Air Conditioning Systems Warranty Manual. Version 1.8

Transcription

1 Air Conditioning Systems Warranty Manual Version 1.8 1/2015

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3 Air Conditioning System Warranty Contents Purpose 4 External Distribution... 4 Policies 5 Warranty Policy Overview... 5 Warranty Period... 5 What IS covered by the Warranty... 5 What is NOT covered by the Warranty... 6 Air Conditioning Identification Plate... 6 Procedures 7 Warranty Registration:... 7 Procedure for Performing Warranty Work... 7 Repair Performance... 7 Claim Submission... 8 Online Claim Submission... 8 Return Materials Authorization (RMA)... 8 Claim Reimbursement:... 8 Refused Claims:... 8 Flat Rate Labor Guide 9 Appendix A: Limited Non-Transferrable Warranty

4 Purpose The purpose of this manual is to provide the distributor with specific how to proceed instructions for product defects within the Air Conditioning limited warranty period. This manual provides the policies and procedures to follow for Air Conditioning warranty claims and reimbursement. Use the appendices to reference specific documentation needed to properly complete a warranty claim. External Distribution This manual is available via the Webasto Thermo & Comfort North America Inc. technical website. A distributor or product owner may request a copy of this document at any time using the following means of contact. Webasto Thermo & Comfort North America Inc. (herein after referred to as Webasto) Phone: (800) Mail: warranty-us@webasto.com Webasto Thermo & Comfort North America, Inc. ATTN: Technical Support North Rd. Fenton, MI

5 Policies Warranty Policy Overview Webasto warrants Air Conditioning products manufactured or supplied by Webasto, subject to qualifications indicated. Webasto warrants these products for the period set forth below, to be free from defects in workmanship and material, provided such products are installed, operated, and maintained in accordance with Webasto Air Conditioning specific written instructions. Webasto heating and cooling systems require qualified and/or professional installation and repair technicians. Warranty shall be void if not installed by a certified or trained installer/repair technician who has successfully completed the factory training course for installation and repair of Webasto heating and cooling systems, and has been provided with the technical information, tools and equipment required to properly complete the necessary installation/repairs. THIS WARRANTY IS NON-TRANSFERRBLE. IMPLIED WARRANTIES INCLUDING THAT OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE EXPRESSLY LIMITED TO THE DURATION OF THIS WARRANTY. THE LIMITATION ON THE DURATION OF IMPLIED WARRANTIES MAY VARY IN VARIOUS STATES OF THE UNITED STATES AND AMONG CANADIAN PROVINCES. Warranty Period Webasto warrants their HVAC products and HVAC service against defects in material and workmanship for one (1) year, effective at the time of installation or vehicle registration date for Original Equipment installations (OE). This warranty period may not exceed 18 months from the original date of sale by Webasto. This warranty period may be superseded by written contractual agreements signed by an authorized representative of Webasto. Replacement parts are covered for six (6) months or the remainder of the original warranty period, whichever is longer. Replacement Air Conditioning Systems are considered a Replacement Part. IMPORTANT NOTE: If the product registration card supplied with the product is not received within 30 days of the installation it can directly affect the warranty duration. Please see the Warranty Registration Section on page 7 for further information. The limited warranty is extended to the original product owner and cannot be transferred. What IS covered by the Warranty Webasto covers the following items and procedures: Testing & Diagnosis as described in the flat rate labor time guide on page 9. Repair of Air Conditioning Systems (per documented repairs procedures) and components as described in the Labor Time Guide starting on page 9. All Air Conditioning accessory parts accompanied by proof of purchase are eligible for a 6 month warranty. 5

6 What is NOT covered by the Warranty Webasto specifically excludes and limits warranty from the following: Normal wear of service parts Removal and replacement of Air Conditioning. Damage to product in transit. All claims must be filed with carrier. Improper installation, not in accordance with, supplied installation instructions or approved OEM applications. Deterioration due to normal wear, corrosion, abuse, damage, accident, improper storage or operation. Modification of product by alteration, use of non-genuine parts or repaired by unauthorized personnel. Air Conditioning System is past the warranty period Filters, clamps (refrigerant / coolant), air ducting, coolant hoses, refrigerant hoses, bulbs, fuses, coolant (Including additives), refrigerant, oil. Opened electrical parts (not sealed in original box) Component failures from components from third party manufacturers are not No unit is guaranteed to maintain a specific temperature output or cab temperature since many variables in installation and ambient conditions affect this output. If the installer uses components from third party manufacturers; failures related to these components are not covered. Travel expenses to provide repair services are not covered. Air Conditioning Identification Plate Owner Responsibilities The intent of the Webasto warranty is to protect the original product owner from product defects and provide free repair and replacement of defective parts in the manner provided herein. During the warranty period the exclusive remedy will be for Webasto, at their discretion, to repair or replace those parts which are demonstrated to be defective in material or workmanship. While warranty is provided to the "original product owner", it is to be administered and serviced by Webasto personnel, or a Webasto Authorized distributor in accordance with the Webasto warranty policy or contractual agreement between Webasto and a second party. A product registration card is included with the sale of each Air Conditioning Unit. It is the product owner's responsibility to complete this card and return it to Webasto for registration. A proof of purchase is required for all heaters that are not registered. Refer to page 7 Warranty Registration for additional information. An online product registration option is also available at This warranty gives the product owner specific legal rights and may also have other rights which vary by State or Province. 6

7 Procedures Warranty Registration: All Webasto Air Conditioning Units will have a product registration card included in the box. If a product registration card is not received by Webasto within 30 days of installation, the product owner must provide the original proof of purchase or the Air Conditioning units warranty period will roll back to the date the HVAC unit was sold to the Webasto authorized distributors and not the date of installation. When the product is properly registered, it ensures the warranty period for the maximum time available. Webasto Distributors have the option of submitting this information on behalf of the product owner prior to delivery by logging into the Webasto Academy ( ensuring their customers receive a full factory warranty. Without registration, a product owner will have to provide a proof of purchase to take advantage of the limited warranty during the applicable warranty period. Procedure for Performing Warranty Work As a trained installation center for Webasto, the technician has the proper skills to troubleshoot and repair Webasto Air Conditioning System. The facility must provide their technicians with all the necessary tools required to properly diagnose Air Conditioning Systems. Technical publications such as technical manuals, parts manuals, and service bulletins are available via the Webasto technical website ( Newsletters are periodically sent out which also include informational product updates. It is important to maintain these publications and refer to them when needed for proper diagnosis and repair of Webasto Air Conditioning products. For questions, contact Webasto Technical Support for further assistance. (800) Once the product and installation have been examined and proper repair steps determined, the warranty work must be performed by Webasto personnel or a Webasto authorized distributor. Ensure to use the information provided via the above mentioned methods combined with the validated Webasto training and skills to correct the cause of the problem. Repair Performance 1) A check of connectors fuses and wiring should be performed prior to conducting any diagnostic test procedure. 2) Using the appropriate service and repair manual, the technician should proceed to test and diagnose to isolate defective components on the Air Conditioning model in question. 3) Proceed with component removal and installation. 4) Perform post-repair operational testing. 7

8 Claim Submission Online Claim Submission Warranty claims are submitted online ONLY after Webasto Thermo & Comfort N.A., Inc. has authorized dealer access to the claim system. This access is separate from the technical website login credentials. To request access please contact your Regional Sales Manager or the Warranty Administrator at (800) Online Warranty System: 1. Warranty claims must be submitted within 90 business days from the date of service. 2. ALL warranty claims must be accompanied by the associated product serial number. If the serial number cannot be validated during claim submission the system will require a copy of the original sales invoice to continue. 3. Approved claims will be reimbursed by a Credit Memo to the associated master distributor account. 4. Webasto will process approved claims or product returned for evaluation within one (1) month of receipt at WTNA. 5. If a part return is requested the system will generate a printable packing list and shipping label including the necessary RMA information. Ensure to include the packing list with the part return. IMPORTANT NOTICE: Webasto Thermo & Comfort N.A., Inc. must receive the warranty claim within 90 days of the service repair date. Claims submitted more than 90 days past the date of repair will be rejected. Return Materials Authorization (RMA) A Return Materials Authorization (RMA) is required from Webasto prior to returning any product. The Webasto warranty / returns department will provide the distributor with an RMA number and shipping instructions. Depending on the reason for return, there may be a 20% re-stocking fee. The RMA number must be prominently displayed on the shipping container and referenced on all correspondence pertaining to the returned product. To contact the Webasto warranty / returns department: (800) or (810) Please have the following information available prior to calling for an RMA: The serial number and/or original invoice number The reason for return. INPORTANT NOTICE: When any product is returned without an RMA, there will be a $50.00 administration fee charged to the associated distributor account. Claim Reimbursement: Labor Times - Recovery is based on the applicable labor time guide starting on page 9. Labor Rate - Recovery is based on the standard distributor service rate, which is a published / verifiable rate. Parts - Recovery is based on component cost plus markup for shipping and handling. Refused Claims: In the event that a claim is refused or adjusted, the distributor will be properly notified outlining the reason for the adjustment or refusal. Replacement and removal of a complete Air Conditioning System, as a means of repair, is not covered. 8

9 Flat Rate Labor Guide Maximum allowable labor time is a combination of testing and diagnosis and one of the following operations: 1. Exterior component repair 2. Easily accessible component repair 3. Complete dismantling repair and reassemble. Testing and diagnosis allowable time includes post repair operational testing. Claims with labor times exceeding the times listed in this manual without approval, in writing, will be adjusted accordingly. Labor Time Guides Operation Code Components Time (minutes) SA1 Compressor support kit replacement, disassembly/reassembly of compressor and belt included. 150 SA2 Only compressor replacement (e.g. SP15/SP21) 150 SA3 Only belt replacement 60 SA4 Evaporator replacement that does NOT require the complete dismantling of the dashboard. 120 SA5 Evaporator replacement that require the complete dismantling of the dashboard. 360 SA6 Evaporator or heater replacement - (Roof Top Unit) 150 SA7 Front and under chassis condenser replacement 120 SA8 Condenser replacement - (Roof Top Unit) 150 SA9 Refrigerant pipes, fittings, seals (0-ring), expansion valves, filters, water valve and hoses. 60 SA10 Refrigerant pipes, fittings. Seals (0-ring), expansion valves, filters, water valve and hoses. (Roof Top Unit) 90 SA11 Fan replacement (axial and blower fan) for internal Roof Top Unit 60 SA12 Relays, pressure switches, thermostats, switches and fuses 30 SA13 Relays, pressure switches, thermostats, and switches - (Roof Top Unit) 45 SA14 Control head replacement 30 SA15 Wiring harness replacement 60 SA16 Wiring extension replacement - (Roof Top Unit) 60 SA17 Idler pulleys, pulleys, belt tensioner, belt tensioner bracket replacement 60 SA18 Air duct (s) replacement 60 SA19 Cover replacement - (Roof Top Unit) 45 SA20 Diagnosis time 60 SA21 Evacuate / System Vacuum + Refrigerant Charge (oil refilling included) 120 9

10 Appendices Appendix A: Limited Non-Transferrable Warranty LIMITED NON-TRANSFERABLE WARRANTY Webasto Thermo & Comfort North America, Inc. (hereinafter referred to as Webasto) warrants their Air Conditioning Systems against defects in material and workmanship for one (1) year effective at the time of installation or vehicle registration date for Original equipment installation (OE). This warranty period may not exceed 18 months from the original date of sale by Webasto. This warranty period shall be superseded by a contractual agreement. Replacement parts are covered for six (6) months or the remainder of the original warranty period, whichever is longer. Replacement heaters are considered a Replacement Part. The intent of the Webasto warranty is to protect the original end-user of the Air Conditioning Unit from such defects and provide free repair and replacement of defective parts in the manner provided herein. During the warranty period the exclusive remedy will be for Webasto, at their discretion, to repair or replace those parts which are demonstrated to be defective in material or workmanship. While warranty is provided to the original end-user, it is to be administered and serviced by Webasto personnel or through an authorized Webasto distributor in accordance with the Webasto warranty policy or contractual agreement between Webasto and a second party. Information concerning all warranties may be obtained by calling (800) Limitations: Webasto specifically excludes and limits warranty from the following: - Normal wear of service parts: (filters and fuses are not covered). - Removal and replacement of Air Conditioning Unit. - Damage to product in transit. All claims must be filed with carrier. - Improper installation, which is not in accordance with valid, supplied installation instructions or approved OEM applications. - Deterioration due to normal wear, corrosion, abuse, damage, accident, improper storage or operation. - Modification of product by alteration, use of non-genuine parts or repair by unauthorized personnel. - Economic loss for expenses related to travel, vehicle disability, personal injury or other incidental or consequential damages arising from any breach of this expressed warranty. Owner s Responsibilities: 1 Improper or incorrectly performed maintenance or repair voids this warranty. 2 A Warranty Registration Card is included with the sale of each Air Conditioning System. It is the owner s responsibility to complete this card and return it to Webasto for registration. A proof of purchase is required for all Air Conditioning Units that are not registered. THIS WARRANTY IS NON-TRANSFERABLE. IMPLIED WARRANTIES INCLUDING THAT OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE EXPRESSLY LIMITED TO THE DURATION OF THIS WARRANTY. WEBASTO DISCLAIMS ANY LIABILITY FOR SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES. THE LIMITATION AND EXCLUSIONS VARY AMONG STATES AND CANADIAN PROVINCES AND MAY NOT APPLY TO YOU. YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY AMONG STATES AND CANADIAN PROVINCES.

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12 Org. 8/4/14 Rev. 1/19/15 Ver. 1.8 Webasto Thermo & Comfort N.A., Inc North Road Fenton, MI USA Phone: Fax: Internet: