Factory Repair
WaxMelters provides factory evaluation and repair for eligible WaxMelters components and equipment.
Factory repair is generally used when troubleshooting determines that the affected component should
not be repaired in the field or when further evaluation is required.
Troubleshooting Is Required Before Factory Evaluation
Before M&FE authorizes warranty service, replacement components or factory evaluation,
the customer must complete the applicable Guided Troubleshooting & Warranty Service Request
or other troubleshooting procedure specified by M&FE.
No completed process = no warranty authorization.
This process identifies the equipment, documents the reported condition and determines whether
the appropriate next step is a replacement component, qualified local service, remote technical
assistance or factory repair.
Factory Repair Process
- Complete the applicable troubleshooting process.
- Provide all equipment identification, photographs, video and diagnostic information requested.
- Wait for M&FE to identify what component or equipment should be returned.
- Obtain an Evaluation Authorization before shipment.
- Empty, drain and clean the equipment or component as instructed.
- Package or crate the item to prevent transportation damage.
- Ship only after receiving M&FE return instructions.
- M&FE evaluates the equipment and determines warranty or non-warranty status.
Do not ship equipment without authorization.
Equipment or components sent to M&FE without the required troubleshooting and Evaluation Authorization
may be refused or subject to evaluation, handling, cleaning and return-shipping charges.
Shipping & Transportation
Unless expressly authorized otherwise in writing, the customer is responsible for removing,
cleaning, packaging and shipping equipment to M&FE.
Complete tanks and larger equipment may require crating, rigging or freight transportation.
Those costs are not included as standard warranty service.
Warranty vs. Non-Warranty Repair
Factory evaluation does not automatically establish warranty coverage. M&FE determines
coverage after reviewing the warranty applicable to the equipment, troubleshooting documentation
and evaluation findings.
If the repair is not covered, applicable evaluation, cleaning, parts, labor, packaging and
transportation charges may apply. M&FE may require customer authorization before proceeding
with non-warranty repair work.
