As a Rockwell Automation distributor, efficiently managing product returns and claims is essential for maintaining customer satisfaction and automation system integrity. This comprehensive guide will walk you through the essential processes and best practices for handling returns and claims with Rockwell Automation.
Introduction
Rockwell Automation is a global leader in industrial automation solutions, known for its innovative technology and reliable systems. When product issues arise, having a clear understanding of the returns and claims processes ensures quick resolution while maintaining system performance and strong relationships with both Rockwell Automation and your customers.
Types of Returns/Claims Available
Warranty Claims
Rockwell Automation offers comprehensive warranty coverage:
- Standard product warranties
- Extended warranty programs
- Software subscription coverage
- System solution warranties
- Integration warranties
- Support agreement claims
Defective Product Returns
For products that don't meet specifications:
- Hardware malfunctions
- Software issues
- Communication failures
- Performance problems
- Integration issues
- Configuration errors
Customer Satisfaction Returns
Supporting customer satisfaction through:
- System compatibility updates
- Performance requirement changes
- Configuration modifications
- Integration adjustments
- Technology upgrades
Damaged Goods Claims
For products damaged during shipping:
- Visible transit damage
- Concealed damage
- Packaging failures
- Missing components
- Incorrect shipment contents
- ESD-related damage
Before Filing a Claim/Return
Required Documentation
Essential items to gather:
- Product catalog number
- Serial number
- Firmware version
- Original purchase order
- Detailed issue description
- System configuration details
- Error logs and diagnostics
- Photos of damage or defects
- Integration documentation
Eligibility Verification
Before proceeding:
- Check warranty status
- Verify product authenticity
- Confirm software licensing
- Review installation compliance
- Validate system requirements
- Check firmware compatibility
- Verify proper application
Product Condition Requirements
Returns must meet these standards:
- Original packaging when possible
- All components included
- No unauthorized modifications
- ESD protection maintained
- Proper labelling
- Memory/programs backed up
- Return authorization number attached
The Claims/Returns Process
Initial Assessment
- Run diagnostic tests
- Document all issues
- Verify system configuration
- Contact technical support
- Review specifications
Claim Submission
- Access Rockwell portal
- Select claim type
- Complete documentation
- Upload supporting evidence
- Submit for review
Authorization
- Receive Return Material Authorization (RMA)
- Review approved details
- Note handling instructions
- Verify return requirements
Product Return
- Package products with ESD protection
- Include all documentation
- Apply proper labels
- Ship via approved method
- Track shipment
Credit Processing
- Monitor claim status
- Review credit notification
- Verify credit amount
- Reconcile account
Best Practices for Distributors
- Maintain detailed system records
- Document all configuration changes
- Take clear photos of issues
- Keep organized project files
- Build relationships with Rockwell support
- Train staff on proper handling
- Implement systematic testing procedures
Common Pitfalls to Avoid
- Incomplete documentation
- Missing error logs
- Incorrect product identification
- Poor ESD practices
- Software version conflicts
- Insufficient testing documentation
- Delayed claim submission
- Improper handling procedures
Tips for Expedited Processing
- Submit claims promptly
- Provide complete system documentation
- Include clear diagnostic data
- Use correct catalog numbers
- Reference original order numbers
- Follow up regularly
- Maintain organized records
Conclusion
Successfully managing Rockwell Automation returns and claims requires attention to detail and commitment to proper system documentation and handling. By following these guidelines and maintaining proper documentation, you can ensure smooth processing while maintaining system integrity.
For direct access to submit and manage your claims, visit the Rockwell Automation Partner 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.