong> products<br />
• GoodCare Extended Warranty Agreements<br />
7. Sales Contests and Spiffs<br />
a. For those programs within the Distributorship that help drive sales of <strong>Goodman</strong> products by Distributor sales personnel<br />
b. Program documentation must be attached to claim<br />
8. Signage<br />
a. <strong>Goodman</strong> interior/exterior signage purchased through Dualite<br />
b. <strong>Goodman</strong> display racks purchased through Siegel Display<br />
c. <strong>Goodman</strong> vehicle signage purchased through The Hayden Corporation<br />
9. Sponsorships<br />
a. Bank funds may be applied toward those sponsorships that make sense for the Distributor and for <strong>Goodman</strong>’s business<br />
b. A letter describing the target audience reached by the sponsorship and the business rationale for the sponsorship must<br />
be submitted with claim<br />
c. To avoid confusion regarding what sponsorships are appropriate for bank usage, the Distributor should either build the<br />
sponsorship into the seasonal marketing plan OR submit information about the sponsorship to the <strong>Goodman</strong> Regional<br />
Sales Director for pre-approval<br />
10. Trade Shows<br />
a. For trade show-related expenses at Builder and HVAC shows where the Distributor features <strong>Goodman</strong> products. Only<br />
those items/services supporting display and promotion of <strong>Goodman</strong> products are eligible for reimbursement through<br />
bank funds<br />
b. Bank funds cannot be used for capital expenditures, such as a custom trade show booths, computers, etc. Bank funds<br />
cannot be used to pay freight <strong>cost</strong>s associated with product movement or delivery.<br />
Distributors may use bank funds for up to four quarters after they are earned. If a distributor earns bank in Q1 2012, they will<br />
have until the end of Q1 2013 to use those funds. <strong>Goodman</strong> will no longer sweep away any unused bank funds at the end of<br />
each calendar year. However, funds that go unused for four quarters will be lost. Bank claims will be applied against the oldest<br />
available quarterly bank balance. Submitted bank claims in excess of earned bank will be applied to future quarters until<br />
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<br />
the new year at zero bank.<br />
claIm Procedures<br />
Bank Claims are to be submitted in Program Application Process (PAP). Any supporting documents should be attached. Payment<br />
will be made quarterly if funds are available.<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
PurPose<br />
For 2012, <strong>Goodman</strong> continues to pursue and maintain strong and long-term partnerships<br />
with national and regional contractor organizations. These groups include, but<br />
are not limited to:<br />
• HVAC Consolidators<br />
• Contractor Affinity Groups<br />
• Contractor Best-Practices Organizations<br />
• HVAC Franchises<br />
• Contractor Buying Groups<br />
All our strategic alliance partnerships provide for preferred vendor rebates to qualifying<br />
member contractor or service centers to motivate them to purchase or continue purchasing<br />
Amana brand products. Rebates are funded 100% from <strong>Goodman</strong>.<br />
DIstrIbutor resPonsIbIlItIes anD InformatIon<br />
PreferreD VenDor sIgn-uP forms<br />
All contractors or service centers wishing to participate in the preferred vendor<br />
rebate program through their affiliate organizations are required to have an approved<br />
Preferred Vendor Rebate registration in Program Application Process (PAP). Distribution<br />
TSM’s or counter associates should ensure that the member contractor is registered<br />
correctly in PAP. Sales should be reported quarterly using the same account number.<br />
rebates<br />
Rebates vary among the groups depending on buying potential, product mix, area<br />
of specialty etc. These rebates are confidential and should not be discussed with<br />
contractors or others outside the organization network. Rebates are normally paid<br />
quarterly; one check is issued to the organization. The organization is responsible for<br />
distributing the rebates to its members or service centers. Rebates are paid to the<br />
organization within 60 days after the end of each quarter.<br />
ContaCt InformatIon<br />
Strategic<br />
allianceS<br />
Mike Henson<br />
Director, Strategic Alliances<br />
256-603-9611<br />
256-533-3814 — Fax<br />
mike.henson@goodmanmfg.com<br />
Beverly CHildress<br />
Director, National Accounts<br />
931-625-2118<br />
beverly.childress@goodmanmfg.com<br />
JiMMie vasquez<br />
Manager, Strategic Alliances<br />
713-263-5788 — Office<br />
713-539-2836 — Cell<br />
713-331-3275 — Fax<br />
jimmie.vasquez@goodmanmfg.com<br />
dawn CaMpgell<br />
Program Coordinator<br />
713-263-5899 — Office<br />
713-316-5577 — Fax<br />
dawn.campbell@goodmanmfg.com<br />
www.goodmanmfg.com
strategIC<br />
allIanCes<br />
www.goodmanmfg.com<br />
2011 <strong>Goodman</strong> Distributor Manual<br />
rePortIng<br />
Distributors who do not report sales by dealer directly to <strong>Goodman</strong> on a quarterly basis (unless otherwise nstructed) will be<br />
contacted by the Strategic Alliance Department and given a worksheet containing the names of those dealers who have reported<br />
a vendor relationship with a distributor. Distributors must provide to the Strategic Alliance Dept. the purchase amounts<br />
of qualifying equipment within seven (7) working days after the end of the quarter. This ensures that <strong>Goodman</strong> can expedite<br />
rebates to the groups. Distributors should report these figures back to the individual contractor to reduce the number of discrepancies<br />
AFTER <strong>Goodman</strong> has cut the quarterly rebate check.<br />
qualIFyIng equIPment<br />
<strong>Goodman</strong> equipment that qualifies for preferred vendor rebates are limited to serialized items sold by <strong>Goodman</strong> <strong>Manufacturing</strong><br />
Company, L.P. No accessory items qualify for national rebates. However, distributors are encouraged to develop regional<br />
rebate structures for accessory items and supplies paid locally with these members or service centers.<br />
current strategIc allIance PartnershIPs<br />
• ARS (American Residential Services)<br />
• Aire Serv / Pro Trade Net<br />
• Comfort Systems USA<br />
• Dr. Energy Saver<br />
• Excellence Alliance (EAI)<br />
• LINC Group / Green Homes America<br />
• Nexstar<br />
• Direct Energy / Clockwork<br />
• AirTime 500 (AT500)<br />
• BuyMax<br />
• One Hour A/C (OHAC)<br />
• Benjamin Franklin Plumbing<br />
• Electricians Success, Inc.<br />
• Mr. Sparky<br />
• Plumbers Success, Inc.<br />
• National Comfort Institute (NCI), formerly<br />
International Service Leadership (ISL)<br />
• Retail Contractors Coalition /<br />
Service Nation Alliance<br />
• United CoolAir Corporation<br />
• WellHome, Inc.<br />
(div. of Masco Home Services)
2012 <strong>Goodman</strong> ® Distributor Manual<br />
PurPose<br />
The <strong>Goodman</strong> Dealer Discount Pricing Program is intended to assist the distributor in<br />
maintaining a profitable margin while aggressively seeking new <strong>Goodman</strong> equipment<br />
sales.<br />
Program regIstratIon<br />
All requests for funding must be applied for and approved through the Program<br />
Application Process (PAP). All relevant information must accompany the application<br />
for it to be considered. Once your request is approved, you will be notified, and then<br />
you may proceed with the sale/quote.<br />
PrIcIng/rebate<br />
Based on the Distributor sales price multiplier, a sliding scale rebate will be applied<br />
to provide the Distributor with the gross margin percentage outlined below. Rebates<br />
will be paid off of the 1.0 list price.<br />
Distributor<br />
Sell price<br />
<strong>Goodman</strong><br />
Rebate %<br />
Gross<br />
Margin<br />
Distributor<br />
Sell price<br />
<strong>Goodman</strong><br />
Rebate %<br />
Gross<br />
Margin<br />
1.02 12.60% 14.3% 0.90 21.00% 12.2%<br />
1.01 13.30% 14.2% 0.89 21.70% 12.0%<br />
1.00 14.00% 14.0% 0.88 22.40% 11.8%<br />
0.99 14.70% 13.8% 0.87 23.10% 11.6%<br />
0.98 15.40% 13.7% 0.86 23.80% 11.4%<br />
0.97 16.10% 13.5% 0.85 24.50% 11.2%<br />
0.96 16.80% 13.3% 0.84 25.20% 11.0%<br />
0.95 17.50% 13.2% 0.83 25.90% 10.7%<br />
0.94 18.20% 13.0% 0.82 26.60% 10.5%<br />
0.93 18.90% 12.8% 0.81 27.30% 10.2%<br />
0.92 19.60% 12.6% 0.80 28.00% 10.0%<br />
0.91 20.30% 12.4% Below 0.80 8.5%<br />
Requests below 0.80 should be submitted as a “special” program request through<br />
PAP and requires VP approval.<br />
claIm Procedures<br />
• Submit claims electronically through one of the rebate claim submission methods<br />
available to all Distributors: PartnerLink or FTP.<br />
• Required claim information includes: PAP registration #, model #, serial #, dealer #,<br />
dealer name, invoice number, invoice date, and unit price.<br />
• All claims must fall within the parameters outlined in the applicable approved PAP<br />
registration form.<br />
• All claims must be filed within 90 days of either the invoice date or installation<br />
date, whichever is later. The final acceptance date for filing 2012 claims is March<br />
31, 2013.<br />
• All claims submitted on correct forms with complete documentation will be<br />
processed within 30 days.<br />
• <strong>Goodman</strong> reserves the right to perform compliance audits on all documentation.<br />
• In the event a claim adjustment is necessary, <strong>Goodman</strong> will document the nature of<br />
the adjustment on the credit or debit invoice. When provided, the Distributor tracking<br />
or control number will be indicated on the invoice to aid in account reconciliation.<br />
Additionally, some claim forms have a <strong>Goodman</strong> audit column to verify claim<br />
amounts. Copies of this form will be return-faxed with adjustments noted.<br />
contact <strong>InFormatIon</strong><br />
dealer<br />
dIsCount<br />
prICIng<br />
program<br />
Judy collins<br />
5151 San Felipe, Suite 500<br />
Houston, TX 77056<br />
713-861-2500, x5251<br />
judy.collins@goodmanmfg.com<br />
PrograM aPPlication Process<br />
Holly Lobas<br />
301-769-3092<br />
holly.lobas@goodmanmfg.com<br />
Miscellaneous Legal<br />
Distributor’s account must be current as<br />
a prerequisite to receiving rebates under<br />
this program. This is a summary of the<br />
terms of the Dealer Discount Pricing Program.<br />
Specific terms and conditions are<br />
set forth in the Rebate Program Claim<br />
Forms. <strong>Goodman</strong> reserves the right to<br />
modify or terminate this program at any<br />
time in its sole discretion.<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
PurPose<br />
As we continue to grow in light commercial, we continue to focus on the replacement<br />
market. Distributors need the ability to lower prices to meet competitive situations<br />
while maintaining profitable margins.<br />
elIgIbIlIty<br />
This program can be used on the following products: CPC, CPG, and CPH packaged<br />
units, GSX and GSZ commercial split system units, and the AR Commercial air handler.<br />
The rebate offered is off the current net distributor price. Light commercial products<br />
are not eligible for base MURP or any other out-boarded program.<br />
Program regIstratIon<br />
All requests for funding must be applied and approved through the Program Application<br />
Process (PAP). All relevant information must accompany the application for it to<br />
be considered. Once your request is approved, you will be notified, and then you may<br />
proceed with the sale/quote.<br />
PrIcIng<br />
Based on the Distributor sales price multiplier, a sliding-scale rebate will be applied<br />
to provide the Distributor with the gross-margin percentage outlined below. Rebates<br />
will be paid off of the 1.0 list price.<br />
Distributor<br />
Sell<br />
Distributor<br />
Rebate<br />
Distributor<br />
GM%<br />
Distributor<br />
Sell<br />
Distributor<br />
Rebate<br />
Distributor<br />
GM%<br />
1.09 2.00% 10.1% 0.99 9.00% 8.1%<br />
1.08 2.70% 9.9% 0.98 9.70% 7.9%<br />
1.07 3.40% 9.7% 0.97 10.40% 7.6%<br />
1.06 4.10% 9.5% 0.96 11.10% 7.4%<br />
1.05 4.80% 9.3% 0.95 11.80% 7.2%<br />
1.04 5.50% 9.1% 0.94 12.50% 6.9%<br />
1.03 6.20% 8.9% 0.93 13.20% 6.7%<br />
1.02 6.90% 8.7% 0.92 13.90% 6.4%<br />
1.01 7.60% 8.5% 0.91 14.60% 6.2%<br />
1.00 8.30% 8.3% 0.90 15.40% 6.0%<br />
claIm Procedures<br />
• Submit claims electronically through one of the rebate claim submission methods<br />
available to all distributors: Partnerlink, EDI, or FTP.<br />
• Required claim information includes: PAP registration#, model#, serial#, dealer#,<br />
dealer name, invoice number, invoice date, and unit price.<br />
• All claims must fall within the parameters outlined in the applicable approved PAP<br />
registration form.<br />
• All claims must be filed within 90 days of either the invoice date or installation<br />
date, whichever is later. The final acceptance date for filing 2011 claims is March<br />
31, 2012.<br />
• All claims submitted on correct forms with complete documentation will be<br />
processed within 30 days.<br />
• <strong>Goodman</strong> reserves the right to perform compliance audits on all documentation.<br />
• In the event a claim adjustment is necessary, <strong>Goodman</strong> will document the nature of<br />
the adjustment on the credit or debit invoice. When provided, the Distributor tracking<br />
or control number will be indicated on the invoice to aid in account reconciliation.<br />
Additionally, some claim forms have a <strong>Goodman</strong> audit column to verify claim<br />
amounts. Copies of this form will be return-faxed with adjustments noted.<br />
lIght CommerCIal<br />
quotatIon<br />
program<br />
contact <strong>InFormatIon</strong><br />
Judy collins<br />
5151 San Felipe, Suite 500<br />
Houston, TX 77056<br />
713-861-2500, x5251<br />
PrograM aPPlication Process<br />
Holly Lobas<br />
301-769-3092<br />
holly.lobas@goodmanmfg.com<br />
Miscellaneous Legal<br />
Distributor’s account must be current<br />
as a prerequisite to receiving rebates<br />
under this program. <strong>Goodman</strong> reserves<br />
the right to modify or terminate this<br />
program at any time in its sole discretion.<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
PurPose<br />
As both the marketplace and cities grow, it becomes increasingly important to have<br />
distribution locations that are easily accessible for our Dealers and close to the jobs<br />
that they are attracting. To ensure that <strong>Goodman</strong> products are in convenient locations,<br />
<strong>Goodman</strong> is willing to help fund start-up <strong>cost</strong>s of new locations. At its sole discretion,<br />
<strong>Goodman</strong> will provide up to $50,000 up front to off-set the start-up expenses<br />
associated with a new distribution location.<br />
Program regIstratIon<br />
All requests for funding must be applied and approved through the Program Application<br />
Process (PAP). All relevant information must accompany the application for it to<br />
be considered.<br />
requIrements<br />
Distributors who are interested in receiving funding must provide a market analysis<br />
and three-year sales forecast for the new location. In this analysis, an estimate should<br />
also be made of what sales will be transferred from any existing location(s) to the new<br />
location. For example, if there is only one location downtown, and a new location<br />
opened on the east side of town, it is likely that current <strong>customer</strong>s on the east side<br />
of town will now purchase equipment from the new, closer location. Please make an<br />
estimate of this business. (See New Distributor Location Form located online in the<br />
Program Application Process section of PartnerLink. For help with this process, contact<br />
Holly Lobas at 301-769-3092 or holly.lobas@goodmanmfg.com.)<br />
This is up-front funding to help Distributors grow more profitably. The funding must be<br />
earned out over a three-year period at a rate 1.5% of <strong>Goodman</strong> brand serialized product<br />
purchases over a three-year period. If after three years, purchases are less than upfront<br />
funding, then the Distributor must refund <strong>Goodman</strong> the difference. For example,<br />
a $50,000 fund would require a new location to purchase $3.33M over a three-year<br />
period ($3.33M * .015 = $50,000). If the new location had purchases of only $2.0M after<br />
three years, the Distributor must refund <strong>Goodman</strong> $20,000 ($2.0M * .015 = $30,000;<br />
$50,000 up-front funding less the $30,000 earn out = $20,000 due <strong>Goodman</strong>).<br />
Other Requirements:<br />
• Purchases for this new location must be reported on a quarterly basis to understand<br />
progress toward the earn-out. Purchases may be reported through the<br />
automated rebate processing program or manually.<br />
• Distributors must also supply a detailed explanation as to what expense the<br />
$50,000 will be applied.<br />
• Market analysis, sales forecast, and usage should be reviewed with your Regional<br />
Sales Director before submission.<br />
• Based on your information and <strong>Goodman</strong>’s assessment, <strong>Goodman</strong> will decide, in<br />
its sole discretion, if funding will be made available.<br />
contact <strong>InFormatIon</strong><br />
new<br />
dIstrIButor<br />
loCatIon<br />
Fund<br />
gary clark<br />
Senior Vice President of Marketing<br />
5151 San Felipe, Suite 500<br />
Houston, TX 77056<br />
713-861-2500, x5439<br />
Funding/rePorting<br />
ATTN: Judy Collins<br />
5151 San Felipe, Suite 500<br />
Houston, TX 77056<br />
713-263-5251<br />
judy.collins@goodmanmfg.com<br />
PrograM aPPlication Process<br />
Holly Lobas<br />
301-769-3092<br />
holly.lobas@goodmanmfg.com<br />
Miscellaneous Legal<br />
<strong>Goodman</strong> reserves the right to modify or<br />
terminate this program at any time in its<br />
sole discretion.<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
PurPose<br />
The National Accounts Program has been established for <strong>Goodman</strong> brand air conditioning<br />
and heating products. Program participants may be supplied by our Distributors.<br />
Please contact any of our directors of National Accounts with questions about<br />
our National Accounts programs or if you know of a prospective company that may<br />
qualify as a National Account. All sales to distributors/dealers classified as “National<br />
Accounts” are not eligible for any other out-boarded rebate programs.<br />
PrIcIng<br />
The distributor/dealer must be invoiced at a 0.95, or agreed-to national price sheet.<br />
rebate<br />
When the Distributor sells at 0.95 or the agreed-to national price, the rebate earned<br />
on these sales for 2012 will be 15%, in lieu of the regular Mark-Up Rebate Program<br />
rebate. For net-pricing Distributors, the <strong>Goodman</strong> rebate amount (15%) will be<br />
reduced by your net-pricing discount percentage.<br />
Program regIstratIon<br />
All requests for funding must be applied and approved through the Program Application<br />
Process (PAP). All relevant information must accompany the application for it to<br />
be considered.<br />
claIm Procedures<br />
• Claims will be submitted electronically through one of the rebate claim submission<br />
methods available to all distributors: PartnerLink, EDI, or FTP.<br />
• Required claim information includes; PAP registration#, model#, serial#, dealer#,<br />
dealer name, invoice number, invoice date, and unit price.<br />
• All claims must fall within the parameters outlined in the applicable approved PAP<br />
registration form.<br />
• All claims must be filed within 90 days of either the invoice date or installation<br />
date, whichever is later. The final acceptance date for filing 2012 claims is March<br />
31, 2013.<br />
• All claims submitted on correct forms with complete documentation will be<br />
processed within 30 days.<br />
• <strong>Goodman</strong> reserves the right to perform compliance audits on all documentation.<br />
• In the event a claim adjustment is necessary, <strong>Goodman</strong> will document the nature of<br />
the adjustment on the credit or debit invoice. When provided, the Distributor tracking<br />
or control number will be indicated on the invoice to aid in account reconciliation.<br />
Additionally, some claim forms have a <strong>Goodman</strong> audit column to verify claim<br />
amounts. Copies of this form will be return-faxed with adjustments noted.<br />
amerIcan resIdentIal servIces (ars) mark-uP rebate Program<br />
As <strong>Goodman</strong>’s <strong>total</strong> business with ARS grows, <strong>Goodman</strong> wants its Distributors to be a<br />
part of servicing this National Dealer. Distributors should invoice ARS at the agreedupon<br />
national price list.<br />
Miscellaneous Legal: <strong>Goodman</strong> reserves the right to modify or terminate this program at any time in its<br />
sole discretion.<br />
contact <strong>InFormatIon</strong><br />
natIonal<br />
aCCount<br />
program<br />
Mike Bride<br />
Vice-President of National Accounts<br />
713-263-5348<br />
mike.bride@goodmanmfg.com<br />
kirk wickline<br />
Director, National Accounts<br />
713-263-5566<br />
kirk.wickline@goodmanmfg.com<br />
dick rydzeski<br />
Director, National Accounts<br />
713-263-5249<br />
dick.rydzeski@goodmanmfg.com<br />
Beverly childress<br />
Director, National Accounts<br />
931-625-2118<br />
beverly.childress@goodmanmfg.com<br />
steve Mcaleese<br />
Director, National Accounts<br />
615-347-9406<br />
steve.mcaleese@goodmanmfg.com<br />
Mike henson<br />
Director, Strategic Alliances<br />
256-603-9611<br />
mike.henson@goodmanmfg.com<br />
Brian sPicer<br />
Director, National Builder Sales<br />
713-263-5703<br />
brian.spicer@goodmanmfg.com<br />
eric drew<br />
Director, Commercial Sales<br />
702-429-0986<br />
eric.drew@goodmanmfg.com<br />
wayne hartMan<br />
Director of Parts & Supplies<br />
713-263-5840<br />
wayne.hartman@goodmanmfg.com<br />
claiMs center<br />
ATTN: Judy Collins,<br />
Manager Program Administration<br />
5151 San Felipe, Suite 500<br />
Houston, TX 77056<br />
713-263-5251<br />
judy.collins@goodmanmfg.com<br />
PrograM aPPlication Process<br />
Holly Lobas<br />
301-769-3092<br />
holly.lobas@goodmanmfg.com<br />
www.goodmanmfg.com
natIonal aCCount<br />
program—<br />
warranty<br />
CompanIes<br />
contact <strong>InFormatIon</strong><br />
aMerican hoMe shield<br />
Karla Brown, HVAC Sourcing Manager<br />
1524 US Highway 30 East<br />
Carroll, IA 51401<br />
712-792-6710 or 800-827-4636<br />
712-792-2035 — Fax<br />
www.goodmanmfg.com<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
2012 Warranty comPany mark-uP rebate Program<br />
For 2012, <strong>Goodman</strong> will provide a program to our Distributors that will allow you to<br />
participate in the increasing and extremely important home warranty volume, as well<br />
as allow you a profit margin for handling this valuable national account.<br />
PrIcIng<br />
The companies referenced on the following pages of this section must be invoiced by<br />
the Distributor at no more than a .95 multiplier.<br />
rebate<br />
When the Distributor sells to one of these companies at a .95 multiplier (sheet price),<br />
the rebate earned on these sales for 2012 will be 15% in lieu of the regular Mark-Up<br />
Rebate Program rebate.<br />
rePortIng<br />
The special program for sales at a .95 multiplier will be excluded (out-boarded) from<br />
the regular mark-up rebate calculations and must be reported separately.<br />
Note: All other requirements of the 2012 Mark-Up Rebate Program will be applicable.<br />
amerIcan home shIeld<br />
American Home Shield (AHS) originates and markets home service contracts in 48<br />
states. It covers the repair or replacement of major home systems, including heating,<br />
air conditioning, electrical, plumbing, and water heaters. AHS currently purchases<br />
over $10 million in HVAC equipment and materials annually and is one of the nation’s<br />
fasting growing service companies.<br />
HVAC parts and equipment ordered by AHS are currently picked up by contractors<br />
that are on the AHS supply program. For the AHS <strong>customer</strong>, a contractor installs a<br />
unit or repair parts when necessary. AHS currently has a <strong>customer</strong> base of 850,000<br />
homeowners.<br />
AHS is owned by ServiceMaster, which also owns Terminex, TruGreen/Chem-<br />
Lawn, and Merry Maids. AHS has agreed to make available the opportunity<br />
to purchase <strong>Goodman</strong> brand HVAC equipment to these associate companies<br />
through AHS. ServiceMaster—a $7+ billion conglomerate—has a <strong>customer</strong><br />
base of 11 million people and employs over 35,000 employees.<br />
Procedures<br />
• AHS Purchasing Dept. personnel will originate all orders by fax. Contractors cannot<br />
initiate an order or add parts to an order to be charged to AHS. Unauthorized<br />
equipment or parts orders will not be paid.<br />
• AHS will provide a purchase order number, authorization number, and a job name.<br />
This information must appear on all invoices, credit memos, and correspondence.<br />
• All prices given to AHS by <strong>Goodman</strong> will be confidential. Contractors should not<br />
receive any pricing information at any time.<br />
• All invoices received without a purchase order number will be returned to the<br />
supplier as unable to process. AHS will not be responsible for payment of invoices<br />
without required information.<br />
servIce<br />
• Distributor will notify AHS Purchasing as soon as possible if the equipment<br />
ordered is not in stock.<br />
• Distributor will notify contractors when order is ready to be picked up.
2012 <strong>Goodman</strong> ® Distributor Manual<br />
aon home Warranty<br />
Aon Home Warranty (“Aon”) is the second largest home warranty carrier in the industry.<br />
Procedures<br />
• Aon Purchasing Dept. personnel will initiate all orders via fax or email. Contractors<br />
cannot initiate an order or add parts to an order to be charged to Aon. Unauthorized<br />
equipment or parts orders will not be paid.<br />
• Aon will provide a purchase order number and job name. This information must<br />
appear on all invoices, credit memos, and correspondence.<br />
• All prices given to Aon by <strong>Goodman</strong> are confidential. Contractors should not<br />
receive any pricing information at any time.<br />
servIce<br />
Distributors should notify Aon of their desire to participate in this program.<br />
hms/cross country home servIces<br />
HMS is the third largest home warranty carrier in the industry.<br />
Procedures<br />
• HMS/Cross Country Home Services Purchasing Dept. personnel will initiate all orders<br />
via fax or email. Contractors cannot initiate an order or add parts to an order to<br />
be charged to HMS/Cross Country. Unauthorized equipment or parts orders will<br />
not be paid.<br />
• HMS/Cross Country will provide a purchase order number and job name. This infor-<br />
mation must appear on all invoices, credit memos, and correspondence.<br />
• All prices given to HMS/Cross Country by <strong>Goodman</strong> are confidential. Contractors<br />
should not receive any pricing information at any time.<br />
servIce<br />
Distributors should notify HMS/Cross Country of their desire to participate in this program.<br />
home Warranty oF amerIca<br />
Home Warranty of America (HWA) has been offering Home Protection Plans since<br />
1996 and now has over 50,000 contracts in 37 states.<br />
Procedures<br />
• HWA Purchasing Dept. personnel will initiate orders via fax or email. Contractors<br />
cannot initiate an order or add parts to an order to be charged to HWA. Unauthorized<br />
equipment or parts orders will not be paid.<br />
• HWA will provide a purchase order number and a job name. This information must<br />
appear on all invoices, credit memos, and correspondence.<br />
• All prices given to HWA by <strong>Goodman</strong> are confidential. Contractors should not<br />
receive any pricing information at any time.<br />
servIce<br />
Distributors should notify HWA of their desire to participate in this program.<br />
natIonal aCCount<br />
program—<br />
contact <strong>InFormatIon</strong><br />
aon hoMe warranty grouP<br />
ATTN: Roberto Atiles<br />
5050 N. Broadway<br />
Chicago, IL 60640<br />
877-638-7818<br />
contact <strong>InFormatIon</strong><br />
warranty<br />
CompanIes<br />
hMs/cross country hoMe services<br />
ATTN: Doug Summers, x2329<br />
ATTN: Mark Johnson, x2296<br />
ATTN: Dave Dacon, x2646<br />
1625 NW 136th Avenue, Suite 200<br />
Ft. Lauderdale, FL 33323<br />
800-327-9787<br />
contact <strong>InFormatIon</strong><br />
hoMe warranty oF aMerica, llc<br />
ATTN: Patrick Thompson<br />
1549 Barclay Blvd.<br />
Buffalo Grove, IL 60089<br />
888-492-7359, x705<br />
pthompson@hwahomewarranty.com<br />
www.goodmanmfg.com
natIonal aCCount<br />
program—<br />
warranty<br />
CompanIes<br />
contact <strong>InFormatIon</strong><br />
hoMe Buyers resale warranty corP.<br />
ATTN: Andy Makely<br />
ATTN: Todd Ehlers<br />
Matt Labato<br />
2675 South Abilene St.<br />
Aurora, CO 80014<br />
720-747-6234<br />
contact <strong>InFormatIon</strong><br />
hoMe secure oF aMerica, inc.<br />
Michael Cohen<br />
310 N. Midvale Blvd.<br />
Madison, WI. 53705<br />
800-367-1448 X 6040<br />
michael@onlinehsa.com<br />
www.goodmanmfg.com<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
home buyers resale Warranty corPoratIon<br />
Home Buyers Resale Warranty Corporation (HBRW) has been offering Home Protection<br />
Plans since 1980 and has over 1,000,000 contracts in 47 states.<br />
Procedures<br />
• HBRW Purchasing Dept. personnel will initiate orders via fax or email. Contractors<br />
cannot initiate orders or add parts to an order to be charged to HBRW. Unauthorized<br />
equipment or parts orders will not be paid.<br />
• HBRW will provide a purchase order number and a job name. This information<br />
must appear on all invoices, credit memos, and correspondence.<br />
• All prices given to HBRW by <strong>Goodman</strong> are confidential. Contractors should not<br />
receive any pricing information at any time.<br />
servIce<br />
Distributors should notify HBRW of their desire to participate in this program.<br />
home securIty oF amerIca Inc.<br />
Home Security of America is one of America’s fastest growing home warranty<br />
programs.<br />
Procedures<br />
• Home Security of America Inc. Purchasing Dept. personnel will initiate all orders via fax<br />
or email. Contractors cannot initiate an order or add parts to an order to be charged to<br />
HMS/Cross Country. Unauthorized equipment or parts orders will not be paid.<br />
• Home Security will provide a purchase order number and job name. This information<br />
must appear on all invoices, credit memos, and correspondence.<br />
• All prices given to Home Security by <strong>Goodman</strong> are confidential. Contractors should<br />
not receive any pricing information at any time.<br />
Other warranty companies will possibly begin participating in the <strong>Goodman</strong> national<br />
pricing program in 2012. If you have any questions regarding companies participating<br />
in the national program call either Mike Henson at 256-603-9611 or Kirk Wickline at<br />
713.861.2100 x 5566<br />
contractor consolIdators and allIances<br />
<strong>Goodman</strong> has national preferred vendor agreements with the following Contractor<br />
organizations listed below. These agreements specify <strong>Goodman</strong> as one of several<br />
brands endorsed by that particular organization and earn the member rebates.<br />
• ARS (American Residential Services)<br />
• Aire Serv / Pro Trade Net<br />
• Comfort Systems USA<br />
• Direct Energy / Clockwork<br />
• AirTime 500 (AT500)<br />
• BuyMax<br />
• One Hour A/C (OHAC)<br />
• Benjamin Franklin Plumbing<br />
• Electricians Success, Inc.<br />
• Mr. Sparky<br />
• Plumbers Success, Inc.<br />
• Dr. Energy Saver<br />
• Excellence Alliance (EAI)<br />
• LINC Group / Green Homes America<br />
• Nexstar<br />
• National Comfort Institute (NCI),<br />
formerly International Service<br />
Leadership (ISL)<br />
• Retail Contractors Coalition /<br />
Service Nation Alliance<br />
• United CoolAir Corporation<br />
• WellHome, Inc.<br />
(div. of Masco Home Services)
2012 <strong>Goodman</strong> ® Distributor Manual<br />
PurPose<br />
For many of our Distributors, the Residential New Construction (RNC) sales program<br />
is a new venture. The margins are tighter in RNC, but the upside can be significant.<br />
The benefits of being involved in RNC include:<br />
• Consistent business year-round<br />
• Market-share growth<br />
• Better positioning for future replacement business<br />
• Better exposure in new Dealer acquisition<br />
• Incremental profit to help the bottom line<br />
The nation’s top 200 builders represent approximately 40% of all single-family<br />
construction. This means that local and regional builders still account for the majority<br />
of single-family new home construction.<br />
2012 buIlder rebate Program<br />
<strong>Goodman</strong> <strong>Manufacturing</strong> Company, L.P., has made significant strides in the area of<br />
Residential New Construction in recent years with both <strong>Goodman</strong> and <strong>Goodman</strong><br />
brands. To continue that growth, we need your help. While <strong>Goodman</strong> Corporate is<br />
responsible for initiating and maintaining contact with large builders on a national<br />
and home office level, we need you, our Independent Distributors, to assist with<br />
local support. National programs and agreements are important, but decisions are<br />
still made predominately on a local level. <strong>Goodman</strong> is pleased to announce a new<br />
regional builder program. Check with your local <strong>Goodman</strong> regional Sales Director for<br />
details. Our Director of National Builder Sales, Brian Spicer, can help you succeed in<br />
Residential New Construction sales. Contact him with any questions on the Builder<br />
Rebate Program or any specific builder that may already have a national program.<br />
FundIng<br />
To help Distributors in their efforts to sell to the RNC market, the Builder Rebate<br />
Program is funded 100% by <strong>Goodman</strong>.<br />
Program regIstratIon<br />
Regional homebuilder rebates programs are registered through Program Application<br />
Process (PAP). All requests must be pre-approved. For an application to be considered,<br />
all relevant information must accompany the request. Once your request<br />
is approved, you will be notified, and you may communicate the approved rebate<br />
amounts to the builder/contractor.<br />
claIms Procedures<br />
• Claims should be submitted electronically through Home Builder Rebate in<br />
PartnerLink.<br />
• Required claim information: PAP form ID, model #, serial #, address, and install date.<br />
• All claims must fall within the parameters outlined in the applicable approved PAP<br />
registration form.<br />
• All claims must be filed within one year of the installation date. All 2012 claims<br />
must be received by March 31, 2013.<br />
• All claims submitted on correct forms with complete documentation will be processed<br />
within 30 days.<br />
• <strong>Goodman</strong> reserves the right to perform compliance audits on all documentation.<br />
elIgIbIlIty<br />
The Builder Rebate Program can be used only when a complete <strong>Goodman</strong> brand<br />
system is purchased (i.e., one outdoor unit and one indoor unit).<br />
contact <strong>InFormatIon</strong><br />
BuIlder<br />
reBate<br />
program<br />
Brian sPicer<br />
Director of National Builder Sales<br />
713-263-5703<br />
brian.spicer@goodmanmfg.com<br />
claiMs<br />
ATTN: Judy Collins<br />
5151 San Felipe, Suite 500<br />
Houston, TX 77056<br />
713-263-5251<br />
judy.collins@goodmanmfg.com<br />
PrograM aPPlication Process<br />
Holly Lobas<br />
301-769-3092<br />
holly.lobas@goodmanmfg.com<br />
Holly Lobas<br />
Miscellaneous Legal<br />
Distributor’s account must be current as a<br />
prerequisite to receiving payments under<br />
this program. The Builder Rebate Program<br />
terms and conditions are stated in the<br />
rebate claim forms. <strong>Goodman</strong> reserves<br />
the right to modify or terminate this program<br />
at any time in its sole discretion.<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
objectIve<br />
To offer <strong>Goodman</strong> Distributors financial incentives to recruit new Dealers or increase<br />
purchases from an existing Dealer with whom <strong>Goodman</strong> currently receives less than<br />
20% of the Dealers’ <strong>total</strong> purchases ($50,000 minimum existing <strong>Goodman</strong> equipment<br />
purchases).<br />
IncentIve<br />
• For each Dealer who participates in the program and achieves sales of $50,000<br />
(new Dealer) or incrementally increases sales over prior year by at least $50,000<br />
(existing Dealer), the Distributor is issued a rebate of 2.0%.<br />
• For the next $50,000 and each $100,000 subsequently sold by the Dealer, the<br />
Distributor receives an additional rebate (calculated using the Dealer’s <strong>total</strong><br />
program sales).<br />
• Dealer purchases are accumulated for 12 months from the date of sign up.<br />
Level of Purchases Rebate Percentage<br />
$50,000+ 2.0%<br />
$100,000 + 3.5%<br />
$200,000 + 4.0%<br />
$300,000 + 4.5%<br />
$400,000 + 5.0%<br />
$500,000 + 6.0%<br />
Program dates<br />
Jan. 1, 2012,<br />
through<br />
Dec. 31, 2012<br />
elIgIbIlIty<br />
• Dealer cannot have purchased more than $50,000 in equipment from all <strong>Goodman</strong><br />
Distributors in 2011.<br />
• Dealers enrolled in the New Dealer Acquisition Program are not eligible to<br />
participate in the Builder Rebate program or participate in any other buying group<br />
in which <strong>Goodman</strong> provides rebates.<br />
• If a dispute arises regarding a Dealer registered by multiple Distributors, <strong>Goodman</strong><br />
will resolve the dispute in its sole discretion.<br />
• Dealer must have potential equipment purchases of greater than $50,000 in a<br />
calendar year.<br />
admInIstratIon<br />
• Registering Dealers must submit evidence that they are not starting a new<br />
company simply to take advantage of this program.<br />
• Distributors must track their Dealers’ sales and submit this information monthly. An<br />
Excel spreadsheet customized for this purpose will be provided to the Distributor<br />
upon acceptance of the Dealer into the program. These spreadsheets are also<br />
available from your Regional Sales Director (RSD).<br />
• If the Distributor participates in <strong>Goodman</strong>’s Mark-Up Rebate Program, the same<br />
information submitted for that program can be used to track Dealer sales for this<br />
program, and completing the Excel spreadsheet will not be necessary.<br />
• A first-order amount of $25,000 is recommended for participating Dealers, but<br />
not required.<br />
• If there is no activity on a registered Dealer within the first three months of registration,<br />
<strong>Goodman</strong> has the option to disallow the account from the program.<br />
• Distributors will receive a rebate check upon each target hit after attaining $50,000<br />
in incremental purchases. At the end of the program, Distributors will receive a<br />
rebate check for any sales over the last increment, at that increment’s percentage.<br />
contact <strong>InFormatIon</strong><br />
new dealer<br />
aCquIsItIon<br />
program<br />
holly loBas<br />
301-769-3092<br />
holly.lobas@goodmanmfg.com<br />
Miscellaneous Legal<br />
Distributor’s account must be current as a<br />
prerequisite to receiving payments under<br />
this program. <strong>Goodman</strong> reserves the<br />
right to modify or terminate this program<br />
at any time in its sole discretion.<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
PurPose<br />
While we believe that the horsepower behind and potential of the <strong>Goodman</strong> brand<br />
exceeds that of all other brands in the industry, we do understand that for various<br />
reasons, some Dealers may wish to sell their products under a “private label,” or their<br />
own brand. To help those <strong>customer</strong>s establish and build these brands, we will sell<br />
<strong>Goodman</strong> products for private label purposes, evaluating opportunities on a case-bycase<br />
basis.<br />
beneFIts oF the goodman PrIvate label Program<br />
For those Dealers who agree to the terms of the <strong>Goodman</strong> Private Label Program, the<br />
benefits that <strong>Goodman</strong> would provide include the following:<br />
• Ability to label high-quality <strong>Goodman</strong> brand products with a private label brand<br />
• Access to high-resolution, digital product photos available on PartnerLink for use<br />
in developing literature and advertising<br />
• Access to <strong>Goodman</strong>-approved vendors for development of clip-on nameplates for<br />
branding equipment (Either the Distributor or Dealer will be responsible for all<br />
<strong>cost</strong>s associated with labels and decals.)<br />
• Generic, two-page literature templates containing basic product information<br />
(electronic files that can be customized)<br />
Program qualIFIcatIon<br />
Interested Dealers will be considered for the <strong>Goodman</strong> Private Label Program on a<br />
case-by-case basis. However, to participate in the Program, Dealers must agree to the<br />
following:<br />
• All products sold under this private label for the next three years will be <strong>Goodman</strong>-<br />
produced product.<br />
• They will sign and abide by <strong>Goodman</strong>’s Private Label Supply Agreement.<br />
• They will submit their proposed private label logo to Gary Clark, Senior Vice<br />
President of Marketing, for review and approval before affixing the brand to <strong>Goodman</strong><br />
equipment.<br />
• They will continue to reference the <strong>Goodman</strong>-specified model number, allowing<br />
contractors to access <strong>Goodman</strong>-generated ARI rating data for the products.<br />
• They will agree not to alter the product in any way other than to remove the <strong>Goodman</strong><br />
nameplate from the unit and replace it with the agreed-upon private label.<br />
• They will honor any warranties offered under the private label that extend<br />
beyond the term of the warranties offered by <strong>Goodman</strong>.<br />
stePs For enrollIng a dealer In the Program<br />
On average, this process takes between six and eight weeks to complete, including<br />
the development of the nameplates.<br />
1. Distributor determines that supporting a particular Dealer’s private label program<br />
is a good business opportunity. He reviews this opportunity with his Regional Sales<br />
Director (RSD).<br />
2. If the Distributor and RSD decide to take this opportunity, the Distributor then<br />
reviews the <strong>cost</strong>s of private labeling with the Dealer. These <strong>cost</strong>s include logo design,<br />
customized literature development and printing, and nameplate/decal production<br />
(see Private Label Nameplate Ordering Process), along with the specifics of the<br />
program, using the document entitled “<strong>Goodman</strong> Private Label Program: Program<br />
Specifics”. (These documents can be found on PartnerLink under <strong>Goodman</strong> Info/<br />
Private Label Program.)<br />
contact <strong>InFormatIon</strong><br />
prIvate laBel<br />
program<br />
denise Baldwin<br />
5151 San Felipe, Suite 500<br />
Houston, TX 77056<br />
713-861-2500 x5390 — Phone<br />
713-331-3275 — Fax<br />
denise.baldwin@goodmanmfg.com<br />
Miscellaneous Legal<br />
Outside of honoring its contractual agreements,<br />
<strong>Goodman</strong> reserves the right to discontinue<br />
its Private Label Program at any<br />
time and to refuse the sale of any <strong>Goodman</strong>manufactured<br />
product for use in a private<br />
label program.<br />
www.goodmanmfg.com
prIvate laBel<br />
program<br />
www.goodmanmfg.com<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
3. If the Dealer agrees to the <strong>cost</strong>s and specifics of the <strong>Goodman</strong> Private Label Program, he/she should then select a name<br />
and logo design to use as a “private label.” If the Dealer is developing a new logo, the graphic designer handling the<br />
development may want to consider the shape of the nameplates and decals used as part of the design process. The Dealer<br />
is responsible for ensuring that the brand name chosen does not violate any trademarks or copyrights. The United States<br />
Patent and Trademark Office provides information on this process at www.uspto.gov.<br />
4. Once the Dealer has selected a brand and has developed a logo, the Distributor or RSD should then contact Denise Baldwin<br />
to request a Private Label Agreement. Along with the request, the following information must be included:<br />
◊ Dealer’s Legal Name and Title<br />
◊ Dealer’s Company’s Name<br />
◊ Address of the Company’s Corporate Office<br />
◊ Phone and Fax Number of the Corporate Office<br />
5. Two copies of the <strong>Goodman</strong> Private Label Agreement will be forwarded to the TSM for execution by the Dealer. Once the<br />
agreements have been signed, the Distributor or RSD will return the two signed originals of the agreement to Denise Baldwin,<br />
along with a full-color printout of the Dealer’s private label logo.<br />
◊ If the Dealer wishes to suggest any changes to the agreement, these changes must be sent to Denise Baldwin for review<br />
and legal approval.<br />
◊ Agreements that have been modified in the field without legal approval will not be accepted.<br />
6. The Agreement and logo will be presented to Gary Clark, Senior Vice President of Marketing, for review. Once he has approved<br />
the logo and executed the agreements, an original will be returned to the Dealer, with a copy sent to the Distributor.<br />
From this point, either the Dealer or the Distributor can work with the nameplate vendor and graphic artists/printers to customize<br />
these materials and have them produced. Field sales personnel (<strong>Goodman</strong>’s and the Distributor’s) will be responsible for ensuring<br />
that Dealers comply with the Private Label Supply Agreement.<br />
If you have any questions about the program, you may contact Denise Baldwin at 713-861-2500, x 5390.
2012 <strong>Goodman</strong> ® Distributor Manual<br />
PurPose<br />
• To assist in the recruiting of prospective Dealers<br />
• To help build strong, long-term relationships between the Dealer, the Distributor<br />
and <strong>Goodman</strong> personnel, as well as Dealer loyalty to the <strong>Goodman</strong> brand<br />
Factory tyPes & elIgIbIlIty<br />
• Millionaires’ Club: aimed at contractors purchasing more than $200K in equipment<br />
and we get less than 10% of their business. This meeting will be held in<br />
Houston three times a year.<br />
• Houston Dealer: aimed at existing, new, or prospective dealers with whom we<br />
have at least a $50k potential growth in equipment purchases.<br />
• Fayetteville Commercial: aimed at primarily commercial contractors to promote<br />
our commercial growth.<br />
• Houston VIP: conducted on a case-by-case basis. VIP Dealer must have greater<br />
than $1M in potential business.<br />
sIze oF meetIngs<br />
• Millionaires’ Club is between 150 and 200 Dealers.<br />
• Houston Dealer meetings are limited to groups of 30-50 Dealers and Distributors.<br />
• Fayetteville Commercial meetings will hold 30-50 Dealers and Distributors.<br />
• Houston VIP meetings will be on a case-by-case basis.<br />
• One Distributor host allowed per 10 Dealers; we reserve the right to charge for<br />
additional hosts.<br />
• One person per Dealership unless pre-approved by VP of Sales Support and subject<br />
to an additional charge for the Distributor.<br />
• Spouses are discouraged and will be subject to an additional charge for the Distributor.<br />
tour dates<br />
• The tour calendar is released 2 to 3 months prior to the Spring or Fall tour season.<br />
Dates will be pre-selected for you. A Distributor can request a date to be added or<br />
changed if he anticipates at least 30 Dealers to participate.<br />
• Typically, meetings are scheduled as a two-day (one-night) visit. If there is a<br />
request for an additional night stay due to travel distance, approval must be<br />
obtained from the VP of Sales Support.<br />
• Visits will not be scheduled during holidays, during weeks when a significant number<br />
of Houston personnel are not available (i.e., during trade shows, sales meetings,<br />
etc.) or during the HOT summer months of June, July, and August. (Please remember<br />
that the factories are not air-conditioned.)<br />
schedulIng a dealer tour<br />
• Contact your Regional Sales Director, who will coordinate your visit with Mary<br />
Alice Ethridge (maryalice.ethridge@goodmanmfg.com or 713-861-2500 x5217) to<br />
discuss available dates and schedule Dealer tours.<br />
• Reservations for tours are accepted on a first-come, first-serve basis.<br />
PartIcIPatIon<br />
• <strong>Goodman</strong>: 100% land <strong>cost</strong>s (transportation to/from Houston airports, hotel,<br />
scheduled meals, transportation to/from factory) not including incidentals<br />
• Distributor: 100% transportation to and from Houston, plus miscellaneous <strong>cost</strong>s<br />
• Transportation and/or miscellaneous <strong>cost</strong>s are pre-approved for reimbursement<br />
against Bank Funds when used according to Bank program guidelines<br />
• Distributors are required to send each month to their Regional Sales Director a<br />
month-over-month sales comparison for the twelve months following the scheduled<br />
tour date. Distributors who do not provide reports may be ineligible for future<br />
tours.<br />
documentatIon<br />
Claims against Bank Funds must be supported by proof of performance, such as: debit<br />
memo, paid transportation and miscellaneous invoices, and names of all attendees<br />
contact your regIonal sales dIrector For a lIstIng oF avaIlable Factory tour dates.<br />
contact <strong>InFormatIon</strong><br />
Mary alice ethridge<br />
713-861-2500, x5217<br />
maryalice.ethridge@<br />
goodmanmfg.com<br />
FaCtory<br />
tours<br />
tyPIcal agenda<br />
day 1<br />
11:00–11:30 Depart Hotel for<br />
Factory Tour<br />
11:30–12:00 Lunch<br />
12:00–4:00 Tour Cooling Plant,<br />
Heating Factory,<br />
Engineering &<br />
Testing Lab, HLC<br />
4:30–5:00 Transit to Hotel<br />
6:00 Dinner and Cocktails<br />
day 2<br />
7:00–8:00 Breakfast<br />
8:00–Noon Business Meeting &<br />
Presentations<br />
12:30 Lunch & Q & A<br />
1:00 Depart for Airport<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
dIsPute resolutIon<br />
<strong>Goodman</strong> will continue to make every effort to provide appropriate packaging for<br />
its products, choose reliable carriers for shipment, and devote special attention<br />
to proper loading of equipment. However, when problems are encountered, the<br />
Distributor/<strong>customer</strong> is required to accept the delivery, unload the equipment and/or<br />
service parts, and follow these procedures for account adjustments. This also applied<br />
to product shipped via LTL or truckload carriers direct to a <strong>customer</strong>.<br />
Logistics Feedback Process<br />
Overage/Shortage/Damage<br />
(OS&D): See Freight Policy<br />
Important: See more<br />
details on the Logistics<br />
Feedback Form (sent with<br />
all shipments).<br />
three easy Ways to<br />
submIt dIsPutes<br />
contact goodman WIthIn 48 hours<br />
Who to contact<br />
Various Disputes<br />
CSR Process<br />
RMA Disputes Only<br />
See Fulfillment Policy<br />
& Parts Policy<br />
Important: You must<br />
enclose or attach the<br />
RMA Form with your<br />
return; otherwise,<br />
credit will not be<br />
issued.<br />
Credit Analyst Process<br />
Incorrect Pricing:<br />
See Section I<br />
Duplicate Billing:<br />
See Section II<br />
No-Charge Items:<br />
See Section III<br />
Extended Warranty<br />
Disputes:<br />
See Section IV<br />
I: PrIcIng<br />
An explanation of any pricing issues, including a copy of the applicable <strong>Goodman</strong><br />
invoice and purchase order, must accompany claims involving incorrect pricing. Your<br />
claim must be received in Houston within 30 days from the date of the invoice. Claims<br />
received beyond the specified time will be denied.<br />
II: duPlIcate bIllIngs<br />
Provide respective invoice numbers, serial numbers, and model number (if applicable).<br />
III: no -charge Items<br />
Email confirmation of no charge items. Include supporting documentation and<br />
respective invoice number(s).<br />
CredIt polICy:<br />
dIspute<br />
resolutIon<br />
contact <strong>InFormatIon</strong><br />
wesley Fish<br />
713-263-5350 — Phone<br />
713-602-3277 — Fax<br />
wesley.fish@goodmanmfg.com<br />
acronyms used In thIs sectIon<br />
AAA = Account Adjustment<br />
Authorization<br />
BOL = Bill of Lading<br />
CSR = Customer Service<br />
Representative<br />
LTL = Less-than-Truckload<br />
RMA = Return Material<br />
Authorization Form<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
consIgnment terms<br />
Since the roll-out of the web-based Bonded Reporting Systems (BRS), we have<br />
implemented many enhancements based on feedback from our <strong>customer</strong>s. We will<br />
continue to address any issues and concerns you may have to make the system more<br />
efficient and easy to use. We have been asked by our <strong>customer</strong>s to restate the BRS<br />
policy and reporting requirements.<br />
Timely reporting is a critical factor in the success of the BRS. To ensure its effectiveness,<br />
we ask that you adhere to the timeliness in our reporting policy. The reporting<br />
policy is as follows:<br />
• Sales and Receipts are reported weekly—at a minimum.<br />
• Month-end sales are reported by 12:00 noon on the 5th business day of the<br />
following month.<br />
We thank the many Distributors for embracing the system, reporting on time and accurately,<br />
and for supporting our goal to be a world-class, <strong>customer</strong>-focused organization.<br />
coolIng equIPment<br />
Payment due For all coolIng equIPment released<br />
Payment at 100% release value is due on the 10th of the month following the release.<br />
Warehouse Factory shIPments From 09/01/11 through 08/31/12<br />
• Payment due for unreleased cooling equipment: 12/31/12.<br />
• Distributor may elect to pay a 2% fee by 01/10/13 to extend payment date to<br />
05/31/13, at which time payment is due in full.<br />
gas Furnaces<br />
Payment due For all Furnaces released<br />
Payment at 100% release value is due on the 10th of the month following the release.<br />
Warehouse Factory shIPments From 04/01/11 through 03/31/12<br />
• Payment due for unreleased furnaces: 07/31/12.<br />
• Distributor may elect to pay a 2% fee by 08/10/12 to extend payment date to<br />
12/31/12, at which time payment is due in full.<br />
notes<br />
• A 2% fee does not reduce the Distributor’s balance due on unreleased equipment.<br />
• Distributors agree to pay a 20% handling fee plus freight <strong>cost</strong> on unreleased equipment<br />
they elect to return.<br />
◊ Cooling equipment must be returned by 09/30/12 to be eligible.<br />
◊ Furnaces must be returned by 04/30/12 to be eligible.<br />
CredIt polICy:<br />
ConsIgnment<br />
data rePortIng contacts<br />
wesley Fish<br />
713-861-2500, x5350<br />
Mike olszewski<br />
713-861-2500, x5380<br />
Miscellaneous Legal<br />
Distributor acknowledges that all consigned<br />
products shipped to Distributor<br />
under the Bonded Program shall remain<br />
the sole property of <strong>Goodman</strong> until<br />
Distributor obtains a release of the products<br />
from the Distributor’s bonded warehouse<br />
agent. <strong>Goodman</strong> may, at any time<br />
in its sole discretion, revoke the consignment<br />
of any products previously delivered<br />
to a Distributor’s bonded warehouse and<br />
upon such a revocation, <strong>Goodman</strong> shall be<br />
entitled to retake physical possession of<br />
any such products.<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
PurPose<br />
• To administer compensation for warranty and GoodCare® reimbursement on<br />
<strong>Goodman</strong> brand products according to the terms and conditions of the product<br />
warranty and GoodCare agreement<br />
• <strong>Goodman</strong> parts may be sold only to licensed or certified heating and air conditioning<br />
technicians<br />
standard Product Warranty overvIeW<br />
• <strong>Goodman</strong> provides a limited parts warranty on all heating and cooling products.<br />
• The effective date of the warranty is the date the Consumer purchases the product,<br />
and only applies to the original installation. Under certain strictly controlled<br />
conditions, <strong>Goodman</strong> may agree to an alternative effective date.<br />
• Customer proof-of-installation at a new residence can be one of several documents:<br />
utility start-up documents, occupancy permit, Distributor and/or Dealer<br />
Invoice, or closing papers showing date of ownership. (Loan papers will not be<br />
accepted.)<br />
• Warranty reimbursement will be made according to the product warranty certificates<br />
that are shipped with the manufactured units.<br />
• At the time of installation, the Dealer should present the warranty certificate to<br />
the homeowner, explain the warranty coverage, and answer any questions. The<br />
homeowner should keep the warranty certificate, with the bill of sale, in a safe<br />
place for future reference.<br />
Product regIstratIon<br />
• Product registration is permitted only online at www.goodmanmfg.com or www.<br />
amana-hac.com.<br />
• All products must be registered online within 60 days of installation for the limited<br />
10-year parts warranty for the original homeowner and applicable limited lifetime<br />
product warranties.<br />
• Product registration is not required for installations in California or Quebec.<br />
electronIc Warranty submIssIon<br />
Filing warranty claims via the online warranty processing system website expedites<br />
the issuance of warranty credits and significantly reduces the volume of paper<br />
associated with warranty processing. The online claim form does not follow the format<br />
of the paper warranty claim form (RF000007) but requires the same information. All<br />
warranty types (Part, Product, Extended Warranty, Unit Exchange and Special Labor<br />
Allowance can be submitted via the online warranty processing system (see Special<br />
Labor Allowance Program section). A Distributor must have log-in access in order to<br />
submit claim requests. Contact the Warranty Administration group if you need assistance.<br />
The advantages of filing claims electronically:<br />
• Most electronic claims will be processed within one business day. The exceptions<br />
are Unit Exchanges, Concessions, and Special Labor, which require review and<br />
additional documentation. Credits are posted to your account usually within 7-10<br />
business days.<br />
• You will be notified immediately of approval or denial and of any electronic claims<br />
that contain incomplete or missing information. The claim can be saved until you<br />
have the correct information, at which time it can be submitted.<br />
• It is critically important that Distributors maintain Dealer mailing information<br />
as well as email addresses in the online warranty processing system. Checks are<br />
mailed to the address in the system.<br />
contact <strong>InFormatIon</strong><br />
warranty<br />
polICy<br />
goodMan warranty dePt.<br />
7401 Security Way<br />
Houston, TX 77040<br />
877-688-9191<br />
Option 1: Standard Warranty<br />
Option 2: Extended Warranty<br />
Option 3: Product Registration<br />
713-586-8096 — Fast Fax<br />
warrantyclaims@goodmanmfg.com<br />
goodMan consuMer aFFairs<br />
7401 Security Way<br />
Houston, TX 77040<br />
877-254-4729<br />
Customerservice@<strong>Goodman</strong>mfg.com<br />
goodMan helPdesk<br />
713-861-2500, x5400<br />
goodMan weBsite<br />
www.goodmanmfg.com<br />
goodcare® registration<br />
713-863-5334 — Phone<br />
713-331-3275 — Fax<br />
warranty questions or issues<br />
warranty.issues@goodmanmfg.com<br />
www.goodmanmfg.com
warranty<br />
polICy<br />
www.goodmanmfg.com<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
• Distributors should maintain current employee user’s access to the online warranty processing system by deactivating<br />
former employees and creating log-ins for new employees.<br />
• Dealers can also file claims in the online warranty processing system thus reducing the amount of data entry required for<br />
claim submission. Distributors must review each Dealer-submitted claim before credit will be issued. IRS form W-9 may be<br />
required for labor payments. (See the Taxes section below.)<br />
electronIc submIssIon oF evaPorator coIl claIms<br />
Claims for the replacement of serialized coils must be filed using the claim type “Unit Exchange” in the online warranty processing<br />
system. Both failed and replacement model and serial numbers must be provided. The replacement coil will assume<br />
the remaining warranty period of the original coil.<br />
Parts Warranty PolIcy<br />
In-warranty parts, replacement part credits, and part exchanges will be handled through the Distributor from whom the parts<br />
were purchased. Parts replaced in a unit covered by the manufacturer’s warranty do not carry any additional coverage beyond<br />
the expiration of the original product warranty.<br />
Parts replaced under GoodCare terms are not required to be returned and may be field-scrapped by the servicer. GoodCare<br />
parts reimbursement will be issued directly to the servicer at the <strong>Goodman</strong>-suggested list price of the part at the time of the<br />
homeowner’s request for service. The suggested list price can be found in the Good Parts section of PartnerLink. Other special<br />
programs are handled under the terms of the specific program.<br />
From time to time, <strong>Goodman</strong> may require selected parts to be returned for quality analysis. Notification is displayed in the<br />
online warranty processing system where a packing list can be printed when parts are required to be returned for credit. A<br />
list of the selected parts is available in the My News section of the online warranty processing system. Other parts should be<br />
held until the claim is approved.<br />
rePlacement Parts Warranty<br />
• Replacement parts installed within the product warranty period are warranted for the remainder of the part coverage<br />
under the original product warranty. Parts replaced outside the product warranty are warranted to be free from defects in<br />
material or workmanship for a period of one year from the date of purchase.<br />
• The homeowner is responsible for providing proof of the part installation by providing a bill of sale, copy of service order,<br />
or parts receipt to <strong>Goodman</strong>.<br />
• <strong>Goodman</strong>’s responsibility is limited to reimbursing the Distributor for the <strong>cost</strong> of replacement parts. Expenses such as<br />
labor, shipping charges, etc., will be the responsibility of the homeowner.<br />
rePlacement Parts (For out-oF-Warranty unIts)<br />
• The warranty on compressors and service parts purchased outside of the product warranty is one year from the date of<br />
installation.<br />
• The invoice number of the original parts invoice to the Dealer must be furnished when submitting a 12-month parts<br />
warranty claim. Twelve-month part warranty claims are restricted to parts sold and/or installed and does not apply to selfdamaged<br />
products.<br />
• Replacement components installed within the product warranty period is warranted for the remainder of the component<br />
coverage under the original product warranty. Parts replaced outside the product warranty are warranted to be free from<br />
defects in material or workmanship for a period of one year from the date of purchase.<br />
• Complete homeowner information, including telephone number, is required for all 12-month parts warranty claims.<br />
• The homeowner is responsible for providing proof of the parts installation by providing a bill of sale, copy of service order,<br />
or parts receipt to <strong>Goodman</strong>.<br />
• <strong>Goodman</strong>’s responsibility is limited to reimbursing the Distributor for the <strong>cost</strong> of the replacement part. Expenses such as<br />
labor, shipping charges, etc., will be the responsibility of the homeowner<br />
FreIght PolIcy For returned Parts<br />
• A freight allowance is paid on all parts returned for quality analysis. The parts should be returned to the facility listed on<br />
the packing list. A 20% handling charge will be assessed on parts returned to <strong>Goodman</strong> that should have been:<br />
◊ field-scrapped,
2012 <strong>Goodman</strong> ® Distributor Manual<br />
◊ have incomplete or illegible warranty claim information, and/or<br />
◊ received damage due to improper packaging.<br />
• Distributor is responsible for freight charges on full warranted parts shipped to/from the Dealer or servicer.<br />
warranty<br />
polICy<br />
Product accessorIes<br />
• All product accessories, including thermostats, are warranted for one year from the date of installation (parts only).<br />
• The original product accessory invoice given to the homeowner must be furnished as documentation when applying for<br />
in-warranty replacement credit.<br />
• When an in-warranty accessory must be replaced, that replacement is warranted only for the remaining balance of the<br />
original failed accessory.<br />
sealed-system rePaIr requIrements<br />
• The filter dryer/strainer must be replaced any time a sealed system is opened for component replacement or leak repair.<br />
Therefore, consider the filter dryer/strainer as having the same warranty coverage as the component being replaced.<br />
When needed, a suction line filter dryer should be added to further protect the system; therefore, it too would be covered<br />
by the warranty.<br />
• For full-warranted products or GoodCare claims, when two or more of the refrigerant system components need replacement<br />
at the same time, only the larger applicable labor allowance will be provided.<br />
sealed-system reFrIgerant caPture<br />
• The allowance to handle refrigerant capture on a sealed system repair on warranted products, project codes for sealed system<br />
repair, and GoodCare claims is $50.00 and $15.00 for PTAC repairs. The refrigerant allowance is $50.00 for all systems.<br />
These rates are based on the average time required to handle and install the recovery unit itself. It is not intended to cover<br />
the actual time used in the recovery process, which is equivalent to, or less than, the normal time previously required to<br />
properly and safely bleed off the refrigerant charge. If additional time is required for recovery over and above the normal<br />
bleed-off time, a number of variable factors may be the cause. These include such factors as recovery equipment capacity/<br />
capability, technician experience with the equipment, size of hoses used, system restrictions (valve cores), etc.<br />
• The current Class C, D, and E, and G rates (system repair and for compressor replacement service) are considered sufficient<br />
to cover the average <strong>total</strong> time required, including refrigerant recovery time.<br />
• For sealed system repairs, the servicer will receive labor reimbursement, (Class C, D, or E) refrigerant reimbursement, and<br />
applicable parts reimbursement. Filters and TXV valves are covered by the Class G rate.<br />
Warranty claIms<br />
• Do not return any parts to <strong>Goodman</strong> except as described below in the Parts Return Analysis section. The Distributor is<br />
responsible for performing warranty validation and audit functions before processing warranty claims to the factory,<br />
including providing all required information.<br />
• Warranty claims by Dealers should be validated carefully before credit or replacement is issued.<br />
◊ Check the warranty claim thoroughly to be sure all requested information is provided. Warranty claims for any items<br />
with missing information will be denied.<br />
◊ Check the part number on the warranty claim against part number of the defective part. If there is a discrepancy, check<br />
the unit model number. If the part received is not used on the unit model as indicated on the warranty claim, do not<br />
accept the part.<br />
◊ Verify the vendor date code on the defective part to determine the age of the part and manufacture date of the unit.<br />
• Compressor serial numbers are validated electronically with the vendor. It is important to enter the correct compressor<br />
model and serial number on each claim. Claims with Invalid serial numbers will be rejected.<br />
• Amount of credit will be issued at Distributor price of the replacement part(s) in effect at the time of failure.<br />
• Any parts received in the Warranty Dept. will be returned FREIGHT COLLECT to the sender (see Parts Return Analysis<br />
section for exceptions).<br />
• The warranty period is not extended by repair or replacement of any component under the terms of the warranty. Any<br />
replacement part provided through <strong>Goodman</strong> will be warranted only for the remaining effective period of the original<br />
product warranty.<br />
www.goodmanmfg.com
warranty<br />
polICy<br />
www.goodmanmfg.com<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
• Date of original installation is defined as the time when the unit is placed, wired, piped, and in operating condition.<br />
• Warranty claims must be filed with <strong>Goodman</strong> within 45 days of fail date. If <strong>Goodman</strong> receives claims beyond the specified<br />
time limit, credit may be denied.<br />
• The Distributor should instruct Dealers that all failed parts are to be returned to the Distributor. The Dealer is not to return<br />
parts to <strong>Goodman</strong>, and parts should not be given to the homeowner to return to <strong>Goodman</strong>.<br />
consumer/dIstrIbutor audIt Program<br />
consumer<br />
<strong>Goodman</strong>, at its discretion, will randomly survey homeowners who have had product repair(s). The consumer will be contacted<br />
directly and asked to respond to questions on the type and quality of service. Should the results of the survey indicate poor<br />
service quality or any other concerns with the servicer, the survey results will be forwarded to <strong>Goodman</strong>’s Technical Services<br />
Department. Technical Services personnel will discuss the results with the Distributor and determine appropriate action and/<br />
or training required for the servicer.<br />
dIstrIbutor<br />
<strong>Goodman</strong>, at its discretion, may audit warranty claims and may solicit additional information including the dealer invoice for<br />
warranty parts.<br />
Note: If a fraudulent claim was filed, <strong>Goodman</strong> reserves the right to pursue legal actions.<br />
Federal laW requIrements*<br />
• <strong>Goodman</strong> must issue 1099 information returns to all servicers who are not corporations and receive more than $600.00<br />
per year in payments from <strong>Goodman</strong>.<br />
• A social security number or a Taxpayer Identification number must be provided before processing checks for any company<br />
or individual.<br />
• Payment information for labor and parts will be accumulated and reported to the servicer and to the Internal Revenue<br />
Service under the taxpayer identification number provided by the servicer.<br />
* These requirements do not apply to authorized servicers whose businesses are corporations.<br />
Products sold on the Internet<br />
No warranty is offered on <strong>Goodman</strong> brand equipment purchased by consumers over the Internet, including web-based auctions,<br />
telephone, or other electronic means, unless the seller is also the installing contractor.<br />
extended Warranty ProcessIng<br />
If the standard warranty has expired and an extended warranty is in force, Distributors should file claims for parts using the<br />
Distributor or Dealer online warranty processing system ID in the “Submitting for” field when “exchanging” parts with Dealer.<br />
In this case, “part” credit will be applied to the Distributor’s parts account.<br />
If the Dealer files the claim online, the part may be field-scrapped unless required to return the part for analysis. Part reimbursement<br />
will be issued directly to the servicer at the <strong>Goodman</strong>-suggested list price of the part plus ‘part mark-up’ at the<br />
time of the homeowner’s request for service. Other special programs are handled under the terms of the specific program.<br />
unIt rePlacement WarrantIes<br />
To qualify for the lifetime unit replacement warranty in the event of a compressor or heat exchanger failure, the unit must be:<br />
• Located in a single family residence<br />
• Registered by the homeowner within 60 days of installation on the <strong>Goodman</strong> website (www.goodmanmfg.com) or the<br />
Amana website (www.amana-hac.com)<br />
• Installed with a properly matched new indoor coil or air handler.<br />
• Distributor must complete an HVAC Request Form for Unit Exchange, for all in-warranty unit exchange claims. The HVAC<br />
Request form can be sent via fax to 713-655-5860, or electronically to WarrantyHVACRequests@goodmanmfg.com for<br />
approval. The approved form will be returned to the Distributor within one business day. Attach a copy of the approved<br />
HVAC request form, test data information, and a copy of the failed unit serial plate to the Unit Exchange Claim submitted<br />
through the online warranty processing system. Failure to include this information will delay the claim approval process.
2012 <strong>Goodman</strong> ® Distributor Manual<br />
warranty<br />
polICy<br />
This claim must be filed as warranty type Unit Exchange, providing the replaced model and serial number. List the compressor<br />
model and serial number in the “Service Performed” field (not in the “Part Detail” field). The unit’s rating plate and the<br />
compressor serial plate may be attached to the claim in the online warranty processing system. If the claim requires additional<br />
information, an email will be sent to the submitter of the claim. The claim status can be reviewed in the online warranty processing<br />
system.<br />
qualIty InsPectIon return<br />
Contact Technical Services, Engineering, or the Reliability Laboratory to arrange for the return of any unit for inspection and<br />
evaluation. A warranty credit will be issued to the Distributor if the unit is determined to be defective. If the inspection reveals<br />
no fault, the Distributor has the option to have the unit returned at the Distributors expense or scrapped. The Distributor will<br />
be notified if no fault is found. The Distributor should file a claim as a unit exchange as described above.<br />
Parts return analysIs<br />
To reduce the incident rate and improve the overall quality of <strong>Goodman</strong> products, we will periodically request the return of<br />
certain parts for analysis. The user entering the claim will be notified if they have keyed in a part number on the required<br />
return list. A list of these parts can be found in the My News section of the online warranty processing system. Shipping<br />
instructions will be provided for the return of these parts to the appropriate analysis facility. The Distributor will receive a<br />
freight allowance for each part returned from the list.<br />
labor Warranty PolIcy<br />
• GoodCare Extended Service labor will be handled directly with <strong>Goodman</strong>.<br />
• Labor for other special programs will be handled under the terms of the specific program.<br />
• For repeat service, the authorized servicer is responsible for providing the labor <strong>cost</strong>s on a service call that occurs within<br />
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<br />
period may be in order.<br />
• When labor reimbursement is to be paid, send Copy 2 of the claim form to the <strong>Goodman</strong> Warranty Dept.<br />
• Use the Labor Rate Schedule for GoodCare as a guide for Dealer payments.<br />
• Policies for PTAC and RAC units only:<br />
◊ Claims for in-warranty labor may be filed in the online warranty processing system. Dealers must have access to the<br />
system and claims should be filed on their behalf.<br />
◊ Labor allowance for in-warranty service and GoodCare Extended Service will be calculated using the service class rates<br />
as outlined in the Authorized Service Agreement and the labor payment schedule for the product.<br />
sPecIal FIeld reWork Programs<br />
• <strong>Goodman</strong> may issue specific instructions for conducting product inspections or repair in the field should it become necessary.<br />
Instructions may vary from the current established policies and procedures.<br />
• The Distributor is responsible to ensure special program procedures are followed and completed for all units involved.<br />
Note: No exchange allowance is given to the Distributor unless specifically stated on the authorization or as part of a<br />
special program.<br />
taxes<br />
mandatory 20% Federal Income tax WIthholdIng<br />
Servicers (that are not corporations and for which a taxpayer identification number is not on file) will be subject to a mandatory<br />
20% Federal Income Tax withholding on labor and part reimbursements for in-warranty labor, GoodCare parts/labor, and<br />
unit exchanges.<br />
sales tax<br />
Sales tax reimbursement for in-warranty parts is issued at the time of credit processing for parts. Sales tax reimbursement is<br />
based on state and/or local regulations covering taxability of parts used under a manufacturer’s warranty. Sales tax credit is<br />
issued only if tax was charged at the time of part purchase.<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
PurPose<br />
To provide Distributors with funding to assist Dealers with the <strong>cost</strong> of repair or<br />
replacement of a <strong>Goodman</strong> product outside the scope of standard warranty coverage.<br />
The Special Labor Allowance (SLA) Program is intended for use in situations where<br />
labor or product reimbursement is deemed appropriate and is not otherwise<br />
provided by any standard or applicable extended warranty.<br />
methods<br />
• Authorization for use of these funds to reimburse a Dealer is at the discretion of<br />
the Distributor.<br />
• This program may be used to cover expenses incurred in the event of a unit failure<br />
within the first 30 days of operation (see DOA Policy).<br />
• This program may be used to cover Distributor reimbursement for <strong>Goodman</strong>-<br />
referred <strong>customer</strong> product complaints.<br />
• <strong>Goodman</strong> reserves the right to debit the Distributor’s SLA fund in order to settle a<br />
contractor or consumer complaint.<br />
• Claims under the SLA Program are intended to reimburse for actual <strong>cost</strong>s incurred<br />
and not for the Dealer’s <strong>cost</strong>-plus profit.<br />
• Reimbursements are not intended to cover freight or handling damage.<br />
• This fund is set up to cover future <strong>customer</strong> problems; therefore, the Distributor<br />
has no claim to any accumulated funds in the event that <strong>Goodman</strong>’s relationship<br />
with the Distributor is terminated for any reason.<br />
• Use the GoodCare labor rate schedule as a guide for Dealer reimbursement.<br />
account FundIng<br />
• <strong>Goodman</strong> will calculate the balance of the Distributor’s SLA fund using the Distributor’s<br />
calculated balance based on purchased product. At the beginning of each<br />
week, <strong>Goodman</strong> will add an accrual amount based on the Distributor’s previous<br />
week’s purchases to the Distributor’s SLA balance. At the same time, <strong>Goodman</strong><br />
will subtract from the balance the impact of claims that were debited against the<br />
account during the previous week..<br />
• Any claims not covered by standard warranty or that have not been expressly<br />
discussed in a bulletin from <strong>Goodman</strong> Tech Services will be applied to the SLA program<br />
if the SLA fund balance is positive. This includes the exchange of DOA units.<br />
• Upon request, the <strong>Goodman</strong> Warranty department will provide the current account<br />
balance to the Distributor. This information is also available online at our<br />
PartnerLink site.<br />
claIms ProcessIng<br />
• Only Distributors may file SLA claims in the online warranty processing system.<br />
Select warranty type “Epidemic” and authorization code 8530. Dealers/Contractors<br />
do not have access for SLA requests.<br />
◊ Fully document the reason for the request for SLA in the “Service Performed”<br />
and “Comment” sections.<br />
◊ Enter the requested labor amount.<br />
◊ The claim will be reviewed by the Warranty Department; if the claim is denied<br />
or additional information is required, an email will be sent to the person who<br />
submitted the claim.<br />
• Claims that are not sufficiently documented will be rejected and must be resubmitted<br />
for consideration.<br />
• Only one unit may be referenced per claim form. In the case of a unit exchange,<br />
warranty polICy:<br />
contact <strong>InFormatIon</strong><br />
speCIal laBor<br />
goodMan warranty dePt.<br />
7401 Security Way<br />
Houston, TX 77040<br />
713-586-8096 — Fast Fax<br />
allowanCe<br />
program<br />
www.goodmanmfg.com
warranty polICy:<br />
speCIal laBor<br />
allowanCe<br />
program<br />
contact <strong>InFormatIon</strong><br />
goodMan warranty dePt.<br />
7401 Security Way<br />
Houston, TX 77040<br />
Fast Fax: 713-586-8096<br />
consuMer aFFairs dePt.<br />
7401 Security Way<br />
Houston, TX 77040<br />
877-254-4729<br />
www.goodmanmfg.com<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
the form must include the replaced model and serial number. Claims must be submitted<br />
within 45 days of the fail date.<br />
• In all cases, claims will only be paid if the Distributor’s account has accrued sufficient<br />
funds to cover the <strong>cost</strong> of the SLA request.<br />
• SLA requests will be REJECTED if the Distributor’s account balance falls below zero.<br />
• All claims submitted must show the model number, serial number, and the failed<br />
part number, if applicable.<br />
doa PolIcy<br />
• Distributors should exhaust all options for repairing a DOA unit. The replacement<br />
parts for doing so will typically be covered by the standard warranty, and Distributors<br />
can use their SLA fund to cover the labor <strong>cost</strong>s associated with the repair.<br />
• If Distributors choose to replace a DOA unit and seek reimbursement, they can use<br />
their SLA fund to cover the <strong>cost</strong> of the replacement unit.<br />
• The Distributor is responsible for training authorized servicers on the proper procedures<br />
for completing and filing claim forms. The procedures for completing warranty,<br />
extended warranty, and ASURE claim forms are included in the following sections.<br />
• It is extremely important that the servicer be advised to provide all required<br />
information when completing claim forms. Claims will be returned unpaid if the<br />
required information is not included.
2012 <strong>Goodman</strong> ® Distributor Manual<br />
comPressor Warranty Parts dIsPosItIon<br />
The Dealer must return failed compressors to the Distributor along with a fully completed<br />
warranty claim form. It is the Distributor’s responsibility to determine if the<br />
compressor is under manufacturer’s warranty or solely under product warranty.<br />
See Appendix A for the serial number/date code breakdown. The Distributor also is<br />
required to ensure that all warranty claim paperwork is complete and accurate,<br />
including failed and replaced compressor serial numbers.<br />
coPeland comPressors<br />
sPecIal InstructIons<br />
Copeland Compressors are no longer referenced by a <strong>Goodman</strong> part number; i.e.,<br />
B9266…. The CR… and ZR… part numbers should be entered without dashes. CR30K6-<br />
PFV-960 should be entered as CR30K6PFV960.<br />
comPressors to return<br />
The <strong>Goodman</strong> compressor return programs have been revised. Distributors not participating<br />
in the mandatory return program may scrap all compressors after the claim<br />
has been approved in the online warranty processing system. Special Instructions<br />
have been communicated to those Distributors on the required return program regarding<br />
the identification and shipment of compressors required to be returned to<br />
<strong>Goodman</strong> or the manufacturer. In either case, it is not necessary to return the rating<br />
plate of an approved compressor claim to <strong>Goodman</strong>. If the compressor serial # is illegible,<br />
you may be required to provide additional documentation for approval.<br />
warranty polICy:<br />
Compressor parts<br />
contact <strong>InFormatIon</strong><br />
goodMan warranty dePt.<br />
7401 Security Way<br />
Houston, TX 77040<br />
Phone: 877-688-9191<br />
713-586-8096 — Fast Fax<br />
dIsposItIon<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
coPeland corPoratIon serIal # logIc<br />
The serial number stamped or printed on the compressor nameplate consists<br />
of nine characters.<br />
• The first three characters indicate the date of the manufacture (see Figure 1).<br />
• The first two numbers indicate the Year of Manufacture.<br />
• The first Letter “A” indicates the Month of Manufacture. (In the example<br />
on the right, the <strong>Manufacturing</strong> Date Code is March 2008.)<br />
• The next five character 0,E,0,0, and 1 are internal tracking information.<br />
• The last character (L) is the Plant of Manufacture.<br />
• Table 1 shows the corresponding letter for the months of the year<br />
08 C 0E001 L<br />
Y<br />
e<br />
a<br />
r<br />
coPeland namePlate<br />
M<br />
o<br />
n<br />
t<br />
h<br />
1 Alpha and<br />
4 Numeric<br />
Digits<br />
Figure 1<br />
Figure 2<br />
P<br />
l<br />
a<br />
n<br />
t<br />
warranty polICy:<br />
appendIx a<br />
Letter Month Letter Month<br />
A January G July<br />
B February H August<br />
C March I September<br />
D April J October<br />
E May K November<br />
F June L December<br />
Table 1<br />
Compressor Date Code Field-scrap as of:<br />
09A January-12<br />
09B February-12<br />
09C March-12<br />
09D April-12<br />
09E May-12<br />
09F June-12<br />
09G July-12<br />
09H August-12<br />
09I September-12<br />
09J October-12<br />
09K November-12<br />
09L December-12<br />
Table 2<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Warranty<br />
Policy:<br />
Distributor Manual<br />
aPPendix a Bristol Corporation serial # logiC<br />
sCroll Compressors<br />
The serial number stamped or printed on the compressor<br />
nameplate consists of 11 characters. The second, third,<br />
fourth, and fifth characters indicate the date of manufacture<br />
(see Figure 3).<br />
• The first character (S) indicates the compressor is of<br />
Scroll Technologies.<br />
• The second and third characters (3 and 7) indicate the<br />
Week of Manufacture (Date Code).<br />
• The fourth and fifth characters (0 and 2) indicate the Year<br />
of Manufacture.<br />
• The <strong>Manufacturing</strong> Date Code is week 37 of 2002, which<br />
is the week of Sept. 5 - 11, 2002.<br />
• The next character “K” indicates the State of Manufacture.<br />
• The last four characters “00001” indicates Internal<br />
Information.<br />
Figure 4<br />
www.goodmanmfg.com<br />
sCroll teChnologies (Bristol) nameplate<br />
S 37 0 2 K000<br />
Figure 3<br />
Internal Informa0on<br />
State of Manufacture<br />
Year of Produc0on<br />
Week of Produc0on<br />
Scroll Technologies<br />
Compressor Date Code Field-scrap as of:<br />
Weeks 19 - 22 10 January-12<br />
Weeks 23 - 26 10 February-12<br />
Weeks 27 - 31 10 March-12<br />
Weeks 32 - 35 10 April-12<br />
Weeks 36 - 39 10 May-12<br />
Weeks 40 - 44 10 June-12<br />
Weeks 45 - 48 10 July-12<br />
Weeks 49 - 52 10 August-12<br />
Weeks 1 - 5 11 September-12<br />
Weeks 6 - 9 11 October-12<br />
Weeks 10 - 13 11 November-12<br />
Weeks 14 - 18 11<br />
Table 3<br />
December-12
2012 <strong>Goodman</strong> ® Distributor Manual<br />
recIProcatIng comPressors<br />
(See Figure 6 and Table 4)<br />
• The first three characters (108) is April 18, the Date<br />
of Manufacture (Date Code).<br />
• The next two characters (02) is 2002, the Year of Manufacture.<br />
Therefore, in the example above, the <strong>Manufacturing</strong><br />
Date Code is April 18, 2002.<br />
• The sixth digit (2), which may be a 0 or a 2, indicates<br />
Bristol.<br />
• The next character (2), which may be a 0 or a 2,<br />
indicates Bristol.<br />
• The last five characters (00235) indicate Internal<br />
Information.<br />
Note: The month and day is determined by counting from<br />
Jan. 1. In the example above, if the first three characters<br />
were 035, the date would be Feb. 4, which is the 35th day<br />
into the year. When determining the month and day, it is<br />
important to determine the year of manufacture first and<br />
use that calendar year to count because of the leap year occurring<br />
every four years.<br />
brIstol namePlate<br />
brIstol corPoratIon (cont.)<br />
Figure 7<br />
108 02 2 200235<br />
Julian Date Month Julian Date Month<br />
001-031 Jan. 182-212 July<br />
032-059 Feb. 213-243 Aug.<br />
060-090 Mar. 244-273 Sept.<br />
091-120 Apr. 274-304 Oct.<br />
121-151 May 305-334 Nov.<br />
152-181 June 335-365 Dec.<br />
Table 4<br />
warranty<br />
polICy:<br />
appendIx a<br />
The first 5 digits are the Julian date of Manufacture<br />
Figure 6<br />
Figure 6<br />
Internal Informa8on<br />
0 or 2 indicates Brostol<br />
02 = 2002<br />
108 = April 18<br />
Compressor Date Code Field-scrap as of: Compressor Date Code Field-scrap as of:<br />
121 - 151 10 January-12 305 - 334 10 July-12<br />
152 - 181 10 February-12 335 - 365 10 August-12<br />
182 - 212 10 March-12 001 - 031 11 September-12<br />
213 - 243 10 April-12 032 - 059 11 October-12<br />
244 - 273 10 May-12 060 - 090 11 November-12<br />
274 - 304 10 June-12 091 - 120 11 December-12<br />
Table 5<br />
www.goodmanmfg.com
warranty<br />
polICy:<br />
appendIx a<br />
tecumseh corPoratIon serIal # logIc<br />
The serial number stamped or printed on the compressor<br />
nameplate consists of 13 characters. The first five characters<br />
indicate the date of manufacture (see Figure 8 and Table 6).<br />
Table 6 shows the corresponding letter for months of the year.<br />
• The first character (J) indicates the Month of Manufacture<br />
(Date Code).<br />
• The second and third characters (30) indicate the Day<br />
Manufacture.<br />
• The fourth and fifth characters (96) indicate the Year<br />
of Manufacture; therefore, in the example above, the<br />
<strong>Manufacturing</strong> Date Code is Sept. 30, 1996.<br />
• The following set of characters (223764) indicate the<br />
Serial Number.<br />
• The last two characters (TC) indicate Motor Information.<br />
tecumseh namePlate<br />
www.goodmanmfg.com<br />
Figure 9<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
J 30 96 6 2237 64<br />
Figure 8<br />
Figure 8<br />
TC<br />
Motor InformaDon<br />
Serial Number<br />
Year of Manufacture<br />
Day of Manufacture<br />
Month of Manufacture<br />
Letter Month Letter Month<br />
A January G July<br />
B February H August<br />
C March I September<br />
D April J October<br />
E May K November<br />
F June L December<br />
Table 6<br />
Compressor Date Code Field-scrap as of:<br />
E10 January-12<br />
F10 February-12<br />
G10 March-12<br />
H10 April-12<br />
I10 May-12<br />
J10 June-12<br />
K10 July-12<br />
L10 August-12<br />
A11 September-12<br />
B11 October-12<br />
C11 November-12<br />
D11<br />
Table 7<br />
December-12
2012 <strong>Goodman</strong> ® Distributor Manual<br />
LG ELEctronics namEpLatE<br />
Do not remove plates or field-scrap. The product must be returned to LGE Electronics.<br />
LG ELEctronics sEriaL numbEr GuidE<br />
Warranty<br />
Policy:<br />
aPPendix a<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
Copeland Field RetuRn MatRix<br />
warranty<br />
polICy:<br />
appendIx B<br />
Destination Plant Sidney, OH Rushville, IN Hartselle, AL<br />
Emerson Climate Technologies<br />
“Collect” Freight Carriers<br />
Emerson Climate Technologies, Inc.<br />
Warranty Lab<br />
1675 W Campbell Road<br />
Sidney, OH 45365<br />
Copeland Corporation LLC<br />
Plant 41-14<br />
310 E. Third Street<br />
Rushville, IN 46173<br />
CR Compressors LLC<br />
C/O Transfreight<br />
3220 Highway 31<br />
South Building K<br />
Decatur, AL 35601<br />
Serial # Letter Code D, E, C, G, L, M, N, S, T, Z, or Blank R B or H<br />
Illinois IL<br />
Indiana IN<br />
Michigan MI<br />
Kentucky KY<br />
Minnesota MN<br />
Missouri MO<br />
Wisconsin WI<br />
Ohio OH<br />
Delaware DE<br />
District of Columbia DC<br />
Maryland MD<br />
New Jersey NJ<br />
Pennsylvania PA<br />
Iowa IA<br />
Virginia VA<br />
West Virginia WV<br />
Connecticut CT<br />
Maine ME<br />
Massachusetts MA<br />
New Hampshire NH<br />
New York NY<br />
Rhode Island RI<br />
Vermont VT<br />
Roadway Express<br />
Idaho ID<br />
Oregon OR<br />
Washington WA<br />
Colorado CO<br />
Kansas KS<br />
Florida FL<br />
Utah UT<br />
Nebraska NE<br />
Arkansas AR<br />
Louisiana LA<br />
New Mexico NM<br />
Oklahoma OK<br />
Texas TX<br />
Arizona AZ<br />
California CA<br />
Nevada NV<br />
Alabama AL<br />
Georgia GA<br />
Mississippi MS<br />
North Carolina NC<br />
South Carolina SC<br />
Tennessee TN<br />
Montana MT<br />
North Dakota ND<br />
South Dakota SD<br />
Wyoming WY<br />
Alaska AK<br />
Field Returns: call for routing instructions<br />
Guam GU<br />
Hawaii HI<br />
Puerto Rico PR<br />
Virgin Islands VI<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
goodCare ®<br />
extended<br />
servICe plan<br />
PurPose<br />
To provide optional extended parts and labor coverage on <strong>Goodman</strong> brand equipment that will help our Dealers add value<br />
to the <strong>Goodman</strong> products they sell.<br />
overvIeW<br />
The GoodCare® Extended Service Plan provides labor coverage, extended parts coverage, and limited unit replacement<br />
coverage for an affordable price. Designed to complement <strong>Goodman</strong>’s standard manufacturer’s warranties, there is an<br />
extended service option available to fit every consumer’s need and every consumer’s budget. GoodCare is available with<br />
respect to residential Installations of <strong>Goodman</strong> single-phase products through five tons. Three-phase products are not subject<br />
to GoodCare Extended Service coverage. All coverage begins the 31st day after the date of unit installation.<br />
Contracts sold on equipment installed in the states of Florida, Oklahoma, South Carolina, and Washington are offered<br />
through AsureCare℠ Corp.<br />
coverage oPtIons Include<br />
10-year Parts, labor and 5-year lImIted unIt rePlacement coverage<br />
Provides labor to repair or replace all <strong>Goodman</strong> parts that fail under normal use and service due to a manufacturer’s defect<br />
in material or workmanship. Parts coverage is provided under the terms and conditions of the manufacturer’s standard<br />
product warranty. If a part fails outside of the coverage period of the manufacturer’s standard product warranty, the part<br />
will be replaced at no <strong>cost</strong> to the product owner under the terms and for the duration of the extended warranty agreement<br />
(the “Agreement”). In the event of a compressor or heat exchanger failure in the first five years of ownership, we<br />
will replace the failed product with a new equivalent <strong>Goodman</strong> unit. If a compressor or heat exchanger failure occurs in<br />
the sixth through tenth year, the homeowner has the option of having the unit repaired or receiving a $500 rebate toward<br />
the purchase and installation of a new <strong>Goodman</strong> unit. For unit replacement, coverage will transfer to the new unit for the<br />
remaining duration of the Agreement.<br />
10-year Parts and labor coverage<br />
Provides labor to repair or replace all <strong>Goodman</strong> parts that fail under normal use and service due to a manufacturer’s defect<br />
in material or workmanship.<br />
Parts coverage is provided under the terms and conditions of the manufacturer’s standard product warranty. If a part fails<br />
outside of the coverage period of the manufacturer’s standard product warranty, the part will be replaced at no <strong>cost</strong> to the<br />
product owner under the terms and for the duration of the Agreement.<br />
10-year labor coverage<br />
Provides labor to repair or replace all <strong>Goodman</strong> parts that fail under normal use and service due to a manufacturer’s defect<br />
in material or workmanship. Parts coverage is provided under the terms and conditions of the manufacturer’s standard<br />
product warranty.<br />
5-year labor coverage<br />
Provides labor to repair or replace all <strong>Goodman</strong> parts that fail under normal use and service due to a manufacturer’s defect<br />
in material or workmanship. Parts coverage is provided under the terms and conditions of the manufacturer’s standard<br />
product warranty.<br />
Parts coverage –years 6 to 10<br />
Provides a replacement part only for all <strong>Goodman</strong> parts that fail under normal use and service due to a manufacturer’s<br />
defect in material or workmanship. The <strong>cost</strong> of labor to replace failed part(s) is not included under this plan.<br />
Parts coverage – years 6 to 10, and comPressor coverage – lIFetIme/99 years<br />
[10-year term From the orIgInal eFFectIve date on the comPressor and on all other Parts to subsequent contract oWner(s)]<br />
Provides a replacement part only for all <strong>Goodman</strong> parts that fail under normal use and service due to a manufacturer’s<br />
defect in material or workmanship. The <strong>cost</strong> of labor to replace failed part(s) is not included under this plan. Unit replacement<br />
is not included in this coverage.<br />
www.goodmanmfg.com
goodCare®<br />
extended<br />
servICe plan<br />
www.goodmanmfg.com<br />
2011 <strong>Goodman</strong> Distributor Manual<br />
dIstrIbutor’s resPonsIbIlItIes<br />
• Enroll Dealers in the GoodCare Program<br />
• Assist Dealers in completing the Authorized Dealer Agreement and establish a reasonable service rate for reimbursement<br />
of all service work performed under the program<br />
• Forward the Authorized Dealer Agreement to <strong>Goodman</strong>’s GoodCare Department. Once approved, <strong>Goodman</strong> will assign a<br />
Dealer Identification Number<br />
• Stock all extended service program literature and provide program materials to GoodCare Dealers as required<br />
• Provide training to Dealers on all GoodCare policies and procedures<br />
• Sell extended service contracts to Authorized Dealers on qualifying <strong>Goodman</strong> equipment<br />
• Report the sale of extended service contracts to <strong>Goodman</strong>. Reporting is managed through the warranty section of the<br />
Distributor Toolkit in the <strong>Goodman</strong> website<br />
• Ensure that completed homeowner applications are forwarded to <strong>Goodman</strong> for processing<br />
authorIzed dealer’s resPonsIbIlItIes<br />
• Sell the GoodCare plan to the homeowner within one year of the date of equipment installation<br />
• Complete a homeowner application and return the form to the Distributor<br />
• Perform all service repairs under program guidelines as established in the Authorized Dealer Agreement, and the Terms<br />
and Conditions of the GoodCare contract<br />
• Submit service claims to <strong>Goodman</strong>’s warranty dept. in a timely manner<br />
goodman’s resPonsIbIlItIes<br />
• Provide program forms, literature, and promotional materials to the Distributor<br />
• Approve Dealers for the program based on information provided in the Authorized Dealer Agreement<br />
• Process homeowner applications to ensure that the equipment model and serial number and the dates of coverage are<br />
properly documented and recorded<br />
• Issue labor reimbursement and parts reimbursement, if applicable, to Dealer for service work performed on equipment<br />
with extended service coverage<br />
comPcare<br />
CompCare is available directly to homeowners on <strong>Goodman</strong> brand (R-410A) 1- through 5-ton air conditioners and heat pumps.<br />
It provides compensation to homeowners in the unlikely event of a compressor failure. Air conditioners and heat pumps that<br />
use R-22 refrigerant are not eligible for CompCare. The CompCare registration form is available in the product literature packaged<br />
with each piece of qualifying equipment. Under the terms of the program, a homeowner will receive a payment from<br />
<strong>Goodman</strong> toward the labor charges associated with the replacement of a defective compressor or toward the installation of<br />
an Amana brand replacement unit. The homeowner may choose whichever option best suits the circumstances, and gives a<br />
servicing contractor the opportunity to sell the homeowner a replacement unit. <strong>Goodman</strong> will administer all contracts and<br />
claims with the product owner.<br />
Note: This program is not available for installations in Florida, Nevada, Oklahoma, Oregon, and Wyoming.
2012 <strong>Goodman</strong> ® Distributor Manual<br />
PurPose<br />
In our seasonal business, retaining a balanced mix of service parts is vital in providing<br />
exceptional <strong>customer</strong> service. While <strong>Goodman</strong> strives to maintain a representative<br />
quantity of replacement parts, it is the Distributor’s responsibility to maintain inventory<br />
levels and to anticipate requirements.<br />
FunctIonal Parts<br />
Functional parts, such as motors, compressors, controls, etc., will be available<br />
for the duration of the specified warranty period of each unit, including any<br />
applicable extended warranty. In the event the original part cannot be supplied,<br />
<strong>Goodman</strong> reserves the right to provide a suitable substitute part.<br />
terms and condItIons oF sale For Parts<br />
PrIcIng<br />
A Distributor multiplier of 0.2 will apply to all items ordered. This multiplier is based<br />
on suggested Dealer list prices in effect at the time of shipment.<br />
terms<br />
Terms of sale are net, 10th of the month following invoice or as otherwise specified<br />
by our Credit Department.<br />
PrIcIng<br />
• All prices are subject to change without prior notification.<br />
• Most price changes occur semi-annually in January and July.<br />
• Parts will be invoiced at the current Distributor price in effect at the time<br />
of order shipment.<br />
• In the event an original part cannot be supplied, a suitable substitute will be<br />
provided and invoiced at the Distributor price for the substitute part.<br />
FreIght<br />
• The <strong>customer</strong> will be responsible for freight for all orders with a value<br />
less than $2,000.00.<br />
• For damaged freight, see the Freight Policy section.<br />
Parts order Placement and claIms<br />
PrIcIng<br />
A debit memo and an explanation of any pricing issues, including a copy of the<br />
applicable <strong>Goodman</strong> invoice, must accompany claims involving incorrect pricing. Your<br />
claim must be received in Houston within 30 days from the date of the invoice. Claims<br />
received beyond the specified time will be denied.<br />
routIne Parts orders<br />
• All parts orders must be placed in writing.<br />
• Orders should be emailed, faxed, or sent through EDI to your CSR.<br />
• Orders should include SKU, quantity, due date, shipping instructions, ship-to<br />
address, and PO number.<br />
• Emergency next-day or second-day parts orders placed before 1:00 p.m. CST will<br />
be shipped that day.<br />
• Orders placed after 1:00 p.m. CST will be shipped the following day.<br />
• All regular parts orders will be entered into the <strong>Goodman</strong> system within 24 hours.<br />
• All regular parts orders will ship within 5 business days. Where possible, <strong>Goodman</strong><br />
will try to consolidate these orders with Full Truck Loads (FTL).<br />
• Questions about parts orders or parts availability may be directed to either the<br />
CSR or the Parts Team.<br />
• The Parts Team has multiple CSRs who are all connected to a toll-free number:<br />
800-645-6586. Any call to this number will be answered promptly by one of the<br />
Parts Team CSRs.<br />
• Routine orders are processed on a first come, first serve basis.<br />
contact <strong>InFormatIon</strong><br />
parts<br />
polICy<br />
JenniFer anders<br />
Parts Customer Service Supervisor<br />
7401 Security Way<br />
Houston, TX 77040<br />
713-863-2385 — Fax<br />
jennifer.anders@goodmanmfg.com<br />
Michael wright<br />
Overages/ Shortages/ Damages<br />
Operations Manager<br />
7401 Security Way<br />
Houston, TX 77040<br />
713-602-3209 — Fax<br />
logistics.feedback@goodmanmfg.com<br />
wayne hartMan<br />
Director of Parts & Supplies<br />
7401 Security Way<br />
Houston, TX 77040<br />
713-602-3209 — Fax<br />
wayne.hartman@goodmanmfg.com<br />
www.goodmanmfg.com
parts<br />
polICy<br />
www.goodmanmfg.com<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
damaged equIPment Panel rePlacement<br />
<strong>Goodman</strong> will ship replacement panels at no charge for units received over the last 30 days. A purchase order specifically<br />
indicating that these panels are to repair product damaged in transit is required. The BOL with damage notation is required.<br />
This information must be notated on the <strong>customer</strong> purchase order along with the repairable units’ model and serial numbers<br />
for reference.<br />
cancellatIon oF order<br />
If a cancellation request is received after material is shipped, the purchaser must accept shipment. All related transportation<br />
and restocking expense resulting from refused shipments will be charged to the Distributor. (See Freight Policy.) If a cancellation<br />
request is received after an order has been processed, the distributor must pay a 20% restocking fee.<br />
order conFIrmatIon<br />
For purposes of accuracy and completeness, written orders are required (via email, fax, or EDI). <strong>Goodman</strong> will send an order<br />
confirmation within 24 hours of receipt of the PO. This confirms that the order has been entered into <strong>Goodman</strong>’s system; it<br />
does not confirm the availability of parts.<br />
overages, shortages, varIances and damages<br />
Distributors will be responsible for identifying any overage or shortage within 48 hours of receipt. Variances must be identified<br />
within 48 hours of receipt. Shipment information on overages, shortages, variances, and damages may be emailed to logistics.<br />
feedback@goodmanmfg.com or faxed to Michael Wright at 713-602-3209. All claims must be accompanied by the packing slip<br />
and BOL. The BOL must indicate material was over- or short-shipped by notating the number of cartons received. <strong>Goodman</strong><br />
may request additional information if the claim requires further research.<br />
neW and unused Parts returns<br />
• Unused items may not be returned for any reason without a Return Material Authorization (RMA) and prior approval from<br />
the <strong>Goodman</strong> Parts Department (see Appendix B in the Equipment Fulfillment Plan section of this manual). Only active<br />
items can be approved.<br />
• Authorized returns are subject to <strong>Goodman</strong>’s inspection and must be received within 30 days of the RMA date, freight<br />
prepaid. A copy of the RMA must be attached to the return as your packing slip. There is no freight allowance on the return<br />
of new parts. Credit will not be given without an RMA.<br />
• Credit will be issued only for material that is new, unused, and undamaged at the Distributor price in effect at time of<br />
credit, less a 20% restocking charge.<br />
• Returned material that does not qualify for credit will be scrapped and credit will not be issued.<br />
• Requests to return liquid-line filter dryers will not be honored.<br />
Parts PackagIng InItIatIve<br />
We continue to provide standardized packaging and to create case quantities for service parts in order to improve warehouse<br />
efficiency, reduce shipping damage, and help ensure adequate field inventory. This is all designed to improve parts availability<br />
and transaction efficiency to both our Distributor and Dealer/Contractor base. Periodically you will receive a report identifying<br />
new parts that will be sent in either individually packed boxes or in multi-pack quantities.<br />
Individually packaged parts will be labeled with a part description, a part number, and a bar code for scanning.<br />
Multi-packed parts boxes will be labeled with a description of the box contents, the quantity of parts in the box, a part number,<br />
and a bar code. Where practical, parts in multi-pack boxes also will be individually boxed with description and part number,<br />
as well as bar-coded for easy identification and individual resale to your Dealers and Contractors.<br />
Parts sales requests / Parts transFers<br />
Parts sales request / parts transfers shipped from the HLC need to ship within 24 hours. If the item(s) cannot be shipped within<br />
the next 24 hours due to inventory shortage, damage, etc., the branch must inform the HLC CSR of the situation. The CSR,<br />
then, can find other solutions to meet <strong>customer</strong> demand. COD must charge the Distributor the price noted on the requests<br />
with no additional unauthorized fees or fines. Any overage, shortage, or damage issues related to parts transfers should be<br />
resolved with the HLC CSR.<br />
Parts Pre-season Programs<br />
<strong>Goodman</strong> will continue to offer the parts pre-season programs for both spring and fall. Specific details will be distributed under<br />
separate cover. Pre-season programs are designed to help ensure that you have adequate inventory on hand at the start<br />
of either the heating or cooling season. These programs also help us to have adequate inventory at the start of the season by<br />
estimating your inventory needs early. We encourage all of our channel partners to participate in both pre-season programs<br />
so that we can all provide our <strong>customer</strong>s with improved parts availability.
2012 <strong>Goodman</strong> ® Distributor Manual<br />
equIPment summary<br />
• <strong>Goodman</strong> will ship full truckloads of <strong>Goodman</strong> brand products to Distributor<br />
warehouse location(s), freight prepaid and allowed.<br />
• Selection of carrier and mode of transportation are at the discretion of <strong>Goodman</strong>’s<br />
Logistics Department.<br />
• Unless otherwise specified contractually, all shipments are “F.O.B. <strong>Goodman</strong> dock”.<br />
Put simply, ownership of material passes to the distributor at time of shipment.<br />
• Any freight damage or loss claims are the responsibility of the receiving Distributor/<strong>customer</strong>.<br />
<strong>Goodman</strong> will assist the <strong>customer</strong> in resolving any unpaid claims<br />
with its carriers.<br />
• Distributors will complete a Logistics Feedback Form for all loads received. Shipment<br />
information must be emailed to logistics.feedback@goodmanmfg.com or faxed to<br />
713-602-3209 for the claim to be considered (see address on right). An example<br />
of the Logistics Feedback Form is found in Forms section at the end of this manual.<br />
• Customers requesting expedited shipments will be responsible for all freight<br />
charges related to the shipment. Expedited shipments are defined as a shipment<br />
that requires delivery sooner than the normal transit time.<br />
• <strong>Goodman</strong> will respond to all feedback and/or communication of discrepancies<br />
within five business days.<br />
servIce Parts summary<br />
• Every effort will be made to ship routine/regular parts orders with equipment on<br />
truckloads.<br />
• For routine/regular parts orders, parcel or LTL, service will only be considered if<br />
equipment is not scheduled to ship.<br />
• Selection of carrier and mode of transportation are at the discretion of <strong>Goodman</strong>’s<br />
Logistics Department.<br />
• Unless otherwise specified contractually, all shipments are “F.O.B. <strong>Goodman</strong> dock”.<br />
Put simply, ownership of material passes to the distributor at time of shipment.<br />
• Any freight damage or loss claims are the responsibility of the receiving Distributor/<strong>customer</strong>.<br />
<strong>Goodman</strong> will assist the <strong>customer</strong> in resolving any unpaid claims<br />
with its carriers.<br />
• Emergency next-day or second-day parts orders placed before 1:00 p.m. CST<br />
will be shipped that day. Orders placed after 1:00 p.m. CST will be shipped the<br />
following day.<br />
• If, due to a failure on <strong>Goodman</strong>’s part, a next-day or second-day order isn’t<br />
processed that day, <strong>Goodman</strong> will pay 50% of the freight charge.<br />
• <strong>Goodman</strong> will respond to all feedback and/or communication of discrepancies<br />
within five (5) business days.<br />
lIght commercIal summary<br />
handlIng<br />
• The 7½-ton and larger commercial units require special handling.<br />
• There is a second support rail under the units that the forks must be able to reach<br />
and support to avoid damage to the unit and its coil.<br />
• As indicated on the labels attached to each unit, there are minimum fork length<br />
requirements. Currently the 7½- to 12½-ton units require 48” forks and 15-ton and<br />
larger tonnages require 72” forks to be used.<br />
hlc contact <strong>InFormatIon</strong><br />
FreIght<br />
polICy<br />
John green<br />
7401 Security Way<br />
Houston, TX 77040<br />
713-602-3209 — Fax<br />
logistics.feedback@goodmanmfg.com<br />
www.goodmanmfg.com
FreIght<br />
polICy<br />
www.goodmanmfg.com<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
transPortatIon<br />
• Freight can be arranged by <strong>Goodman</strong> or by the <strong>customer</strong> due to the nature of the specialized delivery requirements.<br />
• Unless otherwise requested, <strong>Goodman</strong> will only ship Commercial units on Full Truck Loads.<br />
• Customers must indicate whether specialized transportation is required. For example, indicate whether a flatbed trailer is<br />
needed or if tarps are required. Please also indicate whether a crane will be on-site during delivery.<br />
• For flatbed service, <strong>customer</strong>s are normally required to pay the delta between the van and flatbed price.<br />
• Contact order services for a freight quote.<br />
• The 7½- to 12½-ton units may be shipped using an LTL carrier only by special request and subject to <strong>Goodman</strong>’s approval.<br />
The distributor/<strong>customer</strong> accepts all responsibility for any damage to units shipped LTL. All returns or request for credit<br />
will be denied. Additional crating and or pallets may be available from order services for an additional expense.<br />
• The 15-ton and larger units will not be shipped LTL.<br />
aPPoIntments, unloadIng, and detentIon Fees<br />
• Distributors must provide timely unloading appointments (within 7 business days) when notified of a scheduled delivery.<br />
Failure to do so will result in the order being re-dated 15 business days from the date of occurrence.<br />
• The agreed free unloading time for <strong>Goodman</strong> carriers is two hours. Detention or demurrage charges resulting from delays<br />
in unloading will be charged to the distributor’s open account.<br />
• If a carrier arrives late for an appointment, the <strong>customer</strong> will not be required to pay detention if he accepts the load.<br />
• If a carrier reschedules the appointment and arrives on time for the new arrival time, the <strong>customer</strong> will be required to pay<br />
detention if it takes more than two hours.<br />
• If the appointment is rescheduled, the <strong>customer</strong> must have the driver sign and notate the time/date on the BOL. A label<br />
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<br />
a denial of any disputed detention fees.<br />
• Distributors cannot refuse loads for any reason (including transit damage) and must accept all equipment and parts<br />
shipped at <strong>Goodman</strong>’s discretion.<br />
• Any refusals will result in re-delivery with all fees being paid by the distributor.<br />
• In the event a truck driver is requested to assist the Distributor in unloading the product, the Distributor will assume all<br />
risks and injury liability. The Distributor will be solely responsible for any driver unloading charges applied to the freight<br />
invoice, which will be charged to the Distributor’s open account.<br />
• Driver assistance is at the driver’s discretion. <strong>Goodman</strong> does not have any contractual agreements with carriers for this service.<br />
multI-stoP shIPments<br />
• For multi-stop shipments, it is the off-loading Distributor’s responsibility to ensure that the remainder of the load is secure<br />
for further transit to the next stop. A photo should be taken.<br />
• In the event product is damaged because the remaining load was not properly secured during the prior stop-off, the prior<br />
Distributor responsible for securing the load will be charged back for repair <strong>cost</strong>s of the damaged equipment or service parts.<br />
• 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<br />
carton or container.<br />
• Any distributor request leading to out-of-route stops or miles will be charged to the Distributor’s open account.<br />
• Failure to follow the process will result in claim denial.<br />
less-than truckload shIPments<br />
• Orders requested by the distributor to ship via a specific carrier will be shipped F.O.B. origin, FREIGHT COLLECT.<br />
• When a specific carrier is requested, it is the <strong>customer</strong>’s responsibility to arrange pick-up. Any carrier issues, delays, or noshows<br />
are the distributor’s responsibility to resolve. All pick-ups should be arranged between 5 P.M. and 7 P.M.<br />
• It is the distributor’s responsibility to follow up on shortage or damage claims when their chosen carrier is used.<br />
• If a carrier isn’t specified, <strong>Goodman</strong> will use a preferred national contract carrier and ship F.O.B. origin, freight prepaid and add.<br />
• Equipment and accessory orders shipped LTL will be charged to the Distributor’s open account.<br />
• For service parts LTL shipments, please refer to the Parts Policy section.
2012 <strong>Goodman</strong> ® Distributor Manual<br />
FreIght<br />
polICy<br />
shIPment cancellatIon<br />
If a distributor cancels a shipment that has been staged for loading or already loaded for shipment, that distributor will be<br />
charged a restocking fee of 20% of the shipment value at list price.<br />
dIrect shIPments and sPecIal handlIng requests<br />
• Direct shipment to your <strong>customer</strong>s (including, but not limited to, job sites) may be arranged using the above policies.<br />
• The distributor is expected to communicate all <strong>Goodman</strong> freight policies to their direct shipment <strong>customer</strong>.<br />
• The direct ship <strong>customer</strong> must follow all <strong>Goodman</strong> freight policies.<br />
• <strong>Goodman</strong> allows each <strong>customer</strong> the opportunity to select his own carrier for direct or indirect shipments. The <strong>customer</strong><br />
assumes all freight <strong>cost</strong>s associated with this method of shipping.<br />
• Distributors will be responsible for any additional freight, stop-off and/or handling charges, which will be charged to the<br />
Distributor’s open account for the specified shipment.<br />
• Customer locations cannot refuse to accept or unload product and must have appropriate material-handling equipment<br />
to unload product safely (e.g., dock, forklift). Locations determined to have improper or unsafe unloading equipment will<br />
have their shipments suspended indefinitely.<br />
• Credit will not be given for any unauthorized returns by a direct shipment location.<br />
• The distributor is responsible for the <strong>cost</strong>s of any requests to use flatbeds or any other means of transportation other than<br />
normal van freight. The distributor will be charged the difference between the <strong>cost</strong>s of the specialized equipment vs. our<br />
normal expected rates.<br />
equIPment/servIce Parts overage, shortage, and damage (os&d)<br />
<strong>Goodman</strong> will continue to make every effort to provide appropriate packaging for its products, choose reliable carriers for<br />
shipment, and devote special attention to proper loading of equipment and service parts. However, when problems are<br />
encountered, the Distributor is required to accept the delivery, unload the product, and follow these procedures:<br />
truckload shIPments<br />
overage<br />
• In the event an equipment or service parts overage is identified at time of delivery, the Distributor must notate such overage<br />
on the carrier’s Delivery Receipt and/or BOL.<br />
• Distributors will be responsible for identifying an overage and returning the Logistics Feedback Form via email or fax within<br />
48 hours after time of delivery.<br />
• Model and serial number of the overage unit(s) should be notated and reported.<br />
shortage<br />
• In the event a shortage is identified at time of delivery, the Distributor must notate such shortage on the carrier’s Delivery<br />
Receipt and/or BOL.<br />
• For service parts only, the distributor must notate the number of cartons. Note: Do not count pallets in lieu of counting<br />
cartons. A pallet count will be seen as not following the process and the claim will be denied.<br />
• Distributors will be responsible for identifying a shortage and returning the Logistics Feedback Form (see Forms section) via<br />
email or fax within 48 hours after time of delivery. This should include:<br />
◊ Signed copy of BOL with notation of shortage<br />
◊ <strong>Goodman</strong> packing list (titled “Trailer Load Summary Document Customer Copy”)<br />
◊ Serial number listing identifying specific unit(s) short or model and quantity detail for service parts.<br />
concealed shortage (servIce Parts only)<br />
• Concealed shortage only applies if the piece count on the outer packaging does not match the number of pieces contained<br />
inside. For example, if the outer packaging states four (4) pieces and there are only three (3) inside, it is a concealed shortage.<br />
• Concealed shortage does not apply in cases in which the carton count was incorrect. Those issues should be handled as<br />
part of the normal shortage process for receipts.<br />
• Distributors have 30 business days to report concealed shortages.<br />
• Shipment ID number, pick number, item number, and quantity information should be sent to logistics.feedback@goodmanmfg.com<br />
for resolution.<br />
• Failure to follow the above process will result in claim denial.<br />
www.goodmanmfg.com
FreIght<br />
polICy<br />
www.goodmanmfg.com<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
damage<br />
In the event equipment or service parts damage is identified at time of delivery, the Distributor must report the damage<br />
within 24 hours of receipt following the process detailed below.<br />
• Photograph the damage as it is found on the trailer without moving the product if possible. This should be done prior<br />
to unloading. Describe the condition of the product. Photograph a wide view of the trailer showing the product and the<br />
immediate surroundings to help determine the root cause of the damage. Also photograph a closer view of the actual damage<br />
to help determine the credit given.<br />
• Note damage on the feedback form and on freight bill. Initiate the claim with the carrier if it is believed to be transit damage.<br />
• Faxed photographs will not be accepted.<br />
• Return the Logistics Feedback Form via email or fax to HLC.<br />
• Notate the damage on carrier’s Delivery Receipt and/or BOL. Specific details (e.g., models and serial numbers) must be provided.<br />
• Failure to follow the above process will result in claim denial.<br />
concealed damage<br />
• Concealed damage is damage to the product that can only be found when the packaging is removed. In these cases, the<br />
packaging is normally in excellent condition.<br />
• Damage to the side of the unit facing the nose of the trailer is visual/normal damage.<br />
• In the event of concealed damage, the Distributor must report the damage within 15 days of receipt for equipment and 30<br />
days of receipt for service parts following the process detailed below.<br />
• Photographs of the damage and packaging, along with the model and serial numbers should be sent to logistics.feedback@goodmanmfg.com<br />
or sent via US mail to <strong>Goodman</strong> HLC.<br />
• Failure to follow the above process will result in claim denial.<br />
less-than truckload shIPments<br />
LTL shipments are not shipper load and count. The LTL carrier verifies all carton and pallet counts upon pick-up. If there is a<br />
shortage or damage to the product, the Distributor must file a freight claim with the carrier for resolution. This applies to parts<br />
and equipment.<br />
WIll calls<br />
All OS&D needs to be identified at time of pick-up. All claims made after time of pick-up will be denied.<br />
damage resolutIon<br />
<strong>Goodman</strong> will review all documentation relating to any damage incident and provide a detailed summary regarding the<br />
issue via phone or email. If it is determined that the <strong>Goodman</strong> freight carrier is responsible for the damage, the <strong>customer</strong> is<br />
obligated to file a Loss/Damage Claim Form directly with <strong>Goodman</strong>’s carrier. If it is determined that <strong>Goodman</strong> is at fault for<br />
damaged material, the following steps will be taken:<br />
• <strong>Goodman</strong> will either provide replacement parts at no charge to repair the unit, or, if material is deemed non-repairable,<br />
credit will be negotiated based on the extent of the damage.<br />
• The model number, serial number, and shipment information is required for replacement parts.<br />
• Distributors will provide labor to repair any damaged units at Distributor’s expense. <strong>Goodman</strong> will not give a labor credit<br />
for any repairs made.<br />
• The model number, serial number, picture of the damage, and picture of the serial plate is required for negotiated credit.<br />
• Warranty will be void for all non-repairable units.<br />
• Credit will be issued via AAA form (see Forms section) or through an RMA with <strong>Goodman</strong> arranging transportation to return<br />
the damaged material.<br />
• Distributors will be charged a 20% restocking fee for all returned product deemed to be repairable.
2012 <strong>Goodman</strong> ® Distributor Manual<br />
PurPose<br />
Advertising materials for <strong>Goodman</strong> brand products must follow the guidelines<br />
below. However, please note that this information is not intended to specify all of<br />
the legal requirements of advertising, especially those requirements that may vary<br />
by state or locale. Please contact your local legal counsel for complete information on<br />
your specific situation.<br />
logo usage<br />
In the world of marketing, the more consistently a logo is used, the more acceptance<br />
and remembrance the associated brand will achieve. Logos communicate much about<br />
the professionalism of a brand and the products they stand for, and they need to be<br />
used consistently throughout a brand’s marketing, sales and distribution systems.<br />
• All parties using either the <strong>Goodman</strong> Air Conditioning & Heating logo or the<br />
<strong>Goodman</strong> logo with the “Thank Goodness for <strong>Goodman</strong>®” tag line for any reason<br />
are expected to abide by the guidelines outlined in the “<strong>Goodman</strong> Logo Usage<br />
Guidelines” document. A copy of this document follows this section. An electronic<br />
copy of this document can be obtained by visiting the PartnerLink/Toolkit/<br />
Marketing Tools section of www.goodmanmfg.com.<br />
• Graphics files containing current versions of the logos are available in the Dealer<br />
Advertising Media Library on PartnerLink. If, for some reason, you cannot download<br />
the graphics, contact a member of the Marketing Department.<br />
A note about color: The <strong>Goodman</strong> logo is a combination of red, black, and white.<br />
We use Pantone Matching System (PMS) color #186 red in the logo. Please specify<br />
PMS #186 as the red for the logo when locally printing any <strong>Goodman</strong> brand logos.<br />
• <strong>Goodman</strong> brand logo’d merchandise is available for purchase through the <strong>Goodman</strong><br />
Company Store e-business site, which can be found at http://goodman.<br />
andrewssport.net on PartnerLink. For more information on logo’d merchandise,<br />
please see the section of this manual entitled Merchandising.<br />
trade and consumer advertIsIng<br />
Each season, <strong>Goodman</strong> provides a set of advertising materials to its Distributors and<br />
dealers. These materials include the following:<br />
• Customizable consumer print materials<br />
• Taggable 30-second and 60-second radio spots, and <strong>Goodman</strong> radio jingle.<br />
• Taggable 30-second television commercials<br />
• Phone-on-hold materials<br />
• Billboard designs<br />
The graphic files for these materials will be issued seasonally on PartnerLink. To<br />
access these files, simply set your Internet browser to www.goodmanmfg.com,<br />
click on the PartnerLink button at the bottom of the page and log in. Click on the<br />
Dealer Media Library link to access the files.<br />
If you have difficulty using PartnerLink, refer to the Website section of this manual or<br />
contact Rex Anderson at 713-861-2500, ext. 5064, or James Peden at 713-861-2500,<br />
ext. 5480.<br />
customIzIng the ads<br />
The advertising materials available are typically high-resolution Adobe Acrobat PDF<br />
files, which can be customized by most newspapers’ and magazines’ in-house graphic/<br />
advertising departments or external graphic support providers.<br />
advertIsIng at-a-glance<br />
advertIsIng<br />
colors<br />
<strong>Goodman</strong> Red = PMS 186<br />
goodMan Marketing dePt.<br />
coMMunications contacts<br />
rex anderson<br />
Director of Communications<br />
713-861-2500, x5064<br />
silvia riFF<br />
Manager, Graphics Support<br />
713-861-2500, x5480<br />
denise Baldwin<br />
Marketing Coordinator<br />
713-861-2500, x5390<br />
regIstered and unregIstered trademarks<br />
general<br />
<strong>Goodman</strong>® brand<br />
GoodCare® extended service plan<br />
AsureCare SM extended service plan<br />
Products<br />
<strong>Goodman</strong>® brand Air Conditioner<br />
<strong>Goodman</strong>® brand Heat Pump<br />
TuffTube Heat Exchanger<br />
<strong>Goodman</strong>® brand Gas Furnace<br />
<strong>Goodman</strong>® brand Coil<br />
<strong>Goodman</strong>® brand Packaged<br />
Air Conditioner<br />
<strong>Goodman</strong>® brand Packaged<br />
Heat Pump<br />
<strong>Goodman</strong>® brand Packaged<br />
Gas/Electric Unit<br />
Flex duct<br />
Quietflex® flex duct<br />
www.goodmanmfg.com
advertIsIng<br />
www.goodmanmfg.com<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
A graphic artist can work with you to adjust artwork to fit the specifications of the ad space that you have purchased. However,<br />
to ensure that the <strong>Goodman</strong> brand is represented as consistently as possible, do not change the body copy fonts on the ad.<br />
Also, if you edit the ad to include a special price or promotion, clearly indicate that this price or promotion is being offered by<br />
the Dealer in question.<br />
If you need assistance in finding someone to help you customize an ad, contact a member of the Marketing Department.<br />
Warranty statements<br />
In accordance with the Magnuson-Moss Warranty Act, any ad mentioning “warranty” must designate the warranty as either<br />
“full” or “limited” and give its duration, e.g., 5 years. Also, disclose any major limitations the warranty has, such as “only on<br />
aluminized-steel tubular heat exchangers” or “excluding parts.” Please indicate in ads: “Ask or see your Dealer for details.”<br />
Dealers are required by law to have specimen copies of warranties on hand. Do not make any product warranty claims other<br />
than those issued by <strong>Goodman</strong> for <strong>Goodman</strong> brand products.<br />
rePresentatIon<br />
All advertising materials used by a Dealer must represent the Dealer as a “<strong>Goodman</strong>® Brand Dealer,” not as “<strong>Goodman</strong>.” Any<br />
promotions, pricing or warranties offered by a Dealer in an advertisement for <strong>Goodman</strong> brand products that differ from the<br />
promotions, pricing, and warranties offered by <strong>Goodman</strong> will be the responsibility of the Dealer placing the advertisement.<br />
mIscellaneous legal<br />
Misleading copy, misrepresentations, illegal competitive practices or libelous references to competitors may not be included<br />
in any advertisement for <strong>Goodman</strong> products. <strong>Goodman</strong> will not be held liable for such advertisements. All applicable laws and<br />
regulations, including Federal Trade Commission regulations, local codes and regulations, and industry codes and standards<br />
must be followed in <strong>Goodman</strong> Air Conditioning & Heating ads.<br />
trademark guIdelInes<br />
The first time a registered trademark is used on a page, follow it with the federal registration symbol (®) subscripted or superscripted.<br />
The first time an unregistered trademark is used on each page, follow it with the () subscripted or superscripted.<br />
All trademark names have the first initial capitalized. Trademarks are used only as adjectives to modify nouns and are not to<br />
be used in place of the appropriate noun. Example: Homeowners purchase a <strong>Goodman</strong>® brand gas furnace, not “a <strong>Goodman</strong>.”<br />
Trademarks are subject to change. Any questions regarding trademarks should be directed to the <strong>Goodman</strong> Marketing Dept.<br />
other trademark Issues<br />
goodcare®<br />
Refer to GoodCare as an Extended Service Plan, not as a warranty or maintenance agreement. The registration symbol (®)<br />
must follow the word “GoodCare.” This program is available in all states.<br />
asurecare sm<br />
Refer to AsureCare SM as an Extended Service Plan, not as a warranty or maintenance agreement. The service mark identifier<br />
( SM ) must follow the word “AsureCare.” This program is not available in all states.<br />
comFortexPress sm<br />
Refer to ComfortExpress SM as an Extended Service Plan, not as a warranty or maintenance agreement. The service mark identifier<br />
( SM ) must follow the word “ComfortExpress.” This program is not available in all states.
2012 <strong>Goodman</strong> ® Distributor Manual<br />
GOODMAN ® LOGOTYPE USAGE<br />
GRAPHIC STANDARDS – GOODMAN BRAND LOGO<br />
Advertising<br />
Graphic continuity is imperative to clearly communicate our brand image. When the <strong>Goodman</strong> brand logo is used in a consistent<br />
manner, brand recognition is immediate. The brand signature becomes unmistakable to the audience. That’s why it’s important to<br />
follow these rules when using the <strong>Goodman</strong> brand logo.<br />
<strong>Goodman</strong> Brand Logo Colors<br />
Only two colors are to be used within the <strong>Goodman</strong> brand logo: PMS 186 and black.<br />
Screen mix matching for PMS 186 is C-0, M-100, Y-81, K-4 PMS 186 BLACK<br />
<strong>Goodman</strong> Brand Logotype<br />
The <strong>Goodman</strong> brand logotype may be used alone in some instances, such as signage, product badging (labels), collateral<br />
materials, presentations and some packaging.<br />
<strong>Goodman</strong> Brand Logotype and Tagline<br />
For almost all examples of brand identity, the <strong>Goodman</strong> brand logo should be used with the positioning line:<br />
Thank Goodness for <strong>Goodman</strong>. ®<br />
The relationship of the tagline’s size and position to the <strong>Goodman</strong> brand logotype must be adhered to. Absolutely no variations<br />
are permitted. The logo is available in electronic form from the PartnerLink Image Library at www.goodmanmfg.com. The tagline<br />
– Thank Goodness for <strong>Goodman</strong>. ® – is not to be reset in any other typefaces with the logotype. It is integrated with the logotype<br />
in the electronic file.<br />
<strong>Goodman</strong> Brand Logotype with Air Conditioning and Heating<br />
For situations in which the audience may not be familiar with the <strong>Goodman</strong> brand (eg., consumer advertising) and where the<br />
logo appears without an equipment photo, <strong>Goodman</strong> may be more overtly linked with “Air Conditioning and Heating.” Here’s the<br />
logo version to use. Again, its available electronically.<br />
Clear Area Around Logo<br />
A clear area must be maintained around the logo and tagline. A perimeter dictated by half the height of the lowercase “o” in the<br />
logotype, as indicated in the examples below, makes it easy to check the space.<br />
www.goodmanmfg.com
Advertising<br />
www.goodmanmfg.com<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
GOODMAN ® LOGOTYPE USAGE continued...<br />
GRAPHIC STANDARDS – GOODMAN BRAND LOGO (continued)<br />
<strong>Goodman</strong> Brand Logo – Examples Of Proper Usage<br />
When using the logo and tagline or the logo and “Air Conditioning and Heating” text, seek maximum readability.<br />
When backgrounds are dark, use white type. Avoid placing the logo on busy and confusing backgrounds.
2012 <strong>Goodman</strong> ® Distributor Manual<br />
Advertising<br />
GOODMAN ® LOGOTYPE USAGE continued...<br />
GRAPHIC STANDARDS – GOODMAN BRAND LOGO (continued)<br />
For questions about this information or for special usage requests, contact Rex Anderson, Director of Communications, at rex.anderson@goodmanmfg.com.<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
WebsIte enhancements<br />
It’s reported that possibly more than 80 percent of homeowners first search online<br />
while making an HVAC service call or purchase. So, it is important for your company<br />
to have the right kind of online presence and to be in the right places on the Internet.<br />
Through partnerships with Advice, Yodle and iMarketing Solutions, <strong>Goodman</strong> now<br />
offers our Distributors and Dealers three excellent sources for your entire Internet<br />
marketing needs.<br />
advIce InteractIve grouP<br />
Advice is a full-service Dallas-based interactive marketing agency comprised of experienced<br />
advertising and marketing professionals that provide clients with a clear<br />
and distinct voice in the marketplace. Internet marketing consultants at the Dallas<br />
location specialize in developing online marketing strategies, search engine marketing<br />
(SEM), search engine optimization (SEO), pay per click (PPC), and website design<br />
and development.<br />
Advice also provides reputation management and repair services to the online community.<br />
Reputation management has become essential with the advent of widespread<br />
computing.<br />
servIces<br />
Internet marketIng servIces<br />
• Search Engine Optimization<br />
• Pay Per Click Campaign Consulting<br />
• Email Marketing<br />
• SEO Copywriting<br />
• Reputation Management<br />
yodle<br />
WebsIte desIgn<br />
• Web Design<br />
• eCommerce<br />
• Multimedia<br />
• Web Application Development<br />
PurPose<br />
Generate new qualified sales leads and get new <strong>customer</strong>s via your company’s website<br />
with Yodle®. Building your company’s online presence and promoting your business<br />
on popular search engines like Google, Yahoo!, and Bing, offers a great way to<br />
drive more <strong>customer</strong>s to your business.<br />
methods<br />
Yodle refines an existing website to help turn online visitors into phone calls and new<br />
<strong>customer</strong>s. If you don’t currently have a website, Yodle can help to create one for<br />
you using search-engine optimization and sales conversion best practices. Yodle can<br />
strategically promote a business on major search engines, as well as across a network<br />
of online directories, Internet Yellow Pages, and local sites.<br />
Yodle offers online advertising and social networking tools to help enhance your online<br />
credibility. It can also help you to build trust with prospective <strong>customer</strong>s and keep your<br />
current <strong>customer</strong>s up-to-date. Its dashboard gives you access to view traffic to your<br />
website, as well as the actual <strong>customer</strong> telephone calls and online inquiries that come<br />
in from your online sales and marketing efforts.<br />
contact <strong>InFormatIon</strong><br />
Internet<br />
sales tools<br />
rex anderson<br />
Director of Communications<br />
713-861-2500, x5064<br />
contact <strong>InFormatIon</strong><br />
randal turner<br />
5900 South Lake Forest Dr., Suite 295<br />
McKinney, TX 75070<br />
888-348-9969<br />
rturner@adviceinteractivegroup.com<br />
contact <strong>InFormatIon</strong><br />
russell tvedt<br />
National Account Director<br />
704.247.2113<br />
RTvedt@yodle.com<br />
www.goodmanmfg.com
Internet<br />
sales tools<br />
www.goodmanmfg.com<br />
2012 <strong>Goodman</strong> Distributor Manual<br />
Procedure<br />
Yodle uses proprietary technology called Click Rank and certified Internet marketing account managers to manage your<br />
marketing campaigns and online budget dollars.<br />
Payment<br />
One time set-up <strong>cost</strong>:<br />
• Review current online campaigns and best practices<br />
• Keyword portfolio creation and search engine campaign geo targeting<br />
• Ad copy research/writing<br />
• Bidding algorithm set-up<br />
• Provisioning the remote call forwarding numbers<br />
Monthly Management Fee:<br />
• Dedicated Account Manager<br />
• Ongoing ad copy/keyword/geo management<br />
• Unlimited access to Yodle platform<br />
• Monthly performance review<br />
Monthly Ad Budget:<br />
• Dealer establishes budget for online marketing program<br />
• Yodle’s bidding algorithm will manage spending to assure that the budget is spent properly<br />
• Any monies remaining at end of the month will roll over to the next month and will remain until spent<br />
Imarket solutIons<br />
PurPose<br />
iMarket Solutions helps to empower businesses by helping HVAC dealers build online<br />
presence. The company can design your website and build on it through local organic<br />
search engine optimization activities, pay-per-click advertising, and email marketing<br />
to promote <strong>customer</strong> loyalty and retention. Your website could, if you choose, contain<br />
a Content Management System, which is an easy-to-use tool that allows you to make<br />
updates to your website, create new pages, change images, or add coupons.<br />
contact <strong>InFormatIon</strong><br />
nadia roMeo<br />
800.727.3920<br />
info@imarketwebsitesolutions.com<br />
servIces oFFered<br />
• Design and manage a website’s content to improve its ranking in the organic search engine results<br />
• Strive to put your website on Page One for local search results<br />
• Create and manage paid advertising listings in the major search engines<br />
• Build an effective keyword list<br />
• Create a landing page and ad copy<br />
• Measure results for ROI calculation<br />
• FREE marketing consultation or FREE membership to EPL Residential 24/7/365 resource library designed to help contractors<br />
improve their profits. This membership comes with FREE electronic consulting services that can work directly with<br />
consulting talent via the Web to support and answer any questions, or business-related issues.<br />
Payment<br />
Charges vary depending on the package purchased by dealers. The higher the package <strong>cost</strong>, the greater the potential for<br />
securing a steady and large number of sales leads. The Web Domination package offers unrivaled lead volume within select<br />
market territories. Once a package is selected, dealers can advise iMarket regarding monthly advertising expense budgets.
2012 <strong>Goodman</strong> ® Distributor Manual<br />
Website Video Program<br />
PurPose<br />
Everyday your website becomes more important as a marketing tool. Customers look<br />
for local HVAC services online, and when they find your website they will judge the<br />
quality of your service by the quality of your website. The <strong>Goodman</strong> Web Video Program<br />
easily adds important video content to your website that potential <strong>customer</strong>s<br />
will find useful and that will keep them on your website longer—which means more<br />
calls. Today, as the Internet becomes the most dominant method of providing information<br />
to your <strong>customer</strong>s, video content is becoming a more important feature of<br />
websites. Most people will not read a website page full of information, but they will<br />
watch a video. These videos, produced by <strong>Goodman</strong>, will position your company as<br />
an up-to-date leader in your industry. And, as new videos are added, you will receive<br />
all updates at no additional charge. Keep your website and marketing up-to-date with<br />
impressive video content and the ability to make changes daily, weekly, or monthly—<br />
without being locked into the same ad for a year.<br />
methods<br />
This collection of videos can be used on your website, in e-mails to <strong>customer</strong>s, and<br />
on other websites where you can post a link. Easily customize the program for your<br />
company—even add you own video(s)! Make changes to keep the program current<br />
with your marketing plans anytime you like!<br />
Procedure<br />
Sign up online at www.mygoodmanvideo.com (click on Pricing and Signup). You<br />
will receive a username and password to your company account at www.mygood-<br />
manvideo.com. Log in to your account and customize the program for your company<br />
(add your logo, phone numbers, etc.). The program is designed to look like a natural<br />
part of YOUR website. All the coding you need to post the program on your website<br />
(or use it in other places) is provided. Make changes to any part of the program as<br />
often as you like. Call us any time for a complete demonstration of all the program<br />
features or for help customizing the program for your business.<br />
Payment<br />
Payment is made to .advancedMethod (see service contract at<br />
www.mygoodmanvideo.com/signup.aspx)<br />
contact information<br />
Internet<br />
SaleS toolS<br />
.advancedMethod<br />
Marty Martin<br />
<strong>Goodman</strong> Engage Program Manager<br />
877-345-4344 x1926<br />
636-442-1926<br />
martin@advancedmethod.com<br />
PrograM Website<br />
www.mygoodmanvideo.com<br />
Preview the program<br />
and sign up online!<br />
Customize the program for your<br />
company and place it on your<br />
website.<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
Flat-rate PrIce book<br />
PurPose<br />
Many homeowners today expect to get a fair and an upfront guaranteed fixed price<br />
before any HVAC work is performed. Upfront Pricing or Flat-rate Pricing are both<br />
terms used by Retail Residential HVAC contractors to describe providing for a specific<br />
repair or equipment replacement installation at a fixed upfront price to the consumer.<br />
Upfront price books meet these expectations. In fact, Flat-Rate Price Books help increase<br />
homeowner satisfaction, since the homeowner gets to choose to proceed<br />
with a guaranteed fixed price and accurately described work.<br />
We help <strong>Goodman</strong> brand dealers provide their homeowners with pricing credibility<br />
while helping increase their profitability. By being able to charge a fair price, we now provide<br />
for your geographic area a complete “Upfront” flat-rate price book set to include:<br />
• <strong>Goodman</strong> Flat-Rate Installation<br />
• Fix-Right Flat-Rate Service Repair<br />
groWmyhvac.com<br />
GrowMyHVAC.com is a division of Building Services Institute (BSI), which is a company<br />
that provides an on-line seven-step HVAC Retail Residential Service and Installation<br />
Department implementation method. This method provides proven best-practice<br />
operating processes, forms and flat-rate pricing books/tools along with personal<br />
implementation support. This service will help you and your staff develop a more<br />
sustainable HVAC business.<br />
beneFIts oF the PrIce book Program<br />
The BSI price book program is designed to provide dealers with the following benefits:<br />
• Helps to up-sell HVAC equipment replacement installations by providing the homeowner<br />
with a “Show & Tell “good-better-best-premium” indoor comfort system<br />
configuration that includes upfront installation pricing and associated benefits<br />
• Helps systematically sell service agreements on all service calls by communicating<br />
to the homeowner the value of service agreements<br />
• Enables dealers to properly recover overheads in order to be profitable<br />
• Allows the dealer’s company, its technicians, and indoor comfort advisors to appear<br />
more professional<br />
• Helps dealers demonstrate that they have professional experience and credibility<br />
with the type of work the homeowner requires because it is described and published<br />
in a flat-rate book<br />
• Helps eliminate errors when quoting out of a flat-rate price book, since the math<br />
is already done<br />
• Helps the dealer inform his clients that they are paying the same price as everyone else<br />
PrIce book Program overvIeW<br />
To obtain your flat-rate price book:<br />
• These price books are one of the lowest <strong>cost</strong> price book option available in the<br />
HVAC industry.<br />
• Each price book is only $200 per six-month subscription—with no monthly fees.<br />
• BSI provides a “user-ready” PDF flat-rate price book download, typically within<br />
three business days from receipt of dealer’s faxed-in one-page set-up sheet.<br />
• BSI maintains the price book for you for future changes to your equipment pricing<br />
via your latest dealer equipment pricing.<br />
Internet<br />
sales tools<br />
contact inForMation<br />
Wendell Bedell<br />
50 Musket Drive<br />
Nashua, NH 03062<br />
800.2240-2823<br />
wendellb@GrowMyHVAC.com<br />
www.goodmanmfg.com
Internet<br />
sales tools<br />
www.goodmanmfg.com<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
• BSI provides the price book as a PDF file download for immediate multi-copy printing.<br />
• Dealers can update the price book at any time to change labor <strong>cost</strong> rates, tax rates,<br />
or profit pricing requirements.<br />
hoW to obtaIn the PrIce book set<br />
• Contact your Territory Sales Manager or the local Branch Manager to obtain the<br />
one-page order/set-up forms.<br />
• Dealer completes and faxes BSI a one-page order/set-up form.<br />
• If dealer wishes to make any changes to the equipment price book configurations,<br />
BSI provides an Excel equipment “Good-Better-Best-Premium” configuration setup<br />
worksheet. To make it easy to communicate changes, there is a separate tab<br />
for each system type.
2012 <strong>Goodman</strong> ® Distributor Manual<br />
WrIghtsoFt contract & sales tools<br />
PurPose<br />
Wrightsoft offers a selection of easy-to-use programs for both desktop and mobile<br />
devices to help increase the business success of HVAC professionals. Their products<br />
work with ACCA-certified Manual J (load calculations), Manual S (equipment<br />
selection), and Manual D (duct designs) to help dealers design systems and generate<br />
proposals and parts take-off lists plus sales tools.<br />
WrIghtsoFt rIght-suIte® unIversal (WWW.WrIghtsoFt.com):<br />
—Integrated design and sales tools for residential and commercial, replacement and<br />
new construction<br />
Whether your dealers are designing a complete HVAC system, performing a complex<br />
load calculation, adding ducts, diagnosing existing systems, adding a complete<br />
radiant heating system or in-home selling presentations and proposals, Right-<br />
Suite® Universal makes the design and sales process fast, efficient, and accurate.<br />
Their Hotlink Technology links all areas of the program, so changes made in one<br />
area of the program (such as changing the orientation of the house) will update<br />
all other areas of the program, from the load calc to the parts take-off list and<br />
proposal. This gives dealers real-time results and eliminates the need to manually<br />
re-enter data.<br />
WrIghtsoFt rIght-mobIle consultant (WWW.WrIghtsoFt.com/rIghtmc):<br />
—The only mobile solution approved by ACCA for Manual J block load calculations<br />
Designed for the iPad®, Right-Mobile Consultant enables dealers to improve their<br />
in-home presentations and standardize the sales process. Users simply tap out the<br />
dimensions of the house, select the building materials, and the load is calculated<br />
instantly. On the next screen, dealers can offer Good, Better, Best equipment options<br />
to the homeowner, compare utility rates, and then automatically generate a<br />
proposal based on their selections – all in one visit to the <strong>customer</strong>’s home.<br />
When combined with Wrightsoft’s Right-Roadshow presentation app, dealers<br />
can take their in-home sales presentations to the next level. This customizable app<br />
makes it easier to present their company and services.<br />
methods<br />
Manual J<br />
ACCA-certified Manual J (load calculations) starts with Right-J®. When combined<br />
with the Right-Draw® module, users can produce an accurate load calculation in<br />
minutes by simply drawing out the dimensions of the house and selecting the<br />
building materials. The hotlink technology allows design changes to be reflected<br />
instantly in the results, including changes to the building materials, location data,<br />
orientation of the house, and more. Reports for rebates, inspectors, etc., are automatically<br />
generated and can be either printed or e-mailed.<br />
Manual d<br />
The Right-D® module is a fast, easy-to-use residential duct design tool that takes full<br />
advantage of ACCA’s streamlined Manual D Method. When combined with Right-<br />
Draw®, dealers can eliminate confusing spreadsheets and manually draw out the duct<br />
design or simply place the registers and let Right-D design the layout for them. Dealers<br />
can use the optional ductulator for friction rate calculations. To make inspector<br />
and code reporting easier, the duct labels are shown right on the Right-Draw® screen.<br />
The optional Right-2Line module is available to produce CAD-quality drawings<br />
(purchased separately).<br />
contact <strong>InFormatIon</strong><br />
wrightsoFt sales<br />
131 Hartwell Ave<br />
Lexington, MA 02421<br />
Internet<br />
sales tools<br />
800-225-8697 (opt 3)<br />
M-F 8:30am – 5:30 pm EST<br />
www.wrightsoft.com/goodman<br />
sales@wrightsoft.com<br />
www.goodmanmfg.com
Internet<br />
sales tools<br />
contact <strong>InFormatIon</strong><br />
wrightsoFt sales<br />
131 Hartwell Ave<br />
Lexington, MA 02421<br />
800-225-8697 (opt 3)<br />
M-F 8:30am – 5:30 pm EST<br />
www.wrightsoft.com/goodman<br />
sales@wrightsoft.com<br />
www.goodmanmfg.com<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
Manual s<br />
Right-Suite® automatically calculates the Manual S performance for each piece of<br />
<strong>Goodman</strong>® brand equipment selected by the user. The calculation uses extended<br />
Manual S data from <strong>Goodman</strong> based on the specified conditions and automatically<br />
updates when changes are made. A Manual S report is automatically generated<br />
and can be used for reporting purposes and rebates.<br />
Manual n<br />
Right-N® works with the latest ACCA-certified Manual N light commercial method<br />
to complete load calculations in minutes. It is a simple, clear, logical, yet very sophisticated<br />
program to help you compute your calculations quickly and accurately.<br />
ashrae rts / cltd<br />
Right-CommLoad helps dealers determine their complete ASHRAE load calculation<br />
breakdown for any commercial project. It uses 24-hour by 12-month ASHRAE Handbook<br />
of Fundamentals methods to compute heating and cooling loads for an unlimited<br />
number of zones. Right-CommLoad’s colorful Load Meter will show the shape of<br />
peaks, not only over 24 hours, but also over 12 months. Using the color pie charts,<br />
dealers can show their clients a load breakdown for any zone or group of zones.<br />
F280<br />
Developed with HRAI, Right-F280 is an easy-to-use F280 residential load calculation<br />
tool for Canada.<br />
PurchasIng <strong>InFormatIon</strong><br />
Dealers can review and purchase the modules they want directly from the Wrightsoft<br />
website, or they can call one of the knowledgeable salespeople to work with<br />
them in designing a package to suit their exact business needs.<br />
All solutions are available at low subscription prices with special pricing for <strong>Goodman</strong><br />
dealers.
2012 <strong>Goodman</strong> ® Distributor Manual<br />
PurPose<br />
The merchandising program for <strong>Goodman</strong> products offers items intended to help<br />
support the acceptance and sale of products and communicate the benefits each<br />
dealer offers to homeowners. The merchandising program consists of:<br />
• Consumer Literature – Distributor orders only<br />
• Promotional Merchandise – Dealer and Distributor orders accepted<br />
• Vehicle Signage Programs – Dealer and Distributor orders accepted<br />
• On-site Illuminated Signs – Dealer and Distributor orders accepted<br />
• Literature Display Racks – Dealer and Distributor orders accepted<br />
consumer sales lIterature<br />
All <strong>Goodman</strong> product literature is available through the Literature Fulfillment Group.<br />
To place orders, complete an order form and fax it (713-856-1820) to the Literature<br />
Fulfillment Group or email it to Crystal Jackson (crystal.jackson@goodmanmfg.com).<br />
The form can be downloaded online from PartnerLink/ Toolkit.<br />
A completed order form is required to receive any consumer sales literature; orders<br />
will not be accepted over the phone. All areas of the form must be filled in, including<br />
account number, Distributor contact, ship-to address, etc. An order confirmation will be<br />
faxed back to the party placing the order. Consolidated orders can take up to two weeks<br />
prior to shipment. Distributors can request FedEx® ground shipment for faster delivery.<br />
Rush orders (on in-stock orders only) must be in by 12:00 noon Central Time and may be<br />
subject to additional <strong>cost</strong>s to accommodate the expedited delivery. Distributors will be<br />
charged freight for all rush orders. Literature orders may not be returned.<br />
PromotIonal merchandIse<br />
Promotional merchandise consists of items such as shirts, caps, jackets, etc., emblazoned<br />
with the official <strong>Goodman</strong> Air Conditioning & Heating logo. Approved <strong>Goodman</strong><br />
brand promotional merchandise is available for purchase from the <strong>Goodman</strong><br />
Company Store. A link taking you directly to the store is located on PartnerLink<br />
Any item that can be construed as a weapon is not allowed to display a brand logo<br />
or other identification that would cause the recipient of the item to believe that the<br />
<strong>Goodman</strong> brand endorsed it.<br />
vehIcle and sIte sIgns<br />
Approved <strong>Goodman</strong> vehicle signs are available from the Foxmark Corporation. An<br />
order form depicting the various types of materials is included in the Forms section of<br />
this manual. Also, you may order the signs via Foxmark’s secure website; a link to this<br />
site can be found on PartnerLink. Orders must be placed by Distributors.<br />
trade shoW & PoInt-oF-sale marketIng materIals<br />
Trade show and POS marketing materials consist of items such as booth rentals, trade<br />
show graphics, posters, etc., emblazoned with the official <strong>Goodman</strong> Air Conditioning<br />
& Heating logo. Approved <strong>Goodman</strong> trade show materials are available from the Trade<br />
Show site. A link taking you directly to the site is located on PartnerLink log-in page.<br />
merChandIsIng<br />
contact <strong>InFormatIon</strong><br />
literature FulFillMent grouP<br />
Crystal Jackson<br />
713-861-2500, ext. 5855<br />
713-856-1820 — Fax<br />
crystal.jackson@goodmanmfg.com<br />
FoxMark corPoration<br />
713-686-8300<br />
www.foxmarkcorp.com<br />
dualite sign coMPany<br />
513-724-7100<br />
www.dualite.com<br />
siegel disPlay Products co.<br />
612-767-1012<br />
www.goodmanmfg.com
merChandIsIng<br />
contact <strong>InFormatIon</strong><br />
FoxMark corPoration<br />
713-686-8300<br />
www.foxmarkcorp.com<br />
dualite sign coMPany<br />
513-724-7100<br />
www.dualite.com<br />
siegel disPlay Products co.<br />
612-767-1012<br />
www.goodmanmfg.com<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
IllumInated sIgns<br />
<strong>Goodman</strong>-approved illuminated signs are available from the Dualite Sign Company.<br />
Exterior signs in several sizes and configurations are available, as well as illuminated<br />
indoor signs and clocks. A price list for these signs can be found in the Forms section.<br />
You may order these signs online by performing the following steps:<br />
• Go to www.dualite.com.<br />
• Click the black “Customer Sign In” button on the upper left side of the page<br />
• On the next page, click “Log In.”<br />
• On the log-in page, enter the following information:<br />
Username: GOOD02 Password: amgood02<br />
• This will take you to Dualite’s <strong>Goodman</strong> Customer Support page. From here, you<br />
have several options:<br />
◊ Click “Online Ordering Form” to place an order or print a blank order form<br />
◊ Select “FAQs” for answers to common questions<br />
◊ Locate phone numbers for relevant Dualite and <strong>Goodman</strong> personnel if you<br />
prefer to place your order or ask questions over the phone.<br />
• Dualite will only accept orders from Distributors.<br />
dIsPlay racks<br />
<strong>Goodman</strong> Consumer Literature display racks are available from Siegel Display Products<br />
Company. These items come complete with <strong>Goodman</strong> Air Conditioning & Heating<br />
signage. An order form for display racks is located in the Forms section, as well as on<br />
PartnerLink; call 800.626.0322 for details.
2012 <strong>Goodman</strong> ® Distributor Manual<br />
PurPose<br />
The Printed Materials Fund supplements <strong>Goodman</strong>’s policy of providing its Distributors,<br />
free of charge, with all printed materials concerning <strong>Goodman</strong> products needed to<br />
operate their distributorships. It is designed to defray a Distributor’s <strong>cost</strong> of extra-<br />
ordinary volumes of those materials.<br />
accrual Process<br />
• Distributors will earn a 50-cent ($0.50) credit for every <strong>Goodman</strong> split system outdoor<br />
unit, packaged unit, air handler, evaporator coil, and gas furnace sold. This<br />
amount is credited to each Distributor’s Printed Materials Fund.<br />
• Credits will accumulate monthly.<br />
• The Distributor will not be invoiced for literature. Instead, the Distributor’s Printed<br />
Materials Fund will be debited upon shipment of literature, with debits applied in<br />
the order that credits were accrued.<br />
• If the Distributor’s literature orders exceed the amount in the Printed Materials<br />
Fund, the Distributor will be invoiced for the amount exceeding the accrual.<br />
• The Printed Materials Fund will be debited by the amount of any credit not used<br />
within twelve (12) months of accrual.<br />
accePtable uses oF PrInted materIals<br />
• Distributors may debit against this fund for the <strong>cost</strong> of the following items purchased<br />
for promoting the <strong>Goodman</strong> brand:<br />
◊ <strong>Goodman</strong>-provided specification literature<br />
◊ <strong>Goodman</strong> product promotional materials available through the Literature<br />
Fulfillment Center<br />
◊ <strong>Goodman</strong>-provided customized promotional support materials<br />
◊ GoodCare℠ forms and materials<br />
◊ <strong>Goodman</strong>-provided repair parts manuals<br />
◊ Product warranties for <strong>Goodman</strong> products<br />
◊ Owner’s manuals for <strong>Goodman</strong> products<br />
• <strong>Goodman</strong>-provided technical books and installation & operating manuals not on<br />
this list cannot be charged against the Distributor’s Printed Materials Fund.<br />
• Distributors will have no right to sell, transfer, or receive cash from <strong>Goodman</strong> for its<br />
Printed Materials Fund. If the relationship between <strong>Goodman</strong> and the Distributor<br />
terminates for any reason, the Distributor will have no claim to any remaining<br />
credit in the Printed Materials Fund.<br />
If you have specific questions about your Printed Materials Fund balance, please contact<br />
Judy Collins at 713-861-2500, x 5251. If you have general questions about this program,<br />
contact Rex Anderson at 713-861-2500, x 5064.<br />
contact <strong>InFormatIon</strong><br />
prInted<br />
materIals<br />
Fund<br />
general inForMation<br />
Rex Anderson<br />
Director of Communications<br />
713-861-2500, x5064<br />
account Balance<br />
& crediting Process<br />
Judy Collins<br />
713-861-2500, x 5251<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
PurPose<br />
Seven out of 10 people “let their fingers do the walking” when selecting a new heating,<br />
air conditioning or heat pump system. A smartly placed Yellow Pages ad containing a<br />
list of a Distributor’s <strong>Goodman</strong> Dealers can help grow business, as well as strengthen<br />
relationships with the Dealers. But today, there are so many options for Yellow Pages<br />
advertising—some of them worthwhile, some of them not—that knowing which one<br />
to advertise in can be difficult.<br />
Through an arrangement with Connect FKM, a Yellow Pages advertising manage-<br />
ment company, <strong>Goodman</strong> now offers its Distributors an “inside resource” for placing<br />
the right advertising in the most-used Yellow Pages directories. By using their<br />
services, <strong>Goodman</strong> Distributors can ensure that their placed Yellow Pages advertising<br />
gives them the greatest opportunity possible to capture the attention of these<br />
important consumers. Through this program, Distributors have access to both print<br />
and electronic Yellow Pages options.<br />
methods<br />
<strong>Goodman</strong> provides Trademark and Trade name advertisement administration<br />
through Connect FKM. Call Connect FKM if you have any questions about<br />
the program.<br />
ProCedure<br />
• Distributor contacts Connect FKM to discuss Yellow Pages needs.<br />
• Connect FKM then provides the Distributor with advertising options, prices, and<br />
time-lines.<br />
• Distributor chooses print and/or electronic directories in which to advertise.<br />
• Distributor chooses under which classifications to advertise:<br />
◊ Air Conditioning Contractors<br />
◊ Furnaces — Heating<br />
◊ Heat Pumps<br />
◊ Heating Contractors<br />
• All <strong>cost</strong>s for Yellow Pages advertising placed through Connect FKM will be the<br />
responsibility of the Distributor.<br />
Payment<br />
• Connect FKM will bill the Distributor or Dealer upon the “close” of the directory<br />
in which they will advertise. Books are typically published and distributed three<br />
months after closing.<br />
• While the Distributor or Dealer must prepay the advertising <strong>cost</strong>, Connect FKM will<br />
continue to monitor the quality of the ad as created by the publishing company<br />
and will negotiate a refund for the Distributor or Dealer if any problems occur.<br />
Yellow Pages<br />
advertising<br />
ContaCt InformatIon<br />
ConneCt FKM<br />
Cissy Arnold<br />
Senior VP & General Manager<br />
512.732.4803 − direct<br />
512.261.6816 − main<br />
carnold@fkmagency.com<br />
exaMple oF GoodMan tradeMarK ad<br />
exaMple oF GoodMan trade naMe ad<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
The <strong>Goodman</strong> website will have a new look in January! We are pleased to offer both<br />
you and your <strong>customer</strong>s as well as the general public a new website (www.goodmanmfg.com)<br />
that will be easy to navigate and full of great information.<br />
WebsIte features for Consumers<br />
about <strong>Goodman</strong><br />
Consumers may find facts and history about the <strong>Goodman</strong> brand in this section. In<br />
addition, consumers may find Consumer Affairs contact information and employment<br />
opportunities.<br />
ProduCts<br />
Consumers may research current <strong>Goodman</strong> brand products in this section. Product<br />
pages provide features, warranties, and product specifications.<br />
Warranty<br />
This section provides the consumer with information on our standard<br />
warranties as well as our specialized component warranties<br />
and extended service plans. In addition, consumers may register<br />
new products for warranty. Individual warranty certificates are<br />
available to print from the Products pages<br />
fInanCInG<br />
Financing is something many consumers may not inquire<br />
about, but they should always be offered financial assistance in<br />
an effort to close the deal. In this section, consumers find information<br />
about available financing that <strong>Goodman</strong> offers.<br />
HeatInG & CoolInG 101<br />
This area explains how the different heating and air conditioning<br />
systems work, offers answers to Frequently Asked Questions, and<br />
provides a dictionary of unfamiliar acronyms and industry terms.<br />
Yet another section allows consumers to locate a dealer within<br />
their zip code area.<br />
about <strong>Goodman</strong> dealer loCator<br />
The Dealer Locator helps consumers select the best Dealer for their needs by identifying<br />
Dealers and contact information within consumers’ zip code areas. Also, consumers<br />
may access Dealer information and Dealer’s website if one is available.<br />
features and benefIts of tHe dealer loCator<br />
• Accurate communication with consumers<br />
• Convenient access 24 hours a day, 7 days a week, 365 days a year<br />
• Leads created using the Dealer Locator as advertisement<br />
usInG tHe dealer loCator<br />
• Dealers contact their Distributors to request a place in the Dealer Locator.<br />
• Upon Distributor approval, Dealers are placed on the Dealer Locator by the<br />
Distributor.<br />
ContaCt InformatIon<br />
<strong>Goodman</strong><br />
Website<br />
Claudia Smith<br />
Webmaster<br />
5151 San Felipe, Suite 500<br />
Houston, TX 77056<br />
713-263-5226<br />
claudia.smith@goodmanmfg.com<br />
WebSite addreSS<br />
www.goodmanmfg.com<br />
ContaCt InformatIon<br />
dealer loCator<br />
Contact your designated<br />
Distributor SuperUser<br />
PartnerlInk ContaCt InformatIon<br />
holly lobaS<br />
301-769-3092<br />
holly.lobas@goodmanmfg.com<br />
www.goodmanmfg.com
partnerlInk<br />
weBsIte<br />
loggIng In to PartnerlInk<br />
On the PartnerLink log-in page (Fig. 1), enter your user name<br />
and password. If you have not been assigned a log-in name<br />
and password, your Distributor must register you by sending<br />
the following information via email to Kim Flores at<br />
kim.flores@goodmanmfg.com:<br />
• Distributor Name<br />
• Employee Name<br />
• Address<br />
• Phone Number<br />
www.goodmanmfg.com<br />
• Fax Number<br />
• Email Address<br />
• Authorized By<br />
Click Go to access PartnerLink‘s secure home page (Fig. 2).<br />
Figure 2: PartnerLink Secure Home Page<br />
quIck lInks<br />
Figure 3 shows the number of Quick Links available for customizing<br />
your PartnerLink site. All icons are hot links to your<br />
<strong>Goodman</strong> programs.<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
Figure 1: PartnerLink Log-in Page<br />
secure home Page<br />
Your home page may be customized with hot links to the<br />
places you use most often. Click on Quick Links under the<br />
Account tab to view the available icon options (see below).<br />
Figure 3: Quick Links Page
2012 <strong>Goodman</strong> ® Distributor Manual<br />
Figure 4: Account page<br />
toolkIt<br />
The ToolKit (Fig. 5) has three sections for Dealers (Product<br />
Tools, Marketing Tools, and Service Tools) and several added<br />
sections for Distributors, which include: Current News, Distributor<br />
Manual, Literature Order Form, and information regarding<br />
the Private Label Program.<br />
The Toolkit helps Distributors and Dealers provide the best<br />
<strong>customer</strong> service possible by giving them easy, timely access<br />
to information and marketing tools.<br />
FiguRe 6: aMana pRinCipal<br />
servIce tools<br />
This section (Fig. 7) offers Dealer training programs, long<br />
lineset guidelines, and a technical support evaluation form.<br />
partnerlInk<br />
weBsIte<br />
account<br />
Under this tab (Fig. 4), you may edit Distributor and Dealer<br />
location information as well as change your own profile and<br />
change your Quick Links.<br />
Figure 5: Toolkit<br />
goodman PrIncIPal<br />
This section (Fig. 6) offers Distributors access to current<br />
news, archived news, the latest Distributor Manual, latest<br />
Literature Order Form, and the new Price Pages.<br />
PrIce Pages<br />
This new section allows you to download product price<br />
sheets in excel format.<br />
Figure 7: Service Tools<br />
www.goodmanmfg.com
partnerlInk<br />
weBsIte<br />
marketIng tools<br />
www.goodmanmfg.com<br />
Product tools<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
Builder reBate<br />
This link (Fig. 8) takes you to information regarding one of the best rebate programs in the industry. Single-family, manufactured<br />
home, and multi-family builder rebates direct from <strong>Goodman</strong> make you even more competitive in the job arena. This<br />
rebate program applies to more than just high-efficiency units. It provides an excellent selling advantage for builders and Dealers.<br />
dealer advertIsIng medIa lIbrary<br />
This section offers a variety of advertising media for your<br />
use, including radio ads, TV ads, and a variety of print ads.<br />
catalogs<br />
These links allow you to download the current product<br />
catalogs.<br />
literature order ForM<br />
This link allows you to download the order form for literature<br />
and merchandise.<br />
Image lIbrary<br />
This section allows you to view and download print-ready<br />
graphics of <strong>Goodman</strong> brand units and logos. Included in<br />
the library are high- and low-resolution photographs of our<br />
Figure 8: Marketing Tools<br />
products and logos in color and black & white. These images<br />
work for both PC and Mac formats. Some are compressed to<br />
make downloading faster. If you have any problems, click on the Help link for information.<br />
trade shoWs<br />
This link takes you to our Tradeshow & Point-of-Sale Marketing Planner site.<br />
Figure 9: Product Tools<br />
InFoFInder<br />
This program (Fig. 9) allows you to look up product-related<br />
literature as well as service parts by product model number.<br />
comPressor look-uP<br />
This reference tool allows you to identify the correct replacement<br />
compressor for a specific unit as well as identify<br />
alternate compressors as replacements.<br />
system match-uPs<br />
This section offers lists of ARI-matched <strong>Goodman</strong> brand<br />
split systems.<br />
good Parts<br />
This section allows you to look up specific parts.<br />
substItute Parts look-uP<br />
This section allows you to match other market parts with<br />
<strong>Goodman</strong> brand products.
2012 <strong>Goodman</strong> ® Distributor Manual<br />
Figure 10: Reporting<br />
Warranty<br />
This section (Fig. 11) offers easy access to both the standard<br />
and extended warranty forms.<br />
Figure 12: New Product Idea<br />
partnerlInk<br />
weBsIte<br />
rePortIng<br />
This section (Fig. 10) offers a variety of forms to help you<br />
more easily conduct business with <strong>Goodman</strong>.<br />
Figure 11: Warranty<br />
neW Product Idea<br />
We want to know about your new product ideas. Fill in our<br />
form and click the Submit button to send us your ideas.<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
PurPose<br />
To provide exceptional assistance to residential and commercial heating and cooling product <strong>customer</strong>s<br />
Consumer<br />
aFFaIrs<br />
PrImary FunctIons<br />
• Respond to consumer letters, emails, and calls<br />
• Resolve consumers’ service concerns<br />
• Assist consumers with product specifications, model comparisons, and literature requests<br />
• Assist consumers with questions concerning product usage, operation, and maintenance<br />
• Provide product registration information<br />
• Inform consumers where to buy and service products<br />
• Develop, distribute, update, and train others in the use and application of departmental policies, instructional policies/<br />
guidelines, and reference guides for the Consumer Affairs Department and the field<br />
• Process labor claims<br />
consumer aFFaIrs audIence<br />
• Consumers (end users of <strong>Goodman</strong> brand products)<br />
• A Distributor on behalf of a consumer or Dealer/Servicer<br />
• Insurance companies<br />
• Consumer advocate agencies<br />
consumer aFFaIrs contact <strong>InFormatIon</strong><br />
• Consumer Affairs personnel in Houston, Texas, provide consumer assistance between 7:00 a.m. and 6:00 p.m. CST, Monday<br />
through Friday via the following methods:<br />
• Toll Free 877.254.4729<br />
• Email: <strong>customer</strong>service@goodmanmfg.com<br />
Lynn Wright, Manager 713.263.5862<br />
Consumer Affairs Representatives Phone Fax<br />
Sheila Chaney shelia.chaney@goodmanmfg.com 713.263.5710 713.316.5575<br />
Julicia Minor julicia.minor@goodmanmfg.com 713.263.5712 713.316.5583<br />
Sasha Lopez sasha.lopez@goodmanmfg.com 713.263.5715 713.856.8084<br />
Claudine Flanagan claudine.flanagan@goodmanmfg.com 713.263.5728 713.655.5810<br />
Delores French delores.french@goodmanmfg.com 713.263.5967 713.316.5582<br />
Rozilyn Williams rozilyn.williams@goodmanmfg.com 713.263.3571 713.602.3237<br />
Jose Vela jose.vela@goodmanmfg.com 713-263.5749 713.586.8054<br />
Jennifer Wilcox jennifer.wilcox@goodmanmfg.com 713.263.5717 713.655.5803<br />
Ginna Ruiz ginna.ruiz@goodmanmfg.com 713.263.5964 713.655.5805<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
goodman bank Form<br />
lIght commercIal quotatIon Form<br />
neW dIstrIbutor locatIon Form<br />
Warranty claIm Forms<br />
logIstIcs Feedback Form<br />
asaP PublIcatIons order Form<br />
lIterature rack order Form<br />
Forms<br />
www.goodmanmfg.com<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
2011 goodman bank<br />
Pre-aPProval Form<br />
dIstrIbutor:<br />
All bank usage must be pre-approved by your Regional Sales Director. Refer to the 2011 <strong>Goodman</strong><br />
Distributor Manual in the Mark-up Rebate Section for usage guidelines.<br />
descrIPtIon oF claIm<br />
hoW WIll thIs Increase Product sales?<br />
Item Description Claim Amount<br />
Total Bank Claim $<br />
sIgnatures<br />
Regional Sales Director:<br />
Vice President of Sales:<br />
Attach this signed pre-approval form with claim documentation and send to:<br />
<strong>Goodman</strong> <strong>Manufacturing</strong> Company, L.P.<br />
ATTN: Judy Collins<br />
5151 San Felipe, Suite 500<br />
Houston, TX 77056<br />
Date<br />
Date<br />
goodman<br />
Bank Form<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
lIght<br />
CommerCIal<br />
quotatIon Form<br />
For use with CPC, CPH, and CPG packaged units, GSC and GSH split system units, and the AR Commercial air handler.<br />
Distributor Name<br />
Contractor Name<br />
Address<br />
City, State & Zip<br />
Job Name<br />
Quote Date *<br />
Estimated Install Date<br />
* Job Quote must be Attached<br />
Required<br />
Price<br />
Distributor Representative<br />
Distributor<br />
Sell<br />
Distributor<br />
Rebate<br />
Distributor<br />
Cost<br />
Distributor<br />
GM%<br />
1.12 0.000 1.000 10.7%<br />
1.09 0.020 0.980 10.1%<br />
1.06 0.040 0.960 9.4%<br />
1.03 0.060 0.940 8.7%<br />
1.00 0.080 0.920 8.0%<br />
0.98 0.094 0.906 7.6%<br />
0.96 0.110 0.890 7.3%<br />
0.94 0.126 0.874 7.0%<br />
0.92 0.140 0.860 6.5%<br />
0.90 0.154 0.846 6.0%<br />
Regional Sales Director Date<br />
Pete Alexander Date<br />
Kristina Carroll Date<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
Date<br />
Distributor Name<br />
Requested by<br />
Opening Date<br />
New Branch Location<br />
Street Address<br />
City, State, Zip<br />
Market Analysis (commentary on the market opportunity for <strong>Goodman</strong> products associated with the added location)<br />
<strong>Goodman</strong> Product Sales Forecast<br />
2011 2012 2013 2014<br />
Sales Transferred from current outlet(s)<br />
2011 2012 2013 2014<br />
Expected Fund Usage (What will the funds be used for?)<br />
Distributor Representative<br />
<strong>Goodman</strong> Sales Representative<br />
<strong>Goodman</strong> Market Representative<br />
new<br />
dIstrIButor<br />
loCatIon<br />
Form<br />
www.goodmanmfg.com
2012 <strong>Goodman</strong> ® Distributor Manual<br />
Mail <strong>Goodman</strong> brand units to:<br />
<strong>Goodman</strong> <strong>Manufacturing</strong> Company, L.P.<br />
Warranty Administration<br />
7401 Security Way<br />
Houston, Texas 77040<br />
IMPORTANT!!<br />
1234567<br />
warranty<br />
ClaIm Form<br />
Information required in Sections 1 through 9 must be filled in completely and accurately.<br />
Incomplete claims cannot be processed and reimbursements will be delayed.<br />
Check One: Product Warranty Extended Warranty Part Warranty Special Labor Allowance<br />
1 Month Day Year 3 Service Contractor<br />
Date Installed<br />
Date of Service Address<br />
2 Model Number<br />
City/State/Zip<br />
Serial Number Contractor Number<br />
4 Customer Name<br />
Outdoor Model Number<br />
Address<br />
Outdoor Serial Number<br />
City/State/Zip<br />
5 Distributor Name<br />
Area Code/Phone #<br />
Distributor Number 6 Project Code/Special Authorization #<br />
7 Parts and Materials<br />
** Component Cause Codes (See back of form for codes)<br />
Component Code<br />
Failed Part # Replacement # Description QTY<br />
Compressor/Motor: Failed Serial # New Serial #<br />
8 Reason for Failure 9 Service Performed<br />
10 Extended Service Contract # Expiration Date<br />
11 Parts Source 12 Special Labor Allowance<br />
* Parts Purchase Invoice # Credit Check Amount<br />
Credit Memo Unit Replacement Amount<br />
PRF/Debit # Mileage/Cartage<br />
Credit/<br />
Replace<br />
13 Factory Use Only I hereby certify the service shown has been performed and purchase date verified.<br />
14 Service Technician Signature Date<br />
15 Distributor / Branch Sig. Date<br />
* Servicers must provide copy of Parts Invoice<br />
Copy 1 / Part Reimbursement -- Send to Distributor / Vendor where parts were purchased 9RF000007 Rev 1)<br />
www.goodmanmfg.com
warranty<br />
ClaIm Form<br />
Codes<br />
CC<br />
EC<br />
CD<br />
DR<br />
VC<br />
VE<br />
VR<br />
VS<br />
RT<br />
OR<br />
AJ<br />
BD<br />
CM<br />
CR<br />
OC<br />
OD<br />
LK<br />
RS<br />
RV<br />
SJ<br />
SL<br />
ST<br />
TL<br />
www.goodmanmfg.com<br />
Component Cause Codes<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
Sealed Systems Electrical Components Compressor/Motors<br />
Condenser Coil<br />
Evaporator Coil<br />
Capillary / Distributor<br />
Filter Dryer<br />
Valve, Check<br />
Valve, Expansion<br />
Valve, Reversing<br />
Valve, Service<br />
Refrigerant Tubing<br />
Other Refrig. Components<br />
Adjust<br />
Bent / Dented<br />
Condensation / Moisture<br />
Corrosion<br />
Will not Open / Close<br />
Odor<br />
Leak or Broken<br />
Restricted<br />
Rub / Vibration Damage<br />
Solder Joint Leak / Crack<br />
Slab Leak<br />
Stuck / Sticking<br />
Tubing Leak<br />
CN<br />
EL<br />
SL<br />
IG<br />
TH<br />
MC<br />
VG<br />
VL<br />
WH<br />
AJ<br />
BS<br />
ET<br />
LK<br />
LL<br />
OC<br />
SF<br />
ST<br />
HX<br />
BR<br />
RC<br />
CR<br />
CS<br />
LK<br />
NO<br />
SO<br />
Controls<br />
Elements / Heaters<br />
Switches / Limits<br />
Igniter<br />
Thermostat<br />
Misc. Electrical<br />
Valve, Gas<br />
Valves<br />
Wire Harness<br />
Adjust<br />
Burnt / Shorted<br />
Electrical Terminals<br />
Leak<br />
Lock-out / Lock-up<br />
Will not Open / Close<br />
Seal Failure<br />
Stuck / Sticking<br />
Gas Furnaces<br />
Heat Exchanger<br />
Burner / Pilot<br />
Recoup Coil / Cover<br />
Corrosion / Rust<br />
Cracked<br />
Leak<br />
NOx Rods<br />
Sooted<br />
Component Code<br />
► ►<br />
2-characher component code<br />
identified the component failure<br />
that caused or originated the<br />
repair.<br />
Procedures for Completing Warranty Claim Form<br />
1. Sections 1 thorough 9 must be filled out completely and accurately to prevent claim rejection and processing delays.<br />
2. Warranty Type Check Boxes<br />
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<br />
shipped with the product. Labor only included on certain models.<br />
b. Extended Warranty: if the product is covered by a <strong>Goodman</strong> extended service policy (Asure or GoodCare) check the box and enter the contract number<br />
and expiration date in section 10.<br />
c. Part Warranty: replacement parts purchased by the <strong>customer</strong> for product no longer covered by the standard product warranty are covered by a 1 year<br />
replacement part warranty. Check this box if replacement part is within the 1 year part warranty. Must provide <strong>customer</strong> proof of purchase.<br />
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<br />
above. Includes DOA, concessions and special programs offered via Service Bulletins. Subject to policies outlined in Distributor Service Policy book.<br />
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<br />
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.<br />
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<br />
and project codes are provided via service bulletins. In some cases a special authorization may be provided by the factory authorizing repairs outside of<br />
standard warranty. If provided with a Special Authorization number it is important to list this authorization number in the space provided, the concession<br />
number provides warranty administration with the necessary information to properly process the claim.<br />
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<br />
the root cause of this repair. Enter the two – two character codes in the fields provided.<br />
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<br />
the atmosphere or refrigerant system parts are replaced. Failure to replace the filter drier will result in rejection of any applicable labor reimbursement.<br />
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<br />
the contract number and expiration date in the fields provided.<br />
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<br />
purchased. For <strong>customer</strong>s who file part claims directly with the factory you are required to provide a copy of your parts invoice as proof of purchase (not<br />
required for distributors). Distributors, to help in keeping your claim batches together we recommend you list the PRF or Debit Memo number in the<br />
space provided.<br />
9. Section 12, Special Labor Allowance: Distributor, if you are requesting a labor allowance or DOA enter the amount requested (per published DOA guidelines)<br />
in the Check/Credit Amount field (requires distributor signature). If replacing a unit, enter the unit amount in the unit Replacement Amount field<br />
and enter the replacement Model & Serial numbers in section 7. Amana unit credits will be issued at the distributors <strong>cost</strong> for the replacement unit. Some<br />
products with full warranties provide for a cartage allowance, if applicable enter the cartage allowance in the space provided.<br />
10. Section 13, Factory Use Only: Branch or regional service manager use this space to provide authorization and instructions for processing claims outside<br />
of standard warranty policy.<br />
◄ ◄<br />
◄ ◄<br />
Cause Code ► ►<br />
2-character cause code<br />
identified the failure mode of<br />
the component.<br />
CP<br />
EM<br />
CM<br />
ID<br />
OM<br />
BS<br />
ET<br />
GS<br />
LK<br />
MV<br />
NS<br />
ST<br />
VB<br />
VL<br />
FB<br />
IN<br />
MC<br />
NM<br />
SM<br />
AJ<br />
CR<br />
LO<br />
NS<br />
CS<br />
LK<br />
ST<br />
VB<br />
Compressor<br />
Evaporator Motor<br />
Condenser Motor<br />
Induced Draft Blower<br />
Other Motors<br />
Burnt / Shorted<br />
Terminals<br />
Green Slime<br />
(K1 Scrolls only)<br />
Leak<br />
Motor leads / wire<br />
Noise<br />
Stuck / Sticking<br />
(locked rotor)<br />
Vibration<br />
Valves<br />
Non-Electrical<br />
Fan / Blower<br />
Insulation<br />
Miscellaneous<br />
Non-Metal Parts<br />
Sheet Metal Parts<br />
Adjust<br />
Corrosion / Rust<br />
Loose / Torn<br />
Noise<br />
Cracked<br />
Leak<br />
Stuck / Sticking<br />
Vibration
2012 <strong>Goodman</strong> ® Distributor Manual<br />
logIstIcs Feedback Form<br />
Customer Load #<br />
City State BOL #<br />
Date Trailer # Loader #<br />
logIstICs<br />
FeedBaCk Form<br />
equIPment/servIce Parts overage, shortage & damages (os&d)<br />
<strong>Goodman</strong> will continue to make every effort to provide appropriate packaging for its products, choose reliable carriers for<br />
shipment, and devote special attention to proper loading of equipment and service parts. However, when problems are<br />
encountered, the Distributor is required to accept the delivery, unload the product, and follow these procedures:<br />
overage<br />
• In the event an equipment or service parts overage is identified at time of delivery, the Distributor must notate such overage<br />
on the carrier’s Delivery Receipt and/or BOL.<br />
• Distributors will be responsible for identifying an overage and returning the BOL and the “Trailer Load Summary Document<br />
Customer Copy” via email or fax to <strong>Goodman</strong> within 48 hours after time of delivery.<br />
• Model and serial number of the overage unit’s) should be notated and reported.<br />
shortage<br />
• In the event a shortage is identified at time of delivery, the Distributor must notate such shortage on the carrier’s Delivery<br />
Receipt and/or BOL.<br />
• For service parts only, the distributor must notate the number of cartons on each pallet. Note: Do not count pallets in lieu<br />
of counting cartons. A pallet count will be seen as not following the process.<br />
• Distributors will be responsible for identifying a shortage and returning the following information via email or fax to <strong>Goodman</strong><br />
within 48 hours after time of delivery. This should include:<br />
◊ Signed copy of BOL with notation of shortage<br />
◊ <strong>Goodman</strong> Packing List (titled “Trailer Load Summary Document Customer Copy”)<br />
◊ Serial number listing identifying specific unit(s) short or model & quantity detail for service parts.<br />
◊ Please notate any delivery that appears to have been tampered with in transit. (i.e. shrink-wrap not intact).<br />
◊ All loads that ship LTL are placed on pallets and shrink-wrapped for safe transit. If shrink-wrap is missing, please notate<br />
that on the carrier’s Delivery Receipt and/or BOL and report that to <strong>Goodman</strong>. That will provide evidence that the shortage<br />
occurred while in the carrier’s possession.<br />
Over / Short feedback may be faxed to <strong>Goodman</strong> at 713.602.3209<br />
or emailed to: logistics.feedback@goodmanmfg.com.<br />
damage<br />
In the event equipment or service parts damage is identified at time of delivery, the Distributor must report the damage<br />
within 48 hours of receipt following the process detailed below.<br />
• Photographs must be taken of the damage while product is still on the truck. All photographs must be emailed to logistics.<br />
feedback@goodmanmfg.com or sent via US mail to <strong>Goodman</strong> Mfg., 7401 Security Way, Houston, TX 77040.<br />
• Please do not fax photographs. These will not be accepted.<br />
• Return the BOL and the “Trailer Load summary Document Customer Copy” via email or fax to (713) 602-3209.<br />
• Notate the damage on the carrier’s Deliver Receipt and/or BOL Specific details (e.g., model #s & serial #s) must be provided.<br />
• Failure to follow the above process will result in claim denial.<br />
Feedback detailing any damaged product may be emailed to: logistics.feedback.@goodmanmfg.com<br />
www.goodmanmfg.com
logIstICs<br />
FeedBaCk Form<br />
www.goodmanmfg.com<br />
logIstIcs Feedback Form<br />
Customer Load #<br />
City State BOL #<br />
Date Trailer # Loader #<br />
Overage List<br />
• Please list SKU, Pick# and Serial #.<br />
Shortage List<br />
• Please list SKU, Pick# and Serial #.<br />
Seal Information<br />
2012 <strong>Goodman</strong> ® Distributor Manual<br />
• Please comment on the trailer seal. If the seal was intact and if the seal number matched the BOL?<br />
Damage List<br />
• Please list SKU, Pick# and Serial # for every damaged unit. Also photograph and describe the type of damage, such as<br />
concealed, transit, forklift or unsecured load.
2012 Fayetteville publiCations<br />
oRdeR FoRM<br />
<strong>customer</strong> <strong>InFormatIon</strong> & <strong>total</strong> <strong>cost</strong><br />
Customer Number(s) Total (Sum of all Total Price(s)<br />
Company Name B. Sales Tax***<br />
Attention: C. Grand Total (A + B)<br />
Address If applicable: Purchase Order Number<br />
City, State, Zip<br />
Phone/Fax<br />
***The following states do not need to add sales tax: Alaska,<br />
Delaware, Hawaii, Montana, New Hampshire, North Dakota,<br />
Oregon, and South Dakota.<br />
Duties and Brokerage fees not included in prices.<br />
Prices in effect until 12/31/2012.<br />
To receive your 2011 subscription, return this form with check enclosed to:<br />
Publications Department–Subscriptions<br />
<strong>Goodman</strong> Company LP<br />
1810 Wilson Parkway<br />
Fayetteville, TN 37334<br />
Fax 931-438-2252<br />
CD Software<br />
• All necessary software is included on the CD. No additional third party licenses are necessary.<br />
• Can be used on single PC or on networked PC’s. Required data protection is included.<br />
• Prices quoted are for each subscription through December 31 of each year.<br />
InfoFinder is an electronic literature library containing most printed material<br />
available for HAC & PTAC, current and recently obsoleted products, since<br />
2003. It includes Production Literature, Service Manuals, PDB’s, PMN’s,<br />
Warranty’s, and Service Letters.<br />
Heating & Cooling Products (includes PTAC)<br />
?<br />
Any questions or comments,<br />
call 931-438-5483<br />
ASAP (Amana Service Authorized Parts) is an electronic catalog to identify<br />
Amana part numbers. It includes parts lists, description of products, and<br />
images. The electronic catalog provides you with the Exact part numbers<br />
called for by Amana, assuring proper repair under The terms of Amana’s<br />
warranties.<br />
Plan # Price Type of Plan Quantity Total Price<br />
InfoFinder/ASAP Combination $100 All Parts, Service, Production Literature<br />
Subscription includes updates for one calendar year.(Includes parts pricing.)<br />
Paper (Includes binders; does not include pricing.)<br />
Plan # Price Type of Plan Years of Literature Creation & Specific Information Quantity Total Price<br />
Heating & Cooling Products<br />
064 $120 Parts/Service 2003—current (Does not include PTAC)<br />
*Renewal 020 $60 Parts/Service Updates (for year following Base plan purchase)<br />
025 $60 Service 2003—current (Does not include PTAC)<br />
*Renewal 026<br />
PTAC Units Only<br />
$30 Service Updates (for year following Base plan purchase)<br />
028 $50 Parts/Service 2003—current<br />
*Renewal 029 $15 Parts/Service Updates (for year following Base plan purchase)<br />
RF000010<br />
www.goodmanmfg.com
[ ] Model 312A<br />
Floor Rack with 12<br />
overlapping pockets<br />
❑ <strong>Goodman</strong> Brand Topper<br />
❑ Amana Brand Topper<br />
$ 80 .00 LOWER PRICE!<br />
❑ <strong>Goodman</strong> Brand Topper<br />
❑ Amana Brand Topper<br />
CREDIT CARD PAYMENT is to be<br />
made directly to Siegel Display. No orders<br />
will be shipped without prior payment arrangements.<br />
Please put Credit Card info in fields<br />
provided,sign and fax. Contact KaSondra<br />
Butler at (800) 626-0322 or (612) 767-1016<br />
for details and shipping information.<br />
Card Member Signature<br />
LITERATURE RACK ORDER FORM<br />
We are pleased to offer these fine products for credit card purchase.<br />
Contact KaSondra Butler at Siegel Display at 800-626-0322 ext 1016 for complete details.<br />
$ 93 .75<br />
[ ] Model 105A –Not Shown:<br />
Five Rotators with 20 pockets<br />
❑ <strong>Goodman</strong> Brand Topper<br />
❑ Amana Brand Topper<br />
$ 109 .50<br />
❑ <strong>Goodman</strong> Brand Topper<br />
❑ Amana Brand Topper<br />
$ 75 .00<br />
Not Shown: [ ] Model 512A<br />
Wall or Floor Rack<br />
with 12 pockets<br />
❑ <strong>Goodman</strong> Brand Topper<br />
❑ Amana Brand Topper<br />
NAME:<br />
SHIP-TO ADDRESS:<br />
❑ <strong>Goodman</strong> Brand Topper<br />
❑ Amana Brand Topper<br />
$ 20 .00<br />
$ 54 .00 LOWER PRICE!<br />
CITY: ST: ZIP:<br />
PHONE:<br />
E-MAIL:<br />
CREDIT CARD SELECTED ❑ AE ❑ MC ❑ VISA ❑ DIS<br />
CARD #: CVV CODE:<br />
EXPIRATION DATE:<br />
Prices subject to change without notice.<br />
(3 or 4 digit code on credit card)