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Warranty Policy - Repairer

Last updated: September, 2024

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Below is the CROWN Industries warranty process for Repairers when dealing with real or perceived warranty claims from a customer:

 

  1. You receive a call/message regarding a faulty product and you ascertain it is definitely a CROWN product.

  2. Is there clear evidence that the CROWN product is within its warranty period?

    1. NO = carry on as per your own internal procedure for repairs.

    2. YES = redirect the customer to CROWN Industries and inform them that CROWN deals direct with the end-user on all warranty claims.  It is recommended that you provide them with the following link to our Warranty Claim Process: https://www.crownindustries.com.au/warranty-policy

 

As the design authority and manufacturer of the product(s), it is CROWN’s responsibility deal with all warranty claims.  It is also CROWN’s responsibility to investigate each claim to ensure that the correct decision for rectification and subsequent action is taken.

 

All legitimate claims are covered by CROWN.  However, we have had a number of instances where abuse and/or poor installation has taken place thus creating the issue for which the claim was made.  In such an instance (where it is clear this is the case), CROWN has not covered the cost of repair under warranty. This is a rare occurrence, but it does happen from time-to-time.

 

CROWN will always give the end-user the benefit of the doubt but where there is no doubt, CROWN will not cover the cost of repair.

 

We have also had instances where a Repair has taken the word of the end-user and attended the site under the pretext of warranty (without CROWN’s authorisation to do so).  Upon receipt of the invoice from the repairer, we investigated and ascertained that not only was the product well out of warranty but the reparation work required was due to abuse.  An unfortunate costly lesson to the Agent.

 

Following is the process for the conduct of warranty work once approved  by CROWN:

  1. CROWN contacts the Service Agent to ascertain availability.

  2. CROWN provides the Service Agent all the necessary details including:

    1. Address

    2. Contact(s)

    3. Details on the challenge with the product

    4. Any other important details

  3. Service Agent attends the site and diagnoses/verifies the problem.

  4. Service Agent contacts CROWN to discuss the problem whilst on site.

  5. CROWN decides on the final action to be taken (may require photo’s etc from the Service Agent).

  6. Service Agent carries out the work if instructed to go ahead.

  7. Service Agent completes the work and then forwards the invoice to CROWN for payment.

  8. CROWN pays the invoice and closes-off the job.

 

NOTE: PARTS -  in the event that parts replacement is required, CROWN will supply those parts either by sending directly to the Service Agent or by re supplying (replacing) parts used by the Service Agent. CROWN will not accept a charge from the Service Agent for CROWN parts. 

 

Should you have any questions or concerns regarding this process, please contact the undersigned.

 

We sincerely thank you for your support in following this process.

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