DEALER DIRECT WARRANTY MANUAL - … DIRECT WARRANTY MANUAL . 2 ... Filling Out Warranty Claim Form ... a Denial Form is sent back to the Dealer. b. If the claim is not complete,

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 ...................................................................................................................... 11

Warranty Claim Process ........................................................................................................................ 12

Filling Out Warranty Claim Form ........................................................................................................... 13

Failure & Reimbursement Chart .................................................................................................. 16

Warranty Denial Form ........................................................................................................................... 27

Warranty Request For Information Form ............................................................................................. 30

SRO Acknowledgement ......................................................................................................................... 33

Replacement Part(s), Returning Defective Part(s) & Credits ................................................................ 36

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 (618-664-4597) or email ([email protected]).

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 www.enertechmfg.com

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.

http://www.enertechmfg.com/

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 emailed to

[email protected] or faxed to 618-664-4597.

8. If you have any questions, please contact Enertech Customer Service at 618-664-9011.

mailto:[email protected]

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, www.enertechmfg.com,

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, www.enertechmfg.com, FAXED TO 618-664-4597 OR MAILED TO 2506 S. ELM STREET, GREENVILLE, IL 62246.

a. Once a warranty registration has been submitted, a copy of the registration will be emailed 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.



7

1. FILLING OUT WARRANTY REGISTRATION FORM

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

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 EMAIL (OPTIONAL) – The email 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.

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) EMAIL – contact email address for the company who purchased and installed the unit

11

Submit Claim

Form (On Line or

Fax/Email Hard

Copy)

Warranty Claim Process

Claim is

Reviewed by

Administrator

Claim Denied –

Denial Form Sent

Claim Approved

Information

Required – Form

Sent to Customer

Information

Provided by

Customer

Parts NeededParts not Needed

– Labor Only

Parts Sent to

Customer at no

Charge

Part Return

Required

Call Tag and SRO

Return Form Sent

Out w/ Part

Labor Credit

Issued

Part Invoiced if Not

Returned Within

30 Days

Claim Completed

Part Returned

Within 30 Days

SRO is Generated

and sent to

Customer

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, www.enertechmfg.com, or the claim form can be found in every manual.

a. If submitting a warranty claim on Enertech’s secure website, go to www.enertechmfg.com, 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 email, please send the completed form via fax to 618-664-4597 or via email to [email protected].

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.



mailto:[email protected]

13

FILLING OUT THE WARRANTY CLAIM FORM

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.

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.

16

Unit. Code Part Code Description PACKAGE COMBO SPLIT W-W MPD MPH ACD ACH

1.5 1.5 N/A N/A 1.5 1.5 N/A N/A DOA HOURS

130$ 130$ N/A N/A 130$ 130$ N/A N/A FLAT RATE

1.5 1.5 N/A N/A 1.5 1.5 N/A N/A DOA HOURS


1 1 N/A N/A 1 1 N/A N/A DOA HOURS




1 1 1 1 N/A N/A N/A N/A DOA HOURS

100$ 100$ 100$ 100$ N/A N/A N/A N/A FLAT RATE



1 1 1 1 1 1 N/A N/A DOA HOURS

100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE


100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE


100$ 100$ 100$ 100$ 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






100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE

E- 1210 N/A N/A N/A N/A N/A N/A N/A N/A












100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE


100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE


100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE


100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE


100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE


100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE

Board - Repair - After TS Review

Board - Combination board - Shorted

Board - Combination board - Miswired

Control Conversion

Contactor - Burnt/welded contacts

Harness - Miswired

Harness - Shorted/burnt wire

Transformer - Open primary winding

Transformer - Open secondary winding

Transformer - Shorted primary winding

WARRANTY REIMBURSEMENT - ELECTRICAL

E-

E-

E-

E-

SERVICE LABOR ALLOWANCEFAILURE CODES

E-

E-

E-

E-

E-

E-

E-

E-

E-

E-

E-

E-

E-

E-

E-

E-

E-

E-

E-

E-

E-

E-

1001

1002

1003

1004

1101

1102

1201

1202

1203

1204

1205

1206

1207

1401

1402

1501

1502

1208

1209

1301

1302

1303

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

Board - Combination board- No output

1503

1601

1602

Contactor - Open coil winding

Contactor - Shorted/Burnt coil

Capacitor - Weak

Capacitor - Open

Harness - Missing

1603

17


100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE









E- 1998 TBD TBD TBD TBD TBD TBD TBD TBD

E- 1999 TS REVIEW - Office use only

Other Electrical - Explain

Reversing Valve - Open/shorted coil - Replaced coil

Transformer - Shorted secondary winding

Pump Breaker - Will not reset

Pump Breaker - Stuck closed

E-

E-

E-

E-

E- 1901

Blower wheel/housing - Out of balance

1701

1702

1801

1604

18


4.5 4.5 4.5 4.5 N/A N/A N/A N/A DOA HOURS








2.5 2.5 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

2.5 2.5 N/A N/A 2.5 N/A 2.5 N/A DOA HOURS


4.5 4.5 N/A N/A 4 N/A 4 N/A DOA HOURS


4.5 4.5 N/A N/A 4 N/A 4 N/A DOA HOURS














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 2.5 N/A N/A N/A N/A N/A N/A DOA HOURS








2.5 2.5 2.5 2.5 2.5 N/A 2.5 N/A DOA HOURS

210$ 210$ 210$ 210$ 210$ N/A 210 N/A FLAT RATE

3.5 3.5 3.5 3.5 3.5 N/A 3.5 N/A DOA HOURS

310$ 310$ 310$ 310$ 310$ N/A 310$ N/A FLAT RATE

3.5 3.5 3.5 3.5 3.5 N/A 3.5 N/A DOA HOURS

310$ 310$ 310$ 310$ 310$ N/A 310$ N/A FLAT RATE












R- 2002 Compressor - Grounded - Replaced

R- 2003 Compressor - Will not pump - Replaced

R- 2001 Compressor - Locked rotor - Replaced

R- 2004 Compressor - Noisy - Replaced - After TS review

R- 2101Air Coil - Leaking distributor tube connections/u-

bends - Repaired - Explain

R- 2303 Load Coax - Leaking refrigerant - Repaired - Explain

R- 2102 Air Coil - Leaking in fin space - Repaired - Explain

R- 2103Air Coil - Leaking distributor tube connections/u-

bends - Replaced

R-

R-

R-

R-

R-

R- 2104 Air Coil - Leaking in fin space - Replaced

R- 2201 High Pressure Switch - Stuck open

R-

R-

R-

R-

R-

R-

R-

R-

R-

R-

2604

2603

2602

2601

2503

2605 3-Way Valve - Stuck closed

WARRANTY REIMBURSEMENT - REFRIGERATION

TXV - Stuck closed

Reversing Valve - Refrigerant leak - Replaced

Reversing Valve - Will not shift

3-Way Valve - Burnt/shorted coil

3-Way Valve - Stuck open

Source Coax - 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

2301

2204

2203

2202 High Pressure Switch - Stuck closed

Low Pressure Switch - Stuck open

Low Pressure Switch - Stuck closed

Source Coax - Leaking refrigerant - Repaired -

Explain

2502

2501

2402

2401

2302

R- 2304 Load Coax - Leaking refrigerant - Replaced

R- 2306Load Side Braze Plate Heat Exchanger - Leaking

refrigerant - Replaced

R- 2305Load Side Braze Plate Heat Exchanger - Leaking

refrigerant - Repaired - Explain

19

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























2.5 2.5 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





R- 2998 TBD TBD TBD TBD TBD TBD TBD TBD

R- 2999 TS REVIEW - Office use only

Other Refrigerant Circuit repair - Explain

Refrigerant Leak - Mechanical fitting internal to

the unit - Repair/Recharge - Explain

Refrigerant Leak - Internal to unit - Repair -

Explain

Drier - Restricted - Replaced

Drier - DSH coax refrigerant leak

Drier - Refrigerant leak repair - No replacment

parts needed

Drier - Reversing valve replacment

Drier - TXV replacement

Drier -Source coax - Repair

2710

2709

2703

2702

2701

R- 2801

2800

2713

2712

R- 2711

R-

R-

R-

R-

R-

R-

R-

R-

R- 2704 Drier - Source coax - Replacement

Drier - Compressor replacement

Drier - Air coil replacement

R- 2708 Drier - Braze plate heat exchanger - Replacement

R- 2705 Drier - Load coax - Repair

R- 2706 Drier - Load coax - Replacement

R- 2707 Drier - Braze plate heat exchanger - Repair

20






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 2 N/A 2 N/A N/A N/A N/A DOA HOURS












2 2 N/A N/A 2 2 2 2 DOA HOURS

165$ 165$ N/A N/A 165$ 165$ 165$ 165$ FLAT RATE

W- 3998 TBD TBD TBD TBD TBD TBD TBD TBD

W- 3999

3501

3301

3302Load Side Braze Plate Heat Exchanger - Leaking

water - Replaced - Explain

Internal Water Leak - Repaired - Explain

Internal Water Leak - Replaced part/fitting

Condensate Drain Pan - Cracked

Load Side Braze Plate Heat Exchanger - Leaking

water - Repaired - Explain

W-

W-

W-

W-

Source Coax - Leaking water - Repaired - Explain

Source Coax - Leaking water - Replaced - Explain

3203 Load Coax - Leaking water - Repaired - Explain

3204 Load Coax - Leaking water - Replaced - Explain

3201

3202

3401

3402

W-

W-

W-

W-

W-

WARRANTY REIMBURSEMENT - WATER

W-

W-

W-

W-

3001

3002

3101

3102

DSH Coax - Leaking water - Replaced

DSH Coax - Leaking water - Repaired

Hydronic Air Coil - Leaking water - Repaired

Hydronic Air Coil - Leaking water - Replaced


TS REVIEW - Office use only

Other Water Circuit Repair - Explain

21
























1 1 1 N/A 1 1 N/A N/A DOA HOURS

100$ 100$ 100$ N/A 100$ 100$ N/A N/A FLAT RATE


100$ 100$ 100$ N/A 100$ 100$ N/A N/A FLAT RATE


100$ 100$ 100$ N/A 100$ 100$ N/A N/A FLAT RATE








100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE


100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE


100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE


100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE


100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE


100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE


100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE


100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE

A- 4998 TBD TBD TBD TBD TBD TBD TBD TBD

A- 4999

Other Accessory - Explain

Aquastat - No output

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

EWC Damper Motor - Burnt winding - Replace

EWC Damper Motor - Stripped gear - Replace

TS REVIEW - Office use only

WARRANTY REIMBURSEMENT - ACCESSORIES

A-

A-

A-

A-

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


A-

A-

A-

A-

A-

A-

A-

A-

A-

A-

A-

A-

A-

A-

A-

A-

A-

A-

A-

A-

A-

4001

4002

4003

4004

4005

4006

4101

4102

4103

4104

4105

4301

4302

4303

4304

4305

4306

4401

4402

4403

4404

4405

4406

4407

4408 EWC Damper Motor - Locked

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

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

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.)

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.

25

Example – if you have a split unit that the DSH pump has an open winding, you would use failure code E-1101. If labor reimbursement was due, it would qualify for 1 DOA HOUR or $100 FLAT RATE

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# 12345 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)

27

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

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.

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.

30

WARRANTY REQUEST FOR INFORMATION FORM

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

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.

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.

33

SRO ACKNOWLEDGEMENT

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.

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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”.

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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.

Documents

DEALER DIRECT WARRANTY MANUAL - … DIRECT WARRANTY MANUAL . 2 ... Filling Out Warranty Claim Form ... a Denial Form is sent back to the Dealer. b. If the claim is not complete,