Following the 2020 merger of UTC with Raytheon Company to form Raytheon Technologies, the fire and security business has undergone corporate restructuring. This comprehensive guide will help distributors efficiently manage product returns and claims for what was formerly known as UTC Fire & Security, now operating under the Carrier Fire & Security brand.
Introduction
As a distributor of Carrier Fire & Security products (formerly UTC Fire & Security), managing returns and warranty claims effectively is crucial for maintaining customer satisfaction and business efficiency. Understanding the proper procedures in light of the corporate restructuring ensures smooth processing and timely resolution of all claims and returns.
Types of Returns/Claims Available
Limited Warranty Claims
Carrier Fire & Security provides warranty coverage for their products, including:
- Fire detection systems (including Kidde Fire Fighting systems)
- Access control solutions
- Video surveillance equipment
- Intrusion detection products
- Building automation systems
- Life safety components (including Chubb Fire products)
Defective Product Returns
For products exhibiting technical issues or failing to meet specifications, Carrier Fire & Security maintains a structured return process for evaluation and replacement.
Damaged Goods Claims
When products arrive damaged from shipping or handling, distributors can file freight damage claims, which require specific documentation and prompt reporting.
Before Filing a Claim/Return
Required Documentation
Gather these essential items:
- Original purchase order and date
- Product model and serial numbers
- Detailed description of the issue
- Installation documentation
- System configuration details
- Test results and diagnostics
- Photos of damage or defects
Eligibility Verification
Before proceeding, verify:
- The product is within warranty period
- Proper installation procedures followed
- No unauthorized modifications
- System properly commissioned
- Regular maintenance performed
- Environmental conditions appropriate
Product Condition Requirements
For returns, ensure:
- Products are properly packaged
- All components included
- Original packaging when possible
- Protection from static discharge
- Clear identification markings
- Secure packaging for sensitive components
The Claims/Returns Process
- Document the issue thoroughly
- Contact Carrier Fire & Security technical support
- Obtain Return Material Authorization (RMA)
- Complete required documentation
- Package products according to guidelines
- Ship to designated location
- Track claim status
Best Practices for Distributors
- Maintain detailed installation records
- Document system configurations
- Follow proper testing procedures
- Use appropriate diagnostic tools
- Track all customer communications
- Keep certification records current
- Ensure you have updated contact information post-merger
Common Pitfalls to Avoid
- Incomplete documentation submission
- Missing system configuration details
- Improper packaging methods
- Insufficient problem description
- Late submission of warranty claims
- Confusion regarding correct contact channels after corporate restructuring
- Addressing returns to outdated company entities
Tips for Expedited Processing
- Provide detailed technical information upfront
- Include all diagnostic data
- Follow proper RMA procedures
- Use recommended shipping methods
- Maintain organized documentation
- Keep communication channels open
- Verify current return addresses and procedures due to corporate changes
Conclusion
Effective management of returns and warranty claims strengthens relationships with both Carrier Fire & Security (formerly UTC Fire & Security) and your customers. Following these guidelines ensures efficient processing and resolution of all claims, even as the company continues to evolve following the Raytheon Technologies merger.
For access to Carrier Fire & Security'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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