Overview
Agents are required to ask and document diagnostic questions relating to the issue being reported. These help identify root cause, support faster resolution, and give the Production and Quality teams what they need to determine whether the cause relates to materials, manufacturing, packaging, shipping, or external factors such as misuse or third-party handling.
Requirements
1. Ask the relevant diagnostic questions based on claim category and issue type
2. Document all responses in the Warranty Claim Form — use full sentences or direct quotes, and do not summarize or assume missing context
3. Attach supporting materials — request and attach any required photos, receipts, or documentation
4. Escalate incomplete or contradictory information. Where the customer cannot provide required evidence, photos do not clearly confirm a defect, the issue is listed as other, or the customer is requesting an alternative solution or repair, escalate to your supervisor or the Design & Engineering chat before approving any claim
CARRIER — Damage
1. Was the order delivered upright (vertically) on a pallet and left intact?
2. Did you sign for the shipment, or was it delivered without you being present?
3. Did the carrier leave a delivery slip or any other documentation behind?
4. Was the product transported to any other location outside the original delivery address?
5. Was any damage to the packaging visible before opening the product?
6. Did you notice anything during or after delivery that may have caused the damage?
7. When was the damage noticed?
8. If the shipment has been stored, for how long and under what conditions?
CARRIER — Delivery
1. Was the shipping address listed in the SO correct?
2. Does the tracking number confirm delivery?
3. Was the shipment accepted by the intended recipient, or by someone else?
4. Did the carrier provide any explanation for delivering to the incorrect address?
CARRIER — Lost Order
1. Have you checked the tracking information provided for this shipment?
2. Do you have any images or video of the delivery?
3. Has the carrier confirmed the package was lost or marked undeliverable?
4. Did the carrier leave a delivery slip or any other documentation behind?
5. Have you received delivery or rejected delivery?
6. Have you contacted the carrier directly, and if so, what was shared?
CARRIER — Returned
1. Did the carrier or customer provide a reason for the return?
2. Was the delivery refused at the time of drop-off?
3. Were there any notes or instructions provided with the returned shipment?
4. Did the carrier leave a delivery slip or any other documentation behind?
5. Was the return initiated by the customer or automatically triggered by the carrier?
FINISH — Chips
1. Was the chip visible immediately after unpacking?
2. Was the product handled or moved after opening before the chip was noticed?
3. Was the chip located in a protected or exposed area of the packaging?
4. Has any installation or modification been attempted?
FINISH — Cracks
1. Where is the crack located on the product?
2. Was the crack noticed before or after installation began?
3. Were there any extreme temperatures or storage conditions that may have affected the product?
4. Was the product dropped, bumped, or leaned against anything before use?
5. If the crack appeared after installation, also ask:
6. For a base: does the area around the crack sound hollow when tapped, or feel loose or springy underfoot?
7. For a base: was the base set in a full bed of thin-set, and were shims used if the subfloor was not level?
8. For a wall panel: is there a bump, screw head, or other high point in the wall directly behind where the crack formed?
9. For a wall panel: was the panel braced during installation, and where were the braces positioned?
10. If the crack originates at a cutout: was there support or bracing behind the niche or window opening?
FINISH — Bubbling
1. Where on the product is the bubbling located?
2. Was the product stored in high heat or humidity before installation?
3. Was the issue present immediately upon unboxing?
4. Has any cleaning or handling been done to the area where bubbling was found?
FINISH — Scratches
1. Were the scratches visible upon opening the packaging?
2. What part of the product is affected?
3. Has any tool, cleaner, or abrasive been used on the surface? If yes, ask for the product by name.
4. Was the scratch pattern consistent with packaging rub, or does it appear random?
TOLERANCE — Bow/Warp
Measurement method — ask before recording any figure:
1. Was the piece lying flat on the floor when measured, or was it on sawhorses, on edge, or supported at the ends? A piece supported off the ground flexes under its own weight and reads far worse than it is.
2. Was the piece design side up?
3. For a panel, was the level placed across the width? For a base, was the level placed around the perimeter rather than across the middle? The middle of a base carries the built-in slope and will always read out of level.
4. Was the floor beneath the piece confirmed to be level?
5. What is the measured deviation at its widest point?
6. Storage and history:
7. Was the product stored flat and indoors before installation?
8. Was the product exposed to high heat, over 115°F, during storage?
9. Did the issue become apparent during installation or right after unpacking?
10. Remediation — ask before approving a replacement:
11. Has the piece been laid flat on the floor for one to two days with a 1/8 inch spacer under the high corners?
12. After resting, does the piece flatten when hand pressure is applied?
13. A piece that flattens under hand pressure can be installed using thin-set rather than adhesive, and does not require replacement.
TOLERANCE — Drainage / Standing Water
File drainage and standing water claims under BOW/WARP, as the underlying cause is most often bow, warp, or an unlevel installation. Where the investigation concludes no defect exists, close as Other - See Notes so warp claim data stays accurate.
Where the water is sitting:
1. Is the water sitting in the sloped area of the base, or within the outer 2 inches of the perimeter? The outer 2 inches are flat by design and water resting there is normal.
2. Which direction is the shower head pointed — at the center of the base, toward the drain, or toward a wall or corner?
3. What is the flow rate of the shower head? Bases are pre-sloped to drain at 2.5 GPM. A higher-flow head can outpace the drain on smaller bases.
Level readings:
1. Has a level been placed around the perimeter, at the top of the base, on all four sides and at the drain? What did each side read?
Pre-installation condition:
2. Was any bow or warp noticed in the base before installation? If so, was it measured, and what was the deviation?
3. Was the base installed anyway after the bow was noticed?
4. Was the subfloor level before the base was set?
5. Were shims and thin-set used to create a level bed?
Installation method:
1. Was the base set in a full bed of thin-set, or placed directly on the subfloor?
2. Does the base sound hollow anywhere when tapped, or feel loose underfoot?
3. Was the drain installed with a gasket underneath and plumber’s putty on the top portion?
Behavior of the water:
1. Does the water clear after the shower head is turned off, or does it remain? For how long?
2. Is this a new installation, or did drainage change over time on a base that previously drained well? Where drainage has changed over time, check for mineral buildup and for a clog in the drain line.
TOLERANCE — Measurements
1. Which dimension or dimensions are off from spec?
2. Has the customer measured with a tape or measuring tool, and what was the result?
3. Is the issue preventing installation or causing a visible gap or alignment problem?
4. Were all pieces in the order affected, or just one?
Note: the size listed for a base is the rough-in dimension. The base body measures 3/8 inch less than its listed size, with the two flanges making up the difference. Confirm which measurement the customer has taken before treating it as out of spec.
TOLERANCE — Color Variation
1. Is the color difference compared to another item in the same order, or to a sample?
2. Has the customer viewed the product in different lighting conditions to confirm? Bright white lighting exaggerates color variation. Daylight or warm bulbs often resolve how it reads.
3. Are all items in the order affected by the variation?
4. Is the finish matte, gloss, or textured?
5. Can the customer provide a photo of the pieces side by side in natural light?
All color variation claims are escalated to our engineering team for determination.
TOLERANCE — Pattern Alignment
1. Is the misalignment affecting how the product looks when installed?
2. Is the pattern break over 1/16 inch, or within acceptable variation?
3. Has the customer installed or dry-fit multiple panels?
4. Can the customer provide a photo showing the full pattern alignment?
PACKAGING — Missing Item
1. What specific items are missing?
2. Was the box sealed and intact upon delivery?
3. Has the customer inspected all packaging materials, including inside foam, sleeves, and inserts?
4. Has the missing item appeared since initial unboxing?
PACKAGING — Incorrect Item
1. What item was received, and what was expected?
2. Did the label on the box match the product inside?
3. Was the packaging intact, or possibly repacked?
4. Has the customer checked all boxes received in this order?
DURABILITY — Discoloration
1. How long has the product been in use?
2. Is the discoloration isolated or widespread?
3. What color is the discoloration? A purple tint on wall panels indicates bleach exposure, which is permanent and not covered under warranty.
4. Has bleach or any bleach-based cleaner been used on the product? Ask by product name — many bathroom cleaners contain bleach without stating it prominently.
5. Has the product been exposed to direct sunlight, moisture, or chemicals?
6. Has any cleaning or surface treatment been applied? Ask which products, by name.
DURABILITY — Chipping
1. When did the chipping begin — immediately after installation, or over time?
2. Where on the product is the chipping located?
3. What cleaning products have been used on the surface? Ask by product name. Abrasive means any product containing hard minerals that clean by scraping rather than dissolving — customers will not identify these as abrasive if asked in general terms.
4. Has a brush or scouring pad been used on the surface?
5. Is the chipping spreading or staying contained?
DURABILITY — Scratching
1. How soon after installation did the scratching appear?
2. What items come into contact with the surface?
3. Was a protective covering or mat used during installation?
4. What cleaning products have been used? Ask by product name.
5. Has the customer tried wiping the area with a clean rag? Marks reported as scratches are frequently surface soil.
DURABILITY — Wear & Tear
1. How often is the product used?
2. What specific signs of wear are visible?
3. Has the product been exposed to high moisture, pressure, or weight?
4. Was installation done according to the product guide?
HANDLING — Missing Item
1. How many items or packages are missing?
2. Were the items on the original order? For manual orders, confirm items in the SO match items on the pre-paid invoice.
3. What are the missing items?
4. How many packages or cartons are listed on the BOL? Verify with Logistics.
HANDLING — Miss-Ship
1. What was received, and what was expected?
2. Did the packaging label match the packing slip or order confirmation?
3. Was more than one item in the shipment correct or incorrect?
4. Has the customer experienced this issue before?
HANDLING — Order Entry
1. Can the customer confirm the order details they submitted or received?
2. Was the quantity, item number, or address incorrect?
3. Did the confirmation email match what was delivered?
4. Have any past corrections been made to this order?
OTHER — See Notes
1. Can you describe the issue in your own words?
2. When did the issue first occur?
3. Has any troubleshooting or adjustment been attempted?
4. Is the issue preventing use of the product?