customer InFormatIon & total cost - Goodman Manufacturing

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2012 Goodman ® Distributor Manual PurPose • To administer compensation for warranty and GoodCare® reimbursement on Goodman brand products according to the terms and conditions of the product warranty and GoodCare agreement • Goodman parts may be sold only to licensed or certified heating and air conditioning technicians standard Product Warranty overvIeW • Goodman provides a limited parts warranty on all heating and cooling products. • The effective date of the warranty is the date the Consumer purchases the product, and only applies to the original installation. Under certain strictly controlled conditions, Goodman may agree to an alternative effective date. • Customer proof-of-installation at a new residence can be one of several documents: utility start-up documents, occupancy permit, Distributor and/or Dealer Invoice, or closing papers showing date of ownership. (Loan papers will not be accepted.) • Warranty reimbursement will be made according to the product warranty certificates that are shipped with the manufactured units. • At the time of installation, the Dealer should present the warranty certificate to the homeowner, explain the warranty coverage, and answer any questions. The homeowner should keep the warranty certificate, with the bill of sale, in a safe place for future reference. Product regIstratIon • Product registration is permitted only online at www.goodmanmfg.com or www. amana-hac.com. • All products must be registered online within 60 days of installation for the limited 10-year parts warranty for the original homeowner and applicable limited lifetime product warranties. • Product registration is not required for installations in California or Quebec. electronIc Warranty submIssIon Filing warranty claims via the online warranty processing system website expedites the issuance of warranty credits and significantly reduces the volume of paper associated with warranty processing. The online claim form does not follow the format of the paper warranty claim form (RF000007) but requires the same information. All warranty types (Part, Product, Extended Warranty, Unit Exchange and Special Labor Allowance can be submitted via the online warranty processing system (see Special Labor Allowance Program section). A Distributor must have log-in access in order to submit claim requests. Contact the Warranty Administration group if you need assistance. The advantages of filing claims electronically: • Most electronic claims will be processed within one business day. The exceptions are Unit Exchanges, Concessions, and Special Labor, which require review and additional documentation. Credits are posted to your account usually within 7-10 business days. • You will be notified immediately of approval or denial and of any electronic claims that contain incomplete or missing information. The claim can be saved until you have the correct information, at which time it can be submitted. • It is critically important that Distributors maintain Dealer mailing information as well as email addresses in the online warranty processing system. Checks are mailed to the address in the system. contact InFormatIon warranty polICy goodMan warranty dePt. 7401 Security Way Houston, TX 77040 877-688-9191 Option 1: Standard Warranty Option 2: Extended Warranty Option 3: Product Registration 713-586-8096 — Fast Fax warrantyclaims@goodmanmfg.com goodMan consuMer aFFairs 7401 Security Way Houston, TX 77040 877-254-4729 Customerservice@Goodmanmfg.com goodMan helPdesk 713-861-2500, x5400 goodMan weBsite www.goodmanmfg.com goodcare® registration 713-863-5334 — Phone 713-331-3275 — Fax warranty questions or issues warranty.issues@goodmanmfg.com www.goodmanmfg.com
warranty polICy www.goodmanmfg.com 2012 Goodman ® Distributor Manual • Distributors should maintain current employee user’s access to the online warranty processing system by deactivating former employees and creating log-ins for new employees. • Dealers can also file claims in the online warranty processing system thus reducing the amount of data entry required for claim submission. Distributors must review each Dealer-submitted claim before credit will be issued. IRS form W-9 may be required for labor payments. (See the Taxes section below.) electronIc submIssIon oF evaPorator coIl claIms Claims for the replacement of serialized coils must be filed using the claim type “Unit Exchange” in the online warranty processing system. Both failed and replacement model and serial numbers must be provided. The replacement coil will assume the remaining warranty period of the original coil. Parts Warranty PolIcy In-warranty parts, replacement part credits, and part exchanges will be handled through the Distributor from whom the parts were purchased. Parts replaced in a unit covered by the manufacturer’s warranty do not carry any additional coverage beyond the expiration of the original product warranty. Parts replaced under GoodCare terms are not required to be returned and may be field-scrapped by the servicer. GoodCare parts reimbursement will be issued directly to the servicer at the Goodman-suggested list price of the part at the time of the homeowner’s request for service. The suggested list price can be found in the Good Parts section of PartnerLink. Other special programs are handled under the terms of the specific program. From time to time, Goodman may require selected parts to be returned for quality analysis. Notification is displayed in the online warranty processing system where a packing list can be printed when parts are required to be returned for credit. A list of the selected parts is available in the My News section of the online warranty processing system. Other parts should be held until the claim is approved. rePlacement Parts Warranty • Replacement parts installed within the product warranty period are warranted for the remainder of the part coverage under the original product warranty. Parts replaced outside the product warranty are warranted to be free from defects in material or workmanship for a period of one year from the date of purchase. • The homeowner is responsible for providing proof of the part installation by providing a bill of sale, copy of service order, or parts receipt to Goodman. • Goodman’s responsibility is limited to reimbursing the Distributor for the cost of replacement parts. Expenses such as labor, shipping charges, etc., will be the responsibility of the homeowner. rePlacement Parts (For out-oF-Warranty unIts) • The warranty on compressors and service parts purchased outside of the product warranty is one year from the date of installation. • The invoice number of the original parts invoice to the Dealer must be furnished when submitting a 12-month parts warranty claim. Twelve-month part warranty claims are restricted to parts sold and/or installed and does not apply to selfdamaged products. • Replacement components installed within the product warranty period is warranted for the remainder of the component coverage under the original product warranty. Parts replaced outside the product warranty are warranted to be free from defects in material or workmanship for a period of one year from the date of purchase. • Complete homeowner information, including telephone number, is required for all 12-month parts warranty claims. • The homeowner is responsible for providing proof of the parts installation by providing a bill of sale, copy of service order, or parts receipt to Goodman. • Goodman’s responsibility is limited to reimbursing the Distributor for the cost of the replacement part. Expenses such as labor, shipping charges, etc., will be the responsibility of the homeowner FreIght PolIcy For returned Parts • A freight allowance is paid on all parts returned for quality analysis. The parts should be returned to the facility listed on the packing list. A 20% handling charge will be assessed on parts returned to Goodman that should have been: ◊ field-scrapped,
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customer InFormatIon & total cost - Goodman Manufacturing

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