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Important Notice Regarding Product Repairs and Warranty Claims
In order to provide you with the best service possible and to expedite all product repairs and warranty claims, we are changing the processes required to complete the repair or warranty claim. This will require certain actions and information on your part. Partial details follow. For complete details please contact your Murphy Inside Sales Representative.
WR Number:
A Warranty/Repair Return Authorization Number (WR#) will be required
prior to all product returns. This number will allow both of
us to track the product and to expedite processing of your request.
Simply contact our Inside Sales to request this number. They
will ask certain questions that will identify your exact request
so that we can fully comply. They will also advise you of certain
procedural changes or conditions that may apply to your request,
as outlined below.
Complaint/Request Details:
Effective January 1, 2005, Warranty claims will require a detailed
explanation of the problem or complaint so that we can directly
address your concerns. A large percentage of times we are unable
to find a problem with the product because we don’t know
the details of your complaint, and we thus don’t know what
to look for. We evaluate the product against our specifications,
but that may not address your complaint. This explanation will
be required for Warranty requests in order to receive the return
authorization (WR#). This explanation is also recommended for
Repairs but is not required. See below for Repairs.
Evaluation Fee:
Effective January 1, 2005 we will initiate an Evaluation Fee to
cover certain costs associated with diagnosing problems, or suspected
problems, with certain products. Your Murphy Sales Rep will advise
you of this charge, and when it applies, when you request the
WR#. For example, if our evaluation does not support a Warranty
Claim, the customer will be asked to pay the fee. However, the
fee can be applied to the cost of repair or against the purchase
of a new unit. Likewise the fee can be applied to the cost associated
with a non-warranty repair. If our evaluation supports the Warranty
Claim, the fee will be waived. Also see Repairs below.
Warranty Claim:
- Contact Murphy to receive WR#
- Provide detailed explanation of the problem and why Warranty
is claimed.
Immediate replacement prior to our evaluation will require that the customer purchase a new unit. If the warranty claim is validated, a credit will be issued against the new unit purchased. A customer purchase order is required prior to replacement. - Evaluation fee may apply. If applicable, the fee may be applied
to repairing the unit or to the purchase of a new unit.
Repairs (Non-Warranty):
- Contact Murphy to receive WR#
- Some products may no longer be accepted for repair. Some, because of their design cannot be repaired, others are uneconomical to repair. In many cases repair parts are/will be available for the customer to make the repair. Your Murphy Sales rep will advise details when the WR# is requested.
- (Preferred but not required) Provide detailed explanation of the problem.
- An estimated repair charge will be available later in 2004 for those products that can be repaired. When an exact cost is required prior to the actual repair, an Evaluation Fee will apply. The fee may be applied toward the final repair cost. A purchase order is required for either the estimated repair charge or the evaluation fee. (Effective date for the Evaluation Fee is January 1, 2005).
- If the actual cost to repair is greater than 65% of the customer’s cost to purchase a new product, we will advise. The customer may then proceed with the repair, purchase a new product, scrap the unit or have it returned as is (at customer’s expense). If the unit is scrapped or returned, an evaluation fee will apply (effective January 1, 2005).
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