Home Standby Generator. Warranty Policies and Dealer Service Guidelines

Transcription

1 Home Standby Generator Warranty Policies and Dealer Service Guidelines United States & Canada Rev

2 WARRANTY POLICIES & PROCEDURES General Information It is important to read/understand and follow the policies, and equally important to understand and follow correct filing procedures. Complete and accurate information is required so that Champion Power Equipment is able to fulfill its warranty responsibilities and to reimburse dealers promptly. All policies and procedures noted herein are subject to change without notice. Freight Damage and Shortage The receiver is responsible for checking equipment received against the freight bill. Number of cartons or crates must agree with number of items listed on the freight bill before a delivery receipt is signed. Any missing cartons or crates and signs of damage must be noted on the delivery receipt and get the driver s signature. It is the customer s responsibility to file a claim with the freight company for damages and/or shortages of crates and cartons. Crates and cartons should be opened upon receipt and given thorough inspection. If contents are damaged from handling, request a concealed damage inspection report from the freight company within 15 days of delivery. Concealed damaged may have occurred even though crates and cartons appear undamaged. It is the receiver s responsibility to file claim with the freight company for damages. Champion Warranty Claims Policy Champion Power Equipment must be contacted prior to any product inspection or warranty repair to obtain authorization. Please contact at or fax or hsb@cpeauto.com, Monday through Friday during the hours of 8:30 AM to 5:00 PM (PST/PDT) with the following information: Model #: Serial#: Date Purchased: Date Warranty Service Requested: Initial Issue Claim (what s wrong): Anticipated # of shop hours for repair: Champion will respond with authorization to conduct the inspection/repair.

3 All claims for warranty service must be accompanied by the original and/or copy of the customer s valid proof of purchase, unless otherwise authorized/confirmed directly by a Champion Power Equipment representative. Any warranty claim not accompanied by an original/copy of valid proof of purchase or authorized by a Champion Power Equipment representative could possibly be denied. Make sure to document and/or obtain approval for all warranty claims performed and submitted. Response to Your Warranty Claim The Champion Power Equipment Warranty Department will respond to your warranty claim in one of the following ways. 1. A check to indicate the amount of reimbursement for the claim. 2. A request for additional information or parts returned. 3. A rejection of the warranty claim. Payment of Warranty Claims Warranty claim payments are subject to compliance with the published Warranty Policies and Procedures Manual. This includes compliance with the Time Analysis Guide/Flat Rate Manual, timely submission of a warranty claim, and the results of all parts testing. Champion Power Equipment reserves the right to adjust the amount claimed in order to achieve compliance with the Policies and Procedures Manual. If extra time is required beyond Flat Rate, please provide an explanation. Mobile Service and Mileage Allowance for Home Standby warranty repairs may be claimed at the rate allowed by the IRS (today 56.5 per mile) with a 200 mile round trip limit. This allowance should be added to the claim form allowed by the in the mileage box provided. Mileage reimbursement is provided to Warranty Dealers during year 1 and 2 of the warranty period. Claims processing is manual and results in the generation of a check. If you believe that more credit is due to you, respond immediately to the Champion Power Equipment Customer Service Department. The warranty payment process begins when the claim is received at our Santa Fe Springs, CA address. Warranty Repair claims will be approved for payment within a 1 week time frame. You may an imaged claim, fax or mail your claim.

4 Champion Dealer Website Portal Champion Power Equipment ( is your entry point to obtain basic information about all Champion products including Home Standby Generator products. Your Dealer Only Portal tab is located on the Champion Power Equipment home page. Simply click and log in providing your Dealer ID Number and password. The Portal provides you with access to product information, special sales programs, FAQs, technical and service manuals, illustrated parts lists, part and price lists and methods to order parts 24/7. Service Manual, Owner s Manual, Installation Manual All Service and Owner s Manuals may be accessed on the Champion website through your Dealer Portal. Owner s Manuals contain all maintenance information and general operating instructions. All machines are shipped with an Owner s Manual and Installation Manual. These manuals are available on both the consumer and dealer portions of the Champion website. Service Manuals are available for qualified dealers only. The Service Manual is available for download through the Dealer Portal. Your most up to date materials and documents will be found online. Illustrated Parts Lists, Schematics and Parts Lists In order to troubleshoot service problems and perform repairs and maintenance, Champion Power Equipment has developed highly detailed illustrations and schematics that are available both online and in paper form. A complete descriptive Parts List with part numbers and prices is also provided to our dealer partners. Price lists show dealer acquisition cost and suggested list price.

5 Order Types Parts Ordering Process 1. Recommended Dealer Stock Champion Power Equipment has prepared a model stock of high demand service parts that dealers may purchase at an introductory price. Consult your Champion inside salesperson for more details. 2. Maintenance Ready Kits Have exactly what you need for annual generator maintenance for your customers in easy to buy, stock and use kits. Order by model number and ask about Fall special prices. 3. Stock Orders Stock orders may be placed monthly on the first (1st) and fifteenth (15th) of the month. Special freight terms apply and orders are shipped within 10 working days of receipt. Ask your Champion inside sales person about specials that may be available from time to time. 4. Emergency Machine Down Order As the name implies, you need it yesterday. Emergency orders received by noon are picked by 3 pm and readied for shipment. Expedited freight charges are added to the invoice as a premium charge. These orders will be placed by phone through your inside sales contact. 5. Backorders Backorders will be consolidated and shipped with new orders unless otherwise requested. Call Center Support 1. Sales Support Information Your Champion inside sales person can assist you with locating all the important details to support making a product sale. Product literature, FAQs, generator sizing tools, and feature and benefit data can also be found on the Dealer Portal. 2. Technical Support Champion s Tech Support Line aka Ask a Tech is available to assist service centers locate parts, resolve service problems and aid in providing engine and generator troubleshooting assistance. hsb@cpeauto.com 3. Contact Information Address Champion Power Equipment, Inc. Customer Service Smith Avenue Santa Fe Springs, CA Customer Service and Technical Support Mon Fri 8:30 AM 5:00 PM (PST/PDT) Toll Free: Fax No.: hsb@cpeauto.com

6 Training and Product Updates Service manuals, instructions, troubleshooting guide, FAQs and YouTube Video Library are ready sources of technical support to help train you and your staff. These resources may be found on the Champion website ( either consumer or dealer only portal. Product updates, new product releases are provided to Champion Dealer family members via . Bulletins From time to time important and time-sensitive data is exchanged with Dealers. Please consult the Champion Dealer Bulletin Board for more information. Bulletins are posted for dealers only and must be accessed through the Dealer Web Portal. Special Tools Dealers and Dealer Technicians are to provide their own standard mechanical tool sets, diagnostic devices to measure RPM, amperage and frequency. From time to time Champion may elect to source and sell special use tools for work on Champion Home Standby Generators. Your Champion inside sales person can provide more information. All specialized tools required for Champion Home Standby products will be shipped to Service Dealers at no charge.