Any portion covered under the Manufacturer Warranty supersedes all Cinch Warranty Products and will not be covered per the terms and conditions.

DO NOT reassign a job that is covered under Manufacturer Warranty.

PUP is NOT eligible to be used for a denied job.

1. If the customer is not the original purchaser of the unit or if the unit was not registered with the manufacturer, the Manufacturer Warranty could be void.
   
2. There is no reason for the customer to contact the manufacturer of the equipment to secure repairs prior to contacting Cinch.
   
3. If the customer has already replaced the equipment, it would be excluded from the warranty. The customer will be responsible for any repairs and will need to contact the manufacturer for service.
   
4. The Service Professional assigned to the Manufacturer Warranty Service Job may require certification from the Manufacturer to work on the item and request payment.
   
5. When processing a Potential Recall on replaced equipment under manufacturer's warranty, attempt to assign the job to the Service Professional that completed the installation.
   
1. If the Service Professional installed the equipment, they should be able to provide a diagnosis and reach out to the manufacturer for assistance if needed.
   

Builder Warranty: A builder warranty comes with new home construction or a remodel. It covers items that are typically a permanent part of the home (i.e., concrete floors, plumbing, electrical work). Most newly built homes come with a builder warranty.

Process

1. Gather all diagnostic information and enter the Service Report.
   
2. Place technician on hold.
   
3. Verify age of unit.
   
1. For Appliances: 
   
1. Utilize Appliance 411 (http://www.appliance411.com/service/date-code.php) 
   
2. For HVAC/Plumbing:
   
1. Utilize Building Intelligence Center (https://www.building-center.org/)
   
4. Verify Warranty.
1. Utilize the Manufacturer's website for Warranty Lookup or to pull up the Owner's Manual to see the warranty offered with purchase of unit.
   
5. If the unit is covered under warranty, determine who will facilitate the Warranty Exchange:
   
1. Service Professional will facilitate:
   
1. Ask technician to provide their Warranty Exchange Fee
   
1. We typically pay between $75-$150 for the Warranty Exchange Fee. We will also pay the provider their service fee and labor.
   
2. Capture labor, diagnostic charges, and any non-covered charges that may apply.
   
3. Reference the Decision Desk process for the denial
   
1. If there are no other failures, it is a full denial.
   
2. If additional failures found are not covered under the Manufacturer Warranty but are covered under the Cinch Warranty, it is a partial denial.
   
4. If the customer does not agree to pay the NCCs then the customer can take the claim credit for the Manufacturer Warranty labor portion.
   
5. If there are additional failures that are covered by the agreement, along with a failure covered by the Manufacturer Warranty, a claim credit is offered for the cost of the repair covered by the Cinch Warranty.
   
6. If the SP is advising the unit will be prorated or they are not able to facilitate the Warranty Exchange, then proceed to the next step and have the customer contact the manufacturer.
   Verbiage to relay denial to customer:
   "Our service professional is working with the manufacturer on your behalf to facilitate your claim, which is not covered under the manufacturers warranty. If the service professional cannot obtain approval from the manufacturer to complete the repair, you must contact the manufacturer directly for further assistance."
2. Customer will facilitate:
   
1. Reference the Decision Desk process for the denial.
   
1. If there are no other failures, it is a full denial.
   
2. If additional failures found are not covered under the Manufacturer Warranty but are covered under the Cinch Warranty, it is a partial denial.
   
2. Customers can be instructed to submit an invoice for consideration of possible reimbursement for any portion that may be covered under their Cinch Warranty.
   Verbiage to relay denial to customer:
   "Please contact the manufacturer for further assistance."
   
6. If the unit is not under warranty, proceed as usual.