PRODUCT WARRANTY POLICIES AND PROCEDURES Commitment to product quality and customer service is a top priority at ZEKS Compressed Air Solutions. In support of this commitment we engineer and manufacture each product with the goal of providing our customers many years of dependable service. ZEKS is proud to stand behind all of our products with the highest commitment to customer satisfaction. This document sets forth ZEKS Compressed Air Solutions policy and procedures regarding product warranties. It is also our intent to hereby provide information to address questions regarding product warranties, product warranty claims as well as parts and equipment returns processes. The document addresses the limits of warranty coverage, the procedures for warranty service, the responsibilities of all parties, and explains how the warranty procedures will be applied. The information contained in this document supersedes all previous warranty or related documents of policies and procedures of ZEKS Air Drier or ZEKS Compressed Air Solutions, whether written, expressed, implied or accepted.
ZEKS Compressed Air Solutions 1302 Goshen Parkway West Chester, Pennsylvania 19380 610-692-9100 800-888-2323 FAX 610-692-9102 WWW.ZEKS.COM TABLE OF CONTENTS I. PRODUCT WARRANTY POLICY... Page 2 II. PRODUCT WARRANTY CLAIMS AND SERVICE PROCEDURES... Page 9 Proper Steps To Follow When Handling Warranty Failures III. REIMBURSEMENT FOR WARRANTY SERVICE... Page 13 Labor, Mileage, Travel Time, Parts IV. RETURN OF PARTS AND EQUIPMENT... Page 14 Freight & Shipping Instructions V. WARRANTY SCHEDULES Labor Guidelines to Monitor Charges... Page 15 APPENDIX A... Page 17 Warranty Claim Report Detail Instructions Warranty Claim Form Samples
I. WARRANTY POLICY A. CONDITIONS AND LIMITS OF WARRANTY: ZEKS products are warranted to be free from defects in material and workmanship for a period specified below provided: 1. The equipment is used according to ZEKS recommended usage as specified in a technical quotation or in the product technical manual provided with the equipment, or both. 2. The Warranty Registration Card must be completed and returned to ZEKS within 30 days of start-up in order to register your equipment for warranty coverage. If the registration card is not returned within 30 days of start up, the warranty period will begin from the original date of shipment from the factory. Warranty Registration Cards can also be filled out on-line at www.zeks.com. 3. ZEKS liability is limited to repair of, refund of purchase price paid for, or replacement in kind at ZEKS sole option. In no event shall ZEKS be liable or responsible for incidental or consequential damages, even if the possibility of such incidental or consequential damages has been made known to ZEKS. 4. The usual maintenance and replacement type products or consumable components are not covered by this warranty. 5. Damage or lack of performance caused by the following conditions are not covered under this warranty: a. Operating the equipment outside of its operating limits. b. Customer performed equipment modification. c. Contamination from external sources or misapplication of equipment within a system. 6. Service not specifically authorized by ZEKS, or in accordance with exceptions stated herein, may void the warranty and any resulting charges or subsequent claims will be paid at the sole discretion of ZEKS. 7. Products repaired or replaced under warranty shall be warranted for the unexpired portion of the warranty applying to the original product.
8. The warranties expressed in this section are in lieu of and exclusive of all other warranties. There are no other warranties, expressed or implied, except as stated herein. 9. There are no implied warranties of merchantability or fitness for a particular purpose, which are specifically disclaimed. B. WARRANTY TERMS BY PRODUCT 1. REFRIGERATED DRYERS a. ZEKS refrigerated dryers are warranted to be free from defects in material and workmanship for a period of 12 months from the original date of shipment from the factory. To allow the warranty to be in effect for 12 months from the date of equipment start-up, the Warranty Registration Card must be completed and returned to ZEKS. The total warranty period cannot exceed 18 months from the original date of shipment from the factory. b. This warranty applies to the refrigeration compressor, refrigeration components, exchangers, structural parts, electrical parts, instrumentation and controls. c. ZEKS will provide parts and compensation for standard labor and mileage, within allowances stated herein, for warranty service required on those stated items. d. ZEKS refrigerated dryer warranty does not apply to normal maintenance such as drain and condenser cleaning as detailed in the Technical Manual supplied with each dryer or minor adjustments such as hot gas bypass valve adjustment as it is affected by installation related conditions, thermostat settings, drain valve settings and controller set points when selectable. e. Warranty on Major Components of Refrigerated Dryers: Refrigerant Compressors and Heat Exchangers: Standard 12 months from shipment from the factory not to exceed 18 months with warranty registration on the following models: NC series 11 64 SCFM non-cycling refrigerated dryers HTB series 15 100 SCFM high temperature refrigerated dryers 3
f. Extended Warranty on Major Components of ZEKS refrigerated dryers 75 SCFM and larger on both HeatSink and Non-Cycling units. Refrigerant Compressor: A prorated warranty for the replacement of the refrigerant compressor will be extended to a maximum of 60 months (5 years) from the original date of shipment from the factory. Following the standard warranty terms, the available prorated compressor warranty is as stated below. This prorated warranty applies to replacement compressor only and does not cover any labor expenses. Prorated coverage of price from date of shipment from the factory: 19 to 24 months 70% 25 to 36 months 50% 37 to 48 months 30% 49 to 60 months 10% Heat Exchanger: Dryers that utilize CFX heat exchanger technology (HSF, HSG, NCE & NCG) are covered for a total of 10 years from the original date of shipment from the factory. Following the standard warranty terms the available warranty is as stated below. The exchanger warranty applies to the replacement exchanger only and does not cover any labor expenses. Prorated coverage of prices from date of shipment from the factory: 12 to 36 months 100% 37 to 48 months 70% 49 to 60 months 50% 61 to 84 months 30% 85 to 96 months 20% 97 to 120 months 10% 2. DESICCANT DRYERS a. ZEKS desiccant dryers are warranted to be free from defects in material and workmanship for a period of 12 months from the original date of shipment from the factory. To allow the warranty to be in effect for 12 months from the date of equipment start-up, the Warranty Registration Card must be completed and returned to ZEKS within 30 days of start up. The total warranty period cannot exceed 18 months from the original date of shipment from the factory. b. This warranty applies to the switching valves, heaters, blowers, vessels, structural parts, electrical parts, instrumentation and controls. 4
c. ZEKS will provide parts and compensation for standard labor and mileage, within allowances stated herein, for warranty service required on those stated items. d. ZEKS desiccant dryer warranty does not apply to normal maintenance such as drain cleaning, filter element replacement and instrument calibration as detailed in the Technical Manual supplied with each dryer. 3. ECLIPSE DESICCANT DRYER WARRANTY Basic Warranty a. The Eclipse desiccant dryers are warranted to be free from defects in material and workmanship for a period of 12 months from the original date of shipment from the factory. To allow the warranty to be in effect for 12 months from the date of equipment start-up, the Warranty Registration Card must be completed and returned to ZEKS within 30 days of start up. The total warranty period cannot exceed 18 months from the original date of shipment from the factory. b. This warranty applies to the switching valves, heaters, blowers, vessels, structural parts, electrical parts, instrumentation and controls. c. ZEKS will provide parts and compensation for standard labor and mileage, within allowances stated within the ZEKS Warranty Policy, for warranty service required on those stated items. d. The Eclipse desiccant dryer warranty does not apply to normal maintenance such as drain cleaning or replacement, filter element replacement and instrument calibration as detailed in the Technical Manual supplied with each dryer. Extended Warranty a. Valves After the Basic Warranty noted above expires the diaphragm valves on the ZPA heatless dryers and the Jamesbury valves on the ZHA heated and ZBA heated blower dryers are warranted (parts only) for a total of 5 years from the date the dryer is shipped from the ZEKS factory. The following applies to this warranty: Check valves are excluded 5
Not applicable to dryers provided for -80 and -100 degree F dewpoint applications Valves must be rebuilt every two years Control line air filter element must be replaced once per year. b. Heaters - After the Basic Warranty noted above expires the heater on the ZHA heated and ZBA heated blower dryers is warranted (parts only) for a total of 5 years from the date the dryer is shipped from the ZEKS factory. The Prorated coverage of price from date of shipment from the factory: 19 to 24 months 70% 25 to 36 months 50% 37 to 48 months 30% 49 to 60 months 10% 4. REFURBISHED and USED DRYERS a. REFURBISHED dryers are warranted for 12 months from the date of shipment from the factory. ZEKS will provide parts and compensation for standard labor and mileage, within allowances stated herein, for warranty service required on those stated items. b. USED dryers are warranted for 6 months from the date of shipment from the factory. This warranty covers replacement parts but no labor coverage applies. c. No extended warranties apply to Refurbished or Used dryers. 5. MIST ELIMINATOR FILTERS a. ZEKS Mist Eliminator (HDF) filters are warranted to be free from defects in material and workmanship for a period of 12 months from the original date of shipment from the factory. To allow the warranty to be in effect for 12 months from the date of equipment start-up, the Warranty Registration Card must be completed and returned to ZEKS within 30 days of start up. The total warranty period cannot exceed 18 months from the original date of shipment from the factory. b. This warranty applies to the element, vessel, structural parts, and instrumentation. c. ZEKS will provide parts and compensation for standard labor and mileage, within guidelines stated herein, for warranty service required on those stated items. 6
d. Extended HDF filter element warranty: HDF elements are warranted to be free from defects in material and workmanship for a period of 36 months from date of start-up but not to exceed 42 months from original date of shipment from the factory. Following the standard warranty terms, the extended warranty applies to replacement elements but no labor coverage applies. 6. ZTF FILTERS a. ZTF filters are warranted to be free from defects in material and workmanship for a period of 12 months from date of start-up but not to exceed 18 months from date of shipment from the factory. b. Coalescing/particulate grade elements are guaranteed for performance integrity for 12 months from the date of installation. Activated carbon grade elements are guaranteed for 6 months or 4000 hours, whichever comes first. This guarantee applies to the original filter element and does not apply to subsequent elements. c. This warranty covers replacement parts but no labor coverage applies. d. Normal maintenance such as drain cleaning is not covered by this warranty. 7. FILTERS (Non HDF & ZTF), AFTERCOOLERS & ACCESSORIES a. ZEKS filters, aftercoolers and accessories are warranted to be free from defects in material and workmanship for a period of 12 months from date of start-up but not to exceed 18 months from date of shipment from the factory. b. This warranty covers replacement parts but no labor coverage applies. c. Normal maintenance such as drain cleaning and consumable element replacement are not covered by this warranty. 8. XPANDAIR & TARGETAIR SYSTEM CONTROLS a. ZEKS XpandAir products are warranted to be free from defects in material and workmanship for a period of 12 months from the original date of shipment from the factory. To allow the warranty to be in effect for 12 months from the date of equipment start-up, the Warranty Registration Card must be completed and returned to ZEKS within 30 days of start up. The total warranty period cannot exceed 18 months from the original date of shipment from the factory. 7
b. This warranty applies to the valves, electrical parts, instrumentation and controls. c. ZEKS will provide parts and compensation for labor and mileage, within guidelines stated herein, for warranty service required on those stated items. d. Normal maintenance initial adjustments such as controller tuning and settings are not covered by this warranty. 9. SPARE PARTS a. Service parts are warranted against defects in material and workmanship for a period of ninety (90) days after installation or one (1) year from the date of shipment from factory, whichever occurs first. ZEKS Sales Order number and invoice date are required for all parts warranty claims. b. This warranty covers replacement parts but no labor coverage applies. 8
II. PRODUCT WARRANTY SERVICE AND CLAIMS PROCEDURE A. CONTACT ZEKS, IDENTIFY PROBLEM & OBTAIN RETURN MATERIAL AUTHORIZATION (RMA) NUMBER 1. When contacting ZEKS, be prepared to provide details of the unit and problems in order for ZEKS to authorize service and/or a corrective action. 2. You will be issued an RMA number. Returned material or claims will not be processed by ZEKS without an RMA number referenced on the accompanying documentation. Distributors should understand that an authorization number is not a blanket agreement that a defect in material and/or workmanship exists; therefore, issuance of an RMA number is not an absolute guarantee of warranty coverage. 3. The Warranty Claim Form(s) explained in this policy must be utilized to record the necessary information. (See Appendix A for a copy of the form and a more detailed explanation of required data.) The form must be mailed or faxed, (610) 692-9102, along with any other supporting documents to the Technical Support Group at ZEKS. The following information must be submitted on the Warranty Claim before ZEKS can begin the evaluation and processing of the warranty claim: a. Model Number & Serial Number, Customer Name & Address, Unit ship date, Unit start-up date, and date(s) of repair. b. A detailed description of the problem and information that can assist ZEKS and the distributor in planning repair actions as well as in facilitating the credit evaluation process. Complete the Refrigerated Dryer or Desiccant Dryer Detail form to accompany the Warranty Claim Report. If assistance is required in the completion of the required paperwork, please contact ZEKS Technical Support Group at (800) 888-2323. c. An RMA number must be obtained from ZEKS Technical Services Group prior to performing any repair. IMPORTANT NOTE: At the time of the request for an RMA number, ZEKS Technical Support Group may provide assistance and recommend optimal troubleshooting techniques thus ENSURING THE MOST EXPEDIENT RESOLUTION OF EQUIPMENT PROBLEMS. 9
d. Provide an estimate of repair labor costs and travel time. If for any reason expenses are expected to exceed the guidelines for labor, mileage and expenses as stated in Sections III and V, additional authorization must be requested from ZEKS Technical Support Group. If the distributor fails to obtain approval in advance, then the distributor is responsible for cost overruns. B. FACTORY REPAIR OR REPLACEMENT OF EQUIPMENT 1. Under certain circumstances, ZEKS may decide that the replacement or factory repair of a piece of equipment is necessary. Refrigerated dryers under 50 SCFM will normally be returned to the factory for repair/replacement. 2. ZEKS must authorize the return of the equipment to the factory for evaluation and/or repair. For replacements, the distributor must issue a purchase order to ZEKS and ZEKS will invoice the distributor for the replacement equipment. A credit will be issued upon receipt and evaluation of the returned equipment. 3. If the evaluation confirms that the product malfunction is a result of material or workmanship, ZEKS will compensate the distributor for the associated removal and reinstallation costs of equipment as stated in Section III. All compensation will be in the form of a credit issued to the distributor s account. 4. The RMA (Section II.A.2) number should be placed on both the Bill of Lading (marked for A.M. delivery) and on the outside of the shipping container. Return shipment must comply with instructions stated in Section IV. 5. All units replaced must be returned to ZEKS for examination and evaluation within 30 days of authorization. Failure to return material within 30 days will result in denial of the warranty claim. C. REPLACEMENT PARTS 1. Any parts used for repair of equipment covered under warranty must be genuine ZEKS replacement parts. A factory representative must specifically authorize exceptions. 2. ZEKS will determine if the return of the original part(s) is required. NOTE: The packing list and invoice paperwork generated by ZEKS will include a message stating that parts return is required. If there is no message stating parts return is required, Warranty Claim will be processed without any part return. 10
3. In the event that ZEKS requires the return of the original part(s), a purchase order to ship the part(s) is required. The part(s) will be invoiced at the time of shipment and a credit issued upon receipt and evaluation of the parts(s) in question. 4. For instances where no return is required, no purchase order is necessary. 5. Appropriate parts returns must be returned to ZEKS for examination and evaluation within 30 days of authorization. Failure to return material within 30 days will result in denial of the warranty claim. D. EXCLUSIONS 1. Failures determined by the distributor or ZEKS not to have resulted from a defect in materials or workmanship are not covered under this warranty. 2. The circumstances of any exclusion or claims denial should be explained and agreement be made with the customer regarding financial responsibilities of the repair. 3. Excessive labor charges because of equipment location, security checks, excess waiting time, etc. should be charged to the customer. 4. Freight / Shipping damage is not a warranty failure. The customer is responsible for filing freight damage claims when they have taken receipt of equipment. 5. The Technical Support Group is committed to assisting all customers in the best possible manner to correct any problem that may arise from the operation of the equipment. ZEKS cannot be held responsible for any expenses associated with rental equipment or consequential damages said to be caused by the equipment being out of service. E. GENERAL CLAIM REIMBURSEMENT PROCEDURE 1. When submitting a warranty claim, ZEKS should be invoiced in the same manner as if the end customer were being billed for repair. 2. Use the RMA number as a reference purchase order number. 3. A copy of the Warranty Claim Report and appropriate detail report(s) must be enclosed with the invoice. The claim report must be completed with all requested information before any consideration can be given to the claim. Describe work performed completely and accurately. 11
4. So that ZEKS can ensure prompt response to all claims and assure the end customer s satisfaction with warranty repairs, claim forms must be submitted to the Technical Support Group within thirty (30) days of completion of the warranty work. No claims will be paid unless appropriate forms have been received within 30 days of repair. 5. Payment is rendered in the form of a credit to the Distributor account to be used against open balances and/or future purchases. 6. Distributors, who employ the services of contractors to repair ZEKS products, are required to invoice ZEKS for warranty claims. Payments will not be made to the service contractors directly unless previous service agreements have been made. 12
III. REIMBURSEMENT FOR WARRANTY SERVICE A. Labor ZEKS philosophy on warranty service is that it is a joint effort to get customer problems resolved as quickly and economically as possible. Unlike air compressors, dryers do not require significant routine service. (Refer to Dryer Manual for maintenance requirements). When dryer warranty service is required, the service rates stated within this policy will apply. B. Mileage 1. ZEKS Technical Support Group will pay 80% of distributor published service rates when labor coverage is applicable. In no instance will rates be accepted in excess of $70.00 per hour. 2. Labor premiums associated with weekend, holiday or overtime are not covered by this warranty. 3. All hours worked will be paid on a standard per man, per hour basis. The Labor Hour Schedule (Section V) will be used to establish labor hours allowed to repair equipment. 4. ZEKS does not pay to have a helper assist on any warranty repairs. 1. Mileage consisting of more than 100 miles, one way, must be preapproved by the Warranty Services Department. 2. Mileage will be paid at a rate of $0.505 per mile as currently established by the I.R.S. The mileage rate will be adjusted any time the I.R.S. changes this rate. C. Travel Time 1. Travel time is paid on a per man, per hour rate. ZEKS Technical Support Group will pay 80% of distributor published service rates when labor coverage is applicable. In no instance will rates be accepted in excess of $70.00 per hour. 2. Hours allowed for travel time will be based on an average speed of 45 M.P.H. (i.e., 45 miles travel round trip at an average of 45 M.P.H. would equal one hour travel time). 3. ZEKS will not pay parking fees, security checks, special marine or offshore rates, extended waiting time, meals or lodging unless prior authorization is obtained from the Technical Support Group. 13
D. Parts 1. All parts used for repair of equipment covered under warranty must be genuine ZEKS replacement parts unless specifically authorized by a factory representative in writing. Refer to Section II.C. for more details. 2. The Technical Support Group will pay the cost of standard transportation only for the shipping and return of the defective part(s). 3. Upon ZEKS request, the Distributor/Servicing party must submit any parts removed/replaced during warranty repair. Scrapped parts such as gaskets, refrigeration filters and other small perishable items normally do not have to be returned, unless requested by ZEKS. E. Small Dryer Labor Allowance There is a one-time maximum claim allowance for expenses associated with problems on dryers 100 scfm and below. If dryer replacement is required, ZEKS will pay up to but not in excess of $325.00 total for troubleshooting and replacement expenses. IV. RETURN OF PARTS AND EQUIPMENT Freight & Shipping Instructions A. Materials must be returned in accordance with stated warranty guidelines. B. The following information MUST be listed on the shipping documents: Distributor s Name Shipping Address Phone Number Mark for AM. Delivery Only Part Number RMA Number C. Material weighing 100 pounds or less should be shipped by UPS. Items above these parameters must be shipped using ZEKS Third Party Billing, Bill of Lading should be marked Third Party Billing to: ZEKS Compressed Air solutions c/o Cass Frt. Plan No. 01600 P.O. Box 17657 St. Louis, MO 63178-7657 ZEKS reserves the right to reject the expenses for return freight from any other method of shipping. 14
V. WARRANTY SCHEDULES A. Refrigerated Product Schedule The following labor schedule lists the maximum labor, in man-hours, accepted by the Technical Support Group to perform specific tasks on Refrigerated Air Dryers. A maximum number of billable labor hours can be determined by adding the allowable labor hours listed for each task performed. The schedule times provide allowable labor charges on authorized unit repairs. TASKS LABOR Troubleshooting Compressor replacement up to 1.5 hp (Sweat Conn.) 2.00 hour Compressor replacement (All Rotolock Conn.) 1.50 hour Fan motor replacement 1.50 hour Fan blade replacement Fan switch replacement HGBP valve replacement 1.50 hour Thermal expansion valve replacement 1.50 hour Condenser replacement 3.00 hour Rebuild/replace trap CrankCase heater replacement Digital controls replacement Electrical controls replacement Refrigerant leak check Refrigerant leak repair - flare fitting 0.50 hour Refrigerant leak repair - braze joint Recover, evacuate & recharge to 4 hp 2.00 hour Recover, evacuate & recharge above 4 hp 4.00 hour Water regulating valve replacement 2.00 hour Transducer/Probe Gauge replacement Fuse Replacement 0.50 hour 15
WARRANTY SCHEDULES B. Desiccant Product Labor Schedule The following labor schedule lists the maximum labor, in man-hours, accepted by the Technical Support Group to perform tasks on Desiccant Air Dryers. A cumulative total number of billable labor hours can be determined by adding the allowable labor hours listed for each task performed. The schedule times provide guidelines useful for monitoring repair charges on all Desiccant models. TASKS Troubleshooting Check valve replacement 20 thru 80 scfm Check valve replacement 100 thru 4500 scfm Muffler replacement Pilot filter cartridge replacement Replace gauges Replace moisture indicator Control board replacement Control solenoid valve replacement MPS solenoid valve replacement MPS solenoid valve rebuild ZPA switching valve replacement ZPA Switching valve rebuild ZPA purge valve replacement HPS purge valve rebuild Replace moisture sensor Replace pressure relief valve LABOR 0.50 hour 0.25 hour 0.25 hour 0.25 hour 0.25 hour 0.75 hour 1.50 hour 0.50 hour 2.00 hour 0.50 hour 0.50 hour 0.25 hour 16
APPENDIX A WARRANTY CLAIM REPORT DETAIL INSTRUCTIONS The information included in the warranty claim form allows us to track and remedy any repetitive failures promptly and accurately. Follow the instructions below when completing the Warranty Claim Form. 1. Date Information Fill in the month, day and year that the unit was started up as well as the actual date (month, day and year) work was performed on this equipment. If a job lasts more than one day, list each day s repair activity. 2. RMA No. The Return Material and Authorization number issued by the Technical Support Group for tracking the repair. This number should also be used as a reference purchase order number on the invoice submitted for the repair. 3. Distributor & Job Location Provide the Distributor information as well as end user name and complete address including city and state of the site where the service work was performed. 4. Dryer & Installation Information. List the model number, serial number and a complete description of the equipment application. 5. Descriptions of Work Performed First describe the original problem or complaint and explain what was found to be the problem or problems with the equipment. List exactly what work was completed to correct each problem. If additional space is needed to provide adequate detail, simply attach additional pages as required. 6. Parts Supplied by Factory List any parts shipped from the factory as warranty replacement which were used specifically for the repair of the equipment listed on the claim. Do not include the prices for parts. This will be credited against your warranty order. 7. Parts Supplied By Distributor/Contractor List all parts used in making repairs to the unit, which were removed from the Distributor s stock or purchased from an outside vendor. On any outside purchased parts, you must include a copy of the invoice covering the purchased parts with the claim. 8. Labor & Travel Information a. Round Trip Mileage Indicate the total miles to and from the job site. This should be calculated from the odometer readings of the service vehicle. Maximum round trip mileage is 200 miles. b. Travel Hours Indicate the total travel time as calculated in Section III.C. Do not include any labor time at the job site. 17
c. Time on the Job Indicate the total time spent correcting the problem only. Do not include any travel time. Maximum labor allowances must be in accordance with the Warranty Schedule in Section VIII unless specifically authorized by the Technical Support Group. d. Multiple Trips In the event that multiple service trips or time on the job in excess of eight (8) hours, provide additional details and a break down of expenses on a per trip basis. 9. Detail Report Forms In addition to the primary Warranty Claim Report, detail report forms (appropriate for product type) are provided for recording additional operating and application information. Fill in all available instrumentation readings as well as other appropriate sections. For example, when reporting the repair of a refrigerant leak, all details in the Refrigerant Leak, Evacuation & Charging Sections must be completed. Compressor replacement details may be left blank. 10. SUMMARY - When the warranty claim invoice has been received and reviewed by the Technical Support Group, there may be a need to return the claim to the sender for clarification or more information. This information must be submitted and returned within thirty (30) days. 18
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1302 Goshen Parkway West Chester, PA 19380 610-692-9100 800-888-2323 Fax 610-692-9192 www.zeks.com 22