HOW TO PROCESS A WARRANTY CLAIM
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- Marlene Strickland
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1 HOW TO PROCESS A WARRANTY CLAIM Anytime! Free of charge! Connect to ❶ Select CIS (Customer Information System) ❷ Enter customer number and password and press Continue ❸ Select Business Applications from the menu ❹ Select Warranty ❺ Select Warranty Claim Entry ❻ Enter your warranty claim on-line in an electronic template ❼ Save your warranty claim as draft, or submit on-line We strongly encourage our distributors to benefit from Graco s internet capabilities. Duly completed warranty claims respecting the Graco warranty standards and flat rates will be automatically approved Automatically approved claims will be credited within 48 hours Monitor the status of your warranty claims Alternatively, submit your warranty claim by ps@graco.be or by fax from France, Germany, UK: Other countries: +(32) GRACO N.V. Product Service Department Industrieterrein Oude Bunders, Loc Slakweidestraat 31, B-3630 Maasmechelen, Belgium ps@graco.be 12 The Green Book
2 GRACO WARRANTY CLAIM POLICY Graco s normal warranty coverage is for a period of twelve months from the date of sale from an authorized Graco distributor to the end-user. Some products and parts do carry extended warranty beyond this period. Warranty information can be found on the product s technical manual and on Standard Graco Warranty (see General Terms of Business, page 17). Graco s policy is to repair products unless the repair of that item will cost more than 50% of the net price. Graco will accept warranty claims and issue credit for repair of the defective product if: the claim is made within the warranty period of the defective product the claim is made for charges covered by the Graco warranty the repairs are carried out by a Graco qualified servicing distributor. In case of a standard warranty claim, Graco will automatically reimburse the servicing distributor for parts replaced under warranty, for labour time and for travel costs provided flat rates are respected (see Customer Information System for most recent flat rates) and the request is made within 30 days of service performed. For the most recent service and travel cost flat rates, please consult the Customer Information System or obtain this information from Graco's Product Service Dept. Advance approval from the Product Service Dept is necessary if: a claim is made for charges not covered by the Standard Warranty Claim Policy repair costs exceed 50% of the net price of the product flat rates are exceeded Please also contact the Product Service Dept beforehand when the estimated warranty cost exceeds a total of 500 / 300 / 500$ or if you have any other doubt whether your claim would need advance approval. If advance approval is required, the products should be retained in the distributors possession until the warranty is paid, or, if requested, the product returned to Graco. For products requested to be returned for inspection, please follow the Return Goods Procedure, page 10. Credit will be issued within 48 hours if the warranty claim is accepted. If not, the customer will be advised of the refusal and the reason for this refusal. GRACO N.V. Product Service Department Industrieterrein Oude Bunders, Loc Slakweidestraat 31, B-3630 Maasmechelen, Belgium ps@graco.be 13 The Green Book
3 Please follow this warranty procedure: STANDARD WARRANTY CLAIM 1. Ensure the repair costs you want to charge are completely covered by the Graco warranty criteria. 2. Submit your claim within 30 days of service performed. 3. Complete the warranty claim form on the CIS (Customer Information System). Alternatively request an electronic form from the Product Service Department by or use the sample form in the appendix. Please pay special attention to the fields that are mandatory to fill out. Incomplete claims will not be accepted. Ensure you have applied the proper flat rates for labour and travel. 4. Submit your claim via the CIS (Customer Information System) or send the completed form to Product Service Department ( or fax ). 5. Duly completed claims that are submitted via CIS and that respect the Graco warranty standards and flat rates will be automatically approved. Other requests will be reviewed by Product Service. If the warranty is accepted, credit will be issued within 48 hours. 6. You might be asked to return replaced parts for further investigation. Please retain all parts replaced under warranty claim for 30 days. If you are not contacted by Graco within 30 days after mailing the claim, the parts may be discarded. Please do not return any parts to Graco unless requested to do so. When parts return is requested by Graco, a Return Goods Authorisation (see appendices) will be sent to you. 7. Should your request not be accepted, you will be advised of the refusal and the reasons for it. EXCEPTIONS Exceptions? Get advance approval from Product Service Department prior to servicing! 1. If the standard procedure is not followed, advance approval is needed. This is the case when e.g.: a claim is made for charges not covered by the Warranty Policy repair cost exceeds 50% of the net price of the product flat rates are exceeded Please also contact the Product Service Dept beforehand when the estimated warranty cost could exceed a total of 500 / 300 / 500$ or if you have any other doubt whether your claim would need advance approval. Please send an advance approval request (see appendices) to Product Service Dept ( ps@graco.be or fax ) prior to servicing, specifying the circumstances, your recommendations for corrective action and detail of expected expenses. 2. Product Service and Technical Assistance will review your request. They will answer your request within 2 business days. 3. After having obtained the approval, follow the procedure as described above, attaching your advance approval request to the warranty claim form. 14 The Green Book
4 Warranty claims that will not be accepted: Problems not caused by defective product or incorrect manual, such as: Wrong application of the product, product incorrectly used in larger system, poor maintenance, etc. Items not covered under the Graco warranty policy, such as: Throat packing adjustment, seal or packing replacement due to normal wear, etc. Normal wear is not considered defective material or workmanship. Costs/services not covered by warranty policy without advance approval Exceeding warranty flat rates without advance approval Incomplete warranty claim forms Warranty claims submitted later than 30 days of service performed Frequently asked questions and answers Who is eligible to make a warranty claim? Any Graco account may make a warranty claim. Graco strongly recommends the claim to be made through the selling distributor. Who is eligible to make a warranty repair? Only a Graco qualified servicing distributor may make warranty repair. What if I need help or have questions about making the warranty claim? If you have questions on the warranty procedures/forms, contact Product Service. If you need advice on how to repair the unit, or need troubleshooting assistance, contact Technical Assistance. What if a customer demands that a product be replaced rather than repaired? Graco's policy is to repair product unless the repair of that item costs more than 50% of the net price. How do I know how much of my labour is covered by the Graco warranty policy? Distributor labour charges will be paid at Graco's flat rates, based on local labour rates for a field service technician in a specific territory. For the most recent service and travel cost flat rates, please consult the Customer Information System or obtain this information from Graco's Product Service Dept. If the flat rates are exceeded, please obtain advance approval as described on page 14. How will Graco request parts return? If Graco wants the parts returned, a copy of the warranty claim form and a Return Goods Authorisation will be sent to you along with instructions on how to ship the parts back. Graco will pay all normal shipping charges, duties and customs charges that may be incurred. 15 The Green Book
5 Flat Rate Charts. Service Time Standards (Time in Minutes) Standards established based on Graco's worldwide service data CONTRACTOR EQUIPMENT ELECTRIC - AIRLESS UNITS Electric Lower Control Test All Motor Gear Pump Box Board Setup Replace Box Repair Repair Replace Time Ultra, UltraMax Mark V Magnum ES Easy /395/495 ST /495 ST Pro/ ST MAX Ultra 1500 Control Retrofit 120 Road Lazers 30 GAS HYDRAULIC - AIRLESS UNITS Hydraulic Hydraulic Lower Engine Pump Motor Pump Test & Replace Replace Repair Repair Setup Time GH 733, GH and Roof Rigs HydraMax GH GAS - MECHANICAL UNITS Control Lower Gear Frame & Engine Clutch Box Pump Box Test & Controls Replace Replace Repair Repair Repair Setup Time All GM & GMax Sprayers All LineLazer GM 1230/ GM/GMax 10, Line Driver Note: for all gas engine repairs see your local authorized service dealer PRESSURE WASHERS Engine Pump Test & Replace Repair Setup Time Hydra-Clean G-Force Note: All other components, i.e., belts, injectors, hoses, etc., maximum 30 minutes labour AIR SPRAY, AIR-ASSISTED AIRLESS, AIRLESS & MANUAL DISPENSE VALVES Repair Time Repair Time Hand Air Spray Guns 30 Automatic Air Spray/Air-Assisted Airless 45 All Hand Airless Guns 30 Hand Air-Assisted Airless 30 Manual Dispense Valve (All) Automatic Airless 45 MISCELLANEOUS Tubine Compressor Test & Repair Replace Setup Time E110C Texspray/ Compact/HD/EXT HVLP Turbine Systems (All models) HVLP Turbine Gun Repair
6 INDUSTRIAL EQUIPMENT AIR MOTORS & LOWERS Air Motor Lower Test & Repair Repair Setup Time Time Time Premier King Bulldog Senator President Monark Fire-Ball Glutton Standard/Fast-Flo /2:1 (Ink) All High Flo s Check-Mate Dura-Flo Falcon Merkur Orion Xtreme Xtreme Mix Note: Lower includes both double ball and priming piston types. DIAPHRAGM PUMPS Motor Fluid Test & Repair Section Setup Time Repair Time Husky Husky All other Huskys Regulus DP Regulus DP Regulus DP Triton Triton 308 HP Triton 1030 HP REACTOR/ FUSION Repair Test & Time Setup Controls Fusion Heaters Hose Valves ELECTROSTATIC GUNS Test & Repair Setup Time Time PRO Xs2 series PRO Xs3 series PRO Xs4 series VARIABLE RATIO HYDRA-CATS Motor Lower Test & Repair Repair Setup Time Time Time Monark President Bulldog King EcoMix FIXED RATIO HYDRA-CATS Motor Lower Test & Repair Repair Setup Time Time Time Presidents Bulldogs Kings Viscount II
7 HYDRAULIC MOTORS & LOWERS Motor Lower Test & Repair Repair Setup Time Time Time Viscount Viscount I Viscount II ELECTRONIC CONTROL PRODUCTS Electronic Fluid Test & Control Hardware Setup Repair Repair time Time PrecisionMix II/3K ProMix ValueMix ProBatch ProDispense Informer Xtreme Mix AUTOMOTIVE EQUIPMENT PRECISIONFLO XL Repair Time Test & Setup Time PrecisionFlo Metering Valve Repair PrecisionFlo Linear Servo Motor Replacement PrecisionFlo Amplifier Replacement PrecisionSwirl Orbiter Bearing Replacement PrecisionSwirl Motor Replacement Software Upgrades IMPERIAL PUMPS Repair Time Test & Setup Time Complete Rebuild 10 hours 30 Motor Remove and Reinstall Main Bearing Replacement RAMS Repair Time Test & Setup Time Elevator Service Platen Replacement (Hot Melt) DISPENSE VALVES & REGULATORS/COMPENSATORS Repair Time Test & Setup Time Service Automatic Valve Service Manual Valve Pressure Compensating Valve LUBRICATION EQUIPMENT AIR MOTOR & LOWERS Air Motor Repair Fluid Section Test & Set-Up Time Repair Time Time President Monark Fire-Ball Husky All Other Husky Pumps Standard/Fast Flo Falcon Note: Lower repair time includes both priming piston and double ball HOSE REELS Test & Seal Latch Spring Hose Set-up Replace Repair Repair Replace Time Series Series Series Series Series 700/ Note: Maximum repair time on a reel is 150 minutes.
8 VALVES & METERS Max Time (Covers inline valves & meters only) Matrix Meter 30 EM/ PM5 30 EM 30 IM5 30 Mechanical 30 Pro-Shot 30 Accu-Shot 30 FLUID MANAGEMENT Max Time (To include hardware replacement) Matrix Software 30 Transceiver 30 Repeater 30 Wall Buster 30 Tank Level Monitor 30 Meter 30 Battery Charger 30 EFC Control Box 30 Horizon Master/ Slave 30 Pulse Meter 30 Solenoid 30 Pulse converter 30 MISCELLANEOUS Maximum Time Regulators 30 Filters 30 Lubricators 30 For the most recent service and travel cost flat rates, please consult the Customer Information System or obtain this information from Graco's Product Service Dept at
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