| Issue | Installer's Action | Customer's Action |
| Product cannot be installed at all because the brackets (or other parts) are the wrong type, or were not supplied. | Note for customer what has to be re-ordered. | Order missing parts and contact the Installer once product is on site. Customer and Installer to agree on payment for additional trip charge. |
| Product is defective, damaged, not delivered as ordered, wrong color, etc. | At the customer’s request, install or do not install product. Note what the problems are, for the customer to reference when placing the reorder. | Customer reorders the product. If needed, contact the Installer once product is on site. Customer and Installer to agree on payment for additional trip charge. |
| Blinds are the wrong size because the customer ordered incorrectly. | At the customer’s request, install or do not install product. Note what the problems are, for the customer to reference when placing the reorder. | Customer reorders the product. If needed, contact the Installer once product is on site. Customer and Installer to agree on payment for additional trip charge. |
| Blinds are the wrong size because the Installer measured incorrectly, but can be altered to fit. | Installer will repair, on or off site, to meet customer’s reasonable satisfaction. If a return trip is necessary there will be no additional trip charge. | Customer should be patient while the Installer takes the necessary steps to solve the problem. There will be no additional charge for either altering product, or return trip. |
| Blinds are the wrong size because the Installer measured incorrectly, and cannot be altered to fit, and must be reordered. | Immediately phone NBI at (978) 996-9722. Installer to supply NBI with: the name of the retailer; the order number and date; the style & color of the blind; the correct measurements; and the original ordered measurements. NBI will order the correct product which will be delivered to the customer. | Customer should be patient while NBI orders the product. Contact NBI and Installer once the product is on site. There will be no additional charge for product, or return trip. |