Exclusions

Exclusions

Once a customer's unit/equipment has been approved for replacement or a claim credit has been accepted in lieu of the approved repair/replacement, it will be excluded from warranty coverage for a year.

Exclusions must be documented in the Service Job Comments as there is no systematic indication of excluded items in ServiceBench.

Exclusion Note Template

Service Job Comment - Private

<Item> is excluded for one year from <Date>.

When to Exclude

  1. As soon as the decision is made to replace or offer a replacement claim credit.
  2. When informed by the customer that they have accepted a claim credit on an approved repair.
  3. When a Service Professional advises the customer has entered a replacement agreement with them instead of agreeing to the repair.
  4. When informed by the customer that they have replaced the item on their own.

What to Exclude

  1. Appliances:
    1. Any appliance being replaced.
    2. Any appliance offers where the customer chooses to take a claim credit instead of repair/replacement.
  2. HVAC
    1. Any piece of HVAC equipment that is being replaced (furnaces, boilers, condensing units, air handlers, evaporator coils, package units, wall units, etc.).
    2. Any component or part that carries extended warranty coverage (compressors, evaporator/condenser coils, boiler circulator pumps, boiler system radiators, etc.).
    3. Any HVAC offers where the customer chooses to take a claim credit instead of repair/replacement.
  3. Plumbing
    1. Any Water Heaters being replaced including domestic coils in boilers.
    2. Any piece of plumbing equipment that is being replaced (toilets, faucets, garbage disposals, hot water circulator pumps, etc.).
    3. Any plumbing offers where the customer chooses to take a claim credit instead of repair/replacement.
  4. Electrical
    1. Any piece of electrical equipment being replaced (main and sub panels, ceiling fans, garage door openers, etc.).
    2. Any electrical offers where the customer chooses to take a claim credit instead of repair/replacement.

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