Von Duprin, an Allegion company and leader in exit devices and door hardware, maintains high standards for their life safety products while ensuring efficient handling of returns and claims. This comprehensive guide will help distributors navigate Von Duprin's returns and claims processes effectively while maintaining product integrity and safety compliance.
Types of Returns and Claims Available
Warranty Claims
Von Duprin provides warranty coverage including:
- Limited lifetime mechanical warranty
- 3-year electrical warranty
- Finish warranty (excludes oil-rubbed bronze)
- Exit device warranty
- Electronic trim warranty
- Power supply warranty
- Mechanical parts guarantee
Safety-Related Returns
For products with potential safety concerns:
- Exit device operation issues
- Fire rating compliance
- Dogging functionality
- Mounting problems
- Electronic release failures
- Security integration issues
- Emergency function concerns
Installation-Related Claims
Von Duprin addresses:
- Fit and alignment issues
- Door prep problems
- Compatibility concerns
- Integration challenges
- Hardware conflicts
- Template matching issues
- Power supply compatibility
Damaged Goods Claims
For products damaged during shipping:
- Must be reported within 48 hours
- Requires immediate inspection
- Photo documentation required
- Packaging integrity verification
- Finish condition assessment
Before Filing a Claim/Return
Required Documentation
- Model numbers
- Date codes
- Installation date
- Door specifications
- Fire rating requirements
- Application details
- Mounting details
- Operating conditions
- Maintenance records
- Test results
- Installation photos
- Hardware schedules
Eligibility Verification
Before initiating a return:
- Check warranty status
- Verify proper application
- Review installation details
- Confirm door compatibility
- Check maintenance records
- Verify fire rating requirements
- Review environmental conditions
- Check certification compliance
Product Condition Requirements
Returns must meet these conditions:
- Original packaging when possible
- All components included
- No unauthorized modifications
- Clean and properly protected
- Safety features intact
- Finish protected
- Proper packaging for transport
- Documentation complete
The Claims/Returns Process
Initial Assessment
- Document hardware issues
- Gather installation data
- Contact technical support
- Review application details
- Check compliance requirements
Return Authorization
- Submit required documentation
- Obtain RMA number
- Receive handling instructions
- Arrange proper transport
- Schedule pickup/delivery
Product Return Preparation
- Remove from door properly
- Package according to guidelines
- Prepare shipping documents
- Label correctly
- Protect finish and components
Claim Processing
- Technical evaluation
- Safety compliance check
- Performance testing
- Application review
- Resolution implementation
Best Practices for Distributors
- Maintain detailed installation records
- Document door preparations
- Regular maintenance tracking
- Train staff on proper handling
- Keep templates current
- Monitor product performance
- Regular technical training
- Maintain testing equipment
- Proper storage practices
Common Pitfalls to Avoid
- Incomplete documentation
- Missing installation records
- Improper removal techniques
- Poor packaging protection
- Late reporting of issues
- Unauthorized modifications
- Inadequate testing
- Incorrect application data
Tips for Expedited Processing
- Use Von Duprin's online portal
- Complete documentation upfront
- Include clear photos
- Follow handling guidelines
- Maintain organized records
- Quick response to inquiries
- Regular portal updates
- Keep technical data current
Conclusion
Managing Von Duprin returns and claims requires attention to technical detail, proper documentation, and adherence to life safety standards. Following these guidelines helps ensure efficient processing while maintaining product integrity and safety compliance.
For immediate access to Von Duprin'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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