Starting from September 15, 2023, it is mandatory for all customers to submit a warranty registration form that includes the name of the certified electrician handling the product installation. This directive is a result of a growing number of claims we've received, some of which were honored and compensated, only to later find out they were linked to non-certified electricians' work. Please verify if the required form has been submitted. Be aware that any claims not submitted promptly after this date will not be processed.
Kindly upload three photos of the product. Ensure that you step back to capture not only the unit but also its surroundings. Take one picture from the left, one from the right, and one from the middle. This process expedites the claim procedure and provides our service teams with a comprehensive understanding of the location. This is required to start the claim.
Dear valued customers,
In recent years, our company has faced a significant surge in warranty claims, resulting in substantial costs for us. Upon conducting a thorough audit of these claims, it became apparent that the majority were not related to manufacturing defects. Instead, they were largely attributable to third-party companies failing to provide the correct services, lacking certification, or misplacing products.
We deeply value our customers and our products, prompting us to shift our focus. We now strive to ensure that customers are well-informed about what to watch for and consider when hiring contractors. We want to make it clear what responsibilities lie with Premier Outdoor USA, the contractor, and the customer.
Many of the claims we've encountered involve customers hiring non-certified electricians, friends without proper qualifications, neglecting to obtain permits, using incorrect wiring, or causing damage to the product, leading to the filing of claims. As a small business and manufacturer, it is crucial for us to enhance customer service, especially when our technicians and team are engaged in non-warranty service calls.
Over the past 18 months, our company has disbursed over one million dollars in non-warranty claims due to submissions that did not adhere to warranty guidelines and third-party contractors hired by customers who failed to fulfill their responsibilities adequately. Our processes have evolved to be more comprehensive and thorough than ever before.
Thank you for your continued trust and understanding.
Claim Submission Process:
Confirmation within 48 Hours:
- Our goal is to confirm your claim within 48 hours of submission.
- If any required documents are missing, our team will promptly email you to request their resubmission. This step is vital for initiating the claim process.
Claim and Document Verification:
- Upon confirmation of the claim and documents by our team, a technician will reach out to discuss and assess the claim.
- Our aim is to have a technician on-site within approximately 10 business days if all submitted documents are in order. For recent deliveries, priority will be given to scheduling the first available technician.
- The technician will manage the delivery of necessary parts and/or schedule an on-site visit as required.
- For on-site visits necessitating the $200 fee, payment will be collected before arrival, refundable upon job completion. If the job is not covered by warranty, the $200 can be credited toward the total job cost.
- In the case of a warranty claim, faulty parts must be returned to Premier Outdoor USA.
- If further testing or inspection is necessary, a return trip may be scheduled once the part arrives.
- All updates, requests, and suggestions will be communicated via text and email only to ensure seamless communication.
- For any questions, status updates, or scheduling inquiries, we request you reach out via email or text for the quickest response. Please note that all calls will be directed to these communication methods.
- In the event you do not receive a response after claim submission or if you have any questions, please feel free to contact us through the following methods: