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Dead on Arrival Negotiation Guidelines

Topics:

  • Negotiating request for replacement or refund on a new unit due to a sealed system failure
  • Customer requesting replacement (RMT) on product due to mechanical failure
  • DOA product guidelines

Answer:

The problem must be diagnosed by a Factory Certified Service Company. Be proactive in expediting this process. Product Support can help with this type of issue as needed.

Option 1: Repair

  • If there is a Sealed System problem diagnosis, be proactive in making sure parts are expedited if needed. In addition, offer to extend the total and sealed system warranty by two years.
  • If the problem is diagnosed as a mechanical failure, be proactive in making sure parts are expedited if needed. In addition, offer to extend the total warranty by one or two years.

Option 2: Replacement

If the customer refuses repair, you may replace the unit at no charge. If approving an RMT, follow the current RMT Process.

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