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<br />the installation work or performance of equipment installed. The call- <br />back phone number shall be very legible and no less than 14 point type. <br /> <br />(b) Copies of manufacturer warranties and/or information on where to obtain <br />replacement flapper valves to assure continued ULFT flush performance. <br /> <br />(c) A questionnaire/survey, supplied to Contractor by City, for Applicant to <br />mail back to City. The questionnaire will include questions about <br />Contractor's service and performance. <br /> <br />4-14 Call-backs, Warranties and Call-back Retention <br /> <br />4-14.1 As noted in Section 4-13, Contractor shall provide a local area or toll free number <br />to customer for call-backs. Upon reaching call-back number, if answered by an <br />answering machine or service, customer will be given the option of calling a <br />pager phone number or mobile phone number in case of an emergency. <br />Contractor shall immediately respond to emergency calls. All other call-backs <br />will be promptly and professionally responded to and customer's complaint dealt <br />with and the appropriate remedy or remedies taken to satisfy customer. <br />Remedies shall include but are not necessarily be limited to the following: <br /> <br />(a) adjustment of fixture parts <br />(b) repair of installation leaks <br />(c) installation of new angle stop if that is problem <br />(d) reinstallation of fixture with new seals, or installation of a new <br />replacement fixture <br />(e) repair of any damage to customer's property caused by leakage of water <br />or waste <br /> <br />Contractor shall maintain recorded messages until a written or computer file <br />recording call-backs is made. Said record shall as a minimum include name, <br />address and phone number of complainant and a description of the complaint, all <br />follow-up actions taken and when they were taken, and a full description of the <br />problem and the remedy. Copies of all call-back records shall be provided in <br />hard copy to the City weekly following the date that the first direct-install <br />installation is made. <br /> <br />4-14.2 Contractor shall be responsible for all product and service warranties supplied by <br />others, written or implied. In cases where call-backs involve warranties, <br />Contractor shall be responsible for obtaining and providing all services and <br />equipment due under the warranty. Contractor shall diligently work with toilet <br />manufacturers and other vendors to resolve any product quality and performance <br />problems disclosed or encountered by customer. Contractor will promptly report <br />and keep City fully informed about any warranty claims. <br /> <br />4-14.3AII the services described in this section shall be provided by Contractor to <br />customers for a period of one year following the installation date. <br /> <br />Agreement over $10K <br />City Attorney Approved Version 111803 <br /> <br />16 <br /> <br />.._C.."----""""-""--"""-."'-"""'-""".""'-"" - """'---"'--'-----'------ <br />