Adams Rite, a leading manufacturer of door hardware and access control solutions, maintains high standards for product quality while providing comprehensive support for returns and warranty claims. This guide will help distributors efficiently manage the returns process and provide excellent service to their customers.
Types of Returns and Claims Available
Warranty Claims
Adams Rite provides warranty coverage across their product lines:
- Limited lifetime mechanical warranty on most door hardware
- 3-year warranty on electronic products
- 1-year warranty on power supplies and accessories
- Extended warranty options for specific commercial applications
Defective Product Returns
For products that exhibit defects or malfunction:
- Immediate replacement for critical security components
- Standard warranty replacement process
- Technical support evaluation services
- Special handling for installation-related issues
Customer Satisfaction Returns
Adams Rite's customer satisfaction policy includes:
- 30-day return period for stock products
- Special terms for custom orders
- Project-specific return arrangements
- Restocking fees may apply
Damaged Goods Claims
For products damaged during shipping:
- Immediate inspection requirement
- Photo documentation needs
- 48-hour notification for visible damage
- 5-day notification for concealed damage
Before Filing a Claim or Return
Required Documentation
Essential items to prepare:
- Original purchase order number
- Adams Rite invoice number
- Product model and serial numbers
- Detailed issue description
- Installation documentation
- Photos of damaged items
- Original proof of purchase
Eligibility Verification
Confirm these requirements:
- Product is within warranty period
- No unauthorized modifications
- Proper installation verification
- Original purchasing distributor
- Proper application of product
- Maintenance records if applicable
Product Condition Requirements
Ensure returned products meet these standards:
- Complete with all original components
- Properly packaged for shipping
- Free from excessive wear
- Original labels intact
- No custom modifications
- Clean and damage-free
The Claims and Returns Process
Initial Assessment
- Verify the issue type
- Document problem details
- Consult technical support if needed
- Gather required documentation
Return Authorization
- Submit RMA request
- Include all supporting documents
- Await approval confirmation
- Receive shipping instructions
Product Return
- Package according to guidelines
- Include RMA documentation
- Ship to specified location
- Track shipment progress
Claim Resolution
- Technical evaluation
- Replacement or repair decision
- Credit processing if applicable
- Return shipping arrangement
Best Practices for Distributors
Documentation Management
- Maintain organized digital records
- Create standardized processes
- Track warranty dates
- Document all communications
Quality Control
- Inspect products upon receipt
- Verify proper application
- Document installation conditions
- Maintain installation records
Customer Communication
- Set clear expectations
- Provide regular updates
- Document all interactions
- Follow up after resolution
Common Pitfalls to Avoid
Documentation Issues
- Missing purchase information
- Incomplete problem descriptions
- Insufficient damage evidence
- Lost installation records
Processing Delays
- Late damage reporting
- Incomplete technical evaluation
- Delayed shipping after approval
- Missing follow-up
Technical Errors
- Incorrect product application
- Improper installation
- Missed maintenance requirements
- Unauthorized modifications
Tips for Expedited Processing
Pre-Return Preparation
- Gather all documents upfront
- Complete technical evaluation
- Prepare detailed descriptions
- Organize supporting evidence
Efficient Communication
- Use clear, concise language
- Provide all information initially
- Respond promptly to queries
- Keep organized records
Process Management
- Follow up regularly
- Track shipping progress
- Document all steps
- Maintain contact records
Conclusion
Successful management of Adams Rite returns and claims requires attention to detail, proper documentation, and consistent follow-through. By following these guidelines, distributors can ensure efficient processing while maintaining strong relationships with both customers and Adams Rite.
For access to Adams Rite's portal click here.
Did you know?
Continuum helps dealers and distributors streamline returns and claims with our Returns Management Software so you can spend less time filing claims, ensure accurate credits, and resolve customer issues quickly and efficiently. Book a demo today to learn more.