Our customers range from maintenance buyers reordering gaskets to engineers developing a new part for an aerospace program. The questions are just as varied, and getting each one to the right place is the fastest way to get it answered. This page explains when a written support ticket is the best route, when you should pick up the phone, and what to include so we can act on your request the first time.
When to Submit a Support Ticket
A support ticket, sent by email to help@goodyearrubber.net, is the best route for routine requests with a clear answer. It gets logged, routed to the right person, and leaves a record we can both refer back to. Most of these can be resolved without a conversation:
- Order status and tracking. Ship dates, tracking numbers, and partial-shipment confirmations.
- Reorders of existing parts. Repeat orders for parts we already produce for you, at the current revision.
- Documentation requests. Certificates of Conformance (CofC), material certifications, test reports, and compliance statements.
- Quotes on defined parts. Requests for quote (RFQ) that come with a drawing, material specification, quantities, and a required delivery date.
- Account and billing items. Invoice copies, ship-to or bill-to address changes, new buyer contacts, and tax-exemption paperwork.
A written request keeps the details intact. Part numbers, revision levels, and quantities are far less likely to get lost than they are in a voicemail.
Prefer a form? Submit a request online. It is the fastest way to attach photos and drawings.
When to Call
Some situations can’t wait in a queue, or need a back-and-forth before anyone can act. Call 909-987-1774 when:
- Your line is down, or about to be. If a late or missing shipment will stop your production, call. Don’t wait on an email reply.
- You suspect a quality problem. If parts don’t fit, fail inspection, or behave differently from past lots, call first so we can start containment immediately. Then follow up in writing (see below).
- You need to change an order inside lead time. Expedites, push-outs, and quantity changes on orders already scheduled affect our production floor and need a direct conversation.
- You’re developing a new part. Designing a new molded, extruded, or calendered product, or a reinforced silicone hose, means working through material selection, tolerances, and tooling. That goes better live with our engineering team.
- Your application is demanding or regulated. Aerospace, defense, and biopharmaceutical work often carries customer specifications, qualification requirements, or flow-down clauses. We want to review those with you before we quote.
A good rule of thumb: if the answer depends on a judgment call, or if every hour of delay costs you money, call.
Reporting a Quality Concern
Quality concerns get both a call and a written report. Call your Customer Service Representative (CSR) as soon as you find the problem. Then send a written report using our online support form, or by email to help@goodyearrubber.net. Either route opens a tracked ticket that reaches your CSR and our Quality team at the same time. Please include:
- Your purchase order (PO) number and our sales order or packing slip number
- Part number and revision
- Lot number or date code, if marked
- Quantity affected and quantity inspected
- A description of the problem, with photos
- Where it was found: receiving inspection, assembly, or in the field
Please quarantine the affected parts. Don’t scrap or return them until we issue a Return Material Authorization (RMA). The physical parts are often the most important evidence we have for finding the root cause and preventing it from happening again.
What to Include in Any Request
A few details decide whether we can answer in one reply or have to write back with questions:
| Include | Why it matters |
|---|---|
| Your company name and account contact | Routes the request to your assigned CSR |
| PO number and/or our order number | Lets us find the order immediately |
| Part number and revision level | Makes sure we answer about the right configuration |
| Quantity and required date | Lets us check capacity and material availability |
| Drawing or specification (for quotes) | Lets us quote the right material and process the first time |
| Urgency, stated plainly | Helps us put the most critical requests first |
Why Routing Matters
Behind every request are people with specific roles. Customer service manages orders and paperwork, the Quality team handles investigations and certifications, and engineering handles materials and tooling. Your CSR is your first point of contact for all of it and will bring in the right team when needed. When a request arrives with the right information, it skips the handoffs that slow everything down. You get a faster answer, and our specialists spend their time on the problems that need them.
Contact Us
- Start a support ticket: help@goodyearrubber.net, or submit a request online
- Phone: 909-987-1774, Monday–Friday, 6:00 AM–4:00 PM Pacific Time
- First point of contact: your Customer Service Representative (CSR)
- Quality concerns: call your CSR, then submit your report online or email help@goodyearrubber.net
We’re here to keep your production running. If you’re not sure which route to take, call us and we’ll point you in the right direction.
Submit a Request Online
Use this form for order, delivery, quality, or documentation requests. It opens a tracked ticket and routes it to your account representative. Attach photos, drawings, or certificates as needed.