WAGO is a leading global manufacturer of electrical interconnection products and automation technology, including spring pressure connection technology, terminal blocks, electronic components, and automation solutions. This comprehensive guide will help distributors efficiently manage product returns and claims to ensure optimal customer service and business profitability.
Introduction
As a WAGO distributor, managing returns and warranty claims effectively is crucial for maintaining customer satisfaction and business efficiency. Electrical connection and automation components represent critical elements in industrial control systems, and proper handling of product issues ensures minimal disruption to end-users' operations. Understanding WAGO's procedures ensures smooth processing and timely resolution of all claims and returns while strengthening your partnership with WAGO and maintaining your reputation in the automation industry.
Types of Returns/Claims Available
Limited Warranty Claims
WAGO provides warranty coverage for their products, including:
- Terminal blocks and connection systems
- PCB terminal blocks and connectors
- Automation components and controllers
- Interface modules
- Power supplies
- Relays and optocouplers
- Sensor/actuator connectors
- Industrial Ethernet components
WAGO's standard warranty typically covers manufacturing defects in materials and workmanship for 24 months from the date of shipment. For automation components and controllers, extended warranty options may be available through authorized system integrators or with service agreements.
Defective Product Returns
For products exhibiting manufacturing defects or failing to meet performance specifications, WAGO 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 Program
For products experiencing performance issues in specific applications, WAGO offers a technical evaluation service to determine whether the issue is application-related or a product defect, with detailed analysis reports provided to distributors.
Product Upgrade and Exchange Program
For certain automation components and controllers, WAGO may offer upgrade paths when newer versions are available, with specific return procedures for legacy equipment.
Custom Configuration Returns
For pre-configured automation systems or custom assemblies, WAGO 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
- WAGO order confirmation number
- Product item numbers and batch codes
- Installation date and configuration details
- Detailed description of the issue or failure
- Error messages or diagnostic codes
- Photos of defects or damage
- Application details and environmental conditions
- Wiring diagrams or electrical schematics
- Firmware/software versions (for automation components)
- Original warranty registration information
- Technical support case numbers (if applicable)
Eligibility Verification
Before proceeding, verify:
- The product is within warranty period
- Proper installation procedures were followed
- System was installed according to WAGO 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 components and accessories used
- Product used in appropriate application
- Firmware is up to date (for automation components)
Product Condition Requirements
For returns, ensure:
- Products are clean and free of excessive debris
- All components and accessories are included
- Original product markings and batch codes are intact
- Evidence of failure is preserved
- No additional damage beyond reported issue
- Proper packaging to prevent transit damage
- Return authorization information clearly visible
- No unauthorized repair attempts evident
- Terminal connections are not damaged
- Electronic components protected from static discharge
- Configuration data backed up (for programmable devices)
The Claims/Returns Process
- Document the issue thoroughly with photos and detailed descriptions
- Contact WAGO technical support at 1-800-DIN-RAIL (346-7245)
- Work with technical support for troubleshooting if required
- Complete the RMA request form with all required information
- Submit all required documentation to returns@wago.com
- Receive claim evaluation and Return Material Authorization (RMA) number
- Package product according to WAGO guidelines
- Include all required documentation with RMA number clearly marked
- Ship to designated WAGO facility using specified carrier
For critical automation applications, WAGO may offer:
- Priority technical support
- Advanced replacement options
- Application engineering support
- Field 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 issues
- Build relationships with WAGO technical representatives
- Train team members on proper documentation procedures
- Create a dedicated process for handling warranty parts
- Understand connection technology specifications and limitations
- Keep detailed records of all correspondence related to claims
- Verify environmental conditions against product specifications
- Maintain knowledge of proper installation techniques
Common Pitfalls to Avoid
- Incomplete documentation of product information and batch codes
- Failing to check for application-related issues (incorrect wiring)
- Returning parts with obvious misuse damage
- Submitting claims without proper troubleshooting
- Missing critical information about application environment
- Not involving WAGO 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
- Not backing up configuration data before returning programmable devices
- Mixing different types of returns in a single RMA
Tips for Expedited Processing
- Use the standardized WAGO RMA form for all submissions
- Include complete item numbers and batch codes 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
- Include configuration files or program backup when applicable
- Separate electronics from terminal blocks or mechanical components in claims
Conclusion
Effective management of returns and warranty claims strengthens relationships with both WAGO 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 and connection components.
For access to WAGO'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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