Optional Extended Warranties · Two typical homeowner repair scenarios illustrate how selling Carrier’s Optional Warranties can provide financial benefits to both your customers
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Dealer Program Guide
Optional Extended Warranties
Four (4) labor rate options. See page 11.
Choose your labor rate based on your reimbursement needs. Rates are even adjusted for inflation
and market factors. Talk to your distributor to find out more.
Two (2) coverage start date options for labor rate plans. See page 11.
Choose the traditional 366th-day start, or offer even more protection with a new start date of 31 days
after the sale.
Simple, more flexible coverage options. See page 12.
Multiple contract possibilities – including Parts Only, Labor Only, and Parts & Labor – that are easy to
explain to the homeowner.
Clearly defined coverage. See page 13.
New guidelines make it clear what’s covered and what’s not, and clarify claim submission policies,
which will be more strictly enforced.
Better management and sales tools. See page 22.
Regular reporting, improved sales tools and a new metric called the Assessment Score will help you
manage your optional warranty business more effectively.
Why Offer Optional Extended Warranties
From Carrier?
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What’s so great about it? Well, it gives you more options for one. But it also keeps
things simple. These warranty products are easy for you and your customers to
understand, and – you might like this best of all – life is easier for you on the
administrative end.
This program guide has all the information and forms you need to sell and manage
Carrier’s optional warranties, build long-lasting customer relationships and expand
your profit margins.
You’ll also find details on some important changes in procedures and requirements –
as well as some new tools to help you evaluate and manage your warranty business.
Most of all, in these pages you’ll find a new standard in security for your customers –
and new profit-making opportunities for your business.
Introducing an easier path to higher profits.
Now it’s even easier to offer your customers
complete peace of mind and improve your bottom
line at the same time – with the Carrier Optional
Warranty Program.
If you have anyquestions about thisguide or aboutCarrier’s optionalwarranty products,eligibility or pricing,please contact yourdistributor or contractadministration.
Carrier CorporationContract AdministrationTR-18SP.O. Box 4808Syracuse, NY 13221
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Carrier Optional Warranties
Program Guide
Contents
1. Optional Warranties and Your Business
pg 6 • Developing Your Business Advantage
pg 7 • Calculating the Financial Benefits
pg 8 • Improving Your Cash Flow
pg 9 • Evaluating Your Business Needs
2. Warranty Plans
pg 10 • General Contract Guidelines
pg 10 • Contract Offerings
pg 11 • Labor Rate Plans
pg 11 • Program Allowances
3. Program Policies
pg 12 • General Guidelines
pg 13 • What’s Covered, What’s Not
4. Participating in the Program
pg 14 • Dealer Registration
pg 15 • Creating and Registering Contracts
pg 16 • Contract Registration Guidelines
pg 17 • Filing a Claim
pg 19 • Claim Guidelines
pg 21 • Transferring Contracts
5. Program Evaluation Tools
pg 22 • Assessment Score
pg 23 • Reporting
6. Appendices
• Contract Administration Contact Information
• Appendix A – Eligible Equipment
• Appendix B – Allowable Labor Hours
• Appendix C – Recommended Parts Inventory
• Appendix D – Dealer Application and
Participation Agreement
• Appendix E – Parts Credit Claim Form
• Appendix F – Parts & Labor Claim Form
• Appendix G – Extended Warranty
Registration Form
• Appendix H – Dealer Transfer Form
• Appendix I – Homeowner Transfer Form
• Appendix J – Distributor Authorization Form
• Appendix K – Inspection Report
• Appendix L – Service Ticket
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Developing Your Business Advantage
Carrier’s full line of top-quality indoor comfort equipment already differentiates you from other
dealers. Now our new Optional Warranty Program can help you offer customers the extra
protection they’re looking for, and improve both your service and add-on/replacement business.
Offering one or more optional warranties as part of each sales call can increase the confidence
prospective customers have in the equipment – and open the door for additional sales down
the road. And because these warranties can almost completely remove the risk of future repair
costs for homeowners, you should find that customers are very interested in finding out more.
Plus, you’ll be the first dealership they call for service. Carrier prints your business name right
on the warranty contract, and you are the only contractor eligible to do the warranty work. So
you’ll enjoy a nice profit from the warranty sale and create the potential for revenue year-round
from future repair needs.
And because parts mark-up and all warranty repairs can be paid for by Carrier through a warranty
contract – including travel and diagnostic time – there’s almost no liability for your business. Your
customer is happy, you’re the hero, and Carrier strengthens its reputation as the Experts in home
comfort solutions. It’s a winning situation for everyone.
Carrier customers live busy, fast-paced lives. They don’t have time
to worry about their indoor comfort system failing … or where to call
for service. With Carrier’s Optional Warranty Program, you can take
care of these details for them, give them peace of mind, and build
long-term, profitable customer relationships for your business.
Carrier’s OptionalWarranties – Parts& Labor, PartsOnly and LaborOnly – caneliminate the riskof future repairs forhomeowners,giving them peaceof mind.
You can gain both warranty saleprofits now andpotential serviceprofits year-round.
1. Optional Warranties and Your Business
7
Repair #1: Three years after purchase
Your customer needs a replacement condenser coil for a
three-year-old 12.0 SEER 5-ton Puron®
refrigerant A/C unit.
Calculating the Financial Benefits
Two typical homeowner repair scenarios illustrate how selling
Carrier’s Optional Warranties can provide financial benefits to both
your customers and your business – both now and down the road.
Repair #2: Seven years after purchase
Your customer needs a replacement condenser coil for
a seven-year-old 12.0 SEER 5-ton Puron®
refrigerant A/C
unit (no longer covered under the Standard Warranty).
Bottom line:
Scenario A: The homeowner purchased a system seven
years ago and now must pay $1,141 for parts and labor to
replace a part no longer covered under the Standard
Warranty.
Scenario B: The homeowner pays nothing out of pocket
on this repair and the dealer earns an extra $100 in parts
mark-up. Again, both the homeowner and the dealer
benefit from the purchase of an Optional Warranty when
the system was sold.
Scenario A (no optional warranty)
The homeowner is covered only
under the Standard Warranty.
Travel: $45
Diagnostic: $45
Puron®
refrigerant: $72
Labor hours (4 hr): $360
Cost of part: $619
Parts mark-up -
Paid to Dealer: $1141
Cost to homeowner: $1141
Scenario B (optional warranty)
The homeowner purchased
a 2-10 yr Labor with 6-10 Parts
warranty with the system.
Travel: $45
Diagnostic: $45
Puron®
refrigerant: $72
Labor hours (4 hr): $360
Cost of part: $619
Parts mark-up: $100
Paid to Dealer: $1241
Cost to homeowner: $0
Assumptions
Cost of part: $619
Labor rate: $90
Cost of Puron®
refrigerant: $9/lb
Scenario A (no optional warranty)
The homeowner is covered only
under the Standard Warranty.
Travel: $45
Diagnostic: $45
Puron®
refrigerant: $72
Labor hours (4 hr): $360
Cost of part*: -
Parts mark-up -
Paid to Dealer: $522
Cost to homeowner: $522
Scenario B (optional warranty)
The homeowner purchased
a 2-10 yr Labor with 6-10 Parts
warranty with the system.
Travel: $45
Diagnostic: $45
Puron®
refrigerant: $72
Labor hours (4 hr): $360
Cost of part*: -
Parts mark-up: $100
Paid to Dealer: $622
Cost to homeowner: $0
Assumptions
Cost of part: $619
Labor rate: $90
Cost of Puron®
refrigerant: $9/lb
*Covered under Standard Warranty
Bottom line:
Scenario A: The homeowner just purchased a system
three years ago but now has to pay $522 for labor costs
to replace a part covered under the Standard Warranty.
Scenario B: The homeowner pays nothing out of pocket
on this repair and the dealer earns an extra $100 in parts
mark-up. Both the homeowner and the dealer benefit
from the purchase of an Optional Warranty when the
system was sold.
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Gain a competitive advantage. As the HVAC business gets even more competitive,
optional warranties can help you offer something attractive to homeowners and unique in your
market. Consumers expect some level of protection when purchasing big ticket items, and
optional warranties are a great way to extend that to them with the sale or soon afterward.
Boost margins. With profit margins on equipment sales and service shrinking in some markets,
optional warranties give you one more way to increase your margin on each equipment sale.
Even out seasonal ups and downs. Unlike equipment sales that go up and down
with the season, optional warranties can be sold year-round – and give you steadier cash flow
through the lean months. Look inside for information on selling contracts after the equipment
installation.
Sell more maintenance agreements. Carrier’s Optional Warranties go hand-in-hand
with contracts for regular system cleaning and maintenance. The optional warranties become
void if the equipment is not properly maintained, so offering optional warranties and a
maintenance agreement along with an equipment sale is a natural fit – and can make you the
one-stop-shop for all your customers’ indoor comfort needs.
Improving Your Cash Flow
You may think that selling optional warranties isn’t worth the effort – that you’re good at selling
and servicing equipment, and you’d rather focus on that.
But selling optional warranties may be easier than you think – and the financial benefits speak
for themselves.
Consumerstypically pay 15-20% of thepurchase price for optionalwarranties onexpensive appliances.
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4 Want to boost profit margins
4 Interested in locking-in relationships
with customers
4 Want to offer years of protection to
customers at little to no liability to you
4 Would like to offer customers peace
of mind to accompany their new
investment
4 Interested in flexible coverage, labor,
and program benefits
4 Want to make repair bills less expensive
for your customers
Evaluating Your Business Needs
How do you know if Carrier’s Optional Warranty Program is right for
you? See how this checklist lines up with your business needs.
Did you know?
Homeowners and Optional Warranty Programs
• Homeowners are familiar with optional warranty contracts. Most appliance
and electronics stores offer them right at the checkout counter.
• 90% of dealers surveyed reported that optional warranty contracts
strengthened their relationships with homeowners.
• Over half of consumers surveyed reported feeling that extended
warranties provided peace of mind after the sale.
• Optional warranties offer security for homeowners. By paying for
protection up front, homeowners have a hedge against uncertainty and
costs associated with repairs.
• According to Consumer Reports, consumers typically pay between 15
and 20% of the total sale price for optional warranties when purchasing
high-priced appliances that require high-priced repairs.
• 65% of dealers surveyed reported selling an optional warranty with
3 out of every 4 equipment sales.
• Carrier’s Optional Labor Only and Parts & Labor Warranties are a good
way to generate repeat/AOR business for a dealer, because only the
dealer registered on the contract may service a warranty claim. If the
homeowner has already worked with you on more than one occasion,
you are most likely to get the first call about upgrading the system
when that contract runs out.
• Installation eligibility. These optional extended
warranty contracts are for eligible residential
equipment in owner-occupied installations only.
• Covered parts. Coverage under the Optional
Warranty Program is limited to the failed part
only. For complete coverage details, see Section 3,
Program Policies.
• Compressor coverage. All Labor warranties
purchased for split system air conditioners,
heat pumps or 0-ton to 5-ton packaged products
do not cover compressor parts; however,
these warranties do cover compressor labor.
Compressor parts coverage may be obtained
through the Compressor Parts Only contracts.
• Exclusive labor service. Only the dealer
registered on the Labor Only or Parts & Labor
optional warranty is eligible to repair the
equipment. Services rendered by any other
dealer/contractor will not be covered under
this warranty. Any change in the registered
dealer – which must be authorized in
advance in writing by your distributor – can
be initiated by Contract Administration.
• Dealer service warranty. The servicing dealer
must provide a 60-day warranty on repair labor.
• Inspection and maintenance. Parts & Labor
warranties do not cover inspection services or
routine preventative maintenance. Equipment
failure resulting from lack of maintenance will
not be covered by these warranties. Service
agreements should be offered to each
optional warranty customer to cover these
types of services.
• Limitations. Additional limitations and exclusions
may apply. Contact your distributor or Contract
Administration for complete details.
• Product eligibility. Contact your distributor for
eligible models and pricing.
1010
Flexibility. Simplicity. The two things you said you wanted in an optional
warranty program. Now you can have them both, with Carrier’s warranty
contract options. First, pick the type of contract you want to offer. Then,
pick the reimbursement labor rate you want to use. It’s all designed with
you in mind – so you can create the program that works best for your
customers and for your business.
Carrier dealers can pick from fourhourly rates to use for laborreimbursementunder optionalwarranties.
General Contract Guidelines
2. Warranty Plans
31st
Day Start
1-5 Year Labor*
1-10 Year Labor with
6-10 Year Parts
1-10 Year Labor – 1-5 Year Labor –
Compressor Compressor
366th
Day Start
2nd Year 2-10 Year Labor
Labor Only** with 6-10 Year Parts
2-5 Year Labor* 2-10 Year Labor –
Compressor
2-5 Year Parts Only – 2-5 Year Labor –
3 Phase Units Only Compressor
6th
Year Start
6-10 Year Parts Only
6-10 Year Parts –
Compressor
Generators
4-5 Year Parts 4-5 Year –
3-5 Year Labor Parts Only
3-5 Year – 3-5 Year –
Parts & Labor Parts Only
Contract Offerings
* Parts covered under Standard Warranty. Parts mark-up
paid under Optional Warranty.
** No parts mark-up or parts coverage.
31st
day coverage start 366th
day coverage start
Plan A - Plan B - Plan C - Plan D - Plan A - Plan B - Plan C - Plan D -
$75/hr $90/hr $110/hr $130/ hr $75/hr $90/hr $110/hr $130/ hr
2nd
Year Labor Only
1-5 Year Labor* 1-5 Year Labor – Compressor 2-5 Year Labor* 2-5 Year Labor – Compressor
1-10 Year Labor with 6-10 Year Parts 2-10 Year Labor with 6-10 Year Parts
1-10 Year Labor – Compressor 2-10 Year Labor – Compressor
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Labor Rate Plans
Not only is Carrier’s Optional Warranty Program simple, it
also offers dealers outstanding allowances and terms.
For example, dealers are no longer restricted to an assigned
labor rate. You can now choose from one of four labor
reimbursement rates (see table). Warranty plans will be
priced according to the reimbursement rate you select, so
it’s up to you to determine the type of plan that works best
for you. Contact your distributor for pricing.
Labor Rate
Reimbursement
Options
Plan A $75/hr
Plan B $90/hr
Plan C $110/hr
Plan D $130/hr
Program Allowances
• 70% mark-up on parts covered under Parts & Labor contracts up to a maximum of $100.
• 1/2 hour total drive-up time.
• 1/2 hour of diagnostic time (only for calls when a repair/replacement is made).
• Maximum allowable repair times and refrigerant costs as listed in Appendix B.
• Up to three accessories can be added to a system without additional cost. These accessories can be selected from
Infinity™ Air Purifier, Electronic Air Cleaner, Humidifier, UV light, or strip heater. To determine what qualifies as a
system, see Appendix A.
Optional Warranty Labor Rate Plans1,2
1Plan types and labor rates apply to new contracts that cover labor costs and are sold after February 1, 2007. All contracts sold prior to this
date will continue to be reimbursed at the previously established labor rate.
2Drive-up and diagnostic time will be calculated based on the labor rate attached to the given contract and plan type assigned to it. Please
contact your distributor for further details.
* Parts covered under Standard Warranty. Parts mark-up paid under Optional Warranty.
Coverage
start date
Labor plan
Coverage
types
available
Labor rates will be automaticallyadjusted forinflation at a rate of 5% every three years.
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General Guidelines
• Timing of sale. Parts & Labor or Labor Only coverage must be sold to the homeowner within 5
years of the start-up date of the covered equipment.
• Coverage period. The beginning and end dates of the coverage period for any optional extended
warranty contract are based on the start-up date, even if the warranty is purchased at a later time.
Example: If start-up date is 1/1/2007, then a 10 Year Parts & Labor contract starting on day 366 will
have coverage starting 1/1/2008 and ending 1/1/2017.
• Coverage begin date. Coverage for all new Labor contracts (Labor Only, Parts & Labor, Labor Only
– Compressor) begins either 31 or 366 days after the start-up date, depending on the option
chosen by the dealer. All claims prior to this date must be covered by the servicing dealer.
• Waiting period. These warranties cover parts and/or labor on eligible Carrier HVAC equipment
used in owner-occupied applications. In the event that a contract is sold after the equipment was
originally installed, there will be a 90-day waiting period after the contract purchase date for
coverage to become effective. This means that breakdowns that occur within these 90 days
cannot be claimed and must be covered by the dealer.
• Labor coverage. Labor Only contracts cover all costs associated with service hours. Included in
this coverage are drive-up, diagnostic, and labor time spent on a repair. No costs associated with
parts or service materials are covered under a Labor Only contract.
• Parts & Labor coverage. Parts & Labor contracts cover both parts cost and mark-up as well as all
labor costs associated with a service call. Included in labor costs are drive-up, diagnostic, and
labor time. Compressor parts and parts mark-up are not covered.
• Parts Only coverage. Parts Only warranty options are designed to cover specific parts and major
components of the HVAC system. While not covering any labor costs, these warranties do cover
parts cost. There is no allowance for parts mark-up under these contracts. These contracts offer
coverage in years 6 through 10, when the Standard Parts Only Warranty is no longer effective.
• Compressor coverage. Compressor-specific contracts give your customers added flexibility.
Combined with the five-year Standard Parts Only warranty, the plan provides your customers with
long-term protection against compressor breakdown.
Virtually all Carrier-branded equipment is eligible for coverage under
the Optional Warranty Program. (You’ll find a complete equipment
eligibility list in Appendix A.) Here is a summary of the coverage
policies you need to know.
Equipment start-update is defined as thedate the unit orsystem is placed,piped, wired andoperational withfinal wiring,thermostats andutility connections.
3. Program Policies
13
What’s Covered, What’s Not
What is Covered?
All plans:
• Nearly all Carrier-branded residential equipment is
eligible for coverage. See the equipment eligibility table
in Appendix A for a complete list of the equipment
covered. Contact your distributor for a listing of
eligible model numbers and applicable pricing.
• Non-Carrier-branded equipment will not be covered.
• To qualify as a system purchase, all equipment
(including accessories) must be Carrier-branded and
must be installed at the same time. An independent
coil may be used with an air conditioning/furnace
system; however, the coil will not be covered under
this warranty program.
Labor Only plans (2nd Year Labor Only, 1-10 Year Labor –
Compressor, 2-10 Year Labor – Compressor):
• Drive-up time (1/2 hour of labor)
• Diagnostic time (1/2 hour of labor)
• Labor hours associated with repair
Parts & Labor plans (1-5 P&L, 2-5 P&L, 1-10 P&L, 2-10 P&L):
• Drive-up time (1/2 hour of labor)
• Diagnostic time (1/2 hour of labor)
• Refrigerant cost ($9/lb for Puron®
refrigerant,
$6/lb for R-22)
• Labor hours associated with repair
• Parts mark-up of 70%, not to exceed $100
• Dealer cost of part if not covered by Standard Warranty
• Field service materials, not to exceed 5% of total
labor charges, for claims involving refrigerant handling
• $50 handling fee for compressors covered under
Standard Warranty
• Sales Tax
Parts plans:
• Dealer’s parts cost
What is Not Covered?
• Identical part failures or problems occurring within 60
days of repair
• Inspection services
• Diagnostic-only calls
• Routine seasonal maintenance – plugged filters,
nozzles, system adjustments, thermostat adjustments,
clean and checks
• Preventative maintenance – changing out a part
in anticipation of future failure
• Noise complaints not associated with any
component failure
• Leak repairs due to loose valves, fittings, or line sets
• Failure due to corrosive conditions (rust, etc.) or other
environmental factors
• Refrigerant-only calls – topping off the unit
• Failures resulting from lack of maintenance, including
but not limited to tightening valves, adjusting
thermostats, cleaning equipment, etc.
• Failure not caused by equipment or part breakdown
or malfunction
• DOA (Dead-On Arrival from the factory) claims
• Submitting multiple or duplicate claims for the same
service call
• Overtime charges or after-hour charges
• Damage due to misapplication, abuse, improper
installation, servicing, unauthorized alteration or
improper operation
• Cost of more than one technician at the repair/job site
• Failure associated with inadequate or interrupted
electrical service (blown fuses, open circuit breakers,
shorted wires, etc.)
• Failure/damage due to an act of nature (earthquake,
tornado, hurricane, flood, fire, etc.)
• Claims that are turned in later than 60 days after repair date
• Non-Carrier-branded equipment failures – coils, fan coils,
thermostats
• Incomplete or “Work in Progress” claims
• Tax on parts covered by Standard Warranty
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Dealer Registration
To qualify for the Optional Warranty Program, you must have your distributor’s approval. Follow the
three simple steps below.
1. Fill out the registration forms.
Complete the Dealer Application and Participation Agreement* (Appendix D).
2. Send the forms to your distributor.
Send the Dealer Application and Participation Agreement* (Appendix D) to your distributor for
processing. The distributor will review your application and determine if your company meets the
minimum requirements to participate in the Optional Warranty Program. The distributor will send
the Dealer Application and Participation Agreement to Carrier for final approval.
Participation Requirements**
• A financially sound business that demonstrates good customer relations and above-
average HVAC installation and service techniques.
• Participation in a distributor-supplied parts stocking program for Carrier-branded products.
• A service department that is organized to handle service contracts and actively participates
in distributor-offered service training programs on Carrier-branded products.
• Dealer-warranted coverage for the first 90 days following a warranty purchase after the original
equipment sale.
• Agreement to participate in reasonable audit procedures at the discretion of Carrier Corporation
to determine the validity of claims, and the agreement to allow Carrier Corporation to directly
solicit customer satisfaction comments, if required.
3. Get program materials from your distributor.
When you have successfully met the program requirements and Carrier Corporation has given
final approval, your distributor will provide you with complete information and any materials you
need to successfully sell optional warranties.
* All participating dealers are required to sign the Dealer Application and Participation Agreement.
** In addition to the requirements listed, the dealer must hold an Assessment Score no higher than 175. Dealers scoring higher
than this for a period of 6 consecutive months may, in the sole and absolute discretion of Carrier, become ineligible from
offering future Carrier optional warranty contracts. Assessment Scores are discussed in detail in Section 5.
Participating in the Carrier Optional Warranty Program is easy. You simply
need to register – which you can do by contacting your distributor and
completing the Dealer Application and Participation Agreement – and
then begin creating and selling contracts. Just follow the simple steps
outlined in this section.
For Parts & Laborand Labor Onlycontracts, only thedealer registered onthe warranty iseligible to repairthe equipment.Changes must beauthorized inadvance and inwriting by yourdistributor througha Dealer TransferForm (seeAppendix H).(Additionallimitations andexclusions may apply.)
4. Participating in the Program
15
Creating and Registering Contracts
After qualifying for participation in the Carrier Optional Warranty Program,
you may begin selling warranties to your customers. All equipment must be
registered with Contract Administration. When you install an eligible unit,
accessory, or system, register the equipment using either the online NOW
system (see below) or by submitting a paper registration form (see page 16).
Registering contracts online is fast and easy. Just follow the
steps below. (For a more detailed walkthrough, ask your
distributor for training materials covering the NOW system.)
1. Log on to hvacpartners.com and select the Warranty tab.
2. Select the Warranty – NOW link on the left side window. In
the list of options, select Register A Contract and click on
the link for Residential.3. Click on the Create a New Residential Contract link at the
top of the main window.
4. Select the button for Parts Only or Parts & Labor and enter
the purchase date of the contract in mm/dd/yyyy format.
For a shortcut, click on the calendar icon and click on the
correct purchase date. This will auto-fill the purchase date
field. Then click Next.5. The Dealer and Distributor numbers will appear
automatically based on the HVACpartner ID used to log in.
If more than one dealer or distributor number is associated
with that account, use the drop-down list to select the
appropriate numbers. If they do not appear automatically,
fill in the required fields. Choose the appropriate Plan Type
and Start for this contract from the drop-down lists.
6. Fill in the Homeowner Address Details. All items marked
with an asterisk are mandatory. If the homeowner’s
address and the equipment address are the same, check
the appropriate box. If not, fill in the Equipment AddressDetails. You will notice that a contract number has
automatically been generated in the upper right corner.
Click Next.7. Choose from System Components, Individual Components,
or System/Individual Components by selecting the
appropriate button.
8. Choose the appropriate HVAC component by selecting
the corresponding button and click Next.
9. Choose the ‘Coverage Type’ by selecting an option from
the drop-down list. Select the Plan Type you would like
from the drop-down menu. This option may not be
available for all dealers. Please contact your distributor for
more information.
On Step 9, your labor rate will appear automatically if youhave chosen to use a single rate for all contracts. If not, choosethe labor rate that you would like to apply to this contract.
10. Enter an Install Date in mm/dd/yyyy format. For a shortcut,
click on the calendar icon and click on the correct install
date. This will auto-fill the install date field.
If the system was installed more than a year before thecontract start date, you need to submit an Inspection Report.See Inspection Reports on page 16.
11. Enter the first four digits of the model number (Example:
58MV) and the complete serial number for each
component, and click Next.12. Fill in the amount the customer actually paid for the
contract, without dollar signs or commas (example:
1234.56) and click Next. This step is mandatory in the
following states: FL, HI, IL, NV, NJ, NY, SC, TX, and VA.
13. Review the Residential Contract Summary page to
ensure coverage type, install date, purchase date,
Dealer/Distributor numbers, homeowner and equipment
details, and system components are fully correct.
14. Check the certification box and click Finish. You may wish
to print the confirmation with the Contract Number for
your records.
After completing the registration process, let the homeownerknow that the warranty has been registered with CarrierCorporation. The Warranty Certificate will be directly mailedto the homeowner by Contract Administration.
Online Registration (NOW System)
1616
1. Before you fill out the form, make sure you have the following information:
• Dealer and distributor ID numbers (available from your distributor; required to process registration)
• Date of warranty purchase
• Equipment owner’s name, address, and phone number
• Complete model number(s), complete serial number(s) and start-up date of equipment
• Inspection Report if needed (see Inspection Reports at left)
• Type of coverage selected
• Plan type and labor rate associated with the contract (only applies to Parts & Labor and Labor
Only contracts)
• Dealer’s name, address and phone number
Note: List only one system per registration form
2. Complete the registration form, then separate the copies and distribute each one to the party
listed on the front of the copy.
When online or paper registration is complete, the equipment is registered and eligible for coverage underthe Optional Warranty Program. If the equipment covered under this plan needs repair and theappropriate time period has passed (30/365 days), you should provide the appropriate parts and/or laborto the customer at no cost and submit a claim to Contract Administration for reimbursement (see Filing
a Claim on page 17).
To register a warranty contract using a paper form, use the Extended Warranty Registration Form
(see Appendix G) and follow the steps below, making sure the information is complete, correct, and
clearly printed or typed.
Notifying thehomeowner
After completing the registrationprocess, let thehomeowner knowthat the warrantyhas been registeredwith CarrierCorporation. The WarrantyCertificate will bedirectly mailed tothe homeowner by ContractAdministration.
Paper Registration
Inspection reports
If the system you’reregistering forwarranty coverage(online or via print)was installed morethan one year ago,you’ll need to send/attach anInspection Report(see Appendix K)with the registrationform showing proofthat the system hashad periodicmaintenance, has been well-maintained, andremains operable.(Forms violatingthis requirementwill be returned tothe dealer.)
Contract Registration Guidelines
• All contracts must be registered with the Carrier Warranty Department within 60 days of sale of
contract. Failure to do so may void the contract and subsequent claims.
• Contracts registered later than 60 days after the sale and not determined to be void will be billed
based on the contract price prevalent at the time the contract is registered. Additionally, a $50
administrative and handling fee will be billed for such contracts.
• Warranties sold covering equipment installed more than one year earlier must include an Inspection
Report (Appendix K) to be eligible for coverage. The Inspection Report is proof of periodic
maintenance and operable condition of the equipment, and will be conducted at the homeowner’s
expense. Inspection reports are subject to audit to confirm equipment condition and eligibility.
Registration forms missing Inspection Reports, where applicable, will be returned to the dealer.
17
Filing a Claim
If an eligible product covered by one of the optional warranty plans needs
to be repaired, handle it like any other service call. The only difference is
that part (or all) of the bill will be paid by Carrier Corporation instead of
the customer. Submit claims online or by sending in a paper Claim Form
for Parts & Labor and Labor Only contracts, or a Parts Credit Claim Form
for Parts Only contracts.
For a more detailed explanation, ask your distributor for
training materials on the NOW system. See page 18 foradditional items that may be required to process your claim.1. Log on to hvacpartners.com and select the Warranty tab.
2. Select the Warranty – NOW link on the left side window,
select File a Claim from the options list, and click on the
link for Contract Claim.
3. Click on the File a New Claim link in the main window.
4. Enter the first four digits of the model number, then the
complete serial number and the quantity in the
appropriate spaces, and click Next.5. Select the contract number for this claim from the
drop-down box. The install date will appear
automatically, based on what was entered when
the contract was created.
6. Enter the failure date and the repair date in mm/dd/yyyy
format. For a shortcut, click on the calendar icon and click
on the correct failure or repair date. This will auto-fill the
field. Click Next.Note: Claims must be submitted within 60 days of the repair date.
7. The dealer and customer information will appear
automatically, based on what was entered when the
contract was registered. Enter a description of the failure
and what repair was made in the space marked Reasonfor Part Failure. Failure to enter a description in this box
may cause the claim to be rejected by Contract
Administration. Descriptions such as “bad part” or
“replaced part” do not meet the criteria of a failure
description and may be challenged. Click Next.8. Indicate if this is a compressor or non-compressor repair
by selecting the appropriate button. Fill in the required
information about the replacement part and the defective
part, including part and serial number for both. For a
non-compressor repair, enter the dealer price of the part.
All dates should be entered in the mm/dd/yyyy format.
For a shortcut, use the calendar icon again and select
the appropriate dates. Click Add Part Info.
9. The replaced parts will be summarized at the bottom of
the page. Check the details to ensure they are correct.
This information can be edited by clicking on the
magnifying glass icon, or deleted by clicking on the trash
can icon. Double-check the parts for accuracy. The
system will indicate whether the defective part should be
scrapped or returned in the bottom right box of the menu.
Once you’re ready to proceed, click Next. 10. If the claim includes labor, the next screen will record the
labor claim information. Enter the number of labor hours
(example: 3.5), the labor rate, the quantity of refrigerant
used in pounds (example: 9.5), the compressor handling
fee, if applicable, the field service materials, and tax
amount. The drive-up fee will be calculated automatically
based on your labor rate. All dollar values should be
entered without commas or dollar signs (example: 123.45).
Finally, indicate whether this was a leak repair by selecting
a response from the pull-down menu. Click Next.11. Look over the labor claim summary to ensure it is
accurate. After doing so, click Next.12. Review the entire claim to ensure that the correct
contract, model, and serial numbers have been entered,
and that the customer and claim information is correct.
13. Finally, check the box certifying the information to be
accurate and click Finish. You can also print the
confirmation and claim number for your records.
Submitting a Claim Online (NOW System)
All claims submitted through NOW will be placed on hold forapproval by Contract Administration. Carrier reserves the right toaudit all claims to confirm validity, including contacting thehomeowner.
1818
Remember, allclaims forreimbursement –online or paper –must be submittedwithin 60 days ofthe repair date tobe honored.
Filing a Claim, cont’d
Submitting a Paper Claim
To submit a claim for reimbursement with a paper form, use the Parts & Labor Claim Form (see
Appendix F) or Parts Credit Claim Form (see Appendix E) and follow the steps below, making sure
the information is complete, correct, and clearly printed or typed. Forms are also available from
your distributor.
1. Fill out the Claim Form completely; a description of the work performed and parts replaced must be
included in the bottom section of the form.
2. Separate the copies of the Claim Form and distribute them to the appropriate parties as instructed
by your distributor.
3. Attach the service work-order to the original copy of the claim.
4. Submit the original copy of the Claim Form and the work-order within 60 days of the service work-order
completion date.
Claim Validity
While the vast majority of dealers are committed to integrity in their business operations, Carrier must
protect homeowners and the company from “Creative Claiming” – making inaccurate or falsified claims,
a rare practice that is both unethical and illegal.
As a result, Carrier reserves the right to perform reasonable auditing procedures on all claims – including
contacting the homeowner – to confirm their validity.
To ensure that your claims are processed efficiently and without complication, please make sure all claim
forms and/or online data fields are complete and accurate before submitting them for reimbursement.
Other Documentation
Contract Administration may require additional documentation concerning a claim, including (but not
limited to) invoices, the signed customer service ticket, parts receipt, a copy of the maintenance
agreement, and an Authorization Form (see Appendix J) signed by the distributor service manager. As
a result, dealers are expected to keep legible records of work performed and materials used.
Requests for these documents may be random unless a prior claiming issue warrants further
investigation. All additional documentation requests must be fulfilled within two weeks or the claim will
be rejected. Claims that exceed $750 should include these documents automatically.
Use of a non-Carrier-branded part in an emergency is allowed, but must be claimed through a paper
claim and include a copy of the customer signed service ticket for processing.
19
Claim Reimbursement Guidelines
Reimbursements are based on the actual costs to the dealer rather than a “list” or “master” price. The
following sections provide guidelines for Labor Only, Parts & Labor, and Parts Only payment allowances.
Labor Only Contracts (2nd Year Labor Only, 1-10 Year Labor – Compressor, 2-10 Year Labor – Compressor)
• Labor claims are paid at the rate specified by the plan type indicated on the contract.
• Drive-up time is 1/2 hour. No added labor will be awarded for excessive mileage.
• Diagnostic time is 1/2 hour.
• Overtime rates and/or charges for more than one technician at the repair site will not be covered.
• The maximum allowable repair times that can be claimed are listed in Appendix B. Claims that exceed
the listed standard times will be adjusted to the allowable time by Contract Administration. All labor
hours are paid at the rate specified by the plan type indicated on the contract.
• The reimbursement for any repair or replacement parts covered by a Carrier Service Manager’s
Bulletin (SMB) shall be governed by the SMB, which will take precedence over the optional
warranty terms.
2020
Filing a Claim, cont’d
Parts & Labor Contracts (1-5 P&L, 2-5 P&L, 1-10 P&L, 2-10 P&L)
• Labor claims are paid at the rate specified by the plan type indicated on the contract.
• Drive-up time is 1/2 hour. No added labor will be awarded for excessive mileage.
• Diagnostic time is 1/2 hour.
• Overtime rates and/or charges for more than one technician at the repair site will not be covered.
• Compressors covered by a Standard Warranty do not qualify for a parts mark-up, but do qualify for a
$50 Compressor Handling Allowance. These replacement compressors must be obtained from your
distributor to qualify.
• Parts may receive a mark-up of 70% not to exceed $100.
• Emergency, non-Carrier-branded parts purchased for an eligible product can be claimed for
reimbursement at the dealer’s cost, plus a normal mark-up of 50% (not to exceed $100). Non-Carrier-
branded parts may only be used in emergency situations where unacceptable delays would result from
Carrier-branded parts being unavailable within a reasonable time frame. These parts must be claimed
using a paper claim form and include a signed customer service ticket for processing.
• Puron®
refrigerant can be claimed at the rate of $9/lb and R-22 refrigerant can be claimed at the rate
of $6/lb, both with the maximum allowable amount on any claim corresponding to the recommended
system charge. Refrigerant costs higher than this will be adjusted by Contract Administration to the
allowable amounts.
• Refrigerant claims should be made in the appropriate section of the Claim Form or NOW claiming
system. Refrigerant claimed as field service material or included as a parts claim will not be honored
by Contract Administration. Refrigerant handling time is included in the allowable labor schedule.
• Field service materials include only ancillary materials used during a repair, such as duct tape, wire, etc.
Any field service material costs above 5% of the total labor charge may be rejected.
• DOA compressors are not eligible for warranty claims; reimbursement credit must be applied for
through Contract Administration.
• Freight or handling charges will not be reimbursed.
• The maximum allowable repair times that can be claimed are listed in Appendix B. Claims that exceed
the listed standard repair times will be adjusted to the allowable time by Contract Administration. All
labor hours are paid at the rate specified by the plan type indicated on the contract. Claims requiring
multiple part replacements will not result in cumulative hours awarded. Please select the longest repair
time allowed for the parts replaced for use on these claims.
• The reimbursement for any repair or replacement parts covered by a Carrier Service Manager’s Bulletin
(SMB) shall be governed by the SMB, which will take precedence over the optional warranty terms.
• State and/or local sales tax on parts may be reimbursed where applicable. Tax will not be awarded
on parts covered by Standard Warranty.
21
Parts Only Contracts
• All components repaired or replaced during a single service call should be submitted on the same
claim form.
• The reimbursement for any repair or replacement parts covered by a Carrier Service Manager’s Bulletin
(SMB) shall be governed by the SMB, which will take precedence over the optional warranty terms.
• State and/or local sales tax on parts may be reimbursed where applicable. Tax will not be awarded
on parts covered by standard warranty.
• Carrier-supplied parts for use on eligible products can be claimed for reimbursement at the dealer’s
actual cost.
• DOA compressors are not eligible for warranty claims; reimbursement credit must be applied for
through Contract Administration.
• Freight or handling charges will not be reimbursed.
To a new dealer. If the dealer registered on the contract is no longer a Carrier dealer, or no longer able
to provide service or equipment for an optional warranty contract, the contract may be transferred to
another dealer in the area. The request must be made in advance by the servicing distributor, through
the use of a Dealer Transfer Form (see Appendix H), and approved by Contract Administration, who will
assign another dealer to service the contracts.
At any time, a request may be made by the homeowner for the transfer of Optional Extended Warranty
coverage to an authorized dealer of their choice. This transfer will be initiated by the distributor in the
form of written notice to all parties involved. Transfer of coverage will become effective 30 days from the
date of written notice.
Service/repairs made by an unregistered dealer will not be honored by Contract Administration.
Preference for dealer assignment will be given to FAD dealers based on proximity to the original dealer
when transferring the contracts.
To a new homeowner. All Carrier Optional Warranty contracts can be transferred to a new homeowner
with no fee, as long as the original equipment remains in the original location and application. (See
Appendix I for the Homeowner Transfer Form.)
Transferring Contracts
2222
Assessment Score
The Assessment Score is a standard benchmarking tool established to help you evaluate and
manage your optional warranty business; it compares actual claims filed on your open contracts to
the amount of expected claims for these contracts.
Expected claims are calculated with consideration given to the type, price and age of each contract
and all administrative and support costs associated with a claim (see Sample Assessment Score).
Frequency of claims, number of remaining years on the contract, and cost of claims are also
considered. Component failures or change-outs driven by a Service Manager’s Bulletin will be
handled outside of the Optional Warranty Program and will not affect individual Assessment Scores.
Optional warranties are good for your customers and good for your
business – especially if your warranty service operations are profitable.
Now the Carrier Optional Warranty Program includes a new tool you
can use to assess your performance and help you manage your
business more efficiently.
Sample AssessmentScore
If all of thecontracts a dealerhas sold are assignedan expected claimtotal of $2000, andthe sum of actualclaims made is$1500, then thedealer’s AssessmentScore is 75(1500/2000 x100).
5. Program Evaluation Tools
What the Score Means
Intended to be a uniform measure of how a dealership is managing its optional warranty business,
the Assessment Score reflects how many contracts a dealer sells, the number of service calls
administered, and the value of the claims filed.
A low Assessment Score is a potential indication of many positive characteristics, such as well
trained technicians, quality sales techniques, and a well managed business in general.
A high Assessment Score may indicate potential issues, such as the need for better sales and
technical training, or the need for adherence to policy or other similar issues.
Score Range Evaluation
0-100 A
101-125 B
126-150 C
151-175 D
176+ F
Assessment Score Guidelines
Typically, 95% of dealers fall in the A to C range and only 2% receive a grade of F and require corrective action.
A dealer should strive to maintain a score of less than 125.
23
How the Score is Used
The Assessment Score will be calculated for each dealer at the beginning of each year, based on prior
claiming history. Once established, the score will be updated and reported every quarter.
An Assessment Score of 175 or greater will prompt immediate corrective action by the program until the
dealer’s score returns to an acceptable level and the reason for the score is addressed.
Corrective action may include additional training, enrolling the dealer in a 100% parts return program,
removal from the online NOW claiming system and other initiatives. If the dealer’s score does not drop
below 175 within six months, the dealer may become ineligible for the Optional Warranty Program.
Warranty Program Reporting
Monthly business reports will be calculated quarterly and released through distribution to help you
evaluate and manage your optional warranty business. These reports will include current and prior year
performance and track sales based on the number of contracts sold. These quarterly scores will be an
indicator of your performance through the year. Quarterly reports are intended to help dealers track their
performance and address any issues as early as possible.
How to improve an Assessment Score
• Encourage regular technical training for your installation
and service technicians.
• Properly diagnose each repair/replace issue.
• Reduce claiming activity driven by factors stated above.
• Monitor quarterly Assessment Score reports and
address issues early before they spiral out of control.
• Sell more optional warranty contracts. Assuming
claiming issues are related to a handful of problem
installations, this will give you a broader base over
which to spread your actual claims.
• Talk with your Distributor Service Manager to develop a
complete action plan and review other suggestions.
Scores for new dealers
New dealers or dealers who have not sold Carrier
Optional Warranty contracts in the past will be given a
default Assessment Score of 100. If the dealer has 19 or
fewer open optional warranty contracts when Assessment
Scores are next reported (at the end of every quarter) the
default score of 100 will remain. When a dealer has 20 or
more open optional warranty contracts at the time when
Assessment Scores are established, the company’s
claiming history will be considered and an actual
Assessment Score will be awarded.
2424
Contact Information
All documents should be sent directly to Contract Administration at the following location:
Carrier Corporation
Contract Administration, TR-18S
P.O. Box 4808
Syracuse, NY 13221
Phone: (315) 433-4010
Fax: (860) 998-2941
Appendix
25
Entire Heating and Cooling Systems*
To qualify for system purchase, all equipment (except coils+) must be manufactured by
Carrier, and all coils must be ARI Certified Matching through Carrier. A
thermostat/control must be paired with one of the components listed below.
• SS A/C and ARI Certified Matching Fan Coil or Furnace Coil
• SS A/C and Furnace (An independent coil can be used with this combination,
however, the coil will not be covered.)
• SS A/C, Furnace, and ARI Certified Matching Furnace Coil
• SS HP and ARI Certified Matching Fan Coil or Furnace Coil
• SS HP, Furnace, and ARI Certified Matching Furnace Coil
• 0-5 Ton Packaged A/C
• 0-5 Ton Packaged HP
• Gas/Electric Packaged Unit
• HYBRID HEAT®
Dual Fuel Packaged Unit
* Excludes compressor/heat exchanger parts; includes condenser coil on SS/packaged unit.
+ A third party coil may be used, but will not be covered by this program.
Cooling and Heating Equipment
• SS A/C
• SS HP
• Gas/Oil Furnace
• Fan Coil
• Boiler
• Condenser Coil
* Excludes compressor/heat exchanger parts; includes condenser coil on SS/packaged unit.
Zoning Products and Controls
• Infinity™ Control (NIM, SAM included)
• Infinity™ Zoning Control (NIM, SAM, control board, dampers included)
• Performance™ Series Comfort Zone II (dampers included)
• Comfort™ Series Three-Zone (dampers included)
• Carrier Programmable Thermostat (covered with a system)
• Carrier Non-Programmable Thermostat (covered with a system)
Air Treatment Products
• Infinity Air Purifier (filters not included)
• Carrier Electronic Air Cleaner (filters not included)
• Carrier Humidifier (pads not included)
• Carrier HRV or ERV
• UV lights (bulb replacement not included)
Compressor
• Compressor for SS A/C, PAC AC, or Gas/Electric PAC
• Compressor for SS HP, PAC HP, or HYBRID HEAT Dual Fuel PAC
Generators
• Air-Cooled Generators (includes transfer switch)
• Liquid-Cooled Generators (includes transfer switch)
Appendix A - Eligible Equipment
Allowances $
Puron® refrigerant per lb. $9
R-22 per lb. $6
HRS
Drive-up 0.5
Diagnostic 0.5
A/C and Heat Pump
Accumulator* 3.0
Compressor* 4.0
Condenser Coil* 4.0
Condenser Fan Motor 1.0
Contactor 0.5
Defrost Board 0.5
Dual Capacitor 0.5
TXV (located in O/D unit) 2.0
Main Control Board 0.5
Pressure Switch* 2.5
Reversing Valve* 3.5
Service Valve* 3.0
Soft Start 0.5
Solenoid Valve 1.5
Start Capacitor & Relay 0.5
Strainer* 2.0
Thermistor 0.5
Time Delay Relay 0.5
All Other Components 0.5
Furnace Coil/Fan Coil
Check-Flo-Rate/Piston* 1.5
Blower Motor 1.0
Blower Motor Assembly 0.5
Blower Wheel 1.0
Circuit Board: var. sp 1.5
Circuit Board: others 1.0
Coil Change Out* 3.0
Coil Leak Repair* 2.5
Drain Pan 3.0
Solenoid* 1.5
Strainer* 1.5
TXV* 1.5
All Other Components 0.5
Oil Furnace
Beckett Burner Assembly 1.0
Drum Heat Exchanger 4.0
Igniter Electrodes 0.5
Oil Nozzle 0.5
Oil Pump 1.0
All Other Components 0.5
HRS
Gas Furnace
Blower Assembly 0.5
Blower Motor 1.0
Blower Wheel 1.0
Capacitors 0.5
Circuit Board: var. sp 1.5
Circuit Board: others 1.0
Collector Box 1.5
Coupling Box: multi poise 3.5
Coupling Box: others 1.5
Draft Safeguard Switch 0.5
Flame Sensor 0.5
Gas Valve 1.0
Heat Exchanger-Primary 4.5
Heat Exchanger-Secondary 2.5
Hot Surface Igniter 0.5
Igniter Controls 0.5
Inducer Motor 1.0
Inducer Motor Kit 0.5
Inducer Wheel 0.5
Limit Switch 0.5
Pilot Assembly 1.0
Pressure Switch 1.0
Rollout Switch 0.5
Transformer 0.5
Wiring Harness 1.0
All other components 0.5
IAQ/Controls
EAC Component 0.5
Humidifier Component 0.5
Zone Control/Board 1.0
Zone Damper 1.0
Zone Component 0.5
Vent Perfect 0.5
Strip Heater 0.5
Thermostat 1.0
All other components 0.5
Generators
Engine Long Block† 5.0
Rotor/Stator Assembly† 4.0
Cylinder Heads† 2.0
Fuel Regulator 1.0
All Other Components 0.5
HRS
Small PAC 0-5 Ton
Accumulator* 3.0
Check-Flo-Rate/Piston* 2.0
Blower Assembly 1.0
Circuit Board 1.0
Collector Box 1.0
Compressor* 4.0
Contactors 0.5
Coupling Box 1.0
Crankcase Heater 0.5
Dual Capacitor 0.5
Economizer Motor 0.5
Evaporator/Condenser Coil* 4.0
Flame Sensor/Igniter 0.5
Gas Valve 0.5
Heat Exchanger Assembly 5.0
IGC, HP, ICM Circuit Board 1.0
Igniter Control Pack 0.5
Inducer Motor Kit 0.5
Limit Switch 0.5
Low-Ambient Controller 0.5
Outdoor Motor/Fan 0.5
Pilot Assembly 0.5
Pressure Switch (cooling)* 1.5
Pressure Switch (heating)* 0.5
Reversing Valve* 3.5
Rigging On Rooftop Units 2.0
Rollout Switch/Temp 0.5
Act Switch
Start Capacitor and Relay 0.5
Strainer* 2.0
Time Delay Relay 0.5
Transformer 0.5
Wiring Harness 0.5
All Other Components 0.5
Boiler
Aquastat 0.5
Batteries/Heat Exchanger 4.0
Push Nipples 4.0
Water Pump 1.0
All other components 0.5
Appendix B - Allowable Labor Hours+
and Refrigerant Costs
+ Claims requiring multiple part replacements will not result in cumulative hours awarded.
Please select the longest repair time allowed for the parts replaced for use on these claims.
* Times include refrigerant evac/recharge.
† Call prior to repair for approval for liquid cooled model.
26
27
Furnaces
1/3 HP PSC Motor
1/2 HP PSC Motor
3/4 HP PSC Motor
1 HP PSC Motor
740 Pilot
24 Volt Transformer
Capacitors
Circuit Boards (Main and
Inducer)
Flame Sensor
High Temperature RTV Silicone
Hot Surface Igniter
Igniter Control
Inducer Motor and/or Inducer
Motor Kit
Limit Switches
Furnace Coils and Fan Coils
1 to 5 Ton TXVs
AccuRater Body
Assorted Pistons
Blower Motors
A/Cs and HPs
Condensing Fan Motor
Contactors
Defrost Timer
Dual Capacitors
Hard Start Kit
High-/Low-Pressure Switches
Main Control Boards
Outdoor Pistons
Service Valves
Soft Start Kit
Solenoid Valves
Time Delay Relay
Oil Furnaces
Igniter Electrodes
Oil Pump
Boilers
Aquastat
Low Water Cut-Offs
Water Pump
Appendix C - Recommended Replacement
Parts for Vehicle and
Dealer Inventory
Dealer: Send this form to your distributor.Distributor: Send this form to -
Carrier CorporationContract Administration, Tr-18SP.O. Box 4808Syracuse, NY 13221
Dealer Name ___________________________________________________________________________________
Address ________________________________________________________________________________________
City _____________________________________State__________________________________Zip_______________
Area Code ___________________Phone Number ______________________________________________________
Check one: Business Entity Individual
FEIN (Business Entity) or SSN (Individual)___________________________________________________
By execution of this Dealer Application and Participation Agreement ("Agreement"), the undersigned dealer (the "Dealer") hereby applies to participate in the Carrier Optional Warranty Program (the "Program") and acknowledgesand agrees as follows:
1. The Dealer has received and read the Carrier Optional Warranty Program Guide (the "Guide") and understandsthat it sets forth the terms and conditions of the Program.
2. The Dealer agrees to comply with and be bound by all of the terms and conditions of the Program.
3. The Dealer's participation in the Program is subject to both distributor and Carrier Corporation approval.
4. Carrier Corporation may immediately terminate the Dealer's participation in the Program without prior written notice to the Dealer if Carrier Corporation determines, in its sole and absolute discretion, that any of the followinghave occurred:
a. the Dealer files an inaccurate or falsified claim or otherwise engages in fraudulent or unethical behaviorb. the Dealer files or is served with a petition of voluntary or involuntary bankruptcy, becomes insolvent or otherwise is unable to continue its business operations.
5. Carrier Corporation may terminate the Dealer's participation in the Program upon thirty (30)-days prior written notice to the Dealer if Carrier Corporation determines, in its sole and absolute discretion, that the Dealer's Assessment Score exceeds 175 for a period of six (6) consecutive months.
6. The Dealer may terminate its participation in the Program at any time, with or without cause, upon thirty (30)-days prior written notice to Carrier Corporation.
7. Upon termination of the Dealer's participation in the Program for any reason, Carrier Corporation reserves the rightto assign all Optional Warranty Agreements to an alternative dealer or contractor designated by Carrier Corporationand the Dealer shall thereafter be prohibited from submitting any further applications for optional warranty coverageor receiving further reimbursements of any kind from Carrier Corporation pursuant to the Program for services rendered after the reassignment.
8. This Agreement and the rights and obligations of the Dealer pursuant to the Program shall remain in full force andeffect until terminated by either Carrier Corporation or an authorized representative of the Dealer.
9. Carrier Corporation reserves the right to revise the Guide and the terms and conditions of the Program at any timeand any such revised terms and conditions shall be binding upon the Dealer upon delivery or written notice to theDealer setting forth such revisions.
Name of authorized Dealer representative ___________________________________________________ (print)
"I have read this document and agree to its terms." _________________________________________________ (signature)
Date: ______________________________
Please forward to your Distributor for completion
FOR DISTRIBUTOR USE ONLY
Distributor company name _______________________________________________________________________
Distributor authorized signature ___________________________________________________________________
Distributor computer ID number, 7 digit ___ ___ ___ ___ ___ ___ ___
Dealer computer ID number, 5 or 6 digit ___ ___ ___ ___ ___ ___
CARRIER CORPORATION APPROVAL
By: __________________________________________________________
Printed: __________________________________________________________
Title: __________________________________________________________
Date: __________________________________________________________
OPTIONAL WARRANTY PROGRAM
DEALER APPLICATION AND PARTICIPATION AGREEMENT
28
Appendix D - Dealer Application and Participation Agreement
SAMPLE
APPLICATION MUST BE SUBMITTED WITHIN
60 DAYS OF REPAIR
0 STOCK / INVENTORY 4 OUT OF WTY EXCHANGE
1 1ST YR WTY 5 OPTIONAL CONTRACT*
2 EXTENDED WTY 6 SALVAGE COMPRESSOR
3 SERVICE PART 7 COMPETITIVE EXCHANGE
* INDICATE OPTIONAL CONTRACT NO. HERE
QTY UNIT INSTALLED/ /
FAILED/ /
REPAIRED/ /
QTY. INSTALLEDMO DAY YR
/ /
/ /
/ /
/ /
/ /
/ /
/ /
/ /
/ /
/ /
ROOF TOP HOURS PER HOUR % TOTAL LABORPOUNDSREFRIG
$ PER POUND TOTAL REF. COST FLD SERV MATL'S TOTAL
SERVICER
DISTRIBUTOR
FACTORY
SLS SLIP NO.SELLER PURCHASE DATE
DISTRIBUTOR IDDISTRIBUTOR
DIST. REF. DIST. CREDIT
WARRANTY STATUSCUSTOMER
STATE ZIP PHONE
CU
ST
OM
ER
INF
OR
MA
TIO
N
STREET
CITY
SERVICER SERVICER ID
PHONESTATE ZIP
STREET
CITY
BASE UNIT MODEL OR PRODUCT NUMBER BASE UNIT SERIAL NO.
SMB/FACTORY PROGRAMS:CLAIM X REF.
CIRCLE REPAIR TYPE: (C) (L) (M) (X) (U) DISTRIBUTOR APPROVAL BY: DATE:
COMMENTS:
FACTORY APPROVAL BY: DATE:
REPLACEMENT
FAILED
REPLACEMENT
LABOR & FIELD PURCHASE MATERIAL SHOULD NOT BE COMPLETED UNLESS AUTHORIZED BY A FACTORY PROGRAM. ASK YOUR DISTRIBUTOR
I CERTIFY THAT THIS IS A TRUE AND COMPLETE STATEMENT OF WORK CARRIED OUT.DEALER SIGN
DATE:
PART NUMBER (NOT VENDOR NUMBER) COMPRESSOR SERIAL NUMBER
FAILED
FAILED
REPLACEMENT
FAILED
REPLACEMENT
FAILED
REPLACEMENT
29
Appendix E - Parts Credit Claim Form
30
Appendix F - Parts & Labor Claim Form
31
Parts & Labor Claim Form Example
32
Appendix G - Extended Warranty Registration Form
33
Appendix H - Dealer Transfer Form
Contractor/Dealer: Send this form to your distributor.Distributor: Send this form to -
Carrier CorporationContract Administration, Tr-18SP.O. Box 4808Syracuse, NY 13221
CURRENT DEALERCompany Name ___________________________________________________________________________________
Address ________________________________________________________________________________________
City _____________________________________State__________________________________Zip_______________
Area Code ___________________Phone Number ______________________________________________________
Check one: Incorporated Unincorporated Individual
Federal Tax Identification Number (Business)___________________________________________________
Social Security Number (Individual) ___________________________________________________________
Name of contractor / dealer owner or general manager _____________________________________________________
DEALER TO RECEIVE CONTRACTSCompany Name ___________________________________________________________________________________
Address ________________________________________________________________________________________
City _____________________________________State__________________________________Zip_______________
Area Code ___________________Phone Number ______________________________________________________
Check one: Incorporated Unincorporated Individual
Federal Tax Identification Number (Business)___________________________________________________
Social Security Number (Individual) ___________________________________________________________
Name of contractor / dealer owner or general manager _____________________________________________________
"I have read the Program Guide and agree to its terms and conditions." _________________ (Initial)
Contractor / dealer authorization signature ______________________________________________________________
Please forward to your Distributor for completion.
FOR DISTRIBUTORS USE ONLY
Distributor company name ____________________________________________________________________________
Distributor authorized signature ________________________________________________________________________
Distributor computer ID number, 7 digit ____ ____ ____ ____ ____ ____ ____
Receiving Dealer's computer ID number, 5 or 6 digit ____ ____ ____ ____ ____ ____
OPTIONAL WARRANTY PROGRAM
CONTRACTOR / DEALER TRANSFER FORM
34
Appendix I - Homeowner Transfer Form
Contractor/Dealer: Send this form to your distributor.Distributor: Send this form to -
Carrier CorporationContract Administration, Tr-18SP.O. Box 4808Syracuse, NY 13221
CURRENT HOMEOWNERName __________________________________________________________________________________________
Address ________________________________________________________________________________________
City _____________________________________State__________________________________Zip_______________
Area Code ___________________Phone Number ______________________________________________________
HOMEOWNER TO RECEIVE CONTRACTName __________________________________________________________________________________________
Area Code ___________________Phone Number ______________________________________________________
"This optional warranty has been explained to me and I agree to its terms and conditions." _______________ (Initial)
Homeowner signature _____________________________________________________________________________
Contractor / dealer authorization signature ____________________________________________________________
Please forward to your Distributor for completion.
FOR DISTRIBUTORS USE ONLY
Distributor company name _________________________________________________________________________
Distributor authorized signature _____________________________________________________________________
Distributor computer ID number, 7 digit ____ ____ ____ ____ ____ ____ ____
OPTIONAL WARRANTY PROGRAM
HOMEOWNER TRANSFER FORM
35
Contractor/Dealer: Send this form to your distributor.Distributor: Send this form to -
Carrier CorporationContract Administration, Tr-18SP.O. Box 4808Syracuse, NY 13221
DEALERCompany Name ___________________________________________________________________________________
Address ________________________________________________________________________________________
City _____________________________________State__________________________________Zip_______________
Area Code ___________________Phone Number ________________________________________________________
Claim # to be authorized_____________________________________________________________________________
Name of contractor / dealer owner or general manager _____________________________________________________
Please forward to your Distributor for completion.
FOR DISTRIBUTORS USE ONLY
Distributor company name ____________________________________________________________________________
Authorizer's name ___________________________________________________________________________________
Distributor computer ID number, 7 digit ____ ____ ____ ____ ____ ____ ____
Dealer's computer ID number, 5 or 6 digit ____ ____ ____ ____ ____ ____
OPTIONAL WARRANTY PROGRAM
DISTRIBUTOR CLAIM AUTHORIZATION FORM
By signing this Authorization Form you attest that you have reviewed this claim and confirm its accuracy.
Appendix J - Distributor Authorization Form
Appendix K - Inspection Report
Customer Name: Street Address:
City: State: Zip Code: Phone: ( )
Make Unit Model # Unit Serial #
Make Unit Model # Unit Serial #
Make Unit Model # Unit Serial #
Dealer/Contractor Name:
Street Address: City:
State: Zip Code: Phone: ( )
INSPECTION REPORTInspection Report must accompany registrations for warranties that cover equipment installed over one year ago.
Dealer Signature Date Customer Signature Date
* For Packaged Equipment use Gas Heating or Air Handler for Heating Checks.
BY COMPLETING THIS CERTIFICATE, I CERTIFY THAT I HAVE PERSONALLY PERFORMED THE REQUIRED INSPECTION PER THE MANUFACTURER’S CHECK, TEST AND
START-UP PROCEDURES. I HAVE INFORMED THE CUSTOMER THAT HIS/HER SIGNATURE AS WELL AS MINE ARE REQUIRED TO MAKE THIS CERTIFICATE VALID.
Pilot Light/Spark
Ignition or Hot Surface
Igniter Operational
Good/Bad
Heat Exchanger
Check for
Cracks/Leaks
Blower
Heat Speed RLA
____
Cooling Speed
RLA ____
Gas Valve Operation
Inlet Pressure
________
Manifold
Pressure ______
Thermocouple
Millivolts
__________
LP or Natural Gas
Circuit Board
Operation
Good/Bad
Limit Control
Operational
Good/Bad
Vent System
Condition
Good/Bad
Temperature Rise
_____
Filter Clean Yes/No
Heat Anticipator
Setting _______
CONDENSING UNIT, HEAT PUMP OR PACKAGED UNIT
Line Voltage ______
Low Voltage ______
Refrigerant Type Head Pressure Suction Pressure
Liquid Line Temperature Suction Line Temperature Compressor RLA Condenser Fan Motor Amps
Crankcase Heater Working
Circuit Board Operation
Good/Bad
Coil Clean/Fin Damage/
Evidence of Leak/
Signs of Oil
Relays/Capacitors
Good/Bad
Sub-Cooling Temperature
AIR HANDLERS/FAN COILS
OIL HEAT
Line Voltage ______
Low Voltage ______
Blower Motor RLA _______
Filter Clean Yes/No
Heater Kilowatts _______
Fuse Limits Checked Yes/No
Nozzle Clean Yes/No Electrodes Clean and Located
Correctly Yes/No
Draft and Combustion Set Up and
Checked for Proper Operation
* Use Gas Heat Section for applicable information.
FURNACE COIL
Clean Drains including Drain
Lines
Fin Damage/
Evidence of Leaks/
Signs of Oil
Captube/Piston/TXV
GAS HEATING APPLIANCE
GENERATORS
Battery and
Battery Cables
Spark Plugs Air Filter Oil Filter Fuel Oil Seals Intact
Regulator
* Also Use Furnace Coil Section in addition to the Air Handlers/Fan Coils.
Appendix L - Service Ticket
37
01-811-20204-10 © Carrier Corporation 2008
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