ICP Commercial, part of Carrier, is a leading manufacturer of HVAC equipment, offering commercial and light commercial heating, ventilation, and air conditioning systems through its portfolio of brands including Tempstar, Arcoaire, Comfortmaker, and Heil. As a division of Carrier, a leading global provider of innovative HVAC, refrigeration, fire, security and building automation technologies, ICP Commercial benefits from extensive industry expertise and resources. This comprehensive guide will help dealers efficiently manage product returns and claims to ensure optimal customer service and business profitability.
Introduction
As an ICP Commercial dealer, managing returns and warranty claims effectively is crucial for maintaining customer satisfaction and business efficiency. HVAC equipment represents a significant investment for commercial building owners and operators, and proper handling of product issues ensures minimal disruption to end-users' operations. Understanding ICP Commercial's procedures ensures smooth processing and timely resolution of all claims and returns while strengthening your partnership with ICP Commercial and maintaining your reputation in the HVAC industry.
Types of Returns/Claims Available
Limited Warranty Claims
ICP Commercial provides comprehensive warranty coverage for their products, including:
- Commercial packaged rooftop units
- Commercial split systems
- Air handlers and fan coils
- Heat pumps
- Gas furnaces
- Air conditioning units
- Controls and accessories
- Parts and components
Standard warranty periods typically cover parts for 1-5 years from the date of installation, with specific coverage varying by product line. Labor warranties are typically available for the first year when installed by authorized dealers.
No Hassle Replacement Limited Warranty
For select premium equipment lines, ICP Commercial offers an enhanced warranty program that provides whole-unit replacement during specific coverage periods if critical components such as compressors or heat exchangers fail.
Defective Product Returns
For products exhibiting manufacturing defects or failing to meet performance specifications, ICP Commercial 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, dealers can file freight damage claims, which require specific documentation and prompt reporting within the carrier's timeframe (typically within 5 business days of receipt).
DOA (Dead on Arrival) Program
ICP Commercial offers expedited processing for units that fail upon initial startup or within the first few days of operation, minimizing downtime for customers and reducing installation complications.
Parts Return Program
For warranty-replaced parts, ICP Commercial has specific return requirements to ensure proper analysis and quality improvement, with different procedures based on part type and failure mode.
Before Filing a Claim/Return
Required Documentation
Gather these essential items:
- Original purchase order and invoice
- ICP Commercial order confirmation number
- Product model and serial numbers
- Installation date and startup documentation
- Detailed description of the issue or failure
- Error codes displayed on equipment
- Photos of defects or damage
- System performance measurements
- Maintenance records (if applicable)
- Original warranty registration information
- Refrigerant handling documentation (if applicable)
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
- Duct system properly sized and installed
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)
- Refrigerant handling documentation completed
- Electronic components protected from static discharge
The Claims/Returns Process
- Document the issue thoroughly with photos and diagnostic data
- Access the ICP Dealer Portal or contact technical support at 1-800-228-7900
- Complete the warranty claim form with all required information
- Submit all required documentation through the dealer portal
- Receive claim approval and return authorization
- Package part or product according to ICP Commercial guidelines
- Include all required documentation with claim number clearly marked
- Ship to designated ICP Commercial facility or hold for warranty credit
For emergency situations, ICP Commercial offers:
- 24/7 technical support for urgent issues
- Expedited parts shipping options
- Field technical support for complex diagnostics
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 ICP Commercial technical representatives
- Train team members on proper documentation procedures
- Create a dedicated process for handling warranty parts
- Understand system design specifications and application limitations
- Keep detailed records of all correspondence related to claims
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 ICP Commercial technical support early in problem diagnosis
- Overlooking maintenance issues vs. actual product defects
- Insufficient packaging causing additional damage during return shipping
- Improper refrigerant handling and documentation
- Mixing multiple unit issues into a single claim
Tips for Expedited Processing
- Use the online ICP dealer portal for claim submissions
- Include complete model and serial information exactly as shown on unit
- Provide detailed failure description with specific error codes
- 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
- Categorize issues correctly (warranty vs. damage vs. installation)
- Prepare complete documentation packages before initiating claims
- Use ICP Commercial's technical resources for troubleshooting
Conclusion
Effective management of returns and warranty claims strengthens relationships with both ICP Commercial 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 HVAC systems.
For access to ICP Commercial's portal click here. As part of Carrier, ICP Commercial maintains high standards for product quality and customer service, leveraging Carrier's global expertise in HVAC technologies.
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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