Making a Claim

With cooling season in full swing your Central Warranty Team would like to remind you of the proper steps to take when you have warranty needs on equipment.

With any warranty issue your first step is to always contact your local Famous branch and obtain the parts you need to repair the equipment. Once the repair has been made and the part or parts have been returned, your warranty claim will be processed quickly, provided

The correct information is supplied with the returned part(s). Please note that model and serial number, install/ fail dates and homeowner information are always required to submit a warranty claim against equipment.

*In the case of a Friedrich unit failure, you must contact Friedrich directly at 800-541-6645. They will help troubleshoot the unit, send out an authorized repair technician, or authorize unit replacement. Never pull a whole Friedrich unit without prior approval from Friedrich.

*If you experience an Aspen coil failure the gray Mylar serial number label is REQUIRED to be returned per the manufacturer. Without the label, credit will not be issued. There will be no exceptions.

If you require further technical advice please contact the manufacturer directly or either of our wonderful product specialists:

Mark Ham 330-704-7040
Jeff Rosenblum 330-962-2491

HVAC Warranty Claims

With smart phones, tablets, and interactive websites, it’s easier than ever to gather and document warranty information. Many manufacturers have tools to check serial numbers, warranty and troubleshooting information, and register equipment right from your phone.

I strongly advise you to clearly document model and serial numbers, homeowner information, and installation dates for any equipment you install. Registering equipment for your customers is also recommended.

Our Central Warranty Team is prepared to go above and beyond to help facilitate your warranty claims but we need your help ensuring we have all information needed to complete your claim. Serial numbers are critical and the most important part of submitting claims. Date codes, detailed descriptions of part failure, and homeowner information are also necessary. Warranty forms that details the information needed to submit your claim are available at all Famous counters. For an electronic form, please email FamousCWT@famous-supply.com.

Submitting your warranty claim in a timely manner is very important. Most manufacturers have specific guidelines and timetables for the claim to be submitted.

For example:

  • Mitsubishi requires all claims to be submitted within 45 days of service date.
  • Armstrong/Concord requires submittal within 60 days of failure date.
  • Luxaire/Guardian’s requirement to receive 100% credit is within 90 days of fail 
date. After 90 days a percentage of credit is deducted up to 359 days. After 359 days of failure no credit will be issued. 
Please help us take care of your claims quickly and efficiently by submitting complete and accurate information so that we can get you your money faster.
If you require technical advice, please contact the manufacturer directly or call our Tech Support Team:

Mark Ham 330-704-7040
Jeff Rosenblum 330-962-2491

See us at the Expos!

In this edition of Supply Chain we are going to change up your Warranty Tip a little. Instead of providing you with tips and tricks we would like you to bring your tips to us! Come meet your Central Warranty Team at the Northwest Ohio and Western Pennsylvania Expo Showcases. Bring us your warranty concerns, problems, and even your triumphs!

Janet Berta will be available for a meet-and-greet at the Northwest Ohio Expo at Kalahari Resorts on March 29, 2017. Janet specializes in Bradford White, plumbing products, and our new private label offerings.

Jennica Messmore will be attending the Western Pennsylvania Expo at the Hilton Garden Inn on April 25, 2017. Jennica specializes in Luxaire/ Guardian, Armstrong/Concord, and most HVAC products.

We would like to assist you in any and all of your warranty needs. While both of us specialize in certain areas we are always willing and able to help with any product that Famous Supply o ers. Please come see us and let us know how we can help!

If you require technical advice, please contact the manufacturer directly or call Famous’ Tech Support Team:

Mark Ham 330-704-7040
Jeff Rosenblum 330-962-2491

Vendor Warranties

It’s that time of year again! Evaporator coils are working overtime to cool our homes to make us less grumpy and more comfortable in the heat and humidity. If a warranty issue occurs with an evaporator coil, follow our tips below to make your claim go more smoothly. Each vendor requires different and specific information when ling claims.

Armstrong Air/Concord: Famous requires the coil be returned. A clear picture of the serial number label must be submitted with the warranty claim. The coil carries a 5-year warranty unless registered within 60 days of installation. At that time, it will have a 10-year warranty. Armstrong will pay a at rate labor if the coil fails within 90 days of install, whereas Concord will within 30 days. Both must be submitted for warranty within 60 days of failure to be issued credit or will be denied by Allied Air.

Aspen: Famous requires the coil be returned. The original silver mylar serial number label must be returned to Aspen by the Famous Warranty department within 60 days of claim submittal to receive credit. Photo copies are not acceptable. The unit must be properly registered with Aspen within 60 days of installation to qualify for the 10-year warranty, not to exceed 11 years from the date of manufacture. If those conditions are not met, then the coil is warranted for a period of 5 years from the date of installation, not to exceed 6 years from the date of manufacture. If a claim is made during the 6th or 11th year, documentation of the installation date must accompany the claim. Aspen does not pay labor.

Luxaire: A service part must be used if the coil fails within 30 days of installation to qualify for labor. Complete finished goods evaporator coil change-outs do not qualify for labor.

On an older Legacy coil that does not have a finished goods coil available, you will need to order and warranty the service part against the unit. The current coils will have the service part and the finished goods coil available to be used as repair/replacement options. If you have questions regarding this policy please contact Jennica Messmore from the Central Warranty Team at 330.434.5194.

If you require technical advice, please contact the manufacturer directly or call Famous’ Tech Support Team:

Mark Ham 330-704-7040
Jeff Rosenblum 330-962-2491

Reznor Warranties

The leaves are falling, days are turning crisp and the hoodies have come out of the closet. That can only mean one thing: Autumn has returned, along with heating season. In this Warranty Tip we will be catching up with Reznor.

Reznor UDAP/UDAS models are backed with a no questions asked, 10-year heat exchanger and 5-year parts warranty. The warranty is non-prorated, which means if your heat exchanger fails in the 11th month of the 9th year it is fully covered. There is no need to register your equipment either. Reznor warranty periods are based on the serial number and manufacture date, not the installation date.

For example: a UDAP unit that was manufactured in October 2009 has a heat exchanger warranty until October 2019. Parts other than the heat exchanger are warrantied until October 2014. If the heat exchanger fails in the 5th year of the warranty period and is replaced, the unit has five years left on the warranty; it does not start over.

Commercial and built to order equipment come with a full 1-year parts and heat exchanger warranty. Please be advised that Reznor does not cover charges for labor or other costs incurred in the troubleshooting, repair, removal, installation, service or handling of parts or complete products.

All warranty claims must be made within 90 days from the discovery of the defect. Complete model and serial number must be furnished along with the part and detailed description of failure for your claim to be processed quickly and accurately.

Should you need tech advice on your Reznor unit in Ohio, you may contact Rick Kapeluch at 216-904-2826.

If you require technical advice, please contact the manufacturer directly or call Famous’ Tech Support Team:

Mark Ham 330-704-7040
Jeff Rosenblum 330-962-2491

Friedrich Warranties

In preparation for summer, we would like to give you some warranty tips on Friedrich SG-Series Packaged Terminal Air Conditioners (also known as PTAC).

PTAC have a limited 2-year warranty from the date of installation. Reasonable proof must be presented to establish the date of install (Famous or contractor invoice), otherwise the beginning date of warranty will be considered to be Friedrich’s shipment date plus 60 days. Any part found to be defective will be credited once Famous’ CWT has submitted the claim and received approval from Friedrich.

The limited warranty on the sealed Refrigeration system, which consists of the compressor, metering device, evaporator, condenser, reversing valve, check valve, and interconnecting tubing is extended to 3-5 years from the date of install. It will also be credited (excluding freight charges) once Famous’ CWT has submitted the claim and received approval.

It is the official policy of Friedrich that a contractor MUST receive pre-approval from Friedrich BEFORE replacing a unit under warranty. Contractors MUST call Friedrich TAC at 877-599-5665 for basic troubleshooting. If the unit is to be replaced, Friedrich will give the contractor an authorization code. Model and serial numbers of the unit must be readily available at the time of the call. Please have the authorization number available when submitting the unit claim to Famous’CWT. Failure to follow this policy may result in loss of 50% unit credit.

Although the above outline is for PTACs, all product families from Friedrich follow the same guidelines for trouble shooting and replacement under warranty.

If you require technical advice, please contact the manufacturer directly or call Famous’ Tech Support Team:

Mark Ham 330-704-7040
Jeff Rosenblum 330-962-2491

HVAC Warranty Claims

This year marks the 3rd anniversary of Famous’ Central Warranty Team (CWT). It’s safe to say that at Famous times have changed! Gone are the days of warranty claims falling through the cracks or months of waiting to receive credit.

The idea behind CWT is to submit your claims quickly and accurately by a team of associates who are exclusively dedicated to you and your claims. From the time the complete information is submitted until you receive credit, it is our mission to see it through. We have created a uniform procedure that spans 26 branches in 3 states and want you to be safe in the knowledge that your CWT will do their best to make sure your claim is processed as quickly as possible.

With that being said, be advised that all vendors have a different process that needs to be followed when it comes to submittal and issuing credit. While many vendors have websites where we can submit claims electronically, some still require forms and product returns.

We are often asked how long it should take for credit, and unfortunately there is no “one size fits all” answer. It all depends on the vendor and if a part is required to be returned and inspected or tested. These instances will take longer since Famous does not issue credit until it is received from the vendor.

Famous CWT processes about 18,000 warranty claims per year so we appreciate when you submit complete and accurate information. For an electronic version of our exclusive warranty form, please email your request to FamousCWT@famous-supply.com.

If you require technical advice, please contact the manufacturer directly or call our Tech Support Team:

Mark Ham 330.704.7040
Jeff Rosenblum 330.962.2491

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