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At International Paper, leadership in quality has been established as a top priority, and every employee is committed to the pursuit of never-ending improvement in the quality of our products and services. All employees at every level are responsible for the quality of their own work and for leading quality improvement activities. We have a Corporate Quality Management organization to lead and oversee the direction for achieving our aggressive quality improvement targets.
The employees of International Paper are also cognizant of the fact that quality is defined by you: our customer. The measure of our success in this area is your level of satisfaction, and we at International Paper will accept a goal of nothing less than 100 percent customer satisfaction.
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| The Importance of Feedback |
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As with any continuous process, a critical component to evaluate progress is feedback. The most important input we receive to fuel this continuous improvement process, is the feedback from our customers. Your input allows us to fine tune our manufacturing and service systems to better serve your needs in the future. As denoted above, it is our goal to meet your expectations 100 percent of the time, however, due to the many variables in the papermaking process and varying demands placed on paper, on occasion, we may fall short of our goal. This handbook is provided as a guide to insure your comments/feedback are received. Thank you for your time and your business.
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| When a Problem Occurs |
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When a problem does occur, International Paper will work to resolve the problem as quickly and equitably as possible. This booklet is intended to act as a guideline for the prompt resolution of difficulties and/or claims that may be caused by paper or service which is less than satisfactory to our customer. As stated in sales policies, International Paper products are guaranteed against defects in quality. When defects in paper quality are confirmed, the paper will be replaced or a credit issued to the customer when claims are processed in accordance with the procedures contained in these guidelines.
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| Limitations of Liability |
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Claims against International Paper for substandard paper will be considered only if reported immediately and the paper held so that it may be inspected before continued use. International Paper's liability for such claims will not exceed the purchase price of the paper in question. International Paper shall not be responsible for any consequential or incidental damages related to your use of our products. No claims will be allowed if the paper has been used or rendered commercially unmarketable. This limit of liability applies to all statements in these guidelines.
If paper defects that would cause a rejection of the finished piece by the final customer are suspected, the run should be halted and International Paper notified. If the run is continued without authorization of an International Paper representative, and the end-product is rejected, International Paper cannot consider any responsibility for the charges.
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| Timeliness of Claims |
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All claims for which monetary settlement is sought must be received by International Paper Sales or Technical Services within 60 days of the occurrence of the problem. Additionally International Paper will not accept liability for problems occurring after one year of the date of shipment of paper to merchant or end use customer. All transit damage claims must be filed with International Paper's Delivery Plus service within 30 days of receipt of goods.
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| Acceptance of Credit |
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In no case should our customer debit International Paper or its merchant until a claim has been verified by International Paper and customer notified of International Paper's acceptance of credit.
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Timely Response
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In the event that a customer's needs or expectations are not met, an International Paper representative will respond to the complaint within 24 hours or one business day. |
