Cookshack SmartSmoker 360 Operator's Manual - Page 14

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800.423.0698

APPENDIX B

If you have merchandise that you believe is defective please call Cookshack, Inc., at (580) 765-3669 and ask to

speak to a Customer Service Representative (CSR). Have your smoker oven model and serial number available,

if applicable. The CSR will take the information you provide and make a determination regarding the solution

to the problem. It is Cookshack, Inc.'s, option whether to replace or repair defective merchandise. If you are

told that your merchandise will be repaired or replaced under warranty, the following actions will be initiated:

1. The CSR will issue a Return Merchandise Authorization (RMA). This authorization is assigned a number

which is used to track the merchandise being returned. Please do not return any merchandise to Cookshack,

Inc. without first obtaining this authorization and RMA number. To do so will delay the appropriate resolu-

tion of the issue(s) in question. In some cases the CSR may mail you a form with an RMA number included.

This form will ask you to detail why it is felt that the merchandise needs to be repaired or replaced. This

merchandise much be received by Cookshack, Inc. within 30 days of the issue date of the RMA.

2. Package the merchandise in its original packaging, if possible. If this is not feasible, use equivalent packag-

ing to ensure the safe return of the items. You assume the risk of any loss or damage that occurs during tran-

sit due to improper packaging of the merchandise being returned.

3. Using a permanent magic marker clearly write the RMA number on the outside of the packaging. This en-

ables personnel in Receiving to identify the merchandise and initiate the repair or replacement procedures

authorized by the CSR.

4. Ship the merchandise to Cookshack, Inc., 2304 N. Ash St., Ponca City, OK 74601, shipping prepaid, F.O.B.

destination. At the discretion of the CSR, Cookshack, Inc. may issue a UPS Call Tag. In this case the return

freight will be paid by Cookshack.

5. In some cases, at Cookshack Inc.'s option, replacement merchandise may be shipped to you prior to our re-

ceipt of the defective merchandise. In this instance you will be invoiced for the replacement merchandise

upon shipment. Credit for this charge will be issued to you upon our receipt of the defective product.

6. Credit may be denied if the returned merchandise is not found to be defective by Cookshack, Inc.; if it is not

under warranty; if it is not received at Cookshack, Inc. 30 days after the RMA is issued; if it is damaged due

to abuse, misuse, misapplication, or accident; if it has been serviced or modified by any other than an author-

ized Cookshack, Inc. service agent; is not returned with an RMA number; is not in clean condition; is not

complete; is damaged or lost in transit. Inspection performed upon receipt of the product can override the

initial decision regarding repair or replacement made by the CSR.

7. Replacement merchandise is sent to you via UPS Ground or common carrier. If you request replacement

merchandise be sent by faster service than UPS Ground or common carrier you shall incur the cost of ship-

ping in excess of normal ground service.

Cookshack Model 350/360 SmartSmoker Oven

www.cookshack.com

Warranty Procedures

Ver. 06.2