National Guard Products (NGP) is a leading manufacturer of door gasketing, thresholds, door hardware, and weatherstripping solutions for commercial and architectural applications. This comprehensive guide will help distributors efficiently manage product returns and claims to ensure optimal customer service and business profitability.
Introduction
As a National Guard Products distributor, managing returns and warranty claims effectively is crucial for maintaining customer satisfaction and business efficiency. Door gasketing, thresholds, and weatherstripping are critical components for sound, fire, and smoke control in commercial buildings. Understanding NGP's procedures ensures smooth processing and timely resolution of all claims and returns while strengthening your partnership with National Guard Products and maintaining your reputation in the door hardware industry.
Types of Returns/Claims Available
Limited Warranty Claims
National Guard Products provides warranty coverage for their door hardware products, including:
- Door gasketing systems
- Thresholds and saddles
- Fire and smoke seals
- Weatherstripping
- Door sweeps and bottom seals
- Astragals
- Lites and louvers
- Custom fabricated products
Custom Product Considerations
National Guard Products manufactures many custom and made-to-order items with special considerations for warranty and return claims that may differ from standard catalog items.
Defective Product Returns
For products exhibiting manufacturing defects or failing to meet performance specifications, NGP 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 within the carrier's timeframe.
Misship Returns
NGP accepts returns for products that were incorrectly shipped due to NGP error, with different documentation requirements than standard returns.
Before Filing a Claim/Return
Required Documentation
Gather these essential items:
- Original purchase order and invoice
- NGP order confirmation number
- Product catalog numbers and part codes
- Installation date and project details
- Detailed description of the issue or failure
- Photos of defects or damage
- Door specifications and fire rating details
- Field test results (if applicable)
- Building code compliance requirements
- Custom fabrication details (if applicable)
Eligibility Verification
Before proceeding, verify:
- The product is within warranty period
- Proper installation procedures were followed
- No unauthorized modifications made to the product
- Environmental conditions meet specifications
- Appropriate application for the product type
- Correct preparation of door or frame
- Products were properly stored prior to installation
- Fire-rated products were used in appropriate applications
Product Condition Requirements
For returns, ensure:
- Products are clean and free from excessive wear
- All components and accessories are included
- Original markings and labels are intact
- No additional damage beyond reported issue
- No unauthorized modifications or alterations
- Custom fabrication markings preserved
- Return authorization information clearly visible
- Proper packaging to prevent transit damage
The Claims/Returns Process
- Document the issue thoroughly with photos and application details
- Contact NGP customer service
- Complete the NGP RMA (Return Material Authorization) request form
- Submit all required documentation through appropriate channels
- Receive RMA number and return shipping instructions
- Package product according to NGP guidelines
- Include all required documentation with RMA clearly marked
- Ship to designated NGP facility
Best Practices for Distributors
- Maintain detailed records of product specifications and applications
- Document door types and fire ratings for each project
- Verify correct application for the specific door and frame
- Take photographs showing proper installation
- Confirm compatibility with fire and building codes
- Build relationships with NGP technical representatives
- Train team members on proper gasketing selection and installation
- Understand environmental factors affecting performance
Common Pitfalls to Avoid
- Incomplete documentation of door specifications
- Failing to check for proper door preparation
- Returning products with obvious installation damage
- Submitting claims without basic testing and troubleshooting
- Missing critical information about door operation
- Not involving NGP technical support early in problem diagnosis
- Overlooking environmental factors vs. actual product defects
- Improper packaging causing additional damage
Tips for Expedited Processing
- Use the standardized NGP RMA request process
- Include complete product identification information
- Provide detailed failure description with specific issues
- Submit clear, focused photos of defects and product installation
- Reference applicable building codes or regulations
- Include door schedule information when relevant
- Establish single point of contact for claim follow-up
- Reference original order numbers in all communications
- Clearly identify custom fabricated products
Conclusion
Effective management of returns and warranty claims strengthens relationships with both National Guard Products 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 door hardware applications.
For access to National Guard Products' 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.
Comments