dealer direct warranty manual - … direct warranty manual . 2 ... filling out warranty claim form...
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DEALER DIRECT WARRANTY
MANUAL
2
Table of Contents Extended Warranty Purchase Process ........................................................................................................ 3
Extended Warranty Order Form Instruction Guide ................................................................................ 4
Extended Warranty Order Form .................................................................................................... 5
Warranty Regisration Process ................................................................................................................. 6
Filling Out Warranty Registration Form .................................................................................................. 7
Warranty Claim Flow Chart ...................................................................................................................... 11
Warranty Claim Process ........................................................................................................................ 12
Filling Out Warranty Claim Form ........................................................................................................... 13
Failure & Reimbursement Chart .................................................................................................. 16
Warranty Denial Form ........................................................................................................................... 27
Warranty Request For Information Form ............................................................................................. 30
SRO Acknowledgement ......................................................................................................................... 33
Replacement Part(s), Returning Defective Part(s) & Credits ................................................................ 36
3
DEALER DIRECT EXTENDED WARRANTY PURCHASE PROCESS
Extended warranty may be purchased at the time of unit purchase or within 90 days from date of unit purchase.
1. If the customer should opt to purchase an extended warranty after the original unit invoice, they shall notify Customer Service or submit the Extended Warranty Order Form. a. If the dealer notifies Customer Service, they will need to provide the unit model
number, unit serial number & invoice number of when the unit was originally purchased.
b. If the dealer completes the Extended Warranty Order Form, they can submit it via fax (618-664-4597) or email ([email protected]).
2. Once the notification to CS or Extended Warranty Order form is received, the unit information must be submitted to the Warranty Administrator to confirm no warranty claims have been filed against that particular unit.
3. When the notification or Order Form has been processed, an invoice for the Extended Warranty will be sent to the dealer.
4. Immediately following the unit’s installation, the warranty registration form must be filled out and submitted to Enertech. a. The warranty registration form can be found online at www.enertechmfg.com
OR in the back of every unit IOM manual. If registering online, the dealer must login and click on “warranty registration”.
b. The warranty registration form must be filled out completely in order to be submitted/processed.
4
EXTENDED WARRANTY ORDER FORM DEALER DIRECT INSTRUCTION GUIDE
The Extended Warranty Order Form should be used when purchasing an extended warranty for a unit that has been previously invoiced to the Dealer. 1. Complete the purchase order number for the extended warranty, along with the date the
extended warranty is being purchased. This will be used for billing purposes.
a. A job name may be used in lieu of a purchase order number.
2. Enter the purchasing Dealer’s name, City and State.
a. This will be used for billing purposes.
3. Provide the unit model and serial number for which the extended warranty is being
purchased.
a. This will be used to confirm the correct extended warranty is being purchased for unit
model, as well as ensure the extended warranty is applied to the appropriate unit and
serial number.
4. Note the invoice number and date in which the unit was purchased from Enertech.
a. If the extended warranty purchase date does not fall within the 90 day timeframe, a
copy of the final invoice may be requested.
5. Enter the part number of the extended warranty being purchased.
a. This will ensure the correct extended warranty is being purchased for the specific model
of unit.
6. Complete the homeowner information so that we can ensure the lifetime warranties will be
applied.
7. Once the order form is completed, it should be emailed to
[email protected] or faxed to 618-664-4597.
8. If you have any questions, please contact Enertech Customer Service at 618-664-9011.
5
6
DEALER DIRECT WARRANTY REGISTRATION PROCESS
Warranty registrations are an important step in the warranty process. When a warranty claim is filed, Enertech always verifies the unit has been registered.
1. WARRANTY REGISTRATION – WHEN A UNIT IS SOLD AND INSTALLED, THE UNIT MUST
BE REGISTERED. a. Registration forms can be found on our secure website, www.enertechmfg.com,
and in the back of EVERY unit manual. i. If registering a unit on our secure website, login, go to WARRANTY
HOME, go to WARRANTY REGISTRATION. ii. If registering a unit with the registration form provided in the back of
every unit manual, this form can be submitted via fax or mailed to Enertech.
2. SUBMITTING WARRANTY REGISTRATION – WARRANTY REGISTRATION CAN BE SUBMITTED VIA OUR SECURE WEBSITE, www.enertechmfg.com, FAXED TO 618-664-4597 OR MAILED TO 2506 S. ELM STREET, GREENVILLE, IL 62246.
a. Once a warranty registration has been submitted, a copy of the registration will be emailed back as confirmation that the registration has been received.
b. Allow 30 days for the registration to be processed. IF A UNIT IS NOT REGISTERED THEN THE STARTUP/INSTALLATION DATE FOR THAT UNIT DEFAULTS BACK TO THE INVOICE DATE.
7
1. FILLING OUT WARRANTY REGISTRATION FORM
8
SECTION 1 – UNIT INFORMATION
MODEL NO. – Model number of the unit being installed/registered – REQUIRED SERIAL NO. – Serial number of the unit being installed/registered – REQUIRED BRAND – Brand of unit that is being registered (GeoComfort) DATE OF SALE – Date the unit was purchased from the installer to the homeowner DELIVERY DATE – Date the unit was delivered/installed in the home INSTALLATION DATE – Date the unit was started up
9
SECTION 2 – HOMEOWNER APPLICATION/INFORMATION
APPLICATION – Mark the type of building/dwelling that applies where the unit was installed USE – Mark the reason for unit installation SOURCE – Mark type of loop/ground water used SUPPLEMENTAL/EMERGENCY – Mark the type of supplemental/auxiliary used for unit, if applicable PURCHASER-USER – Homeowner/business name the unit was sold to PHONE – Contact phone number for the homeowner/business ADDRESS – The physical address where the unit was installed CITY – The city where the unit was installed STATE/PROV – The state/province where the unit was installed POSTAL CODE – The zip/postal code where the unit was installed EMAIL (OPTIONAL) – The email address of the purchaser THIS UNIT IS PERFORMING – Dealer/installer to comment on the unit performance. Note any positive comments or problems/issues, if necessary.
10
SECTION 3 – DEALER/INSTALLER INFORMATION & SIGNATURES
DEALER (INSTALLER) – Company name who purchased and installed unit DATE – Fill in the date the technician started up the unit CUSTOMER/END USER – Signature of the home/business owner the unit was installed for DATE – Fill in the date the unit was started up DEALER (INSTALLER) EMAIL – contact email address for the company who purchased and installed the unit
11
Submit Claim
Form (On Line or
Fax/Email Hard
Copy)
Warranty Claim Process
Claim is
Reviewed by
Administrator
Claim Denied –
Denial Form Sent
Claim Approved
Information
Required – Form
Sent to Customer
Information
Provided by
Customer
Parts NeededParts not Needed
– Labor Only
Parts Sent to
Customer at no
Charge
Part Return
Required
Call Tag and SRO
Return Form Sent
Out w/ Part
Labor Credit
Issued
Part Invoiced if Not
Returned Within
30 Days
Claim Completed
Part Returned
Within 30 Days
SRO is Generated
and sent to
Customer
12
DEALER DIRECT WARRANTY CLAIM PROCESS If a unit or accessory fails, a warranty claim will need to be filed.
Warranty claims should be submitted within 60 days of the failure date.
WHEN A WARRANTY CLAIM IS FILED ENERTECH ALWAYS VERIFIES THE UNIT HAS BEEN REGISTERED
1. SUBMIT WARRANTY CLAIM – Warranty claims can be submitted on our secure site, www.enertechmfg.com, or the claim form can be found in every manual.
a. If submitting a warranty claim on Enertech’s secure website, go to www.enertechmfg.com, login, go to Warranty Home, click on Warranty Claim form, fill out the form completely and submit.
b. If submitting a warranty claim form via fax or email, please send the completed form via fax to 618-664-4597 or via email to [email protected].
2. The claim will be reviewed by the Warranty Administrator. a. If the claim is denied, a Denial Form is sent back to the Dealer. b. If the claim is not complete, is lacking information, etc., a Request for
Information form will be sent back to the Dealer. i. All information requested must be submitted back to Enertech within 2
weeks of the date of request. ii. When resubmitting with information requested, please provide the
Request for Information form along with corrected warranty claim form. 3. Once the claim has been approved, an SRO (Service Request Order) is generated and the
SRO Acknowledgement is sent back to the Dealer. a. If no parts are needed, labor claim only, labor credit is issued. b. If parts are needed, replacement parts are sent out at no charge and labor credit
is issued. i. If the defective part needs to be returned back to Enertech, a call tag will
be sent along with the replacement part. 1. ALL RETURNED PARTS MUST BE RETURNED WITHIN 30 DAYS. 2. If defective part is not returned within 30 days, the Dealer is
invoiced for the replacement part and shipping. 4. Warranty claim is complete and closed.
13
FILLING OUT THE WARRANTY CLAIM FORM
14
SECTION 1
Section 1 is the Dealer information
1. COMPANY NAME - the Dealer’s name. 2. DATE - the date the person is filling out the claim form. 3. PHONE & FAX - the phone and fax numbers for the contact person who is filling out
the form. 4. ORDERED BY - the name of the person who is filling out the form, a contact person if
there are any questions. 5. JOB NAME/PO # - the information needed for the Dealer to reference this claim for
their own internal purposes. 6. UNIT MODEL # & SERIAL # - must be filled out with the complete model and serial
number of the unit with the failed part. 7. INSTALL DATE - the date the unit was installed. 8. FAILURE DATE - the date that the unit failed. 9. SHIP TO - the address where the defective part needs to be shipped to if different
than the Dealer’s regular ship to address. 10. HOMEOWNER ADDRESS – the purchaser’s name and complete physical address of
where the unit is being serviced. 11. FLOW CENTER MODEL # - Enertech’s part number for the flow center - this is only
required if the claim is for a defective flow center. 12. FLOW CENTER SERIAL # - every flow center has a serial number - this is only
required if the claim is for a defective flow center.
15
SECTION 2
Section 2 is in reference to the defective item
1. FAILURE CODE – Failure codes can be found in the Enertech Mfg. Warranty
Manual.
a. Each code starts with one letter followed by four numbers (Ex. E-1001).
i. The letter refers to the type of failure (E = electrical, R =
refrigerant, W = water, A = accessory).
ii. The number refers to what part has failed and the service
necessary to fix the unit.
2. SERVICE LABOR ALLOWANCE – check the box that applies to the claim. Every
claim form is reviewed to see if a claim qualifies for labor reimbursement.
a. DOA Hours and Flat Rate can be found in the Warranty Manual. b. Labor reimbursement, if applicable, will be processed at the time
replacement parts are sent (whether or not defective parts are requested back).
See Warranty Reimbursment chart on the following pages.
16
Unit. Code Part Code Description PACKAGE COMBO SPLIT W-W MPD MPH ACD ACH
1.5 1.5 N/A N/A 1.5 1.5 N/A N/A DOA HOURS
130$ 130$ N/A N/A 130$ 130$ N/A N/A FLAT RATE
1.5 1.5 N/A N/A 1.5 1.5 N/A N/A DOA HOURS
130$ 130$ N/A N/A 130$ 130$ N/A N/A FLAT RATE
1 1 N/A N/A 1 1 N/A N/A DOA HOURS
100$ 100$ N/A N/A 100$ 100$ N/A N/A FLAT RATE
1 1 N/A N/A 1 1 N/A N/A DOA HOURS
100$ 100$ N/A N/A 100$ 100$ N/A N/A FLAT RATE
1 1 1 1 N/A N/A N/A N/A DOA HOURS
100$ 100$ 100$ 100$ N/A N/A N/A N/A FLAT RATE
1 1 1 1 N/A N/A N/A N/A DOA HOURS
100$ 100$ 100$ 100$ N/A N/A N/A N/A FLAT RATE
1 1 1 1 1 1 N/A N/A DOA HOURS
100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE
1 1 1 1 1 1 N/A N/A DOA HOURS
100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE
1 1 1 1 1 1 N/A N/A DOA HOURS
100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE
1 1 N/A N/A 1 1 N/A N/A DOA HOURS
100$ 100$ N/A N/A 100$ 100$ N/A N/A FLAT RATE
1 1 N/A N/A 1 1 N/A N/A DOA HOURS
100$ 100$ N/A N/A 100$ 100$ N/A N/A FLAT RATE
N/A 1 N/A N/A N/A N/A N/A N/A DOA HOURS
N/A 100$ N/A N/A N/A N/A N/A N/A FLAT RATE
N/A 1 N/A N/A N/A N/A N/A N/A DOA HOURS
N/A 100$ N/A N/A N/A N/A N/A N/A FLAT RATE
N/A 1 N/A N/A N/A N/A N/A N/A DOA HOURS
N/A 100$ N/A N/A N/A N/A N/A N/A FLAT RATE
1 1 1 1 1 1 N/A N/A DOA HOURS
100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE
E- 1210 N/A N/A N/A N/A N/A N/A N/A N/A
1 1 1 1 N/A N/A N/A N/A DOA HOURS
100$ 100$ 100$ 100$ N/A N/A N/A N/A FLAT RATE
1 1 1 1 N/A N/A N/A N/A DOA HOURS
100$ 100$ 100$ 100$ N/A N/A N/A N/A FLAT RATE
1 1 1 1 N/A N/A N/A N/A DOA HOURS
100$ 100$ 100$ 100$ N/A N/A N/A N/A FLAT RATE
1 1 1 1 N/A N/A N/A N/A DOA HOURS
100$ 100$ 100$ 100$ N/A N/A N/A N/A FLAT RATE
1 1 1 1 N/A N/A N/A N/A DOA HOURS
100$ 100$ 100$ 100$ N/A N/A N/A N/A FLAT RATE
1 1 1 1 1 1 N/A N/A DOA HOURS
100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE
1 1 1 1 1 1 N/A N/A DOA HOURS
100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE
1 1 1 1 1 1 N/A N/A DOA HOURS
100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE
1 1 1 1 1 1 N/A N/A DOA HOURS
100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE
1 1 1 1 1 1 N/A N/A DOA HOURS
100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE
1 1 1 1 1 1 N/A N/A DOA HOURS
100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE
Board - Repair - After TS Review
Board - Combination board - Shorted
Board - Combination board - Miswired
Control Conversion
Contactor - Burnt/welded contacts
Harness - Miswired
Harness - Shorted/burnt wire
Transformer - Open primary winding
Transformer - Open secondary winding
Transformer - Shorted primary winding
WARRANTY REIMBURSEMENT - ELECTRICAL
E-
E-
E-
E-
SERVICE LABOR ALLOWANCEFAILURE CODES
E-
E-
E-
E-
E-
E-
E-
E-
E-
E-
E-
E-
E-
E-
E-
E-
E-
E-
E-
E-
E-
E-
1001
1002
1003
1004
1101
1102
1201
1202
1203
1204
1205
1206
1207
1401
1402
1501
1502
1208
1209
1301
1302
1303
Blower motor - Open windings
Blower motor - Shorted
Blower module - Incorrect output
Blower module - No Output
DSH Pump - Open winding
DSH Pump - Shorted winding
Board - Lock out board - No output
Board - Lock out board - Shorted
Board - Lock out board - Miswired
Board - ECM board no output
Board - ECM board shorted
Board - Combination board- No output
1503
1601
1602
Contactor - Open coil winding
Contactor - Shorted/Burnt coil
Capacitor - Weak
Capacitor - Open
Harness - Missing
1603
17
1 1 1 1 1 1 N/A N/A DOA HOURS
100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE
1 1 1 1 N/A N/A N/A N/A DOA HOURS
100$ 100$ 100$ 100$ N/A N/A N/A N/A FLAT RATE
1 1 1 1 N/A N/A N/A N/A DOA HOURS
100$ 100$ 100$ 100$ N/A N/A N/A N/A FLAT RATE
1 1 N/A N/A 1 1 N/A N/A DOA HOURS
100$ 100$ N/A N/A 100$ 100$ N/A N/A FLAT RATE
1 1 1 1 N/A N/A N/A N/A DOA HOURS
100$ 100$ 100$ 100$ N/A N/A N/A N/A FLAT RATE
E- 1998 TBD TBD TBD TBD TBD TBD TBD TBD
E- 1999 TS REVIEW - Office use only
Other Electrical - Explain
Reversing Valve - Open/shorted coil - Replaced coil
Transformer - Shorted secondary winding
Pump Breaker - Will not reset
Pump Breaker - Stuck closed
E-
E-
E-
E-
E- 1901
Blower wheel/housing - Out of balance
1701
1702
1801
1604
18
Unit. Code Part Code Description PACKAGE COMBO SPLIT W-W MPD MPH ACD ACH
4.5 4.5 4.5 4.5 N/A N/A N/A N/A DOA HOURS
375$ 375$ 375$ 375$ N/A N/A N/A N/A FLAT RATE
4.5 4.5 4.5 4.5 N/A N/A N/A N/A DOA HOURS
375$ 375$ 375$ 375$ N/A N/A N/A N/A FLAT RATE
4.5 4.5 4.5 4.5 N/A N/A N/A N/A DOA HOURS
375$ 375$ 375$ 375$ N/A N/A N/A N/A FLAT RATE
4.5 4.5 4.5 4.5 N/A N/A N/A N/A DOA HOURS
375$ 375$ 375$ 375$ N/A N/A N/A N/A FLAT RATE
2.5 2.5 N/A N/A 2.5 N/A 2.5 N/A DOA HOURS
210$ 210$ N/A N/A 210$ N/A 210$ N/A FLAT RATE
2.5 2.5 N/A N/A 2.5 N/A 2.5 N/A DOA HOURS
210$ 210$ N/A N/A 210$ N/A 210$ N/A FLAT RATE
4.5 4.5 N/A N/A 4 N/A 4 N/A DOA HOURS
375$ 375$ N/A N/A 345$ N/A 345$ N/A FLAT RATE
4.5 4.5 N/A N/A 4 N/A 4 N/A DOA HOURS
375$ 375$ N/A N/A 345$ N/A 345$ N/A FLAT RATE
1 1 1 1 N/A N/A N/A N/A DOA HOURS
100$ 100$ 100$ 100$ N/A N/A N/A N/A FLAT RATE
1 1 1 1 N/A N/A N/A N/A DOA HOURS
100$ 100$ 100$ 100$ N/A N/A N/A N/A FLAT RATE
1 1 1 1 N/A N/A N/A N/A DOA HOURS
100$ 100$ 100$ 100$ N/A N/A N/A N/A FLAT RATE
1 1 1 1 N/A N/A N/A N/A DOA HOURS
100$ 100$ 100$ 100$ N/A N/A N/A N/A FLAT RATE
2.5 2.5 2.5 2.5 N/A N/A N/A N/A DOA HOURS
210$ 210$ 210$ 210$ N/A N/A N/A N/A FLAT RATE
4.5 4.5 4.5 4.5 N/A N/A N/A N/A DOA HOURS
375$ 375$ 375$ 375$ N/A N/A N/A N/A FLAT RATE
N/A 2.5 N/A 2.5 N/A N/A N/A N/A DOA HOURS
N/A 210$ N/A 210$ N/A N/A N/A N/A FLAT RATE
N/A 4.5 N/A 4.5 N/A N/A N/A N/A DOA HOURS
N/A 375$ N/A 375$ N/A N/A N/A N/A FLAT RATE
N/A 2.5 N/A N/A N/A N/A N/A N/A DOA HOURS
N/A 210$ N/A N/A N/A N/A N/A N/A FLAT RATE
N/A 4.5 N/A N/A N/A N/A N/A N/A DOA HOURS
N/A 375$ N/A N/A N/A N/A N/A N/A FLAT RATE
4.5 4.5 4.5 4.5 N/A N/A N/A N/A DOA HOURS
375$ 375$ 375$ 375$ N/A N/A N/A N/A FLAT RATE
2.5 2.5 2.5 2.5 N/A N/A N/A N/A DOA HOURS
210$ 210$ 210$ 210$ N/A N/A N/A N/A FLAT RATE
2.5 2.5 2.5 2.5 2.5 N/A 2.5 N/A DOA HOURS
210$ 210$ 210$ 210$ 210$ N/A 210 N/A FLAT RATE
3.5 3.5 3.5 3.5 3.5 N/A 3.5 N/A DOA HOURS
310$ 310$ 310$ 310$ 310$ N/A 310$ N/A FLAT RATE
3.5 3.5 3.5 3.5 3.5 N/A 3.5 N/A DOA HOURS
310$ 310$ 310$ 310$ 310$ N/A 310$ N/A FLAT RATE
4.5 4.5 4.5 4.5 N/A N/A N/A N/A DOA HOURS
375$ 375$ 375$ 375$ N/A N/A N/A N/A FLAT RATE
4.5 4.5 4.5 4.5 N/A N/A N/A N/A DOA HOURS
375$ 375$ 375$ 375$ N/A N/A N/A N/A FLAT RATE
N/A 4.5 N/A N/A N/A N/A N/A N/A DOA HOURS
N/A 375$ N/A N/A N/A N/A N/A N/A FLAT RATE
N/A 4.5 N/A N/A N/A N/A N/A N/A DOA HOURS
N/A 375$ N/A N/A N/A N/A N/A N/A FLAT RATE
N/A 4.5 N/A N/A N/A N/A N/A N/A DOA HOURS
N/A 375$ N/A N/A N/A N/A N/A N/A FLAT RATE
SERVICE LABOR ALLOWANCEFAILURE CODES
R- 2002 Compressor - Grounded - Replaced
R- 2003 Compressor - Will not pump - Replaced
R- 2001 Compressor - Locked rotor - Replaced
R- 2004 Compressor - Noisy - Replaced - After TS review
R- 2101Air Coil - Leaking distributor tube connections/u-
bends - Repaired - Explain
R- 2303 Load Coax - Leaking refrigerant - Repaired - Explain
R- 2102 Air Coil - Leaking in fin space - Repaired - Explain
R- 2103Air Coil - Leaking distributor tube connections/u-
bends - Replaced
R-
R-
R-
R-
R-
R- 2104 Air Coil - Leaking in fin space - Replaced
R- 2201 High Pressure Switch - Stuck open
R-
R-
R-
R-
R-
R-
R-
R-
R-
R-
2604
2603
2602
2601
2503
2605 3-Way Valve - Stuck closed
WARRANTY REIMBURSEMENT - REFRIGERATION
TXV - Stuck closed
Reversing Valve - Refrigerant leak - Replaced
Reversing Valve - Will not shift
3-Way Valve - Burnt/shorted coil
3-Way Valve - Stuck open
Source Coax - Leaking refrigerant - Replaced
DSH Coax - Refrigerant leak - Replaced
DSH Coax - Refrigerant leak - Repaired - Explain
TXV - Equalizer tube leaking due to line rubbing -
Repaired
TXV - Stuck open
2301
2204
2203
2202 High Pressure Switch - Stuck closed
Low Pressure Switch - Stuck open
Low Pressure Switch - Stuck closed
Source Coax - Leaking refrigerant - Repaired -
Explain
2502
2501
2402
2401
2302
R- 2304 Load Coax - Leaking refrigerant - Replaced
R- 2306Load Side Braze Plate Heat Exchanger - Leaking
refrigerant - Replaced
R- 2305Load Side Braze Plate Heat Exchanger - Leaking
refrigerant - Repaired - Explain
19
N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS
N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE
N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS
N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE
N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS
N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE
N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS
N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE
N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS
N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE
N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS
N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE
N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS
N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE
N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS
N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE
N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS
N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE
N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS
N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE
N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS
N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE
N/A N/A N/A N/A N/A N/A N/A N/A DOA HOURS
N/A N/A N/A N/A N/A N/A N/A N/A FLAT RATE
2.5 2.5 N/A 2.5 N/A N/A N/A N/A DOA HOURS
210$ 210$ N/A 210$ N/A N/A N/A N/A FLAT RATE
2.5 2.5 2.5 2.5 N/A N/A N/A N/A DOA HOURS
210$ 210$ 210$ 210$ N/A N/A N/A N/A FLAT RATE
1.5 1.5 1.5 1.5 N/A N/A N/A N/A DOA HOURS
130$ 130$ 130$ 130$ N/A N/A N/A N/A FLAT RATE
R- 2998 TBD TBD TBD TBD TBD TBD TBD TBD
R- 2999 TS REVIEW - Office use only
Other Refrigerant Circuit repair - Explain
Refrigerant Leak - Mechanical fitting internal to
the unit - Repair/Recharge - Explain
Refrigerant Leak - Internal to unit - Repair -
Explain
Drier - Restricted - Replaced
Drier - DSH coax refrigerant leak
Drier - Refrigerant leak repair - No replacment
parts needed
Drier - Reversing valve replacment
Drier - TXV replacement
Drier -Source coax - Repair
2710
2709
2703
2702
2701
R- 2801
2800
2713
2712
R- 2711
R-
R-
R-
R-
R-
R-
R-
R-
R- 2704 Drier - Source coax - Replacement
Drier - Compressor replacement
Drier - Air coil replacement
R- 2708 Drier - Braze plate heat exchanger - Replacement
R- 2705 Drier - Load coax - Repair
R- 2706 Drier - Load coax - Replacement
R- 2707 Drier - Braze plate heat exchanger - Repair
20
Unit. Code Part Code Description PACKAGE COMBO SPLIT W-W MPD MPH ACD ACH
4.5 4.5 4.5 4.5 N/A N/A N/A N/A DOA HOURS
375$ 375$ 375$ 375$ N/A N/A N/A N/A FLAT RATE
2 2 2 2 N/A N/A N/A N/A DOA HOURS
165$ 165$ 165$ 165$ N/A N/A N/A N/A FLAT RATE
N/A N/A N/A N/A N/A 2 N/A 2 DOA HOURS
N/A N/A N/A N/A N/A 165$ N/A 165$ FLAT RATE
N/A N/A N/A N/A N/A 2.5 N/A 2.5 DOA HOURS
N/A N/A N/A N/A N/A 195$ N/A 195$ FLAT RATE
2 2 2 2 N/A N/A N/A N/A DOA HOURS
165$ 165$ 165$ 165$ N/A N/A N/A N/A FLAT RATE
4.5 4.5 4.5 4.5 N/A N/A N/A N/A DOA HOURS
375$ 375$ 375$ 375$ N/A N/A N/A N/A FLAT RATE
N/A 2 N/A 2 N/A N/A N/A N/A DOA HOURS
N/A 165$ N/A 165$ N/A N/A N/A N/A FLAT RATE
N/A 4.5 N/A 4.5 N/A N/A N/A N/A DOA HOURS
N/A 375$ N/A 375$ N/A N/A N/A N/A FLAT RATE
N/A 2 N/A N/A N/A N/A N/A N/A DOA HOURS
N/A 165$ N/A N/A N/A N/A N/A N/A FLAT RATE
N/A 4.5 N/A N/A N/A N/A N/A N/A DOA HOURS
N/A 375$ N/A N/A N/A N/A N/A N/A FLAT RATE
1.5 1.5 1.5 1.5 N/A N/A N/A N/A DOA HOURS
130$ 130$ 130$ 130$ N/A N/A N/A N/A FLAT RATE
2 2 2 2 N/A N/A N/A N/A DOA HOURS
165$ 165$ 165$ 165$ N/A N/A N/A N/A FLAT RATE
2 2 N/A N/A 2 2 2 2 DOA HOURS
165$ 165$ N/A N/A 165$ 165$ 165$ 165$ FLAT RATE
W- 3998 TBD TBD TBD TBD TBD TBD TBD TBD
W- 3999
3501
3301
3302Load Side Braze Plate Heat Exchanger - Leaking
water - Replaced - Explain
Internal Water Leak - Repaired - Explain
Internal Water Leak - Replaced part/fitting
Condensate Drain Pan - Cracked
Load Side Braze Plate Heat Exchanger - Leaking
water - Repaired - Explain
W-
W-
W-
W-
Source Coax - Leaking water - Repaired - Explain
Source Coax - Leaking water - Replaced - Explain
3203 Load Coax - Leaking water - Repaired - Explain
3204 Load Coax - Leaking water - Replaced - Explain
3201
3202
3401
3402
W-
W-
W-
W-
W-
WARRANTY REIMBURSEMENT - WATER
W-
W-
W-
W-
3001
3002
3101
3102
DSH Coax - Leaking water - Replaced
DSH Coax - Leaking water - Repaired
Hydronic Air Coil - Leaking water - Repaired
Hydronic Air Coil - Leaking water - Replaced
SERVICE LABOR ALLOWANCEFAILURE CODES
TS REVIEW - Office use only
Other Water Circuit Repair - Explain
21
Unit. Code Part Code Description PACKAGE COMBO SPLIT W-W MPD MPH ACD ACH
1 1 N/A N/A 1 1 N/A N/A DOA HOURS
100$ 100$ N/A N/A 100$ 100$ N/A N/A FLAT RATE
1 1 N/A N/A 1 1 N/A N/A DOA HOURS
100$ 100$ N/A N/A 100$ 100$ N/A N/A FLAT RATE
1 1 N/A N/A 1 1 N/A N/A DOA HOURS
100$ 100$ N/A N/A 100$ 100$ N/A N/A FLAT RATE
1 1 N/A N/A 1 1 N/A N/A DOA HOURS
100$ 100$ N/A N/A 100$ 100$ N/A N/A FLAT RATE
1 1 N/A N/A 1 1 N/A N/A DOA HOURS
100$ 100$ N/A N/A 100$ 100$ N/A N/A FLAT RATE
1 1 N/A N/A 1 1 N/A N/A DOA HOURS
100$ 100$ N/A N/A 100$ 100$ N/A N/A FLAT RATE
1 1 1 1 N/A N/A N/A N/A DOA HOURS
100$ 100$ 100$ 100$ N/A N/A N/A N/A FLAT RATE
1 1 1 1 N/A N/A N/A N/A DOA HOURS
100$ 100$ 100$ 100$ N/A N/A N/A N/A FLAT RATE
1 1 1 1 N/A N/A N/A N/A DOA HOURS
100$ 100$ 100$ 100$ N/A N/A N/A N/A FLAT RATE
1 1 1 1 N/A N/A N/A N/A DOA HOURS
100$ 100$ 100$ 100$ N/A N/A N/A N/A FLAT RATE
1 1 1 1 N/A N/A N/A N/A DOA HOURS
100$ 100$ 100$ 100$ N/A N/A N/A N/A FLAT RATE
1 1 1 N/A 1 1 N/A N/A DOA HOURS
100$ 100$ 100$ N/A 100$ 100$ N/A N/A FLAT RATE
1 1 1 N/A 1 1 N/A N/A DOA HOURS
100$ 100$ 100$ N/A 100$ 100$ N/A N/A FLAT RATE
1 1 1 N/A 1 1 N/A N/A DOA HOURS
100$ 100$ 100$ N/A 100$ 100$ N/A N/A FLAT RATE
N/A 1 N/A 1 N/A N/A N/A N/A DOA HOURS
N/A 100$ N/A 100$ N/A N/A N/A N/A FLAT RATE
N/A 1 N/A 1 N/A N/A N/A N/A DOA HOURS
N/A 100$ N/A 100$ N/A N/A N/A N/A FLAT RATE
N/A 1 N/A 1 N/A N/A N/A N/A DOA HOURS
N/A 100$ N/A 100$ N/A N/A N/A N/A FLAT RATE
1 1 1 1 1 1 N/A N/A DOA HOURS
100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE
1 1 1 1 1 1 N/A N/A DOA HOURS
100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE
1 1 1 1 1 1 N/A N/A DOA HOURS
100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE
1 1 1 1 1 1 N/A N/A DOA HOURS
100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE
1 1 1 1 1 1 N/A N/A DOA HOURS
100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE
1 1 1 1 1 1 N/A N/A DOA HOURS
100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE
1 1 1 1 1 1 N/A N/A DOA HOURS
100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE
1 1 1 1 1 1 N/A N/A DOA HOURS
100$ 100$ 100$ 100$ 100$ 100$ N/A N/A FLAT RATE
A- 4998 TBD TBD TBD TBD TBD TBD TBD TBD
A- 4999
Other Accessory - Explain
Aquastat - No output
Internal Elec. Htr - Open element - Replace
Internal Elec. Htr - Time delay relay - Replace
Flow Center - Leaking valve - Replaced
Flow Center - Leaking water pump - Replaced
Flow Center - Leaking housing - Replace
Flow Center Pump - Open winding - Replace
Flow Center Pump - Shorted winding - Replace
Thermostat - No display - Replaced
Thermostat - Internally shorted - Replaced
Thermostat - No output - Replaced
Aquastat - Stuck open
Aquastat - Stuck closed
EWC Damper Motor - Burnt winding - Replace
EWC Damper Motor - Stripped gear - Replace
TS REVIEW - Office use only
WARRANTY REIMBURSEMENT - ACCESSORIES
A-
A-
A-
A-
Internal Elec. Htr - Breaker won't reset - Replace
Internal Elec. Htr - Limit stuck open - Replace
Internal Elec. Htr - Sequencer stuck open - Replace
Internal Elec. Htr - Sequencer stuck closed - Replace
SERVICE LABOR ALLOWANCEFAILURE CODES
A-
A-
A-
A-
A-
A-
A-
A-
A-
A-
A-
A-
A-
A-
A-
A-
A-
A-
A-
A-
A-
4001
4002
4003
4004
4005
4006
4101
4102
4103
4104
4105
4301
4302
4303
4304
4305
4306
4401
4402
4403
4404
4405
4406
4407
4408 EWC Damper Motor - Locked
EWC Damper - Will not open - Replace
EWC Damper - Will not close - Replace
EWC Damper Motor - Noisy - Replace
EWC Damper Motor - Bad connection - Replace
EWC Damper Motor - Open winding - Replace
22
FAILURE & REIMBURSEMENT CHART When filing a warranty claim with Enertech Mfg., you will need to know the failure code to use. This code indicates the failure on the unit, the service done to the unit and the DOA hours or flat rate reimbursement if labor reimbursement is due.
THE FAILURE & REIMBURSEMENT CHART IS FOUND IN THE WARRANTY MANUAL
23
SECTION 1 – FAILURE CODES
1. UNIT CODE – There are four different unit codes a. E – Electrical failure b. R – Refrigeration failure c. W – Water failure d. A – Accessory failure
2. PART CODE – Each failure has a four digit corresponding code. a. The first two numbers reference the part that has failed. (Ex. E-12XX
refers to any board failure) b. The last two numbers reference the reason for failure and the service to
the unit to fix the failure. (Ex. E-1202 refers to a lockout board that shorted and needs to be replaced.)
24
SECTION 2 – SERVICE LABOR ALLOWANCE
1. Across the top of the SLA chart is each type of unit. 2. Along the right side of the SLA chart, the DOA HOURS and FLAT RATE that
may qualify for the unit failure are listed.
25
Example – if you have a split unit that the DSH pump has an open winding, you would use failure code E-1101. If labor reimbursement was due, it would qualify for 1 DOA HOUR or $100 FLAT RATE
26
SECTION 3
1. DO YOU NEED PARTS ORDERED – If replacement parts need to be ordered, mark YES. If credit only is requested, mark NO.
a. If YES is marked, replacement parts will be shipped out the same day the warranty claim was received, if at all possible. The parts will be shipped at no charge.
i. If the defective part is requested to be sent back to Enertech, all parts must be returned within 30 days.
1. Enertech will provide a call tag that will be included with the replacement part shipment.
2. Once the defective part has been replaced and the defective part is boxed up ALONG with a copy of the SRO paperwork inside the box, the Dealer is to contact the carrier on the call tag and request the pick up to be made.
ii. If no return is required, the replacement part will be shipped at no charge and no freight charges will be incurred.
b. If NO is marked, please provide the reason why no parts are needed. (Ex. replaced from Dealer shelf, ordered replacement parts on PO# 12345 on 1/1/11).
i. If replacement parts were ordered through customer service, the invoice will have “normal” billing terms and will incur freight charges.
ii. If no PO# or invoice number is provided then the part only will be reimbursed, no freight.
c. HOLD ALL FAILED PARTS FOR 90 DAYS 2. OTHER NOTES – if additional information is needed provide here. (Ex. how the
unit was actually serviced to make the repairs)
27
WARRANTY DENIAL FORM WHEN A WARRANTY CLAIM IS FILED YOU MAY BE SENT A DENIAL FORM.
28
SECTION 1 – Information provided from the warranty claim submitted
DATE – The date the form is being processed. COMPANY NAME/ADDRESS – The name of the company who submitted the warranty claim form. MODEL NUMBER – The model number of the unit in which the warranty claim was filed. SERIAL NUMBER – The serial number of the unit in which the warranty claim was filed. PART – The defective part number or description provided on the warranty claim.
29
SECTION 2 – Reason for denial
A copy of the warranty claim will always follow this form.
The reason marked with an “X” is the reason pertaining to the warranty claim.
30
WARRANTY REQUEST FOR INFORMATION FORM
WHEN A WARRANTY CLAIM IS FILED, YOU MAY BE SENT A REQUEST FOR INFORMATION FORM.
31
SECTION 1 – Information provided from the warranty claim submitted
DATE – The date the form is being processed. COMPANY NAME/ADDRESS – The name of the company who submitted the warranty claim form. MODEL NUMBER – The model number of the unit in which the warranty claim was filed. SERIAL NUMBER – The serial number of the unit in which the warranty claim was filed. PART – The defective part number or description provided on the warranty claim.
32
SECTION 2 – Request for Information
A copy of the warranty claim will always follow this form.
The reason marked with an “X” is the reason pertaining to the warranty claim.
Please return the information requested within 2 weeks of request and resubmit for warranty review.
o When resubmitting with information requested, please provide the Request for Information form along with corrected warranty claim form.
33
SRO ACKNOWLEDGEMENT
34
SRO ACKNOWLEDGEMENT BREAKDOWN
1. This is where to find the SRO number. It will always begin with WTY followed by numbers.
a. If you have received an acknowledgement and/or have questions regarding a claim that
has been processed, you will want to reference SRO number of the claim.
2. This is the account Enertech Mfg. will use for issuing credits or invoices.
a. You will always want to check to make sure this information is correct.
35
3. This is the ship to address if replacement parts are needed and/or call tag pickup information.
a. If a replacement part is being shipped, you will need to verify this address is correct.
b. If the defective part is needed back, this is the address where the call tag will be issued
for pickup. You will need to verify this address is correct.
4. This is the item number and description of the part being claimed as defective.
a. If a replacement part is being shipped, you will need to verify that this part and
description is correct.
5. The line directly below the item number will let you know whether or not the defective part
needs to be returned to Enertech Mfg.
a. If the part is requested for return, the line will read “DEFECTIVE PART(S) NEEDS TO BE
RETURNED WITHIN 30 DAYS ALONG WITH A COPY OF SRO”.
b. If the part does not need to be returned, the line will read ”HOLD ALL FAULTY PARTS
FOR 90 DAYS”.
36
REPLACEMENT PART(S), RETURNING DEFECTIVE PART(S) & CREDITS
1. If replacement part(s) need to be shipped and defective part(s) do not need to be returned, Enertech Mfg. will ship part(s) are no charge. a. If labor reimbursement is due, credit will be issued the same time the replacement
part(s) are shipped and the claim is closed. 2. If replacement part(s) need to be shipped and the defective part(s) need to be returned,
Enertech Mfg. will ship part(s) are no charge along with a call tag to pick up defective part(s). a. If labor reimbursement is due, credit will be issued the same time the replacement
part(s) are shipped. b. Once the defective part has been replaced and boxed up with a copy of the SRO
paperwork with it, send the defective part(s) back to Enertech Mfg. utilizing the call tag provided. Once part(s) have been returned, the claim is closed.
c. If defective part(s) are not returned within 30 days, the Dealer will be invoiced for the replacement part(s) and the claim is closed.
3. If no replacement parts are needed but defective part(s) need to be returned, a call tag will be issued and sent to the Dealer. a. If labor reimbursement is due, credit will be issued at that time. b. Once the defective part has been boxed up with a copy of the SRO paperwork with it,
send the defective part(s) back to Enertech Mfg. utilizing the call tag provided. Once part(s) have been returned, the claim is closed.
c. If defective part(s) are not returned within 30 days, the Dealer will be invoiced for the replacement part(s) and the claim is closed.
4. If no replacement parts are needed and defective part(s) do not need to be returned, credit will be issued at time of claim processing. a. If labor reimbursement is due, credit will be issued at that time. b. If part(s) credit is due, credit will be issued at that time and the claim is closed.