Warranty + Guarantee Management Reference

Why this matters

Warranties + guarantees define what you promise customers + your responsibilities afterward. Clear warranty management protects customers + business. The tech who understands warranties handles claims professionally. This is the field card.

Warranty types

Manufacturer warranty:

• Equipment manufacturer's promise
• Length varies (1-25 years; lifetime sometimes)
• Specific terms
• Customer registers (sometimes required)

Workmanship warranty (your install):

• Your company's promise
• Length varies (typically 1 year)
• Covers your install + labor
• Standard part of service

Service warranty (your repair):

• Covers the specific repair
• Length varies (30-90 days, sometimes longer)
• Limited to that repair

Extended warranty:

• Customer purchase
• Beyond manufacturer's coverage
• Sometimes through manufacturer; sometimes third-party

Standard residential warranties

HVAC equipment (manufacturer):

• 5-10 year parts warranty common
• 10 year compressor (some)
• Lifetime heat exchanger (some)
• Customer registration sometimes required

Water heater (manufacturer):

• 6-12 year tank
• 1-3 year parts

Appliances (manufacturer):

• 1 year standard
• 5-10 year on certain components (varies)

Roofing (manufacturer):

• 25-50 year asphalt shingles
• Pro-rated warranties
• Installation must be per manufacturer for full warranty

Electrical equipment:

• 1-10 years typical
• Lifetime on some

Plumbing fixtures:

• Limited lifetime (often)
• Varies by manufacturer

Workmanship warranty (your standard)

Typical:

• 1 year on labor
• 30-90 days on small repairs
• Defined scope (covers your work; not customer's actions)

What's covered:

• Faulty installation
• Workmanship defects
• Components you supplied

What's NOT covered:

• Customer abuse
• Acts of nature
• Customer's other work
• Wear + tear

Define clearly in your warranty document.

Warranty documentation

For each install:

Customer receives:

• Manufacturer warranty (with equipment)
• Your workmanship warranty (written)
• Invoice / receipt
• Equipment serial / model numbers
• Date of installation

You retain:

• Same documentation
• Service record
• Photos

Customer keeps for their records.

Manufacturer warranty registration

Customer's responsibility usually:

• Register equipment with manufacturer
• Within timeframe (often 30-90 days)
• Some warranties void without registration

Some manufacturers:

• Register automatically (tech does at install)
• Customer-online registration
• Mail-in card

Verify per manufacturer.

When customer calls for warranty service

Customer reports issue:

Verify:

• Warranty still active
• Issue covered
• Customer met any conditions

Action:

• Diagnose issue
• Determine if warranty-covered
• Communicate findings
• Handle accordingly

Manufacturer warranty claim

For manufacturer-covered:

1. Diagnose issue + identify failed component
2. Verify warranty active (registration, age)
3. Contact manufacturer OR file claim per their process
4. Manufacturer authorizes part (sometimes; sometimes proactive)
5. Receive replacement part
6. Install + bill customer for labor (typically not labor-covered)
7. Document for manufacturer

Labor on warranty parts

Most manufacturer warranties:

• Cover parts only
• Labor billed separately to customer
• Customer sometimes surprised

Educate:

• "Manufacturer covers part; we charge labor"
• "Your equipment warranty doesn't cover labor"
• Make clear upfront

Your workmanship warranty claims

When customer returns for your install issue:

Diagnose:

• Was it your install error?
• Or different issue?
• Or wear?

If your error:

• Fix at no charge
• Don't argue
• Make right

If wear / other issue:

• Diagnose + estimate
• Customer pays
• Not warranty issue

Warranty disputes

Customer claims warranty applies; you don't think so:

Listen + investigate:

• Customer's evidence
• Documentation
• Your records

Communication:

• Respectful
• Documentation-based
• Sometimes escalate to manager

Resolution:

• Cover (if borderline)
• Decline (if clearly not warranty)
• Compromise sometimes

Warranty + insurance

Customer's homeowner's insurance:

• Usually doesn't cover equipment failure
• Sometimes covers damage from failure
• Different from warranty

You + insurance:

• Your general liability
• Workers' comp
• Auto

Common warranty mistakes

By customer:

• No registration (manufacturer voids)
• Modified equipment (voids)
• Used outside intended (voids)
• DIY repair (often voids)

By tech:

• Inadequate install (voids manufacturer)
• Wrong replacement part (voids)
• Skipping commissioning steps (voids some warranties)

By business:

• No written workmanship warranty
• Ambiguous terms
• Inconsistent application

Warranty length strategy

Standard offering:

• 1 year workmanship
• 30-90 days on repairs
• Pass-through manufacturer

Premium:

• Extended workmanship (2-10 years)
• Premium pricing
• Differentiation

Sale tactic:

• "Lifetime guarantee" (define scope carefully)
• Some businesses
• Costs vs benefits

Warranty as sales tool

Customer comparison:

• Some shop on warranty length
• Stronger warranty = perceived quality
• Marketing value

Reality:

• Warranty backed by ability to honor
• "Lifetime" only as long as business exists
• Realistic over hype

When customer asks about warranty during sale

Be specific:

• "Equipment has X years manufacturer warranty"
• "We provide X year workmanship warranty"
• "Here's what's covered"
• "Here's exclusions"

Customer informed; not surprised later.

Documentation as warranty support

For each install:

• Photo before / after
• Equipment serial numbers
• Customer signature
• Commissioning data (HVAC: refrigerant charge, combustion test)
• Warranty paperwork provided

When warranty claim comes: documentation supports.

Equipment registration

Help customer:

• Provide registration cards / online links
• Sometimes do for them
• Document registration done

Customer's responsibility but helpful service.

When you can't fulfill warranty

If your business can't honor:

• Customer's right to be made whole
• Sometimes refund OR alternative
• Don't disappear
• Reputation depends on honoring

Extended warranties (third-party)

Customer may have:

• Home warranty company
• Extended service contracts
• Different from manufacturer

Process:

• Customer files with warranty company
• They authorize your work
• Restrictions on scope
• Lower pricing (your rate vs their rate)

When customer has home warranty

Working with home warranty companies:

• (See related article)
• Standard processes
• Specific scope limits
• Payment timelines

Recall handling

References

• Manufacturer warranty documents
• Magnuson-Moss Warranty Act (federal)
• State warranty law (varies)
• Manuall internal: Service Contracts Design, Customer Communication Standards