Standard Warranty Policy & Procedures
Dealer’s Manual –Nov. 2013
QSF- ST001
Page 1 of 35
Rev. 2
Table of Contents
1. Introduction
1.1 Contact Information
2. Warranty coverage: standard conditions and limitations
2.1 Complete units standard conditions
2.2 Spare parts standard conditions
2.3 Extended Warranty
2.4 Limitation of liability
3 Expiration of Espar Climate Control Systems factory warranty
4 Exclusion from Espar Climate Control Systems factory warranty
5 Procedures regarding shipment issues
5.1 Shipment inspection and handling
5.2 Transport damages and/or loss of material(ex-works deliveries)
5.3 Shipment problems
6 Unit installation / commissioning and 0-km defects
7 Warranty verification procedures
7.1 Warranty check
7.2 Failure check
8 Warranty parts return procedure (RMA procedure)
9 Warranty claim procedure
9.1 General information
9.2 Vehicle information
9.3 Air conditioning unit information
9.4 Failure and repair information
9.5 Defective parts information
9.6 New parts information
9.7 Labour information
9.8 Contact data of Claimer and total claimed
10 Quality Improvement Programs (QIP)
10.1
Field Recall
10.2
Check & Repair campaign
10.3
Repair during Maintenance
10.4
Warranty Extension
11 Warranty reimbursement guidelines
11.1
Invoices and Free-Of-Charge deliveries
11.2
Validation, approval and credit of warranty claims
11.3
Labour costs and Labour Allowance Tables
11.4
Parts cost and refrigerant / consumables allowance
11.5
Handling charge
Annex 1 - Summary Table of most common procedures
Annex 2 - RMA Process and RMA Form
Annex 3 - Mandatory Parts List
Annex 4 – Examples of serial numbers and production codes
Annex 5 – Labour Allowance Tables
Annex 6 – Warranty Claim Form (blank)
Annex 7 – Example of Warranty Claim Form (filled out)
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Page 2 of 35
Rev. 2
1 Introduction
The purpose of this document is to provide partner OEMs or body builders / authorized Dealers /
Authorized Service Centres with a complete description of Espar Climate Control Systems
Standard Warranty Policy & Procedures and to ensure the proper understanding and application
thereof. The following instructions can be also used as a guide to determine what is covered by
Espar Climate Control Systems factory warranty and what the responsibilities of Owner and OEM
or body builder / authorized Dealer / Authorized Service Centre are.
When these policy and procedures are followed, the warranty processing can be optimized and
OEMs or body builders / authorized Dealers / Authorized Service Centres can receive prompt
payment for warranty service.
These procedures are applicable to all Espar Climate Control Systems authorized Dealers and
authorized Service Canters worldwide, including also partner OEMs or body builders that submit
their own warranty claims directly to Espar Climate Control Systems.
1.1 Contact Information
Any general questions about the Standard Warranty Policy & Procedures document should be
addressed -preferably via email-to the Warranty Administrator at Espar Climate Control Systems.
Canadian and US claims contact Espar’s Warranty Department.
(Latest list of emails is available on Espar’s website www.espar.com)
Fax: 905.670.0728
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Rev. 2
2 Warranty coverage: standard conditions and limitations
Air conditioning units manufactured by Espar Climate Control Systems are subjected to a factory
warranty covering costs of parts and labour charges resulting from defects in material or
workmanship.
In case sale is made through an authorized dealer, the authorized Dealer shall have a legal seller
warranty, for which the authorized Dealer shall be insured with an insurance company recognised
as solvent.
Each unit shipped includes a copy of the warranty standard conditions and limitations to be
handed over to the end user (hereafter: Owner) when the unit is delivered. It is recommended at
the time of sale that the standard conditions and limitations are reviewed with the Owner to help
ensure a full understanding of the warranty coverage and to prevent future problems regarding
warranty repairs.
2.1 Complete unit standard conditions
The standard warranty coverage for complete air conditioning units is:
12 (twelve) months from date of commissioning or
a maximum bus mileage of 100,000 km or 62,500 miles
which ever comes first.
Necessary preconditions for warranty granting are:
• the Warranty Card or the PDI Form (see chapter 6) has been returned fully filled in to EClimate Systems
• installation and commissioning of the air conditioning unit has been performed by a
partner OEM or body builder / authorized Dealer / authorized Service Centre
• there is proven evidence of maintenance carried out regularly, according to the schedule
provided by Espar Climate Control Systems
In case neither Warranty Card nor PDI Form is available, the standard warranty coverage is 12
(twelve) months from Espar Climate Control Systems invoice date or a maximum bus mileage of
100.000 km or 62500 miles, whichever comes first. Additionally, failure to return the Warranty
Card or the PDI Form may result in considerable delays in the warranty claim processing.
The commissioning of the unit must take place within a maximum period of 6 (six) months after
invoice date. If the commissioning takes place after 6 (six) months after invoice date without
previous agreement with Espar Climate Control Systems, the standard warranty starts after the
maximum timeframe of 6 (six) months after invoice date, if the Warranty Card or the PDI Form is
provided, or at invoice date, if no Warranty Card nor PDI Form is provided.
Because of possible transport delays Russia, Ukraine, Middle East, India, Mexico, USA, Canada,
Australia and in general overseas countries may have, upon agreement with Espar Climate
Control Systems, an extended period between invoicing and installation/commissioning.
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The warranty period of an Espar Climate Control Systems unit will not be extended as the result
of repair or parts replacement. Additionally, the spare part used for a warranty repair carries the
unexpired portion of the original warranty on the unit repaired.
2.2 Spare parts standard conditions
The standard warranty coverage for spare parts is:
•
6(six) months from date of installation
•
Copy of the original part invoice and copy of the job card or repair order referring
to the installation of the failed spare part must be submitted together with the
warranty claim.
•
The warranty period of an Espar Climate Control Systems spare part will not be
extended as the result of repair or parts replacement.
Records in sufficient detail must be kept so that the date of installation of the failed spare part can
be clearly identified.
All paragraphs and chapters that follow refer, if not otherwise specified, to Espar Climate Control
Systems factory warranty for both complete units and spare parts.
2.3 Extended Warranty
Extended Warranty (> 12 months) can be part of the sales agreement or bought as a separate
service when purchasing an air conditioning unit or on the spare parts.
In case Extended Warranty is purchased, the same guidelines for warranty claiming process
which are described in the present document apply except for specific terms and conditions
mentioned in the Extended Warranty agreement that may supersede them.
2.4 Limitation of liability
Espar Climate Control Systems factory warranty is limited to the replacement or repair or
reimbursement of defective parts at the net price paid by the partner OEM or body builder /
authorized Dealer / authorized Service Centre for those parts (with addition of a handling charge,
when agreed and applicable) and reimbursement of labour costs for repair times as established in
the Labour Allowance Tables at the current time of intervention and according to the agreed
standard hourly rates (see chapter 11 and annex 5).
•
The measures available to the Owner in case of breaching of Espar Climate Control
Systems factory warranty are expressly limited to the aforementioned cost. Espar Climate
Control Systems shall not be liable for any special, incidental or consequential damages
or losses of a commercial nature including, but not limited to, injuries or damage caused
to vehicles or content arising out of a malfunctioning product or its parts or components
as a result of defects in design, material or workmanship. Consequential damages arising
from breach of Espar Climate Control Systems factory warranty is hereby excluded to the
full extent permitted by applicable law.
•
The Owner’s sole and exclusive remedy and Espar Climate Control Systems sole and
exclusive liability shall be limited to the repair or replacement of parts which under normal
use and service malfunction as a result of defects in material or workmanship in
accordance with the provisions and limitations stated above.
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•
Espar Climate Control Systems neither assumes nor authorizes any person to assume
for it any obligations other than what herein stated.
•
Espar Climate Control Systems reserves the right to make changes in design or
improvements of its products or parts without obligation to apply or install such changes
or improvements on existing units or on products.
•
Espar Climate Control Systems reserves the right to modify at any time in part or totally
this Standard Warranty Policy & Procedures, giving information in sufficient detail and
with sufficient notice to the partner OEMs or body builders / authorized Dealers /
authorized Service Centres.
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3 Expiration of E-Climate Systems factory warranty
In general, Espar Climate Control Systems factory warranty remains in effect for the
aforementioned warranty period when the equipment is properly installed, serviced and operated
under normal conditions and according to Espar Climate Control Systems instructions.
Any products or parts of the products that would normally be under warranty but becoming
defective due to the following reasons is not warrantable; in other words, the following reasons
lead to the immediate expiration of Espar Climate Control Systems factory warranty.
•
Negligence, misuse, abuse and operation in a manner contrary to Espar Climate Control
Systems instructions.
•
Accident or act of nature including flood and fire.
•
Failure or negligence to provide normal maintenance including, but not limited to,
lubrication of engine on power pack, tightening belt, cleaning coils, negligence that result
in loss of refrigerant, drier or filters replacement, improper voltage or wrong electrical
connections, insufficient lubrication of compressor. Espar Climate Control Systems can at
any time request proof of maintenance carried out on units and bases the acceptance or
rejection of warranty claims also on the evidence of maintenance provided by the Owner.
•
Improper installation, commissioning, diagnosis or repair: the partner OEM or body
builder / authorized Dealer / authorized Service Center is responsible for all
consequences of incorrect installation of units, parts, hardware and software,
commissioning mistakes, diagnostic errors and wrong repairs prior and during the
warranty period. In all these cases Espar Climate Control Systems does not warrant the
workmanship of the installer and does not bear any cost due to faulty or incorrect
operations.
•
Alteration (including adaptation and modification) unless specific written authorization for
such work has been issued by Espar Climate Control Systems
•
Repairs carried out by a non-authorized third party (non-partner OEM or body builder /
non-authorized Dealer / non-authorized Service Center).
•
Repairs carried without using E-Climate Systems original spare parts (with the exception
of consumables which are not warrantable anyway, see paragraph 4.1), unless specific
written authorization has been issued by Espar Climate Control Systems.
•
Alteration, defacement or loss of the serial number silver label, which is applied onto the
evaporator and the condenser or, in case of parallel units, on the rooftop unit.
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4 Exclusion from Espar Climate ControlSystems factory
warranty
4.1 The following items are excluded from Espar Climate Control Systems factory warranty;
this means that they are under no circumstances warrantable and are systematically
rejected if claimed under warranty.
•
Parts, which have not been delivered by or are not in the scope of delivery of Espar
Climate Control Systems
•
Parts which must be replaced because of normal wear and tear. The Owner shall be
responsible for maintenance of his equipment, and normal wear is not considered as
defective material or workmanship.
•
Parts which are dangerous and/or illegal, including but not limited to those banned by
international or local laws and guidelines because of safety, health or environmental
risks.
•
Consumables, including but not limited to: filters, belts, driers, lubricants, compressor oil,
refrigerant gas, nitrogen, sikaflex (see also paragraph 11.4 for more details).
•
Small parts not covered under warranty: screws, nuts, bolts, clamps, fuses, wires,
terminals, connectors, motor brushes.
4.2 Additionally Espar Climate Control Systems generally shall not pay for following items
(see also specific exclusions from parts and labour allowance in chapter 11)
•
Loss of time, labour, towing, equipment or rental and for any penalties or other expenses
while its products are out of service (any material immobilization charges).
•
Overtime rates, premium rates, call-out charges, any labour allowance or labour hourly
rate above the allowed labour (see Labour Allowance Tables on annex 5) or above the
agreed standard hourly rate and in general any additional expenses due to exceptional
service interventions.
•
Freight and custom charges (for freight charges for returned warranty material special
rules apply, see chapter 8), as those are already covered by the Handling Charge (see
paragraph 11.5).
•
Administrative expenses or administrative fees / penalties of any kind (recharged by
Owner or partner OEM or body builder / authorized Dealer / authorized Service Center).
•
Parts claimed which are requested for analysis by Espar Climate Control Systems and
that are not submitted. This applies to all parts which are mandatory to return (see
Mandatory Parts List in annex 3) and to all parts which are requested upon need on
single warranty claims.
•
Any part and labour that belongs to normal maintenance work, which is under the direct
responsibility of the Owner.
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5 Procedures regarding shipment issues
In case of reception of a defective part due to transport damages or other problems occurred
during shipment, warranty does not apply.
In these cases there are other procedures that have to be followed (see also the Summary Table
in annex 1). These processes concern defective parts before installation.
5.1 Shipment inspection and handling
All units and parts that are received in humid, opened or damaged packing or when the box is
marked as “fragile” have to be carefully inspected immediately upon arrival.
It is the consignee’s responsibility to check the material (units and/or parts) received against the
transport company’s bill of loading. The number of boxes or crates has to be checked to make
sure they agree with the number listed on the bill of loading before signing the receipt for the
material.
5.2 Transport damages and/or loss of material
If there are missing crates or if there are signs of damage to the crates or boxes, a note should be
made immediately on the delivery receipt and signed by the representative of the transport
company. An official freight claim to the transport company shall be normally filed within 48 hours
of delivery (this timeframe varying from forwarder to forwarder).
The Customer Service at Espar Climate Control Systems can support in any proceedings for
damages of shipments. New or additional parts can be normally ordered at Customer Service and
are generally invoiced. Costs for the new or additional parts, repairs and transport shall be
recharged to the transport company and not to Espar Climate Control Systems.
5.3 Shipment problems
Shipment issues like over shipment, short shipment, wrong shipment (wrong goods sent),
delivery paper mistakes and incomplete kits, are usually handled by Customer Service.
A ”concealed damage inspection” shall be requested from the transport company and a claim
should be sent to the Customer Service within 10 working days from shipment receipt, mentioning
the reason for the claim, the part number and description, the quantity, the order number and the
invoice number. In case of incorrect, damaged or missing parts, a subsequent delivery is
organized to correct the first delivery (usually, except of course in case of short shipment, against
invoice).
A Return Authorization Number for returning over shipped, damaged or wrong goods is allocated
and communicated by Espar Climate Control Systems (see also chapter 8 and annex 3 for more
details on the return parts procedure).
A credit note for the material invoiced with the subsequent delivery is issued by Customer Service
upon quality inspection with positive results of the returned goods.
Failure to return the goods or material returned in improper package or of bad quality results in
rejection of the claim and no credit note is issued.
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6 Unit installation / commissioning and 0- km defects
Each unit is factory-tested and verified to be operational prior to shipment; however at the time of
installation and before the equipment is placed in operation and delivered to the end user it is
necessary to perform a pre-delivery inspection on the unit (PDI). This step is required to check for
proper levels of oil and refrigerant, for minor adjustments required and in order to fit the unit to
local operating conditions, as stipulated in the applicable pre-delivery check list.
Installation and commissioning are under the responsibility of the partner OEM or body builder /
authorized Dealer / authorized Service Center (hereafter: Installer). Costs associated with these
procedures (including all PDI-related costs) should be taken into account in the unit delivery costs
to the Owner and cannot to be charged back as warranty to Espar Climate Control Systems
under any circumstances.
The units should be inspected, installed and commissioned according to Espar Climate Control
Systems validated instructions. Any deviation from these voids warranty evaluation and is
considered responsibility of the Installer. In such cases Espar Climate Control Systems liability
cannot be invoked.
If installation and/or commissioning defects are noted, correction to and charges for repairs are to
be handled directly with the Installer and such costs cannot be recharged to Espar Climate
Control Systems.
If manufacturing defects are noted before the vehicle goes into service (0-km defects),
corrections and repairs are to be made to the unit and resulting charges are covered by Espar
Climate Control Systems under warranty. In this case, the same procedures described for the
standard warranty apply.
After commissioning, the Installer must duly fill in the Warranty Card and the PDI Form and send
them to Espar Climate Control Systems within 10 working days from commissioning date.
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7 Warranty verification procedures
All warranty repairs to an Espar Climate Control Systems air conditioning unit that fails because
of defective material or workmanship within the warranty period must be handled according to the
instructions that follow.
7.1 Warranty check
Espar Climate Control Systems does not provide under any circumstances pre-approval of
warranty claims or authorization of warranty jobs before repair.
E-Climate Systems relies on the ability of the partner OEM or body builder’s / authorized Dealer’s
/ authorized Service Center’s to determine whether a unit is under warranty or not. Espar Climate
Control Systems can in anyway assist on individual cases in identifying the unit and assessing its
warranty period.
The unit or component shall be checked for warranty coverage before performing any warranty
service. This means:
•
Verify that the unit is still under warranty. Espar Climate Control Systems does not accept
warranty claims for any repairs done after the warranty expiration date: claims submitted
outside the warranty period are rejected;
•
Verify that the unit fulfills the conditions for a valid warranty and that the failed component
is warrantable (see chapter 3 “Expiration of Espar Climate Control Systems factory
warranty” and chapter 4 “Exclusion from Espar Climate Control Systems factory
warranty”)
7.2 Failure check
Espar Climate Control Systems relies on the ability of the partner OEM or body builder /
authorized Dealer / authorized Service Center to determine the root cause of a failure. If the
failure was the result of defective material or workmanship, warranty work should be carried out.
A Warranty Claim Form should consequently be completed and sent to Espar Climate Control
Systems following the instructions contained in later chapters of this document.
Espar Climate Control Systems decision regarding the acceptance of the warranty claim is also
based on the partner OEM or body builder’s / authorized Dealer’s / authorized Service Center’s
technical report, so the description of the failure and of the repair carried out should include
sufficient detail to assist in taking this decision.
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8 Warranty parts return procedure
In this chapter details are provided on warranty parts returns and disposition regulations, since
these requirements should be met prior to proceeding with warranty claim filing.
Any delay in parts return reflects on the whole approval chain and therefore may lead to a
considerable delay in raising warranty credits.
Espar Climate Control Systems requires mandatory return of some parts to Espar Climate Control
Systems. The Mandatory Parts List in annex 3 indicates all parts that are required as a standard.
This list can be regularly updated and Technical bulletin will be issued to inform.
Any additional defective parts from warranty repairs may be requested for analysis (also onsite)
or for random check by Espar Climate Control Systems within a period of 90 days from repair
date. Therefore parts are to be held by the partner OEM or body builder / authorized Dealer /
authorized Service Center for a period of 90 days from repair date or until one of the following
actions have occurred:
•
•
Parts are requested by Espar Climate Control Systems to be returned or
An E-Climate Systems field service engineer scraps the parts onsite
After 90 days from the date of repair the partner OEM or body builder / authorized Dealer /
authorized Service Center can scrap the parts at own costs.
Failure to return mandatory parts within 30 days from date of claim or required parts within 30
days from date of Espar Climate Control Systems request results in rejection of warranty claims
on which those parts are filed (see chapters 4 and 11).
Instructions on how to return parts (mandatory or not) are contained in the “Process for Parts
Return” (annex 2). This also includes the RMA Form that needs to be returned filled out together
with the defective material.
All returned parts must be properly packed -preferably in the original package-to ensure that the
material will not suffer transport damages. Espar Climate Control Systems cannot be held
responsible for return material damaged in transit due to improper package: in such cases the
related warranty claims are rejected.
Compressors and coils must be complete and intact with all refrigerant openings well sealed to
ensure protection against infiltration of moisture and dirt. Material returned dismantled and/or
unsealed can not be accepted and the related warranty claims are rejected.
Assembled components must be returned disassembled in single components.
Freight charges for all returned warranty material must be pre-paid by the sender.
Reimbursement for freight costs is allowed upon presentation of the freight bill, provided that the
return of the parts is authorized and that the warranty claim is valid. To speed up payment of
freight charges, it is recommended that the Return Material Authorization Number (RMA Number)
is shown on the freight bill.
No parts other than the mandatory ones or the specifically requested ones shall be returned to
Espar Climate Control Systems. Parts without RMA identification will be returned to the sender.
No freight charges are paid for parts sent by the partner OEM or body builder / authorized Dealer
/ authorized Service Center out of his own initiative (non-authorized return).
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9 Warranty claim procedure
For each warranty repair or replacement a Warranty Claim Form must be completed and
forwarded to the E-Climate Systems, preferably via email.
All information on the Warranty Claim Form is mandatory and must be duly filled out.
Incomplete or erroneous warranty claims are rejected and returned to the sender for correction
and eventually resubmission.
Warranty claims must be submitted within 30 calendar days from date of repair (date of email or
fax or post stamp is determining). Failure to submit warranty claims within this timeframe results
in rejection of claims (see also chapter 11).
Multiple repairs to the same unit have to be listed on the same warranty claim. A complete
description of each symptom, troubleshooting, problem and repair is to be detailed in the
appropriate section of the Warranty Claim Form for each case (additional pages can be added if
necessary).
Detailed instructions on how to complete the Warranty Claim Form are described below.
9.1 General information
•
•
•
•
•
Claim number: partner OEM’s / authorized Dealer’s / authorized Service Center’s
warranty claim number: Espar Climate Control Systems uses in all correspondence this
reference as claim number
Warranty type: it can be 0-km defect (warranty case prior to installation / commissioning),
Standard Warranty (normal warranty cases within 12 months from commissioning),
Extended Warranty (warranty cases after more than 12 months from commissioning),
QIP (Quality Improvement Program, see chapter 10) or Resubmission (a claim that is
being resubmitted after correction or completion)
Service Center / Workshop: the location that carries out the repair
Customer / Owner: the end user
Dealer / Distributor: Espar Climate Control Systems authorized partner in the region or
country
9.2 Vehicle information
•
Vehicle Brand: manufacturer(s) of chassis and body
•
Vehicle Identification Number (VIN): complete (17 digits) VIN number of the vehicle -no
fleet number, no plate number, no VIN number with less than 17 digits
First registration date: date of first registration of the vehicle (see official bus papers)
Mileage: tachometer-reading on the date of repair
•
•
9.3 Air conditioning unit information
•
•
•
Air conditioning unit type: exact model of Espar Climate Control Systems air conditioning
unit, including variants and generation if applicable (example: AC 353 II G4)
Commissioning date: date of commissioning of the unit
Air conditioning unit serial number: this is to be completed for parallel units only, where
condenser and evaporator are integrated in one single unit and therefore one single
serial number is available. For in-line units (condenser section and evaporator section are
separate), the individual serial numbers for condenser and/or evaporator have to be
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•
•
•
indicated (see below). Examples and pictures on where to find serial numbers (s/n) can
be found on annex 4
Compressor serial no.: serial number of compressor (Pictures on s/n on annex 4)
Condenser serial number (Pictures on s/n on annex 4)
Evaporator serial number (Pictures on s/n on annex 4)
9.4 Failure and repair information
•
•
•
•
Failure date: date when the failure occurred
Repair date: date when the repair of the unit was completed
Problem description: detailed description of failure including exact localization
Troubleshooting & Repair description: detailed description of repair carried out including
troubleshooting to assess the failure
9.5 Defective parts information
•
•
•
•
Part number: Espar Climate Control Systems part number of defective part as stated in
the Service & Parts catalogue. Part numbers other than Espar Climate Control Systems
part numbers are considered as non-original spare parts used and therefore are not
accepted in warranty
Part description: description of Espar Climate Control Systems defective part.
Quantity: amount of defective part; depending on the case, please specify in which unit
expressed. Please use metric units, for instance litres instead of liquid gallons, (centi)
meters instead of inches, kilometers instead of miles
Serial number or production code / date: serial number or production code or production
date of the defective part, if applicable (mandatory for specific parts, see Mandatory Parts
List on annex 3). Details and pictures on where to find serial numbers can be found on
annex 4
9.6 New parts information
•
•
•
•
•
•
•
Part numbers: Espar Climate Control Systems part numbers used for replacement or
repair as stated in the Service & Parts catalogue. Other part numbers (for instance
OEM’s or body builder’s part numbers) are considered as non-original spare parts used
for repair and therefore are not accepted in warranty (see chapter 3)
Part description: description of the Espar Climate Control Systems part used for
replacement or repair.
Quantity: amount of defective part; depending on the case, please specify in which unit
expressed. Please use metric units, for instance litres instead of liquid gallons,
(centi)meters instead of inches, kilometers instead of miles.
Unit price: net price that was paid at the time of the purchase of the part (see also
chapter 11 for more details)
Handling charge: overhead cost, if applicable, on the part as specified in paragraph 11.5
Total price: sum of cost for the part indicated (net price plus handling charge -if
applicable-multiplied by units).
Total parts: sum of total costs for all parts
9.7 Labour information
•
•
Labour code: Espar Climate Control Systems Labour Code as mentioned in the Labour
Allowance Tables (see annex 5)
Labour description: description of troubleshooting / repair carried out as mentioned in the
Labour Allowance Tables (see annex 5)
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•
•
•
•
Hours: time needed for the troubleshooting / repair carried out (see Labour Allowance
Tables on annex 5 for reference values)
Hourly rate: price for one hour of work as agreed with Espar Climate Control Systems
Total price: sum of cost for the labour indicated (number of hours multiplied by hourly
rate)
Total labour: sum of total labour costs for all jobs
9.8 Contact data of Claimer and total claimed
•
•
•
•
Claim date: date in which the Warranty Claim Form has been completed
Name: name and surname of the Claimer
Email address: address for info requests and official communication on the warranty
claim
Total claimed: sum of total costs claimed for the whole claim
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10 Quality Improvement Programs (QIP)
In order to improve continuously the quality of its products, Espar Climate Control Systems may
decide to launch a QIP (Quality Improvement Program) for a component or a product.
These special programs are normally carried out on defined limited batches and in a defined
limited timeframe. They are undertaken only upon initiative of Espar Climate Control Systems that
decides which program to launch, how to carry it out, to follow it up and to support it financially.
Any Quality Improvement Programs undertaken by the partner OEM or body builder / authorized
Dealer / authorized Service Center out of its own initiative are neither recognized nor financially
supported, even partially, by Espar Climate Control Systems.
All details on the program are usually communicated via Technical Bulletin in a confidential way.
The Technical Bulletin usually specifies:
•
•
•
•
•
•
•
•
•
•
•
•
•
QIP number
Type of QIP
Unit / product affected
Cut-in / Cut-out serial numbers or affected batch or affected dates
Duration of program
Improvement description
Repair / replacement kit or spare part number(s) needed
Kit(s) or spare part(s) ordering procedure as applicable
Technical working instructions
Labour allowed
Reimbursement instructions (specific claim procedures)
Follow-up instructions
Any other information necessary to the correct completion of the program
There are four types of QIP that Espar Climate Control Systems can start, according to the
urgency and the impact on the end user that the program has.
10.1 Field Recall
This is an urgent measure, normally a preventive action on a known issue or a safety issue. It
must be done as soon as possible and systematically on the whole batch defined in the Technical
Bulletin and it is generally an improvement of major quality. It is responsibility of the partner OEM
or body builder / authorized Dealer / authorized Service Center to provide all necessary
assistance to Espar Climate Control Systems to recall the units by contacting the end customers
in order to apply this modification.
10.2 Check & Repair campaign
This is an urgent preventive action to check if a fleet or a defined batch is affected by a technical
issue. The check-up measures must be done as soon as possible and systematically on the
whole batch defined, though the improvement measures may not be systematic but only on a part
of the items checked. It is responsibility of the partner OEM or body builder / authorized Dealer /
authorized Service Center to provide all necessary assistance to Espar Climate Control Systems
to recall the units by contacting the end customers in order to apply this modification if necessary.
10.3 Repair during Maintenance
This is a preventive action on a known or potential issue that anyway has no urgency. It is not
systematic, since only units in maintenance benefit from this quality improvement when
undergoing a routine review.
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These programs are followed up by the partner OEM or body builder / authorized Dealer /
authorized Service Center.
Failure to provide regular follow-up reports to Espar Climate Control Systems may lead to
rejection of claims.
10.4 Warranty Extension
This is a non-systematic measure on a known or potential issue outside the standard warranty
period of 12 months. The conditions for the warranty extension are specified in the Technical
Bulletin or can be communicated through specific Warranty Extension Agreements.
These programs are followed up by the partner OEM or body builder / authorized Dealer
/authorized Service Center.
Failure to provide regular follow-up reports to Espar Climate Control Systems may lead to
rejection of claims.
QSF- ST001
Page 17 of 35
Rev. 2
11
Warranty reimbursement guidelines
11.1 Invoices and Free-Of-Charge deliveries
The warranty reimbursement process of Espar Climate Control Systems is based on warranty
claims and not on warranty invoices; invoices for warranty claims are normally not accepted.
If invoices are received they are eventually returned to the Claimer along with a credit note if the
claim is valid and partially or totally approved (invoices for warranty claims which are rejected are
returned to the Claimer along with a written explanation for the rejection).
Exceptions to this rule may apply according to specific financial regulations and are defined case
by case by Espar Climate Control Systems.
Espar Climate Control Systems does not send any material for replacement of normal warranty
repairs (so-called Free-Of-Charge deliveries), not even upon specific request.
Parts needed for warranty replacement if not available on stock must be ordered at Espar Climate
Control Systems through the normal Spare Parts ordering process. The related costs can be
recharged back to Espar Climate Control Systems through the warranty claiming process.
11.2 Validation, approval and credit of warranty claims
As soon as Espar Climate Control Systems receives a warranty claim, this is reviewed and
verified for adherence to all requirements listed in this document.
A first formal check is performed on the mandatory information and material which should be
provided with the Warranty Claim Form. If the formal check is successful, a technical check on
the failure and on the repair is carried out. Finally, if also the technical check is positive, a
financial control on the amounts claimed is completed.
The output of this process can lead to different cases.
•
The claim is approved (all three stages have check successful)
The warranty claim is valid and fully entitled for reimbursement.
Information is given to the Claimer and the claim is approved for crediting.
•
The claim is set on hold (pending further information)
The warranty claim is generally valid but more information or investigations or defective
parts are needed in order to clarify the case. Information and/or material can be asked
back to the Claimer in order to complete the process. Information and/or material must be
provided by the Claimer within 15 calendar days from request. Failure to provide
information within this timeframe leads to rejection.
•
The claim is partly rejected (adjusted)
Espar Climate Control Systems reserves the right to adjust (partially approved) warranty
claims for any data or fact that indicate the non-compliance with Espar Climate Control
Systems warranty policy described in the present document (see in particular chapter 3
and 4). Information is given to the Claimer and the claim is approved for partial crediting
equal to the fraction of the claim which is valid.
QSF- ST001
Page 18 of 35
Rev. 2
•
The claim is rejected
A claim can be rejected at any stage of the warranty processing, stopping any further
analysis on it. This means that a claim can be rejected if mandatory information or other
necessary information to clarify the case is missing or inconsistent or wrong. Espar
Climate Control Systems notifies the Claimer in writing about the claim rejection, along
with rejection reason(s). Rejected claims can be resubmitted by the Claimer after
completion or correction.
The resubmission must happen within 15 calendar days from rejection notification from
Espar Climate Control Systems and the resubmitted claim must have the same claim
number of the original one.
Systematic violation of Espar Climate Control Systems warranty policy with repeated submission
of invalid claims leads to the reduction and eventually to the cancellation of the partner OEM’s or
body builder’s / authorized Dealer’s / authorized Service Center’s handling charge for all claims.
11.3 Labour costs and Labour Allowance Tables
Espar Climate Control Systems reimburses warranty labour if performed on the basis of Labour
Allowance Tables (see annex 5) and at the established hourly rate which is agreed between
Espar Climate Control Systems and the partner OEM or body builder / authorized Dealer /
authorized Service Center.
The Tables are to be used to determine the amount of time required to perform repairs to E Espar
Climate Control Systems air conditioning units in accordance with the procedures here described
and can also be used as a guideline for estimating repairs to end users.
The standard repair times are all-inclusive and additional time for special cases can be added to
the warranty claim only if authorized in advance by Espar Climate Control Systems. Any nonauthorized overtime exceeding that indicated in the Labour Allowance Tables is readjusted to the
standard repair time.
When multiple repairs are related to one job, only the highest standard labour allowance can be
applied on the warranty repair (example: a defective compressor has also a leaking valve: only
the standard labour to replace the compressor -which includes replacing the valve-can be
allowed).
Repairs of parts covered by warranty have to be performed during normal working hours.
Any extra costs outside normal working hours are not warrantable (see chapter 4).
Travel time can be reimbursed at 50% of the standard hourly rate.
For Quality Improvement Programs and special actions directly organised by Espar Climate
Control Systems together with the partner OEM or body builder / authorized Dealer / authorized
Service Center, the labour allowance is specifically assigned by Espar Climate Control Systems
and communicated via Technical Bulletin.
11.4 Parts cost and refrigerant / consumables allowance
The cost of the parts that can be recharged to Espar Climate Control Systems is equal to the list
price minus the commercial discount plus the handling charge, if applicable (see paragraph 11.5).
Partner OEM’s or body builder’s / authorized Dealer’s / authorized Service Center’s own prices
will not be accepted and are readjusted to the Espar Climate Control Systems prices according
to the above calculation.
For Quality Improvement Programs and special actions directly organized by Espar Climate
Control Systems with the partner OEM or body builder / authorized Dealer / authorized Service
QSF- ST001
Page 19 of 35
Rev. 2
Center, the part cost may be specifically assigned by Espar Climate Control Systems and
communicated via Technical Bulletin.
No other parts than those mentioned in the Technical Bulletin are allowed for each Program.
Evacuating and charging the system with refrigerant as well as changing the drier and other
consumable items are not always required when repairing the refrigeration system.
Additional refrigerant and consumables are not allowed for any repair in which it is not necessary
to replace or reintegrate them due to a warrantable failure.
Refrigerant is warrantable only if replacement is required as a result of a warrantable failure
causing partial or total loss of charge. A drier is warrantable if the defect caused a complete loss
of charge or if any major system component is replaced (condenser, evaporator, compressor…).
If it is not necessary to change the drier under these circumstances, the drier is not warrantable.
Topping up refrigerant, replace consumable items and cleaning filters are typical operations to be
performed during normal maintenance and cannot under any circumstances be recognized in
warranty.
In case of leakage on components or on the refrigeration ducts that lead to loss of refrigerant, the
problem description must report the exact identification of the leaking point.
Generic descriptions like “Freon loss from the connection fittings” or “leakage on the evaporator”
or “refrigerant leak from the refrigerant line” are not considered valid as they do not represent any
qualitative information. In such cases, the warranty claim with all related costs is rejected.
Good descriptions are for instance “gas loss from the connection liquid line-expansion valve” or
“refrigerant leak from the discharge line on the pressure valve”.
For leakages on coils, it is mandatory to attach a drawing from the spare parts manual or a digital
picture with the exact identification of the leaking point (see also Mandatory Parts List on annex
3).
Oil is warrantable only if contaminated as a result of a warrantable compressor failure. Oil is not
warrantable if it is removed from the system to make a warranty repair such as gaskets or seals,
as the oil can be reused. Oil is also not warrantable if contaminated due to failure to perform the
recommended oil changes during the maintenance or if the wrong oil type was used.
When refrigerant and oil are claimed, they are reimbursed according to Espar Climate Control
Systems list prices.
11.5 Handling charge
Espar Climate Control Systems reimburses handling charges on parts (mark-up applied on the
part price). In order to cover the partner OEM’s or body builder’s / authorized Dealer’s /
authorized Service Center’s overhead costs like freight and custom charges, special taxes,
inventory costs and general administrative costs for handling.
The handling charge is a fixed percentage on the net price of parts; the percentage is agreed
between Espar Climate Control Systems and the partner OEM or body builder / authorized Dealer
/ authorized Service Center.
No handling charge is applicable on oil, nitrogen and refrigerant
QSF- ST001
Page 20 of 35
.
Rev. 2
Annex 1 - Summary Table of most common procedures
(Warranty, transport and shipment claims)
Type of claim
Send claim to
Timeframe for
issuing claim
Document or
material to send
Standard Warranty
Complete Units
Espar Climate Control
Systems
Within 30 calendar days
from repair completion date;
send additional info if
requested or resubmission
within 15 calendar days
from request
Warranty Claim Form
Defective goods must be
sent back according to
Mandatory Parts List or
upon specific request, in any
case via RMA process.
Espar Climate Control
Systems
Within 30 calendar days
from repair completion date;
send additional info if
requested or resubmission
within 15 calendar days
from request
Warranty Claim Form
Job Card of initial
commissioning
Part original invoice
Defective goods must be
sent back according to
Mandatory Parts List or
upon specific request, in any
case via RMA process.
Espar Climate Control
Systems
Within 30 calendar days
Warranty Claim Form
from repair completion date
Forwarder (transport
company)
Depending on the forwarder Depending on the forwarder
Consignee must normally
make a note on Proof Of
Delivery and the note must
be countersigned by the
forwarder
Espar Climate Control
Systems
Within 10 working days
from goods receipt
12 months after commissioning (Warranty
Card / PDI Form) or 12 months from
invoice date if no Warranty Card / PDI
Form is received
Including 0-km defects
Standard Warranty
Spare Parts
6 or 3 months after part installation,
depending on installation location
Quality Improvement
Programs
Refer to the corresponding Technical
Bulletin for each Program
Transport damage or loss
prior to installation
Shipment issues
Missing parts, incomplete kits, over
shipment, short shipments, wrong goods,
mistake in the delivery papers
QSF- ST001
Page 21 of 35
A ”concealed damage
inspection” must be
requested to the forwarder.
Claim for return parts must
mention the reason for
return, the part number and
description, the quantity, the
order number and the
invoice number.
Incorrect or over shipped
goods must be sent back via
RMA process.
Rev. 2
Annex 2 - RMA Process and RMA Form
In order to improve our service to you, we would like to provide you with some
simple instructions on how to return parts to Espar Climate Control Systems.
Following these few steps will help you with
- getting quickly the right contact person (mail / phone)
- communicating important information without need of providing additional data
afterwards
- get a Return Material Authorization Number (RMA Number) also for your
internal records and will help us with
- having an immediate and complete overview on the items claimed
- identifying and tracing internally your returns
- shortening the resolution time of your claims
STEPS FOR A CORRECT MATERIAL RETURN
1) Get in contact with Espar Climate Control Systems and provide details on the material
you want to return (part number and description, quantity, order number, order date,
reason for return, claim number if applicable, if you have agreements with specific
people for the return)
2) If Espar Climate Control Systems contact approves your return, you will receive an
RMA Number. We trace your returns through this number, therefore please indicate
it clearly on the package and on the delivery papers
3) Pack the return carefully and be sure to enclose in the box the following
documentation filled out:
Delivery note
RMA Form (attached to this communication)
In case of a warranty claim, a copy of the Warranty Claim Form
In case of a delivery problem, a copy of our invoice
QSF- ST001
Page 22 of 35
Rev. 2
RMA Number:
From: ______________________Company:_________________________
To (contact at E-Climate Systems):_________________________________
Part Nr:
__________________________________________________
Part description : ________________________________________________
Part Qty. : _____________ Order No. of Espar Climate Control:______________
Type of problem:
Over shipment
Wrongly shipped (wrong part / wrong order)
Warranty parts
Spare parts
Quality problems not in warranty
Notes ___________________________________________________________
________________________________________________________________
Date __________________________ Signature__________________________
QSF- ST001
Page 23 of 35
Rev. 2
Annex 3 – Mandatory Parts Return
QSF- ST001
Page 24 of 35
Rev. 2
Annex 4 – Examples of serial numbers and production
codes
Serial number of a control panel
Serial number of a clutch
Production code of a condenser fan motor and on a pneumatic cylinder
Serial number label on compressors
QSF- ST001
Page 25 of 35
Rev. 2
Labels with AC unit serial number on in-line units (one serial number for the whole AC
unit)
For in-line units or for split-units, a separate serial number exists for the condenser and
for the evaporator(s)
QSF- ST001
Page 26 of 35
Rev. 2
Annex 5 - Labour Allowance Tables
1
General instructions
The Labour Allowance Tables have been issued thanks to the cooperation of Espar
Climate Control Systems engineers, workshop employees and service technicians.
The Tables are to be used to determine the amount of time required to perform repairs to
Espar Climate Control Systems air conditioning units and can also be used as a guideline
for estimating repairs to end users. They are also the official document on the basis of
which the labour for the warranty claims is approved or not.
Many possible circumstances and problems that can arise during a repair have been taken
into consideration while allocating the time allowance for each job.
The labour indicated in the tables is therefore in the great majority of the cases more than
enough to complete the job and all-inclusive.
Additional time for special cases can be added to the warranty claim only if authorized in
advance by Espar Climate Control Systems.
Should you have special cases or circumstances that are not included in the Tables, please
contact the Warranty Department prior to issue the warranty claim and keep sufficient
records on the case. Any non-authorized overtime is readjusted to the standard labour
time if not agreed with Espar Climate Control Systems in advance.
Where multiple repairs are related to one job, only the highest standard labour allowance
can be applied on the warranty repair (example: a defective compressor with a leaking
valve: only the standard labour to replace the compressor, which includes replacing the
valve, can be allowed).
On every warranty claim Espar Climate Control Systems grants half an hour all together for
diagnosis and final test run. A quality repair includes a correct troubleshooting,
measurements and the assurance that the job has been carried out correctly and
successfully to ensure full satisfaction of end user.
QSF- ST001
Page 27 of 35
Rev. 2
1.1
How to use the tables: examples
Example 1 - Symptoms
The compressor magnetic clutch is loud
Diagnosis
Troubleshooting
Result
Check the clutch
The clutch bearing is defective and caused the clutch to be noisy
Repair works to be carried out
Remove defective clutch bearing; install new clutch bearing, test run
Codes
Description
1-A
Diagnosis & test run
0.50 h
A-2
Remove & refit clutch bearing
0.50 h
total
1.00 h
Example 2 - Symptoms
Poor air flow.
Diagnosis
Troubleshooting
Result
Check evaporator blowers, check speed controllers
3 blowers are running too slow due to defective speed controllers
Repair works to be carried out
Remove and refit 3 speed controllers, test run
Codes
Description
1-A
Diagnosis & test run
0.50 h
D-9
Remove & refit speed controller
0.25 h
D-9
Remove & refit speed controller
0.25 h
D-9
Remove & refit speed controller
0.25 h
total
QSF- ST001
1.25 h
Page 28 of 35
Rev. 2
2
List of AC groups
All types of AC units manufactured by Espar Climate Control Systems have been
grouped in 7 categories in order to simplify the document and facilitate the
identification of the allowed time for every repair.
Please check in which group the AC units that needs repair falls into, prior to carry
out the repair and be sure to pick up the correct value.
General remark for units belonging to Group 7
The Labour Allowance for Group 7 must be agreed with Espar Climate Control.
In the tables the following abbreviation is used: R & R = Remove and refit
Group 1
AC Driver /
Small Buses
AC6 - AC7 - AC8 - AC8S
AC408 - AC411 - AC413 - AC420
Group 2
Inline small
AC units
AC111 - AC516
Group 3
Parallel AC units
AC136 - AC518 - AC632 - AC644 - AC650
Group 4
Inline big
AC units
AC310 - AC313 - AC350 - AC353 - AC520
Group 5
Spain products
AC410 - AC515 - AC630 - AC635 - AC640
Group 6
Split AC units
AC18 - AC184 - AC186 - AC187 - AC188
AC193 - AC194 - AC195
Group 7
Electric
AC403E - AC136AE
QSF- ST001
Page 29 of 35
Rev. 2
3
Compressor
Code
ZZZ
A-1
A-2
A-3
A-4
A-5
A-6
A-7
A-8
A-9
A-10
A-11
A-12
A-13
A-14
A-15
A-16
A-17
A-18
QSF- ST001
Description
Diagnosis & test run
R&R Compressor incl. recover. evacuate & recharge
R&R Compressor with engine in middle. like above
R&R Clutch
R&R Clutch & coil
R&R Clutch bearing
R&R Cylinder unloader
R&R Solenoid coil of cylinder unloader
R&R Shaft seal
R&R Valve plate
R&R Sightglass
R&R Suction service valve
R&R Discharge service valve
R&R Pressure relief valve
R&R Pressure switch
Change compressor oil incl. cleaning oil screen
Clean filter in suction line connection
R&R Pneumatic cylinder
Evacuate & charge (compressor only)
Page 30 of 35
Bock/
Bitzer
Sanden
TM
Screw
comp.
0.50
4.00
7.00
0.50
0.75
0.50
0.50
0.10
0.30
0.50
0.20
0.50
0.50
1.00
0.50
0.50
0.50
0.50
0.50
0.50
2.50
3.00
0.50
0.75
0.50
3.00
0.50
0.10
0.50
1.00
0.20
0.20
0.20
0.50
0.50
0.50
0.50
0.50
1.00
0.50
0.30
0.50
Rev. 2
O5G
0.50
4.00
7.00
1.00
1.25
1.30
0.50
0.10
0.50
0.50
0.50
0.50
0.50
1.00
0.50
0.50
0.75
0.50
0.50
4
Condenser
Code
Description
ZZZ
B-1
B-2
B-3
B-4
D-10
B-5
B-6
B-7
B-8
B-9
Diagnosis & test run
Replace whole condenser coil
R&R Receiver tank
R&R Filter drier
R&R Sight glass
R&R Pressure switch
R&R Condenser fan motor
R&R Safety valve
Braze joint in repair works
R&R Check valve
R&R Non-return valve
Evacuate & recharge
(whole system)
B-10
5
Group 1
Group 2
Group 3
Group 4 Group 5
0.50
1.50
0.50
0.50
0.25
0.10
0.50
0.50
3.50
1.00
0.30
0.25
0.50
3.50
1.00
0.30
0.25
0.30
0.50
2.00
1.00
0.30
0.25
0.10
0.50
0.10
0.30
0.50
0.10
0.30
1.00
0.50
0.10
0.30
1.00
1.50
1.50
2.50
2.50
Group 6
0.50
2.00
0.50
0.30
0.20
0.10
0.50
0.10
0.30
0.50
2.00
0.50
0.30
0.20
0.10
0.50
0.10
0.30
1.00
1.50
1.50
Evaporator
Code
Description
ZZZ
C-1
C-2
C-3
C-4
C-5
C-6
D-9
D-10
C-7
C-8
C-9
Diagnosis & test run
Replace whole evaporator coil
R&R Expansion valve
R&R Expansion valve with flange
R&R Solenoid valve in liquid line
R&R Solenoid coil
R&R Evaporator blower
R&R Blower speed controller
R&R Pressure switch
R&R Heater coil
R&R Hot water valve
Braze joint by repair work
Evacuate & recharge
(whole system)
C-10
QSF- ST001
Group 1 Group 2 Group 3 Group 4 Group 5 Group 6
0.30
1.50
0.50
0.50
3.50
1.00
0.50
3.50
1.00
0.50
3.50
1.00
0.50
1.50
0.50
0.50
2.50
1.00
0.50
0.10
0.20
0.25
0.50
0.10
0.30
0.25
0.50
0.10
0.30
0.25
1.50
1.50
0.50
0.50
0.75
0.25
0.10
2.50
0.20
0.30
0.30
1.50
1.00
0.30
0.50
0.10
0.20
0.25
0.10
1.00
1.00
0.20
1.50
1.50
2.5
2.50
1.50
1.50
0.20
0.25
0.10
1.00
Page 31 of 35
0.30
Rev. 2
6
Electric and electronic control system
Code
Description
ZZZ
D-1
D-2
D-10
D-11
Diagnosis & test run
R&R Relay
R&R Relay board
R&R Electronic controller or
control panel
R&R Thermostat
R&R Mode switch
R&R Temperature sensor
R&R Diode
R&R Blower speed controller
R&R Defrost thermostat
R&R Pressure switch / pressure
transmitter
R&R Electric heating
D-12
Wire repair
D-3
D-4
D-5
D-6
D-7
D-8
D-9
7
Group 1 Group 2 Group 3 Group 4 Group 6
Group 6
1.00
0.10
1.00
1.00
0.10
1.00
1.00
0.10
1.00
1.00
0.10
1.50
0.75
0.10
1.00
1.00
0.10
1.00
0.50
0.20
0.30
0.10
0.50
0.25
0.20
0.50
0.20
0.30
0.10
0.50
0.25
0.50
0.30
0.30
0.10
0.50
0.25
0.50
0.30
0.30
0.10
0.50
0.25
0.50
0.50
0.10
0.10
0.25
0.25
0.30
1.00
0.30
0.30
0.30
0.30
0.75
The Labour Allowance for all groups
must be agreed with E-Climate Systems
Fresh air flap
Code
ZZZ
E-1
E-2
E-3
E-4
QSF- ST001
Description
Diagnosis & test run
R&R Flap motor
(only AC193 - AC 194)
R&R Air cylinder
(only AC183)
R&R Solenoid valve
(only AC183)
R&R Air line connectors
(only AC183)
Group 1
Group 2
Group 3
Group 4
Group 5
Group 6
0.50
0.50
0.50
0.50
0.50
0.50
0.50
0.75
1.50
1.00
0.50
2.00
0.50
0.75
0.50
0.75
0.50
0.50
0.25
0.75
0.20
0.20
0.20
0.20
Page 32 of 35
Rev. 2
QSF- ST001
Page 33 of 35
Rev. 2
QSF- ST001
Page 34 of 35
Rev. 2
Espar Climate Control Systems
6099A Vipond Drive
Mississauga. Ontario
L5T 2B2. CANADA
Tel. 905 – 670 - 0960
Fax 905 – 670 - 0728
www.espar.com
QSF- ST001
Page 35 of 35
Rev. 2