Turck is a leading manufacturer of industrial automation products, including sensors, connectivity solutions, fieldbus technology, RFID systems, and human-machine interfaces. This comprehensive guide will help distributors efficiently manage product returns and claims to ensure optimal customer service and business profitability.
Introduction
As a Turck distributor, managing returns and warranty claims effectively is crucial for maintaining customer satisfaction and business efficiency. Industrial automation components represent critical elements in manufacturing and production environments, and proper handling of product issues ensures minimal disruption to end-users' operations. Understanding Turck's procedures ensures smooth processing and timely resolution of all claims and returns while strengthening your partnership with Turck and maintaining your reputation in the automation industry.
Types of Returns/Claims Available
Limited Warranty Claims
Turck provides warranty coverage for their products, including:
- Proximity sensors
- Photoelectric sensors
- Inductive sensors
- Ultrasonic sensors
- Connectivity solutions
- Fieldbus technology
- RFID systems
- Human-machine interfaces
- Flow, pressure, and temperature sensors
- Hazardous area equipment
Turck's standard warranty typically covers manufacturing defects in materials and workmanship for 18 months from the date of shipment or 12 months from installation, whichever comes first. This warranty ensures products will perform according to published specifications under proper use and installation.
Advanced Replacement Program
For critical automation applications, Turck offers an advanced replacement service where replacement products are shipped before the return of suspected defective units, minimizing production downtime.
Defective Product Returns
For products exhibiting manufacturing defects or failing to meet performance specifications, Turck 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, 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).
Technical Evaluation Returns
For situations where products are not performing as expected in specific applications, Turck offers technical evaluation services to determine whether the issue is application-related or a product defect.
Custom Product Returns
For custom-engineered or specially configured products, Turck has specific evaluation processes that consider the unique nature of these items when addressing performance or quality issues.
Before Filing a Claim/Return
Required Documentation
Gather these essential items:
- Original purchase order and invoice
- Turck order confirmation number
- Product model numbers and serial numbers
- Installation date and configuration details
- Detailed description of the issue or failure
- Error messages or fault indications
- Photos of defects or damage
- Application details and environmental conditions
- Wiring diagrams or connection schematics
- Maintenance records (if applicable)
- Original warranty registration information
Eligibility Verification
Before proceeding, verify:
- The product is within warranty period
- Proper installation procedures were followed
- System was installed according to Turck specifications
- No unauthorized modifications made to the product
- Operating parameters within product specifications
- Environmental conditions within product tolerances
- Proper power supply and voltage applied
- Correct wiring and connections verified
- Compatible accessories and components used
- Product used in appropriate application
- Protection from environmental factors verified
Product Condition Requirements
For returns, ensure:
- Products are clean and free of excessive debris
- 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
- Connectors and terminals protected
- No unauthorized repair attempts evident
- Proper electrostatic discharge (ESD) protection used
The Claims/Returns Process
- Document the issue thoroughly with photos and detailed descriptions
- Contact Turck customer service at 1-800-544-7769
- Work with technical support for troubleshooting if required
- Complete the RMA request form with all required information
- Submit all required documentation to returns@turck.com
- Receive claim evaluation and Return Material Authorization (RMA) number
- Package product according to Turck guidelines
- Include all required documentation with RMA number clearly marked
- Ship to designated Turck facility using specified carrier
For urgent production situations, Turck may offer:
- Priority technical support
- Expedited shipping options
- Application engineering support
- On-site technical assistance (in select cases)
Best Practices for Distributors
- Maintain detailed records of product specifications and applications
- Document installation configurations and parameters
- Perform thorough diagnostics before filing claims
- Take photographs showing installation conditions and failures
- Verify power supply and signal integrity before claiming sensor issues
- Build relationships with Turck technical representatives
- Train team members on proper documentation procedures
- Create a dedicated process for handling warranty parts
- Understand sensor application limitations and specifications
- Keep detailed records of all correspondence related to claims
- Verify environmental conditions against product specifications
Common Pitfalls to Avoid
- Incomplete documentation of product information and model numbers
- Failing to check for application-related issues (incorrect sensing range)
- Returning parts with obvious misuse damage
- Submitting claims without proper troubleshooting
- Missing critical information about application environment
- Not involving Turck technical support early in problem diagnosis
- Overlooking wiring or configuration issues vs. actual product defects
- Insufficient packaging causing additional damage during return shipping
- Attempting repairs without authorization
- Exposing electronic components to ESD during handling
Tips for Expedited Processing
- Use the standardized Turck RMA 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 labels
- Include all relevant application information and environmental 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)
- Prepare complete wiring diagrams showing how product was connected
- Be prepared to provide application parameters and settings
Conclusion
Effective management of returns and warranty claims strengthens relationships with both Turck 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 automation components.
For access to Turck'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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