Kitz Corporation is a leading global manufacturer of industrial valves, including ball valves, butterfly valves, gate valves, globe valves, and specialized flow control solutions for various industries. This comprehensive guide will help distributors efficiently manage product returns and claims to ensure optimal customer service and business profitability.
Introduction
As a Kitz Corporation distributor, managing returns and warranty claims effectively is crucial for maintaining customer satisfaction and business efficiency. Industrial valves represent critical components in fluid control systems, and proper handling of product issues ensures minimal disruption to end-users' operations. Understanding Kitz Corporation's procedures ensures smooth processing and timely resolution of all claims and returns while strengthening your partnership with Kitz and maintaining your reputation in the PVF (Pipe, Valve, and Fitting) industry.
Types of Returns/Claims Available
Limited Warranty Claims
Kitz Corporation provides warranty coverage for their products, including:
- Ball valves (brass, carbon steel, stainless steel)
- Butterfly valves
- Gate valves
- Globe valves
- Check valves
- Actuated valve systems
- Specialty valves
- Valve accessories and components
Kitz's standard warranty typically covers manufacturing defects in materials and workmanship for periods ranging from 12 to 18 months from shipment date or 12 months from installation, whichever occurs first. For certain specialized valve products, extended warranties may be available based on application and registration.
Defective Product Returns
For products exhibiting manufacturing defects or failing to meet performance specifications, Kitz maintains a structured return process for evaluation and replacement through their Return Goods Authorization (RGA) 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).
Material Test Report (MTR) Verification
For valves used in critical applications where material certification is crucial, Kitz offers a verification program to address any discrepancies between product specifications and material test reports.
Custom-Engineered Product Returns
For custom-engineered valves or special configurations, Kitz has specific evaluation procedures that consider the unique nature of these items when addressing performance or quality issues.
Technical Support Program
Beyond standard warranty service, Kitz offers technical support and failure analysis for valves experiencing issues in specific applications, helping to determine root causes and providing appropriate solutions.
Before Filing a Claim/Return
Required Documentation
Gather these essential items:
- Original purchase order and invoice
- Kitz order confirmation number
- Product model numbers and serial numbers
- Installation date and service history
- Detailed description of the issue or failure
- Photos of defects or damage
- Operating conditions at time of failure
- System pressure, temperature, and media information
- Testing and commissioning data
- Maintenance records (if applicable)
- Original warranty registration information
- Material Test Reports (if applicable)
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 product
- Operating parameters within product specifications
- Media compatibility with valve materials
- Environmental conditions within product tolerances
- Proper maintenance has been performed
- Correct valve class and pressure rating for the application
- Compatible components were used together
- Valve was installed in correct flow direction
Product Condition Requirements
For returns, ensure:
- Valves are clean and free of excessive process media
- All components and accessories are included
- Original product markings 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
- Valve ends properly protected
- No unauthorized repair attempts evident
- Hazardous material decontamination completed
- Safety data sheets provided for process media (if applicable)
The Claims/Returns Process
- Document the issue thoroughly with photos and detailed descriptions
- Contact Kitz Corporation customer service at 1-800-772-0073
- Complete the Return Goods Authorization (RGA) request form with all required information
- Submit all required documentation to customerservice@kitzus.com
- Receive claim evaluation and Return Goods Authorization (RGA) number
- Package product according to Kitz guidelines
- Include all required documentation with RGA number clearly marked
- Ship to designated Kitz Corporation facility using specified carrier
For critical application failures, Kitz may offer:
- Field technical evaluation
- Expedited replacement shipping
- Loaner valves for emergency situations
- On-site technical support for complex issues
Best Practices for Distributors
- Maintain detailed records of valve specifications and applications
- Document operating conditions and fluid properties at time of sale
- Perform initial inspection of all products upon receipt
- Take clear photographs showing defects or damage
- Verify proper valve selection for application requirements
- Build relationships with Kitz technical representatives
- Train team members on proper documentation procedures
- Create a dedicated process for handling warranty parts
- Understand valve pressure/temperature ratings and limitations
- Keep detailed records of all correspondence related to claims
- Verify material certifications match product requirements
- Maintain knowledge of proper valve installation requirements
Common Pitfalls to Avoid
- Incomplete documentation of product information and serial numbers
- Failing to check for installation-related issues
- Returning valves with obvious misuse damage
- Submitting claims without proper inspection and diagnosis
- Missing critical information about operating conditions
- Not involving Kitz technical support for complex issues
- Overlooking fluid compatibility issues vs. actual product defects
- Insufficient packaging causing additional damage during return shipping
- Attempting unauthorized repairs or modifications
- Improper cleaning causing contamination of valve internals
- Not properly decontaminating valves used with hazardous media
Tips for Expedited Processing
- Use the standardized Kitz RGA form for all submissions
- Include complete model and serial numbers exactly as shown on product
- Provide detailed failure description with specific symptoms
- Submit clear, focused photos of defects and product markings
- Include all relevant operating information and 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 detailed application information (pressure, temperature, media)
- Include any available test reports or certification documentation
- Properly clean and decontaminate valves before returning
Conclusion
Effective management of returns and warranty claims strengthens relationships with both Kitz 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 flow control components.
For access to Kitz Corporation's portal click here.
Did you know?
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