A warranty claim follows four steps: document the failure, contact support with the order and serial numbers, return the part for inspection, and receive the resolution. The process is faster when the documentation is complete, and the resolution is confirmed in writing. This guide walks through the steps so a claim moves without delays.
Related reading: for the warranty terms, see our pro-rated warranty guide.
Step 1: Document the Failure With Photos and Hours
Document the failure before the part comes off the machine: photos of the part and the position, the machine hours, and the condition at discovery. The documentation is the claim's evidence.
Record the machine serial number and the part number with the failure record. The two numbers tie the failure to the order and the fitment.
The documentation should also note the operating conditions at the failure: the site, the duty, and anything unusual before the part failed. The conditions are part of the inspection's evidence, and the inspection reads them with the part.
Keep the photos in the claim file with the order number, because the file is what the inspection and the resolution both reference.
Step 2: Contact Support With the Order and Serial Numbers
Contact support with the order number, the machine serial number, the part number, and the failure documentation. The order record carries the fitment confirmation and the delivery date.
The support team confirms the claim eligibility from the record and the documentation, and opens the claim file. The claim file is the reference for the rest of the process.
Step 3: Return and Inspection
The return sends the part and the documentation back for inspection, and the inspection checks the part against the failure record and the fitment. The inspection decides whether the failure is a defect or normal wear.
Follow the return instructions from support, and keep the tracking information for the return. The inspection is where the claim is decided, and the documentation is what the inspection reads.
The return should include the part as it failed: do not clean, repair, or modify it before the inspection, because the evidence has to be intact. The inspection compares the failure condition with the documented record, and an altered part loses the comparison.
Step 4: Resolution Options
The resolution is confirmed in writing after the inspection: replacement, credit, or repair, based on the warranty terms and the inspection result. The resolution includes the timeline and the next steps.
Confirm the resolution in writing before the claim is closed. The written resolution is the record that closes the claim cleanly.
The resolution options follow the warranty terms and the inspection result: replacement ships under the program terms, and credit or repair applies where the terms allow. Reading the resolution against the terms in the order file keeps the outcome consistent with the warranty.
Timelines and Communication: What to Expect During the Claim
The claim timeline depends on the inspection and the completeness of the documentation: a complete file moves fast, while missing records add review time. The support team confirms the expected timeline when the claim opens.
Keep the communication on the claim file: the claim number, the updates, and the resolution all go in the same thread. The file is what makes the next question quick.
The timeline should also be confirmed in writing when the claim opens, because the written expectation is what the buyer can hold the process to. A claim with a written timeline and a single file is a claim the buyer can follow.
The updates between the steps keep the file current, and the final resolution closes the claim with the written record intact.
Preventing Claim Delays
Claim delays come from the same causes: incomplete documentation, unreadable part numbers, missing order records, and a part installed without fitment confirmation. Each cause is preventable before the order.
Keep the order, fitment, installation, and service records with the machine from the day the part is fitted. The file that is complete at the start is the claim that moves without delays.
The other delay-prevention habit is to read the return instructions before shipping: the address, the documentation to include, and the part condition all follow the instructions. A return that follows the instructions is a return that is not sent back.
The claim file should also be kept in one place, named by claim number, so the updates and the resolution are found without a search.
| Claim step | What to have ready |
|---|---|
| Document the failure | Photos, hours, serial and part numbers |
| Contact support | Order number and failure file |
| Return and inspection | The part and the documentation |
| Resolution | Written terms and the claim record |
Conclusion
The warranty claim follows four steps — document, contact, return, and resolve — and the process moves as fast as the documentation. Keep the records from the day the part is fitted, and the claim closes cleanly.
Questions to Ask Before You Order
- What documentation does the warranty claim require?
- What is the expected timeline for the inspection?
- How is the resolution confirmed in writing?
Frequently Asked Questions
How long does a warranty claim take?
The timeline depends on the inspection and the documentation. A complete file with the order, fitment, and service records moves faster than one with missing details.
What if I do not have the order number?
The order record is the start of the claim file. Provide the machine serial number and the part number, and support can locate the order from the record.
What decides whether a failure is covered?
The inspection decides whether the failure is a manufacturing defect or normal wear, using the failure documentation and the fitment record. The written warranty terms set the boundary.