Banner Engineering is a leading manufacturer of industrial automation products, including sensors, vision systems, machine safety components, indicator lights, and wireless networks. This comprehensive guide will help distributors efficiently manage product returns and claims to ensure optimal customer service and business profitability.
Introduction
As a Banner Engineering distributor, managing returns and warranty claims effectively is crucial for maintaining customer satisfaction and business efficiency. Automation components and sensors represent critical elements in manufacturing and production environments, and proper handling of product issues ensures minimal disruption to end-users' operations. Understanding Banner Engineering's procedures ensures smooth processing and timely resolution of all claims and returns while strengthening your partnership with Banner and maintaining your reputation in the automation industry.
Types of Returns/Claims Available
Limited Warranty Claims
Banner Engineering provides warranty coverage for their products, including:
- Photoelectric sensors
- Ultrasonic sensors
- Vision systems and cameras
- LED indicators and tower lights
- Safety devices and systems
- Wireless networks and controllers
- Machine condition monitoring systems
- Measurement and gauging sensors
Standard warranty periods typically cover products for 12 months from the date of shipment, with certain premium product lines carrying extended coverage periods.
Pro-rated Warranty Programs
For certain product categories, Banner offers pro-rated warranty coverage that extends beyond the standard warranty period, with coverage percentages decreasing over time.
Defective Product Returns
For products exhibiting manufacturing defects or failing to meet performance specifications, Banner maintains a structured return process for evaluation, replacement, or repair through their Return Material Authorization (RMA) 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).
Customer Satisfaction Returns
For unused products in original packaging, Banner may accept returns subject to restocking fees (typically 20-25%) when returned within 90 days of purchase. Custom or modified products may not be eligible for return under this program.
DOA (Dead on Arrival) Program
Banner offers expedited processing for units that fail upon initial installation, minimizing downtime for customers in critical production environments.
Before Filing a Claim/Return
Required Documentation
Gather these essential items:
- Original purchase order and invoice
- Banner Engineering order confirmation number
- Product model numbers and serial numbers
- Installation date and configuration details
- Detailed description of the issue or failure
- Photos of defects or damage
- Application details and environmental conditions
- Error codes or diagnostic information
- Maintenance records (if applicable)
- Original warranty registration information
Eligibility Verification
Before proceeding, verify:
- The product is within warranty period
- Proper installation procedures were followed
- System was installed according to Banner specifications
- No unauthorized modifications made to the equipment
- Operating parameters within product specifications
- Environmental conditions within product tolerances
- Proper electrical connections and supply voltage
- Compatibility with connected systems verified
- Product used in appropriate application
Product Condition Requirements
For returns, ensure:
- Products are clean and free of excessive debris
- All components and accessories are included
- Original model and serial numbers are intact and legible
- Evidence of failure is preserved
- No additional damage beyond reported issue
- Proper packaging to prevent transit damage
- Return authorization information clearly visible
- Cable connections and terminations protected
- No unauthorized repair attempts evident
The Claims/Returns Process
- Document the issue thoroughly with photos and diagnostic information
- Contact Banner Engineering technical support at 1-888-373-6767
- Complete the RMA request form with all required information
- Submit all required documentation through the Banner Customer Portal
- Receive claim evaluation and Return Material Authorization (RMA) number
- Package product according to Banner Engineering guidelines
- Include all required documentation with RMA number clearly marked
- Ship to designated Banner Engineering facility using specified carrier
For complex systems or installations, Banner may authorize:
- Technical phone support for remote diagnostics
- Field application engineer support
- Advance replacement for critical components
Best Practices for Distributors
- Maintain detailed records of equipment specifications and applications
- Document system configuration and installation details
- Perform thorough diagnostics before filing claims
- Take photographs showing installation conditions and failures
- Verify environmental conditions against specifications
- Build relationships with Banner technical representatives
- Train team members on proper documentation procedures
- Create a dedicated process for handling warranty parts
- Understand sensor application limitations and specifications
- Keep detailed records of all correspondence related to claims
Common Pitfalls to Avoid
- Incomplete documentation of installation parameters
- Failing to check for application-related issues (incorrect sensing range)
- Returning parts with obvious misuse damage
- Submitting claims without proper diagnostic testing
- Missing critical information about system configuration
- Not involving Banner technical support early in problem diagnosis
- Overlooking environmental factors vs. actual product defects
- Insufficient packaging causing additional damage during return shipping
- Attempting repairs without authorization
- Installing incompatible products for the application
Tips for Expedited Processing
- Use the online Banner Customer Portal for claim submissions
- Include complete model and serial information exactly as shown on product
- Provide detailed failure description with specific symptoms
- Submit clear, focused photos of defects and product labels
- Include all relevant diagnostic data and application details
- 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 complete test results demonstrating the failure mode
Conclusion
Effective management of returns and warranty claims strengthens relationships with both Banner Engineering 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 automation components.
For access to Banner Engineering'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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