GUARDIAN WARRANTY SERVICE
SAMPLE DOCUMENTS
This packet contains samples of documents used to process claims through the Warranty Services department with Guardian Products, Inc. Included will be detailed explanations on the steps to follow to enable the process to flow as quickly as possible.
There are specific steps to the Warranty Services process. The vast majority of claims are satisfied via cleaning kits or field service technicians. The retailer will only get involved in resolving a claim if the claim resolution requires either replacement parts or replacing the entire piece of furniture.
The first Document in the process, the Request for Quotation, will likely come to the retailer via facsimile. This document contains 3 pages; the first lays out the details of what Warranty Services needs a quote on. The second page is a form for the retailer to write in the amounts requested, and the last page is the receipt from the customers purchase as a guide for the retailer. Often, this document is misunderstood as the request may be for a price for replacement parts (including labor for installation) and a request for the price of the replacement piece of furniture itself. If either of these costs is inadvertently left off the request when replying, this will delay the process, so make sure you read the document thoroughly. You will see on the attached document an explanation on how to fill out this form completely. When filled out completely, fax back to Guardian at the number listed on the top of the form.
At this point, this claim will be in the Examinations Department of Warranty Services. The examiner has up to 21 business days to finalize the claim though this process rarely takes 21 business days. Upon review of the Request for Quote, the Examiner will make a resolution decision and process the claim in one of three ways; 1) Send the Retailer an authorization to order parts (see Parts and Labor Authorization below), 2) Send the Retailer an authorization to order a replacement piece of furniture (See Furniture Exchange Authorization below), or 3) Authorize the customer to reselect different merchandise or accept a cash settlement (if the merchandise is no longer available) via an Options Letter (see Options Letter Below).
Parts and Labor Authorization – Upon receipt of a parts quote, the Examiner may choose to have the retailer order parts for replacement. In the event this is an upholstered piece of furniture, the retailer will order a “cut and sewn” part for replacement and have a local upholsterer install the part. This document authorizes the retailer to order the parts and have the damaged item repaired and also authorizes a specific amount for reimbursement (based on the costing provided from the retailer during the Request for Quote process). Upon completion of the repair, the retailer should fax in the Parts and Labor Authorization along with the manufacturers invoice to Guardian at the 800 number listed on the form for reimbursement. Upon receipt, Guardian will process the reimbursement check within 30 Days.
Furniture Exchange Authorization – Similar to the Parts and Labor Authorization form, this form is the authorization from Guardian to the retailer that allows the retailer to facilitate a
replacement of the customer’s furniture. This authorization is for a specific wholesale cost (provided by the retailer during the Request for Quote Process) and retail that the customer purchased as shown on the customers purchase receipt. Upon completion of the exchange, forward a copy of the Manufacturer’s Invoice along with the claim number and customer name to Guardian (see furniture exchange form). You will receive a reimbursement check within 30 days of receipt of the required documentation.
Under the section “Please coordinate delivery with the customer” you will see several options the customer may choose if they would prefer to select a different item than the item originally purchased. Remember, when you fully exchange a piece of furniture, this fulfills the warranty obligation for the piece being exchanged. The customer is eligible to purchase a new warranty on the new piece of furniture and they will do so often as long as the retailer offers them this option.
Options Letter – This is a letter that is sent to the customer (and copied to the retailer) providing the customer options to fulfill the warranty claim in the event the furniture is no longer available. The options vary on a case-by-case basis but typically are:
1 – Exchange the furniture for a like item up to the original retail value of the original furniture purchase. The retailer will pick up the old furniture and donate the furniture to charity on Guardian’s behalf.
2 – Cash settlement – The customer may be offered a cash settlement to settle the claim.
3 – Exchange the furniture for a like item up to the original retail value of the original furniture purchase while the customer purchases the old furniture from Guardian.
When the customer has made their decision, they MUST contact Guardian and notify them of their decision. If the selection is options 1 or 3, Guardian will then send the Exchange Authorization to the retailer allowing them to process the exchange.
P.O. Box 22000
Hickory, NC 28603
Phone: 800-527-8487 Fax: 800-668-5754
REQUEST FOR QUOTATION
THIS IS NOT AN AUTHORIZATION.
THIS IS SIMPLY A REQUEST TO OBTAIN WHOLESALE COST/ INFORMATION.
PLEASE COMPLETE ALL INFORMATION.
Date:Today’s Date
To:Retail Location Name
Attention:Retailer Contact Name
Fax/E-Mail:Retailer Fax/Email Address
From:Guardian Claims Examiner Name
Claim Number:Claim Number
Re Customer:Customer Name
Customer Address
Customer Phone
Invoice No:Invoice Number
Purchased On:Date of Purchase
Manufacturer:Manufacturer
SKU Number:SKU1, SKU2…
Style:Style
Description:Additional details regarding request
Part(s):Part(s) and/or furniture item requesting wholesale cost/availability
Labor:Description of labor needed to install parts
Please respond via the Guardian website or fax information to Guardian at 800-668-5754.
Claim Number
Please Complete All Applicable Information
Did Customer Pay For Delivery? (Yes) (No) If yes list amount paid: ______
Additional Retailer Comments:
______
______
Retailer Contact: ______
Contact Phone: ______
Email Address: ______
Unit or Part Description / Wholesale Cost / Cost OfLabor to
Install / Unit/Part
Available
(Y/N) / Fabric/Leather
Available
(Y/N) / Date
Discontinued
Item 1
Item 2…
Claim Number
Customer Invoice
P.O. Box 22000 Hickory, NC 28603
Phone: 800-527-8487 Fax: 800-668-5754
PARTS AND LABOR AUTHORIZATION
Note: Items must be ordered within 30 days
Today’s Date
To: Retail Location Name
Attn: RetailerContact Name
Fax/Email: Retailer Fax Number or Email Address
From: Guardian Claims Examiner Name
Examiner Extension: Guardian Claims Examiner Phone Extension
GUARDIAN CLAIM NUMBER: Claim Number
Re: Customer NameINVOICE: Invoice Number
Customer AddressDOP: Date of Purchase
Customer PhoneSKU: SKU1, SKU2…
STYLE: Style
MANUF’R: Manufacturer
MODEL: Model
PLEASE ORDER PARTS AND/OR PERFORM LABOR LISTED BELOW:
Unit or Part Authorized / WholesaleCost
Approved / Cost of Labor
To Install (if
Applicable) / Total
Amount
Authorized / Date
Part(s)
Ordered / Anticipated
Date of
Arrival
Part – Furniture Type/Piece / Part Cost / Labor Cost / Total Cost
Additional Retailer Comments: Retailer Remarks from Retailer Quotation
Retailer contact person: RetailerContact Name
Phone: Retailer Phone
Contact Email: Retailer Email Address
Please respond via Guardian Website, or fax information to Guardian Products, Inc. 1-800-668-5754
Today’s Date
Customer Name
Customer Address
THIS IS NOT AN AUTHORIZATION
Dear Customer Name,
Guardian Products, Inc. Warranty Services has a reached a resolution to your claim number ( Claim Number ) that was filed on Claim Date for your:
Furniture Type/Piece
You are entitled to select ONE of the options printed below. Please email or call the examiner listed below at 1-877-651-7358 to indicate your chosen option. If the option chosen includes reselection, Guardian will notify your retailer of authorization within 5 business days, after which you may call the retailer to schedule an appointment.
Please review the following options:
Option 1: Reselection of a(n) Furniture Type/Piece at Retail Location Name – Retail Location City/State up to Retail $ and relinquish the damaged item(s).
Option 2: Cash settlement in the amount of Cash Settlement $.
In the event Warranty Services does not receive a response within 15 days from the date of this letter, Option 1 will be submitted to the retail establishment from which you purchased the furniture. An exchange authorization is only valid for 30 days. Any option chosen will fulfill all obligations of the warranty for your:
Furniture Type/Piece
Guardian Claims Examiner Name
Guardian Products, Inc.
Guardian Claims Examiner Email Address
P.O. Box 22000 Hickory, NC 28603 Phone# 800-527-8487 Fax # 800-668-5754
FURNITURE EXCHANGE AUTHORIZATION
VALID FOR 30 DAYS
Today’s Date
To: Retail Location Name
Attn: RetailerContact Name
Fax: Retailer Fax Number
From: Guardian Claims Examiner Name
Re: Claim Number
Customer Name
Customer Address
Customer Phone
INVOICE: Invoice NumberSKU/SKU: SKU1, SKU2…
DOP: Date of PurchaseSTYLE: Style
MANUFACTURER: ManufacturerMODEL: Model
Unit(s) authorized: Furniture Type/Piece(s)Wholesale Cost unit (s): Wholesale $
Freight: Authorized Freight Reimbursement Amount
Special Instructions: Notes from Guardian Claims Examiner
AUTHORIZATION: Claim NumberAUTHORIZED AMOUNT: Wholesale $
Retailer: You are authorized to exchange the listed pieces of furniture up to the retail amount of Retail $
An identical piece (replacement) or a similar piece of equal value to the customer's original net retail purchase (reselection)
Payment will be processed upon receipt of the manufacturer’s invoice.
Please include Customer's name and claim number and forward to
Guardian Products, Inc.
Attention: Retailer Invoicing.
(800) 668-5754
Please allow up to 4 weeks for delivery of check.
PLEASE COORDINATE DELIVERY WITH THE CUSTOMER
If the customer wishes reselection rather than replacement, you may accommodate them at your discretion. If the customer chooses a reselection that is lower in the cost than their original net retail purchase, they forego the balance. If the customer chooses a reselection that is higher in cost than their original net retail purchase, they must pay the difference. The customer should be advised that the exchange fulfills the warranty on the piece being exchanged. The customer may purchase a new warranty on the new piece of furniture. Any furniture bought in the original purchase and not being exchanged continues to be covered by the original warranty.
The old furniture being exchanged is to be taken from the customer's home at delivery, unless alternate instructions are given by Guardian Products, Inc. at the time this authorization is issued. The exchanged piece(s) become the property of Guardian and, as Guardian’s agent you may salvage, donate or otherwise disposition the piece(s) at your discretion. Donations must be documented with a donation receipt in the name of Guardian Products, Inc. and the receipt must be returned to Guardian Products Inc.
Please Fax the following information to Guardian at (800) 668-5754.
The above item(s) were reselected on ______. Items had to be ordered: Yes/No.
Anticipated arrival date (if applicable) ______.
Retailer contact person: ______
Retailer contact phone number: ______
Retailer contact email: ______