|
|
|
Warranty
Returns
Our philosophy is to provide support and parts to resolve technical
problems in the field. Our return policy has been established
to allow return of a Martin Hearth & Heating product only when
wešre convinced that everything possible to repair the problem
in the field has been attempted. Warranty returns cover units
that have been installed and are under the warranty period,
and does not include commercial returns, freight damage or non-warranty
returns.
The following procedure will be strictly adhered to:
If the dealer has not been able to correct a problem, contact
Technical Service at 866-500-5671. Explain to the Technical
Service Representative the details of the problem, the work
completed and parts replaced. Be ready with details that may
be required (model, S/N, fireplace size and location, venting,
diagnostic checks completed and results).
The Technical Service Representative will review with you the
problem and may recommend additional work or parts to be replaced.
Do not remove and replace the unit until directed by the Technical
Service Representative.
Submit a Return Request Form (TSF-0010) (Microsoft
Excel) via our fax at 866-500-5672. We will review, if information
is complete we will issue an RA Packet containing Warranty Return
Authorization with shipping instructions, RA Tag, and RA Shipping
Label will be mailed within 24 hours to the distributor or dealer
is required. Shipping instructions must be followed exactly
or Martin Hearth & Heating will not be responsible for shipping
charges.
Dealers have 60 days from the date of last service to submit
a request for a warranty return.
Retain the Warranty Return Authorization for your records in
case additional follow-up is required. Returns not received
within 30 days of the RA being issued will be rejected.
The Martin Hearth & Heating product must be packaged for shipment;
the returned unit will be inspected for freight damage due to
improper packaging.
The RA tag must be firmly attached to the unit and the shipping
label must be fixed to the outside of the shipping carton.
Replacement units must be ordered using normal ordering procedures,
when the returned unit has been received a credit will be issued
to the distributoršs account.
Only one unit will be listed per Warranty Return Authorization,
do not send additional units or any unit that is not listed
on the Authorization.
Warranty Return Authorizations will only be issued for units
that are in warranty.
Warranty Labor Request
Our philosophy is to provide support and parts to resolve
technical problems in the field. In order to support the field
repair of a Martin Hearth & Heating product, we provide warranty
labor reimbursements to offset your labor costs.
Martin Hearth & Heating allowance for warranty labor is $35
per correction to unit. A maximum of two corrections per unit
is allowed. Credits will be issued to the participating distributor.
It is the responsibility of the distributor to issue credits
to the dealer.
Warranty Request Form (TSF-0010) check the warranty box and
fill out the form completely. Submit the following information
to Technical Services via fax at 866-500-5672:
- Model Number
- Serial Number
- Date Installed
- Service Date
- Customer name, address and phone number
- Problem description and service performed
The Warranty Request Form (TSF-0010) - (Microsoft
Excel). Complete all information requested, in addition
a customer reference number may be assigned by you to facilitate
tracking of a particular request for labor reimbursement.
Contact Technical Service 866-500-5671 with any questions regarding
labor reimbursement.
Warranty Service Parts
In order to support the field repair of a Martin Hearth
& Heating product, we provide warranty service parts at no cost
with prepaid ground transportation. The following procedure
should be used for replacement parts that are under warranty.
Warranty Parts Order Form (TFS-0010) must be completed and submitted
to Technical Services, fax number 866-500-5672, with the following
information; Model Number, Serial Number, date installed, service
date, problem description and parts required.
Part numbers for common serviceable components are listed in
the back of the Homeowneršs Manual for the Martin Hearth & Heating
product requiring repair. All orders must include part number.
Martin Hearth & Heating will drop ship parts direct to a dealer
when the following information is provided; business name, address,
telephone number and contact person.
Martin Hearth & Heating will fax an order acknowledgment to
the distributor verifying components ordered and invoice number.
It is important to use the Warranty Parts Order Form for proper
order processing. Warranty Parts Order Forms are available from
Martin Hearth & Heating in either hard copy or on a diskette
(Microsoft Excel).
Customer reference number may be assigned by you to facilitate
tracking or inquiries about a particular order (may be a reference
PO, sequential number, etc).
The Warranty Parts Order Form is designed to allow ordering
warranty parts for two units per sheet. If more than four parts
are required for a single unit list the additional parts required
in the second unit section.
If the component is beyond the warranty period the part must
be purchased as a service replacement component. Contact Technical
Service 866-500-5671 with any questions.
Service Replacement Parts
The following procedure should be used for replacement parts
that are not under warranty.
Service parts required for non-warranty repairs are listed in
the Parts Price List.
Service parts orders must be submitted on the Service Parts
Order Form (TSF-0010) (Microsoft
Excel) and Faxed to Technical Services, Fax number 866-500-5672,
with the following information; distributor name and address,
purchase order number, parts required and quantity, and ship
to address.
Martin Hearth & Heating service parts program requires a $15
minimum order and service parts are shipped F.O.B. factory with
freight billed at actual shipping cost.
Part numbers for common serviceable components are listed in
the back of the Homeowneršs Manual for the Martin Hearth & Heating
product requiring repair. All orders must include part number(s).
It is important that all information on the Service Parts Order
Form (distributor information, part number, description, quantity,
price, total cost, and ship to information if different than
listed for distributor) be completed to expedited filling the
order.
Martin Hearth & Heating will fax an order acknowledgment to
the distributor verifying components ordered, ship to address
and invoice number.
Martin Hearth & Heating will drop ship parts direct to a dealer
when the following information is provided; business name, address,
telephone number and contact person. Orders will be promptly
invoiced including shipping costs to the distributor with terms
net 30 days.
The Service Parts Order Form is available from Martin Hearth
& Heating in either hard copy or on a diskette (Microsoft
Excel).
Warranty Parts Matrix Gas Products
| |
2
Years |
5
Years |
Lifetime |
| |
|
|
|
| Martin
Fireplace Body |
|
|
|
| |
|
|
|
| Combustion
Chamber |
|
|
|
| |
|
|
|
| Grate |
|
|
|
| |
|
|
|
| Stainless
Steel Burner |
|
|
|
| |
|
|
|
| Vented
Fiber Ceramic & Refractory Logs |
|
|
|
| |
|
|
|
| Vent
Free Fiber Ceramic Logs |
|
|
|
| |
|
|
|
| Firebrick |
|
|
|
| |
|
|
|
| Aluminized
Burners |
|
|
|
| |
|
|
|
| Blowers/Fan
System |
|
|
|
| |
|
|
|
| Glass
Assembly (Gasketing) |
|
|
|
| |
|
|
|
| Accessories |
|
|
|
| |
|
|
|
| Pilots |
|
|
|
| |
|
|
|
| Valves |
|
|
|
| |
|
|
|
| Regulators |
|
|
|
| |
|
|
|
| Electrical
Components |
|
|
|
| |
|
|
|
| Aluminum
Tubes |
|
|
|
| |
|
|
|
| Wood
Surrounds and Hearths |
|
|
|
|
|
|
