What to do when a paper related problem is encountered.....

Step Two: Accumulate Basic Evidence
- Report the Glatfelter Order Number found on the defective stock.
- Identify the RUN NUMBER as found on the skid, roll, carton or ream wrap label.
- Note complete information on the paper involved, such as grade, size ordered, grain direction, basis weight, finish, press sheet size, quantity ordered and the quantity printed.
- Record complete press information including size, make, number of units, brand of ink and plates, color sequence and type of dampening system.
- Include competitive samples if reference is made to their performance.
- Mark defects on the sheets. Identify all sheets submitted.
- Pack samples flat if they are to be printed, evaluated for curl, or involve defects in size variation or dimensional stability. Use a mailing tube for rolled samples.

REMEMBER: Samples are usually reviewed by an individual who was not present at the time the problem occurred. Therefore, the samples and accompanying complaint report must thoroughly document the problem for a claim to be honored. In the absence of a Glatfelter representative the responsibility for gathering evidence lies with the customer/user.