Professional Documents
Culture Documents
Communication
MON – FRI, 8:00AM – 6:00PM EST
(800) 633-5206
Aftermarket (704) 883-3760 fax
Parts, Sales and Support Assistance 1293 Glenway Drive
Statesville, NC 28625
Eric McGown
Customer Service Rep- North America
ericmcgown@dii.doosan.com
Doug Dennington
International- Outside North America
dougdennington@dii.doosan.com
Jake Cornelison
International- Outside North America
jakecornelison@dii.doosan.com
Bruce Wissinger
Government Parts Sales and Returns Administration
brucewissinger@dii.doosan.com
www.doosanportablepower.com
MON – FRI, 8:00AM – 5:00PM EST
(800) 633-5206
Field Service (704) 883-3760 fax
1293 Glenway Drive
Statesville, NC 28625
Steve Sadler
Field Service/Training Supervisor
stevesadler@dii.doosan.com
Compressor Support
Janet Burton
David Blackburn Warranty Claims Coordinator
Trainer janetburton@dii.doosan.com
davidblackburn@dii.doosan.com
Todd McInnis
Warranty Claims Analyst
Blackhawk MVS-6 / Engine Support toddmcinnis@dii.doosan.com
Jack Wright
Technician / Trainer
jackwright@dii.doosan.com
www.doosanportablepower.com
MON – FRI, 8:00AM – 5:00PM EST
(800) 633.5206
Product Specialists (704) 883.3770 fax
Shipping inquiries/order status, specification 1293 Glenway Drive
Information, availability/lead time Statesville, NC 28625
Ken Merrell
Office: 704.883.3652
Cell: 336.408.8677
kenmerrell@dii.doosan.com
Gary Wesley
Office: 704.883.3714
garywesley@dii.doosan.com
Systems Support
Phone:
1-800-633-5206; Option 4
Email:
DII-WebSupport@dii.doosan.com
www.doosanportablepower.com
MON – FRI, 8:00AM – 5:00PM EST
(800) 633-5206
Product Managers (704) 883-3770 fax
1293 Glenway Drive
Statesville, NC 28625
Generators
Russell Warner
Office: (704) 883-3711
Cell: (704) 881-4788
russellwarner@dii.doosan.com Todd Howe
Office: (704) 883-3611
Cell: (704) 942-1081
XHP/NHP/XXHP Air Compressors
toddhowe@dii.doosan.com
Drill Modules
Light Towers / Light Compaction
Mobile Security
Ted Flatt
Office: (704) 883-3592
Cell: (704) 907-8707 Rachel Luken Thompson
tedflatt@dii.doosan.com Office: (704) 883-3637
(Strategic Accounts Manager) Cell: (704) 241-6525
rachelluken@dii.doosan.com
www.doosanportablepower.com
VantagePoint
VantagePoint (VP) will help you gain immediate access to marketing tools,
product information, warranty bulletins and much more. This website is
accessed through your Passport and designed to give you direct access to useful
information about the Doosan Infracore Portable Power products you sell and
support. VP is also the place to go for literature fulfillment, Doosan Infracore
Portable Power merchandise, and useful tools such as the Tax Depreciation
calculator. VP is accessed through a link on Passport, the dealer portal, at
http://www.eDealerPortal.com. If you do not currently have access please
contact your Doosan Infracore Portable Power District Manager.
• Order Entry
• Order Status
• Returns & Credits
• Parts manuals
• Recommended spares lists
• Service bulletins and manuals
• Operation Manuals
• Basic Maintenance
• Schematics
• Troubleshooting
• Safety
Smart Equip™ is accessed via Dealer Passport and is free of charge. It can be
connected using a PC or laptop with a cellular phone from remote locations. For
assistance, or if you need to subscribe to Smart Equip™, call 800.633.5206 for
further information.
Functions:
Products:
Concrete Equipment
Light Compaction
Portable Air Compressors
Light Towers
Generators, Mobile
Truck-Mounted Equipment
Mobile Video Surveillance
Work Hours:
Customer Support
Technical Support
8:00 AM to Noon and 1:00 PM5:00 PM (EST, USA) – Monday through Friday
Contact Us:
Doosan Infracore Portable Power
Portable Power
1293 Glenway Dr.
Statesville, NC 28625
EMAIL:
You can contact any person at Doosan Infracore Portable Power by using the
following format: firstname.lastname@dii.doosan.com
Make sure you know if the first name is correct such as in the case of Robert or
Bob.
Example: john.doe@doosan.com
AFTER-HOURS SERVICE:
For evening and weekend emergency parts shipments only from utility
Equipment, these steps:
Compressors
The times listed are the latest we can receive order and ensure available material
will be shipped on a same-day basis. Any order requiring shipment after the cut-
off times will be handled as after-hours service. Emergency after-hours service
is an additional charge, and will likely incur high freight charges.
In the interest of building a strong Doosan Infracore Portable Power (DIPP) brand
image in the marketplace and strengthening our distribution channel, dealers
need to maintain a high degree of integrity with respect to the DIPP products that
they offer for sale. According to the Distributor Sales and Service Agreement,
dealers are not authorized to purchase from DIPP, parts for DIPP products that
are not covered by their Distributor Sales & Service Agreement.
If a DIPP dealer has ordered parts for DIPP products not covered by their
Distributor Sales and Service Agreement without authorization by DIPP, the
dealer will be subject to disciplinary action which may include termination of their
Distributor Sales & Service Agreement.
This policy will help insure that customers are working with dealers who are fully
trained and knowledgeable about the products for which parts are being sold.
Additionally, this policy will reduce the possibility of any confusion in the
marketplace as to which dealers are authorized to represent and/or sell specific
Doosan Infracore Portable Power machines and parts. Limitations may apply.
Order Types
Doosan Infracore Portable Power recognizes up to four types for parts orders:
A line from any open order may be forwarded to another location for shipping
while remaining lines are shipped from the primary warehouse. Doosan
Infracore Portable Power will ship material based on line date and order type.
Order information required is as follows:
The primary warehouse for most parts is Chicago. Some parts such as airends
and sheet metal will continue to use the factory warehouse as the primary
warehouse based on engineering, freight, and handling considerations. This
may result in split shipment of orders that contain items whose primary
warehouses are different.
Regardless of order priority, for each line item on your order, DIPP will look at the
part’s primary warehouse location first to fill the line item. If no stock is available
on the primary warehouse, it will search on a secondary location and ship if
enough stock to fill the line item quantity is available. If not stock is found on the
secondary warehouses to fill the line item quantity ordered, the item is back
ordered on the prime warehouse. Again, this may result in split shipment of
orders.
A weekly stock order only ships once a week. These weekly stock orders will
be shipped prepaid with DIPP choosing the mode of shipment. Stock orders are
intended for initial stocking or replenishment of the distributor’s inventory. Here
are some of the highlights of this program:
The second type of stock order is a “fill-in” stock order. These Stock Orders
must meet the minimum order value of $150 Dnet and can be placed as many
times throughout the week as needed. These “fill-in” stock orders are not
shipped pre-paid; the freight charge will be prepaid and added to the invoice.
Normal processing time for stock order is 2 days from the Chicago warehouse,
exclusive of transit time.
The shipping options are important to understand for the Fill-in Stock order type.
Below are screen shots of the system to help you understand these options
Both emergency and Machine Down orders receive a higher expediting priority
than a stock order. To better respond to your parts needs, we may ship material
from a location(s) other than the primary warehouse. Machine Down orders
require an extra effort to ensure timely shipment and delivery. We ask for your
cooperation not to abuse this classification and use only in true machine down
situations. This is not an alternative to an emergency order.
Modes of Entry
The preferred mode of order entry is electronic via SmartEquip for North
American Dealers. Any order received other than SmartEquip or EDI will be
assessed and administration fee of 3% of the value of the order. Other methods
of order entry include Mail & Fax. The distributors own order form or computer
listing is acceptable if the information required is included.
The times listed are the latest we can receive orders and ensure available
material will be shipped on a same-day basis. Any order requiring shipment after
the cut-off times will be handled as after-hours service, if a call is placed by the
dealer requesting this service. Otherwise, the order will process the next
business day.
Order Expediting
If, for any reason, a delivery promise requires a higher priority please advise a
Customer Support Representative. They have the knowledge, training and
empowerment to handle all your needs. The goal of Doosan Infracore Portable
Power is to provide the shipment of parts or a promise date within 24 hours of the
Availability Inquiries
Freight Carriers
In order to deliver the best possible service to our customer, Doosan Infracore
does not accept freight terms of collect or 3rd party bill to maintain some control
on the number of carriers and the available shipping dock space. It is in the
customer best interest to select carriers that Doosan Infracore Portable Power
recommends and conducts daily pickups with.
Carriers are selected to be most economical and provide the best service
possible; however, if a dealer selects a carrier that does not make daily pickups
at our warehouses, our dealers are responsible for arranging the pickup.
Carriers must pick up by 4 pm EST in Statesville and by 8 pm CST in Chicago.
Doosan Infracore Portable Power cannot be held liable for carriers arriving late
and being turned away.
Doosan Infracore Portable Power does not permit “No Charge” orders. To create
an audit trail, all shipments will be invoiced at the appropriate price and discount.
Credit may be requested via the Returns Center in SmartEquip. Claims for
warranty should only be submitted on the warranty system or through a warranty
claim form as stated in Doosan Infracore Portable Power Service and Warranty
Policy Manual and forwarded to the Warranty Claims Administrator.
Claims for lost or damaged material must be placed directly on the freight carrier.
If this situation occurs, enter a second order for the material in question. Doosan
Infracore Portable Power will invoice for both orders. Upon resolution, the
distributor will be reimbursed for the lost or damaged material on the original
order.
Certain air ends are utilized in portable compressors as well as mobile drilling
equipment.
When ordering air ends, the core charge is billed when the air end is shipped at
20% of the dealer net price displayed at order entry.
For ordering instructions of airends under warranty, refer to the Service and
Warranty Policy Manual for Doosan Infracore Portable Power.
Invoicing Policy
The invoice price for parts and accessories will be that in effect at the time of
order entry, unless otherwise specially quoted. Quotes must be in writing by a
Customer Support Representative or by Doosan Infracore Portable Power
Aftermarket management.
Unlisted Prices
There are occasions where Doosan Infracore Portable Power does not have
prices published or available electronically on-line via Smart Equip. If you require
a price that is not listed please contact your Customer Support Representative at
800.633.5206.
There are two conditions that allow the return of material to Doosan Infracore
Portable Power. First, addresses the Distributor’s inventory management and
the second is the return due to an error related to an order.
Return request should be submitted via SmartEquip. The packing slip (printed
from SmartEquip) shall be included with the shipment. Failure to include this
paperwork will result in return of the shipment at the dealer’s expense. Please
send the material immediately. Be sure to note the return authorization number
on all packages.
Inventory Management
Material Eligible for Return: All new, unused, undamaged and unmodified items
are eligible for return. Those made or ordered especially at the customer’s
request and items deemed non-returnable, are not eligible for return.
Authorized returns must be received 30 days from the authorization date (date
submitted via SmartEquip). Freight will be prepaid by the dealer. Any shipments
sent collect will be rejected. If there is reason for DIPP to credit freight, either
inbound or outbound, the request shall include that value. The faxed Return
Materials Authorization must be included with the returned material.
The extended net value of each line item must exceed $25.00 to be eligible for
inventory return.
Credit Issuance
A. Returned items, that have been previously approved for return and pass
inspection, will be approved for credit issuance.
B. Credit for all accepted items will be issued within 30 days of the receipt of
the return.
C. If the actual return received exceeds the value of the approved return, or if
the actual return contains items different from those approved, or if the
material returned does not meet the eligibility criteria, then Doosan
Infracore Portable Power may select items for rejection for which no credit
will be issued. In cases where the value is greater than $100, the
distributor will be asked to advise disposition for the rejected items which
will be held for 5 work days pending resolution. If no disposition advice
has been received, then the rejected items will be returned freight collect.
Quarterly Return
For quarterly returns returnable parts can be returned within return limits. The
quarterly return amount allowed is calculated by taking 15% of the previous
twelve (12) months weekly stock purchases and dividing it by four (4). The
distributor can return material using these two criteria (returnable item and within
the amount allowed) every 90 days. These returns requests must be submitted
via the Return Center in SmartEquip.
Items eligible for return will be shown as such in the Smart Equip system.
Credit: Credit issued for approved material will be at the current net price less a
15% handling / restocking charge.
This will offer you the opportunity to take advantage of quarterly returns without
re-stocking charges. Details are as follows:
For parts purchased in the first 12 months, guaranteed return privileges are
available to new Doosan Infracore Portable Power distributors. A representative
of the Customer Support team at Portable Power is available to assist new
distributors with their initial stock order needs. The guaranteed return enables
our new distributors to review their inventory and perform two returns for parts
purchased for dealer startup without minimum restocking requirements,
restocking and/or handling fees are waived. New distributor parts returns can be
done twice within the first 15 months of the distributor contract initiation. Return
freight charges are the responsibility of the distributor. Non-returnable parts are
not eligible – see Inventory Management section for details. A return material
authorization (RMA) must accompany each return.
To return the core and receive credit, a credit order request must be entered
via the Return Center in SmartEquip and a reason of “core return”. A copy of the
return authorization is to be used as the packing slip when shipping back to:
- Returned airend must be tagged with the return authorization number and
shipped prepaid to the Doosan Infracore Portable Power, Statesville, NC
factory.
- Do not seek an exchange airend to satisfy a warranty claim. Contact a
Field Service representative to process your warranty claim.
For ordering instructions of airends under warranty, refer to the Service and
Warranty Policy Manual for Doosan Infracore Portable Power.
Errors
If the return is against a specific shipment, the system will verify that the parts
shipped were on the invoice number entered on the screen and that the material
was shipped within the last 45 days. The distributor must classify the reason for
the return in one of the categories available in the Returns Center of SmartEquip.
The warranty claim procedures do not cover material shipped to the distributor in
error or in damaged condition. As a general rule, Customer Service/Parts
Marketing will resolve claims for parts not actually installed on the machine but
once the part is installed, the claim is resolved by the warranty administrator
through the warranty system.
The following items are not considered “parts” so specific warranties are included
in the Service and Warranty Policy Manual:
- Airends
- Engines
- Electronic controllers
Procedures
Warranty
Doosan Infracore Portable Power, through its distributor, warrants that parts
manufactured by it will be as specified and will be free from defects in
material and workmanship. The Company’s liability under this warranty shall
be limited to the repair or replacement of any part which was defective at the
time of shipment provided Purchaser notifies the Company of any such defect
promptly upon discovery, but in no event later than six (6) months from the
date of shipment of such part by the Company.
The Company F.O.B point of shipment shall make repairs and replacements.
The Company shall not be responsible for costs of transportation, removal, or
installation.
The remedies of the user set forth under the provisions of warranty outlined
above are exclusive and the total liability of Doosan Infracore Portable Power;
or its distributor with respect to this sale; or the equipment and service
furnished here under, in connection with the performance of breach thereof,
or from the sale, delivery, installation, repair or technical direction covered by
or furnished under this sale, whether based on contract warranty, negligence,
indemnity, strict liability or otherwise shall not exceed the purchase price of
the unit of equipment upon which such liability is based. Doosan Infracore
Portable Power and its distributor shall in no event be liable to the user, any
successors in interest, or any beneficiary of assignee relating to this sale for
nay consequential, incidental, indirect, special, or punitive damages arising
out of this sale; or any breach upon lost goodwill, lost profits or revenue,
interest, work stoppage, impairment of other goods, loss by reason of
shutdown or non-operation, increased expenses of operation of the
equipment, loss of use power system, cost of purchase of replacement
power; or claims or user or customer of the user for service interruption
whether or not such loss or damage is based on contract, warranty,
negligence, indemnity, strict liability or otherwise.