Watts Water Technologies is a leading manufacturer of plumbing, heating, and water quality solutions. This comprehensive guide will help distributors efficiently manage product returns and claims to ensure optimal customer service and system reliability.
Introduction
As a Watts Water Technologies 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
Watts provides warranty coverage for their products, including:
- Backflow preventers
- Water pressure regulators
- Water safety devices
- Water quality solutions
- Control valves
- Heating and hot water products
Defective Product Returns
For products exhibiting performance issues or manufacturing defects, Watts 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 serial numbers
- Detailed description of the issue
- Installation documentation
- Maintenance records
- Testing certificates (if applicable)
- Photos of damage or defects
Eligibility Verification
Before proceeding, verify:
- The product is within warranty period
- Proper installation procedures followed
- Maintenance requirements met
- No unauthorized modifications
- Operating conditions meet specifications
- Required testing completed
Product Condition Requirements
For returns, ensure:
- Products are clean and dry
- All components included
- Original packaging when possible
- Protection from damage
- Clear identification markings
- Proper handling procedures followed
The Claims/Returns Process
- Document the issue thoroughly
- Contact Watts 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 installation records
- Document system parameters
- Follow proper testing procedures
- Use appropriate tools
- Track all customer communications
- Keep certification records current
Common Pitfalls to Avoid
- Incomplete documentation submission
- Missing test results
- Improper packaging methods
- Insufficient problem description
- Late submission of warranty claims
- Inadequate cleaning before return
Tips for Expedited Processing
- Provide detailed information upfront
- Include all required certificates
- 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 Watts Water Technologies and your customers. Following these guidelines ensures efficient processing and resolution of all claims.
For access to Watts Water Technologies' 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.