Heat Controller Comfort-Aire User manual

Brand: Heat Controller

Model: Comfort-Aire

Category: Heat pumps

Type: User manual

We welcome you as an authorized distributor for Heat Controller’s line of

HVAC products. We take pride in our products, our programs and our people,

and we trust you’ll nd us responsive to your needs.

This manual is designed to help your conduct your business with HCI quickly

and efciently. It explains common processes and procedures, and in some

cases gives you the actual forms to use. The Table of Contents will help you

quickly locate the information you need.

If you have any questions, please talk to your HCI representative or call our

Customer Service Department at 517-787-2100.

We look forward to a protable partnership!

Sincerely,

Jerry Troke

Vice President, Marketing

RESIDENTIAL/COMMERCIAL HEATING & AIR CONDITIONING

1900 WELLWORTH AVENUE / P. O. BOX 1089 / JACKSON, MICHIGAN 49204

PH. 517-787-2100 / FAX 517-787-9341

Welcome to the HCI Family!

TABLE OF CONTENTS

1. A Brief History of Heat Controller

2. List of Heat Controller Contacts

3. Advertising Co-op

–Policy and Procedure Manual

–Co-op Claim Form

–Ad Specialties Catalog

4. Freight Policy

–Freight Claims

–Pick-Up Procedure

5. Placing an Order

–Telephone Procedures

–eStorefront

6. Product Returns

7. Service

8. Limited Warranty Policy and

Procedure Manual

9. Limited Warranty Quick Reference

10. Web Site

11. Helpful Industry Links

A Brief History

Heat Controller, Inc., was founded in 1933, but can trace its roots to the formation of the

Wingert Furnace Company in Montpelier, Ohio, in 1907. The rst products were coal-, oil-

and gas-red furnaces. In 1949 the company moved to Manitou Beach, Michigan, and in

1955 Heat Controller was sold to its current owners and moved to a new plant in Jackson,

Michigan, that remains the company’s headquarters today.

About this time Heat Controller shifted its production emphasis from furnaces to include

room air conditioners, central air conditioning, and dehumidiers under the Comfort-Aire

brand name.

In the late 1960s, Heat Controller restructured its furnace line, focusing on residential

gas-red and oil-red furnaces, while still maintaining an emphasis on the air condition-

ing portion of the business. In 1975, Heat Controller acquired the Century® brand name

and assets, and incorporated those product offerings and market distribution into the Heat

Controller family. Century’s history dates back to 1917 and continues today to offer a

complete line of residential and light commercial heating and air conditioning products.

In 2000, the company acquired Aiton’s Equipment of Canada, providing increased market

penetration in North America.

Today Heat Controller is in its eighth decade of providing quality residential furnaces,

room air conditioners, heat pumps and central air conditioning, as well as commercial

heating and air conditioning products ranging from 1/2 to 25 tons.

Heat Controller is known throughout the industrty for efcient, reliable products and in-

season availability. Whether for heating or cooling, these products meet or exceed in-

dustry standards for energy efciency. The line is constantly being updated to include the

features and new technology customers demand.

The company motto remains as true today as it was when it was adopted in 1955:

“The Quality Leader in Conditioning Air.”

Heat Controller Contacts

Main Phone Number: 517-787-2100

Fax Number: 517-787-9341

President and CEO.......................... Don Peck .................. 517-780-3212 .................dpeck@heatcontroller.com

Executive Vice President .................Lou Rasmussen ........ 517-780-3205 ........ lrasmussen@heatcontroller.com

Vice Pres., Finance .........................Dave Duane .............. 517-780-3200 .............. dduane@heatcontroller.com

Vice Pres., Mktg & Prod. Dev. ......... Jerry Troke ................ 517-780-3219 ..................jtroke@heatcontroller.com

Director of Sales/CAC. .................... Bob Sycks ................. 517-780-3204 ................ rsycks@heatcontroller.com

Director of Sales/RAC ..................... Mike Delwiche ........... 517-780-3215 ......... mdelwiche@heatcontroller.com

Sales Manager ................................ Leon Cogswell .......... 517-780-3238 ............lcogswell@heatcontroller.com

Pricing Analyst/eStorefront .............. Jennifer Barr ............. 517-787-3238 ................... jbarr@heatcontroller.com

Accounting/HR Manager ................. Carla Austin ............... 517-780-3206 ............... caustin@heatcontroller.com

Credit Manager ................................ Tracy Volz ................. 517-780-3201 ................... tvolz@heatcontroller.com

Product Manager ............................. Roxanne Scott .......... 517-780-3217 ..................rscott@heatcontroller.com

Director of Purchasing ..................... Dave Lamb ................ 517-780-3218 .................dlamb@heatcontroller.com

Purchasing Assistant ....................... Mary Davis ................ 517-780-3216 ............... mdavis@heatcontroller.com

Technical Service Advisor ................ Jerry Fenningsdorf .... 517-780-3202 ......jfenningsdorf@heatcontroller.com

Technical Service Advisor ................ Mark Hamilton ........... 517-780-3210 ..........mhamilton@heatcontroller.com

Technical Service Advisor ................ Bud Michael .............. 517-780-3208 ............bmichael@heatcontroller.com

Customer Serv/Operations Mgr ....... Brent Martin .............. 517-780-3224 .............. bmartin@heatcontroller.com

Customer Service Reps................... Mike Brzezinski ......... 517-780-3211 ....... mbrzezinski@heatcontroller.com

Ryvan Fedore ........... 517-780-3203 ............... rfedore@heatcontroller.com

Dick Geisen ............... 517-780-3209 ...............rgeisen@heatcontroller.com

Jack Maxson ............. 517-780-3236 ............. jmaxson@heatcontroller.com

Bonnie Rukstelo ........ 517-780-3226 ............brukstelo@heatcontroller.com

Luann Stone .............. 517-780-3213 .................lstone@heatcontroller.com

Advertising Manager........................ LeeAnne Perkins ....... 517-780-3214 .............. lperkins@heatcontroller.com

Marketing Comm. Specialist ............ Suzanne Kanalas ...... 517-780-3239 ............ skanalas@heatcontroller.com

Switchboard Operator...................... M. J. Jacobs .............. 517-780-2100 ............. mjacobs@heatcontroller.com

Web Sites:

www.heatcontroller.com

www.comfort-aire.com

www.century-hvac.com

Cooperative Advertising Program

Heat Controller’s co-op advertising program exists to help you, our distributor, promote

and sell our products. Co-op funds are accrued based on your purchases throughout the

co-op year (Sept. 1 to Aug. 31). See the “Advertising Co-op” section for details.

CO-OP CLAIM PROCEDURE:

Co-op funds may be claimed by completing a Co-op Advertising Form and giving it to your

Heat Controller sales representative to submit. Our program is designed for distributors

only, but if you choose, you may allow dealers to make claims using your co-op fund. The

form must be completed by you and submitted by your sales representative. Be sure to

include all support documentation including copies of invoices, tearsheets, samples, etc.

Heat Controller reimburses eligible activities on a 50/50 basis. Qualifying activities include

such things as catalogs, yers, open houses, etc. The manual that follows gives complete

details and you should become familiar with it.

ADVERTISING SPECIALTIES:

You may also use co-op funds to “purchase” quality Heat Controller mechandise which

is shown in the “Advertising Specialties” brochure. Co-op funds can be used for 50% of

the cost of these items and you will be invoiced for the other 50%, except for our signage

which is 100% covered by co-op. Orders for a given co-op year must be placed by August

31. See “Advertising Specialties” in the “Advertising Co-op” on the web site.

CO-OP IS NOT A REBATE:

It is important to remember that co-op monies belong to Heat Controller and are only is-

sued to distributors to offset a portion of the cost of qualifying promotional activities. At no

time will the funds be distributed except as part of an approved program and with receipt

of necessary documentation and performance details of the promotional activity.

CO-OP DEADLINES:

Heat Controller’s co-op year is September 1 to August 31. All claims should be submitted

within 60 days of the activity or promotion occurring; nal day for submitting claims in any

given year is October 30. Orders for advertising specialties must be placed by Aug. 31.

PRE-APPROVAL RECOMMENDED:

If you are planning a promotion, it is strongly recommended that you contact the Adver-

tising Manager for pre-approval. In the case of trip programs, pre-approval is absolutely

required. This will prevent a denial of a claim because the promotion/activity did not meet

the eligibility requirements. Approval only means the project meets the content/program

criteria—at no time will reimbursement exceed the earned amount of co-op funds avail-

able for any given year, even if pre-approval has been granted.

ARTWORK:

Photos and line art are also available in electronic format from your sales representative

or from the Heat Controller Advertising Manager.

Cooperative

Advertising

Policy Manual

THE QUALITY LEADER IN CONDITIONING AIR

Section 1

Comfort-Aire Cooperative

Advertising Program

The Comfort-Aire cooperative advertising program

exists to make funds available for authorized

distributors to help them and their dealers, if the

distributor chooses, promote Comfort-Aire products

on a local and regional level.

This manual lists the conditions and regulations

governing cooperative advertising of Comfort-Aire

products sold by Heat Controller, Inc. All parties

participating in the co-op advertising program

are expected to understand and abide by these

conditions and regulations. Credits for authorized

co-op advertising and promotional activities will be

issued to distributors only if the regulations set forth

in this manual are strictly observed.

Section II

Co-op Fund Accruals

Distributors qualify for co-op funds based on Heat

Controller programs in effect during any given

year. Co-op funds are accrued based on product

shipments (less freight); service and repair parts do

not qualify for co-op funds.

To receive co-op funds, the distributor account

must be current. Any distributor who fails to make

payments, who is placed on credit hold, or who is

otherwise not current with his account is not eligible

for co-op funds until the account is brought up to

date. A distributor who through his own choice or

through Heat Controller action is removed from

“authorized distributor” status loses any co-op funds

accumulated during the current co-op year.

The accrual period is September 1 to August 31.

Funds not spent in the current year cannot be

carried over into the next year. Unused funds are

retained by Heat Controller.

Section III

Use of Co-op Funds

Cooperative advertising funds may be used only

for advertising in the media listed in this document

and under the conditions and limitations described.

The use of co-op funds for any use not specically

described in this document requires advance

approval from Heat Controller. Likewise, any

advertising/promotional activity that deviates from

the descriptions in this document must have prior

approval.

Heat Controller, Inc., maintains full control

of the Comfort-Aire cooperative advertising

program on the distributor level. Comfort-Aire

manufacturer’s representatives and salesmen

have the responsibility for review of distributor

co-op participation based on available funds

and authorized programs. However, only Heat

Controller, Inc., can authorize or approve co-op

advertising commitments and claims.

Heat Controller, Inc., does not establish cooperative

advertising programs or accept claims from dealers.

Dealers must submit their cooperative advertising

requests through their authorized distributors.

It is mandatory that all advertising showing Comfort-

Aire products and carrying the Comfort-Aire name

comply with good business ethics and conform to

the regulations of the Federal Trade Commission

and other pertinent Federal and state laws. The

advertising standards of the Association of Home

Appliance Manufacturers, the Air-Conditioning

and Refrigeration Institute and any other

appropriate industry organizations, as well as the

Better Business Bureau, apply to all cooperative

advertisements.

Eligibility—To quality for co-op funds, the Comfort-

Aire name and/or products must appear in the

advertising. No claims will be honored when

competitive companies or products are included

in the same advertisement. When Comfort-Aire

products are included with non-competitive products

in the same advertisement, claims are paid on

the percentage of space used for Comfort-Aire

products, not on the entire advertisement.

To qualify, every newspaper, broadcast, magazine,

billboard and direct mail advertisement must carry

the Comfort-Aire trade name in the authorized style.

The Comfort-Aire name must appear at least as

large in size as the distributor’s or dealer’s own

identication. Failure to comply with this regulation

is sufcient cause to reject an advertising claim.

The standards apply to all advertisements for

Comfort-Aire products, including company-prepared

ads as well as distributor and dealer advertising

in all media. The standards are designed to keep

advertising within the bounds of good business

practice as well as in compliance with the

regulations of the Federal Trade Commission which

prohibit unfair and deceptive practices in commerce.

Co-op credits will not be issued for advertising

which fails to comply with these regulations.

Section IV

Cooperative Advertising Form

The Advertising Commitment/Claim Form (all three

copies) must be completed by the Heat Controller

representative and the distributor before it is sent

to Heat Controller for approval. Claims received

directly from a distributor may be returned to our

representative or to the distributor for correct

completion of the form.

A. Advertising Commitment Form—Check the

“Advertising Commitment” box on the Co-op Ad

Form and use it to advise Heat Controller of:

1. your intent to participate in the co-op program

2. the extent of participation anticipated (in

dollars)

3. the type of program, i.e., newspaper, radio,

product meetings, etc.

4. any deviation from stated program (prior

approval is required for programs that are not

clearly dened in this document)

Heat Controller reserves the right to approve or

deny any claim if a commitment form was not used

to seek prior authorization. Distributors may include

more than one program on a form but must submit a

separate form for each dealer program.

IMPORTANT: Advertising Commitment Form must

be submitted to the Company for approval prior

to the date of the actual advertising appearing.

Submission of a commitment form does not

automatically mean approval of the advertising:

approval is granted only when a signed commitment

form indicating approval is returned to the

distributor. The claim may be disallowed if this

procedure is not followed. Approval only means

project meets content eligibility. At no time will the

co-op credit exceed the amount accrued, even if

pre-approval has been granted.

B. Advertising Claim Form

Check the “Advertising Claim” box on the Co-op Ad

Form to submit a claim to the company. It should

be completed and signed by the distributor and a

company representative prior to being sent to Heat

Controller.

All advertising costs must be shown on the form

and copies of invoices, tear sheets or other proof

of advertising attached. No claim will be considered

if invoices and samples are not included.Include a

copy of approved Commitment Form, if applicable.

Multiple forms of advertising may be included on

one form; however, a cost breakdown and proof of

advertising must be included for each.

Advertising claims are paid on a 50/50 basis and

the amount claimed on the form may be adjusted

at the discretion of Heat Controller after review of

supporting materials.

Send two copies of the advertising Claim Form to

Heat Controller for processing; retain one copy for

distributor les.

Section V

Approved Media and Content

Requirements

Cooperative advertising funds may be used for

advertising in the following media under the

conditions and limitations described. Any program

not listed in this document must have prior

approval.

A. NEWSPAPER ADVERTISING—Only the cost

of space qualies for co-op credits; production

costs cannot be claimed. The name of the paper

in which the ad(s) appeared must appear on the

claim and Heat Controller reserves the right to

request a rate card and circulation statement

(Heat Controller may deny a claim for which, in

our judgment, circulation does not justify rates).

The Comfort-Aire logo must appear at least as

large as the distributor/dealer name and at least

50% of the ad must be devoted to Comfort-Aire

products. Absolutely no information on direct

competitors may appear in the ad; for non-

competitive multiple manufacturers, allowable

co-op will be calculated on the amount of space

dedicated to Comfort-Aire products.

To submit a newspaper advertising claim,

include standard claim form plus:

• Full page tear sheet showing date, ad, page

number, paper name

• Invoice from newspaper showing rate, insertion

date, total charge for space

(Lowest net cost after media discounts and

allowances must be charged; no agency

commissions may be included; no art or

preparation charges may be included in claim)

B. RADIO ADVERTISING—The only cost which

qualies for co-op is time; no production

costs are allowed. Claims must be supported

by a notarized invoice from the radio station

specifying that the commercials being billed

referred exclusively to Comfort-Aire products.

A copy of the script(s) must be submitted. No

competitive products or manufacturers can be

mentioned.

To submit a radio advertising claim, include

standard claim form plus:

• Notarized afdavit of performance showing

the starting date and hour each Comfort-Aire

commercial was broadcast

• Invoice from radio station

• Script of commercial (and Heat Controller

prior approval notice)

NOTE: Lowest net cost after media discounts

and allowances must be charged; no agency

commissions may be included; no editing,

reproduction or preparation charges may be

included in co-op claim)

C. TELEVISION/CABLE TV ADVERTISING—

Only the cost of time qualies for co-op

reimbursement, except for the cost of

preparing dealer signatures for open-end TV

spot commercials. Notarized station invoices

supporting the claims must be submitted, along

with a copy of the commercial (storyboard or

script is acceptable). Heat Controller reserves

the right to request a video of the commercial.

No competitive products or manufacturers may

be mentioned.

To submit a television advertising claim,

include standard claim form plus:

• Notarized afdavit of performance showing

the starting date and hour each Comfort-Aire

commercial was broadcast

• Invoice from television station

• Script of commercial (and Heat Controller

prior approval notice)

NOTE: Lowest net cost after media discounts

and allowances must be charged; no agency

commissions may be included; no art, editing,

lming, reproduction or preparation charges

may be included in co-op claim)

D. OUTDOOR (BILLBOARD) ADVERTISING—

Locally prepared billboards must be approved

prior to posting (submit a copy of the artwork).

A photograph and a copy of the invoice showing

locations of boards must be submitted with the

claim. No competitive products or manufacturers

may be shown.

To submit outdoor advertising claims,

include standard claim form plus:

• Copy of paid invoice showing dates of posting

• Photo of each installed billboard (one photo

per location)

E. DIRECT MAIL—If pieces are prepared by

Comfort-Aire are sent, the cost of lists, mailing

services and postage may be claimed for co-op.

For distributor- or dealer-prepared direct mail

pieces, pre-approval is required and artwork/

production costs are not covered. Claims must

include post ofce receipts, printing invoices,

mail house invoice (if used), and a sample

of the piece that was mailed. No mention

of competitive products or manufacturers is

allowed; for non-competitive products, allowable

co-op will be calculated on the amount of space

dedicated to Comfort-Aire.

NOTE: Syndicated catalogs imprinted with a

dealer’s name will not be approved, even if

circulated by mail.

To submit a direct mail advertising claim,

include standard claim form plus:

• A sample of the complete mailing piece (not

just a tear sheet)

• A copy of the paid invoice(s) for printing,

addressing, etc.

• A copy of the original Post Ofce postage

receipt

F. MAGAZINE ADVERTISING—Only the cost

of space qualies for co-op funds; no artwork

or production charges qualify. Heat Controller

reserves the right to request a rate card and

circulation statement (Heat Controller may

deny a claim for which, in our judgment,

circulation does not justify rates). No mention

of competitive products or manufacturers

is allowed; for non-competitive products

or manufacturers, allowable co-op will be

calculated based on the amount of space

dedicated to Comfort-Aire.

To submit a magazine advertising claim,

include standard claim form plus:

• Full page tear sheet showing date, ad, page

number, publication name

• Invoice from magazine showing rate, insertion

date, total charge for space

(Lowest net cost after media discounts and

allowances must be charged; no agency

commissions may be included; no art or

preparation charges may be included in claim)

G. DISTRIBUTOR MEETINGS—Meetings

to introduce Comfort-Aire products, to launch

promotions or to provide product training qualify

for co-op funds AS LONG AS a Comfort-Aire

sales representative or Heat Controller sales/

marketing staff member is in attendance at

the meeting. Submit original, paid invoices for

printing of invitations and other promotional

materials; also invoices for room charges and/

or refreshments, if applicable. No competitive

products or manufacturers may be shown or

promoted. If non-competitive products are

shown/discussed, Heat Controller will reimburse

only on a prorated basis. Distributor meetings

should have pre-approval from Heat Controller

sales managers.

To submit a direct mail advertising claim,

include standard claim form plus:

• Copy of all paid invoices to support the total

cost of the meeting

• Sample of any mailings/posters used to

promote the meeting

• Verication by Comfort-Aire representative

that he or a member of his sales staff or a

member of the Heat Controller staff was

present at the meeting

H. YELLOW PAGES ADVERTISING—The cost

of a distributor or dealer listing showing the

Comfort-Aire brand name and listed under “Air

Conditioning” or “Heating” is eligible. Display

advertising may be eligible but prior approval

is absolutely required.

To submit a yellow pages advertising claim,

include standard claim form plus:

• A copy of the invoice and contract with the

telephone company showing the yearly cost

and type of ad (NOTE: no art or preparation

charges may be included)

• Tear sheet of the ad

• Notice of prior approval from Heat Controller

I. TRADE SHOWS—Only the cost of booth space

is allowable. Freight, drayage, installation/

dismantling labor, etc., is not eligible for co-op.

Trade shows must have prior approval. No

competitive products or manufacturers may be

included in the exhibit. Where non-competing

products/manufacturers are included, Heat

Controller will share the booth space equally

with all manufacturers. Claims must include a

copy of the paid invoice for the space; claims

cannot be made until after the show has

occurred.

To submit a trade show advertising claim,

include standard claim form plus:

• Copy of the paid invoice for SPACE ONLY for

off-site trade shows

• For on-site trade shows, copies of invoices for

actual costs pertaining to putting on the show

(prorated according to Comfort-Aire’s portion)

• Photograph of the trade show booth or display

• List of manufacturers participating in the trade

show (can be supplied by the event organizing

committee)

J. DISTRIBUTOR CATALOG/FLYER—Heat

Controller will pay co-op claims based on the

amount of space allocated to Comfort-Aire

products. For instance, the rate for 5 pages in

a 200 page catalog will be 2.5% of the overall

costs, reimbursed on a 50/50 basis. Claims

must include a copy of the printing invoice.

Distributors who charge for space in a catalog/

yer must get prior approval and claims will be

considered only in special cases.

To submit a catalog/yer claim, include

standard claim form plus:

• A copy of the paid invoice for printing (no art

or preparation charges are allowed)

• Tear sheets or pages from the catalog/yer;

complete catalog or yer is preferred

• The number of total pages in the catalog or

yer (no claim will be accepted without this

information)

K. PROMOTIONAL ITEMS/DISTRIBUTOR-

DEALER IDENTIFICATION—Most Comfort-

Aire promotional items are eligible for co-op

on a 50/50 basis, although some items qualify

for 100% co-op. See the order form for more

information. Any deviation from company-

supplied items must have prior approval.

To submit a claim, include the standard

claim form plus:

• Copy of paid invoice(s) supporting the claim (if

distributor is ordering products from Comfort-

Aire, 50% of the cost will be deducted from

the distributor’s co-op fund and the distributor

will be invoiced for the remaining 50%)

• A sample or photo of the item (if distributor

produced)

• Notice of Heat Controller advance approval

L. FACTORY-INITIATED INCENTIVES—Only

those costs which the company agrees to prior

to the onset of the program are eligible.

To submit a claim, include the standard

claim form plus:

• Copy of invoices supporting the program

• Copy of Heat Controller advance approval

M. DISTRIBUTOR/DEALER TRIP PROGRAMS—

Under no circumstances will these types

of programs be considered without prior

approval. All promotions must specically

mention Comfort-Aire and the trip accrual period

must be clearly shown in literature promoting

the trip. All invoices must be submitted with

complete and proper documentation of Comfort-

Aire purchases made for participants to qualify.

Only purchases made during the qualifying

period will be considered part of the program.

Heat Controller’s share will be based on the

number of other manufacturers participating;

the maximum amount will be 50% of Heat

Controller’s portion but may be lowered

depending on trip qualifying purchases.

To submit trip claims, include the standard

claim form plus:

• Copy of the yer and/or other communication

promoting the program; this yer must

specically mention Comfort-Aire’s partici-

pation, show a general outline of the program,

and list guidelines for the program and how

the dealer qualies for the trip

• Copies of Comfort-Aire product purchases

during the qualifying time period

• Invoice from the travel agency

• Number of manufacturers participating in the

program

• Notice of Heat Controller advance approval

N. OTHER—Any forms of co-op advertising not

covered in this document must have prior

approval using the Advertising Commitment

Form.

To submit a claim for other items/programs,

include the standard claim form plus:

• Notication of Heat Controller advance

approval

• Copies of invoice(s)

• Any sample or supporting material to back up

the claim

Section VI

Unacceptable Advertising Procedures

Heat Controller considers the following actions/

programs to be unacceptable under the terms of

the Comfort-Aire cooperative advertising program

and claims will be denied when these unacceptable

procedures occur.

A. Disparagement of Competitors—Competitive

products and manufacturers shall not be

disparaged. However, invitations to consumers

to compare products may be made; the name(s)

of the competitor(s) or products(s) should not be

used and its identity not disclosed.

B. Testimonials—If a testimonial is used, it

should be genuine and no claims should be

made that it is unsolicited unless that is a fact.

No claim should be made that Comfort-Aire

products have received a specic endorsement

or approval unless this is true. In such cases, a

release by the individual making the testimonial

must be obtained prior to publication.

C. Deceptive Illustrations and Statements of

Features—The price or terms of payment for

any model should not appear with an illustration

of a different model (specically one that

is higher priced) unless qualied, or with a

statement of features not available at that price

or on those terms.

D. Price References—Prices shall not be

designated at “reduced” or “sale price” unless

that is a fact. If “former price” is used, it should

be the most recent price at which the product

was sold. No “was/is” type of price advertising

will be permitted unless it can be substantiated

by earlier advertisements, former price lists, etc.

E. Trade-Ins—The price of any Comfort-Aire

product shall not be deceptively inated or

masked to offset a purported trade-in allowance.

F. Warranties—There shall be no statement or

implication that the warranty applicable to our

products is other than the warranty actually

given. If a dealer extends a warranty which

is greater than that given by Heat Controller,

Inc., or which differs in any respect from the

Heat Controller warranty, it must be so stated.

Claims should not be made that satisfaction is

guaranteed or that implies service is free for an

indenite period of time where the guarantee

covers only defects in material and

workmanship and is limited to a specic period

of time.

G. Lotteries—No lottery scheme shall be

employed. A lottery exists when all three of the

following conditions exist:

• A consideration of some sort is required of the

entrant as a condition of his or her eligibility

(entrant must buy an article, pay a fee, etc.).

• A prize is given.

• Pure chance determines the winner of the

prize.

H. Combination Offers—A combination of articles

shall not be offered at a price alleged to be the

price of one when in fact the price of one is

increased to pay for other items included in the

offer. Combination offers will not be permitted

unless permission by the advertising manager

has been granted in writing prior to the ad

appearing.

I. Misrepresentation—There shall be no

deceptions or misrepresentations, directly or

indirectly, expressed or made by inference or

implication.

J. Price Reductions/Discounts—Co-op

advertising funds may not be used as a price

reduction or discount under any circumstances.

Co-op funds may not be used for consumer

premiums given with the purchase of Comfort-

Aire products.

K. Product and/or Sales Incentives—Comfort-

Aire products given as consumer premiums

or salemen’s incentives may not be charged

against co-op advertising.

L. Rebate/SPIFF Programs—Under no

circumstances are product rebates or

salesmen’s SPIFFs eligible for co-op funds.

M. Other—Heat Controller, Inc., reserves the right

to revise the preceding list to include other

unacceptable procedures without prior notice.

Section VII

Reimbursement for Co-op Expenditures

Distributors will be reimbursed for Heat Controller,

Inc.’s share of the actual cost of approved

advertising/promotional activities on a 50/50 basis

(some exceptions apply). This reimbursement will

take the form of advertising credits made to the

distributor’s regular account and deductible from the

distributor’s regular merchandise account.

Although advertising activities may have received

prior approval, reimbursement will not be made in

excess of the amount of co-op funds accrued by the

distributor during the qualifying period.

A. At no time may deductions be made by

the distributor from merchandise account

payment checks made out to Heat Controller,

Inc. All advertising payments will be made to

distributors in the form of a co-op advertising

credit upon proper claim verication and when

sufcient co-op funds are available.

B. In no case may the dealer’s share of advertising

costs be charged directly against the co-op

fund. Dealers may submit claims only through

the distributor.

C. Except for specic programs listed, 50% of

the total cost of the advertising program will

be deducted as the distributor’s or dealer’s

participation.

D. A check may be issued by the Company to

reimburse a distributor for participation in

promotional programs that qualify as co-op

advertising only when a special request is made

at the time the Commitment Form is sent to

Heat Controller, Inc.

All claims for advertising credit must be prepared in

triplicate using the co-op Advertising Claim Form.

Heat Controller will not issue credit based solely

on a distributor invoice. Claims should be sent

through a company sales representative except in

special instances where permission may be granted

to submit claims directly to the Company.

Section V includes a list of the documents which

must accompany specic co-op claims.

Section VIII

Deadline for Filing Co-op Claims

Advertising claims must be received within 60

days after the appearance of an advertisement or

completion of a promotion activity. All claims for a

co-op year must be received within 60 days of the

end of the co-op year, or by October 30. Failure

to comply with the deadline regulation will

automatically void co-op claims.

All advertising claims will be carefully checked for

proper charges. Advertising costs will be checked

against published rates to ensure that the lowest

cost available to the distributor or dealer (after

discounts and other allowances) is being charged

on the claim. Approved documentation must

accompany each claim. All invoices should indicate

the rate classication under which the claim is

made, i.e., 200-in rate, 10,000 line contract, 13

week schedule, etc. Submitted proof of advertising

will be checked against standards for copy, layout

and advertising policy as outlined in this policy

manual.

In the event of error or omission of required

documentation, advertising claims will be processed

and credit issued only for those items submitted

properly. The distributor will be notied of the

problem(s) with the claim and may resubmit the

claim with proper documentation.

The cost of mechanicals, artwork, creative work,

pre-ights and other preparatory work outside of

actual printing costs cannot be charged to co-

op advertising. Similarly, reprints and agency

commissions are not eligible for co-op funds.

On August 31, at the conclusion of Heat Controller

Inc.’s co-op year, the Company will reseve factory

co-op accruals for a period of 60 days only to cover

its share of outstanding advertising commitments (to

the limit of available Company co-op fund balances

then available). Commitments should be reported to

Heat Controller by the last day of August.

All remaining factory co-op funds will revert to Heat

Controller, Inc., on August 31. Unused accruals

cannot be carried over into the next year.

On October 31, company co-op funds being

reserved to meet distributor’s advertising com-

mitments for which a proper Advertising Claim

Form has been submitted will also revert to Heat

Controller, Inc. It is imperative that all advertising

claims for commitments through August 31 be

received by the Company no later than October 30.

Section IX

Amendments and Termination of

Co-op Program

Heat Controller, Inc., may, at its discretion, terminate

or amend this plan at any time. In the event of such

a termination, all claims for advertising credits will

be honored for the subsequent 30-day period only,

providing the distributor has sufcient accrual in the

co-op fund.

Participation by a distributor in the co-op program

shall cease in the event his wholesale distributor

agreement is terminated. All accruals in the co-op

fund will revert to Heat Controller at that time.

Additions, corrections, addendums and

cancellations of various types may be used to

update this manual.

This manual supersedes all prior agreements and

understandings, whether written or verbal, with

regard to the regulation and allocation of co-op

funds through Heat Controller, Inc., and is effective

from July 1, 2003, until further notice.

1900 Wellworth Ave., Jackson, Michigan 49203 • Ph. 517-787-2100 • Fax 517-787-9341 • www.heatcontroller.com

THE QUALITY LEADER IN CONDITIONING AIR

PRINTED IN USA 08/07 HC-COOP-07

Need Co-op Claim Forms?

Ask your Comfort-Aire representative for Co-op Advertising Forms or call the Litera-

ture Department at Heat Controller and ask for Form No. HC-AC-92

Freight Policy

Our freight policy is designed to allow you to mix and match most products as required to

meet your needs. A “unit” as referred to in the policy below refers to any compressor-bear-

ing product or any item with a fan. Commercial equipment 6 tons and over does not apply.

PREPAID FREIGHT

Any order of 30 or more units of furnaces and/or compressor-bearing products qualies for

prepaid freight. The drop ship charge is $100 US per location. These units can be mixed

and matched in any combination.

PTACs and MINI-SPLITS

Any order of 20 or more units from these two categories qualies for freight prepaid. The

drop ship charge is $50 US per location. Any combination of models from these two catego-

ries is allowed.

NON-QUALIFYING ORDERS

On orders of 29 units or less (19 or less for PTACs or Mini-Splits), freight is charged to the

distributor; the drop ship charges listed above also apply.

ADDITIONAL FREIGHT CHARGES

Certain types of deliveries incur additional freight charges which are out of our control.

These include, but are not limited to, deliveries to construction sites, residences, prisons,

nuclear sites, government facilities, mines and other limited access sites; also deliveries

requiring liftgate usage, notication prior to delivery, and other special conditions. Extra

charges which are incurred at the time of delivery will be billed back to you. Please take

these additional charges into consideration when you are quoting freight to a customer—

they typically run between $75 and $100.

Also, prepaid freight on qualifying orders DOES NOT include any of these additional

delivery charges. They will be billed back to you as described above.

RUSH ORDERS

We make every attempt to help you meet customer requirements. The earlier in the day

you notify us of a rush order, the better the chance that we will be able to make your dead-

line. For parts or small units that can be shipped UPS, the absolute cut-off time for next day

air shipments is 1:00 p.m.

GENERAL FREIGHT POLICIES

Route and shipment point is at the discretion of Heat Controller, Inc. We make every

attempt to ship our products via the fastest and most cost-effective method.

Heat Controller uses preferred carriers when shipping “prepaid” or “prepaid and add”

orders. The use of preferred common carriers allows us to expedite your orders as the

carriers have trailers spotted at our factory, allowing many LTL orders to be shipped within

24 hours.

Customer orders are scheduled according to shipping zones to reduce the service time and

eliminate added handling.

Customer Routings:

Requests for specic customer routings will be honored when feasible. Such

shipments are sent F.O.B. Factory Collect. Note that damaged product cannot be

refused and the customer is responsible for ling a claim with the carrier.

All orders accepted for shipment are subject to any and all restrictions placed upon us or

our sources of supply by governmental orders and/or regulations. Heat Controller, Inc., will

not be responsible for delivery in the event of war, strikes, res, oods, accidents, delays or

other causes beyond our control.

Freight Claims

Heat Controller, Inc., is not responsible for damage that occurs during shipment to your

facility. It is essential that you inspect all goods at time of delivery and note any damage

on the freight bill. If you discover damage later, contact the carrrier as soon as possible;

however, some carriers will not accept damage claims after the fact.

PREFERRED COMMON CARRIER:

All products should be thoroughly inspected at the time of delivery. If visible damage is

found, take the following actions:

1. Inspect the damaged unit. Determine whether the product can be repaired, sold

at a reduced rate, or is unsalvageable. The inspection should be performed with

the driver present.

2. Note the damage on the freight bill.

If damage is not noted on the freight bill at the time of delivery, the carrier is

released from any furture claim for damage. Signing the bill free and clear indi-

cates that you received your goods in good condition and any damage occurred

while the items were in your possession.

3. LTL orders are shipped F.O.B. Factory; therefore, products with minor damage

should be received and the local terminal notied that an inspection is needed.

If the value of the damaged product is less than $500 US, the carrier may waive

its right to an inspection.

4. If the damaged unit can be repaired or sold at a discount, the claim should be

led asking for an allowance to cover the loss and/or repair expense.

5. If the product is unsalvageable, the customer has the option of receiving the

product and ling a claim for the full value of the product, or can note on the

freight bill that the product is refused because of the damage.

a. If the product is refused, the carrier will call Heat Controller requesting

authorization to return the product. Once the product is received by Heat

Controller, the customer’s credit will be processed.

b.To replace refused product, contact Heat Controller’s Customer Service

Department.

CONCEALED DAMAGE:

Concealed damage must be reported to the carrier within 10 days of receipt of the product;

after 10 days the carrier has no liability. NOTE: Even if the claim is accepted, you will not

receive full value of the item.

1. Call the local terminal to request an inspection.

2. Determine whether the product can be repaired, sold at a reduced rate or is unsal-

vageable.

3. After the inspection, le a claim with the carrier.

CONTRACT CARRIER:

When visible damage is noted during unloading of a contract carrier load, take the following

actions:

1. Have the driver notify his company’s Over, Short and Damage Department

(O S & D)

5. Call Heat Controller’s Customer Service Department with the following informa-

tion:

a. Carrier name

b. Quantity, model and serial number of damaged product

c. Type of damage and extent of damage

d. Heat Controller’s sales order number (found on packing list)

e. Note damage on the freight bill, including quantity

Damaged product on a contract carrier cannot be refused.

1. If the product is not saleable, request that Customer Service make arrangements

for the damaged product to be returned to the factory. Heat Controller will then le

a claim with the carrier and credit will be issued to the customer once the product is

received at the factory and the claim has been processed.

2. If the damaged unit can be repaired or sold at a discount, inform Customer Service

of the requested dollar value of the discount and, upon receipt of this information,

Heat Controller will negotiate with the carrier for the allowance.

Concealed damage must be reported to Heat Controller’s Customer Service De-

partment within 10 days after receipt of the product. The carrier has no liability after

10 days. Give Heat Controller’s Customer Service Representative the following

information:

a. Heat Controller sales order number or invoice number

b. Carrier name

c. Quantity, model, and serial number of the damaged product(s)

d. Type of damage and extent of damage

Heat Controller’s Customer Service Representatives can answer any questions you might

have about freight claims.

Product Pick-Up

If you are located near the Heat Controller facility in Jackson, Michigan, you may want to

pick up an order in person. The procedure listed below helps us serve all our customers

better and alleviates delays due to truck lines that are occupying shipping docks during

the day.

1. All orders tagged for customer pick-up will be available Monday through

Friday from 8:00 a.m. to 11:00 a.m. Eastern Time.

2. Due to the time involved in picking the order, we do not accept pick-up

orders placed for the same day.

3. We are not able to add on to any orders placed for pick-up, so please check

your order for accuracy at the time you place it.

4. Once you have placed the order, a Customer Service Representative will

contact you to schedule an appointment day and time.

5. Orders are subject to cancellation if not picked up on the designated day.

Placing an Order

As an authorized Heat Controller distributor, we make it easy for you to place an order.

Simply fax or mail a purchase order to Customer Service. We strongly recommend you

use eStorefront in placing orders; otherwise fax, mail or e-mail your order so we have a

hard copy for reference (see “Contacts” for e-mail addresses). Your Heat Controller

representative also can assist you in preparing and submitting your order.

Using eStorefront:

The fastest, most accurate, and most convenient way to place an order is through

eStorefront. Heat Controller distributors in good standing may secure access to eStore-

front, our online order portal. You can place an order, check inventory status, review

pricing specic to your account, check current and past invoices, and track orders and

shipping. For access to eStorefront, log on to one of our web sites and follow the link to

eStorefront, then complete the “Request Account” feature.

All orders placed through eStorefront will be reviewed by Customer Service prior to

acceptance.

Fax or E-Mail Orders:

Be sure the purchase order includes the following:

• Heat Controller part number(s) of product(s)

• Quantity of each unit required

• Price for each unit

• If the order has been quoted as a special quotation, attach the quotation

or list the quotation number

• Release dates (if applicable)

• Shipping instructions including any drop ship locations

• Any other information regarding this order

• Contact name and phone/fax number

Customer Service Fax Number 517-787-9341

NOTE: Products are shown in our full line catalogs and complete part numbers can be

found in our price sheets. Price sheets also list any accessory items that are available.

Should there be discrepancies on the order, you will be notied by a Customer Service

Representative (CSR) to resolve the problem.

NOTE: All purchase orders and eStorefront orders are subject to Heat Controller’s

terms and conditions of sale contained herein and the terms and conditions in the

Heat Controller Price List and in the Heat Controller Limited Warranty.

PRICING:

Heat Controller mails price sheets to all distributors as they are revised to include new

products and pricing changes. All prices are in US currency. Price sheets may also be

ordered from our Literature Department using the Literature Order Form. Latest price

sheets are also available in the restricted section of the web site. Line set pricing is updated

monthly due primarily to the uctuating price of copper. Parts pricing is also updated month-

ly as new parts are added and supersessions occur.

All pricing is subject to change without notice.

NOTIFICATION OF SHIPPING:

We now offer shipping notication by e-mail. This information includes:

• List of items and quantities shipped

• Your purchase order number

• Method of shipment

• Tracking number

• Freight charges

Notication for all your shipments will be sent automatically to an e-mail address which you

specify. To use this service, send your e-mail address to:

rfedore@heatcontroller.com

or call Ryvan Fedore at 517-780-3203

Telephone Procedures

ROTATION:

Calls are taken by our Customer Service Representatives (CSRs) in the order in which

they are received. If all CSRs are busy on other calls, your call will go into our call waiting

queue and will be answered by the rst available CSR.

CALLING A SPECIFIC CSR

You can call a specic CSR by dialing that person’s direct line—direct lines are shown

in the “Contacts” list. If you do not have that list available, you can call the main Heat

Controller number and ask the operator to connect you to that individual.

Heat Controller 517-787-2100

VOICE MAIL

There are times when the volume of calls is such that a CSR is not immediately available.

In that case, you may leave a message on the voice mail system and the CSR will return

the call the same day.

If you call the main switchboard after hours, you may also leave a message in the main

Heat Controller mail box; the operator will forward that message rst thing on the next

business day.

E-MAIL

E-mail messages are a fast and easy way to contact someone at Heat Controller or to

request general information. Our “Contacts” list shows the e-mail addresses of the Heat

Controller staff.

NOTE: All telephone orders are subject to Heat Controller’s Terms and Conditions

of Sale and the terms and conditions in the Heat Controller Price List and in the

Heat Controller Limited Warranty.

IMPORTANT: Whenever calling about a product, have the model number and serial

number available.

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Heat Controller Comfort-Aire User manual

Brand: Heat Controller

Model: Comfort-Aire

Category: Heat pumps

Type: User manual

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Heat Controller Comfort-Aire User manual

Heat Controller Comfort-Aire User manual

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