TESA is a leading manufacturer of security solutions and door hardware for commercial and institutional applications. This comprehensive guide will help distributors efficiently manage product returns and claims to ensure optimal customer service and project satisfaction.
Introduction
As a TESA distributor, managing returns and warranty claims effectively is crucial for maintaining customer satisfaction and business efficiency. Understanding the proper procedures ensures smooth processing and timely resolution of all claims and returns.
Types of Returns/Claims Available
Limited Warranty Claims
TESA provides warranty coverage for their door hardware products, including:
- Mechanical locks and cylinders
- Electronic access control systems
- Door closers and exit devices
- Panic hardware
- Master key systems
- Architectural hardware
Defective Product Returns
For products exhibiting manufacturing defects or performance issues, TESA 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.
Before Filing a Claim/Return
Required Documentation
Gather these essential items:
- Original purchase order and date
- Product model and part numbers
- Detailed description of the issue
- Photos of defects or damage
- Installation documentation
- Key codes (if applicable)
- Finish information
Eligibility Verification
Before proceeding, verify:
- The product is within warranty period
- Proper installation procedures followed
- No unauthorized modifications
- Appropriate door/frame preparation
- Usage meets specifications
- Environmental conditions appropriate
Product Condition Requirements
For returns, ensure:
- Products are properly cleaned
- All components included
- Original packaging when possible
- Protection from damage
- Clear identification markings
- Keys and codes properly labeled
The Claims/Returns Process
- Document the issue thoroughly
- Contact TESA technical support
- Obtain Return Material Authorization (RMA)
- Complete required documentation
- Package products according to guidelines
- Ship to designated location
- Track claim status
Best Practices for Distributors
- Maintain detailed product records
- Document installation conditions
- Keep organized hardware schedules
- Follow proper handling procedures
- Track all customer communications
- Verify door usage classifications
Common Pitfalls to Avoid
- Incomplete documentation submission
- Missing installation details
- Improper packaging methods
- Insufficient problem description
- Late submission of warranty claims
- Inadequate protection of finishes
Tips for Expedited Processing
- Provide detailed information upfront
- Include clear, detailed photos
- Follow proper RMA procedures
- Use recommended shipping methods
- Maintain organized documentation
- Keep communication channels open
Conclusion
Effective management of returns and warranty claims strengthens relationships with both TESA and your customers. Following these guidelines ensures efficient processing and resolution of all claims.
For access to TESA'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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