How should a Spray Net franchisee handle customer complaints and requests?
Spray_Net Franchise · 2025 FDDAnswer from 2025 FDD Document
When bugs associated with the platform are logged, the user will be updated when the issue is resolved. All issues will be resolved in a priority sequence, as determined by SPRAY-NET.
We recommend feedback and suggestions for improvements; however, it is at the discretion of SPRAY-NET to determine whether the recommendations align with the project roadmap and budget of software development.
Should a franchise owner have special conditions uniquely impacting their franchise requiring custom development; It is at the discretion of SPRAY-NET to determine whether custom development will occur, and if so, they reserve the right to determine the timeline and whether there are additional costs incurred to the franchise owner.
Miscellaneous: The Franchise Owner understands they are responsible to comply with the privacy policy of their City, State or Province and Country. It is the responsibility of the franchise owner to notify SPRAY-NET of specific conditions and laws related to third party privacy and confidentiality regulations regarding confidentiality and consumer data protection.
All other legal contract requirements, terms and conditions must be updated by the franchise owner under the System Settings configurable to their local territory. Including and not limited to: Contract warranty terms and conditions, taxes, business license information, contact information and liability insurance details.
Acknowledgement of Risks and Limitations: It is the responsibility of the franchise owner and employees operating the software Spray-Network to verify price and paint volume calculations. SPRAY-NET is not responsible for the suggested pricing and paint quantities in the SPRAY-NETWORK. The franchise owner and employees must validate and approve all pricing and paint volume recommendations in the Spray-Network.
The Spray-Net is not responsible for loss or stalling of work and operations, difference in prices and pricing, paint.
Issues with the Spray-Network that may impact a franchise owner's operations and bottom line including and not limited to; loss of connection to the internet, failure to use the modules as intended, bugs, failure to refresh the cache following system updates.
Upon participating in Beta launches of new modules and features, the franchise owner and his employee understands the risks and limitations in consideration of their participation in a soft launch. They may encounter an influx of user issues, bugs and issues which could impact their operations and take on this risk to participate as a pioneer and test user of upcoming features.
Source: Item 23 — RECEIPTS (FDD pages 75–219)
What This Means (2025 FDD)
Based on the 2025 Spray Net Franchise Disclosure Document, the franchisee is responsible for managing various aspects of customer interaction and issue resolution. Specifically, the franchisee is responsible for training their employees on the Spray-Network software and ensuring they follow the recommended procedures for reporting bugs and requesting user support. When bugs are reported, Spray Net will prioritize and resolve them, updating the user when the issue is fixed. Franchisees can offer feedback and suggestions for software improvements, but Spray Net has the discretion to decide whether to implement them based on their project roadmap and budget.
If a franchisee has unique needs requiring custom software development, Spray Net will determine whether to proceed and set the timeline and costs. Franchisees must also comply with privacy policies and inform Spray Net of any specific legal requirements related to third-party privacy and data protection in their area. Additionally, franchisees are responsible for updating legal contract terms within the Spray-Network system settings to reflect local territory requirements, including warranty terms, taxes, and insurance details.
It is also the franchisee's responsibility to verify the accuracy of price and paint volume calculations generated by the Spray-Network software, as Spray Net is not liable for errors in these suggestions. Franchisees also assume the risk of operational impacts due to issues like internet outages, incorrect module usage, or software bugs. If participating in beta launches of new software features, franchisees acknowledge the potential for increased user issues and bugs.
While the FDD outlines responsibilities related to software issues and data management, it does not explicitly detail how a Spray Net franchisee should handle general customer complaints or requests outside of software-related problems. A prospective franchisee should ask Spray Net for more information on the procedures and best practices for addressing customer service issues, managing customer expectations, and resolving disputes to ensure customer satisfaction and protect the brand's reputation.