NYC-WTC_000231735

NYC 9/11 Public Portal Document

1.0 GE CAPITAL ITS, UNITED STATES SALES PRODUCT RETURN POLICY . . , 11 PURPO.3E Establishes Gt Capital IT-S (GECITSi United States sales product return policy apd time limits, /’n’duct.retuin time Fmit is thirty days for^on- ■ . defective factory sealed unopened Hardware product Configured Equipment is not eligible for product return ctedd Defective product is dealt with directly through original equipment n.anufattu'er GE reserves the right to refuse returns if: (i) restricted by manufacturerfvendor; or’(ii) products are obsolete pr are being produced o -published by a manufacturer that is insolvent or has declared bankruptcy. ’ . ' ' 12 SCOPE cCi'IS l)n:-ea Staff?? Sai?'? 2.0 RESPONSIBILITY AND AUTHORITY, f. ITS Vico President intellicenter Operations 3.0 DEFINITIONS AND ACRONYMS Contractual Software Feqi.ues signed contract with customer as condition for order placement, and return time limits vary with manufacturer

Depot War an'y Repair or service warranty carried out at authorized service center. DOA UeTct ve on arnvai GECITS General Electric Capital, Information Technology Solutions or GE Capital ITS Non-Sucnerted t’rodurtf items not supported under original equipment manufacturer (OEM)-GECITS relationship for warranty or re-ordering. OEM Original Equipment Manufacturer. Order Fulfilment Otrn. Order .entry discrepancies, erroneous shipping or delivery or vendor shipping errors. Product Rfitu-n F’rr cpsc authorized delivery to GECITS of previously sold product 'or full or partial credit. RA Ret-jin authorization R/t number and control number Two separate numbers return authorization number, and control number (which provide distinct, identification) Re-stocking Fee Charge subtracted from initial invoice price to offset product devaluation OEM price actions, or handling costs that adjusts initial invoice price for product returned to stock SAP Term that describes supply chain management segment within GECITS management nformation system. SOLI SAP nomenclature for contractually licensed software Vendor Direct Purchase Purchase of product made: directly from specific OEM as vendor 4.0 GECITS UNITED STATES SALES PRODUCT RETURN POLICY GUIDELINES 4 1 general a) GECITS may elect to authorize customer product return for full or partial credit. Policy detail and time limits are set out below for non-defective and defechve hardvraie prodi ct return vendor .direct purchase product return, and contractual doTware product return, along with additional guidelines for produc' return ration and product return shipment refusal. This policy is designed to meet market and competitive conditions. bl Ail prcui.ct returns shall ne authorized and processed through the GECITS Account Representatives at 1-877-443-2487. c) It 15 incumbeni upon the customer to initiate and to complete the product return process Return process commences by customer telephone contact with Account Repiesentatives Undeuniburircumstances are sales representatives or sales offices authorized to take possession of, or in any way to accept product returns 4 2 W2N£EF>:CJjyj;.PRiX)UCT a) Within thirty ;30i cays from ship date customers may be authorized to return supported, factory-sealed, unopened, hardware product (limited by terms established by manufacturer/vendors) Authorized returns that are not due to order fulfilirrent error is subject to re-stockng fee computed at thirty percent (30%) IO-' invoice price i per tern or minimum S 75 and customer is responsible for paying the shipping and handling charges to return the p'oduct. bl Th s non de%ctivn urohi nt return policy applies when product is returned in an unopened, OEM box or in an overpack box, and includes all OEM packaging plus ail manuais nahles connectors software, and .accessories Configured equipment is not eligible for product return credit, except tor conditions set out tn paroqraoh -1 b </) for nr fl in-ent errortt There shall be no exception to this non-defective product return policy or time elements. c) OEM original box and packaging shall be unopened, and shall not be defaced or marked in any way That means, for product return shipment, product returned shall be placed in overpack box that serves as shipping container: protects product returned and OEM items against any defacement or undesired rnarkinic: and preserves reh.'rned product in like new condition d) GECI I S Nat cnai Returns Center shah refuse io accept such product return shipments if the-e are any deviations from these provisions, e) RA number and control number shall be displayed on a shipping label and documentation in clear, distinct characters, for example that contain “RA #### ###->! ■ where number synihols represent numbers that Nat onal Returns Center provides an RA number and control number. f) Non-siipporfea product IM discontinued product shall not be authorized for product return for credit. Resolution for such products should be directed to the rrjspective CEM g) For product return .shipments with opened, used software or software with shrink wrapping removed, or where consumable supply items are absent, credit for product -etum shall net be authorized Any non-defective product return shipment that is not in compliance with this polcy shall be refused and/or shipped back to customer with collect shipping charges h) No credit shall he issued '.when non defective product return receiving process is initiated prior to determination that policy requirements are met, and where the completed ece'ving process subsequently identifies a policy requirement omission. In such cases, product return material may be shipped back to customer wth ; oiled shipp-ng charges 1) For ron-defecti fp crcdiic! reti shall not be issued for configured equipment or conf guration labor, freight, any prior re-stocking fee The only exception which r-nay be considered tor such items is for the correction of order fulfillment errors such as order entry discrepancies, erroneous shipping or delivery cir vendor shipping errors .as set out in paragraph 4,6 a), 4,3 DEFECTIVEI/RODLICG' a) Defective product shall not be authorized for return for credit. Any such product issues should be directed to OEM warranty service or resolution, GECITS is not liable for any failure of OEM to honor its warranties and/or its obligations to repair products or otherwise provide customer support. b) Suoperted defective product may be repaired or serviced under original equipment manufacturer warranty provisions. c) There shall be no exception to this defective product return policy or time elements 4,4 COfTLRACTiJAJ._SPLTW'AU?EJJCEJ^^ a) Cortru ware requires signed contract with customer as condition for order placement However, contractual software licenses are not eligible for refund or exchange unless OEM or vendor authorizes and provides approval documentation beforehand, NOTE As pomt of information, major industry participants, for example, Novell, Inc., Seagate Technology, Inc., and WRQ, Inc. operate with defined zero product return policy. b) Contractual s.jftwure licensed product does not include shrink-wrapped software or transactional licensing programs (that is, with no contract, for example Mi::rosoft MOLP; In SAP nomenclature and screen displays. SOLI refers to contractual software licensed product CJ Ths only excepliog whicb may be considered under Contractual Software License product return policy is the correction of order fulfillment errors such as orde- entry discreoancies. erroneous shipping or delivery, or vendor shipping errors. 4,5 VENDOR 9IRECT PURCHASE PRODUCT RETURNS Authorized, vendor dir ict purchase product return shall follow product return policy requirements for specific OEM, and subject to re-stocking fee computed at thirty percen’ jOTjIc f mvoiJice price) per item and minimum S75 re-stocking fee. 4,6 AffilT ONAl^G.yLDE.JN %FOR_PR_ODIJCT RETURN AUTHORIZATION ai In case .bl ciri.!er Tilfiii ent errors for exantple order entry discrepancies, erroneous shipping or delivery, or vendor shipping errors; product return credit may be aufnonzml for return based on the .greater of either specific OEM return policy limits or basic GE Capital IT Product Solution product return policy of 30da,'u are rm u,. .,:rtr, n-king fee b) When product sustains carriei in Iransit damage, annotate transportation document with damage condition at time and poirt of delivery, and initiate claim with carrier fm darmsge reimbursement. Report all ost, damaged over or short product shipments to the Account Representative, cj RA number riric centro! number snail be cancelled when product return shipment is not delivered within fifteen days from date of RA number and control number esim Tc-? the GEE,! IS Nai.t n ?i Returns Cttnter Any product return shipment shall be refused when offered for delivery after fifteen days from date cf RA number and control numne- issue d) All product return sb pments shall bet shipped prepaid Collect on delivery, or shipping charges collect shall be refused or shipped back to Customer with collect snipp ng charges and no credit issued e) In the event, repiai required, invoice shall be created when replacement part is shipped. Product return credit shall be issued only after processing authorized product END OF DOCUMENT

CITY_21MC100_004919965

NYC-WTC_000231736