Claims: Communicating coverage with Owners, troubleshooting and maintenance
When it comes to receiving a call from a customer whose HVAC equipment has an Extended Warranty Service Contract, there are some important steps to keep in mind. The service company representative will first want to get all pertinent information to allow for verification of the Extended Warranty and will also want to make sure that coverage is in effect. The next important step is to walk the equipment owner through the basic trouble-shooting steps, to see if the condition can be remedied over the phone and not require dispatch of a service technician.
Following are a few of the most common troubleshooting tips:
1. Circuit breakers or fuses : Check to see if tripped or replacement needed
2. Dirty Filters : Check for replacement if dirty or clogged
3. Poor airflow : Make sure supply and return vents are unobstructed
4. Fuel : Verify that unit is receiving fuel or power and that valves are open
5. Safety switches : Make sure they are not tripped and reset – inside and outside units.
Please see the website links at the end of this FAQ for a more comprehensive resource of troubleshooting suggestions.
The next step is one of the most important. The service representative will need to explain to the owner the coverage that is allowed by the extended warranty. This step will help avoid confusion, which is very important and will help the owner understand the technician’s diagnosis and any costs that the owner may be responsible for. One thing the service representative should communicate, before a service technician is dispatched, is that the extended warranty covers the cost of mechanical failures – or breakdowns. This means a part has stopped working and needs to be replaced.
The owner needs to be aware that the following is not covered and will be the cost of the owner at the time of service:
- Adjustments or tightening loose fittings
- Resetting switches
- Cosmetic issues
- Condensate clogs
- Maintenance
- Dirty Filters
- Adjusting thermostats
Please refer to paragraph 3 and 9 of the Extended Warranty Terms and Conditions and for a comprehensive list of exclusions.
It is also important to inform the owner that HVAC manufacturers require the equipment to be properly maintained, which helps the equipment operate efficiently for many years. If the equipment is not properly maintained some manufacturers have the right to deny the parts warranty, which could result in additional cost to the owner. Some parts such as belts and filters, to name two, need to be replaced as part of normal wear and tear and are not covered under this extended warranty.
HVAC unit trouble shooting links:
http://www.trane.com/residential/for-owners/troubleshooting
http://www.carrier.com/homecomfort/en/us/for-owners/
http://www.hannabery.com/faq.shtml
HVAC equipment recommended maintenance links:
http://www.trane.com/residential/for-owners/maintenance-tips
http://www.carrier.com/homecomfort/en/us/for-owners/
What is not covered - Exclusions:
See paragraph 3 and 9 of the Extended Warranty Terms and Conditions.