mars Warranty Claim Guide

Product Information

Specifications

• Product Name: Century
• Available Versions: US Customer Version, Canadian Customer Version
• Warranty Coverage: Refer to user manual for warranty details

Product Usage Instructions

Filing a Warranty Claim
To file a warranty claim, follow the steps outlined below:

1. Access the website provided in the user manual.
2. Follow the specific instructions for US Customers.
3. Provide the necessary information as per the warranty claim form.
4. Submit the claim and await further instructions.

Checking Status & Locating a Credit
To check the status of your warranty claim and locate any credits:

1. Log in to your account on the designated website.
2. Navigate to ‘My Credits’ section.
3. Find the Claim Number under Customer PO.
4. Print a copy of the credit if needed.
5. For additional assistance, contact customer support.

Online Warranty Claim Instructions
For online warranty claim submissions, follow these steps:

1. Provide your contact information accurately.
2. Include the required details such as First Name, Last Name, Phone, Email, and MARS Technician Name.
3. Submit the form after completing all fields.

FAQ (Frequently Asked Questions)

• New and Unused Returns:
  Refer to the user manual for specific return policies regarding new and unused products.
• Notification of Claim Receipt:
  You will receive confirmation of claim receipt via email or other designated communication channels.
• Timeframe for Filing:
  Please file your warranty claim within the specified timeframe mentioned in the user manual to ensure eligibility.
• Timeframe for Credit to be Issued:
  Credits will be issued within a certain period after the warranty claim is successfully processed. Refer to user manual for details.
• MARS Technician Name:
  Contact the designated MARS Technician for any product-related issues or queries.
• Replacement Parts:
  If replacement parts are needed, follow the warranty claim process to request them accordingly.

OBTAINING ACCESS TO THE WEBSITE

(If you do not have access to the website follow the steps below)

1. Print the attached document.
2. Fill in all requested information.
   • If you do not have your new account number; fill in the Company Name & Address completely.
   • Note: One account login may be shared within your store if you prefer.
3. Please note on the form if you require access to other branch locations within your company.
4. Send the completed document to: hc-warranty@marsdelivers.com
5. You will receive an Email once your account has been activated.
6. Once you have website access please read and follow the steps below to file a warranty claim.

FREQUENTLY ASKED QUESTIONS

• New and Unused Returns:
  RMA form is located on the website at www.marsdelivers.com.
  • Resources.
  • Warranty information.
  • Print out New and Unused RMA form and follow the instructions.
• Notification of Claim Receipt:
  • Notification of received claims and status updates WILL NOT be reflected in the system.
  • Keep the copy you receive via Email when the original claim is filed.
  • Check the “My Credits” location on the website beginning two weeks after filing claim.
• Timeframe for Filing:
  Claims must be filed within 30 days of product failure (extenuating circumstances will be considered).
• Timeframe for Credit to be Issued:
  Claims may take 14 days to process (possibly longer during peak season).
• MARS Technician Name:
  • Major Equipment: MUST HAVE AUTHORIZATION BEFORE CHANGEOUT
    Geothermal, Watersource, Furnaces, Condensers, Coils, Air-Handlers, Mini-Splits and PTAC’s.
  • Parts or Room Air: MARS employees authorizing the claim, or NA.
• Replacement Parts:
  • MARS/Heat Controller no longer sends out “no charge” replacement parts. A part claim will always need to be filed on the website.
• Authorization to Return Parts: 
  • All returns require prior authorization.
  • Without authorization, a service fee of $5.00 for parts and $25.00 for compressors will be deducted from the total credit
• Compressors: 
  • Rating plates DO NOT need to be returned with claims
  • The claim must include the serial numbers from both the defective and the replacement compressors at the time of filing the claim.
• Timeframe to Keep Claimed Product: 
  • Please keep the product until the credit is received.
  • Should MARS/HG need the product back an RMA will be sent to you via the email listed on the claim and will include shipping instructions.
  • The warranty claim will be rejected in the system.
  • Credit will be issued upon receipt or inspection.
• Please Note: 
  Any missing or incorrect information may result in a delay of credit

TO CHECK STATUS & LOCATE A CREDIT

1. My Account
2. My Credits.
3. Claim Number will be listed under the heading “Customer PO” (Ex: Claim 12345).
4. You can print a copy of the credit by clicking the blue hyperlink under “Order#”.
5. Select “Print Credit” in the upper right-hand corner.
6. An Email address box will appear with your Email listed.
7. Select “Print Credit” for a copy of the credit to be sent to your Email address.

WARRANTY FILING QUESTIONS

• General Warranty Questions:
  • Customer Service
  • Email customerservice@marsdelivers.com
  • Phone: 517-787-2100
• Warranty Filing Questions:
  • Brooke Kofflin
  • Email: hc-warranty@marsdelivers.com
  • Phone: 517-787-2100 ext 7207

ONLINE WARRANTY CLAIM INSTRUCTIONS

This guide is for Canadian Equipment CUSTOMERS ONLY

Steps: 

• Log-In
• My Account
• Warranty Claim

Submitter Information: 

• This is the person filling out the claim from the distributor
• Authorization Name or Number:
  • Parts= Name of Mars Canada staff contacted or Ref. # given by Mars Canada Contact
  • Room Air (window units, dehumidifiers, portable units)= MLeclair or Ref# given
  • Major Equipment (Furnaces, Condensers, Air Handlers, GEO/WSHP, Mini-Splits & PTACs) Must be authorized by an in-house MARS Service Technician. Provide the Nameof MARS tech staff that authorized ( i.e. CSmith) or Ref.# provided by the MARS Technichian

Product Information: 

• Model Number– Required for all claims
• Serial Number– Required for all claims
• Install & Fail Date- Required for all claims (Proof of Date of Sale/ Install if our ship date is past why)
• Nature of Failure– Required for all claims
• PO/Debit Memo#- Return PO or Debit Memo
• Replacement PO- PO that the replacement part or unit was purchased on

Claim Type: 

• Scrap- Defective Equipment that has to be changed out and field destroyed
  • Major Equipment (furnace, geo/water source, condensers, places & mini-splits) MUST have prior approval from a MARS technician before change occurs. (get their name or ref.#)
  • Room Air- 1 year warranty components & parts
  • Questions: canada.technical@marsdelivers.com or call 888-744-2911 ask for technical
• Part- Defective Part
  • Up to three parts can be filed on one claim
  • Compressor Claims must have defective & replacement serial numbers to process
  • Questions: canada.customerservice@marsdelivers.com or 888-744-2911
• Labor, where applicable, must be pre-approved.

Submit: 

• If filing a scrap claim forward the claim email along with a clear photocopy of the model & serial tags (from the unit not the box) to canada.customerservice@marsdelivers.com for the claim to process
• The Claim Number will be on the top left side of the screen
• If you receive a claim number & email confirmation the claim has been submitted
• Please allow a minimum of 10 business days before inquiring on the status of the claim
• Hold onto the unit or part until credit is received

Be sure to provide all requested information, especially items listed below, or the online system will deny the claim: 

• Model number
• Serial number
• Nature of failure
• Installation and failure dates

The field requesting our invoice number or your Purchase Order (P.O.) number for the Equipment you purchased is required.
Include a contact phone number in case there are questions; this can speed up the process.

1. RATING PLATES-
   • A clear photocopy of the rating plates {model/serial numbers} from the unit, never the box, must be emailed directly to canada.customerservice@marsdelivers.com. Please reference the claim number.
   • Failure to email rating plates or not referencing the claim number will result in the claim not being processed.
   • Phone calls will not be made for missing information.
2. TIMEFRAME FOR FILING-
   • Claims must be filed within 30 days of failure. We may consider filings beyond the 30 days in the case of extenuating circumstances.
   • Please include an explanation for the late submission of your claim.
3. TIMEFRAME FOR CREDIT-
   • Claims may take up to 30 days to process.
   • For help in dealing with a denied claim, or if you have questions or need assistance, please contact Customer Service at 1-888-744-2911 canada.customerservice@marsdelivers.com (refer to the claim# received via email and include the PDF that was attached to that email)

The only way to file is through the claims portal on our website

• CLAIMS-Be sure to provide all requested information, especially items listed below ,or the online system will deny the claim:
• Model number
• Serial number
• Part number
• Installation and failure dates

The field requesting the invoice or Purchase Order {P.O.) number for the part you purchased is required.
Include a contact phone number in case there are questions; this can speed up the process.

1. COMPRESSORS
   
   • Rating plates DO NOT need to be returned with the claims; however, we do need serial numbers from both the old and new compressors when filing claims.
2. AUTHORIZATION TO RETURN PARTS
   • Do not return any parts without prior authorization or you will be charged a service fee of $5.00 for parts and $25.00 for compressors which will be deducted from any credit that is issued (Unsealed compressors will have $125 deducted) After filing the claim, keep the failed item until you receive your credit. If MARS requires the return of the failed item, you will be issued a Material Goods Authorization (RMA) number which will be emailed or faxed to you and will reference the claim tag number. When the item is received at MARS, the warranty credit will be processed.
3. TIMEFRAME FOR FILING
   • Claims must be filed within 30 days of failure. We may consider filings beyond the 30 days in the case of extenuating circumstances.
   • Please include an explanation for the late submission on your claim.
4. TIMEFRAME FOR CREDIT
   
   • Claims may take up to 30 days to process.

Documents / Resources

mars Warranty Claim Guide [pdf] User Guide Warranty Claim Guide, Claim Guide, Guide

References

• User Manual