Service & Claims handling - Guidelines for plumbers

The following guidelines ensure an efficient and good process for the end customer, plumber and Waterguard in relation to service and claims.

An end customer contacts a plumber regarding technical problems with their Waterguard product.

If an end customer contacts a plumber for assistance and the problem cannot be easily resolved over the phone, we always recommend that the plumber contacts us before a possible emergency call. Alternatively, the customer can be directed to contact us directly for assistance. In this way, we can register a complaint case and provide the necessary guidance before any service work is ordered.

The easiest way to register a complaint is via our registration form, but you can also contact us on +47 23 11 56 60.

We require the following information when registering a complaint case:

Waterguard+

Serial number of Linkbox+. This can be read on the back of the Linkbox+ or via the Abralife app if the customer has this in use (Menu->Housing->Central units (Linkbox+)).

A good error description (preferably with pictures if relevant)

Information about the end customer (name, telephone number and possibly email address)

Traditional Waterguard systems

Information about which product/system the customer has (e.g. Smart Stop, Adapter1, Adapter2). If you are unsure, ask for a picture or NRF number which can be found on the back of the components (such as valve control adapter, control panel, central unit)

A good error description (preferably with pictures if relevant)

Documentation of a valid warranty (that the product was installed less than 5 years ago). Here we would like a picture of the nameplate which can be found on the back of the valve control adapter/control panel/central unit. Alternatively, a copy of the purchase receipt.

Information about the end customer (name, telephone number and possibly email address)

Waterguard will contact you for further clarifications and proposed solutions. Note! The vast majority of Waterguard+ systems are connected to the internet, and Waterguard customer service has good tools for remote diagnosis of the customer's system. For this system, it is therefore extra important to report cases to us in advance so that we can check the system thoroughly before any call out.

Plumber discovers an error with a Waterguard system on site

Same as over. Feel free to contact us directly by phone for troubleshooting, registration of a complaint case and quick clarification of the further process.

If it is urgent and/or outside of opening hours for Waterguard customer service, see the section at the bottom ("The plumber goes out on a service assignment without first registering a complaint case with Waterguard")

Replacement of defective components

If, in consultation with a plumber, we conclude that one or more components must be replaced, then the following options are available:

1. The plumber already has replacement products and travels to the customer for a replacement. The plumber then reports back to Waterguard with information on which components were replaced. Waterguard will send replacement components to a plumber. Alternatively, the components can be credited (if purchased directly from Waterguard). The plumber then sends a service invoice for compensation for work and travel. If Waterguard wants a defective component in return, a return label is sent to the plumber.

2. The plumber will be sent a replacement product from Waterguard. The plumber travels to the customer for replacement, and then sends a service invoice for compensation for work and travel. If Waterguard wants a defective component in return, a return label is sent to the plumber.

3. The plumber collects the relevant product/component from his wholesaler. This method is typically used if it is urgent to resolve the matter, and the customer cannot wait for Waterguard to send a replacement product. The plumber returns the defective product to the wholesaler and the wholesaler files a claim against Waterguard. Waterguard credits the wholesaler for the item, who in turn credits the plumber. The plumber invoices the wholesaler for work and travel. The wholesaler invoices Waterguard. Alternatively, if the plumber wants a replacement product instead of credit for the product that was taken out from the wholesaler, Waterguard can resend the replacement product directly to the plumber. The plumber then sends the service invoice directly to Waterguard.

4. The end customer is sent new components directly and replaces them themselves. Many Waterguard components can be easily replaced by the customer themselves (with or without guidance from Waterguard support). If the customer accepts such a solution, we send the replacement product directly to the customer and follow up the case without further involvement of a plumber.

A plumber goes out on a service assignment without first registering a complaint case with Waterguard

We do not recommend setting out on a service assignment without first having registered a complaint case and assessed the case together with us. At the same time, we understand that this may be necessary in some cases. If so, it is important to follow the points below:

Waterguard+

1. Read and write down the serial number on the Linkbox+
2. Please take pictures of the installation and the problem (if possible)
3. Keep the defective components in case Waterguard wants them sent

Traditional Waterguard systems

1. Take a photo of the type plate on the customer's system (also applies if the valve is the problem).
   1. Adapter1/Adapter2/Smart Stop: The type plate can be found on the underside of the valve control adapter
   2. Smart Basic/OSO Supersmart/7 channels: The type plate can be found on the back of the central unit
2. Please take pictures of the installation and the problem (if possible)
3. Keep the defective components in case Waterguard wants them sent

After the service assignment, the plumber files a claim - either against the wholesaler or directly against Waterguard. If a complaint case is reported against the wholesaler, the wholesaler will pass the report on to us.

Waterguard will then make an assessment of the matter. If the complaint case and the fault are well documented (ref. points above), we can approve the complaint immediately.

Alternatively, we will request the submission of defective components for control before approval can be given.

What does Waterguard cover in terms of an approved complaint assignment?

When a complaint has been approved by Waterguard, we cover the cost of a replacement product or product credit**. In addition, direct repair cost (working hours and travel) is covered according to the Norwegian industry standard (FL-AS/VVS/Kulde 2023). Unless otherwise agreed, we compensate an  hourly rate equivalent to 0,7% of the current G-amount set by the norwegian government

The service invoice must be specified.

**Note that we can only credit products that have been purchased directly from us. If you want credit for the product and the product has been bought from a wholesaler, then a complaint case must be opened against the wholesaler.