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Warranty Claims Revisited
by Ed York, Manager, Customer Service & Tech Support One of the missions of Customer Service & Technical Support is to continually look for ways to serve S-TEC dealers better. About April 1st you should have received a core return card with each warranty & non-warranty exchange component. This card contains the Customer I.D. Number, Name, Shipping Order Number (CR#), Date, and Part Number. We need the "reason for removal" portion of the card completed and returned with the CORE. This information will help expedite your credit and ensure the faster return of your CORES. It will also insure our availability of components for exchange and reduce shipment delays. Another subject we'd like to cover is Warranty Labor Claims. Last summer we sent a revised Warranty Handbook to all S-TEC dealers (if you need a copy call us). If you have not read the warranty handbook we suggest you do so before submitting your next claim. With your cooperation we can expedite the claims. Some dealers are still submitting Labor Claim forms (AEA 101) with incomplete information. The most commonly omitted item is "Proof of Warranty". This topic was addressed Continued in the June 1996 S-TEC Approach and we have reprinted that information here for your reference. "We want you to get paid promptly in your efforts to keep S-TEC systems flying and your customers happy. The primary cause for a delay in a warranty claim payment is the lack of "Proof of Warranty" submitted with the claim. As outlined in the Warranty Procedure manual, acceptable "Proof of Warranty" can be:
1) a Warranty Certificate Number, If you'll send one of these with your claims we'll pay you promptly. Unfortunately, if we don't receive the proper "Proof of Warranty" with your claim, our only alternative will be to return the claim unpaid. These claims will have to be resubmitted when the "Proof of Warranty" is included." We are still receiving some returned component cores and repairs through brokerage houses from our international dealers. As a way of reducing your costs we suggest you follow the procedures outlined in Sales Memo No. 2-97, "Return Of Overseas Materials". If you need a copy of this Sales Memo give us a call. We appreciate your cooperation. By working together we can better serve you and your Customers. Our warranty administrator can now be reached via e-mail at support@s-tec.com |