Managing SARGENT Product Returns and Claims: A Guide for Distributors

SARGENT, an ASSA ABLOY Group brand and leading manufacturer of architectural door hardware, maintains strict quality standards for their products. Understanding their returns and claims processes is crucial for distributors to efficiently manage customer service issues. This comprehensive guide will walk you through the key aspects of handling SARGENT product returns and claims. 

Types of Returns and Claims Available 

Warranty Claims 

SARGENT provides warranty coverage that varies by product type: 

• Mechanical door hardware: Limited lifetime warranty 
• Electronic access control products: 2-3 years 
• Exit devices: Limited lifetime mechanical, 3 years electrical 
• Door closers: Limited lifetime mechanical 
• Cylinders and keys: 3-year limited warranty 

Defective Product Returns 

For products that exhibit defects during installation or initial use, SARGENT offers: 

• 30-day DOA (Dead On Arrival) replacement 
• Technical support evaluation 
• Expedited processing for critical security hardware 

Order Error Returns 

SARGENT accepts returns for: 

• Incorrect product shipments 
• Over-shipments 
• Duplicate orders Must be reported within 30 days of receipt

Damaged Goods Claims 

For products damaged during shipping: 

• Claims must be filed within 5 business days 
• Visible damage must be noted on delivery receipt 
• Photos required for claim processing

Before Filing a Claim or Return 

Required Documentation 

• Original purchase order number 
• Product model and serial numbers 
• Original invoice number 
• Detailed description of issue 
• Installation date (for warranty claims) 
• Door usage frequency and environment 
• Photos of damaged/defective products 
• Completed RMA (Return Material Authorization) form

Before initiating a return: 

• Verify warranty status 
• Check product date code 
• Confirm authorized purchase channel 
• Verify proper installation 
• Ensure product hasn't been modified 
• Check maintenance records 
• Confirm issue is covered under warranty 

Product Condition Requirements 

Returns must meet these conditions: 

• Original packaging when possible 
• All components included 
• No unauthorized modifications 
• Clean and free of damage beyond reported issue 
• Keys and cylinders properly tagged 
• Master key information included if applicable 
• Proper protective packaging for shipping

The Claims and Returns Process 

Initial Assessment  

• Document the issue 
• Gather required information 
• Contact SARGENT technical support if needed 
• Verify warranty coverage 

RMA Request  

• Submit documentation through portal 
• Provide detailed description 
• Include all required photos 
• Receive RMA number 

Product Return  

• Package product securely 
• Include all documentation 
• Mark RMA number clearly 
• Ship to designated facility 

Claim Processing  

• Technical evaluation 
• Warranty verification 
• Credit or replacement processing 
• Communication of resolution

Best Practices for Distributors 

• Maintain detailed installation records 
• Document all door preparation measurements 
• Keep photos of completed installations 
• Register warranties promptly 
• Train staff on proper hardware installation 
• Keep master key records secure 
• Document all troubleshooting steps 
• Maintain regular communication with customers 

Common Pitfalls to Avoid 

• Returning products without RMA 
• Incomplete documentation 
• Improper door preparation 
• Missing master key information 
• Incorrect product application 
• Poor packaging for return shipping 
• Late reporting of shipping damage 
• Unauthorized modifications 

Tips for Expedited Processing 

• Use online portal when available 
• Provide comprehensive documentation initially 
• Include clear, detailed photos 
• Reference RMA on all communications 
• Follow shipping guidelines precisely 
• Respond promptly to information requests 
• Keep master key records organized 

Conclusion 

Effective management of SARGENT returns and claims requires attention to detail and proper documentation. Following these guidelines will help ensure smooth processing and maintain strong relationships with both SARGENT and your customers. 

For immediate access to SARGENT'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.