GENERAL RULES REGARDING THE Sub-Zero, Wolf, Cove USA Support SERVICE GUARANTEE:

1 The Service Guarantee is valid exclusively for the customer who purchased the service and whose name is on appointment from which a Service Guarantee is being requested. The Service Guarantee is not transferrable if the device or product for which the Service Guarantee was requested is transferred to another individual or business.

2 Original Technician responding to the request for a Service Guarantee: Upon submission of a Service Guarantee request, the technician from the initial appointment will be dispatched to complete the guarantee service as well. A different technician will only be dispatched in the event that the initial technician from the original repair cannot fix the issue.

3 Use of used and customer-purchased parts: Only new parts purchased by  Sub-Zero, Wolf, Cove USA Support or a  Sub-Zero, Wolf, Cove USA Support technician and installed by a Puls technician will be eligible for a Service Guarantee if the failure for which the guarantee in question is being requested is due to a part failure. Parts purchased by a customer, whether used or new and regardless of where the part was purchased, will void the Service Guarantee.

4 Service on appliances with RV’s or Movable houses:  Sub-Zero, Wolf, Cove USA Support does not provide service on recreational vehicles, including but not limited to motorhomes, campervans, coaches, caravans, and travel trailers. In the event repair work was mistakenly performed by Sub-Zero, Wolf, Cove USA Support on a recreational vehicle, a Service Guarantee will not apply to the work performed.

5 Any moving or transportation of the product Puls completed service on: Any moving or transportation of the product that was serviced by Sub-Zero, Wolf, Cove USA Support, regardless of whether the product was moved within the same room and dwelling or to any location away from where the original service was performed, voids the Service Guarantee on the service as the transportation may cause or create new/additional damage.

6 Appliances that are serviced by the customer or another technician or service company after service has been performed by Sub-Zero, Wolf, Cove USA Support will void  Sub-Zero, Wolf, Cove USA Support guarantee on the service provided. This includes:

◦ Any Do It Yourself (DIY) repair or repair attempts made by the customer after the initial service performed by Sub-Zero, Wolf, Cove USA Support will void the Sub-Zero, Wolf, Cove USA Service Guarantee

◦ Any repair attempts or work performed by another service company after Sub-Zero, Wolf, Cove USA Support service has been completed will void the Service Guarantee on the service provided by Sub-Zero, Wolf, Cove USA Support

7 The Service Guarantee will only apply to the scope of work and initial failure reason from the original appointment booked with  Miele USA Support: If new issues arise with a product after the original service appointment with  Sub-Zero, Wolf, Cove USA Support and those issues are unrelated to the initial work performed by Sub-Zero, Wolf, Cove USA Support, the Service Guarantee will not apply to any work or part failures unrelated to the work performed on the initial appointment.

8 Service Guarantees do not apply to Improper Care/ Improper Use of a product by the customer after Sub-Zero, Wolf, Cove USA Support initial service has been completed. This includes:

◦ Any mishandling of a device by the customer that caused the problem reported

◦ If the customer uses the unit incorrectly causing damage

9 Service Guarantees do not apply to products which show signs of Infestation: Infestation is defined as the presence of an unusually large number of insects or animals in a place. Upon inspection of a product by a Sub-Zero, Wolf, Cove USA Support technician, if it is deemed that the product shows signs of infestation, work may still be performed but no Service Guarantee will apply to the work performed

10 A Service Guarantee will not apply if the product upon which work was performed is located in an area that is open to the elements or in an area the product is not designed for. The Service Guarantee will not apply to:

◦ Any products that are located in non-climate controlled areas

◦ Any products mounted or installed in areas that the product is not designed for

11 Manufacturer defects causing damage to the installed parts: not apply in cases where a  Sub-Zero, Wolf, Cove USA Support technician identifies that the underlying nature of the failure is due to a manufacturer defect, regardless of whether the failure is within the manufacturer’s warranty window or not.

12 Cosmetic Damage: A Service Guarantee will not apply to any cosmetic damage caused to surrounding areas as a result of service provided by  Sub-Zero, Wolf, Cove USA Support (for example, scratches on a floor due to having to move a refrigerator out of its cubby to service it).

13 Consumables and refrigerant: If the device which  Sub-Zero, Wolf, Cove USA Support provides service on requires refrigerant (e.g. an HVAC system or refrigerator), the Service Guarantee does not apply to the replacement of refrigerant unless the underlying nature of the original failure was due to depletion of refrigerant.

14 Service call/inspection only appointments: as part of the service process Sub-Zero, Wolf, Cove USA Support will often need to open and/or take apart a product to understand the root cause of an issue. In the case that Sub-Zero, Wolf, Cove USA Support performs an inspection and a customer does not move forward with a repair, the Service Guarantee will not apply to any damage caused or new issues created as a result of having to inspect a unit to diagnose the underlying failure reason.

15 The Service Guarantee does not apply to any tune-up or cleaning visits, such as a  Sub-Zero, Wolf, Cove USA Support ‘Home Health Check.’

16 The Service Guarantee does not apply to new failures that occur within the Service Guarantee window which are unrelated to the scope of work of the original failure reason.

17 A Service Guarantee will not apply if the successful continued functioning of a product after it was serviced by  Sub-Zero, Wolf, Cove USA Support requires the customer to follow a  Sub-Zero, Wolf, Cove USA Support technician’s maintenance recommendation and it is deemed that recommendation was not followed.

18 Food Spoilage - A Service Guarantee will not apply to any food spoilage caused as a result of  Sub-Zero, Wolf, Cove USA Support being unable to service a unit within a given timeframe, or to any food spoilage due to a failure of a product that  Sub-Zero, Wolf, Cove USA Support provided service on, regardless of whether the failure occurred within the Service Guarantee window or not.

19 In cases where a Service Guarantee applies,  Sub-Zero, Wolf, Cove USA Support maximum liability related to the Service Guarantee shall be $750, regardless of whether any damage caused is in excess of  Miele USA Support’ $750 maximum Service Guarantee liability.

20 Overlapping warranty and on-demand guarantee windows:  Sub-Zero, Wolf, Cove Support warranty plans (Appliance Protection, Systems Protection, Puls Whole Home, Essential Protection, Standard Protection, HomeSave, HomeDeluxe, and Home Premiere) have different guarantee windows for on-demand services and services filed as a warranty claim:

◦ For service performed that was filed as a claim and covered under a warranty plan, the Service Guarantee window is 60 days, after which point a new claim must be filed for the same device even if the new failure is due to the same underlying cause as the initial failure. After 60 days, any amounts applied to fixing the underlying issue will be deducted from a customer’s remaining coverage limit on the warranty plan for the device should any coverage limit still be available.

◦ All on-demand work and/or work performed for warranty plan customers outside of a warranty claim will have a 365 day Service Guarantee window.

SERVICE SPECIFIC RULES REGARDING THE  Sub-Zero, Wolf, Cove USA Support SERVICE GUARANTEE:

HOME APPLIANCE

WHAT IS INCLUDED:

• 90 day guarantee on labor and parts used during the original service.

For example, if the water inlet valve on the washer later appears to be defective, we will replace the part at no cost.

WHAT IS NOT INCLUDED:

• Subsequent damage or mishandling to the home appliance, unrelated to the original service.

• Repairs and tune-ups recommended as needed by  Sub-Zero, Wolf, Cove USA Support, but not serviced (customer opts out), as noted during the original Service call.