Falk Corporation, now part of Rexnord Industries, is a leading manufacturer of industrial power transmission equipment, including gear drives, couplings, and mechanical power transmission components. This comprehensive guide will help distributors efficiently manage product returns and claims to ensure optimal customer service and business profitability.
Introduction
As a Falk Corporation distributor, managing returns and warranty claims effectively is crucial for maintaining customer satisfaction and business efficiency. Power transmission equipment represents significant investments for industrial facilities, and proper handling of product issues ensures minimal disruption to end-users' operations. Understanding Falk's procedures ensures smooth processing and timely resolution of all claims and returns while strengthening your partnership with Falk Corporation and maintaining your reputation in the industrial supply and components industry.
Types of Returns/Claims Available
Limited Warranty Claims
Falk Corporation provides warranty coverage for their products, including:
- Gear drives and reducers
- Grid and gear couplings
- Fluid couplings
- Airflex clutches and brakes
- Steelflex couplings
- Enclosed gear drives
- Shaft-mounted reducers
- Falk True Torque backstops
Standard warranty periods typically cover products for 12-36 months from the date of shipment, with specific coverage details varying by product line. Falk's limited warranty covers defects in materials and workmanship under normal use and service conditions.
Extended Warranty Programs
For select power transmission products, Falk offers extended warranty options when installation is performed by Falk-certified technicians and when customers participate in regular preventive maintenance programs.
Defective Product Returns
For products exhibiting manufacturing defects or failing to meet performance specifications, Falk maintains a structured return process for evaluation and replacement 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).
Repair and Rebuild Program
Beyond standard warranty service, Falk offers comprehensive repair and rebuild services for out-of-warranty gear drives and power transmission components through their authorized service centers.
Misshipment Returns
For incorrect products shipped due to Falk's error, return shipping is covered and expedited replacement is typically provided without additional charge.
Before Filing a Claim/Return
Required Documentation
Gather these essential items:
- Original purchase order and invoice
- Falk order confirmation number
- Product model numbers and serial numbers
- Installation date and commissioning records
- Detailed description of the issue or failure
- Photos of defects or damage
- Operating conditions at time of failure
- Application details and operational parameters
- Maintenance records and lubrication history
- Original warranty registration information
- Operating hours and load characteristics
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 equipment
- Operating parameters within product specifications
- Lubrication maintenance performed according to schedule
- Proper alignment and mounting procedures followed
- Correct loading conditions maintained
- Environmental conditions within product tolerances
- Secondary systems (cooling, lubrication) properly maintained
Product Condition Requirements
For returns, ensure:
- Components are cleaned of excessive grease and debris
- All components and accessories are included
- Original nameplates and serial numbers are intact
- Evidence of failure is preserved
- No additional damage beyond reported issue
- Proper packaging to prevent transit damage
- Return authorization information clearly visible
- Oil samples taken (if applicable)
- Parts are properly drained of lubricants
- Failed components preserved for analysis
The Claims/Returns Process
- Document the issue thoroughly with photos and detailed descriptions
- Contact Falk Corporation customer service at 1-866-REXNORD
- Complete the Return Material Authorization (RMA) request form with all required information
- Submit all required documentation as directed by customer service
- Receive claim evaluation and Return Material Authorization (RMA) number
- Package product according to Falk guidelines
- Include all required documentation with RMA number clearly marked
- Ship to designated Falk Corporation facility using specified carrier
For critical production equipment, Falk may offer:
- 24/7 emergency technical support
- Field service engineering support
- Priority repair services
- Loaner equipment when available
Best Practices for Distributors
- Maintain detailed records of equipment specifications and applications
- Document installation conditions and procedures
- Perform initial inspection of all products upon receipt
- Take clear photographs showing defects or damage
- Verify proper equipment selection for customer applications
- Build relationships with Falk technical representatives
- Train team members on proper documentation procedures
- Create a dedicated process for handling warranty parts
- Understand gear drive specifications and limitations
- Keep detailed records of all correspondence related to claims
- Maintain knowledge of proper lubrication requirements
Common Pitfalls to Avoid
- Incomplete documentation of product information and serial numbers
- Failing to check for installation-related issues (improper alignment)
- Returning equipment with obvious abuse or misuse damage
- Submitting claims without proper inspection and diagnosis
- Missing critical information about application and loading
- Not involving Falk technical support for complex issues
- Overlooking maintenance requirements vs. actual product defects
- Insufficient packaging causing additional damage during return shipping
- Attempting unauthorized repairs or modifications
- Neglecting lubrication analysis for gear drive failures
Tips for Expedited Processing
- Use the standardized Falk RMA form for all submissions
- Include complete model and serial numbers exactly as shown on nameplate
- Provide detailed failure description with specific symptoms
- Submit clear, focused photos of defects and nameplates
- 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)
- Provide oil sample analysis results when applicable
- Document operating history with clear timeline
Conclusion
Effective management of returns and warranty claims strengthens relationships with both Falk Corporation 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 power transmission equipment.
For access to Falk Corporation'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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