Warranty Claim Form.

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Warranty Claim Form

WARRANTY PROCESS

In order to make a warranty claim a customer must:

Confirm in writing within 7 days of the fault becoming apparent that a fault has been observed with the part/repair undertaken, and not another part of associated equipment or workmanship.
Consult if unsure with Adelaide Oven Repairs to verify a warrantable problem exists.
If the Appliance requires a return visit, an accurate description of the fault is required. (See online warranty claim form) A warranty claim will not be attended until an accurate fault description is supplied. A description of not working is NOT acceptable. Charges, at the current repair rate, may be applied if the part or repair is found to be working correctly.
Proof of Repair (if requested) must be supplied for warranty claims. Job number, date of repair, and repair value are the minimum information required.
Turn the device off and advise any condition that may be unsafe or dangerous.
The customer must make sure the warranty claim has been received and follow up to make a time to have the device looked at by a technician.

What's not covered

Warranty period is 12 months parts and 3 months labour

WARRANTY COVERS WORK/LABOUR

Warranty covers the parts installed and the labour involved installing those parts. Items not covered under warranty:

Bent Hinges
Blown globes
Different faults
No fault observed during the return visit.

So how can you tell if your claim will be covered by warranty. The rule of thumb is: if the part installed at the first visit were replaced with a new part and the fault is remedied, then this would mean the part(s) would be replaced under part warranty.

Labour is more difficult to ascertain. But normally it means the fault can be remedied without replacing the part(s), but was labour directly involved in the fitting of the part(s).

An example of the grey area of warranty: Most customers are fascinated to learn that the oven door is removable. Having witnessed it done by the technician in short order; some customers, after the fact, remove the door to clean the debris at the base of the door. Getting it back on doesn't always go according to plan. We are asked then asked to return often to find the door not properly relocated. Sure, it could have been us, but most times we make sure the customer tries the door to their satisfaction before leaving. The grey area is to prove who has caused the problem. Certainly if we can know it was removed by the customer, then it is not covered by warranty.

Oven globes are fragile as soon as they have been used. The globe filament becomes super brittle and is very sensitive to shocks or vibration. Pulling and oven out of it's location or using impact drivers to loosen and tighten screws and nuts can cause the filament to break. This type of issue is not covered by warranty any more than rusted fitting that may break when removing or replacing parts, covers etc.

Different faults is pretty straight forward. We replace say a fan motor, a week down the road the fan forced element fails. While they are interlinked as the element requires the fan to maintain its integrity, this does not mean we are liable to cover the second part under warranty.

Customers feel more comfortable if we return and check the behaviour they are concerned about is dangerous. While this might provide peace of mind it is not a warrantable claim. If the parts fitted or the labour executed is not observable as faulty at a return visit, it is not covered under warranty.

Duty Cycle

What is considered normal use?

WHO SETS "NORMAL USE"?

Duty Cycle is an engineers term for how long a product might be expected to operate! While warranty is nominally for 12 month parts and 3 months labour, most would understand that an oven used 3 time a day every day would not be considered normal use. The problem of course is that normal use is that "normal use" is not set out by the oven manufacturer. Which leave a lot of guess work in trying to determine when an oven is used above and beyond its normal expected design.

Most high use oven are pretty easy to spot by the technician. So any repeat visit for failing parts will likely end in a discussion about duty cycle and when they has been exceeded. More and more of the modern electronic appliances are logging hours used. So they have a means to determine when over use is a factor.