customer InFormatIon & total cost - Goodman Manufacturing

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2012 Goodman ® Distributor Manual ◊ have incomplete or illegible warranty claim information, and/or ◊ received damage due to improper packaging. • Distributor is responsible for freight charges on full warranted parts shipped to/from the Dealer or servicer. warranty polICy Product accessorIes • All product accessories, including thermostats, are warranted for one year from the date of installation (parts only). • The original product accessory invoice given to the homeowner must be furnished as documentation when applying for in-warranty replacement credit. • When an in-warranty accessory must be replaced, that replacement is warranted only for the remaining balance of the original failed accessory. sealed-system rePaIr requIrements • The filter dryer/strainer must be replaced any time a sealed system is opened for component replacement or leak repair. Therefore, consider the filter dryer/strainer as having the same warranty coverage as the component being replaced. When needed, a suction line filter dryer should be added to further protect the system; therefore, it too would be covered by the warranty. • For full-warranted products or GoodCare claims, when two or more of the refrigerant system components need replacement at the same time, only the larger applicable labor allowance will be provided. sealed-system reFrIgerant caPture • The allowance to handle refrigerant capture on a sealed system repair on warranted products, project codes for sealed system repair, and GoodCare claims is $50.00 and $15.00 for PTAC repairs. The refrigerant allowance is $50.00 for all systems. These rates are based on the average time required to handle and install the recovery unit itself. It is not intended to cover the actual time used in the recovery process, which is equivalent to, or less than, the normal time previously required to properly and safely bleed off the refrigerant charge. If additional time is required for recovery over and above the normal bleed-off time, a number of variable factors may be the cause. These include such factors as recovery equipment capacity/ capability, technician experience with the equipment, size of hoses used, system restrictions (valve cores), etc. • The current Class C, D, and E, and G rates (system repair and for compressor replacement service) are considered sufficient to cover the average total time required, including refrigerant recovery time. • For sealed system repairs, the servicer will receive labor reimbursement, (Class C, D, or E) refrigerant reimbursement, and applicable parts reimbursement. Filters and TXV valves are covered by the Class G rate. Warranty claIms • Do not return any parts to Goodman except as described below in the Parts Return Analysis section. The Distributor is responsible for performing warranty validation and audit functions before processing warranty claims to the factory, including providing all required information. • Warranty claims by Dealers should be validated carefully before credit or replacement is issued. ◊ Check the warranty claim thoroughly to be sure all requested information is provided. Warranty claims for any items with missing information will be denied. ◊ Check the part number on the warranty claim against part number of the defective part. If there is a discrepancy, check the unit model number. If the part received is not used on the unit model as indicated on the warranty claim, do not accept the part. ◊ Verify the vendor date code on the defective part to determine the age of the part and manufacture date of the unit. • Compressor serial numbers are validated electronically with the vendor. It is important to enter the correct compressor model and serial number on each claim. Claims with Invalid serial numbers will be rejected. • Amount of credit will be issued at Distributor price of the replacement part(s) in effect at the time of failure. • Any parts received in the Warranty Dept. will be returned FREIGHT COLLECT to the sender (see Parts Return Analysis section for exceptions). • The warranty period is not extended by repair or replacement of any component under the terms of the warranty. Any replacement part provided through Goodman will be warranted only for the remaining effective period of the original product warranty. www.goodmanmfg.com
warranty polICy www.goodmanmfg.com 2012 Goodman ® Distributor Manual • Date of original installation is defined as the time when the unit is placed, wired, piped, and in operating condition. • Warranty claims must be filed with Goodman within 45 days of fail date. If Goodman receives claims beyond the specified time limit, credit may be denied. • The Distributor should instruct Dealers that all failed parts are to be returned to the Distributor. The Dealer is not to return parts to Goodman, and parts should not be given to the homeowner to return to Goodman. consumer/dIstrIbutor audIt Program consumer Goodman, at its discretion, will randomly survey homeowners who have had product repair(s). The consumer will be contacted directly and asked to respond to questions on the type and quality of service. Should the results of the survey indicate poor service quality or any other concerns with the servicer, the survey results will be forwarded to Goodman’s Technical Services Department. Technical Services personnel will discuss the results with the Distributor and determine appropriate action and/ or training required for the servicer. dIstrIbutor Goodman, at its discretion, may audit warranty claims and may solicit additional information including the dealer invoice for warranty parts. Note: If a fraudulent claim was filed, Goodman reserves the right to pursue legal actions. Federal laW requIrements* • Goodman must issue 1099 information returns to all servicers who are not corporations and receive more than $600.00 per year in payments from Goodman. • A social security number or a Taxpayer Identification number must be provided before processing checks for any company or individual. • Payment information for labor and parts will be accumulated and reported to the servicer and to the Internal Revenue Service under the taxpayer identification number provided by the servicer. * These requirements do not apply to authorized servicers whose businesses are corporations. Products sold on the Internet No warranty is offered on Goodman brand equipment purchased by consumers over the Internet, including web-based auctions, telephone, or other electronic means, unless the seller is also the installing contractor. extended Warranty ProcessIng If the standard warranty has expired and an extended warranty is in force, Distributors should file claims for parts using the Distributor or Dealer online warranty processing system ID in the “Submitting for” field when “exchanging” parts with Dealer. In this case, “part” credit will be applied to the Distributor’s parts account. If the Dealer files the claim online, the part may be field-scrapped unless required to return the part for analysis. Part reimbursement will be issued directly to the servicer at the Goodman-suggested list price of the part plus ‘part mark-up’ at the time of the homeowner’s request for service. Other special programs are handled under the terms of the specific program. unIt rePlacement WarrantIes To qualify for the lifetime unit replacement warranty in the event of a compressor or heat exchanger failure, the unit must be: • Located in a single family residence • Registered by the homeowner within 60 days of installation on the Goodman website (www.goodmanmfg.com) or the Amana website (www.amana-hac.com) • Installed with a properly matched new indoor coil or air handler. • Distributor must complete an HVAC Request Form for Unit Exchange, for all in-warranty unit exchange claims. The HVAC Request form can be sent via fax to 713-655-5860, or electronically to WarrantyHVACRequests@goodmanmfg.com for approval. The approved form will be returned to the Distributor within one business day. Attach a copy of the approved HVAC request form, test data information, and a copy of the failed unit serial plate to the Unit Exchange Claim submitted through the online warranty processing system. Failure to include this information will delay the claim approval process.
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