Retailer and contractor's rights in the warranty Process

As a retailer and Contractor, you have rights, the needed but rarely used right to verify the inspector's expertise. 

Demand to be present for the inspection. 

Warranty Claims: The everyday issue many retailers and installers face. There are the types of claims, the assessment by the floor inspector, and the resolution for their customers, that may be denied, bases solely on the flooring inspector’s report. 

Many retailers, contractor, both flooring and building, and installers, will not know the inspector and most times, do not even know when he is going to inspect the flooring.  

Without your input, pertinent information may not be given to him. 

You can request to be present for the inspection, and should be present. 

To Protect your profits, you should consult with one of our Peer Reviewed Consultants and Inspectors.

A warranty claim is a request made by a customer to a manufacturer or seller for repair or replacement of a product due to a defect covered by the warranty. It's essentially a customer exercising their rights under a warranty agreement, which guarantees that the product will perform as expected or be repaired/replaced if it fails within a specified timeframe. 

Warranty Claims: The everyday issue many retailers and installers face can cost them large sums of money, that is unjustified. 

The Process: There are the different types of claims, the assessment by the floor inspector, and the resolution for their customers, that may be denied, based solely on the flooring inspector’s report. 

This is one of your many rights: Many retailers, contractor, both flooring and building, and installers, will not know the inspector and most times, do not even know when he is going to inspect the flooring.  Without your input, pertinent information may not be given to him. You can request, to be present for the inspection, and should be present.

Inspection reports: A report should be written by the inspector, without help from “drop down pre-written paragraphs”. If the inspector cannot describe the issue, how can he know what it is? The inspector should not need a data base of photographs to identify and describe the complaint. If he doesn’t know from his experience, training and education, why is he inspecting it? Your right? Be there, see how the inspector performs the examination. 

What is a warranty claim: A warranty claim is a formal request submitted when a product malfunctions or fails to meet the standards outlined in its warranty. 

Why it's important: Warranty claims are a key part of consumer protection, ensuring that products are reliable and that consumers have recourse when something goes wrong. For businesses, efficiently managing claims is crucial for maintaining customer satisfaction and trust. Your reputation may be at risk. You right? the right to protect your profits and reputation. 

How it works: The process typically involves contacting the manufacturer by a retailer, describing the issue, and providing proof of purchase (receipt or invoice). The manufacturer will then assess the claim and decide whether it's covered under the warranty. If approved, the product may be repaired, replaced, or a refund offered. 

Examples: Engineered wood planks Delamination

Types of claims: Warranty claims can be for repairs, replacements, or even refunds, depending on the specific warranty and the nature of the problem. 

Claim process: Some manufacturers require product registration, while others may ask for the customer to submit a claim form. The manufacturer then assesses the claim and determines if it's covered by the warranty. In our flooring trade, an inspector may be commissioned to inspect the warranty claim, evaluate the claim based upon the inspection in a report submitted to the manufacturer’s claims office. Be present, take notes of what the inspector is doing, and yes, you can photograph his moisture measurements. 

Resolution timeframe: The warranty company or manufacturer will typically outline a timeframe for resolving the claim, including initial acknowledgment, assessment, and decision on validity. You need to be involved from the start to the finish. 

To Protect your profits, you should consult with one of our Peer Reveiwed Consultants and Inspectors.