customer InFormatIon & total cost - Goodman Manufacturing

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2012 Goodman ® Distributor Manual warranty polICy This claim must be filed as warranty type Unit Exchange, providing the replaced model and serial number. List the compressor model and serial number in the “Service Performed” field (not in the “Part Detail” field). The unit’s rating plate and the compressor serial plate may be attached to the claim in the online warranty processing system. If the claim requires additional information, an email will be sent to the submitter of the claim. The claim status can be reviewed in the online warranty processing system. qualIty InsPectIon return Contact Technical Services, Engineering, or the Reliability Laboratory to arrange for the return of any unit for inspection and evaluation. A warranty credit will be issued to the Distributor if the unit is determined to be defective. If the inspection reveals no fault, the Distributor has the option to have the unit returned at the Distributors expense or scrapped. The Distributor will be notified if no fault is found. The Distributor should file a claim as a unit exchange as described above. Parts return analysIs To reduce the incident rate and improve the overall quality of Goodman products, we will periodically request the return of certain parts for analysis. The user entering the claim will be notified if they have keyed in a part number on the required return list. A list of these parts can be found in the My News section of the online warranty processing system. Shipping instructions will be provided for the return of these parts to the appropriate analysis facility. The Distributor will receive a freight allowance for each part returned from the list. labor Warranty PolIcy • GoodCare Extended Service labor will be handled directly with Goodman. • Labor for other special programs will be handled under the terms of the specific program. • For repeat service, the authorized servicer is responsible for providing the labor costs on a service call that occurs within 30 days of a prior call, or 120 days in the case of a sealed system, unless the nature of the service indicates that a shorter period may be in order. • When labor reimbursement is to be paid, send Copy 2 of the claim form to the Goodman Warranty Dept. • Use the Labor Rate Schedule for GoodCare as a guide for Dealer payments. • Policies for PTAC and RAC units only: ◊ Claims for in-warranty labor may be filed in the online warranty processing system. Dealers must have access to the system and claims should be filed on their behalf. ◊ Labor allowance for in-warranty service and GoodCare Extended Service will be calculated using the service class rates as outlined in the Authorized Service Agreement and the labor payment schedule for the product. sPecIal FIeld reWork Programs • Goodman may issue specific instructions for conducting product inspections or repair in the field should it become necessary. Instructions may vary from the current established policies and procedures. • The Distributor is responsible to ensure special program procedures are followed and completed for all units involved. Note: No exchange allowance is given to the Distributor unless specifically stated on the authorization or as part of a special program. taxes mandatory 20% Federal Income tax WIthholdIng Servicers (that are not corporations and for which a taxpayer identification number is not on file) will be subject to a mandatory 20% Federal Income Tax withholding on labor and part reimbursements for in-warranty labor, GoodCare parts/labor, and unit exchanges. sales tax Sales tax reimbursement for in-warranty parts is issued at the time of credit processing for parts. Sales tax reimbursement is based on state and/or local regulations covering taxability of parts used under a manufacturer’s warranty. Sales tax credit is issued only if tax was charged at the time of part purchase. www.goodmanmfg.com
2012 Goodman ® Distributor Manual PurPose To provide Distributors with funding to assist Dealers with the cost of repair or replacement of a Goodman product outside the scope of standard warranty coverage. The Special Labor Allowance (SLA) Program is intended for use in situations where labor or product reimbursement is deemed appropriate and is not otherwise provided by any standard or applicable extended warranty. methods • Authorization for use of these funds to reimburse a Dealer is at the discretion of the Distributor. • This program may be used to cover expenses incurred in the event of a unit failure within the first 30 days of operation (see DOA Policy). • This program may be used to cover Distributor reimbursement for Goodman- referred customer product complaints. • Goodman reserves the right to debit the Distributor’s SLA fund in order to settle a contractor or consumer complaint. • Claims under the SLA Program are intended to reimburse for actual costs incurred and not for the Dealer’s cost-plus profit. • Reimbursements are not intended to cover freight or handling damage. • This fund is set up to cover future customer problems; therefore, the Distributor has no claim to any accumulated funds in the event that Goodman’s relationship with the Distributor is terminated for any reason. • Use the GoodCare labor rate schedule as a guide for Dealer reimbursement. account FundIng • Goodman will calculate the balance of the Distributor’s SLA fund using the Distributor’s calculated balance based on purchased product. At the beginning of each week, Goodman will add an accrual amount based on the Distributor’s previous week’s purchases to the Distributor’s SLA balance. At the same time, Goodman will subtract from the balance the impact of claims that were debited against the account during the previous week.. • Any claims not covered by standard warranty or that have not been expressly discussed in a bulletin from Goodman Tech Services will be applied to the SLA program if the SLA fund balance is positive. This includes the exchange of DOA units. • Upon request, the Goodman Warranty department will provide the current account balance to the Distributor. This information is also available online at our PartnerLink site. claIms ProcessIng • Only Distributors may file SLA claims in the online warranty processing system. Select warranty type “Epidemic” and authorization code 8530. Dealers/Contractors do not have access for SLA requests. ◊ Fully document the reason for the request for SLA in the “Service Performed” and “Comment” sections. ◊ Enter the requested labor amount. ◊ The claim will be reviewed by the Warranty Department; if the claim is denied or additional information is required, an email will be sent to the person who submitted the claim. • Claims that are not sufficiently documented will be rejected and must be resubmitted for consideration. • Only one unit may be referenced per claim form. In the case of a unit exchange, warranty polICy: contact InFormatIon speCIal laBor goodMan warranty dePt. 7401 Security Way Houston, TX 77040 713-586-8096 — Fast Fax allowanCe program www.goodmanmfg.com
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customer InFormatIon & total cost - Goodman Manufacturing

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