To open a new claim, call your Extended or Manufacturer's Warranty Company and go through the required steps. Each company is different and they require different information to open the claim, but there are customer service agents ready to walk you through the initial set up. We are happy to provide contact information and support through the process if requested. Be prepared to submit a bill of sale or proof of purchase with a visible date of purchase, model/serial number, purchase location, type of product and brand.
All warranty companies require an authorized service repair company to come out to your home and make an official diagnosis on your unit before any repairs can be done. Unfortunately, there is no way around this step. We do our best to get your service scheduled as soon as possible to avoid any extra delays to this process. We would also like to apologize in advance for any scheduling confusion with your warranty company. We have asked them multiple times to please stop scheduling our customers since we are an independent company and we do have our own schedule. If you have not spoken with us directly, we do not have you on our schedule.
After the diagnosis has been made, an authorization request is created and sent to the warranty company for repair approval. Authorizations consist of specific part pricing and labor to install the required part(s) for the repair. Processing times vary depending on the company. As stated in your warranty contract, any work done on the unit without an authorization approval can lead to violation of your warranty contract which could potentially void the entire contract and risk termination of all warranty services. Authorizations can be issued differently depending on company. A Partial Approval will hold a remaining balance not covered by warranty. For example, certain parts can be excluded from your warranty, a deductible can be due for each part needed or they may cover all parts but not labor for the repair. A Split Authorization is when the Extended and Manufacturers warranty split the repair costs and each issue partial approvals. This type of authorization is a little lengthier of a process due to the required second authorization request thru the Manufacturer, but is considered a full approval to the customer.
We are able to order the required parts after full approval is confirmed. Full approvals are no cost warranty repairs and they have two different types of part processing. Parts can be authorized to source thru our distributor or they can be sourced thru warranty and shipped directly from the Manufacturer. Allow up to (14) business days for parts shipped thru warranty and (3-14) business days for parts shipping thru our distributor. Part arrival times will differ thru our distributor depending on part location, type and supply. Parts with high demand may hold a longer arrival time due to backorder delays. We make sure to check part statuses on a daily basis in order to keep our customers updated as much as we possibly can to provide a dependable experience. For Partial Approvals, the customer is given the choice to take care of the remaining balance. In this case, part ordering can proceed after the required deposit is made or we have confirmed payment on file.
Parts must be checked in by our Service Manager to confirm all parts are correct, not missing and not damaged. Once all required parts for the repair are checked in with no defects, we will contact the customer to schedule the repair. Certain repairs hold different durations than others depending on severity. Major repairs are scheduled with limitation due to the longer repair duration and can only be scheduled as we see fit. Keep in mind that major essential repairs will take priority over non-essential repairs. We try to accommodate all of our customers scheduling requests as much as possible, but please be aware that our big family has multiple service areas and we only service certain areas each day of the week.