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DEFECTIVE UNITS / PARTS / ACCESSORIES-REPAIR OR REPLACEMENT
Out of thousands of units sold every year, there may be an occasional instance your product does not operate
properly. Reasons of but are not limited to:
manufacturing, installation, operation, maintenance and
knowledge of operator
.
The defects might be found before/ during installation or in the operation of the unit. Defects can be in the form
of blown fuse(s), defective control board(s), damaged remote control, loose or missing screws, etc. These
defective parts can be replaced easily.
Some functions of our units are different from what are typical in traditional split type air conditioning and heat
pump systems and similar systems made by other manufacturers. These are not defects. Take some time to
learn the functions of your unit. We will be happy to assist you with any questions you may have concerning the
functions of your new unit.
1.
Part repair or replacement after trouble-shooting:
This is the most common and generally the easiest and
most economical way for all the needed parts since the problem and all part needs can be accurately and
completely identified.
* Your technician calls our technical support line, from your job site, after checking your units and getting all the information
ready.
* Our technical support will go through several steps, over the phone or through email, with your technician, in order to help
identify and resolve the problems. Normally wiring correction, piping correction, part repair/ replacement will resolve the
problems.
Equipment failure does not automatically denote a product defect from the factory assembly line. The defects can
be caused, during production, transportation, installation, operation, maintenance, or service. Defects may NOT
be the responsibility of the manufacturer. Nobody willfully or intentionally produces a defective product. No
determination shall be made until the technical issue(s) or the causes of the defect(s) are identified.
If a defect is found, whether at the original installation, or during normal operation, we will gladly help you in the
following steps in sequence from 1 to 3:
CUSTOMER AND TECHNICIAN MUST READ
* Your technician will then need to verify and confirm the problem(s) before YMGI can ship out the replacement part(s).
Inaccurate or incomplete troubleshooting or part replacement will delay the repair. YMGI technical support will only speak
with a licensed/certified technician in regards to the repair of your unit. In our experience this saves time and money for
all parties involved.
Your technician is the only person to perform any physical checking, trouble-shooting and replacing of any
defective part(s) for your units. Our factory technical support is just a help.
YMGI provides no labor warranty
on the products.
2. Unit/part repair at our workshop(s):
Due to the limitations of our technical support not being at your job site,
or your technician's limited experience with our product, the problem may not be resolved as quickly as would
be desired.
If the problem is still not resolved after attempts between your technician and our technical support,
you can elect to have the unit repaired at our facility. If this step is chosen:
1) YMGI will send to you the
Customer Request to Ship Products to YMGI Service Center for Inspection and Repair,
and Authorization to Charge
form.
2) You will review the form and fill all fields appropriately, sign and send back to the YMGI Group.
3) Once the form has been completed and sent back to YMGI, remove the units and ship back to YMGI.
Please make a note describing the problem and communication history, if possible. Our technicians will check the
units and find the problem(s), repair the issue(s), and ship the unit back to you following the conditions set forth in
the signed repair agreement. All unit removal and re-installation is done at your cost
and must be done by a
currently valid licensed HVAC technician.
3. Unit replacement:
Only applies to those defects reported within 30 days of original purchase date
and if all
necessary warranty paperwork had been received and approved. This option applies only if the above steps
cannot resolve the problem(s). Either indoor or outdoor unit replacement is available, based on the actual need,
at YMGI's determination.
This option shall be the last resort
, due to refrigerant and wiring considerations. All
unit removal, re-installation and shipping cost are the responsibility of the customer.
YMGI maintains the final
authority as to unit replacement. Replacement will be made with the same model only. Alternate units will be
treated as a new order.
Returning Replaced Defective Units/Parts/Accessories After Unit Repair: (
Only applies to steps 1&3 above)
1) Repack the replaced unit/ part /accessory in the box which contained the replacement part.
2) Parts can be boxed for UPS, FedEx or equivalent ground service. Units shall be secured onto the skid on which the
replacement was shipped after placing into the
package from the replacement
product.
3) Ship
all
replaced products, to YMGI-designated location. You will be charged if YMGI does not receive the replaced parts.
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Standard factory warranty does not cover the cost of materials and labor that are incurred at your site.
There will be no cost for the replacement unit, if YMGI determines the defect is manufacturer related.
Replacement will be made with the same model,
only. Alternate units will be treated as a new order.
CUSTOMER SERVICE / TECHNICAL SUPPORT FROM YMGI GROUP
For questions or help with your unit, contact the original installer or service provider.
YMGI Group does not install nor physically service your unit. Your installer or service provider must check the
unit prior to contacting YMGI Group from your jobsite, in order to be helped in an efficient and timely manner.
* Factory customer service at [email protected] Tel: 1-866-833-3138x704
* Factory technical support at [email protected] Tel: 866-833-3138x703
* Fax: 1-866-377-3355
An
"YMGI Group Customer Service/Technical Support Daily Log Sheet"
will be filed in writing at our office,
for effective communication between you and YMGI Group customer service, your technician and YMGI Group
technical support. Before contacting the YMGI Group locate the IP# written at the top of your warranty registration
form. Use this IP# whenever you contact the YMGI Group.
DISTRIBUTOR AND MANUFACTURER POLICIES
* All questions concerning sales or money will be directed to the sales distributor from which you purchased the
units.
* Read and follow all policies set forth from the distributor from which you purchased your unit.
* Upon purchase and installation of the unit(s), you agree to be bounded by all policies published by both
distributors and YMGI.
* YMGI Group has the final authority and supersedes other related parties (distributors, etc.) concerning all
policies regarding YMGI products.
CUSTOMER AND TECHNICIAN MUST READ
1) The YMGI
Limited Product Warranty Policy
, details the eligibilities, coverage's and other explanations of the
warranty terms between YMGI group and the unit owner.
2) The YMGI
Limited Product Warranty Policy
and the
Warranty Registration Card/Form
are either included
inside the user's manual and/or installation instruction manual, or come separately in the unit packaging box/
envelope. If for any reason they are not included with your shipment, contact our sales or customer service to
request a copy (electronic or printed), prior to installation.
3) The checklist, in the
Warranty Registration Card/Form
, is for the currently licensed/ certified HVAC technician
to fill out completely, while
verifying all unit functions are operating correctly. This checklist is for the technician
to test and check all details of your unit, to verify and ensure its proper operation.
4) The technician must complete all fields in the
Warranty Registration Card/Form
, especially the unit model
and serial numbers and distributor information, and most importantly, the technician checklist.
5) Warranty Registration Card/Form
shall be mailed,
along with the original copy of the currently licensed
HVAC contractor's full installation invoice
, to YMGI Group, within 7-days after original installation, in order
for YMGI to review and process your warranty registration.
6) Keep a copy of
Warranty Registration Card/Form
for your own use in the future, to aid in any possible future
warranty claiming, any request of parts, customer service, and/or technical support.
7) YMGI reserves the right to approve or deny the warranty status based on the information reviewed.
YMGI DISCLAIMING-3 (RE: LIMITED PRODUCT WARRANTY)
Mailing address of the
Warranty Registration Card/Form:
Warranty Department, YMGI Group, POB 1559,
O'Fallon, MO 63366, USA.
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