As a plumber, I want to make a complaint about a defective Waterguard product. What should I do?

If the end customer has contacted the plumber:

1. Perform basic troubleshooting with the customer. If this does not work, refer the customer to Waterguard customer service.
2. Waterguard customer service will continue to troubleshoot with the customer and will send a replacement product or request the plumber's assistance if the problem is not resolved.

If the plumber detects a defect in the product:

1. Plumber discovers a defect in the product during installation or servicecall

2. Troubleshoots using the product manual or our troubleshooting articles on this portal (support.waterguard.no)

3. Contact Waterguard customer service for warranty handling

   1. Via web form: https://support.waterguard.no/hc/en-us/requests/new?ticket_form_id=4405763756829 

   2. Via phone: +47 23 11 56 60

   3. Via chat on support.waterguard.no

4. A warranty claim is created and there are 3 possible outcomes for warranty clarification:

1. 1. Replacement product (direct handling)

      • Waterguard customer service creates a replacement order and sends the new product free of charge to the plumber. The plumber waits for the replacement product before completing the installation, or alternatively retrieves a new product from their own inventory in the meantime. The plumber sends an invoice for labor costs directly to Waterguard.

   2. Withdrawal from wholesaler (without RMA involvement)

      • The plumber retrieves a new item from the wholesaler and completes the installation. The plumber reports back to Waterguard customer service on the actual consumed components. Waterguard creates a replacement order directly with the plumber for product completion. The plumber sends an invoice for labor costs directly to Waterguard.

   3. Withdrawal from wholesaler (with RMA involvement)

      • The plumber retrieves a new item from the wholesaler and completes the installation. The plumber creates a warranty claim against the wholesaler with reference to the Waterguard RMA number. The wholesaler forwards the product claim to Fell Tech. Claims that have already been approved do not require product return for checking, and Waterguard can therefore create a credit note immediately. The plumber sends an invoice for labor costs directly to Waterguard.

If the plumber already retrieves a new item from the wholesaler and completes the installation during step 1, we cannot guarantee the approval of the warranty claim, but the process for this will be as follows:

• The plumber retrieves a new item from the wholesaler and completes the installation. The plumber creates a warranty claim against the wholesaler without reference to the Waterguard RMA number. The wholesaler forwards the product claim to Waterguard, who requests the defective product to be sent for checking. Upon approval, a credit note is created. The plumber sends an invoice for labor costs directly to Waterguard.