Warranty Requests

For sales reps and office staff

Why We Do This

A warranty claim without a paper trail turns into he-said she-said, and the company eats the cost by default. When every claim goes through the form, it gets matched against the sale, the unit's history, and the install records, so the customer gets a fair, fast answer and the company only pays for what is actually ours to fix. It also protects you: you are never the one deciding or defending a claim on the spot.

When to Use It

Any time a customer reports a problem with an appliance they bought from us, whether they call, walk in, or catch you on the floor. The claim goes into the warranty form, every time, even if you think you know the answer.

Step by Step

Open the Warranty Request form (on the website, or submit it with the customer if they are in front of you).
Enter the name, phone, and email on the transaction, and answer whether the appliance was delivered or picked up.
Enter the service address, including the gate code or access instructions if the property is gated.
Pick the appliance type, enter the brand if known, and describe the problem in the customer's own words. Add a photo if the customer has one; it speeds up diagnosis.
Submit. Tell the customer the claim is in and the office will contact them. Do not promise an outcome.

What Happens After You Submit

The claim lands on the warranty board and moves through review: In Review, then Approved, Swap Out Approved, Send Technician, or Declined with the reason.
The claim is cross-checked against the sale and the unit's records, including install and dryer-vent history where it applies.
The customer is contacted with the decision through the office. Every decision is a management call, never automatic and never yours to make on the floor.

Do and Do Not

Do get the claim into the form the same day, using the name, phone, and email exactly as they appear on the sale.
Do write down the customer's exact complaint.
Do not promise a swap, a technician, or a refund. The board decides.
Do not handle a warranty problem off the record, even to be nice. An undocumented fix costs the company twice.