Armstrong Air is a trusted manufacturer of high-quality HVAC systems and components. This comprehensive guide will help dealers navigate the returns and claims processes to provide excellent service to their customers while maintaining efficient operations.
Introduction
As an Armstrong Air dealer, managing product returns and warranty claims effectively is crucial for both customer satisfaction and business efficiency. Understanding the proper procedures ensures smooth processing and timely resolution of all claims and returns.
Types of Returns and Claims Available
Limited Warranty Claims
Armstrong Air provides comprehensive warranty coverage for their HVAC systems. Coverage includes:
- Parts warranties for specific components
- Limited lifetime warranties on heat exchangers
- Extended warranty options
- Labor warranties (when applicable)
Defective Product Returns
For components that fail due to manufacturing defects or don't meet specifications, Armstrong Air maintains a structured return process for proper evaluation and replacement.
Damaged Goods Claims
When products arrive damaged from shipping or handling, dealers can file freight damage claims. These require specific documentation and timely reporting.
Before Filing a Claim or Return
Required Documentation
Gather these essential items before initiating any return or claim:
- Original installation date and documentation
- Product model and serial numbers
- Detailed description of the issue
- Photos of the affected components
- Original invoice or proof of purchase
- Installation records and maintenance history
Eligibility Verification
Before proceeding with a claim, verify:
- The product is within the warranty period
- The installation was performed by a qualified technician
- Regular maintenance has been performed and documented
- The issue isn't caused by improper installation or maintenance
- The product was used under normal operating conditions
Product Condition Requirements
For returns, ensure:
- Components are properly cleaned
- All original parts are included
- The product is safely packaged
- Return authorization information is clearly visible
The Claims and Returns Process
- Document the issue thoroughly with photos and descriptions
- Contact Armstrong Air technical support for troubleshooting
- Obtain a Return Material Authorization (RMA) number
- Complete all required warranty claim forms
- Package the product according to guidelines
- Ship to the designated returns facility
- Track claim status through the dealer portal
Best Practices for Dealers
- Keep detailed installation and maintenance records
- Take clear photos of serial numbers and issues
- Maintain open communication with customers
- Document all troubleshooting steps taken
- Use approved replacement parts
- Follow proper refrigerant handling procedures
Common Pitfalls to Avoid
- Filing claims without complete documentation
- Missing or unclear photos
- Improper packaging of returned components
- Late submission of warranty claims
- Incomplete technical data on claim forms
- Failing to obtain proper authorization
Tips for Expedited Processing
- Submit claims promptly after issue discovery
- Include all required documentation initially
- Use the online dealer portal when available
- Follow up regularly on pending claims
- Maintain accurate customer contact information
- Keep detailed records of all communications
Conclusion
Efficient management of returns and warranty claims is essential for maintaining strong relationships with both Armstrong Air and your customers. Following these guidelines helps ensure smooth processing and quick resolution of all claims.
For access to Armstrong Air'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.
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