Falcon Lock is a leading manufacturer of commercial door hardware and security solutions. This comprehensive guide will help distributors efficiently manage product returns and claims to ensure optimal customer service and security compliance.
Introduction
As a Falcon Lock distributor, managing returns and warranty claims effectively is crucial for maintaining customer satisfaction and business efficiency. Understanding the proper procedures ensures smooth processing and timely resolution of all claims and returns.
Types of Returns/Claims Available
Limited Warranty Claims
Falcon Lock provides warranty coverage for their products, including:
- Mechanical locks and hardware
- Key systems
- Door closers
- Exit devices
- Cylinders and keys
- Electronic access control products
Defective Product Returns
For products exhibiting mechanical defects or failing to meet specifications, Falcon Lock 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
- Photos of defects or damage
- Installation documentation
- Key codes and system information
- Maintenance records
Eligibility Verification
Before proceeding, verify:
- The product is within warranty period
- Proper installation procedures followed
- No unauthorized modifications
- Regular maintenance performed
- Usage meets specifications
- Environmental conditions appropriate
Product Condition Requirements
For returns, ensure:
- Products are complete with all parts
- No additional damage present
- Original packaging when possible
- Keys and cylinders properly labeled
- Clear identification markings
- Proper protection during shipping
The Claims/Returns Process
- Document the issue thoroughly
- Contact Falcon Lock 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 product records
- Document installation conditions
- Keep organized key records
- Follow proper handling procedures
- Track all customer communications
- Store products securely
Common Pitfalls to Avoid
- Incomplete documentation submission
- Missing key system information
- Improper packaging methods
- Unlabeled keys or cylinders
- Delayed claim reporting
- Insufficient problem description
Tips for Expedited Processing
- Submit complete documentation initially
- Include clear, detailed photos
- Use recommended shipping methods
- Follow up systematically
- Keep organized records
- Maintain open communication
Conclusion
Effective management of returns and warranty claims strengthens relationships with both Falcon Lock and your customers. Following these guidelines ensures efficient processing and resolution of all claims.
For access to Falcon Lock'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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