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Warranty Claim Process
Integrated Variable Speed Control (Drive)
Servicing Dealers must obtain a pre-authorization
number from a Field Service Representative (FSR) or a
Factory Variable Speed Support Agent to obtain a
warranty credit when replacing the Integrated Variable
Speed Control Drive.
P P r r e e - - A A u u t t h h o o r r i i z z a a t t i i o o n n P P r r o o c c e e s s s s
If the Drive is suspected to have failed, servicing
technicians must follow all troubleshooting guidelines
found in the Service Facts or Technical Manual. The
local FSR should be contacted for additional diagnostic
assistance and/or to obtain a pre-authorization number
when a Drive failure has been confirmed. If the local
FSR is not available, technicians should call the Factory
Variable Speed Support Agent at 1-855-211-8900. This
number can also be found inside the control box cover
of the Variable Speed Outdoor Unit.
B B e e f f o o r r e e a a t t e e c c h h n n i i c c i i a a n n c c a a l l l l s s f f o o r r p p r r e e - - a a u u t t h h o o r r i i z z a a t t i i o o n n : :
•
Record all current Alert codes found on the 950
comfort control.
•
Record all Alert texts found on the Communicating
Display Assembly (CDA).
•
Run the Drive Diagnostics found in the Technicians
Control Menu of the CDA when possible.
4TWL9048A-SF-1C-EN
W W h h e e n n a a t t e e c c h h n n i i c c i i a a n n c c a a l l l l s s f f o o r r p p r r e e - - a a u u t t h h o o r r i i z z a a t t i i o o n n
f f r r o o m m t t h h e e j j o o b b s s i i t t e e : :
•
The FSR or Factory Variable Speed Support Agent
will create a CRM ticket to log details of the
diagnosis for the Drive warranty claim. The CRM
ticket number will be provided to the technician.
•
The technician should record and save the CRM
ticket number. This will serve as the pre-
authorization number.
•
To file a warranty claim, the technician should
provide the CRM pre-authorization number to the
Parts Center agent when receiving the replacement
Drive. If truck stock is used, provide the pre-
authorization number with the returned Drive.
•
The Parts Center representative will enter the CRM
pre-authorization number into Falcon for warranty
credit and give the technician a return invoice.
•
The Falcon claim and CRM ticket will be cross
referenced. If invalid, the claim will be reversed.
•
All Drives are on Mandatory Return. Use the label
provided on the replacement Drive packaging box
to record the CRM pre-authorization number and
return date.
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