everyday information your dealership needs to know when

Dealer Reference Manual

Everyday information your dealership needs to knowwhen operating as a Sundowner dealer.

Effective: January 2007

Table of Contents

Sundowner Personnel Phone, Email and Fax Directory.........................................Page 1Accounting DepartmentParts and Warranty DepartmentInformation Systems DepartmentCustomer Service DepartmentMarketing Department

Sales and Marketing Department REGIONAL MANAGERS AND REGIONAL ADMINISTRATORS................................................Page 5

What are Regional Managers...............Who are the Regional Managers and what region do they serveWhat are Regional AdministratorsWho are the Regional Administrators and what region do they serve

QUOTING A TRAILER.......................................................................................................................Page 6What is the quote disk?What do I need to include when I send in a quote to the Regional Administrator?What do I need to do on a quote if the customer wants additional options?What happens after I send in a quote?What do I do when I get the quote back?What do I do if we need to make changes to a quote before the customer approves it?

WEEKLY SALES REPORTS..............................................................................................................Page 7What are Weekly Sales Reports?When do I need to have my sales report numbers in to my Regional Administrator?When will I get the numbers for my region and those across the nation?

SPECIAL TRAILER ORDERS............................................................................................................Page 8What qualifies as a Special Order Trailer?Who do I call if I have a Special Order trailer?Who do I call if I have questions about tires, axles, trailer weights, etc?

SUNDOWNER CO-OP ADVERTISING GUIDELINES..............................................................Page 9-12Sundowner Co-op GuidelinesWhat do I need when submitting a Co-op claim?What is not eligible for Co-op reimbursements?Why was my Co-op claim rejected or adjusted?When and how will I receive my Co-op statement?How will my Co-op Claim be paid?Who do I contact if I have questions about COOP?

BROCHURE ORDER FORM...........................................................................................................Page 13How do I order Sundowner brochures?

MARKETING STAFF AND PHONE LIST.....................................................................................Page 14

Parts, Warranty and Repair Department PARTS DEPARTMENT...............................................................................................................Page 17-21

How do I order a part?Where do I find the parts I need?Who do I contact to get set up to order parts?What information do I need when ordering a part?Who do I call if I have questions?What should I do if a customer needs a part?What are the guidelines for making a parts order?Example parts order form sheets

REPAIR DEPARTMENT...................................................................................................................Page 22Who do I call if I have a repair question?When do I call if I need to schedule a trailer repair at the Corporate office?

WARRANTY DEPARTMENT..........................................................................................................Page 22Where do I get Warranty Reimbursement and Warranty Transfer Forms?What information do I need on the Warranty Reimbursement Forms?Where do I send claim and transfer forms?Who do I contact with warranty questions?What does the Sundowner warranty cover?I need a Duplicate Warranty Registration Card, who do I call?When will I get the warranty reimbursement?

Sales Order Processing Department NOTIFICATIONS........................................................................................................................Page 25-26

What is a notification?Notification form consists of:Special InstructionsDelivering Parts on a TrailerExample Notification Sheet

FINANCING AND PAYMENT OPTIONS......................................................................................Page 27GE Commercial Distribution FinanceWire TransfersPay-By-CheckCredit Card Payment

INVOICING PROCESS....................................................................................................................Page 28Trailer InvoicesTrailer PacketsParts Invoicing

Table of Contents

Sales Order Processing Department - Continued MANUFACTURE CERTIFICATE OF ORIGIN (MCO)....................................................................Page 29

MCO replacement for dealersMCO Duplicate CopyDMV Letter

WARRANTY STATEMENTS..........................................................................................................Page 30Completing your warranty statementWarranty statement replacement

TRADE-IN USED FLOORING...................................................................................................Page 31-32Completing the Advance Request FormBasic Trade-in value chartSelling of the used unitExample of Sundowner Advance Request Form

DEALER TRADE OF SUNDOWNER INVENTORY................................................................Page 33-34Who do I contact?Completing the Dealer Trade FormExample of Dealer Trade FormExample of the Sundowner Superstores Releasing Trailer Form

VEHICLE IDENTIFICATION NUMBER (VIN)........................................................................Page 35-36Location of the VINReplacement of a VIN stickerExample of a VIN sticker

Accounts Receivables Department PDI/WARRANTY/CO-OP CREDITS..............................................................................................Page 39

When will I receive a check for my PDI/Warranty and Co-op credits?

PAST DUE ACCOUNTS AND HOLD STATUS............................................................................Page 39What happens if my dealership is place on hold?

Sundowner Interiors-Elkhart SUNDOWNER INTERIORS PERSONNEL AND JOB DESCRIPTIONS...............................3-44

For more informationHow do I request brochures or other information from Elkhart?

SUNDOWNER INTERIORS DIRECTORY....................................................................................Page 45

LIVING QUARTER TROUBLESHOOTING DIRECTORY..........................................................Page 46

Table of Contents

Hourglass Transport HOURGLASS TRANSPORT GENERAL INFORMATION..........................................................Page 49

AFTER HOURS CONTACTS.........................................................................................................Page 49

GENERAL QUESTIONS.................................................................................................................0What do I need to do when an Hourglass driver arrives with a load?What are the transportation damage claim procedures?What are Hourglass Drivers expected to do?

Table of Contents

Sundowner Trailers, Inc. wants you to have the best working experience with our employees,therefore to better assist you with questions, we have listed employees, their departments,email address, extensions, and computer fax numbers. (NOTE: Please make sure you fax oremail the correct person or department when communicating with Sundowner.)

Accounting Department

Name Extension Email Faxwave NumberAlicia Duncan 2177 [email protected] 775-854-5195Amber Culbreath 2104 [email protected] 775-521-7658Becky Estep 2134 [email protected] 775-383-5090Georiga Phay 2127 [email protected] NAGreg Cary 2113 [email protected] 775-263-7801Holly Beaty 2111 [email protected] 775-890-4619Justin Walker 2234 [email protected] 775-213-8045Kim Culbreath 2171 [email protected] 775-373-8793Nathan Anderson 2160 [email protected] 775-703-0329Shanna Hoertsch 2181 [email protected] 775-261-2814Sherry Willingham 2229 [email protected] 775-703-4124Stacie Lyday 2116 [email protected] 775-521-1228Stormy Vandevier 2134 [email protected] 775-259-1020

Parts and Warranty Department

Name Extension Email Faxwave NumberAnthony Holder 2271 [email protected] 775-855-5118Parts Order 2107 or 2122 [email protected] 775-257-1422Greg Alford 2121 [email protected] NA

Information Systems Department

Name Extension Email Faxwave NumberChris Childress 2157 [email protected] 775-593-1256Joseph Crawford 2106 [email protected] 775-655-0105Lee Moak 2154 [email protected] 775-206-1636Molly Love 2255 [email protected] 775-703-5945

Customer Service

Name Extension Email Faxwave NumberKim Mason 2332 [email protected] 775-257-5167

Sundowner Personnel Phone, Email and Fax Directory

PAGE 1

Marketing Department

Name Extension Email Faxwave NumberBen Goodwin 2129 [email protected] 775-719-7166Chip Ashcraft NA [email protected] 775-593-8305Cyndi England 2150 [email protected] 775-239-2281Danna Collins 2109 [email protected] 775-320-4535Glen Whitmire 2117 [email protected] 775-416-7503Jeff Lackey 2163 [email protected] 775-243-9390Jerry Bunch NA [email protected] 775-942-7404Jim Willingham 2165 [email protected] 775-307-1106Judson Pigg 2166 [email protected] NAKelli Harner 2235 [email protected] 775-239-5116Kelly Albrecht 2139 [email protected] 775-923-9752Michael Wafford 2193 [email protected] 775-317-3746Mike Palmatary NA [email protected] 775-415-7028Ron Ray 2135 [email protected] 775-248-1578Scott Riley 2114 [email protected] NASharonda Shipman 2102 [email protected] 775-655-0743Steve Dean 2128 [email protected] 775-239-8031Tim Barron 2164 [email protected] 775-587-0181Walker Carroll 2277 [email protected] 775-659-2897

Sundowner Trailers, Inc.9805 OK Hwy 40 South

Coleman, OK 73432-8523

1-800-654-3879or

580-937-4255

Hours of Operation:Office: Monday-Friday Plant: Tuesday-Friday

8 a.m.-5 p.m. (Central Time) 6 a.m.-4 p.m. (Central Time)

Sundowner Personnel Phone, Email and Fax Directory

PAGE 2

SALES &MARKETING

DEPARTMENT

PAGE 4

A Regional Administrator is the in-house main contact for your area and are the support system for yourregions Regional Manager. They are responsible for taking orders, processing orders, taking weekly salesreport numbers and assisting with trailer questions.

Who are the Regional Managers and what region do they serve?

A Regional Manager is your regions sales representative. Their primary job function is assisting the dealer-ship with everyday dealer business such as inventory management, helping with shows, answering technicalquestions about trailers, etc. They are available to your dealership 24 hours a day, 7 days a week.

What are Regional Managers?

Tim Barron -- Northwest RegionRon Ray -- Southwest RegionChip Ashcraft -- Northeast RegionMichael Wafford -- Southeast RegionMike Palmatary -- North Central RegionJim Willingham -- South Central Region

REGIONAL MANAGERS & ADMINISTRATORS

What are Regional Administrators?

Kelli Harner -- Northwest and Southwest RegionsKelly Albrecht -- Northeast and Southeast RegionsCyndi England -- North Central and South Central RegionsJeff Lackey -- Regional Administrators Coordinator

Who are the Regional Administrators and what region do they serve?

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QUOTING A TRAILER

What is the quote disk?

The quote disk is the tool used for quoting and ordering trailers.

What do I need to include when I send in a quote to the Regional Administrator?

Please fill in all empty lines and make sure that you include the following when sending in a quote:A. Name of DealerB. Customer NameC. Skin ColorD. Insert ColorE. Graphics PackageF. Standard trailer model and any options added

What do I need to do on a quote if the customer wants additional options?

If your customer wants additional options added to their trailer quote, please list them and their desiredlocation. When listing the desired location, please be as specific as possible.

What happens after I send in a quote?

Upon receiving a quote, Regional Administrators inspect the quote to make sure there are no errors with thequote. If a dealer requested a drawing of the trailer, one will be provided and will be faxed back to you witha copy of the inspected quote.

What do I do when I get the quote back?

If you are satisfied with how the quote looks and do not want any additional changes made to the trailer,please fax the quote back to your Regional Administrator with the dealer or customer signature. (NOTE:Make sure your dealership qualifies with the customer before sending in the approved quote. Multiplechanges can lead to miscommunications and errors in processing trailer orders.) Please keep a copy of theconfirmation sheet for your records.

What do I do if we need to make changes to a quote before the customer approves it?

If changes are requested to the trailer, please list those changes and fax back to your Regional Administrator.After reviewing the revised quote, it will then be faxed back to you for approval.

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WEEKLY SALES REPORTS

What are Weekly Sales Reports?

Weekly Sales Reports are a break down of each regions sales for the prior week. This is an extremely impor-tant tool for dealers to know which models and options are selling the best in their region and across thenation.

When do I need to have my sales report numbers in to my Regional Administrator?

It is extremely important that the report be delivered via fax, phone or email to your Regional Sales Managerby 8 a.m. Central time every Monday.

When will I get the numbers for my region and those across the nation?

After all numbers are compiled, you will receive your regions sales report, the National Top 10 and theNational Retail Comparisons numbers via email or fax from your Regional Administrator.

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What qualifies as a Special Order Trailer?

A special order trailer is anything that can not be quoted from the Quote Tool.

Who do I call if I have a Special Order trailer?

On the occasions when your dealership has a special order trailer, please contact Glen Whitmire at ext. 2117.

Who do I call if I have questions about tires, axles, trailer weights, etc?

If you have general engineering questions, please contact Ben Goodwin at ext. 2129.

SPECIAL TRAILER ORDERS

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Sundowner Co-op Advertising Guidelines

1. The Co-op program is available to Authorized, fully compliant dealers.

2. Sundowner will dedicate one (1) percent of net trailer sales revenue to this program. Net trailer sales revenueis defined as dealer cost of trailer including living quarters portion.

3. Under this program, each Dealer will accumulate Co-op Funds based on the Dealer’s purchase of trailers.Each purchase made by a dealer will generate a credit of one percent (1%) of the net sales revenue to thespecific dealer’s Co-op Funds.

4. The Dealer may apply for fifty percent reimbursement of qualifying advertising expenditures from CoopFunds accumulated by the Dealer under this program. Qualifying advertising expenditures are the expensesthe dealer invests in:

1. Regional and local advertising including regional publications, yellow pages, news, radio, etc.2. Show display space3. Rental fees (i.e. chairs, carpet, electricity, etc.) for shows4. R&R Monogramming products5. Texoma Printing products6. Brainstorm products7. Dealer signage and billboards. Note: Requires Sundowner Corporate approval prior to sign being constructed.8. E-Commerce advertising

5. Co-op Funds accumulated during a given month will be available for a six month period beginning on thefirst day of the month following the month in which the funds are accumulated and ending on the last day of thesixth month following the month in which they are accumulated (based on trailer invoice date.) Example:Funds accumulated in January will be available February 1 through the last day of July. Co-op Funds remain-ing unused after the end of the six-month period will expire and will no longer be available for reimbursementto the dealer.

6. Co-op Claims must be submitted to Sundowner within 60 days from the invoice date. If a case arises whereit is found that a dealer has insufficient Co-op funds to process a claim, the claim will be filed at Sundownerand held for up to six (6) months from the date of the invoice. Unpaid Co-op Claims remaining after the six-month period will expire and will no longer be available for reimbursement to the dealer.

What do I need to include when submitting a claim?

All Sundowner advertisements must adhere to the following rules to be eligible for reimbursement. A Sund-owner claim form, completed in its entirety, and a copy of the paid invoice with the following appropriatedocumentation, must be submitted before any claim will be processed.

1. Print advertising – Print advertising must feature only Sundowner products and must prominently featurean approved logo and an 3/8-Year Warranty Logo. A copy of ad or actual ad from publication/ tearsheetmust be included in the packet.

2. TV and Radio – In radio advertising, the entire spot must be devoted exclusively to Sundowner product(s). Furthermore, the Sundowner name must be mentioned at least three (3) times during a 30-second spot, four (4) times during a 60-second spot, and no fewer times than once for every two references to the

PAGE 9

retailer’s store name. An affidavit of performance and transcript must be included in claim packet. (Note: if a broad cast is going to be continuously broadcasted, without changes to material being broad cast, a transcript, whether actual broadcast or written, can be on file with Sundowner; however, you must show proof of airtime with affidavit of performance.)3. Billboards – All billboard advertising must be exclusively Sundowner and prominently feature an approve Sundowner logo. A copy of artwork and picture of completed product must be included in claim packet. This applies to leased or rented billboards that require monthly payment. (Note: If billboard will be used continuously, a photo and artwork can be filed with Sundowner; however, current documentation with current date from company charging rent space must be provided.)4. Promotional Items – All promotional items shall be purchased through R&R Monogramming, Texoma Printing and Brainstorm unless their company does not offer the product. If case arises, you must have consent from your Regional Manager before using other promotional items. Category’s of product offered by R&R, Texoma Printing and Brainstorm are:

R&R Monogramming: Sundowner clothing, equine equipment, vehicle items, office/desksets, planners, folders, briefcases, and miscellaneous items.Texoma Printing: Forms, business cards, envelopes, etc. (Note: must have Sundowner logo.)Brainstorm: A list of products available from Brainstorm will be provided at a later date.

5. Show space – Show space qualifies for reimbursement under this policy provided the Product displayed in the space is exclusively Sundowner Product. All show space must prominently display Sundowner Banners in clear view to the public. A picture of trailers placed at shows and a copy of the contract/invoice must be included before claim can be processed.6. Direct Mailing – Promotional direct mail postage will be covered with pre-approval from Sund-

owner - owner Corporate. A sample of the direct mail item must be supplied with thesubmission.

7. E-Marketing – Requires prior approval from Sundowner Corporate.

What is not eligible for Co-op reimbursements?

1. Agency fees including miscellaneous charges by advertising agencies for copies, transfers, archive, etc.2. Barter and trade.3. Event Sponsorships – Event sponsorships including but not limited to local rodeo, livestock shows, etc. Some exceptions may be made but will require prior Sundowner approval. Approval must be obtained before the scheduled event.4. Internet access and web hosting fees5. Internally generated invoices

Sundowner reserves the right to reject any claim that we reasonably believe to be improper, inadequatelydocumented or outside the terms of the policy.

Why was my Co-op claim rejected or adjusted?

1. Production, tax and handling, misc. charges, were included in computation of claimed amount2. The corporate Sundowner logo or Warranty Logo did not appear in ad.3. A competitor logo appeared in ad.4. The copy or layout was not in conformance with Sundowner program guidelines, such as competitor products appearing in Sundowner ads. The only case in which a competitor product description is allowed will be if the product is a trade-in or is used; however, no competitive product picture or logo shall appear in the ad.5. Newspaper, radio or TV rates charged are higher than published local retail ad rates

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6. The omission of the: -Completed form - Tearsheets - Transcripts - Publishers receipt bill - Affidavits of performance or other proof of performance7. A copied claim form was submitted, all claim forms must be original8. Unacceptable advertising: - Ads appearing in classified sections - Specially constructed retailer signs not authorized in advance by Sundowner9. Insufficient funds to cover claimed amount. (Note: If insufficient funds are found, all claims will be filed at Sundowner for up to 6 months. Upon the time that there are sufficient funds, claims will be processed in the order in which they were received, meaning old claims will be processed before newer claims.)

10. Third party billing: Sundowner will not accept invoices billed directly to Sundowner Trailers Inc. 11. Reimbursement claims for qualifying expenses was not submitted within 60 days of invoice date of the

expense.

When and how will I receive my Co-op statement?

Sundowner will generate statements of available Co-op funds for the dealer on a monthly basis and will mailand fax them to each dealer. If a dealer would like to know his/her account balance, they may contact theirRegional Manager or the Co-op Administrator by phone, fax or e-mail to obtain the most current information.

How will my Co-op Claim be paid?

Sundowner will issue a dealer credit memo for the amount of the approved Co-op Claim. Before any distribu-tion is made to a specific dealer, the dealer’s accounts receivable account will be reviewed and all credits maybe applied to any outstanding past due balances on a monthly basis (See Dealer Credit Policy Revision.) Acheck will be issued for the amount of any remaining funds and will be sent to the dealer in accordance withthis policy.

Who do I contact if I have questions about COOP?Please contact the COOP Administrator, Danna Collins, at ext. 2109

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Reference #

Retail Advertiser Name

Address Phone ( )

City State Zip

PLEASE FILL INAD MEDIAN NAME ELIGIBLE

TOTAL AMOUNT

Upon receipt of your claim with the completed claim formand proper documentation attached, your claim will bepromptly processed.

CLAIMS MUST BE FILLED OUT NO LATER THAN60 DAYS AFTER THE INVOICE DATE FOR THEMONTH’S ADVERTISING BEING CLAIMED. NOCLAIMS WILL BE HONORED AFTER 60 DAYS.

Retain a copy of the entire claim including copies for thesupporting documents for your records and send a copyof this claim form to:

SUNDOWNER TRAILERS, INC.ATTN: COOP

9805 OK HWY 48 SOUTHCOMPANY

CLAIMANT’S SIGNATURE DATE

TOTAL COST

CLAIM SUBMITTED BY

COOP ADVERTISING CLAIM FORM

Anywhere USA 00000

PAGE 12

ABC Sundowner

1234 South Street 111 111-1111

Quarter Horse Journal $1900

KLBC Radio $450

Jan. 07

EXAMPLE

$2350

$1175

Amy Dabba

ABC Sundowner

Jan. 07

1-17-07

I, the undersigned, do signify that I have read and understand the COOPAdvertising Program offered by Sundowner Trailers, Inc. and am submit-ting this claim in accordance with the requirements of said program.

Sundowner provides literature in the form of brochures for you to handout to potential customers at shows,in the showroom, etc. In order for you request to completed in the shortest amount of time, the form willneed to be filled out completely and faxed to 775-320-4535. Below is an example of the form you shoulduse when ordering brochures. (NOTE: Each packet has 100 brochures. Therefore, when ordering, pleaseremember to write the number of packages you need for your store.) If you have questions, contact DannaCollins at ext. 2109.

BROCHURE ORDER FORM

EXAMPLE

How do I order Sundowner brochures?

PAGE 13

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MARKETING STAFF AND PHONE LIST

Judson PiggExt. [email protected]

Sales and Marketing Manager

Scott RileyExt. [email protected]

Sales & Marketing Manager - Dealer Education Jerry Bunch

Cell: [email protected]

National Events Manager

Regional Managers

Chip AshcraftCell: [email protected]

Jim WillinghamExt. 2165Cell: [email protected]

Mike PalmataryCell: [email protected]

Michael WaffordExt: 2193Cell: [email protected]

Ron RayExt. 2135Cell: [email protected]

Tim BarronExt. 2164Cell: [email protected]

Regional Administrators

Cyndi EnglandExt. [email protected]

Kelli HarnerExt. [email protected]

Kelly AlbrechtExt. [email protected]

Special Orders

Glen WhitmireExt. [email protected]

Engineering Draftsman

Ben GoodwinExt. [email protected]

Marketing Development Coordinator

Walker CarrollExt. [email protected]

Customer Service

Kim MasonExt. [email protected]

Communications Coordinator

Danna CollinsExt. [email protected]

Partnerships & Travel Coordinator

Sharonda ShipmanExt. [email protected]

Sales Order Coordinator

Steven DeanExt. [email protected]

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PARTS, WARRANTYAND REPAIR

DEPARTMENT

PAGE 16

PARTS DEPARTMENT

How do I order a part?

Where do I find the parts I need?

Who do I contact to get set up to order parts on website?

What information do I need when ordering a part?

Who do I call if I have a question?

All parts orders are to be sent in via fax or off of the web with the web ordering system being the best way to go.As dealers, you get a 35% discount when ordering off of the web, verses a 33% discount when ordering by fax.When ordering a specialty part, please call the parts department.

We are currently setting up a user friendly database of all parts and their description. You can access this bylogging into your account on the dealer website through Sundowner.

Please call ext. 2106 to get connected to Sundowner dealer website.

To speed up the process, all information should be filled out completely, as far as Dealer number, ship toaddress part numbers and notes. (NOTE: When ordering parts, please make sure to read the full description soyou know what exactly is included with that part).

All parts questions should be directed to the parts department at 1-800-654-3879 ext 2122 or 2107.

What should I do if a customer needs a part?

When a customer calls Sundowner Corporate wanting to buy a part for their trailer our first move is to give thecustomer the phone number of their nearest dealer. We do this so the dealer can build a relationship with thatcustomer. If you do not have the part in stock all you have to do is order the part from corporate and have itshipped directly to the customer.

What are the guidelines for making a parts order?

To make fax orders more efficient, please make sure of the following.

1. Please use the standard “Parts Department” Fax Form.2. Write in Dealer Number in the upper left-hand corner.3. Fill in the Dealer Information box as complete as possible with:

A. Dealer NameB. Dealer AddressC. Shipping AddressD. E-mail Address (optional)E. Dealer Phone NumberF. Dealer Fax NumberG. Purchase Order Number (optional)H. Ship To: Dealer or Customer I. Method of Shipment

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4. When shipping to a customer, please fill in the following:A. Customer Name - CompleteB. Customer Address - Complete with Zip CodeC. Customer Physical Address (Cannot ship to PO Box)D. Customer Phone Number (optional)E. Customer E-mail (optional)

When filling out a Parts Order, the more information we receive the faster we can process your order.

5. Filling out a Part Line item:A. Part Numbers are available on the intranet, Parts Book and by calling the Parts DepartmentB. QuantityC. Part DescriptionD. Trailer Serial Number - If PossibleE. Trailer Width - Very ImportantF. Year and ModelG. Street or Curb Side - When neededH. Type of Finish - Slick or Slatted, Aluminum or Steel

6. Please sign and date the form. Our fax and phone number are on the bottom of the form.

If you need a fax form, one is provided for you in the front of the Parts Book or we will fax one to you fromthe Parts Department

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Blank Parts Fax Form

PAGE 19

Fax Form for Dealers wanting partsshipped to the Dealer Location

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Fax Form for Dealers wanting partsshipped directly to Customer

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Who do I call if I have a repair question?

Only when the repair is to complicated for the dealership to handle should the repair manager be called.(NOTE:) All estimates and any technical questions concerning the installation of after-market parts need to bemade by the dealers. All customer questions and estimates need to be directed to the dealership. If questionsarise that you are not sure of the answer to, please have the dealership service manager or service technician callGreg or Anthony.

REPAIR DEPARTMENT

All repair questions should be directed to the repair manager, Greg Alford, at 1-800-654-3879 ext 2121.

WARRANTY DEPARTMENT

Sundowner Trailers has the best warranty in the industry.

Where do I get Warranty Reimbursement and Warranty Transfer Forms?

What information do I need on the Warranty Reimbursement Forms?

Where do I send claim and transfer forms?

Who do I contact with warranty questions?

What does the Sundowner warranty cover?

I need a Duplicate Warranty Registration Card, who do I call?

When will I get the warranty reimbursement?

You should receive warranty reimbursement forms and warranty transfer forms in your new dealer packetwhen you sign on as a dealer. When you run out, please call the Parts Department and we will ship you more.

All warranty reimbursement forms should be filled out completely to speed up the process. Dealer name,customer information, vin number of trailer, parts used, description of work done and labor time.

All claim forms and transfer forms should be mailed in to the Corporate Office at

Sundowner Trailers9805 OK HWY 48 SouthColeman OK 73432ATTN: Warranty Manager

All warranty question should be directed to the warranty manager 1-800-654-3879 ext 2271.

The three year hitch to bumper warranty covers all components on the trailer from manufacturer defect forthree years from the original date of purchase. You do not have to call and get an authorization if you know thepart is defective. If you are not sure, please call our department and we will advise you.

If you need a duplicate warranty registration card you need to call the Accounting Department ext 2177 or2127.

Warranty payment is done monthly, you should receive your payments between the 10th and 15th of eachmonth.

When do I call if I need to schedule a trailer repair at the Corporate office?

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SALES ORDERPROCESSING

DEPARTMENT

PAGE 24

NOTIFICATIONS

What is a Notification?

When your trailer is near completion in production, the Sales Order Processing Department will fax you aNotification form. Please complete this form, and fax it back to the provided fax number. In order to notdelay shipment, if the notification is not faxed back with-in a 48 hour period, we will assume there are nospecial instructions, and you want the unit delivered to your main location. At that point we will obtain anfinancing approval if available (See payment options).

Note: Finance charges will not occur until the unit is invoiced at the time of shipment andprocessed by GE.

Notification form consists of:

l Your Dealership namel Date of notificationl Trailer Numberl Sales Order Numberl Body Typel Projected date assigned to HG (subject to partner/driver availability)

Special Instructions: This is your opportunity to let us know how you want this unit processed.

l Shipping Destination (if you have more than one location)l Payment options (GE finance, Wire Transfer, Pay-By-Check, or Other.)l Any other special instructions, or comments.

Delivering Parts on a Trailer: If you would like to have parts delivered on this unit, please contact the partsdepartment and inform them that you have a unit near completion, and would like the following order placedon this particular unit. (please give trailer number).

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EXAMPLE

FINANCING & PAYMENT OPTIONS

In order to better serve our dealerships, Sundowner Trailers provides various payment options.

GE Commercial Distribution Finance: (Contact your Regional Manager for more information on gettingset up with GE).

Financing approval will be obtained by our Sales Order Processing Department with GE at the time of thenotification process (See Notifications). While this will reserve the funds on your flooring line, interestcharges will not occur until the unit is finished in production, invoiced, shipped, and processed by GE.Sundowner Trailers will pay the first 60 days of interest on new units. If the trailer is not paid off with GE atthe end of 60 days, the unit will then transfer to the dealer’s flooring statement.

Note: GE also provides used flooring on Trade-ins for those that qualify. (See Trade-in Flooring)

Wire Transfers: Please contact the Sales Order Processing Department for wire instructions. Unit will notship until wire is received.

Pay-By-Check: If you would like to use this option, please note in the special instruction of the notificationform. The unit will not be shipped until this option is approved and check is received.

Note: Please contact Sundowner Trailers Accounts Receivable for address in which to send thecheck to. If check is sent to the Loc box this can delay your shipment.

Credit Card Payment: Contact Sundowner Trailers Accounts Receivable for credit card payment.

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INVOICING PROCESS

Trailer Invoices: Once a unit is completed in production, payment option is approved, and trailer is ready toship. The Sales Order Processing Department will create an invoice for the unit.

A packet will be created that consists of:

l Manufacture Certificate of Originl Warranty forml Invoicel Owners Manual, and other information pamphlets.l Caring for your Sundowner instruction CD.

Non Living Quarters and Sunrise Living Quarter: Packets will be delivered with the trailer by the driverunless otherwise instructed by the dealership.

Living Quarter packets: Packets will be mailed to the dealership by 3-day priority.

Parts Invoices: When your parts are ready to ship, the Sales Order Processing Department will invoiceyour parts orders. We will fax the invoices to you on a weekly basis unless otherwise instructed by thedealership.

Note: Parts are ordered through the Parts Department only. See parts department for more details.

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MANUFACTURE CERTIFICATE OF ORIGIN(Requirements for replacement)

The MCO is a very important ownership document. It is an essential part of titling and re-selling a trailer.

Note to Canadian Dealers: Please recommend that your customers hold on to this MCO. Thisunit can someday end up back in the USA for re-sell.

MCO replacement for dealers: (As an original)

l Never sold to a retail customerl Less than one year old from invoice datel Lost in the mail in transit from Manufacturerl Damagedl Completed incorrectlyl Has never been titled

MCO Duplicate Copy: (Duplicate copy and date created will be placed on the MCO)

l Less than one year of age from invoice date.l Customer or dealership lost and not able to provide the original.l Has never been titled.

DMV Letter: A letter will be provided for any requests that do not meet the above requirements. Thecustomer can take this letter, along with a bill of sale to their local DMV for titling.

Note: MCO replacements may be subject to a processing fee, depending on each individualsituation. All MCO replacement requests must come from an authorized Sundowner dealership.

Please mail a notarized Request For Duplicate MCO Application to the Sales Order ProcessingDepartment along with the original MCO (if available) to the address below.

Sundowner Trailers, Inc.Attn: Sales Order Processing Department9805 OK Hwy 48 SouthColeman, Oklahoma 73432

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WARRANTY STATEMENTS

Warranty Statements are to be completed and mailed back to Sundowner Trailers at the time of retail sale.This is information needed in order to process warranty claims. The warranty information is entered into oursystems as they are received along with a purchase date in order to determine the warranty expiration date.

Note: For transfer of Warranty, contact the Warranty Manager.

Completing your warranty statement:

l Dealership namel VIN numberl Date of invoicel Customer namel Customer addressl Customer phone numberl Date of purchasel Dealer signaturel Pre Delivery Inspection ( See PDI instructions)

Warranty statement replacement: A warranty statement can only be replaced by the original authorizedSundowner dealership.

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TRADE-IN USED FLOORING

With GE as your floor plan provider, you will be offered a used trailer floorplan to accommodate trade-ins.This floorplan is to be used for trade-ins on new Sundowner trailers only.

The Sales Order Processing Department will provide you with a form to submit for processing.

This form consists of:

l Dealership name, address, and contact personl Make, Year, Model and VIN of the Trade-inl Comments on the condition of the tradel Make, Year, Model and VIN of the trailer to apply the funds toward.l Dealer signature and date

Complete the form in its entirety, and fax back to us along with a Bill of Sale showing the trade in allowanceto the Sales Order Processing Department at Sundowner Trailers.

We will allow you the trade-in value based on the wholesale dollar amount less depreciation, and submit itfor an financing approval to GE.

Once an approval is obtained, we will fax you a copy and submit it to GE for financing. (please allow up to48 hours for this process).

Note: Trade-in value can vary, based on the manufacturer, and age of the used trailer. Some non-Sundowner trailers are subject to disqualification.

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EXAMPLE

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DEALER TRADE OF SUNDOWNER INVENTORY

DEALER TRADE FORM

Trailer Number: _________________________________________

Dealer Releasing Trailer: ________________________________________________________

Was the trailer financed? Yes NoIf yes, with what finance company? ____________________________________________

Dealer Signature: ____________________________________________________________

Dealer Purchasing Trailer: _____________________________________________________

Should this trailer be financed? Yes NoIf yes, with what finance company? _ ______________________________________

Dealer Signature: _____________________________________________________________

For Office Use Only

Finance Company: ________________ Invoice Amount: _____________ Approval: ______________

Sundowner Trailers will process dealer trades on units financed by GE Commercial Distribution finance.

Who do I contact?: Contact your Regional Administrator in order to start the paperwork of your dealertrades.Your Regional Administrator will complete the Dealer Trade form and fax it to both dealerships involved inthe trade for authorized signatures.

Once we have signatures from both dealerships agreeing to the terms, the Sales Order ProcessingDepartment will submit to GE for an financing approval.

Note: Under the standard guidelines of a dealer trade, the MCO and Warranty will be exchanged betweenthe two dealerships involved.

EXAMPLE

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EXAMPLE

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The Dealer purchasing the trailer from Sundowner Super Stores will receive the balance towards rebate.A new MCO and warranty card will be sent in the purchasing dealer’s name (everything will be the sameas if they had purchased the trailer new from Sundowner Corporate with the exception of free freight.

RMA PROCESS.RMA.CREDITS Credit SSS’s flooring with note stating traileris being traded to new dealer DUP.SO Reinvoiced to purchasing dealer as new.

VEHICLE IDENTIFICATION NUMBER (VIN) A 17 digit Vehicle Identification Number is issued for each trailer.

Location of the VIN:

l VIN sticker on the trailerl Manufacture Certificate of Originl Warranty Statementl Invoice

Note: please compare and verify this number on all documentation at the time of delivery.

Before replacing a sticker: For you, and your consumers protection, only an Authorized Sundowner Dealermay request a VIN sticker replacement. Please ask that the consumer requesting the replacement provideyou with proof of ownership.

Compare the last 6 digits of the VIN to the number found on the body of the unit. The number can be foundin various locations depending on the year and model of the trailer.

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EXAMPLE

ACCOUNTSRECEIVABLESDEPARTMENT

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PDI/WARRANTY/COOP CREDITS

PAST DUE ACCOUNTS & HOLD STATUS

What happens if my dealership is placed on hold?

When will I receive a check for my PDI/Warranty and Coop Credits?

Credits are paid out at the beginning of the month for the previous month’s activities. Checks will be pro-cessed for only those dealers with accounts that are considered current and in good standing.

Dealers with invoices not paid or credited by the due date on the invoice will be considered past due. Dealerswith accounts past due will be placed on hold. This status disallows the shipment of units and parts until theaccount is made current. For those dealers with outstanding credits and past due invoices, credits will beapplied to invoices more than 90 days past due. Dealers will be notified when the credits are applied, andwill receive detail on the credits used and the invoices to which they were applied.

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SUNDOWNERINTERIORS-ELKHART

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Sundowner Interiors1110 C.R. 6 W. Elkhart, IN. 46514(574) 262-1523 Fax (574) 264-0022

Darren HayesGeneral ManagerDarren has been with Sundowner Trailers for 14 years, including three at the Elkhart Facility. Prior to takingover as General Manager in December of 2004, Darren held the titles of Controller at the Elkhart Facility, andAssistant Controller at the Coleman Facility. He earned his bachelor’s degree and MBA from SoutheasternOklahoma State University and is also a Certified Public Accountant.

Justin GriffinPlant ManagerJustin has been with Sundowner at the Elkhart Facility for nine years. Prior to taking over as Plant Manager inJune of 2004, Justin held the positions of Shop Foreman, Parts Manager, and Group Leader. In overseeing allaspects of production of Living Quarters, Justin manages over 100 direct laborers and department heads, as-sists in research and development, shipping, warranty and service, and dealer relations.

Stephanie ScheidLiving Quarters Design and Development DirectorStephanie joined Sundowner in January of 2005 to help take Sundowner Living Quarters to a new level ofquality, functionality and modernization and assist with Sundowner’s Marketing Management team. She de-velops new ideas and designs, and provides dealer, marketing and sales team support. Previously she was aregional manager for another trailer company for two years, and sales manager for a trailer dealership for fouryears. Stephanie has ridden and shown Quarter Horses for 25 years, winning multiple Congress and WorldChampionships. She is an AQHA record holder, an AQHA high point winner, and former Congress Queen.Stephanie is in her second term as president of the Michigan Quarter Horse Association and has been on theMQHA Board of Directors for 8 years. Prior to being elected President, Stephanie served two years as VicePresident and five years as Youth Advisor. She earned her bachelor’s degree from the University of NotreDame.

Dave GerencserLiving Quarters Sales CoordinatorDave has been with Sundowner for seven years. Prior to his current position, Dave was a Production Foremanand was in charge of Research and Development, Warranty and Service. He also worked as an electrical GroupLeader, installed generators, rough framed and insulated, rough wired, wired fuse panels, worked in the finaltrim and wiring departments. Dave’s main responsibilities are to coordinate orders and work as a liaisonbetween dealers and production. He also assists in production, research and development, purchasing, givestours of the facility and is a main contact at Interiors for retail customers. Before joining Sundowner, Daveworked for another company in the RV industry.

Dean BrewerProduction ForemanDean joined Sundowner 10 years ago building cabinets. After six months he was named Assistant GroupLeader of that department. A year later he was promoted to Group Leader where he remained for several years.He also began working on product development and research and development. He was promoted to Produc-tion Foreman two years ago.

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Justin CozaddWarranty Contact/Parts Sales CoordinatorJustin has been with Sundowner for seven years. He is the main contact for dealers and retail customers forwarranty issues and parts sales. His number one objective is to ensure overall customer satisfaction and coordi-nate a plan for achieving this with the dealers and retail customers. Previously, Justin was Parts Manager forover a year, worked for two years in the electrical department, and two years in the trim department. He was amember of the Service Team for the All American Quarter Horse Congress for three years. Prior to coming toSundowner, Justin had six years of electrical experience and Tech School education.

Ray RogersParts Sales CoordinatorRay has been with Sundowner for two years. He works with Justin Cozadd in assisting dealers and retailcustomers with parts sales. Previously, Ray worked in generators at Elkhart.

For more information, visit our website:

www.sundownersignatureseries.com

The website offers additional information on the Living Quarter trailers, pictures, standard features, floor plans,and Sundowner dealer locations

How do I request brochures or other information from Elkhart?Toll Free: 877-468-3707Local: 574-262-1526Fax: 574-264-0022

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Sundowner Interiors Directory

Name Position Email

Darren Hayes General Manager [email protected]

Justin Griffin Production Manager [email protected]

Stephanie Scheid Living Quarter Design [email protected] DevelopmentDirector

Dave Gerencser Living Quarter Sales Coordinator [email protected]

Dean Brewer Production Foreman [email protected]

Justin Cozadd Warranty and Parts [email protected]

Ray Rogers Parts [email protected]

Bob Foreman Service/Maintenance [email protected]

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Living Quarter AppliancesDave Gerencser Office: 574-262-1523 Cell: 574-340-9829

Living Quarter ElectricalDave Gerencser Office: 574-262-1523 Cell: 574-340-9829

Living Quarter GeneratorsDave Gerencser Office: 574-262-1523 Cell: 574-340-9829Ray Rogers Office: 574-262-1523

Living Quarter Maintenance/ServiceBob Foreman Office: 574-262-1523

Living Quarter OrdersDave Gerencser Office: 574-262-1523 Cell: 574-340-9829Stephanie Schied Office: 574-262-1523 Cell: 574-536-2810

Living Quarter Parts or WarrantyJustin Cozadd Office: 574-262-1523 Cell: 574-340-9812Ray Rogers Office: 574-262-1523

Living Quarter Slide-OutsBob Foreman Office: 574-262-1523

Living Quarter Trailer StatusJustin Griffin Office: 574-262-1523 Cell: 574-215-9313Dave Gerencser Office: 574-262-1523 Cell: 574-340-9829

Living Quarter Troubleshooting Directory

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HOURGLASS TRANSPORT

Hours of operation:M-F…8:00 a.m. to 5:00 p.m.

After hours contacts:Paul Schanz/Safety Director—580-364-4416

Alicia Sampson/Dispatch—580-367-5095Millisa Harper/Term Mgr-Michigan./Dispatch—574-529-0028

Billy White/Gen Mgr—580-775-1370

HOURGLAS TRANSPORT, L.L.C.9805 OKLA HWY 48 SOUTHCOLEMAN, OK 73432PH: 800-642-5327 or 580-937-4569FAX: 580-937-4626

HOURGLAS TRANSPORT, L.L.C.19875 M-205EDWARDSBURG, MI 49112PH: 269-641-2390 or 26-641-2395FAX: 269-641-2358

HOURGLASS TRANSPORTph. 800-642-5237 fx. (580) 937-46269805 Oklahoma Hwy 48 South

Coleman, OK 73432

What do I need to do when an Hourglass driver arrives with a load?

What is the transportation damage claim procedures?

What are Hourglass Drivers expected to do?

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Have someone responsible, in a reasonable amount of time, inspect trailers thoroughly. The driver will have2 sets of paperwork for Dealers to sign and date.

1) Sundowner delivery sheet. This sheet is for Sundowner purposes only. It will pertain to quality, warranty and parts issues.2) Hourglass Bill of Lading, (BOL). All transportation damage/shortage claims or issues MUST be noted on the BOL at the time of delivery. If damages/shortages are NOT noted, and the paperwork is signed by Dealer, the claim will be denied.

After a thorough inspection by the Dealer and Driver reveals transportation damage, the damage must benoted on the HG BOL explaining the damage. It must also be signed and dated by both Dealer and Driver. Itwould be helpful to contact the Hourglass Safety Director as soon as possible also.

An Estimate must be filed with Hourglass Transport and Anthony Holder in the Sundowner WarrantyDepartment within (5) working days. All estimates submitted must be on a Sundowner Warranty sheet. Allclaims must be settled within 30 days of date of the claim.

Hourglass Transport will have the option to receive any parts removed from the trailer.

Note: Due to Hourglass drivers not having access to the inside of trailers. We will not be held responsiblefor any damages on the inside of trailers.

*Call dealers ahead of time to make delivery arrangements.*Inspect trailers with the dealer for any transportation damages.*Notify dealers of any undue delays or issues with trailers while in transit.*If taped and hitched, remove the tape and hitch. Return hitch to Hourglass.*Must sign and have dealer sign all proper paperwork.*Conduct him/herself in a professional manner.

everyday information your dealership needs to know when

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