SportsArt Service Welcomes You!

Transcription

1 SportsArt Service Welcomes You! The service team at SportsArt Fitness takes pride in providing excellent service and we look forward to partnering with you to serve our customers. The service team handles the following: Warranty part orders and sales Troubleshooting support Arrangement of installations Arrangement of product repairs Processing labor warranty claims Training in product repair To apply to become an authorized service provider, please fill out and fax the following to the service department at Service provider questionnaire Service provider agreement Warranty labor reimbursement policy W9 form Proof of General Liability Insurance Business references (3) We ve included the following forms and instructions to help you get started: Tool requirements Certification information Warranty part order form Warranty labor reimbursement policy Purchase part form Purchased part return instructions If you have questions or suggestions, please call the customer service department at Thank you! Customer Service Team Page 1 of 10 Rev

2 Technical Certification Program 2014 Overview: Build upon your repair experience by improving your ability to diagnose and repair SportsArt products. Training includes electronic theory and hands-on sessions of SportsArt products. Advantages: Improve your ability to diagnose and repair SportsArt products. Broaden your knowledge of diagnostic tools (including voltmeters, amp meters) and learn to apply them on SportsArt equipment. Become a certified SportsArt technician. Receive a 37% discount on purchased parts. Receive $10 more per hour on warranty labor reimbursement. Receive the SportsArt training CD a $30 value. Cost: Free. Lunch is provided. You pay hotel, travel to and from airport and training facility. Schedule: Monday - Wednesday, 8:00 am - 4:30. No class in November - April. May 12 th 14 th, 2014 August 11 th 13 th, 2014 June 9 th 11 th, 2014 September 8 th 10 th, 2014 July 14 th 16 th, 2014 October 13 th 15 th, 2014 Recommended Local Hotels: Extended Stay America - Tel (425) th St. SE. Bothell, WA $75 + tax, per night. Additional person $ Grab-N-Go Breakfast. Ask for AAA rate. Comfort Inn & Suite - Tel (425) th St. SE. Bothell, WA $79 + tax, Standard or Suite. Hot breakfast. Mention SportsArt Fitness (SAF). Extended Stay Deluxe - Tel (425) th Avenue. Bothell, WA $89 + tax, per night. Additional person $ Hot breakfast. Local shuttle service. Country Inn & Suite - Tel (425) North Creek Pkwy. Bothell, WA $99 + tax, per night. Additional person $ Hot breakfast, Shuttle service by appt., On site restaurant. Mention SAF for possible complimentary room upgrade (if available). Airport Shuttle: Shuttle Express Tel (425) Reservations: One month prior to class, please call Craig Arriza at (866) and send a $200 check payable to SportsArt America Inc. This registration fee is nonrefundable to those who do not attend the class. The check is returned (not cashed) to those who complete the class. Class size is limited to six people. Welcome to the class! Page 2 of 10 Rev

3 Service Provider Questionnaire Your Name Company Address City, State Zip Office Phone Cell Phone Fax How long has your company been in business? How long have you been providing fitness equipment service? What areas do you service? Is this business your primary source of income? How many technicians are employed by your company? Are any of those technicians SportsArt certified? Is your company or are you certified by other manufacturers? If so, please list certifications. What are your regular service rates? Your service rates may be used in customer referrals for non warranty service. SportsArt will only reimburse service at our stated rates. If you are also a fitness equipment dealer, please check the appropriate box: My company repairs: only products we sell; all fitness products. My company installs: only products we sell; all fitness products. With this questionnaire, I have faxed back: Service Provider Agreement 3 References Warranty Labor Reimbursement Policy W9 Form Proof of General Liability Insurance for service/installations, including limits Signature Print Name Date Page 3 of 10 Rev

4 Service Provider Agreement SportsArt partners with dealers and independent service technicians to provide skilled and courteous service to our mutual customers. As with any partnership, there are expectations. SportsArt expects that providers will abide by our code of conduct always represent SportsArt professionally diagnose and resolve product issues efficiently and effectively treat all customers and our staff fairly and with respect. In return, our staff of expert technicians is available to assist in troubleshooting and we are continually working to expand our resources to help you grow your business and become more proficient in servicing our product. Service providers have access to training to obtain certification, leading to preferred referral status, higher reimbursement levels and a greater parts price discount. Please download and review our complete provider packet at After reviewing, please read, sign and return this sheet and the requested information by fax I have read the service provider packet thoroughly, understand my company s obligations and agree to abide by all SportsArt policies. I have read and agree to Sports Art s labor reimbursement policy and rates. SportsArt supports their dealers and customers. If customers or dealers complain about my activity in the market, my provider status can be revoked at any time without notice. SportsArt promotes good business practices. If SportsArt suspects unethical practices or behavior harmful to SportsArt or their customers, I understand that my provider status can be revoked at any time without notice. I understand that certification is not a permanent status and I may be required to periodically complete additional requirements to retain certification. Certification follows the technician. Signature Company Print Name Date Address City State Zip code Phone number Fax Cell We install and service only what we sell. We d like to be considered for any installation and service opportunities in our area. Page 4 of 10 Rev

5 Warranty Labor Reimbursement Policy Authorization: Product dealers can assign technicians to perform reasonable warranty work without prior authorization. Prior authorization is required for the following: travel or work in excess of one hour more than two trips on the same unit all work by independent technicians Compensation: Our expectation is that most jobs and travel will be completed within one hour. Pre-approved travel and repair work is paid in ¼-hour increments after first hour. SportsArt reserves the right to not reimburse unapproved or unreasonable expenses. If in doubt, get prior authorization. Reimbursement will be via credit on account or by check if your account balance is paid. Rates: Travel: $40 per hour Labor: Non-Certified technicians: $40 per hour. SAF Certified technicians: $50 per hour Paperwork: Jobs may be assigned by SportsArt or may be initiated by an authorized SportsArt dealer. SportsArt assigned jobs: The SportsArt Warranty Parts/Work Authorization form is shipped with the repair parts required or may be provided to you directly. The authorization also serves as your labor claim form. You should always read the service notes and review the Warranty Labor? comment at the top of the authorization form to determine whether your labor will be reimbursed. To file a labor claim, completely fill out the form, including your invoice number, the full service address, customer name, signature and date confirming that service is complete. Incomplete claims will be denied. Dealer assigned jobs: If a customer contacts their dealer, the dealer may assign technicians to perform reasonable warranty work without prior authorization. To seek reimbursement, use the Warranty Labor Claim Form. Include your invoice number and completely fill out the form, including the full service address, customer name and customer signature and date indicating that service is complete. Incomplete claims will be denied. Deadline: Fax or warranty claims within one week of job completion. Fax ; service@sportsartamerica.com. Tel: All claims require the customer s signature and date. Incomplete and/or late claims will be denied. Part returns: SportsArt requires that specific parts - drive boards, display boards, incline/stride motors, and batteries - shipped under warranty be returned and we include an ARS label in the original shipment. Labor claims will be processed only when parts are returned. Carefully and securely package returned parts using the return labels, and include the warranty order paperwork with the part so your account may be credited accurately. Signature Print Name Date Page 5 of 10 Rev

6 WARRANTY PART ORDER FORM TECHNICIANS: PLEASE FILL OUT COMPLETELY. THANK YOU! Invoice#: Invoice Date: Reference Service Call Authorization #: SERVICE PROVIDER INFORMATION: Dealer Name: Account #: Address: City: State: Zip: Phone: Fax: Contact: SHIPPING INSTRUCTION: Ship To Name: Address: City: State: Zip: Phone: Fax: Contact: PRODUCT INFORMATION AND SERVICE LOCATION: Type of Use: Residential Non Residential Customer Name Serial #: Address Unit Model # City, State Zip Out of Box Problem? Yes No Phone Purchased From: Address: Date of Purchase: Date of Service ORIGINAL SYMPTOM, DIAGNOSISTICS, AND REPAIR INFORMATION: PART NUMBER: DESCRIPTION: Quantity: Price $ $ $ $ $ VALIDATION SIGNATURE: Technician Signature: Date: Customer Signature(required): Page 6 of 10 Rev

7 How to Return Purchased Parts for Credit You may return new, unused parts that you purchased from SportsArt when those parts are returned freight prepaid, include your original packing slip and are found to be in new, resalable condition. To do so, you must contact SportsArt for pre approval and follow the process below. 1. Call or for a return authorization number 2. Place the packing slip in the box with the part you re authorized to return. 3. On the packing slip, indicate the part for which you are seeking credit. 4. Provide your contact name and number. Indicate the reason for the return. 5. On the outside of the box, write the order number and RA number. 6. Send parts to: SportsArt Service Department at th Ave NE, Suite A-1,. Tel: Requirements: Credit SportsArt charges a 15% restocking fee for returned parts. To obtain credit, the correct packing list or associated invoice must be included with the returned parts. Time limit Credit is provided for parts returned within 60 days after the original order was placed. No credit will be issued for parts returned after 60 days. Part condition Parts must be returned in new, unused condition. No credit will be issued for return shipments that do not include the correct packing list/invoice or for parts that arrive damaged through poor packaging, use or other circumstances. Return freight Customers must pay the freight expense to return purchased parts. If customers use return labels provided by SportsArt for warranty orders, the return freight expense will be deducted from the credit or billed to their account. No credit will be provided if any requirement above is not fulfilled. We appreciate your business and hope to make it easy for you to return parts when necessary. If you have questions, please call the SportsArt customer service department at Page 7 of 10 Rev

8 Part Purchase Form Date: Account # PO # YOUR BILLING INFORMATION Company Contact Address City State Zip Phone # Fax# Will this part be resold? Yes No PAYMENT METHOD Credit Card Type Net 30 Name on Card Credit Card # V-Code: Expires: SHIPPING INSTRUCTION Ship To Phone# Address City State Zip Model# SportsArt Order # For tax purposes, please indicate: This part will be resold. Yes No Shipping Method: Ground unless specified PART INFORMATION PART # Description Unit Price Qty Total You may submit orders by partsorders@sportsartamerica.com or fax Page 8 of 10 Rev

9 Tool Requirements for Installation / Service Technicians Electrical Mechanical Miscellaneous Cleaning Voltmeter (multimeter). Phillips screwdrivers. Zip ties. Canned air. SportsArt amp meter. Flat-head screwdrivers. Kotter pins. Mini vacuum. Heart Rate transmitter simulator (or heart rate strap). Metric Allen wrenches. Metric open end wrench set. 6" adjustable wrench. Blue Loc-tite (or similar threadlock). Equipment manuals and Simple Green or other mild, non-voc cleaner. Clean shop cloths. Wall outlet test plug (Home Depot SKU # ). Metric socket set. Channel lock pliers. ESD Kit (Desco #16475). IR Detector Strip (MCM Electronics # ). Needle nose pliers. Snap-ring pliers. Dead-blow hammer. Assorted fuses. Feeler gauges. Electrical tape. Anti-static strap. 3/8 U-joint extension. Stethoscope. 3/8 6 inch extension. 3/8 ratchet. 3/8 Metric socket set. troubleshooting guides (available online). Waterproof grease (Phil Wood, Park Bicycle, or other). Specialty tools by model Treadmill Cycle Elliptical Stepper Lubrication kit. Optical and magnetic safety keys. Spanner wrench. Crank puller. Teflon spray lubricant for stride rails. Grease gun with 0.25" zerk fitting. Lucas Oil "Red 'n' Tacky" multipurpose EP grease. Grease gun with 0.25" zerk fitting. Lucas Oil "Red 'n' Tacky" multipurpose EP grease. Page 9 of 10 Rev

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