AVK is a leading manufacturer of valves, hydrants, and accessories for water supply, wastewater treatment, fire protection, and gas distribution systems. This comprehensive guide will help distributors efficiently manage product returns and claims to ensure optimal customer service and business profitability.
Introduction
As an AVK distributor, managing returns and warranty claims effectively is crucial for maintaining customer satisfaction and business efficiency. Valves and flow control products represent critical infrastructure components in water and gas systems, and proper handling of product issues ensures minimal disruption to municipal and industrial operations. Understanding AVK's procedures ensures smooth processing and timely resolution of all claims and returns while strengthening your partnership with AVK and maintaining your reputation in the PVF (Pipe, Valve, and Fitting) industry.
Types of Returns/Claims Available
Limited Warranty Claims
AVK provides warranty coverage for their products, including:
- Gate valves
- Butterfly valves
- Check valves
- Control valves
- Fire hydrants
- Repair clamps
- Couplings and adaptors
- Accessories and related components
AVK's standard warranty typically covers manufacturing defects in materials and workmanship for periods ranging from 1 to 10 years, depending on the product line. Some premium products, like certain series of gate valves and hydrants, carry extended warranty terms of up to 10 years.
Extended Warranty Programs
For specific municipal and water utility projects, AVK may offer extended warranty options when products are registered and installed according to specified procedures and maintained properly.
Defective Product Returns
For products exhibiting manufacturing defects or failing to meet performance specifications, AVK maintains a structured return process for evaluation and replacement through their Return Goods Authorization (RGA) system.
Damaged Goods Claims
When products arrive damaged from shipping or handling, distributors can file freight damage claims, which require specific documentation and prompt reporting within the carrier's timeframe (typically within 5 business days of receipt).
Quality Assurance Returns
For products that do not meet specified performance criteria during testing or commissioning, AVK offers a quality assurance program to evaluate and address these concerns.
Project-Specific Return Accommodations
For larger municipal or infrastructure projects, AVK may offer specific accommodations for handling unused inventory or project-specific materials that were ordered but not utilized.
Before Filing a Claim/Return
Required Documentation
Gather these essential items:
- Original purchase order and invoice
- AVK order confirmation number
- Product model numbers and serial numbers
- Installation date and location information
- Detailed description of the issue or failure
- Photos of defects or damage
- Operating conditions at time of failure
- Testing and commissioning data
- Maintenance records (if applicable)
- Original warranty registration information
- Project specifications (if relevant)
Eligibility Verification
Before proceeding, verify:
- The product is within warranty period
- Proper installation procedures were followed
- System was installed by qualified personnel
- No unauthorized modifications made to the product
- Operating parameters within product specifications
- Environmental conditions within product tolerances
- Proper maintenance has been performed
- Correct installation orientation and flow direction
- Compatible components were used together
- Proper torque specifications were followed
- Appropriate pressure ratings for the application
Product Condition Requirements
For returns, ensure:
- Products are clean and free of excessive debris
- All components and accessories are included
- Original product markings and serial numbers are intact
- Evidence of defect or failure is preserved
- No additional damage beyond reported issue
- Proper packaging to prevent transit damage
- Return authorization information clearly visible
- Products are drained of fluids
- Flange faces protected from damage
- Valve ends properly covered and protected
The Claims/Returns Process
- Document the issue thoroughly with photos and detailed descriptions
- Contact AVK customer service at 1-800-422-7111
- Complete the Return Goods Authorization (RGA) request form with all required information
- Submit all required documentation to customer.service@avkus.com
- Receive claim evaluation and Return Goods Authorization (RGA) number
- Package product according to AVK guidelines
- Include all required documentation with RGA number clearly marked
- Ship to designated AVK facility using specified carrier
For critical infrastructure components, AVK may offer:
- Field technical evaluation
- Expedited replacement shipping
- On-site technical support for complex issues
Best Practices for Distributors
- Maintain detailed records of product specifications and serial numbers
- Document project applications and installation details
- Perform initial inspection of all products upon receipt
- Take clear photographs showing defects or damage
- Verify proper product selection for applications
- Build relationships with AVK technical representatives
- Train team members on proper documentation procedures
- Create a dedicated process for handling warranty parts
- Understand valve and hydrant installation requirements
- Keep detailed records of all correspondence related to claims
- Verify pressure and temperature ratings for applications
Common Pitfalls to Avoid
- Incomplete documentation of product information and serial numbers
- Failing to check for installation-related issues
- Returning products with obvious misuse or improper installation damage
- Submitting claims without proper inspection and diagnosis
- Missing critical information about operating conditions
- Not involving AVK technical support for complex issues
- Overlooking water quality issues vs. actual product defects
- Insufficient packaging causing additional damage during return shipping
- Attempting unauthorized repairs or modifications
- Improper torquing or assembly leading to premature failure
Tips for Expedited Processing
- Use the standardized AVK RGA form for all submissions
- Include complete model and serial numbers exactly as shown on product
- Provide detailed failure description with specific symptoms
- Submit clear, focused photos of defects and product markings
- Include all relevant application information and operating conditions
- Establish single point of contact for claim follow-up
- Reference original order numbers in all communications
- Submit claims promptly after issue discovery
- Categorize issues correctly (warranty vs. damage vs. application)
- Prepare comprehensive technical information about the installation
- Include water quality data if relevant to the claim
Conclusion
Effective management of returns and warranty claims strengthens relationships with both AVK and your customers. Following these guidelines ensures efficient processing and resolution of all claims, helping you maintain profitability while providing excellent customer service for critical infrastructure components.
For access to AVK'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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