optional extended warranties · two typical homeowner repair scenarios illustrate how selling...

Dealer Program Guide

Optional Extended Warranties

Four (4) labor rate options. See page 11.

Choose your labor rate based on your reimbursement needs. Rates are even adjusted for inflation

and market factors. Talk to your distributor to find out more.

Two (2) coverage start date options for labor rate plans. See page 11.

Choose the traditional 366th-day start, or offer even more protection with a new start date of 31 days

after the sale.

Simple, more flexible coverage options. See page 12.

Multiple contract possibilities – including Parts Only, Labor Only, and Parts & Labor – that are easy to

explain to the homeowner.

Clearly defined coverage. See page 13.

New guidelines make it clear what’s covered and what’s not, and clarify claim submission policies,

which will be more strictly enforced.

Better management and sales tools. See page 22.

Regular reporting, improved sales tools and a new metric called the Assessment Score will help you

manage your optional warranty business more effectively.

Why Offer Optional Extended Warranties

From Carrier?

3

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What’s so great about it? Well, it gives you more options for one. But it also keeps

things simple. These warranty products are easy for you and your customers to

understand, and – you might like this best of all – life is easier for you on the

administrative end.

This program guide has all the information and forms you need to sell and manage

Carrier’s optional warranties, build long-lasting customer relationships and expand

your profit margins.

You’ll also find details on some important changes in procedures and requirements –

as well as some new tools to help you evaluate and manage your warranty business.

Most of all, in these pages you’ll find a new standard in security for your customers –

and new profit-making opportunities for your business.

Introducing an easier path to higher profits.

Now it’s even easier to offer your customers

complete peace of mind and improve your bottom

line at the same time – with the Carrier Optional

Warranty Program.

If you have anyquestions about thisguide or aboutCarrier’s optionalwarranty products,eligibility or pricing,please contact yourdistributor or contractadministration.

Carrier CorporationContract AdministrationTR-18SP.O. Box 4808Syracuse, NY 13221

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Carrier Optional Warranties

Program Guide

Contents

1. Optional Warranties and Your Business

pg 6 • Developing Your Business Advantage

pg 7 • Calculating the Financial Benefits

pg 8 • Improving Your Cash Flow

pg 9 • Evaluating Your Business Needs

2. Warranty Plans

pg 10 • General Contract Guidelines

pg 10 • Contract Offerings

pg 11 • Labor Rate Plans

pg 11 • Program Allowances

3. Program Policies

pg 12 • General Guidelines

pg 13 • What’s Covered, What’s Not

4. Participating in the Program

pg 14 • Dealer Registration

pg 15 • Creating and Registering Contracts

pg 16 • Contract Registration Guidelines

pg 17 • Filing a Claim

pg 19 • Claim Guidelines

pg 21 • Transferring Contracts

5. Program Evaluation Tools

pg 22 • Assessment Score

pg 23 • Reporting

6. Appendices

• Contract Administration Contact Information

• Appendix A – Eligible Equipment

• Appendix B – Allowable Labor Hours

• Appendix C – Recommended Parts Inventory

• Appendix D – Dealer Application and

Participation Agreement

• Appendix E – Parts Credit Claim Form

• Appendix F – Parts & Labor Claim Form

• Appendix G – Extended Warranty

Registration Form

• Appendix H – Dealer Transfer Form

• Appendix I – Homeowner Transfer Form

• Appendix J – Distributor Authorization Form

• Appendix K – Inspection Report

• Appendix L – Service Ticket

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Developing Your Business Advantage

Carrier’s full line of top-quality indoor comfort equipment already differentiates you from other

dealers. Now our new Optional Warranty Program can help you offer customers the extra

protection they’re looking for, and improve both your service and add-on/replacement business.

Offering one or more optional warranties as part of each sales call can increase the confidence

prospective customers have in the equipment – and open the door for additional sales down

the road. And because these warranties can almost completely remove the risk of future repair

costs for homeowners, you should find that customers are very interested in finding out more.

Plus, you’ll be the first dealership they call for service. Carrier prints your business name right

on the warranty contract, and you are the only contractor eligible to do the warranty work. So

you’ll enjoy a nice profit from the warranty sale and create the potential for revenue year-round

from future repair needs.

And because parts mark-up and all warranty repairs can be paid for by Carrier through a warranty

contract – including travel and diagnostic time – there’s almost no liability for your business. Your

customer is happy, you’re the hero, and Carrier strengthens its reputation as the Experts in home

comfort solutions. It’s a winning situation for everyone.

Carrier customers live busy, fast-paced lives. They don’t have time

to worry about their indoor comfort system failing … or where to call

for service. With Carrier’s Optional Warranty Program, you can take

care of these details for them, give them peace of mind, and build

long-term, profitable customer relationships for your business.

Carrier’s OptionalWarranties – Parts& Labor, PartsOnly and LaborOnly – caneliminate the riskof future repairs forhomeowners,giving them peaceof mind.

You can gain both warranty saleprofits now andpotential serviceprofits year-round.

1. Optional Warranties and Your Business

7

Repair #1: Three years after purchase

Your customer needs a replacement condenser coil for a

three-year-old 12.0 SEER 5-ton Puron®

refrigerant A/C unit.

Calculating the Financial Benefits

Two typical homeowner repair scenarios illustrate how selling

Carrier’s Optional Warranties can provide financial benefits to both

your customers and your business – both now and down the road.

Repair #2: Seven years after purchase

Your customer needs a replacement condenser coil for

a seven-year-old 12.0 SEER 5-ton Puron®

refrigerant A/C

unit (no longer covered under the Standard Warranty).

Bottom line:

Scenario A: The homeowner purchased a system seven

years ago and now must pay $1,141 for parts and labor to

replace a part no longer covered under the Standard

Warranty.

Scenario B: The homeowner pays nothing out of pocket

on this repair and the dealer earns an extra $100 in parts

mark-up. Again, both the homeowner and the dealer

benefit from the purchase of an Optional Warranty when

the system was sold.

Scenario A (no optional warranty)

The homeowner is covered only

under the Standard Warranty.

Travel: $45

Diagnostic: $45

Puron®

refrigerant: $72

Labor hours (4 hr): $360

Cost of part: $619

Parts mark-up -

Paid to Dealer: $1141

Cost to homeowner: $1141

Scenario B (optional warranty)

The homeowner purchased

a 2-10 yr Labor with 6-10 Parts

warranty with the system.

Travel: $45

Diagnostic: $45

Puron®

refrigerant: $72


Cost of part: $619

Parts mark-up: $100



Assumptions

Cost of part: $619

Labor rate: $90

Cost of Puron®

refrigerant: $9/lb

Scenario A (no optional warranty)

The homeowner is covered only

under the Standard Warranty.

Travel: $45

Diagnostic: $45

Puron®

refrigerant: $72


Cost of part*: -

Parts mark-up -



Scenario B (optional warranty)

The homeowner purchased

a 2-10 yr Labor with 6-10 Parts

warranty with the system.

Travel: $45

Diagnostic: $45

Puron®

refrigerant: $72


Cost of part*: -

Parts mark-up: $100



Assumptions

Cost of part: $619

Labor rate: $90

Cost of Puron®

refrigerant: $9/lb

*Covered under Standard Warranty

Bottom line:

Scenario A: The homeowner just purchased a system

three years ago but now has to pay $522 for labor costs

to replace a part covered under the Standard Warranty.

Scenario B: The homeowner pays nothing out of pocket

on this repair and the dealer earns an extra $100 in parts

mark-up. Both the homeowner and the dealer benefit

from the purchase of an Optional Warranty when the

system was sold.

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Gain a competitive advantage. As the HVAC business gets even more competitive,

optional warranties can help you offer something attractive to homeowners and unique in your

market. Consumers expect some level of protection when purchasing big ticket items, and

optional warranties are a great way to extend that to them with the sale or soon afterward.

Boost margins. With profit margins on equipment sales and service shrinking in some markets,

optional warranties give you one more way to increase your margin on each equipment sale.

Even out seasonal ups and downs. Unlike equipment sales that go up and down

with the season, optional warranties can be sold year-round – and give you steadier cash flow

through the lean months. Look inside for information on selling contracts after the equipment

installation.

Sell more maintenance agreements. Carrier’s Optional Warranties go hand-in-hand

with contracts for regular system cleaning and maintenance. The optional warranties become

void if the equipment is not properly maintained, so offering optional warranties and a

maintenance agreement along with an equipment sale is a natural fit – and can make you the

one-stop-shop for all your customers’ indoor comfort needs.

Improving Your Cash Flow

You may think that selling optional warranties isn’t worth the effort – that you’re good at selling

and servicing equipment, and you’d rather focus on that.

But selling optional warranties may be easier than you think – and the financial benefits speak

for themselves.

Consumerstypically pay 15-20% of thepurchase price for optionalwarranties onexpensive appliances.

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4 Want to boost profit margins

4 Interested in locking-in relationships

with customers

4 Want to offer years of protection to

customers at little to no liability to you

4 Would like to offer customers peace

of mind to accompany their new

investment

4 Interested in flexible coverage, labor,

and program benefits

4 Want to make repair bills less expensive

for your customers

Evaluating Your Business Needs

How do you know if Carrier’s Optional Warranty Program is right for

you? See how this checklist lines up with your business needs.

Did you know?

Homeowners and Optional Warranty Programs

• Homeowners are familiar with optional warranty contracts. Most appliance

and electronics stores offer them right at the checkout counter.

• 90% of dealers surveyed reported that optional warranty contracts

strengthened their relationships with homeowners.

• Over half of consumers surveyed reported feeling that extended

warranties provided peace of mind after the sale.

• Optional warranties offer security for homeowners. By paying for

protection up front, homeowners have a hedge against uncertainty and

costs associated with repairs.

• According to Consumer Reports, consumers typically pay between 15

and 20% of the total sale price for optional warranties when purchasing

high-priced appliances that require high-priced repairs.

• 65% of dealers surveyed reported selling an optional warranty with

3 out of every 4 equipment sales.

• Carrier’s Optional Labor Only and Parts & Labor Warranties are a good

way to generate repeat/AOR business for a dealer, because only the

dealer registered on the contract may service a warranty claim. If the

homeowner has already worked with you on more than one occasion,

you are most likely to get the first call about upgrading the system

when that contract runs out.

• Installation eligibility. These optional extended

warranty contracts are for eligible residential

equipment in owner-occupied installations only.

• Covered parts. Coverage under the Optional

Warranty Program is limited to the failed part

only. For complete coverage details, see Section 3,

Program Policies.

• Compressor coverage. All Labor warranties

purchased for split system air conditioners,

heat pumps or 0-ton to 5-ton packaged products

do not cover compressor parts; however,

these warranties do cover compressor labor.

Compressor parts coverage may be obtained

through the Compressor Parts Only contracts.

• Exclusive labor service. Only the dealer

registered on the Labor Only or Parts & Labor

optional warranty is eligible to repair the

equipment. Services rendered by any other

dealer/contractor will not be covered under

this warranty. Any change in the registered

dealer – which must be authorized in

advance in writing by your distributor – can

be initiated by Contract Administration.

• Dealer service warranty. The servicing dealer

must provide a 60-day warranty on repair labor.

• Inspection and maintenance. Parts & Labor

warranties do not cover inspection services or

routine preventative maintenance. Equipment

failure resulting from lack of maintenance will

not be covered by these warranties. Service

agreements should be offered to each

optional warranty customer to cover these

types of services.

• Limitations. Additional limitations and exclusions

may apply. Contact your distributor or Contract

Administration for complete details.

• Product eligibility. Contact your distributor for

eligible models and pricing.

1010

Flexibility. Simplicity. The two things you said you wanted in an optional

warranty program. Now you can have them both, with Carrier’s warranty

contract options. First, pick the type of contract you want to offer. Then,

pick the reimbursement labor rate you want to use. It’s all designed with

you in mind – so you can create the program that works best for your

customers and for your business.

Carrier dealers can pick from fourhourly rates to use for laborreimbursementunder optionalwarranties.

General Contract Guidelines

2. Warranty Plans

31st

Day Start

1-5 Year Labor*

1-10 Year Labor with

6-10 Year Parts

1-10 Year Labor – 1-5 Year Labor –

Compressor Compressor

366th

Day Start

2nd Year 2-10 Year Labor

Labor Only** with 6-10 Year Parts

2-5 Year Labor* 2-10 Year Labor –

Compressor

2-5 Year Parts Only – 2-5 Year Labor –

3 Phase Units Only Compressor

6th

Year Start

6-10 Year Parts Only

6-10 Year Parts –

Compressor

Generators

4-5 Year Parts 4-5 Year –

3-5 Year Labor Parts Only

3-5 Year – 3-5 Year –

Parts & Labor Parts Only

Contract Offerings

* Parts covered under Standard Warranty. Parts mark-up

paid under Optional Warranty.

** No parts mark-up or parts coverage.

31st

day coverage start 366th

day coverage start

Plan A - Plan B - Plan C - Plan D - Plan A - Plan B - Plan C - Plan D -

$75/hr $90/hr $110/hr $130/ hr $75/hr $90/hr $110/hr $130/ hr

2nd

Year Labor Only

1-5 Year Labor* 1-5 Year Labor – Compressor 2-5 Year Labor* 2-5 Year Labor – Compressor

1-10 Year Labor with 6-10 Year Parts 2-10 Year Labor with 6-10 Year Parts

1-10 Year Labor – Compressor 2-10 Year Labor – Compressor

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Labor Rate Plans

Not only is Carrier’s Optional Warranty Program simple, it

also offers dealers outstanding allowances and terms.

For example, dealers are no longer restricted to an assigned

labor rate. You can now choose from one of four labor

reimbursement rates (see table). Warranty plans will be

priced according to the reimbursement rate you select, so

it’s up to you to determine the type of plan that works best

for you. Contact your distributor for pricing.

Labor Rate

Reimbursement

Options

Plan A $75/hr

Plan B $90/hr

Plan C $110/hr

Plan D $130/hr

Program Allowances

• 70% mark-up on parts covered under Parts & Labor contracts up to a maximum of $100.

• 1/2 hour total drive-up time.

• 1/2 hour of diagnostic time (only for calls when a repair/replacement is made).

• Maximum allowable repair times and refrigerant costs as listed in Appendix B.

• Up to three accessories can be added to a system without additional cost. These accessories can be selected from

Infinity™ Air Purifier, Electronic Air Cleaner, Humidifier, UV light, or strip heater. To determine what qualifies as a

system, see Appendix A.

Optional Warranty Labor Rate Plans1,2

1Plan types and labor rates apply to new contracts that cover labor costs and are sold after February 1, 2007. All contracts sold prior to this

date will continue to be reimbursed at the previously established labor rate.

2Drive-up and diagnostic time will be calculated based on the labor rate attached to the given contract and plan type assigned to it. Please

contact your distributor for further details.

* Parts covered under Standard Warranty. Parts mark-up paid under Optional Warranty.

Coverage

start date

Labor plan

Coverage

types

available

Labor rates will be automaticallyadjusted forinflation at a rate of 5% every three years.

1212

General Guidelines

• Timing of sale. Parts & Labor or Labor Only coverage must be sold to the homeowner within 5

years of the start-up date of the covered equipment.

• Coverage period. The beginning and end dates of the coverage period for any optional extended

warranty contract are based on the start-up date, even if the warranty is purchased at a later time.

Example: If start-up date is 1/1/2007, then a 10 Year Parts & Labor contract starting on day 366 will

have coverage starting 1/1/2008 and ending 1/1/2017.

• Coverage begin date. Coverage for all new Labor contracts (Labor Only, Parts & Labor, Labor Only

– Compressor) begins either 31 or 366 days after the start-up date, depending on the option

chosen by the dealer. All claims prior to this date must be covered by the servicing dealer.

• Waiting period. These warranties cover parts and/or labor on eligible Carrier HVAC equipment

used in owner-occupied applications. In the event that a contract is sold after the equipment was

originally installed, there will be a 90-day waiting period after the contract purchase date for

coverage to become effective. This means that breakdowns that occur within these 90 days

cannot be claimed and must be covered by the dealer.

• Labor coverage. Labor Only contracts cover all costs associated with service hours. Included in

this coverage are drive-up, diagnostic, and labor time spent on a repair. No costs associated with

parts or service materials are covered under a Labor Only contract.

• Parts & Labor coverage. Parts & Labor contracts cover both parts cost and mark-up as well as all

labor costs associated with a service call. Included in labor costs are drive-up, diagnostic, and

labor time. Compressor parts and parts mark-up are not covered.

• Parts Only coverage. Parts Only warranty options are designed to cover specific parts and major

components of the HVAC system. While not covering any labor costs, these warranties do cover

parts cost. There is no allowance for parts mark-up under these contracts. These contracts offer

coverage in years 6 through 10, when the Standard Parts Only Warranty is no longer effective.

• Compressor coverage. Compressor-specific contracts give your customers added flexibility.

Combined with the five-year Standard Parts Only warranty, the plan provides your customers with

long-term protection against compressor breakdown.

Virtually all Carrier-branded equipment is eligible for coverage under

the Optional Warranty Program. (You’ll find a complete equipment

eligibility list in Appendix A.) Here is a summary of the coverage

policies you need to know.

Equipment start-update is defined as thedate the unit orsystem is placed,piped, wired andoperational withfinal wiring,thermostats andutility connections.

3. Program Policies

13

What’s Covered, What’s Not

What is Covered?

All plans:

• Nearly all Carrier-branded residential equipment is

eligible for coverage. See the equipment eligibility table

in Appendix A for a complete list of the equipment

covered. Contact your distributor for a listing of

eligible model numbers and applicable pricing.

• Non-Carrier-branded equipment will not be covered.

• To qualify as a system purchase, all equipment

(including accessories) must be Carrier-branded and

must be installed at the same time. An independent

coil may be used with an air conditioning/furnace

system; however, the coil will not be covered under

this warranty program.

Labor Only plans (2nd Year Labor Only, 1-10 Year Labor –

Compressor, 2-10 Year Labor – Compressor):

• Drive-up time (1/2 hour of labor)

• Diagnostic time (1/2 hour of labor)

• Labor hours associated with repair

Parts & Labor plans (1-5 P&L, 2-5 P&L, 1-10 P&L, 2-10 P&L):

• Drive-up time (1/2 hour of labor)

• Diagnostic time (1/2 hour of labor)

• Refrigerant cost ($9/lb for Puron®

refrigerant,

$6/lb for R-22)

• Labor hours associated with repair

• Parts mark-up of 70%, not to exceed $100

• Dealer cost of part if not covered by Standard Warranty

• Field service materials, not to exceed 5% of total

labor charges, for claims involving refrigerant handling

• $50 handling fee for compressors covered under

Standard Warranty

• Sales Tax

Parts plans:

• Dealer’s parts cost

What is Not Covered?

• Identical part failures or problems occurring within 60

days of repair

• Inspection services

• Diagnostic-only calls

• Routine seasonal maintenance – plugged filters,

nozzles, system adjustments, thermostat adjustments,

clean and checks

• Preventative maintenance – changing out a part

in anticipation of future failure

• Noise complaints not associated with any

component failure

• Leak repairs due to loose valves, fittings, or line sets

• Failure due to corrosive conditions (rust, etc.) or other

environmental factors

• Refrigerant-only calls – topping off the unit

• Failures resulting from lack of maintenance, including

but not limited to tightening valves, adjusting

thermostats, cleaning equipment, etc.

• Failure not caused by equipment or part breakdown

or malfunction

• DOA (Dead-On Arrival from the factory) claims

• Submitting multiple or duplicate claims for the same

service call

• Overtime charges or after-hour charges

• Damage due to misapplication, abuse, improper

installation, servicing, unauthorized alteration or

improper operation

• Cost of more than one technician at the repair/job site

• Failure associated with inadequate or interrupted

electrical service (blown fuses, open circuit breakers,

shorted wires, etc.)

• Failure/damage due to an act of nature (earthquake,

tornado, hurricane, flood, fire, etc.)

• Claims that are turned in later than 60 days after repair date

• Non-Carrier-branded equipment failures – coils, fan coils,

thermostats

• Incomplete or “Work in Progress” claims

• Tax on parts covered by Standard Warranty

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Dealer Registration

To qualify for the Optional Warranty Program, you must have your distributor’s approval. Follow the

three simple steps below.

1. Fill out the registration forms.

Complete the Dealer Application and Participation Agreement* (Appendix D).

2. Send the forms to your distributor.

Send the Dealer Application and Participation Agreement* (Appendix D) to your distributor for

processing. The distributor will review your application and determine if your company meets the

minimum requirements to participate in the Optional Warranty Program. The distributor will send

the Dealer Application and Participation Agreement to Carrier for final approval.

Participation Requirements**

• A financially sound business that demonstrates good customer relations and above-

average HVAC installation and service techniques.

• Participation in a distributor-supplied parts stocking program for Carrier-branded products.

• A service department that is organized to handle service contracts and actively participates

in distributor-offered service training programs on Carrier-branded products.

• Dealer-warranted coverage for the first 90 days following a warranty purchase after the original

equipment sale.

• Agreement to participate in reasonable audit procedures at the discretion of Carrier Corporation

to determine the validity of claims, and the agreement to allow Carrier Corporation to directly

solicit customer satisfaction comments, if required.

3. Get program materials from your distributor.

When you have successfully met the program requirements and Carrier Corporation has given

final approval, your distributor will provide you with complete information and any materials you

need to successfully sell optional warranties.

* All participating dealers are required to sign the Dealer Application and Participation Agreement.

** In addition to the requirements listed, the dealer must hold an Assessment Score no higher than 175. Dealers scoring higher

than this for a period of 6 consecutive months may, in the sole and absolute discretion of Carrier, become ineligible from

offering future Carrier optional warranty contracts. Assessment Scores are discussed in detail in Section 5.

Participating in the Carrier Optional Warranty Program is easy. You simply

need to register – which you can do by contacting your distributor and

completing the Dealer Application and Participation Agreement – and

then begin creating and selling contracts. Just follow the simple steps

outlined in this section.

For Parts & Laborand Labor Onlycontracts, only thedealer registered onthe warranty iseligible to repairthe equipment.Changes must beauthorized inadvance and inwriting by yourdistributor througha Dealer TransferForm (seeAppendix H).(Additionallimitations andexclusions may apply.)

4. Participating in the Program

15

Creating and Registering Contracts

After qualifying for participation in the Carrier Optional Warranty Program,

you may begin selling warranties to your customers. All equipment must be

registered with Contract Administration. When you install an eligible unit,

accessory, or system, register the equipment using either the online NOW

system (see below) or by submitting a paper registration form (see page 16).

Registering contracts online is fast and easy. Just follow the

steps below. (For a more detailed walkthrough, ask your

distributor for training materials covering the NOW system.)

1. Log on to hvacpartners.com and select the Warranty tab.

2. Select the Warranty – NOW link on the left side window. In

the list of options, select Register A Contract and click on

the link for Residential.3. Click on the Create a New Residential Contract link at the

top of the main window.

4. Select the button for Parts Only or Parts & Labor and enter

the purchase date of the contract in mm/dd/yyyy format.

For a shortcut, click on the calendar icon and click on the

correct purchase date. This will auto-fill the purchase date

field. Then click Next.5. The Dealer and Distributor numbers will appear

automatically based on the HVACpartner ID used to log in.

If more than one dealer or distributor number is associated

with that account, use the drop-down list to select the

appropriate numbers. If they do not appear automatically,

fill in the required fields. Choose the appropriate Plan Type

and Start for this contract from the drop-down lists.

6. Fill in the Homeowner Address Details. All items marked

with an asterisk are mandatory. If the homeowner’s

address and the equipment address are the same, check

the appropriate box. If not, fill in the Equipment AddressDetails. You will notice that a contract number has

automatically been generated in the upper right corner.

Click Next.7. Choose from System Components, Individual Components,

or System/Individual Components by selecting the

appropriate button.

8. Choose the appropriate HVAC component by selecting

the corresponding button and click Next.

9. Choose the ‘Coverage Type’ by selecting an option from

the drop-down list. Select the Plan Type you would like

from the drop-down menu. This option may not be

available for all dealers. Please contact your distributor for

more information.

On Step 9, your labor rate will appear automatically if youhave chosen to use a single rate for all contracts. If not, choosethe labor rate that you would like to apply to this contract.

10. Enter an Install Date in mm/dd/yyyy format. For a shortcut,

click on the calendar icon and click on the correct install

date. This will auto-fill the install date field.

If the system was installed more than a year before thecontract start date, you need to submit an Inspection Report.See Inspection Reports on page 16.

11. Enter the first four digits of the model number (Example:

58MV) and the complete serial number for each

component, and click Next.12. Fill in the amount the customer actually paid for the

contract, without dollar signs or commas (example:

1234.56) and click Next. This step is mandatory in the

following states: FL, HI, IL, NV, NJ, NY, SC, TX, and VA.

13. Review the Residential Contract Summary page to

ensure coverage type, install date, purchase date,

Dealer/Distributor numbers, homeowner and equipment

details, and system components are fully correct.

14. Check the certification box and click Finish. You may wish

to print the confirmation with the Contract Number for

your records.

After completing the registration process, let the homeownerknow that the warranty has been registered with CarrierCorporation. The Warranty Certificate will be directly mailedto the homeowner by Contract Administration.

Online Registration (NOW System)

1616

1. Before you fill out the form, make sure you have the following information:

• Dealer and distributor ID numbers (available from your distributor; required to process registration)

• Date of warranty purchase

• Equipment owner’s name, address, and phone number

• Complete model number(s), complete serial number(s) and start-up date of equipment

• Inspection Report if needed (see Inspection Reports at left)

• Type of coverage selected

• Plan type and labor rate associated with the contract (only applies to Parts & Labor and Labor

Only contracts)

• Dealer’s name, address and phone number

Note: List only one system per registration form

2. Complete the registration form, then separate the copies and distribute each one to the party

listed on the front of the copy.

When online or paper registration is complete, the equipment is registered and eligible for coverage underthe Optional Warranty Program. If the equipment covered under this plan needs repair and theappropriate time period has passed (30/365 days), you should provide the appropriate parts and/or laborto the customer at no cost and submit a claim to Contract Administration for reimbursement (see Filing

a Claim on page 17).

To register a warranty contract using a paper form, use the Extended Warranty Registration Form

(see Appendix G) and follow the steps below, making sure the information is complete, correct, and

clearly printed or typed.

Notifying thehomeowner

After completing the registrationprocess, let thehomeowner knowthat the warrantyhas been registeredwith CarrierCorporation. The WarrantyCertificate will bedirectly mailed tothe homeowner by ContractAdministration.

Paper Registration

Inspection reports

If the system you’reregistering forwarranty coverage(online or via print)was installed morethan one year ago,you’ll need to send/attach anInspection Report(see Appendix K)with the registrationform showing proofthat the system hashad periodicmaintenance, has been well-maintained, andremains operable.(Forms violatingthis requirementwill be returned tothe dealer.)

Contract Registration Guidelines

• All contracts must be registered with the Carrier Warranty Department within 60 days of sale of

contract. Failure to do so may void the contract and subsequent claims.

• Contracts registered later than 60 days after the sale and not determined to be void will be billed

based on the contract price prevalent at the time the contract is registered. Additionally, a $50

administrative and handling fee will be billed for such contracts.

• Warranties sold covering equipment installed more than one year earlier must include an Inspection

Report (Appendix K) to be eligible for coverage. The Inspection Report is proof of periodic

maintenance and operable condition of the equipment, and will be conducted at the homeowner’s

expense. Inspection reports are subject to audit to confirm equipment condition and eligibility.

Registration forms missing Inspection Reports, where applicable, will be returned to the dealer.

17

Filing a Claim

If an eligible product covered by one of the optional warranty plans needs

to be repaired, handle it like any other service call. The only difference is

that part (or all) of the bill will be paid by Carrier Corporation instead of

the customer. Submit claims online or by sending in a paper Claim Form

for Parts & Labor and Labor Only contracts, or a Parts Credit Claim Form

for Parts Only contracts.

For a more detailed explanation, ask your distributor for

training materials on the NOW system. See page 18 foradditional items that may be required to process your claim.1. Log on to hvacpartners.com and select the Warranty tab.

2. Select the Warranty – NOW link on the left side window,

select File a Claim from the options list, and click on the

link for Contract Claim.

3. Click on the File a New Claim link in the main window.

4. Enter the first four digits of the model number, then the

complete serial number and the quantity in the

appropriate spaces, and click Next.5. Select the contract number for this claim from the

drop-down box. The install date will appear

automatically, based on what was entered when

the contract was created.

6. Enter the failure date and the repair date in mm/dd/yyyy

format. For a shortcut, click on the calendar icon and click

on the correct failure or repair date. This will auto-fill the

field. Click Next.Note: Claims must be submitted within 60 days of the repair date.

7. The dealer and customer information will appear

automatically, based on what was entered when the

contract was registered. Enter a description of the failure

and what repair was made in the space marked Reasonfor Part Failure. Failure to enter a description in this box

may cause the claim to be rejected by Contract

Administration. Descriptions such as “bad part” or

“replaced part” do not meet the criteria of a failure

description and may be challenged. Click Next.8. Indicate if this is a compressor or non-compressor repair

by selecting the appropriate button. Fill in the required

information about the replacement part and the defective

part, including part and serial number for both. For a

non-compressor repair, enter the dealer price of the part.

All dates should be entered in the mm/dd/yyyy format.

For a shortcut, use the calendar icon again and select

the appropriate dates. Click Add Part Info.

9. The replaced parts will be summarized at the bottom of

the page. Check the details to ensure they are correct.

This information can be edited by clicking on the

magnifying glass icon, or deleted by clicking on the trash

can icon. Double-check the parts for accuracy. The

system will indicate whether the defective part should be

scrapped or returned in the bottom right box of the menu.

Once you’re ready to proceed, click Next. 10. If the claim includes labor, the next screen will record the

labor claim information. Enter the number of labor hours

(example: 3.5), the labor rate, the quantity of refrigerant

used in pounds (example: 9.5), the compressor handling

fee, if applicable, the field service materials, and tax

amount. The drive-up fee will be calculated automatically

based on your labor rate. All dollar values should be

entered without commas or dollar signs (example: 123.45).

Finally, indicate whether this was a leak repair by selecting

a response from the pull-down menu. Click Next.11. Look over the labor claim summary to ensure it is

accurate. After doing so, click Next.12. Review the entire claim to ensure that the correct

contract, model, and serial numbers have been entered,

and that the customer and claim information is correct.

13. Finally, check the box certifying the information to be

accurate and click Finish. You can also print the

confirmation and claim number for your records.

Submitting a Claim Online (NOW System)

All claims submitted through NOW will be placed on hold forapproval by Contract Administration. Carrier reserves the right toaudit all claims to confirm validity, including contacting thehomeowner.

1818

Remember, allclaims forreimbursement –online or paper –must be submittedwithin 60 days ofthe repair date tobe honored.

Filing a Claim, cont’d

Submitting a Paper Claim

To submit a claim for reimbursement with a paper form, use the Parts & Labor Claim Form (see

Appendix F) or Parts Credit Claim Form (see Appendix E) and follow the steps below, making sure

the information is complete, correct, and clearly printed or typed. Forms are also available from

your distributor.

1. Fill out the Claim Form completely; a description of the work performed and parts replaced must be

included in the bottom section of the form.

2. Separate the copies of the Claim Form and distribute them to the appropriate parties as instructed

by your distributor.

3. Attach the service work-order to the original copy of the claim.

4. Submit the original copy of the Claim Form and the work-order within 60 days of the service work-order

completion date.

Claim Validity

While the vast majority of dealers are committed to integrity in their business operations, Carrier must

protect homeowners and the company from “Creative Claiming” – making inaccurate or falsified claims,

a rare practice that is both unethical and illegal.

As a result, Carrier reserves the right to perform reasonable auditing procedures on all claims – including

contacting the homeowner – to confirm their validity.

To ensure that your claims are processed efficiently and without complication, please make sure all claim

forms and/or online data fields are complete and accurate before submitting them for reimbursement.

Other Documentation

Contract Administration may require additional documentation concerning a claim, including (but not

limited to) invoices, the signed customer service ticket, parts receipt, a copy of the maintenance

agreement, and an Authorization Form (see Appendix J) signed by the distributor service manager. As

a result, dealers are expected to keep legible records of work performed and materials used.

Requests for these documents may be random unless a prior claiming issue warrants further

investigation. All additional documentation requests must be fulfilled within two weeks or the claim will

be rejected. Claims that exceed $750 should include these documents automatically.

Use of a non-Carrier-branded part in an emergency is allowed, but must be claimed through a paper

claim and include a copy of the customer signed service ticket for processing.

19

Claim Reimbursement Guidelines

Reimbursements are based on the actual costs to the dealer rather than a “list” or “master” price. The

following sections provide guidelines for Labor Only, Parts & Labor, and Parts Only payment allowances.

Labor Only Contracts (2nd Year Labor Only, 1-10 Year Labor – Compressor, 2-10 Year Labor – Compressor)

• Labor claims are paid at the rate specified by the plan type indicated on the contract.

• Drive-up time is 1/2 hour. No added labor will be awarded for excessive mileage.

• Diagnostic time is 1/2 hour.

• Overtime rates and/or charges for more than one technician at the repair site will not be covered.

• The maximum allowable repair times that can be claimed are listed in Appendix B. Claims that exceed

the listed standard times will be adjusted to the allowable time by Contract Administration. All labor

hours are paid at the rate specified by the plan type indicated on the contract.

• The reimbursement for any repair or replacement parts covered by a Carrier Service Manager’s

Bulletin (SMB) shall be governed by the SMB, which will take precedence over the optional

warranty terms.

2020

Filing a Claim, cont’d

Parts & Labor Contracts (1-5 P&L, 2-5 P&L, 1-10 P&L, 2-10 P&L)

• Labor claims are paid at the rate specified by the plan type indicated on the contract.

• Drive-up time is 1/2 hour. No added labor will be awarded for excessive mileage.

• Diagnostic time is 1/2 hour.

• Overtime rates and/or charges for more than one technician at the repair site will not be covered.

• Compressors covered by a Standard Warranty do not qualify for a parts mark-up, but do qualify for a

$50 Compressor Handling Allowance. These replacement compressors must be obtained from your

distributor to qualify.

• Parts may receive a mark-up of 70% not to exceed $100.

• Emergency, non-Carrier-branded parts purchased for an eligible product can be claimed for

reimbursement at the dealer’s cost, plus a normal mark-up of 50% (not to exceed $100). Non-Carrier-

branded parts may only be used in emergency situations where unacceptable delays would result from

Carrier-branded parts being unavailable within a reasonable time frame. These parts must be claimed

using a paper claim form and include a signed customer service ticket for processing.

• Puron®

refrigerant can be claimed at the rate of $9/lb and R-22 refrigerant can be claimed at the rate

of $6/lb, both with the maximum allowable amount on any claim corresponding to the recommended

system charge. Refrigerant costs higher than this will be adjusted by Contract Administration to the

allowable amounts.

• Refrigerant claims should be made in the appropriate section of the Claim Form or NOW claiming

system. Refrigerant claimed as field service material or included as a parts claim will not be honored

by Contract Administration. Refrigerant handling time is included in the allowable labor schedule.

• Field service materials include only ancillary materials used during a repair, such as duct tape, wire, etc.

Any field service material costs above 5% of the total labor charge may be rejected.

• DOA compressors are not eligible for warranty claims; reimbursement credit must be applied for

through Contract Administration.

• Freight or handling charges will not be reimbursed.

• The maximum allowable repair times that can be claimed are listed in Appendix B. Claims that exceed

the listed standard repair times will be adjusted to the allowable time by Contract Administration. All

labor hours are paid at the rate specified by the plan type indicated on the contract. Claims requiring

multiple part replacements will not result in cumulative hours awarded. Please select the longest repair

time allowed for the parts replaced for use on these claims.

• The reimbursement for any repair or replacement parts covered by a Carrier Service Manager’s Bulletin

(SMB) shall be governed by the SMB, which will take precedence over the optional warranty terms.

• State and/or local sales tax on parts may be reimbursed where applicable. Tax will not be awarded

on parts covered by Standard Warranty.

21

Parts Only Contracts

• All components repaired or replaced during a single service call should be submitted on the same

claim form.

• The reimbursement for any repair or replacement parts covered by a Carrier Service Manager’s Bulletin

(SMB) shall be governed by the SMB, which will take precedence over the optional warranty terms.

• State and/or local sales tax on parts may be reimbursed where applicable. Tax will not be awarded

on parts covered by standard warranty.

• Carrier-supplied parts for use on eligible products can be claimed for reimbursement at the dealer’s

actual cost.

• DOA compressors are not eligible for warranty claims; reimbursement credit must be applied for

through Contract Administration.

• Freight or handling charges will not be reimbursed.

To a new dealer. If the dealer registered on the contract is no longer a Carrier dealer, or no longer able

to provide service or equipment for an optional warranty contract, the contract may be transferred to

another dealer in the area. The request must be made in advance by the servicing distributor, through

the use of a Dealer Transfer Form (see Appendix H), and approved by Contract Administration, who will

assign another dealer to service the contracts.

At any time, a request may be made by the homeowner for the transfer of Optional Extended Warranty

coverage to an authorized dealer of their choice. This transfer will be initiated by the distributor in the

form of written notice to all parties involved. Transfer of coverage will become effective 30 days from the

date of written notice.

Service/repairs made by an unregistered dealer will not be honored by Contract Administration.

Preference for dealer assignment will be given to FAD dealers based on proximity to the original dealer

when transferring the contracts.

To a new homeowner. All Carrier Optional Warranty contracts can be transferred to a new homeowner

with no fee, as long as the original equipment remains in the original location and application. (See

Appendix I for the Homeowner Transfer Form.)

Transferring Contracts

2222

Assessment Score

The Assessment Score is a standard benchmarking tool established to help you evaluate and

manage your optional warranty business; it compares actual claims filed on your open contracts to

the amount of expected claims for these contracts.

Expected claims are calculated with consideration given to the type, price and age of each contract

and all administrative and support costs associated with a claim (see Sample Assessment Score).

Frequency of claims, number of remaining years on the contract, and cost of claims are also

considered. Component failures or change-outs driven by a Service Manager’s Bulletin will be

handled outside of the Optional Warranty Program and will not affect individual Assessment Scores.

Optional warranties are good for your customers and good for your

business – especially if your warranty service operations are profitable.

Now the Carrier Optional Warranty Program includes a new tool you

can use to assess your performance and help you manage your

business more efficiently.

Sample AssessmentScore

If all of thecontracts a dealerhas sold are assignedan expected claimtotal of $2000, andthe sum of actualclaims made is$1500, then thedealer’s AssessmentScore is 75(1500/2000 x100).

5. Program Evaluation Tools

What the Score Means

Intended to be a uniform measure of how a dealership is managing its optional warranty business,

the Assessment Score reflects how many contracts a dealer sells, the number of service calls

administered, and the value of the claims filed.

A low Assessment Score is a potential indication of many positive characteristics, such as well

trained technicians, quality sales techniques, and a well managed business in general.

A high Assessment Score may indicate potential issues, such as the need for better sales and

technical training, or the need for adherence to policy or other similar issues.

Score Range Evaluation

0-100 A

101-125 B

126-150 C

151-175 D

176+ F

Assessment Score Guidelines

Typically, 95% of dealers fall in the A to C range and only 2% receive a grade of F and require corrective action.

A dealer should strive to maintain a score of less than 125.

23

How the Score is Used

The Assessment Score will be calculated for each dealer at the beginning of each year, based on prior

claiming history. Once established, the score will be updated and reported every quarter.

An Assessment Score of 175 or greater will prompt immediate corrective action by the program until the

dealer’s score returns to an acceptable level and the reason for the score is addressed.

Corrective action may include additional training, enrolling the dealer in a 100% parts return program,

removal from the online NOW claiming system and other initiatives. If the dealer’s score does not drop

below 175 within six months, the dealer may become ineligible for the Optional Warranty Program.

Warranty Program Reporting

Monthly business reports will be calculated quarterly and released through distribution to help you

evaluate and manage your optional warranty business. These reports will include current and prior year

performance and track sales based on the number of contracts sold. These quarterly scores will be an

indicator of your performance through the year. Quarterly reports are intended to help dealers track their

performance and address any issues as early as possible.

How to improve an Assessment Score

• Encourage regular technical training for your installation

and service technicians.

• Properly diagnose each repair/replace issue.

• Reduce claiming activity driven by factors stated above.

• Monitor quarterly Assessment Score reports and

address issues early before they spiral out of control.

• Sell more optional warranty contracts. Assuming

claiming issues are related to a handful of problem

installations, this will give you a broader base over

which to spread your actual claims.

• Talk with your Distributor Service Manager to develop a

complete action plan and review other suggestions.

Scores for new dealers

New dealers or dealers who have not sold Carrier

Optional Warranty contracts in the past will be given a

default Assessment Score of 100. If the dealer has 19 or

fewer open optional warranty contracts when Assessment

Scores are next reported (at the end of every quarter) the

default score of 100 will remain. When a dealer has 20 or

more open optional warranty contracts at the time when

Assessment Scores are established, the company’s

claiming history will be considered and an actual

Assessment Score will be awarded.

2424

Contact Information

All documents should be sent directly to Contract Administration at the following location:

Carrier Corporation

Contract Administration, TR-18S

P.O. Box 4808

Syracuse, NY 13221

Phone: (315) 433-4010

Fax: (860) 998-2941

Appendix

25

Entire Heating and Cooling Systems*

To qualify for system purchase, all equipment (except coils+) must be manufactured by

Carrier, and all coils must be ARI Certified Matching through Carrier. A

thermostat/control must be paired with one of the components listed below.

• SS A/C and ARI Certified Matching Fan Coil or Furnace Coil

• SS A/C and Furnace (An independent coil can be used with this combination,

however, the coil will not be covered.)

• SS A/C, Furnace, and ARI Certified Matching Furnace Coil

• SS HP and ARI Certified Matching Fan Coil or Furnace Coil

• SS HP, Furnace, and ARI Certified Matching Furnace Coil

• 0-5 Ton Packaged A/C

• 0-5 Ton Packaged HP

• Gas/Electric Packaged Unit

• HYBRID HEAT®

Dual Fuel Packaged Unit

* Excludes compressor/heat exchanger parts; includes condenser coil on SS/packaged unit.

+ A third party coil may be used, but will not be covered by this program.

Cooling and Heating Equipment

• SS A/C

• SS HP

• Gas/Oil Furnace

• Fan Coil

• Boiler

• Condenser Coil

* Excludes compressor/heat exchanger parts; includes condenser coil on SS/packaged unit.

Zoning Products and Controls

• Infinity™ Control (NIM, SAM included)

• Infinity™ Zoning Control (NIM, SAM, control board, dampers included)

• Performance™ Series Comfort Zone II (dampers included)

• Comfort™ Series Three-Zone (dampers included)

• Carrier Programmable Thermostat (covered with a system)

• Carrier Non-Programmable Thermostat (covered with a system)

Air Treatment Products

• Infinity Air Purifier (filters not included)

• Carrier Electronic Air Cleaner (filters not included)

• Carrier Humidifier (pads not included)

• Carrier HRV or ERV

• UV lights (bulb replacement not included)

Compressor

• Compressor for SS A/C, PAC AC, or Gas/Electric PAC

• Compressor for SS HP, PAC HP, or HYBRID HEAT Dual Fuel PAC

Generators

• Air-Cooled Generators (includes transfer switch)

• Liquid-Cooled Generators (includes transfer switch)

Appendix A - Eligible Equipment

Allowances $

Puron® refrigerant per lb. $9

R-22 per lb. $6

HRS

Drive-up 0.5

Diagnostic 0.5

A/C and Heat Pump

Accumulator* 3.0

Compressor* 4.0

Condenser Coil* 4.0

Condenser Fan Motor 1.0

Contactor 0.5

Defrost Board 0.5

Dual Capacitor 0.5

TXV (located in O/D unit) 2.0

Main Control Board 0.5

Pressure Switch* 2.5

Reversing Valve* 3.5

Service Valve* 3.0

Soft Start 0.5

Solenoid Valve 1.5

Start Capacitor & Relay 0.5

Strainer* 2.0

Thermistor 0.5

Time Delay Relay 0.5

All Other Components 0.5

Furnace Coil/Fan Coil

Check-Flo-Rate/Piston* 1.5

Blower Motor 1.0

Blower Motor Assembly 0.5

Blower Wheel 1.0

Circuit Board: var. sp 1.5

Circuit Board: others 1.0

Coil Change Out* 3.0

Coil Leak Repair* 2.5

Drain Pan 3.0

Solenoid* 1.5

Strainer* 1.5

TXV* 1.5


Oil Furnace

Beckett Burner Assembly 1.0

Drum Heat Exchanger 4.0

Igniter Electrodes 0.5

Oil Nozzle 0.5

Oil Pump 1.0


HRS

Gas Furnace

Blower Assembly 0.5

Blower Motor 1.0

Blower Wheel 1.0

Capacitors 0.5

Circuit Board: var. sp 1.5

Circuit Board: others 1.0

Collector Box 1.5

Coupling Box: multi poise 3.5

Coupling Box: others 1.5

Draft Safeguard Switch 0.5

Flame Sensor 0.5

Gas Valve 1.0

Heat Exchanger-Primary 4.5

Heat Exchanger-Secondary 2.5

Hot Surface Igniter 0.5

Igniter Controls 0.5

Inducer Motor 1.0

Inducer Motor Kit 0.5

Inducer Wheel 0.5

Limit Switch 0.5

Pilot Assembly 1.0

Pressure Switch 1.0

Rollout Switch 0.5

Transformer 0.5

Wiring Harness 1.0

All other components 0.5

IAQ/Controls

EAC Component 0.5

Humidifier Component 0.5

Zone Control/Board 1.0

Zone Damper 1.0

Zone Component 0.5

Vent Perfect 0.5

Strip Heater 0.5

Thermostat 1.0


Generators

Engine Long Block† 5.0

Rotor/Stator Assembly† 4.0

Cylinder Heads† 2.0

Fuel Regulator 1.0


HRS

Small PAC 0-5 Ton

Accumulator* 3.0

Check-Flo-Rate/Piston* 2.0

Blower Assembly 1.0

Circuit Board 1.0

Collector Box 1.0

Compressor* 4.0

Contactors 0.5

Coupling Box 1.0

Crankcase Heater 0.5

Dual Capacitor 0.5

Economizer Motor 0.5

Evaporator/Condenser Coil* 4.0

Flame Sensor/Igniter 0.5

Gas Valve 0.5

Heat Exchanger Assembly 5.0

IGC, HP, ICM Circuit Board 1.0

Igniter Control Pack 0.5

Inducer Motor Kit 0.5

Limit Switch 0.5

Low-Ambient Controller 0.5

Outdoor Motor/Fan 0.5

Pilot Assembly 0.5

Pressure Switch (cooling)* 1.5

Pressure Switch (heating)* 0.5

Reversing Valve* 3.5

Rigging On Rooftop Units 2.0

Rollout Switch/Temp 0.5

Act Switch

Start Capacitor and Relay 0.5

Strainer* 2.0

Time Delay Relay 0.5

Transformer 0.5

Wiring Harness 0.5


Boiler

Aquastat 0.5

Batteries/Heat Exchanger 4.0

Push Nipples 4.0

Water Pump 1.0


Appendix B - Allowable Labor Hours+

and Refrigerant Costs

+ Claims requiring multiple part replacements will not result in cumulative hours awarded.

Please select the longest repair time allowed for the parts replaced for use on these claims.

* Times include refrigerant evac/recharge.

† Call prior to repair for approval for liquid cooled model.

26

27

Furnaces

1/3 HP PSC Motor

1/2 HP PSC Motor

3/4 HP PSC Motor

1 HP PSC Motor

740 Pilot

24 Volt Transformer

Capacitors

Circuit Boards (Main and

Inducer)

Flame Sensor

High Temperature RTV Silicone

Hot Surface Igniter

Igniter Control

Inducer Motor and/or Inducer

Motor Kit

Limit Switches

Furnace Coils and Fan Coils

1 to 5 Ton TXVs

AccuRater Body

Assorted Pistons

Blower Motors

A/Cs and HPs

Condensing Fan Motor

Contactors

Defrost Timer

Dual Capacitors

Hard Start Kit

High-/Low-Pressure Switches

Main Control Boards

Outdoor Pistons

Service Valves

Soft Start Kit

Solenoid Valves

Time Delay Relay

Oil Furnaces

Igniter Electrodes

Oil Pump

Boilers

Aquastat

Low Water Cut-Offs

Water Pump

Appendix C - Recommended Replacement

Parts for Vehicle and

Dealer Inventory

Dealer: Send this form to your distributor.Distributor: Send this form to -

Carrier CorporationContract Administration, Tr-18SP.O. Box 4808Syracuse, NY 13221

Dealer Name ___________________________________________________________________________________

Address ________________________________________________________________________________________

City _____________________________________State__________________________________Zip_______________

Area Code ___________________Phone Number ______________________________________________________

Check one: Business Entity Individual

FEIN (Business Entity) or SSN (Individual)___________________________________________________

By execution of this Dealer Application and Participation Agreement ("Agreement"), the undersigned dealer (the "Dealer") hereby applies to participate in the Carrier Optional Warranty Program (the "Program") and acknowledgesand agrees as follows:

1. The Dealer has received and read the Carrier Optional Warranty Program Guide (the "Guide") and understandsthat it sets forth the terms and conditions of the Program.

2. The Dealer agrees to comply with and be bound by all of the terms and conditions of the Program.

3. The Dealer's participation in the Program is subject to both distributor and Carrier Corporation approval.

4. Carrier Corporation may immediately terminate the Dealer's participation in the Program without prior written notice to the Dealer if Carrier Corporation determines, in its sole and absolute discretion, that any of the followinghave occurred:

a. the Dealer files an inaccurate or falsified claim or otherwise engages in fraudulent or unethical behaviorb. the Dealer files or is served with a petition of voluntary or involuntary bankruptcy, becomes insolvent or otherwise is unable to continue its business operations.

5. Carrier Corporation may terminate the Dealer's participation in the Program upon thirty (30)-days prior written notice to the Dealer if Carrier Corporation determines, in its sole and absolute discretion, that the Dealer's Assessment Score exceeds 175 for a period of six (6) consecutive months.

6. The Dealer may terminate its participation in the Program at any time, with or without cause, upon thirty (30)-days prior written notice to Carrier Corporation.

7. Upon termination of the Dealer's participation in the Program for any reason, Carrier Corporation reserves the rightto assign all Optional Warranty Agreements to an alternative dealer or contractor designated by Carrier Corporationand the Dealer shall thereafter be prohibited from submitting any further applications for optional warranty coverageor receiving further reimbursements of any kind from Carrier Corporation pursuant to the Program for services rendered after the reassignment.

8. This Agreement and the rights and obligations of the Dealer pursuant to the Program shall remain in full force andeffect until terminated by either Carrier Corporation or an authorized representative of the Dealer.

9. Carrier Corporation reserves the right to revise the Guide and the terms and conditions of the Program at any timeand any such revised terms and conditions shall be binding upon the Dealer upon delivery or written notice to theDealer setting forth such revisions.

Name of authorized Dealer representative ___________________________________________________ (print)

"I have read this document and agree to its terms." _________________________________________________ (signature)

Date: ______________________________

Please forward to your Distributor for completion

FOR DISTRIBUTOR USE ONLY

Distributor company name _______________________________________________________________________

Distributor authorized signature ___________________________________________________________________

Distributor computer ID number, 7 digit ___ ___ ___ ___ ___ ___ ___

Dealer computer ID number, 5 or 6 digit ___ ___ ___ ___ ___ ___

CARRIER CORPORATION APPROVAL

By: __________________________________________________________

Printed: __________________________________________________________

Title: __________________________________________________________

Date: __________________________________________________________

OPTIONAL WARRANTY PROGRAM

DEALER APPLICATION AND PARTICIPATION AGREEMENT

28

Appendix D - Dealer Application and Participation Agreement

SAMPLE

APPLICATION MUST BE SUBMITTED WITHIN

60 DAYS OF REPAIR

0 STOCK / INVENTORY 4 OUT OF WTY EXCHANGE

1 1ST YR WTY 5 OPTIONAL CONTRACT*

2 EXTENDED WTY 6 SALVAGE COMPRESSOR

3 SERVICE PART 7 COMPETITIVE EXCHANGE

* INDICATE OPTIONAL CONTRACT NO. HERE

QTY UNIT INSTALLED/ /

FAILED/ /

REPAIRED/ /

QTY. INSTALLEDMO DAY YR

/ /

/ /

/ /

/ /

/ /

/ /

/ /

/ /

/ /

/ /

ROOF TOP HOURS PER HOUR % TOTAL LABORPOUNDSREFRIG

$ PER POUND TOTAL REF. COST FLD SERV MATL'S TOTAL

SERVICER

DISTRIBUTOR

FACTORY

SLS SLIP NO.SELLER PURCHASE DATE

DISTRIBUTOR IDDISTRIBUTOR

DIST. REF. DIST. CREDIT

WARRANTY STATUSCUSTOMER

STATE ZIP PHONE

CU

ST

OM

ER

INF

OR

MA

TIO

N

STREET

CITY

SERVICER SERVICER ID

PHONESTATE ZIP

STREET

CITY

BASE UNIT MODEL OR PRODUCT NUMBER BASE UNIT SERIAL NO.

SMB/FACTORY PROGRAMS:CLAIM X REF.

CIRCLE REPAIR TYPE: (C) (L) (M) (X) (U) DISTRIBUTOR APPROVAL BY: DATE:

COMMENTS:

FACTORY APPROVAL BY: DATE:

REPLACEMENT

FAILED

REPLACEMENT

LABOR & FIELD PURCHASE MATERIAL SHOULD NOT BE COMPLETED UNLESS AUTHORIZED BY A FACTORY PROGRAM. ASK YOUR DISTRIBUTOR

I CERTIFY THAT THIS IS A TRUE AND COMPLETE STATEMENT OF WORK CARRIED OUT.DEALER SIGN

DATE:

PART NUMBER (NOT VENDOR NUMBER) COMPRESSOR SERIAL NUMBER

FAILED

FAILED

REPLACEMENT

FAILED

REPLACEMENT

FAILED

REPLACEMENT

29

Appendix E - Parts Credit Claim Form

30

Appendix F - Parts & Labor Claim Form

31

Parts & Labor Claim Form Example

32

Appendix G - Extended Warranty Registration Form

33

Appendix H - Dealer Transfer Form

Contractor/Dealer: Send this form to your distributor.Distributor: Send this form to -


CURRENT DEALERCompany Name ___________________________________________________________________________________

Address ________________________________________________________________________________________

City _____________________________________State__________________________________Zip_______________


Check one: Incorporated Unincorporated Individual

Federal Tax Identification Number (Business)___________________________________________________

Social Security Number (Individual) ___________________________________________________________

Name of contractor / dealer owner or general manager _____________________________________________________

DEALER TO RECEIVE CONTRACTSCompany Name ___________________________________________________________________________________

Address ________________________________________________________________________________________

City _____________________________________State__________________________________Zip_______________


Check one: Incorporated Unincorporated Individual

Federal Tax Identification Number (Business)___________________________________________________

Social Security Number (Individual) ___________________________________________________________


"I have read the Program Guide and agree to its terms and conditions." _________________ (Initial)

Contractor / dealer authorization signature ______________________________________________________________

Please forward to your Distributor for completion.

FOR DISTRIBUTORS USE ONLY

Distributor company name ____________________________________________________________________________

Distributor authorized signature ________________________________________________________________________

Distributor computer ID number, 7 digit ____ ____ ____ ____ ____ ____ ____

Receiving Dealer's computer ID number, 5 or 6 digit ____ ____ ____ ____ ____ ____


CONTRACTOR / DEALER TRANSFER FORM

34

Appendix I - Homeowner Transfer Form



CURRENT HOMEOWNERName __________________________________________________________________________________________

Address ________________________________________________________________________________________

City _____________________________________State__________________________________Zip_______________


HOMEOWNER TO RECEIVE CONTRACTName __________________________________________________________________________________________


"This optional warranty has been explained to me and I agree to its terms and conditions." _______________ (Initial)

Homeowner signature _____________________________________________________________________________

Contractor / dealer authorization signature ____________________________________________________________



Distributor company name _________________________________________________________________________

Distributor authorized signature _____________________________________________________________________



HOMEOWNER TRANSFER FORM

35



DEALERCompany Name ___________________________________________________________________________________

Address ________________________________________________________________________________________

City _____________________________________State__________________________________Zip_______________

Area Code ___________________Phone Number ________________________________________________________

Claim # to be authorized_____________________________________________________________________________




Distributor company name ____________________________________________________________________________

Authorizer's name ___________________________________________________________________________________


Dealer's computer ID number, 5 or 6 digit ____ ____ ____ ____ ____ ____


DISTRIBUTOR CLAIM AUTHORIZATION FORM

By signing this Authorization Form you attest that you have reviewed this claim and confirm its accuracy.

Appendix J - Distributor Authorization Form

Appendix K - Inspection Report

Customer Name: Street Address:

City: State: Zip Code: Phone: ( )

Make Unit Model # Unit Serial #



Dealer/Contractor Name:

Street Address: City:

State: Zip Code: Phone: ( )

INSPECTION REPORTInspection Report must accompany registrations for warranties that cover equipment installed over one year ago.

Dealer Signature Date Customer Signature Date

* For Packaged Equipment use Gas Heating or Air Handler for Heating Checks.

BY COMPLETING THIS CERTIFICATE, I CERTIFY THAT I HAVE PERSONALLY PERFORMED THE REQUIRED INSPECTION PER THE MANUFACTURER’S CHECK, TEST AND

START-UP PROCEDURES. I HAVE INFORMED THE CUSTOMER THAT HIS/HER SIGNATURE AS WELL AS MINE ARE REQUIRED TO MAKE THIS CERTIFICATE VALID.

Pilot Light/Spark

Ignition or Hot Surface

Igniter Operational

Good/Bad

Heat Exchanger

Check for

Cracks/Leaks

Blower

Heat Speed RLA

____

Cooling Speed

RLA ____

Gas Valve Operation

Inlet Pressure

________

Manifold

Pressure ______

Thermocouple

Millivolts

__________

LP or Natural Gas

Circuit Board

Operation

Good/Bad

Limit Control

Operational

Good/Bad

Vent System

Condition

Good/Bad

Temperature Rise

_____

Filter Clean Yes/No

Heat Anticipator

Setting _______

CONDENSING UNIT, HEAT PUMP OR PACKAGED UNIT

Line Voltage ______

Low Voltage ______

Refrigerant Type Head Pressure Suction Pressure

Liquid Line Temperature Suction Line Temperature Compressor RLA Condenser Fan Motor Amps

Crankcase Heater Working

Circuit Board Operation

Good/Bad

Coil Clean/Fin Damage/

Evidence of Leak/

Signs of Oil

Relays/Capacitors

Good/Bad

Sub-Cooling Temperature

AIR HANDLERS/FAN COILS

OIL HEAT

Line Voltage ______

Low Voltage ______

Blower Motor RLA _______

Filter Clean Yes/No

Heater Kilowatts _______

Fuse Limits Checked Yes/No

Nozzle Clean Yes/No Electrodes Clean and Located

Correctly Yes/No

Draft and Combustion Set Up and

Checked for Proper Operation

* Use Gas Heat Section for applicable information.

FURNACE COIL

Clean Drains including Drain

Lines

Fin Damage/

Evidence of Leaks/

Signs of Oil

Captube/Piston/TXV

GAS HEATING APPLIANCE

GENERATORS

Battery and

Battery Cables

Spark Plugs Air Filter Oil Filter Fuel Oil Seals Intact

Regulator

* Also Use Furnace Coil Section in addition to the Air Handlers/Fan Coils.

Appendix L - Service Ticket

37

optional extended warranties · two typical homeowner repair scenarios illustrate how selling...

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