Several years ago we began to place a renewed emphasis on the lifeblood of our business—our customers. As a result of several customer and market surveys, we now have a much better picture of what you think is important.
You've told us that we have the finest quality products in the industry. We are extremely proud of our reputation for product excellence, and continue to make substantial investments in the quality of our products.
You've told us that access to fast and accurate information is critical to your business. You want the right products delivered at the right time to the right place. We've heard you loud and clear. We are implementing a state of the art integrated business information system across all our sales, production, and inventory locations which will provide immediate access to real time information for you. This system will also improve product availability and delivery, as well as serve as the infrastructure for our e-business initiatives in the near future.
When you call U.S. Pipe for information, you want to talk to someone who will get you the information you need, and do it in a pleasant manner. We are currently building a Customer Service Organization and Customer Contact Center to provide just that, and much, much more. We have examined the unique needs of each of our customer groups and designed our newly forming operation around you, the U.S. Pipe Customer. Our operation is divided into two major divisions: Inside Sales and Special Projects. Each service division consists of highly skilled staff trained to be particularly knowledgeable about the unique needs of the customers they are serving. As team members of a century-young company that offers new and innovative service solutions, we have a profound sense of urgency to provide you with service that results in your complete faith and confidence.
It does not matter what product you buy from us, you deal with one primary representative, one location, one phone number, and one fax number.
We process all change orders We provide order status information We provide product availability information We provide standard product pricing We process all product returns
Product Returns related to product concerns and any other non-standard product return must be authorized by your assigned Sales Representative
We provide additional copies of order related documents such as order confirmations, bills of lading, packing lists, invoices, product return authorizations, and credit memos We provide material certifications and project submittals upon request We provide status update on returns and other claims upon request
FAQ: What do you need from me?
We need your purchase order in Customer Service in order to confirm delivery promises. Purchase order must be complete with the following to be entered:
Material Descriptions (preferably product numbers – ours or yours)
Established Prices (non standard pricing to be approved by Sales Rep.)
Ship To Street Address with ZIP CODE.
Travel directions for orders shipping direct to customer’s jobsite
Contact Name and Telephone Number for delivery (either Hughes Rep or Field Personnel for direct shipped orders)
Accurate shipment release schedule. (We do not hold material for shipment)
Special Requirements (Taped Full Length, Product Certifications, Special Packaging Requirements, Loading/Unloading Rules, etc.)
FAQ: How do I get quotes and assistance setting up purchase orders for special products such as restrained joint pipe, fabricated pipe products, special lined and coated products, etc?
We recommend you contact your assigned Sales Representative for assistance in securing these types of orders and preparing your purchase order correctly. U.S. Pipe Customer Service is proud of our Special Projects Division consisting of Project Draftsman, Estimators, and Project Managers that assist the U.S. Pipe Sales Representatives as well as you our customer. Your Sales Representative will facilitate the beginning of the project and may involve our Special Projects Division in managing your order. At that time, our Project Managers will introduce themselves to you and assist you in managing the project from design to manufacture through delivery.
Proper order preparation for these types of projects is critical to a successful project. Time is also of the essence considering that many of these project involves materials with extended lead times.
FAQ: When can I expect to get material shipped from stock? When can I expect it to be delivered?
All pipe in stock is available to ship on the 2nd day after order entry. For orders entered on Monday, shipment will be setup for Wednesday. Orders entered on Thursday will be shipped on Monday if requested. All orders received by 2:00PM are entered the same day. All orders received after 2:00 PM are entered by noon the next day. Most shipments less than 500 miles from shipping point will arrive at destination in 1 day from shipment. Shipments 500-1000 miles from shipping point will take 2 days for delivery. 1 day should be added for each 500 mile increment for planning purposes.
If loads are required to be delivered within delivery time windows, please specify the requirement on your purchase order and we will place your requirement on the carrier.
All fittings in stock may be shipped 5 day ARO. Truckload shipments will require at least 2 days transit time for delivery. LTL shipments delivery within 1-2 weeks after shipment.
Delivery Promises for NON-STOCK items vary by product and production schedule. Please call your ISR for lead times. Actual confirmed delivery promises cannot be determined without a purchase order received in Customer Service. Of course, there are times when you may need expedited shipments sooner than standard and we strive to be able to meet your need if possible.
FAQ: How do I report a problem with the product?
Immediately call your local Sales Representative and report your concern. Your Sales Representative will investigate the matter and issue a NOTICE OF COMPLAINT record to U.S.Pipe. U.S. Pipe has a customer complaint process successful in producing the finest quality service possible. For further details, please contact your local Sales Representative.
FAQ: Who do I contact with a technical product question?
We recommend you contact your local Sales Representative if you have a technical product question. We believe that each customer is most effectively trained and supplied with technical information from their local contact. Your Sales Representative has technical support from a team of Sales Engineers who in turn are supported by a Technical and Research Division of U.S. Pipe.
In addition, you may contact our Sales Engineers direct via the internet or by phone as needed. Your Inside Sales Representative can also provide you with resolution to your technical product inquires directly from within the customer service department.
And finally, never forget our U.S. Pipe website at www.uspipe.com. Our website if filled with very useful product information highlighted by a series of Frequently Asked Questions related to our products as you search for information. We add new information weekly.
FAQ: How do I confirm a problem with my invoice?
Immediately call 866-347-7473 ext. 4 to report your concern to our Billing/Claims department. A claims representative will investigate your inquiry and respond in a timely manner. Please do not withhold payment on your invoice as this may negatively affect your account status. If your claim is accepted, we will issue an adjustment to your invoice immediately and instruct you concerning proper payment.
FAQ: What is your return policy?
U.S. Pipe must authorize return of all material to our plants before it will be accepted.
Terms of Return:
Upon receipt of returned material in acceptable condition, customer will receive credit for invoiced price less 40% rehandling, inspection, & testing plus inbound and outbound freight costs.
U.S. Pipe will not allow return of non-stock materials and fabricated made to order products. Fabricated, Special Lined or Coated, and all other make to order products may not be cancelled without charge to customer. Please inquire to customer service concerning applicable charges prior to cancellation.
All Product Returns must be accompanied with the Return Authorization Form provided to you by your Inside Sales Rep to insure the fastest resolution and credit to your account. We also require that you mark the product itself with the PRA # so if the paperwork is lost in transit, the product can be properly identified as yours when we receive it at our plant.
FAQ: How do I check my account balance, credit status, or if an invoice has been paid?
Contact your U.S. Pipe Credit Manager.
FAQ: What do I do if I believe my shipment quantity or product is incorrect?
Immediately document on the BILL OF LADING the details and sign it prior to accepting delivery. Kindly fax the signed BILL OF LADING to your Inside Sales Representative (ISR). Immediately call your ISR and furnish the Delivery No. and details of the concern. Your ISR will ask for some additional information and then initiate your claim and work closely with our claims department to resolve the issue timely.
