GUIDELINES FOR BREAKAGES AND QUALITY COMPLAINTS

1. TRANSIT BREAKAGE ISSUES - ALL SURFACE RELATED CLAIMS

(glass breakage, chipping, corner breakage, scratches, rubbing mark etc.)

a) Concerned person at factory/site are advised to inspect the truck to identify

any breakage due to transit, shortage/excess of glasses, destabilization of
packing before unloading of goods.
b) SGG representative & driver of the vehicle should be alerted immediately on
any discrepancies observed inside the truck before unloading the glasses from
vehicle.
c) It is mandatory to take photographs of
a. Damaged glass identified within truck and also the sticker tag placed
on the glass of the respective damaged glasses.
b. Truck with number plate & glasses inside.
c. Packing stabilization, wooden crate/dunnage as in received condition.

d) Kindly inform SGG representative (Sales person and Dispatch team) through
oral/whatsapp/E Mail with below details
i. Scan copy of invoice, packing slip and LR copy/DC.
ii. Photos as mentioned in point (c)
iii. Location of truck along with driver mobile number.
iv. Contact details of customer’s representative for co-ordination at
factory/site.

e) On intimation, SGG representative will approve for unloading/surveyor visit

based on the severity of damages incurred.
f) Please do not unload the vehicle without getting a written confirmation from
SGG representative else claim will not be accepted.
g) On acceptance from SGG representative, driver/insurance surveyor should be
present at the unloading point near the vehicle.
h) Please mention the breakage/chipping/scratches etc. with details quantified
(quantity, size and specification) at the back of Challan copy and get it
endorsed by the driver with his name, sign and mobile number.
i) Shortage / Excess glasses received also may be noted in the same LR with
details as requested in point (h). The same to be recorded in the back of the
LR /Challan copy at the time of receipt of the material.
j) Kindly send a mail of endorsed LR copy for claim booking as per SGG
representative acceptance.
k) Please note that any damage incurred after the arrival of vehicle at site, at
the time of unloading/handling & stacking will not be considered under Claim
Policy.
l) In case of Insurance surveyor visit required, the surveyor will visit the
unloading point in max 3-4 working days.
m) Damaged quantity accepted by the Insurance surveyor will only be considered
for replacement (or) issuing Credit Note.
n) Please note that the details & cause in Surveyor report will be adhered upon
for processing claims and resupplying the glasses.
o) SGG will replace the glasses at the same site where the original glasses were
sent or, issue credit note within 30 days from acceptance by SGG
representative / Insurance Surveyor.

Please write a mail to below SGG representative for any transit breakage issues:

1) Muthuramalingam.K@saint-gobain.com
2) Sunil.M@saint-gobain.com
3) Shankar.Ganesh@saint-gobain.com
2. QUALITY COMPLAINTS (MANUFACTURING DEFECTS)

a) Kindly inform SGG representative (Sales person and QC team) about the
quality issue noted through a mail with below details
a. Scan copy of invoice, packing slip and LR copy/DC.
b. Photos of quality issue identified.
c. Location of material to which Quality Inspector should visit.
d. Contact details of customer’s representative for co-ordination at
factory/site.
b) Based on the nature of the quality complaint, SGG representative will
clarify/resolve the issues.

Please write a mail to below SGG representative for any transit breakage issues:

1) Shankar.Ganesh@saint-gobain.com
2) Sunil.M@saint-gobain.com

3. STORAGE & HANDLING OF GLASS REQUIREMENTS AT SITE:

a) Glass is generally stored vertically on its edge in dry conditions in a

ventilated under roof storage that avoid rain and water run-off and stops
condensation build-up on the glass. Glasses should not be kept in open space.
b) Individual sheets or cases of glass and pre-glazed materials should be secured,
blocked and braced to prevent falls.
c) Protective film put on one surface of the glass (to prevent surface damages
during transit) should be removed either while unloading or within 30 days from
receipt of material.
d) All glass panels need to be stored with proper interleaving material to prevent
glass to glass touching which could lead to surface defects.
e) Sufficient cushion needs to be provided at the back and bottom of the racks to
prevent any damage to the glass panels. Blocks or supports should ensure that
the bottom edge of the materials will be kept well above potential sources of
water.
f) Alkaline materials may be emitted from concrete, plaster, mortar etc. Such
materials, or materials containing fluorine or, phosphoric acids will lead to
staining or matting of the surface. To prevent such defects, all such substances
must be removed from the vicinity of the glass storage area immediately.
g) Ensure that stored materials are not exposed to activities of other trades such
as welding, painting and insulating.
h) Washing/cleaning tools used for cleaning of glass must be free of abrasive /
acidic / corrosive materials.
i) No cleaning solutions are allowed to come in contact with the edges of laminated
glass, lacquered / ceramic fritted products etc.
j) Do not attempt to clean the glass when it is hot or in direct sunlight as the
cleaning medium will dry premature and leaves permanent marks on the surface of
the glass.
k) Customers must provide information and necessary training on the safe handling of
glass panels to all workers involved in the un-loading, onsite storage or during