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Dealer/Service Manager's Guide to Completing a Warranty Claim
Warranty Registration
3 C's of a Repair
Warranty Repair Procedure
Warranty Parts
Warranty Labor Rate
Flat Rate Allowance
Travel Allowance
Shipping Expenses
Control Numbers
Submittal Time Period
Definition of Standby Power
Definition of Prime Power
Completing the Claim Form
Generac flat rate manual
Required parts list
Warranty Failure Codes

Generac technical service dept/parts/warranty 1-262-544-4811 x 2345
warranty forms: Tammy 1-262-544-4811 x 4180
warranty control numbers: Eric Skadahl for authorizations 1-262-544-4811 ext 507 (or x4666)
Nick Dubish ext 4389, John ext 4500, or next available tech at ext 4351
Standby warranty administrators Doug ext 795 or Bob ext 797

Dealer's / Service Manager's Guide to Completing a Warranty Claim

• Advise owner /warranty holder - Inform the appropriate person(s) that evaluating the cause of the failure does not mean that the failure is covered under warranty. All covered repairs must be registered with the Generac warranty administration.
• Owner / warranty holder's approval for evaluation - Obtain approval from the owner / warranty holder to inspect and/or teardown the unit to determine the cause and cost of repair. Save all components, including fuids and filters, in the event the warranty administrator requires an inspection. Inform the owner / warranty holder that the cost of teardown will not be paid if the failure of the component disassembled is not covered under the warranty.
• Cause, cure and cost - Assess the problem(s), cause and cure of the failure, and the cost of repairs.

Note: Any major component failure that has a verifiable complaint, i.e., internal knocking engine, internal knocking generator, etc., must be called in prior to the teardown. Any repair more then $1000, as well as any adjustments to the published flat rate, or any changes to the policies or proceedures, must be called in prior to any teardown or repair.

• Register the repair with the warranty administrator - Call the warranty administrator's service managers' support representative at (800) 526-2871.
• The support representitive will verify the coverage and:
  1. Register claim - the warranty administrator will register the claim by issuing a control number. Record this number on the warranty repair report. The registered claim amount is the maximum that will be paid. Any additional amounts must be registared with the warranty administrator prior to submitting the claim for any payment. . .OR
  2. Request additional evaluation - Request further evaluation, teardown, or outside inspection.
     • Inspection - the warranty administrator reserves the right to require an inspection of the unit prior to any other repair being accomplished. Diagnostic proceedures not associated with the teardown are not covered.
     • Teardown - If a teardown is necessary in order to determine the cause of failure, the warranty holder must approve / authorize the teardown. Please advise the warranty holder that if the component disassembled is not coverd, then the warranty holder must pay for the teardown.
     • Listed below is the Inspection Teardown Policy
       • Save all components, including fluids and filters, that need to be inspected.
       • The support representitive will arrange for inspection.
       • If not visited within 48 hours, call the support representitive. . .OR
  3. Deny Claim - Deny the request and issue a reference number.

• Review repairs with owner / warranty holder - After the warranty administator has been contacted, review with the owner / warranty holder what will be covered by the warranty and what portions of the repairs, if any, will not be covered.
• Owner / warranty holder's approval for repairs - Obtain the owner / warranty holders approval to complete the repairs. All warranty repair reports must have the customer's signiture.
• Submit repair reports for payment - All repair reports and documentation must be submitted to the warranty administrator within thirty (30) days of completion of repairs.
• Repair report disputed claim settlement - The servicing dealer has thirty (30) days from the date of issue on the credit memo /check to dispute settlement. If undisputed, it will be considered full and final payment of the claim.

Warranty Registration

Portable Products and Engine Powered Tools: The customer should provide you with a copy of his/her proof-of-purchase indicating when the warranty went into effect.

Permanently-Mounted Standby, Prime Power or Rental/GT Generators: The selling dealer should send a Startup Registration Form to the factory indicating when the power product is put into service. Evidence of first lease or a registration form must be supplied for Rental/GT generators; Warranty of this product will begin NO LATER than 6 months after sale from the factory.

RV and Marine Generators: A warranty registration card supplied with each generator is to be completed by the owner and sent to the factory upon purchase.

If you are unsure whether or not a unit is still under warranty, call the Generac Warranty Department at 1-262-544-4811 ext 2345.

The Three C's of a Repair

Customer Complaint: What is the customer's complaint about the unit in question.

Cause of Failure: What was the cause of the failure, be as specific as possible, do not use part defective, part failure, what caused the failure, a short, a leak, an open, a missing or wrong part, etc.

Correction of Complaint: What steps had to be taken to correct the complaint. Be as specific as possible; for example, diagnose no start condition, tested wiring at the PCB found no voltage at lead xyz., traced and found wire crimp disconnected at the lead, recrimp and test o.k. at this time.

Note: Call for a control number from the service technicians for anything that may be out of the ordinary, such as time or travel limitations, or unusual time to repair a unit if the repair exceeds $ 1000. If there is no control number on the warranty claim it will be paid out at the flat rate in the service manual or rejected for payment.

Warranty Repair Procedure

• Ask for a copy of the customer's proof-of-purchase (to be attached to the warranty claim of portable product) or the registration form on Standby, Prime Power, RV and marine generators.
• Verify that it is a warrantable repair: (a) Is it within the warranty period? (b) Is the failure due to a manufacturing defect?
• Open a workorder
• Get a control number if required. Put this info in the workorder header
• We have time limits--30 days to complete the paperwork. Make sure we have all the information to completely fill out the Warranty Repair Report.
• If you have any questions, call the Warranty Department at 262-544-4811, fax 262-544-0179.
• Warranty reports must be complete so that Generac can properly evaluate the claim and honor the warranty. Incomplete reports will be returned unprocessed. Missing information must be supplied within 10 working days.

Repair costs exceeding one thousand dollars ($1000) or one half (1/2) of the cost of the complete unit must be authorized by the Generac Warranty Department prior to performance of the repair. The authorization will be in the form of a Control Number.

Batteries, fuses, bulbs, normal adjustments, and preventative maintenance will not be covered by warranty unless there is some obvious defect in material or workmanship which would require this type of service.

Warranty Parts

Generac will pay you a 15% commission for defective parts replaced under warranty. This commission is based on 15% of your Dealer net cost for the parts.

Doug DeJong says to keep failed parts here with copy of warranty claim. He will pick up and take them back to the USA. He will ship them to Generac and send us copies of the shipping documents.
Old way (from Generac manual): All (defective) parts with a list price over one hundred dollars ($100) must be returned to Generac with the original copy of the warranty report as a packing slip. Those parts less then one hundred dollars list are to be retained by the service dealer until payment is received. A warranty claim will not be processed until all required warranty parts have been returned. Shipping address: Generac Corporation, Highway 58 and Hillside Road, Waukesha, WI, USA 53187-0008 tel 262-544-4811 tax ID#39-0963276.

Parts that are returned as defective are subject to inspection and testing.

Any parts which, upon inspection and testing, prove to have no defects, or show evidence of abuse or tampering, will not be accepted for warranty claim reimbursement. Such parts will be returned freight-collected to the warranty Service Station, and the cost of the part and associated labor will be deducted from the applicable warranty claim.

Warranty Labor Rate

Warranty payments will be paid at full posted shop labor rate (not to surpass Manufacturer's limits) for warranty labor in accordance with the then current flat rate manual. This rate is predicated upon Service Dealer's adherence to the Service Dealer Agreement, and any failure to comply with its requirements shall be proper cause to adjust such rate.

Flat Rate Allowance

Warranty payments for repairs will be made within the time allowances of the Flat Rate Manual. Repair time exceeding the flat rate allowance will not be honored unless the additional time is authorized prior to submittal of the claim by issuance of a Control Number. Educational time will not be allowed.

Travel Allowance

Travel allowance is limited to 300 miles and 7.5 hours for each repair. If these maximums are to be exceeded, authorization must be granted by Generac Power Systems PRIOR to service. (Phone them! 262-544-4811 ext 2345) This applies only to permanently wired and mounted Standby or Prime Power Systems and to Trailerized product as dictated by the individual warranties. Travel is limited to Year One of the Basic five Year and Years One and Two of the Extended five Year Warranties. Travel hours will be paid at the rate established for that product.

Travel time is paid at US$39/hour, mileage at US$.35/mile.

Travel back to the shop to obtain a part listed on the Required Warranty Spare Parts List will not be covered.

Travel Allowance is limited to travel from nearest authorized services facility or branch thereof.

For PTO units, maximum 7.5 hours travel, no mileage allowance. For RV & GN engines, no travel.

Shipping Expenses

Normal shipping expenses to and from the factory are covered under warranty. They should be reported under the "Freight" and "Duty" (if Applicable) sections of the Warranty Repair Report. Overnight or express shipments will not be covered under warranty.

Control Numbers

Authorization for unusual repairs, policy adjustments, and repairs exceeding $1,000 will be in the form of a Control Number. Any exceptions to Generac Warranty Policies must be authorized by the Generac Warranty Department PRIOR to the repair work. This control number must appear under the "Details of Problem and Correction" section of the Generac Warranty Report. Control Numbers are issued by a Generac Service Tech. Phone number for Parts, Service & Warranty 262-544-4811 ext 2345

Submittal Time Period

A Warranty Repair Report and all defective parts over one hundred dollars ($100) List must be received at Generac within thirty days of the date that the warranty work is performed.

Reports received at Generac from thirty (30) to sixty (60) days after completion of repairs will be reduced by the application of a 15% filing charge.

Reports received after sixty (60) days following completion of the repairs will not be honored.

Definition of "Standby Power"

" Standby Power" applies to generators used only when commercial power has failed. Not be used for load management or backup power to enable the user to qualify for interruptible electrical rates. A standby generator is used in only one location. The "Standby" generator which backs up a similar on site, "Prime Power" unit is not considered a standby for warranty purposes. The load factor (overall average) should not exceed 60% of rating. Intermittent peaks should not exceed 80% of rating with the full rating used only during emergencies. A unit used for demonstration is considered "delivered" when it has accumulated two hundred hours.

Definition of "Prime Power"

The Prime Power genset rating is the power available under normal varying electrical load factors for a number of hours per year in commercial applications. This rating incorporates a 10% overload capability. Average load over a 24 hour period shall not exceed 67% of the prime rating, of which no more that two hours are between 100-110% of the prime rating.

Completing the Claim Form

Warranty Failure Codes

Prcedure for finding correct failure codes: A + B + C = the failure code. For example, a unit has a fuel leak:

• A=D (fuel system) This is the primary failure code for the system that has failed.
• B=93 (fuel pump) This is the secondry failure code for the itam that has failed.
• C=06 (leak) This is the reason for failure (what was wrong with the part).

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