Technical Manual - Page 9
POLICIES
AND
PROCEDURES
governmental agency. Submitting fraudulent claims is grounds for immediate termination of the service agreement.
The consumer audit program will also include a customer satisfaction survey. Consumer complaints, comments,
suggestions will be forwarded to the service agency.
PROOF OF PURCHASE
Proof of Purchase to verify the status of any warranties shall include original bill of sale, closing papers of the new
dwelling, cancelled check or occupancy papers in the case of a remodel. The model and serial numbers are required
on the NARDA form along with the purchase date. The accuracy of this information is the responsibility of the
service agency.
SPECIAL AUTHORIZATIONS
All Non Warranty, Dealer/Distributor stock, or extensive warranty repairs being charged to Dacor must have prior
approval from a Dacor Customer Service Representative and a written Service Authorization. The Service Authorization
number must be written on the NARDA invoice and submitted for payment in the same manner as a warranty claim.
See exhibit C for a copy of the Service Authorization form being used. Claims submitted without this number may
be delayed or declined.
RETURN AUTHORIZATIONS
For the return of a product or replacement part, Dacor requires and issues Return Authorizations (RA’s) A completed
authorization specifi cally describes the cost, product, or part being authorized for return. The return authorization
number must be written or clearly identifi ed on the shipping container or the package may be refused. No credits or
payments other than specifi ed on the authorization will be made unless Dacor amends that authorization.
Return Authorization for fi nished product is only considered when all service remedies are exhausted. Returned product
may be examined to determine or verify the previous service work performed on the product. The service agency will
be contacted about any errors or discrepancies.
PARTS DISTRIBUTION
Dacor sells parts to a network of independent parts distributors, who sell replacement parts to our network of
independent service agencies. Authorized service agencies receive a 25% discount from the published retail price.
Parts Distributors provide warranty parts and issue credits for warranty repairs directly to the service agency. It is the
responsibility of the service agency to establish an account or a business relationship with their local parts distributor.
Parts distributors are provided with a recommended stocking list. In addition, each parts distributors inventory is
reviewed quarterly. Parts ordered in error or other parts requested for return may be subjected to a restocking fee. Dacor
is committed to supporting its parts and service network and understands the importance of having replacement parts
readily available. Dacor reviews all part return requests individually and will not penalize a distributor who attempts
to maintain complete parts inventory.
PARTS SHIPPING POLICY
Replacement parts are shipped to parts distributors from Dacor, freight prepaid with the exception of air shipments
(please see the authorized Parts Distributor Agreement for specifi c details). The parts distributor is responsible for
freight costs on all warranty parts. Large parts such as oven cells should be drop shipped directly to the service agency.
EMERGENCY PART ORDERS
An order identifi ed as an emergency and received prior to 12:00 PM (Pacifi c Standard Time) will ship that day. If an
air shipment is requested the parts distributor will be billed for air freight. An emergency order received after 12:00
PM will be shipped the following day.
DROP SHIPMENT OF PARTS
If requested by a parts distributor, replacement parts can be drop shipped directly to the service agency. This practice
is recommended for large parts, such as oven cells.
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