PDQ Manufacturing is a leading manufacturer of high-quality commercial door hardware, including exit devices, locks, door closers, and electronic access control solutions. This comprehensive guide will help distributors efficiently manage product returns and claims to ensure optimal customer service and business profitability.
Introduction
As a PDQ Manufacturing distributor, managing returns and warranty claims effectively is crucial for maintaining customer satisfaction and business efficiency. Commercial door hardware represents a significant investment for building owners and contractors, and proper handling of product issues ensures minimal disruption to end-users' security and building operations. Understanding PDQ's procedures ensures smooth processing and timely resolution of all claims and returns while strengthening your partnership with PDQ Manufacturing and maintaining your reputation in the door hardware industry.
Types of Returns/Claims Available
Limited Warranty Claims
PDQ Manufacturing provides warranty coverage for their products, including:
- Exit devices and panic hardware
- Commercial locks and cylinders
- Door closers and operators
- Electronic access control products
- Trim and architectural door hardware
- Detention hardware solutions
- Key systems and master keying products
Standard warranty periods typically cover mechanical products for 3-5 years from the date of installation, with electronic components generally covered for 1-3 years. PDQ's limited warranty covers defects in materials and workmanship under normal use and service conditions.
Lifetime Mechanical Warranty
For select premium product lines, PDQ offers a limited lifetime mechanical warranty, covering the mechanical components of door hardware for the life of the building where originally installed.
Defective Product Returns
For products exhibiting manufacturing defects or failing to meet performance specifications, PDQ 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).
Customer Satisfaction Returns
For unused products in original packaging, PDQ may accept returns subject to restocking fees (typically 25-30%) when returned within 30 days of purchase. Custom finishes, specially keyed products, or modified hardware may not be eligible for return under this program.
Key Control Security Returns
Due to security considerations, specially keyed products or restricted keyways are generally non-returnable unless through special arrangement and verification with PDQ's security department.
Before Filing a Claim/Return
Required Documentation
Gather these essential items:
- Original purchase order and invoice
- PDQ order confirmation number
- Product model numbers and finish codes
- Installation date and location information
- Detailed description of the issue or failure
- Photos of defects or damage
- Door usage conditions and environment
- Maintenance records (if applicable)
- Original warranty registration information
- Building occupancy type and door usage level
Eligibility Verification
Before proceeding, verify:
- The product is within warranty period
- Proper installation procedures were followed
- Hardware was installed by qualified personnel
- No unauthorized modifications made to the product
- Door preparation and dimensions meet specifications
- Environmental conditions within product tolerances
- Proper maintenance has been performed
- Compatible components were used together
- Product used in appropriate application and door type
- Finish is appropriate for environmental conditions
Product Condition Requirements
For returns, ensure:
- Products are clean and free of excessive paint or debris
- All components and fasteners are included
- Original product markings and labels are intact
- Evidence of defect or failure is preserved
- No additional damage beyond reported issue
- Proper packaging to prevent transit damage
- Return authorization information clearly visible
- Key cylinders are returned with keys (if applicable)
- No signs of abuse, misuse, or vandalism
- Electronic components protected from static discharge
The Claims/Returns Process
- Document the issue thoroughly with photos and detailed descriptions
- Contact PDQ Manufacturing customer service at 1-800-441-9692
- Complete the Return Goods Authorization (RGA) request form with all required information
- Submit all required documentation to pdqcustomerservice@pdqlocks.com
- Receive claim evaluation and Return Goods Authorization (RGA) number
- Package product according to PDQ guidelines
- Include all required documentation with RGA number clearly marked
- Ship to designated PDQ Manufacturing facility using specified carrier
For critical security situations, PDQ may expedite:
- Technical support for troubleshooting
- Priority replacement shipping
- Field support for complex installations
Best Practices for Distributors
- Maintain detailed records of door hardware specifications and keying systems
- Document installation conditions and door types at time of sale
- Perform initial inspection of all hardware before installation
- Take clear photographs showing defects or damage
- Verify proper door preparation and installation compliance
- Build relationships with PDQ technical representatives
- Train team members on proper documentation procedures
- Create a dedicated process for handling warranty parts
- Understand door hardware compatibility and applications
- Keep detailed records of all correspondence related to claims
Common Pitfalls to Avoid
- Incomplete documentation of product information and finish codes
- Failing to check for installation-related issues (improper door prep)
- Returning parts with obvious misuse or abuse damage
- Submitting claims without proper inspection and diagnosis
- Missing critical information about door usage and traffic volume
- Not involving PDQ technical support for complex issues
- Overlooking improper application vs. actual product defects
- Insufficient packaging causing additional damage during return shipping
- Attempting product modifications or repairs without authorization
- Installing incompatible hardware combinations
Tips for Expedited Processing
- Use the standardized PDQ RGA form for all submissions
- Include complete model numbers and finish codes exactly as shown on product
- Provide detailed failure description with specific symptoms
- Submit clear, focused photos of defects and product markings
- Include all relevant door information and installation details
- 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)
- Prepare detailed explanation of how hardware is failing to function
Conclusion
Effective management of returns and warranty claims strengthens relationships with both PDQ Manufacturing 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 security hardware.
For access to PDQ Manufacturing'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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