As a Kohler distributor, efficiently managing product returns and claims is essential for maintaining customer satisfaction and business profitability. This comprehensive guide will walk you through the key processes and best practices for handling returns and claims with Kohler.
Introduction
Kohler is renowned for its commitment to quality in plumbing fixtures and fittings. However, when product issues arise, having a clear understanding of the returns and claims processes ensures quick resolution and maintains strong relationships with both Kohler and your customers.
Types of Returns and Claims Available
Warranty Claims
Kohler offers robust warranty coverage across their product lines:
- Limited lifetime warranty on ceramic components
- Five-year limited warranty on mechanical parts
- One-year limited warranty on electronic components
- Labor coverage for specific certified installations
- Extended warranty claims for registered products
Defective Product Returns
For products that don't meet quality standards:
- Manufacturing defects
- Finish defects
- Performance issues
- Non-conforming specifications
- Electronic malfunctions
Customer Satisfaction Returns
Supporting customer satisfaction through:
- Style or finish preference changes
- Installation compatibility issues
- Performance expectations not met
- Size or configuration concerns
Damaged Goods Claims
For products damaged during transit:
- Visible shipping damage
- Concealed damage discovered during unpacking
- Packaging compromises
- Missing components or accessories
Before Filing a Claim or Return
Required Documentation
Gather these essential items:
- Product model number and SKU
- Original purchase date and proof of purchase
- Detailed description of the issue
- Installation date and installer information
- Customer information and complaint details
- Clear photos of damage or defects
- Original product registration information
Eligibility Verification
Before proceeding:
- Check warranty status and coverage period
- Verify product registration
- Confirm proper installation methods
- Review maintenance history
- Validate purchase through authorized channels
- Check product series status (current vs. discontinued)
Product Condition Requirements
Returns must meet these standards:
- Original packaging when possible
- All components included
- Clean and free from installation damage
- Protection for shipping
- Proper labeling with RMA number
- No unauthorized modifications
The Claims and Returns Process
Initial Assessment
- Inspect the product thoroughly
- Document all visible issues
- Consult technical documentation
- Contact technical support if needed
Claim Submission
- Access Kohler Pro portal
- Select the appropriate claim type
- Complete required documentation
- Upload supporting photos
- Submit claim for review
Authorization
- Receive Return Material Authorization (RMA)
- Review approved claim details
- Note special handling instructions
- Verify return shipping requirements
Product Return
- Package product securely
- Include all required documentation
- Apply shipping labels correctly
- Use an approved shipping method
- Track shipment
Credit Processing
- Monitor claim status
- Review credit notification
- Verify credit amount
- Reconcile account
Best Practices for Distributors
- Create a standardized internal process for returns
- Document all customer communications
- Take detailed photos before and after installation
- Maintain organized warranty records
- Build strong relationships with Kohler representatives
- Keep updated on product specifications
- Train staff on proper documentation procedure
Common Pitfalls to Avoid
- Incomplete documentation submission
- Missing installation records
- Incorrect product identification
- Delayed claim filing
- Improper packaging for returns
- Lack of photo documentation
- Insufficient damage description
- Missing maintenance records
Tips for Expedited Processing
- Submit claims within 24 hours of discovery
- Provide comprehensive documentation upfront
- Include multiple clear, well-lit photos
- Use the correct claim type category
- Follow up regularly on pending claims
- Maintain accurate customer contact information
- Keep detailed records of all communication
Conclusion
Successful management of Kohler returns and claims requires attention to detail and consistent follow-through. By following these guidelines and maintaining proper documentation, you can ensure smooth processing and maintain high customer satisfaction levels.
Click here for direct access to Kohler's portal.
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.