14 11.2011
QSF-60 Rev. 4
Espar’s Internal Procedure for Processing Warranty Claims
Espar will make every effort to process warranty claims promptly providing all information is provided
as set out in this manual. Thus, Espar is committed to issuing credit for processed warranty claims
within thirty (30) days of receiving back the requested parts.
Warranty Notification Form
It is the dealer’s responsibility to respond to the warranty notice (Appendix D) within ten (10) business
days; If there is no response within this time period, Espar will permanently close and reject the claim.
Espar will not re-open this claim once this process has been complete.
When a warranty claim is processed, according to Espar’s existing warranty policy, the Dealer
submitting the claim and/or MSD/DD will receive notification based upon the following criteria:
Warranty Claim is ON HOLD: Extra information is required by Espar to process the warranty claim.
Adjustments were made to the submitted Warranty Claim: Labour time / rate requested was
incorrect; duplicate labour codes, authorization for excess time, labour or parts were not requested, or
installation date was incorrect.
Rejection of the Warranty Claim: The heater warranty period has expired; parts returned were
tested and found to be not defective; parts claimed were not covered under warranty; inadequate
parts return; duplicate warranty claim; vehicle owner is not the original registered owner; requested
information not returned within ten (10) business days; or unauthorized WA# used for warranty claim
that was not approved for a particular serial number, etc.
Acceptance of the Warranty Claim: The claim submitted meets all of the necessary criteria and is
being processed.
Please see Appendix D for the notice form.
Warranty Authorization (WA)
A warranty authorization number (WA#) will be issued only for claims that are abnormal or outside the
normal scope of the warranty manual. Please refer to the Flat Rate Labour Guide for the particular
heater in question to see the additional parts that are allowable under certain conditions. These are
identified by the shaded areas on the Flat Rate Labour Guide. Please request this WA# PRIOR to
submitting any claim by sending an email to Espar’s Warranty Administrator for authorization. The
email must include the serial number of the heater, the end user customer name, a detailed
description of the problem and tests performed and the main reason for the request. The WA request
will be approved or rejected by the Warranty Department at their discretion based on the supplied
information.
The warranty authorization number (WA#) issued by Espar pertains to one specific instance only and
is to be used when submitting the claim on-line. IT IS NOT A GENERIC NUMBER TO BE USED
LIBERALLY and if used as such will result in immediate warranty claim rejection.
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