Kemper AIP Metals Quality Policy


Quality Policy

1. Quality Policy - General Guidelines

Kemper AIP Metals values customer satisfaction and is committed to providing high-quality products and services.
We recognize that complaints may occasionally arise and are committed to resolving them quickly and efficiently. This policy describes the procedures for handling complaints received from our customers.

2. Objective

The objective of this policy is to standardize and unify the operational process for handling complaints by establishing a systematic approach and defining responsibilities and deadlines for responding to complaints related to supplied products.
In addition, this policy increases process traceability and facilitates the identification of potential issues and areas for improvement.

3. Definition of Complaint

For the purposes of this policy, a complaint is defined as any expression of dissatisfaction made by a customer regarding our products, services, or customer support.

4. Procedure for Handling Complaints

4.1 Complaint Registration and Classification

  • Reception: All complaints received through customer service channels will be registered in the appropriate system.
  • Confirmation: The customer will receive confirmation of receipt of the complaint from the KAIP Technical Department within three (3) business days. The confirmation will include the assigned complaint reference or protocol number.
  • Technical Complaints: Technical complaints are those associated with product nonconformity resulting from manufacturing issues, technical guidance concerns, or product malfunction during customer use.

4.2 Analysis of Complaints

All complaints must be reviewed by the Kemper AIP Metals Quality Department to determine whether the complaint is valid. Complaint timeframes will be evaluated in accordance with the Kemper AIP Metals Quality Policy. If a complaint is submitted outside the specified claim period, Kemper AIP Metals reserves the right not to accept the quality claim. Every technical issue will be thoroughly reviewed by the Quality Department.
If the Quality Department determines that the issue, such as oxidation, is attributable to production or packaging deficiencies, Kemper AIP Metals will accept the claim as valid. However, if the root cause is determined to be improper material handling after delivery, such as opening packaging and failing to reseal it within the established time period, the claim will be rejected.
If the complaint is accepted, it will be classified as "Valid". If the complaint is not accepted, it will be classified as "Not Valid".
For complaints based on technical reasons, submissions will be accepted within the timeframes specified below, complaint submission timeframes will be calculated from the material's Ex- Mill Date, which is the date the material was shipped from its country of origin.

Stains and Oxidation on Bare and Plated Materials

Bare Materials

The purchased product must be stored in a suitable environment as described in the document "Kemper AIP Metals Shelf- Life and General Conditions," Item 2 - Optimal Storage Conditions.
The original packaging must remain intact and may not be damaged or stacked in a manner that could damage the material (maximum of two pallets stacked). Provided these conditions are maintained, Kemper AIP Metals guarantees the original surface appearance of bare materials for up to 150 days (5 months) from the complaint. Submission timeframes will be calculated from the material's Ex- Mill Date, which is the date the material was shipped from its country of origin. After this period, Kemper AIP Metals reserves the right not to accept quality claims related to stains or oxidation.

Plated Materials

The purchased product must be stored in a suitable environment as described in the document "Kemper AIP Metals Shelf- Life and General Conditions," Item 2 - Optimal Storage Conditions.
The original packaging must remain intact and may not be damaged or stacked in a manner that could damage the material (maximum of two pallets stacked).
Provided these conditions are maintained:
Materials supplied from Germany are covered for up to 150 days (5 months) from the country of material origin Ex- Mill Date. Submission timeframes will be calculated from the material's Ex- Mill Date, which is the date the material was shipped from its country of origin.
Materials supplied by local U.S. KAIP plating partners are covered for up to 60 days (2 months) from the date material ships from plater.
After the applicable period has expired, Kemper AIP Metals reserves the right to reject quality claims related to stains or oxidation.

Dimensional and Mechanical Properties

The purchased product must be used within 365 days (1 year) from the country of material origin Ex- Mill Date for evaluation of:

  • Dimensional characteristics
  • Mechanical properties
  • Electrical properties
  • Microstructure characteristics
  • Other technical concerns not previously specified

After this period, Kemper AIP Metals reserves the right not to accept quality claims.
Submission timeframes will be calculated from the material's Ex-Mill Date, which is the date the material was shipped from its country of origin.

Note: Sample Submission Deadline

When a purchaser reports a quality concern within the applicable claim period, and when samples are requested by the Technical Department, the purchaser must submit samples to Kemper AIP Metals within 30 days (1 month) of the request.
If samples are not received within this period, the quality claim will be closed.
Kemper AIP Metals reserves the right not to accept quality claims after this deadline.

Customer Response Reports

For the proper handling of complaints, the Kemper AIP Metals Quality Department is responsible for preparing and issuing customer response reports.
Depending on the nature and complexity of the complaint, reports may be issued in:

  • 3D (Three Disciplines)
  • 5D (Five Disciplines)
  • 8D (Eight Disciplines)

These reports will contain the key information related to the complaint investigation, root cause analysis, corrective actions, and resolution process.
Customer response reports will be provided to the customer via email.

4.3 Feedback and Closing

  • Customer Feedback: After corrective actions or solutions have been implemented, the customer will be invited to provide feedback regarding the complaint handling process.
  • Closure: The complaint will be officially closed in the system following receipt of customer feedback or confirmation that the proposed solution is satisfactory.

4.4 Credit Notes and Reimbursement

If Kemper AIP Metals determines through its analysis that the material nonconformity is the responsibility of Kemper AIP Metals, a credit note will be issued or the corresponding amount will be applied as a credit toward future invoices.
Any reimbursement amount will be mutually discussed and agreed upon between
Kemper AIP Metals and the customer.
Deductions from future invoices or debits against open accounts receivable balances will not be accepted without prior written approval from Kemper AIP Metals.

5. Quality Department Contacts:

Emails: