Day & Night, a Carrier company, is a leading manufacturer of heating and cooling systems for residential and light commercial applications. This comprehensive guide will help dealers efficiently manage product returns and claims to ensure optimal customer service and business profitability.
Introduction
As a Day & Night dealer, managing returns and warranty claims effectively is crucial for maintaining customer satisfaction and business efficiency. HVAC equipment represents a significant investment for homeowners and businesses alike, and proper handling of product issues ensures minimal disruption to end-users' comfort and operations. Understanding Day & Night's procedures ensures smooth processing and timely resolution of all claims and returns while strengthening your partnership with Day & Night and maintaining your reputation in the HVAC industry.
Types of Returns/Claims Available
Limited Warranty Claims
Day & Night provides warranty coverage for their HVAC products, including:
- Air conditioning units
- Heat pumps
- Gas furnaces
- Fan coils
- Package units
- Ductless systems
- Thermostats and controls
No Hassle Replacement™ Limited Warranty
Day & Night offers an enhanced warranty program on select premium equipment that provides whole-unit replacement during specific coverage periods if critical components fail.
Defective Product Returns
For products exhibiting manufacturing defects or failing to meet performance specifications, Day & Night maintains a structured return process for evaluation and replacement.
Damaged Goods Claims
When products arrive damaged from shipping or handling, dealers can file freight damage claims, which require specific documentation and prompt reporting within the carrier's timeframe.
DOA (Dead on Arrival) Program
Day & Night offers expedited processing for units that fail upon initial installation or within the first few days of operation, minimizing downtime for customers.
Before Filing a Claim/Return
Required Documentation
Gather these essential items:
- Original purchase order and invoice
- Day & Night order confirmation number
- Product model and serial numbers
- Installation date and technician information
- Detailed description of the issue or failure
- Photos of defects or damage
- Diagnostic data and error codes
- System performance measurements
- 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 by a qualified technician
- No unauthorized modifications made to the equipment
- Operating parameters within product specifications
- Regular maintenance performed according to guidelines
- Filter changes and maintenance requirements met
- Proper refrigerant charge verified
- Correct electrical connections and supply
Product Condition Requirements
For returns, ensure:
- Parts are clean and properly labeled
- All components and accessories are included
- Original model and serial tags are intact
- Evidence of failure is preserved
- No additional damage beyond reported issue
- Proper packaging to prevent transit damage
- Return authorization information clearly visible
- Refrigerant properly recovered (if applicable)
The Claims/Returns Process
- Document the issue thoroughly with photos and diagnostic data
- Contact Day & Night technical support or warranty department
- Complete the Day & Night warranty claim form
- Submit all required documentation through the dealer portal
- Receive claim approval and return authorization
- Package part or product according to Day & Night guidelines
- Include all required documentation with claim number clearly marked
- Ship to designated Day & Night facility or hold for warranty credit
Best Practices for Dealers
- Maintain detailed records of equipment installations and service
- Document system configuration and installation details
- Perform thorough diagnostics before filing claims
- Take photographs showing installation conditions and failures
- Verify refrigerant charge and airflow before claiming system issues
- Build relationships with Day & Night technical representatives
- Train team members on proper documentation procedures
- Create a dedicated process for handling warranty parts
Common Pitfalls to Avoid
- Incomplete documentation of installation parameters
- Failing to check for installation-related issues
- Returning parts with obvious field damage
- Submitting claims without proper diagnostic testing
- Missing critical information about system configuration
- Not involving Day & Night technical support early in problem diagnosis
- Overlooking maintenance issues vs. actual product defects
- Insufficient packaging causing additional damage during return shipping
Tips for Expedited Processing
- Use the online Day & Night dealer portal for claim submissions
- Include complete model and serial information exactly as shown on unit
- Provide detailed failure description with specific symptoms
- Submit clear, focused photos of defects and rating plate information
- Include all diagnostic data and test measurements
- Establish single point of contact for claim follow-up
- Reference original order numbers in all communications
- Submit claims promptly after issue discovery
Conclusion
Effective management of returns and warranty claims strengthens relationships with both Day & Night 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 heating and cooling systems.
For access to Day & Night'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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