General Overview. Complete claims/prior authorization will be processed at the time of receipt.

Transcription

1 Warranty Procedures

2 General Overview The information on the following pages covers the proper method to complete and submit warranty claims to DRV, LLC / Cruiser RV, LLC. It is the dealer s responsibility to see that these procedures are followed. Warranty claims submitted that are not properly completed can result in the claim being rejected and/or payment delayed. Personnel at the dealership who are involved in completing and submitting warranty claims should review and be familiar with these procedures. The Warranty claim should be used in the following situations: Reimbursement for Repair work done on units in the warranty period Reimbursement for Pre-Authorized work done by a sublet repair facility/company Reimbursement for Pre-Authorized work done on a unit out of warranty Reimbursement for damages or shortages reported at the time of delivery of new product Repairs that require prior authorization must receive that authorization BEFORE the work is started. Failure to get prior authorization may result in nonpayment/reduced payment of the claim. All information required on the claim/prior authorization form must be present (including Complaint, Cause, and Resolution ). Incomplete claims/prior authorization will require us to do a Clarification Request, thus causing delay in processing. Complete claims/prior authorization will be processed at the time of receipt.

3 Warranty Claim/Prior Authorization Preparation Proper completion of the warranty claim/prior authorization form is critical to prompt processing and payment. All sections of the claim must be completed accurately and legibly. Warranty claim/prior authorization forms must be submitted no later than 30 days after the work is completed. Delays (more than 30 days) in submission of the claim from may result in denial of payment. All sections of the claim/prior authorization form must be completed as shown on the sample form. There are several critical areas we want to emphasize: Date in / Date out Day work began / Day work completed Date The date the claim is submitted Retail Customer Make sure that the retail customer has registered their unit.

4 Returning Defective Parts Defective parts, to be returned under the warranty procedure, are marked as such. We may also request additional return items. An RMA (Return Merchandise Authorization) will automatically be generated for all claims/prior authorizations that have parts marked for return. Always return a copy of the warranty claim in the box with the returned part. We will be unable to match a claim to a returned part without a copy of the claim with the part. A part returned without a claim copy could result in denial of the claim. Once a part is received and matched with the claim/rma it will be submitted for payment. Return Parts To: DRV Parts: Cruiser RV Parts: DRV Cruiser RV Attn: Warranty Department Attn: Warranty Department 0160 W 750 N 7805 N SR9 Howe, IN Howe, IN Return defective parts via UPS freight prepaid. DRV, LLC / Cruiser RV, LLC will reimburse your UPS freight cost when your warranty claim is processed. Be sure to enter the freight expense on RMA when you enter the shipping information.

5 Warranty Claim Payment DRV, LLC / Cruiser RV, LLC will process claims received on a daily basis. Warranty will be issued within 45 days of claim processing. It is DRV, LLC / Cruiser RV, LLC s policy to review Accounts receivable prior to issuing warranty reimbursement checks. If the account is past due, the warranty payment may be applied to the past due amount. Any payments applied to past do accounts will be noted when you receive the warranty reimbursement check.

6 Cruiser RV Vendor Contacts Axles Dexter (574) Tires Tredit Tire and Wheels (574) Axles, Frames, Hydraulics & Slideout Lippert (866) Mechanism Slide-out Mechanism Happi Jac (801) Air Conditioner Dometic (888) Refrigerator Dometic (888) Awning Dometic (888) Cooktop / Oven Suburban (423) Furnace Suburban (423) Water Heater Suburban (423) Antenna, TV Satellite Dish Winegard (319) TV, DVD, VCR/VCP River Park (800) TV, Jensen Stereo ASA (800)