In order to accept of a claim for a paper defect, it is necessary for the customer to provide complete documentation and supporting physical evidence to Verso Paper. This will allow the appropriate Verso Paper Customer Technical Service Representative to accurately determine the root cause, thereby preventing reoccurrences, and to hasten prompt resolution of the claim. Verso Paper cannot be held responsible for any liability when proper documentation and/or evidence is not provided by the customer in a timely manner.

The following are the recommended sampling and documentation procedures which should be used when submitting a claim to Verso Paper.

Complete and organized information should be provided to Verso Paper when submitting a claim. This will help in making a proper determination in a reasonable time period. All information relevant to the complaint should be filled out.

If a standard complaint form is unavailable the following information should be provided:

1. Name of the printer
2. Contact person and phone number
3. Mill order number
4. Roll numbers involved
5. Explanation of the problem
6. Paper details (Grade, Basis Weight, and Quantity)
7. Press equipment information (Process type, make, size, number of units, ink grand, fountain solution brand, pH, etc.)
8. Plant conditions
9. Current disposition of paper involved
10. Additional comments

If the problem is thought to be ink related, a four-ounce sample from both the fountain and the can, drum, or tote should be placed in a small airtight container. A copy of the Material Safety Data Sheet (MSDS) should be included with the sample so as not to delay testing.

At least 12 consecutive sheets or signatures clearly showing the defect are required. The sheet containing the original defect (i.e., pick-out) should be sent with the defect prominently marked for proper sampling of other converted product. Please consult your Verso Paper representative for additional help. Be sure that paper is properly identified with roll numbers.

At least 12 sheets of paper which have not gone through the press should be provided. Unprinted paper is required for testing at the mill in order to determine the validity of the claim. Sheeted paper should be wrapped and shipped flat. Paper in roll form should have a length of approzimately 10 feet neatly rolled and placed in a mailing tube. Be sure that the paper is properly indentified with roll numbers.

Contaminants which accumulate either on the plate and/or blanket should be retrieved for further analysis. This can be easily accomplished by taking a "tape pull". Clear tape with a strong adhesive should be used. The tape should be pressed over the contaminant in order to pull it from the plate or blanket. The resulting pull should then be placed on a sheet of clean, clear mylar. The tape pull should be identified as to where it was taken (i.e., unit number, top/bottom, and number of impressions since last wash-up, etc.).

If the problem is related to the fountain solution, a sample from the press fountain should be sent in a clean plastic container. If additional samples of tap water and/or concentrate are required please consult with your Verso Paper Customer Technical Service Representative. A Material Safety Data Sheet (MSDS) should be included with any sample sent. Also, include information as to the mixture being used.

In some instances it may be necessary for the problem to be viewed by a representative of Verso Paper for verification. An example would be baggy rolls. In this instance, information on the problem should be sent to your Verso Paper Sales or Customer Technical Service Representative and arrangements made for a representative to view the paper at the printing site.

Physical Specifications: Basis Weight, Caliper, Moisture, Smoothness, Stiffness, Porosity, Folding and Cracking, Delamination, and Cockle.

Note: Basis Weight and Caliper: Industry standards are plus or minus 3% within any shipment.

Optical Specifications: Opacity, Gloss, Shade Variation, and Brightness.

Printed Appearance: Print Mottle, Print Gloss, Ink Holdout, Voids in Print, Blistering, Skip Dot, Ink Drying, Scuff, Whiskering/Feathering, Fiber Puff, Foaming, and Image Deletions.

Print Contamination: Surface Fuzz, Coating/Dryer Scale, Dust, Blanket Piling, Picking, Blanket Whitening, Edge Buildup, and Synthetic Fibers.

Note: If contamination results in a smashed blanket, include all blankets for which credit is requested. Blanket smash must be related to other evidence submitted. If the source of the contamination cannot be determined while on press, additional samples of ink and fountain solution may be required. Please consult with your Verso Paper Customer Technical Service Representative for additional help.

Mechanical Roll Deficiency: Splicing Problems, Cuts, Loose Core, Staggered Winding, Telescoped Rolls, Wrinkles, Wrong Size Core, Wrong Diameter, Wrong Width Size, Baggy Roll, Poor Slitting, Corrugation, Out of Round, Burst, Slip Wrinkle, Holes, Edge Tears, Soft Edge, and Roll Weave.

Note: Paper defects such as streaks, crush spots, belt marks and slime holes usually can be traced to a certain roll position. If a pattern is discerned, additional problems can be avoided by setting aside questionable rolls. Rejected rolls should be held at the printer for inspection by a Verso Paper representative. If a printer is experiencing excessive performance problems because of mechanical roll deficiencies, a representative of Verso Paper should be contacted immediately. Roll defects caused by transit damage should be handled through Easy Claim™.