warranty claim instructions
Contents
1. HOSHIZAKI TECHNICAL SUPPORT WARRANTY PROCESSING INSTRUCTIONS TABLE OF CONTENTS SECTION I HOSHIZAKI WARRANTY COVERAGE AND REGISTRATION WARRANTY COVERAGE EXPLANATION OF WARRANTY COVERAGE WARRANTY REGISTRATION WARRANTY LABOR EXPLANATION OVER THE COUNTER PARTS WARRANTY SECTION II WARRANTY LABOR CLAIM FORMS LABOR CLAIM FORM INSTRUCTIONS SECTION III WARRANTY CLAIM PROCESSING WARRANTY CLAIM PROCESSING GOAL REPLACEMENT PARTS OEM PARTS REFRIGERATION SYSTEM REPAIRS RETURNING DEFECTIVE PARTS CLAIM COPIES AND INQUIRIES CLAIM ADJUSTMENTS WARRANTY LABOR ALLOWANCE GUIDE 3 4 ENN DAMA nN HOSHIZAKI AMERICA INC 618 HIGHWAY 74 SOUTH PEACHTREE CITY GEORGIA 30269 Technical Support 800 233 1940 i WARRANTY COVERAGE Hoshizaki America Inc offers the following warranty coverage on equipment within the United States Canada Mexico Puerto Rico and the US Virgin Islands Selling distributor will be responsible for processing warranty in Mexico and the Virgin Islands The warranty begins on the date of installation if properly registered or on the ship sold date unless proof of installation date is provided For detailed warranty coverage information see the link below If the link does not work copy and paste the address to your browser window http www hoshizakiamerica com warranty asp EXPLANATION OF THE WARRANTY COVERAGE The Hoshizaki warranty covers 1 The repair or replacement inclu2. Board display board module Water Regulating Valve body replacement Defrost Heater replacement Other sealed system repairs leaks Discharge Thermostat Thermo disc i Notes Service times include recovery evacuation time Door Frame Heater Repair Add 5 hour to any KM 2400 refrigeration circuit repair Door Switch replacement Describe exact location for water or sealed system leaks Electronic Control Board timer board Evaporator Fan Motor WATER CIRCUIT COMPONENTS Flaker Timer control or flush timer Auger replacement Flaker FilterThermostat or Klixon Reach In Float Switch KM Float Switch F DCM Gear Motor Assembly Auger replacement DCM Bearing upper lower replacement Flaker Bearing upper lower replacement DCM Cube Guide replacement Light Assembly Reach In Distribution Tubes spray guides Float Switch KM Float Switch F DCM NSF cleaning valve switch Opti Serve dispensing control DCM Relay GM Protect Water Control Disp etc Ribbon comm cable Reach in SSB Shutter Assembly Solenoid DB DCM DM Solenoid Coil Any valve Hoses or Float switch boot Mech Seal replacement Flaker Mech Seal replacement DCM NSF Cleaning Valve Assembly Start Components Compressor Pumpout Check valve KM Switch Toggle Power Service Dispense Separators or Clips KM Water Pump Rebuild KM s Wa
3. in the Owner User Manual of the product e Parts that fail due to heavy scale or mineral buildup or trash and sediment in the water e Failures due to lack or normal routine preventative maintenance e Unauthorized modification or alteration of the system or components from the factory design WARRANTY REGISTRATION Proper registration must be completed within 30 days of the install startup date Registration of Hoshizaki machines is very important to you your customers and to us Proper registration will help to insure our customer of warranty service on their machine This information also helps us to determine the location of the machines for the purpose of future maintenance needs to help keep their machines running efficiently for many years Equipment registration can be done in one of two ways The first is through our website at www hoshizakiamerica com In the event that on line registration is not possible a registration card has also been provided as an optional method for equipment registration Be sure to complete the warranty registration with the installation date and add a stamp before mailing it If the unit is not registered properly on line or by using the registration card the most recent sell date available in our warranty records will be used for warranty determination WARRANTY LABOR EXPLANATION Hoshizaki warranty labor will be paid on repairs performed on a Hoshizaki machine 1 Within the warranty period determi
4. akiamerica com warranty asp Additional copies of the completed claim can be made as needed for your files Copies of the original should be clear and easily readable and faxable When the claim is complete the Service Agent should make a copy of the original all related paperwork for your reference A second copy of the original claim form should be made to submit along with the original form and all replacement parts including driers to your local distributor Inquiries If you have questions concerning the claim the claim number in the upper right corner of the form should be used for reference This is the reference number in the Hoshizaki warranty system and should be provided for all inquiries for this repair The routing for inquiries should be through the local distributor first to resolve any questions or disputes If questions remain the second step is through the Hoshizaki Warranty Department at 800 233 1940 ext 1747 or 1391 Be sure to have the claim number and pertinent information available for any inquiries CLAIM ADJUSTMENTS Once the claim is reviewed in Technical Support it will be approved or denied In some cases the claim is approved and adjusted due to time allowance rates late submittal or non allowable charges In this case an adjustment letter is provided and should accompany your payment to explain the adjustments WARRANTY LABOR ALLOWANCE GUIDE The guide on the following page is a basis for Diagnosis and R
5. ding labor charges of parts or assemblies that in Hoshizaki s opinion are defective due to a defect in material or workmanship during the period covered by the parts and labor warranty 2 The replacement excluding labor charges on specific components that in the opinion of Hoshizaki are defective due to a defect in material or workmanship during the period covered by the Parts Only warranty 3 Hoshizaki reserves the right to deny claims for parts and labor that in Hoshizaki s opinion that did not fail as a result of a defect in material or workmanship The labor rate shall include standard straight time labor charges at the product location and shall exclude charges for travel time mileage freight shipping or other premium charges unless prior authorization is received from Hoshizaki Technical Support Department Any labor service required to fulfill the warranty obligation must be performed by a refrigeration service company qualified and accepted by Hoshizaki and or the Hoshizaki Distributor The warranty does not include parts and labor coverage for component failure or other damage resulting from e External electrical power failure or mis wiring to the product for any reason External water supply failure or plumbing problems to the product for any reason External drain line failure External filter failure or plugged Damage as a result of storm flood fire or other Acts of God or adverse operation conditions as set forth
6. e quality and detail of the information provided by the service company is important in reducing any delay in processing There are times when a more thorough investigation is necessary and you may be asked for additional information Your quick response to request for additional information will assure a speedy payment for the claim REPLACEMENT PARTS Hoshizaki replacement parts are available through the local Hoshizaki distributor Finding the correct part number Parts manuals are accessible on the internet and can be reviewed or downloaded at no charge Visit www hoshizakiamerica com for full manual access CD s and hard copies of the Service and Parts manuals are also available at a nominal charge through the local distributor The local distributor can assist you in finding the correct part number and with part pricing or Hoshizaki Technical Support can assist you with difficult part numbers Model amp Serial Number In order to get the correct part number you must provide the full model and serial number of the unit Part numbers do change between production lots Most units have two unit nameplate labels which include the Model and Serial numbers and pertinent technical information You will find one on the top corner of the rear of the unit and one in the compressor compartment Make sure you have this information handy when calling for a service replacement part OEM PARTS Only OEM parts may be used in the repair of any Hoshizaki
7. epair Replacement Time Allowances in hours This guide should be used as a basis for all warranty claims If a repair is not listed contact Hoshizaki Technical Support for the allowable time for your repair For Multiple repairs on the same call to diagnose repair or replace more than 1 item per failure use highest allowance for single repair and add 5 1 hour for second item as needed You must justify any charges over the allowed labor times in the service preformed description Additional Time In some cases additional time may be needed for a repair and can be justified Additional time requires pre approval from the factory The service agent must call Hoshizaki Technical Support at 800 233 1940 prior to spending the additional time and acquire a Special Authorization Number WARRANTY LABOR ALLOWANCE GUIDE FOR ALL HOSHIZAKI PRODUCTS ELECTRICAL COMPONENTS Air water Remote REFRIGERATION COMPONENTS cont Air Water Remote Agitator or Dispensing Motor DB DCM DM Evaporator Flaker DCM Bin Control Thermostatic Headmaster CPR Valve Bin Control Proximity Switch Mech Assy High Pressure Switch Capacitor fan pump gear motor etc OS Ouick connector Compressor Contactor Receiver Tank replacement Solenoid Valve Body BP HG LL etc TXV or capillary Diagnose replace Compressor Cooling Fan Motor Compressor Crankcase Heater Condenser Fan Motor Water Regulating Valve replacement Control
8. equipment These parts must be obtained through your local distributor The only exception to this is the use of refrigeration system drier We will allow reasonable drier cost added to the normal miscellaneous charge when a stock drier is used however this cost should not exceed list price of the OEM drier REFRIGERATION SYSTEM REPAIRS 1 All refrigerant should be handled in accordance with all national and local laws Including recovery and disposal if applicable 2 Recovered refrigerant that is clean and free of contaminants should be re used unless the type of failure would prevent its use If additional charge is required or if the recovered refrigerant is questionable virgin refrigerant should be used 3 All defective refrigeration parts should be cut out of the circuit if feasible including drier 4 Any repair made to the refrigeration circuit must include the replacement of the drier 5 All defective compressors must be sealed to prevent oil leakage during transportation 6 Any Hot Gas Valve replacements must include strainer and drier replacement 7 In the event of a TXV failure on a multiple expansion valve unit all valves should be replaced 8 All gas leak repairs must include the replacement of a drier We would also like to have the actual leaking area cut from the unit and sent back with the claim if feasible All gas leak claims should also include a completed copy of the check list contained in SBO5 0003 includin
9. g pictures when feasible 9 Topping off the charge is not acceptable under the warranty process The correct refrigerant charge is critical to proper operation The system should be recovered and the proper charge weighed in according to the name plate rating 10 Any claims involving the replacement of damaged evaporators must include a copy of a freeze up check list See SB03 0003 or a definitive cause for the damage Claims without this form or information will be delayed or possibly denied 11 Smaller units do not have service access ports due to the small critical charge To access these smaller systems for system diagnosis install a bolt on tap valve Once the problem is found evacuate the system and sweat in a permanent access valve The reasonable cost of this valve can be added to the miscellaneous line 3 and should be explained in the Service preformed RETURNING DEFECTIVE PARTS All defective parts replaced under warranty must be returned to the distributor along with the completed warranty labor claim form original and copy You should not scrap the defective parts Care must be taken to protect the defective part from additional damage since Hoshizaki Quality Control will do a detail analysis to try and determine what caused the failure This provides us with information to help improve the quality of our products Follow these guidelines when returning defective parts 1 Do not cut a bin control capillary tube thermistor f
10. loat switch or motor leads to make them easy to remove These parts cannot be tested unless they are intact and could be denied a All electrical motors must have at least 4 inches of wire remaining to allow testing Please ensure that all identification labels remain on the wire leads 2 F DCM gear motors cannot be rebuilt in the field because internal parts are not available These parts should not be disassembled in the field and should be returned intact as a complete assembly 3 Any accessory parts such as start components provided with the replacement part must be returned along with the defective part 4 Returned compressors must be sealed to prevent oil leakage during transportation Failure to seal these compressors could result in the claim being denied 5 All returned parts must be listed on the claim form and tagged with a parts tag Parts tags are on the second page when the warranty claim is printed or labels can be printed from this link http www hoshizakiamerica com warranty asp Small parts should be returned in an envelope or zip bag with the tag attached to the outside to protect the part from loss or additional damage CLAIM COPIES AND INQUIRIES In the past warranty claim booklets were printed A large percentage of the claims were never used In effort to reduce paper waste Hoshizaki has gone to online claim forms To access the online claim forms please follow the instructions at this link http Awww hoshiz
11. model and serial number that the part was installed on Attach a copy of the original part purchase invoice Attach a copy of the replacement part purchase invoice Return the part claim form and invoices following the normal claim form procedure outlined in this document LABOR CLAIM FORM INSTRUCTIONS Note Claim forms are available for download on the web only Visit htto www hoshizakiamerica com warranty asp to download a claim form The following information and procedures are required on all warranty claim forms 1 All warranty claims must be submitted using a Hoshizaki Warranty Labor Claim Form The information requested on the form must be complete and legible in order to process the claim for payment All claims must be submitted to the local distributor within 30 days of the repair Penalties Claims received at Hoshizaki more than 90 days after the repair will be subject to a 25 labor penalty Claims received at Hoshizaki after 180 days will be denied Complete model and serial number if bin or remote condenser the ice machine model and serial number should be included along with any related information If your work order is available list the work order number below the claim form number and attach a copy to the claim Complete all sections of the labor claim form A B and C Reported complaint We must know what the customer s exact complaint is Service Performed Please be as descriptive a
12. ned by registration of the unit or by use of a ship date to the distributor if the unit has not been formally registered 2 Having a component with a defect in material or workmanship within the warranty period 3 Under special authorization number issued by a Technical Advisor or Manager in our Technical Support Department to cover some unusual circumstance that has been previously approved prior to the work being done Warranty payment will not be delayed if all required information is provided on the labor claim form NOTE Claims will not be accepted without a completed Hoshizaki Warranty Labor Claim Form Completed Warranty Labor Claim Forms should be returned with all failed parts to your local Hoshizaki distributor within 30 days of the repair OVER THE COUNTER PARTS WARRANTY This warranty applies to parts sold for out of warranty units Warranty for Over the counter parts is limited to the replacement of the part only and does not apply to labor or additional freight charges 1 All parts have a 90 day Over the counter warranty except those listed below 2 Compressors Flaker auger and Gear motors Evaporators and Air cooled Condenser coil These parts carry a 1 year Over the counter warranty To process claims for this type of warranty refer to the following procedure 1 PON Complete a warranty Labor Claim form In the body of this claim write Over the counter warranty Include the unit
13. ntracted rate Non HCSR labor rates will not be higher than the average HCSR rate in that area Call for current allowable rates for your area 12 Recovery Charges Hoshizaki allows a 10 misc fee and a 15 recovery fee for any sealed system repair This is not an automatic payment and must be listed on the claim form The misc charge may exceed 10 if a non OEM drier or bolt on tap valve for units without refrigeration system access is used These additional items must be explained in the Service Preformed 13 Replacement Parts Any part that was replaced during the repair must be listed on the claim form and have a parts sticker attached The list must be legible and complete to receive credit 14 Signature All warranty claims must include customer and service technician signature either on the claim or on an attached work order Claims without signatures will be returned 15 Check list Some repairs require a completed checklist to accompany the claim 16 Copies The service agent must submit the original claim form a copy of the original your work order if available checklist and or parts invoice if required WARRANTY CLAIM PROCESSING GOAL Although warranty processing can sometimes seem cumbersome the information gathered is important to insure the continual improvement of our product as well as overall customer satisfaction Hoshizaki s goal is to provide accurate and timely processing of all warranty claims However th
14. s possible The more information provided the easier it is to process Bad or defective will not be accepted Leaks All gas leaks repairs must include the replacement of a drier We would also like to have the actual leaking area cut from the unit and sent back with the claim if feasible All gas leak claims should also include a completed copy of the check list contained in SB05 0003 Please provide a picture or at least a descriptive explanation of the exact leak location This information will assist our manufacturing personnel in making continual quality improvements 9 Special Authorization In the event that additional time is needed for a repair or there are charges that are not covered by the manufactures warranty a special Authorization number is required You must contact Hoshizaki Technical Support and receive this authorization prior to submitting your claim It must be entered on the claim form in the space provided 10 Labor Time When calculating your total charges be sure to follow the time allowance chart provided in SB04 0005 or the chart on page 11 of these instructions Charges in excess of the allowable hourly rate must be explained in complete detail on the labor claim form Additional time allowed for these repairs will be the decision of the Hoshizaki Technical Support and are not guaranteed Any adjustments to the claim will be explained and justified 11 Labor Rates HCSRs should submit all claims at their current co
15. ter Pump Assy Replacement AM KM KML Water Reservoir Flaker Water Reservoir DCM Water Valve Replacement Cuber Flaker Thermistor Cuber Thermistor Reach In box or defrost Transformer control Transformer neutral step down Water Valves DCM Inlet drain flush circ disp Wire Connector terminal power cord Other Electrical Water Valve Diaphragm Any Other Water Related repairs leaks Air REFRIGERATION COMPONENTS Water Remote STRUCTURAL amp OTHER COMPONENTS Access Valve Schrader core Air Distributor duct Reach In Bypass Capillary Tube Air filter or louver Any Check Valve for Hot Gas Casters legs Any Compressor Diagnose and replace Door Gaskets Reach In Condenser coil replacement Door Bin AM IM Drier strainer Schrader access replacement Door hinge replacement Reach In Drain Pan condensate coil Reach In Fan Blade loose or replacement EPR valve replacement Glass HNC KD Evaporator AM IM HNC KD 3 Insulation covers Evaporator Coil Replacement Reach In Lock and key Evaporator KM Modular Panel replacement Evaporator KM Stack bottom stacked 1 Shelving mount pilasters HOSHIZAKI AMERICA INC 618 HIGHWAY 74 SOUTH PEACHTREE CITY GEORGIA 30269 Technical Support 800 233 1940
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