DEALER DIRECT WARRANTY MANUAL

Transcription

1 DEALER DIRECT WARRANTY MANUAL

2 Table of Contents Extended Warranty Purchase Process... 3 Extended Warranty Order Form Instruction Guide... 4 Extended Warranty Order Form... 5 Warranty Regisration Process... 6 Filling Out Warranty Registration Form... 7 Warranty Claim Flow Chart Warranty Claim Process Filling Out Warranty Claim Form Failure & Reimbursement Chart Warranty Denial Form Warranty Request For Information Form SRO Acknowledgement Replacement Part(s), Returning Defective Part(s) & Credits

3 DEALER DIRECT EXTENDED WARRANTY PURCHASE PROCESS Extended warranty may be purchased at the time of unit purchase or within 90 days from date of unit purchase. 1. If the customer should opt to purchase an extended warranty after the original unit invoice, they shall notify Customer Service or submit the Extended Warranty Order Form. a. If the dealer notifies Customer Service, they will need to provide the unit model number, unit serial number & invoice number of when the unit was originally purchased. b. If the dealer completes the Extended Warranty Order Form, they can submit it via fax ( ) or 2. Once the notification to CS or Extended Warranty Order form is received, the unit information must be submitted to the Warranty Administrator to confirm no warranty claims have been filed against that particular unit. 3. When the notification or Order Form has been processed, an invoice for the Extended Warranty will be sent to the dealer. 4. Immediately following the unit s installation, the warranty registration form must be filled out and submitted to Enertech. a. The warranty registration form can be found online at OR in the back of every unit IOM manual. If registering online, the dealer must login and click on warranty registration. b. The warranty registration form must be filled out completely in order to be submitted/processed. 3

4 EXTENDED WARRANTY ORDER FORM DEALER DIRECT INSTRUCTION GUIDE The Extended Warranty Order Form should be used when purchasing an extended warranty for a unit that has been previously invoiced to the Dealer. 1. Complete the purchase order number for the extended warranty, along with the date the extended warranty is being purchased. This will be used for billing purposes. a. A job name may be used in lieu of a purchase order number. 2. Enter the purchasing Dealer s name, City and State. a. This will be used for billing purposes. 3. Provide the unit model and serial number for which the extended warranty is being purchased. a. This will be used to confirm the correct extended warranty is being purchased for unit model, as well as ensure the extended warranty is applied to the appropriate unit and serial number. 4. Note the invoice number and date in which the unit was purchased from Enertech. a. If the extended warranty purchase date does not fall within the 90 day timeframe, a copy of the final invoice may be requested. 5. Enter the part number of the extended warranty being purchased. a. This will ensure the correct extended warranty is being purchased for the specific model of unit. 6. Complete the homeowner information so that we can ensure the lifetime warranties will be applied. 7. Once the order form is completed, it should be ed to customerservice@enertechmfg.com or faxed to If you have any questions, please contact Enertech Customer Service at

5 5

6 DEALER DIRECT WARRANTY REGISTRATION PROCESS Warranty registrations are an important step in the warranty process. When a warranty claim is filed, Enertech always verifies the unit has been registered. 1. WARRANTY REGISTRATION WHEN A UNIT IS SOLD AND INSTALLED, THE UNIT MUST BE REGISTERED. a. Registration forms can be found on our secure website, and in the back of EVERY unit manual. i. If registering a unit on our secure website, login, go to WARRANTY HOME, go to WARRANTY REGISTRATION. ii. If registering a unit with the registration form provided in the back of every unit manual, this form can be submitted via fax or mailed to Enertech. 2. SUBMITTING WARRANTY REGISTRATION WARRANTY REGISTRATION CAN BE SUBMITTED VIA OUR SECURE WEBSITE, FAXED TO OR MAILED TO 2506 S. ELM STREET, GREENVILLE, IL a. Once a warranty registration has been submitted, a copy of the registration will be ed back as confirmation that the registration has been received. b. Allow 30 days for the registration to be processed. IF A UNIT IS NOT REGISTERED THEN THE STARTUP/INSTALLATION DATE FOR THAT UNIT DEFAULTS BACK TO THE INVOICE DATE. 6

7 1. FILLING OUT WARRANTY REGISTRATION FORM 7

8 SECTION 1 UNIT INFORMATION MODEL NO. Model number of the unit being installed/registered REQUIRED SERIAL NO. Serial number of the unit being installed/registered REQUIRED BRAND Brand of unit that is being registered (GeoComfort) DATE OF SALE Date the unit was purchased from the installer to the homeowner DELIVERY DATE Date the unit was delivered/installed in the home INSTALLATION DATE Date the unit was started up 8

9 SECTION 2 HOMEOWNER APPLICATION/INFORMATION APPLICATION Mark the type of building/dwelling that applies where the unit was installed USE Mark the reason for unit installation SOURCE Mark type of loop/ground water used SUPPLEMENTAL/EMERGENCY Mark the type of supplemental/auxiliary used for unit, if applicable PURCHASER-USER Homeowner/business name the unit was sold to PHONE Contact phone number for the homeowner/business ADDRESS The physical address where the unit was installed CITY The city where the unit was installed STATE/PROV The state/province where the unit was installed POSTAL CODE The zip/postal code where the unit was installed (OPTIONAL) The address of the purchaser THIS UNIT IS PERFORMING Dealer/installer to comment on the unit performance. Note any positive comments or problems/issues, if necessary. 9

10 SECTION 3 DEALER/INSTALLER INFORMATION & SIGNATURES DEALER (INSTALLER) Company name who purchased and installed unit DATE Fill in the date the technician started up the unit CUSTOMER/END USER Signature of the home/business owner the unit was installed for DATE Fill in the date the unit was started up DEALER (INSTALLER) contact address for the company who purchased and installed the unit 10

11 Warranty Claim Process Submit Claim Form (On Line or Fax/ Hard Copy) Claim Denied Denial Form Sent Claim is Reviewed by Administrator Information Required Form Sent to Customer Information Provided by Customer Claim Approved Parts not Needed Labor Only SRO is Generated and sent to Customer Parts Needed Parts Sent to Customer at no Charge Labor Credit Issued Part Return Required Part Returned Within 30 Days Call Tag and SRO Return Form Sent Out w/ Part Claim Completed Part Invoiced if Not Returned Within 30 Days 11

12 DEALER DIRECT WARRANTY CLAIM PROCESS If a unit or accessory fails, a warranty claim will need to be filed. Warranty claims should be submitted within 60 days of the failure date. WHEN A WARRANTY CLAIM IS FILED ENERTECH ALWAYS VERIFIES THE UNIT HAS BEEN REGISTERED 1. SUBMIT WARRANTY CLAIM Warranty claims can be submitted on our secure site, or the claim form can be found in every manual. a. If submitting a warranty claim on Enertech s secure website, go to login, go to Warranty Home, click on Warranty Claim form, fill out the form completely and submit. b. If submitting a warranty claim form via fax or , please send the completed form via fax to or via to warranty@enertechmfg.com. 2. The claim will be reviewed by the Warranty Administrator. a. If the claim is denied, a Denial Form is sent back to the Dealer. b. If the claim is not complete, is lacking information, etc., a Request for Information form will be sent back to the Dealer. i. All information requested must be submitted back to Enertech within 2 weeks of the date of request. ii. When resubmitting with information requested, please provide the Request for Information form along with corrected warranty claim form. 3. Once the claim has been approved, an SRO (Service Request Order) is generated and the SRO Acknowledgement is sent back to the Dealer. a. If no parts are needed, labor claim only, labor credit is issued. b. If parts are needed, replacement parts are sent out at no charge and labor credit is issued. i. If the defective part needs to be returned back to Enertech, a call tag will be sent along with the replacement part. 1. ALL RETURNED PARTS MUST BE RETURNED WITHIN 30 DAYS. 2. If defective part is not returned within 30 days, the Dealer is invoiced for the replacement part and shipping. 4. Warranty claim is complete and closed. 12

13 FILLING OUT THE WARRANTY CLAIM FORM 13

14 SECTION 1 Section 1 is the Dealer information 1. COMPANY NAME - the Dealer s name. 2. DATE - the date the person is filling out the claim form. 3. PHONE & FAX - the phone and fax numbers for the contact person who is filling out the form. 4. ORDERED BY - the name of the person who is filling out the form, a contact person if there are any questions. 5. JOB NAME/PO # - the information needed for the Dealer to reference this claim for their own internal purposes. 6. UNIT MODEL # & SERIAL # - must be filled out with the complete model and serial number of the unit with the failed part. 7. INSTALL DATE - the date the unit was installed. 8. FAILURE DATE - the date that the unit failed. 9. SHIP TO - the address where the defective part needs to be shipped to if different than the Dealer s regular ship to address. 10. HOMEOWNER ADDRESS the purchaser s name and complete physical address of where the unit is being serviced. 11. FLOW CENTER MODEL # - Enertech s part number for the flow center - this is only required if the claim is for a defective flow center. 12. FLOW CENTER SERIAL # - every flow center has a serial number - this is only required if the claim is for a defective flow center. 14

15 SECTION 2 Section 2 is in reference to the defective item 1. FAILURE CODE Failure codes can be found in the Enertech Mfg. Warranty Manual. a. Each code starts with one letter followed by four numbers (Ex. E-1001). i. The letter refers to the type of failure (E = electrical, R = refrigerant, W = water, A = accessory). ii. The number refers to what part has failed and the service necessary to fix the unit. 2. SERVICE LABOR ALLOWANCE check the box that applies to the claim. Every claim form is reviewed to see if a claim qualifies for labor reimbursement. a. DOA Hours and Flat Rate can be found in the Warranty Manual. b. Labor reimbursement, if applicable, will be processed at the time replacement parts are sent (whether or not defective parts are requested back). See Warranty Reimbursment chart on the following pages. 15

16 Unit. Code Part Code Description PACKAGE COMBO SPLIT W-W MPD MPH ACD ACH E E E E E E E E E E E E E E E FAILURE CODES Board - Combination board - Shorted Board - Combination board - Miswired Board - Repair - After TS Review N/A N/A N/A N/A DOA HOURS $ 130 $ 130 N/A N/A $ 130 $ 130 N/A N/A FLAT RATE N/A N/A N/A N/A DOA HOURS $ 130 $ 130 N/A N/A $ 130 $ 130 N/A N/A FLAT RATE 1 1 N/A N/A 1 1 N/A N/A DOA HOURS $ 100 $ 100 N/A N/A $ 100 $ 100 N/A N/A FLAT RATE 1 1 N/A N/A 1 1 N/A N/A DOA HOURS $ 100 $ 100 N/A N/A $ 100 $ 100 N/A N/A FLAT RATE 1 1 N/A N/A 1 1 N/A N/A DOA HOURS $ 100 $ 100 N/A N/A $ 100 $ 100 N/A N/A FLAT RATE 1 1 N/A N/A 1 1 N/A N/A DOA HOURS $ 100 $ 100 N/A N/A $ 100 $ 100 N/A N/A FLAT RATE N/A 1 N/A N/A N/A N/A N/A N/A DOA HOURS N/A $ 100 N/A N/A N/A N/A N/A N/A FLAT RATE N/A 1 N/A N/A N/A N/A N/A N/A DOA HOURS N/A $ 100 N/A N/A N/A N/A N/A N/A FLAT RATE N/A 1 N/A N/A N/A N/A N/A N/A DOA HOURS N/A $ 100 N/A N/A N/A N/A N/A N/A FLAT RATE E Control Conversion N/A N/A N/A N/A N/A N/A N/A N/A E E E E E E E E E E E Blower motor - Open windings Blower motor - Shorted Blower module - Incorrect output Blower module - No Output DSH Pump - Open winding DSH Pump - Shorted winding Board - Lock out board - No output Board - Lock out board - Shorted Board - Lock out board - Miswired Board - ECM board no output Board - ECM board shorted Contactor - Burnt/welded contacts Harness - Miswired Harness - Shorted/burnt wire WARRANTY REIMBURSEMENT - ELECTRICAL Board - Combination board- No output Contactor - Open coil winding Contactor - Shorted/Burnt coil Capacitor - Weak Capacitor - Open Harness - Missing Transformer - Open primary winding Transformer - Open secondary winding Transformer - Shorted primary winding SERVICE LABOR ALLOWANCE 16

17 E E E E E Transformer - Shorted secondary winding Pump Breaker - Will not reset Pump Breaker - Stuck closed Blower wheel/housing - Out of balance Reversing Valve - Open/shorted coil - Replaced coil 1 1 N/A N/A 1 1 N/A N/A DOA HOURS $ 100 $ 100 N/A N/A $ 100 $ 100 N/A N/A FLAT RATE E Other Electrical - Explain TBD TBD TBD TBD TBD TBD TBD TBD E TS REVIEW - Office use only 17

18 WARRANTY REIMBURSEMENT - REFRIGERATION FAILURE CODES SERVICE LABOR ALLOWANCE Unit. Code Part Code Description PACKAGE COMBO SPLIT W-W MPD MPH ACD ACH R Compressor - Locked rotor - Replaced R Compressor - Grounded - Replaced R Compressor - Will not pump - Replaced R Compressor - Noisy - Replaced - After TS review R Air Coil - Leaking distributor tube connections/ubends - Repaired - Explain R Air Coil - Leaking in fin space - Repaired - Explain R Air Coil - Leaking distributor tube connections/ubends - Replaced R Air Coil - Leaking in fin space - Replaced R High Pressure Switch - Stuck open R High Pressure Switch - Stuck closed R R R R R Load Coax - Leaking refrigerant - Repaired - Explain R R R R R R R R R Low Pressure Switch - Stuck open Low Pressure Switch - Stuck closed Source Coax - Leaking refrigerant - Repaired - Explain Source Coax - Leaking refrigerant - Replaced R Load Coax - Leaking refrigerant - Replaced R R Load Side Braze Plate Heat Exchanger - Leaking refrigerant - Repaired - Explain Load Side Braze Plate Heat Exchanger - Leaking refrigerant - Replaced DSH Coax - Refrigerant leak - Replaced DSH Coax - Refrigerant leak - Repaired - Explain TXV - Equalizer tube leaking due to line rubbing - Repaired TXV - Stuck open TXV - Stuck closed Reversing Valve - Refrigerant leak - Replaced Reversing Valve - Will not shift 3-Way Valve - Burnt/shorted coil 3-Way Valve - Stuck open R Way Valve - Stuck closed N/A N/A N/A N/A DOA HOURS $ 375 $ 375 $ 375 $ 375 N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A DOA HOURS $ 375 $ 375 $ 375 $ 375 N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A DOA HOURS $ 375 $ 375 $ 375 $ 375 N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A DOA HOURS $ 375 $ 375 $ 375 $ 375 N/A N/A N/A N/A FLAT RATE N/A N/A 2.5 N/A 2.5 N/A DOA HOURS $ 210 $ 210 N/A N/A $ 210 N/A $ 210 N/A FLAT RATE N/A N/A 2.5 N/A 2.5 N/A DOA HOURS $ 210 $ 210 N/A N/A $ 210 N/A $ 210 N/A FLAT RATE N/A N/A 4 N/A 4 N/A DOA HOURS $ 375 $ 375 N/A N/A $ 345 N/A $ 345 N/A FLAT RATE N/A N/A 4 N/A 4 N/A DOA HOURS $ 375 $ 375 N/A N/A $ 345 N/A $ 345 N/A FLAT RATE N/A N/A N/A N/A DOA HOURS $ 210 $ 210 $ 210 $ 210 N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A DOA HOURS $ 375 $ 375 $ 375 $ 375 N/A N/A N/A N/A FLAT RATE 18 N/A 2.5 N/A 2.5 N/A N/A N/A N/A DOA HOURS N/A $ 210 N/A $ 210 N/A N/A N/A N/A FLAT RATE N/A 4.5 N/A 4.5 N/A N/A N/A N/A DOA HOURS N/A $ 375 N/A $ 375 N/A N/A N/A N/A FLAT RATE N/A 2.5 N/A N/A N/A N/A N/A N/A DOA HOURS N/A $ 210 N/A N/A N/A N/A N/A N/A FLAT RATE N/A 4.5 N/A N/A N/A N/A N/A N/A DOA HOURS N/A $ 375 N/A N/A N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A DOA HOURS $ 375 $ 375 $ 375 $ 375 N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A DOA HOURS $ 210 $ 210 $ 210 $ 210 N/A N/A N/A N/A FLAT RATE N/A 2.5 N/A DOA HOURS $ 210 $ 210 $ 210 $ 210 $ 210 N/A 210 N/A FLAT RATE N/A 3.5 N/A DOA HOURS $ 310 $ 310 $ 310 $ 310 $ 310 N/A $ 310 N/A FLAT RATE N/A 3.5 N/A DOA HOURS $ 310 $ 310 $ 310 $ 310 $ 310 N/A $ 310 N/A FLAT RATE N/A N/A N/A N/A DOA HOURS $ 375 $ 375 $ 375 $ 375 N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A DOA HOURS $ 375 $ 375 $ 375 $ 375 N/A N/A N/A N/A FLAT RATE N/A 4.5 N/A N/A N/A N/A N/A N/A DOA HOURS N/A $ 375 N/A N/A N/A N/A N/A N/A FLAT RATE N/A 4.5 N/A N/A N/A N/A N/A N/A DOA HOURS N/A $ 375 N/A N/A N/A N/A N/A N/A FLAT RATE N/A 4.5 N/A N/A N/A N/A N/A N/A DOA HOURS N/A $ 375 N/A N/A N/A N/A N/A N/A FLAT RATE

19 R R R R R R R R R R Drier - Compressor replacement Drier - Air coil replacement Drier -Source coax - Repair R Drier - Source coax - Replacement R Drier - Load coax - Repair R Drier - Load coax - Replacement R Drier - Braze plate heat exchanger - Repair R Drier - Braze plate heat exchanger - Replacement Drier - TXV replacement Drier - Reversing valve replacment Drier - Refrigerant leak repair - No replacment parts needed Drier - DSH coax refrigerant leak Drier - Restricted - Replaced Refrigerant Leak - Internal to unit - Repair - Explain Refrigerant Leak - Mechanical fitting internal to the unit - Repair/Recharge - Explain N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE N/A 2.5 N/A N/A N/A N/A DOA HOURS $ 210 $ 210 N/A $ 210 N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A DOA HOURS $ 210 $ 210 $ 210 $ 210 N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A DOA HOURS $ 130 $ 130 $ 130 $ 130 N/A N/A N/A N/A FLAT RATE R Other Refrigerant Circuit repair - Explain TBD TBD TBD TBD TBD TBD TBD TBD R TS REVIEW - Office use only 19

20 WARRANTY REIMBURSEMENT - WATER Unit. Code Part Code Description PACKAGE COMBO SPLIT W-W MPD MPH ACD ACH W W W W W W W W W W W N/A N/A N/A N/A DOA HOURS $ 375 $ 375 $ 375 $ 375 N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A DOA HOURS $ 165 $ 165 $ 165 $ 165 N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A N/A 2 N/A 2 DOA HOURS N/A N/A N/A N/A N/A $ 165 N/A $ 165 FLAT RATE N/A N/A N/A N/A N/A 2.5 N/A 2.5 DOA HOURS N/A N/A N/A N/A N/A $ 195 N/A $ 195 FLAT RATE N/A N/A N/A N/A DOA HOURS $ 165 $ 165 $ 165 $ 165 N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A DOA HOURS $ 375 $ 375 $ 375 $ 375 N/A N/A N/A N/A FLAT RATE N/A 2 N/A 2 N/A N/A N/A N/A DOA HOURS N/A $ 165 N/A $ 165 N/A N/A N/A N/A FLAT RATE N/A 4.5 N/A 4.5 N/A N/A N/A N/A DOA HOURS N/A $ 375 N/A $ 375 N/A N/A N/A N/A FLAT RATE N/A 2 N/A N/A N/A N/A N/A N/A DOA HOURS N/A $ 165 N/A N/A N/A N/A N/A N/A FLAT RATE N/A 4.5 N/A N/A N/A N/A N/A N/A DOA HOURS N/A $ 375 N/A N/A N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A DOA HOURS $ 130 $ 130 $ 130 $ 130 N/A N/A N/A N/A FLAT RATE N/A N/A N/A N/A DOA HOURS $ 165 $ 165 $ 165 $ 165 N/A N/A N/A N/A FLAT RATE 2 2 N/A N/A DOA HOURS $ 165 $ 165 N/A N/A $ 165 $ 165 $ 165 $ 165 FLAT RATE W Other Water Circuit Repair - Explain TBD TBD TBD TBD TBD TBD TBD TBD W FAILURE CODES DSH Coax - Leaking water - Replaced DSH Coax - Leaking water - Repaired Hydronic Air Coil - Leaking water - Repaired Hydronic Air Coil - Leaking water - Replaced Source Coax - Leaking water - Repaired - Explain Source Coax - Leaking water - Replaced - Explain W Load Coax - Leaking water - Repaired - Explain W Load Coax - Leaking water - Replaced - Explain Load Side Braze Plate Heat Exchanger - Leaking water - Repaired - Explain Load Side Braze Plate Heat Exchanger - Leaking water - Replaced - Explain Internal Water Leak - Repaired - Explain Internal Water Leak - Replaced part/fitting Condensate Drain Pan - Cracked TS REVIEW - Office use only SERVICE LABOR ALLOWANCE 20

21 WARRANTY REIMBURSEMENT - ACCESSORIES Unit. Code Part Code Description PACKAGE COMBO SPLIT W-W MPD MPH ACD ACH A A A A A A A A A A A A A A A A A A A A A A A A N/A N/A 1 1 N/A N/A DOA HOURS $ 100 $ 100 N/A N/A $ 100 $ 100 N/A N/A FLAT RATE 1 1 N/A N/A 1 1 N/A N/A DOA HOURS $ 100 $ 100 N/A N/A $ 100 $ 100 N/A N/A FLAT RATE 1 1 N/A N/A 1 1 N/A N/A DOA HOURS $ 100 $ 100 N/A N/A $ 100 $ 100 N/A N/A FLAT RATE 1 1 N/A N/A 1 1 N/A N/A DOA HOURS $ 100 $ 100 N/A N/A $ 100 $ 100 N/A N/A FLAT RATE 1 1 N/A N/A 1 1 N/A N/A DOA HOURS $ 100 $ 100 N/A N/A $ 100 $ 100 N/A N/A FLAT RATE 1 1 N/A N/A 1 1 N/A N/A DOA HOURS $ 100 $ 100 N/A N/A $ 100 $ 100 N/A N/A FLAT RATE N/A 1 1 N/A N/A DOA HOURS $ 100 $ 100 $ 100 N/A $ 100 $ 100 N/A N/A FLAT RATE N/A 1 1 N/A N/A DOA HOURS $ 100 $ 100 $ 100 N/A $ 100 $ 100 N/A N/A FLAT RATE N/A 1 1 N/A N/A DOA HOURS $ 100 $ 100 $ 100 N/A $ 100 $ 100 N/A N/A FLAT RATE N/A 1 N/A 1 N/A N/A N/A N/A DOA HOURS N/A $ 100 N/A $ 100 N/A N/A N/A N/A FLAT RATE N/A 1 N/A 1 N/A N/A N/A N/A DOA HOURS N/A $ 100 N/A $ 100 N/A N/A N/A N/A FLAT RATE N/A 1 N/A 1 N/A N/A N/A N/A DOA HOURS N/A $ 100 N/A $ 100 N/A N/A N/A N/A FLAT RATE A Other Accessory - Explain TBD TBD TBD TBD TBD TBD TBD TBD A FAILURE CODES Internal Elec. Htr - Breaker won't reset - Replace Internal Elec. Htr - Limit stuck open - Replace Internal Elec. Htr - Sequencer stuck open - Replace Internal Elec. Htr - Sequencer stuck closed - Replace Internal Elec. Htr - Open element - Replace Internal Elec. Htr - Time delay relay - Replace Flow Center - Leaking valve - Replaced Flow Center - Leaking water pump - Replaced Flow Center - Leaking housing - Replace Flow Center Pump - Open winding - Replace Flow Center Pump - Shorted winding - Replace Thermostat - No display - Replaced Thermostat - Internally shorted - Replaced Thermostat - No output - Replaced Aquastat - Stuck open Aquastat - Stuck closed Aquastat - No output EWC Damper - Will not open - Replace EWC Damper - Will not close - Replace EWC Damper Motor - Noisy - Replace EWC Damper Motor - Bad connection - Replace EWC Damper Motor - Open winding - Replace EWC Damper Motor - Burnt winding - Replace EWC Damper Motor - Stripped gear - Replace A EWC Damper Motor - Locked TS REVIEW - Office use only SERVICE LABOR ALLOWANCE

22 FAILURE & REIMBURSEMENT CHART When filing a warranty claim with Enertech Mfg., you will need to know the failure code to use. This code indicates the failure on the unit, the service done to the unit and the DOA hours or flat rate reimbursement if labor reimbursement is due. THE FAILURE & REIMBURSEMENT CHART IS FOUND IN THE WARRANTY MANUAL 22

23 SECTION 1 FAILURE CODES 1. UNIT CODE There are four different unit codes a. E Electrical failure b. R Refrigeration failure c. W Water failure d. A Accessory failure 2. PART CODE Each failure has a four digit corresponding code. a. The first two numbers reference the part that has failed. (Ex. E-12XX refers to any board failure) b. The last two numbers reference the reason for failure and the service to the unit to fix the failure. (Ex. E-1202 refers to a lockout board that shorted and needs to be replaced.) 23

24 SECTION 2 SERVICE LABOR ALLOWANCE 1. Across the top of the SLA chart is each type of unit. 2. Along the right side of the SLA chart, the DOA HOURS and FLAT RATE that may qualify for the unit failure are listed. 24

25 Example if you have a split unit that the DSH pump has an open winding, you would use failure code E If labor reimbursement was due, it would qualify for 1 DOA HOUR or $100 FLAT RATE 25

26 SECTION 3 1. DO YOU NEED PARTS ORDERED If replacement parts need to be ordered, mark YES. If credit only is requested, mark NO. a. If YES is marked, replacement parts will be shipped out the same day the warranty claim was received, if at all possible. The parts will be shipped at no charge. i. If the defective part is requested to be sent back to Enertech, all parts must be returned within 30 days. 1. Enertech will provide a call tag that will be included with the replacement part shipment. 2. Once the defective part has been replaced and the defective part is boxed up ALONG with a copy of the SRO paperwork inside the box, the Dealer is to contact the carrier on the call tag and request the pick up to be made. ii. If no return is required, the replacement part will be shipped at no charge and no freight charges will be incurred. b. If NO is marked, please provide the reason why no parts are needed. (Ex. replaced from Dealer shelf, ordered replacement parts on PO# on 1/1/11). i. If replacement parts were ordered through customer service, the invoice will have normal billing terms and will incur freight charges. ii. If no PO# or invoice number is provided then the part only will be reimbursed, no freight. c. HOLD ALL FAILED PARTS FOR 90 DAYS 2. OTHER NOTES if additional information is needed provide here. (Ex. how the unit was actually serviced to make the repairs) 26

27 WARRANTY DENIAL FORM WHEN A WARRANTY CLAIM IS FILED YOU MAY BE SENT A DENIAL FORM. 27

28 SECTION 1 Information provided from the warranty claim submitted DATE The date the form is being processed. COMPANY NAME/ADDRESS The name of the company who submitted the warranty claim form. MODEL NUMBER The model number of the unit in which the warranty claim was filed. SERIAL NUMBER The serial number of the unit in which the warranty claim was filed. PART The defective part number or description provided on the warranty claim. 28

29 SECTION 2 Reason for denial A copy of the warranty claim will always follow this form. The reason marked with an X is the reason pertaining to the warranty claim. 29

30 WARRANTY REQUEST FOR INFORMATION FORM WHEN A WARRANTY CLAIM IS FILED, YOU MAY BE SENT A REQUEST FOR INFORMATION FORM. 30

31 SECTION 1 Information provided from the warranty claim submitted DATE The date the form is being processed. COMPANY NAME/ADDRESS The name of the company who submitted the warranty claim form. MODEL NUMBER The model number of the unit in which the warranty claim was filed. SERIAL NUMBER The serial number of the unit in which the warranty claim was filed. PART The defective part number or description provided on the warranty claim. 31

32 SECTION 2 Request for Information A copy of the warranty claim will always follow this form. The reason marked with an X is the reason pertaining to the warranty claim. Please return the information requested within 2 weeks of request and resubmit for warranty review. o When resubmitting with information requested, please provide the Request for Information form along with corrected warranty claim form. 32

33 SRO ACKNOWLEDGEMENT 33

34 SRO ACKNOWLEDGEMENT BREAKDOWN 1. This is where to find the SRO number. It will always begin with WTY followed by numbers. a. If you have received an acknowledgement and/or have questions regarding a claim that has been processed, you will want to reference SRO number of the claim. 2. This is the account Enertech Mfg. will use for issuing credits or invoices. a. You will always want to check to make sure this information is correct. 34

35 3. This is the ship to address if replacement parts are needed and/or call tag pickup information. a. If a replacement part is being shipped, you will need to verify this address is correct. b. If the defective part is needed back, this is the address where the call tag will be issued for pickup. You will need to verify this address is correct. 4. This is the item number and description of the part being claimed as defective. a. If a replacement part is being shipped, you will need to verify that this part and description is correct. 5. The line directly below the item number will let you know whether or not the defective part needs to be returned to Enertech Mfg. a. If the part is requested for return, the line will read DEFECTIVE PART(S) NEEDS TO BE RETURNED WITHIN 30 DAYS ALONG WITH A COPY OF SRO. b. If the part does not need to be returned, the line will read HOLD ALL FAULTY PARTS FOR 90 DAYS. 35

36 REPLACEMENT PART(S), RETURNING DEFECTIVE PART(S) & CREDITS 1. If replacement part(s) need to be shipped and defective part(s) do not need to be returned, Enertech Mfg. will ship part(s) are no charge. a. If labor reimbursement is due, credit will be issued the same time the replacement part(s) are shipped and the claim is closed. 2. If replacement part(s) need to be shipped and the defective part(s) need to be returned, Enertech Mfg. will ship part(s) are no charge along with a call tag to pick up defective part(s). a. If labor reimbursement is due, credit will be issued the same time the replacement part(s) are shipped. b. Once the defective part has been replaced and boxed up with a copy of the SRO paperwork with it, send the defective part(s) back to Enertech Mfg. utilizing the call tag provided. Once part(s) have been returned, the claim is closed. c. If defective part(s) are not returned within 30 days, the Dealer will be invoiced for the replacement part(s) and the claim is closed. 3. If no replacement parts are needed but defective part(s) need to be returned, a call tag will be issued and sent to the Dealer. a. If labor reimbursement is due, credit will be issued at that time. b. Once the defective part has been boxed up with a copy of the SRO paperwork with it, send the defective part(s) back to Enertech Mfg. utilizing the call tag provided. Once part(s) have been returned, the claim is closed. c. If defective part(s) are not returned within 30 days, the Dealer will be invoiced for the replacement part(s) and the claim is closed. 4. If no replacement parts are needed and defective part(s) do not need to be returned, credit will be issued at time of claim processing. a. If labor reimbursement is due, credit will be issued at that time. b. If part(s) credit is due, credit will be issued at that time and the claim is closed. 36