Dear Valued Customers,

In order to ensure that you are covered in case of accident or oversight, please make sure to follow these instructions when receiving any shipment.

1) Walk into the trailer and do a visual inspection of your product prior to removing it from the trailer.

*If damage is observed, take a picture of the damage as you see it in the trailer.

*Point out the damage to the driver.

*Note the damage on the delivery receipt and have the carrier sign it.

2) Remove the product from the trailer.

3) Walk all the way around and visually inspect the product on all sides.

*If damage is observed, take a picture of the damage.

*Point out the damage to the driver.

*Note the damage on the delivery receipt and have the carrier sign it.

4) If the product is crated or enclosed, open the packaging and inspect the product before signing the delivery receipt and letting the carrier leave.

*NOTE: IF YOU ARE TO REFUSE ANY PRODUCT, REFUSE ONLY THE DAMAGED PRODUCT. ALWAYS ACCEPT ANY PRODUCT THAT IS IN GOOD CONDITION. This will go a long way in mitigating the carrier's loss and the length of time it takes to process the claim.

5) Note all damage on the delivery receipt and make sure that it is noted on both the carrier's copy as well as the consignee's copy.

*Note only the damage to the product, not the packaging. If it is noted only that the packaging was damaged, it could allow the carrier to deny the claim.

Examples of what NOT to write:

*Crate damaged. Accepted pending further inspection. (This would be considered concealed damage)

*No damage to the packaging but the item inside was dented. (The carrier will deny saying that since the packaging was not damaged, the product could have been damaged before it was packaged)

6) Pictures can tell a thousand words. Always make sure to take a few photos of the damage. If the consignee signed for the product free and clear and damage or loss is found after the fact, it is considered to be concealed damage/loss. In a concealed damage/loss situation, the following procedure should be followed:

*Stop un-packaging product as soon as you observe the damage. Do not throw away any packaging and do not move the product once the damage has been found

*Make sure to take pictures

*Contact the carrier and provide them with the delivering pro number from the delivery receipt. See if they wish to inspect the product.

*Contact the customer as soon as possible with the information and pictures. The customer will forward the possible claim to Evans Transportation.

*Finally, it is up to the consignee as to whether or not they refuse the damage material back to the carrier. If they do, they should note on the delivery receipt as well, that the product was refused due to damage.

*It is important to note that, if there isn't any noted damage on the delivery receipt, claim must be filed, in writing, within 15 calendar days of the delivery. If the claim is filed after the 15 day limit, the carrier will deny it outright.

Thank you for taking the time to read this important information. If you have any questions or concerns please contact us.

Sincerely,

The GVW Parts Team

Valued Customers,

In an effort to continually improve our service to our customers, GVW Parts can now guarantee same day shipping for your orders - placed until 3p.m. (local warehouse time) for all shipments.

This improvement on our former standard means that our customers can count on more of their shipments arriving sooner. Those customers that order later in the day will see a marked improvement in order turnaround time.

We strive to continually improve service to our customers. This newest advance, coupled with recent improvements to our will call program, complement our already stellar fill rate success and order quality levels. There have also been major improvements in our response time on solutions ticket handling.

As we move forward we will not be resting on our laurels. We will continually improve our fill rates and shipping success rates by continually measuring ourselves. At the same time we will strive to implement programs to drive our costs lower. We have truly moved forward in terms of our operational capabilities in 2012. Be assured we will relentlessly pursue further improvements in all areas as we strive to achieve and deliver “Best in Class” service for all our customers in 2013.

Thank you for your business.

October 24, 2012

Will Call Policy - Update

To all customers:

We are happy to announce that we have made the following changes to our Will Call Policy. These changes are intended to enhance your customer service experience. These changes will allow us to properly plan for you order and minimize your wait time at our locations.

Stock Orders

Stock orders that are placed before the 4:00 pm cutoff will be available for pick up the next day between the hours of 9 am and 3:30 pm. There will be a 20 line limit on stock will call orders. Please contact your local call center representative to make arrangements if you order is over 20 lines.

Emergency Orders

Emergency orders that are placed between the hours of 8 am and 2:30 pm will be available for pick up one hour after the order is placed and you have received an order confirmation. There will be a 10 line limit on emergency will call orders. Please contact your local call center representative to make arrangements if you order is over 10 lines.

Additional Information and Requirements

• Partial pickups are not allowed. You must pick up the entire will call order.
• Your will call will be available for up to five business days after you have placed your order. If the order is not picked up by the sixth business day the order will be shipped to you. Freight charges will be added to the order if order minimums are not met. Please note that a 25% restocking fee will be added if the shipped order is returned or refused.

Please contact your customer service representative for questions regarding this policy change and for instructions on how to pick up at one of our locations.

Thank you,

Michael Dalton
Manager of Operations & Business Analyst